Support vs Project
Not every IT request falls under your managed support agreement. Here's how we draw the line.
Support
Our remote IT managed service agreement typically covers the following items:
Remote support: providing remote assistance to users for troubleshooting and resolving technical issues on their PC, laptop or mobile device.
Network monitoring and management: monitoring servers, workstations, and other network devices** to ensure they are running smoothly, and troubleshooting any issues that arise.
Security management: managing firewalls**, anti-virus software, and other security measures to protect the network from cyber threats.
Backup and disaster recovery*: creating and maintaining regular backups of important data, plus planning and implementing disaster recovery procedures.
Software updates and patch management: keeping operating systems up to date with the latest security patches and updates.
* If you have servers, and have our server management package.
** If you have our Critical Infrastructure package.
Project
A project is a specific, defined task or set of tasks undertaken to achieve a specific goal or objective. Projects aren't included in your managed support contract, and will be quoted when requested, such as:
Implementing a new software system, or upgrading a complex existing system such as a CRM, ERP, or accounting software
Making big changes to your Microsoft 365 estate that aren't a general user task, for example:
— Migrating data
— Migrating users
— Creating SharePoint templates
— Creating document templates
Upgrading or replacing hardware, such as servers, workstations, or network devices
Migrating data to a new platform, such as moving from on-premises to cloud-based storage
Implementing new security measures, such as a new firewall or two-factor authentication
Network infrastructure design and implementation, cloud migration, or data centre consolidation
Business continuity and disaster recovery planning, or virtualisation
Automation of processes and workflows
Fully Out of Scope
There are a few things we don't do. We feel it's important that you are aware of these:
Not sure which one applies to you?
Get in touch and we'll tell you honestly whether it's covered by your support agreement or needs a project quote.