Inclusion List

DESCRIPTION

FREQUENCY

INCLUDED

• CONSULTING

Onsite Quarterly Business Review (QBR)

Quarterly

YES

• DESKTOP, LAPTOPS AND SERVERS

Setup New Profiles on Desktops and Laptops

As Needed

YES

Add / Edit / Delete User Accounts

As Needed

YES

Forgotten Password Resets

As Needed

YES

Archive Old User Accounts (Backup Email & Files)

As Needed

YES

Setup & Maintain Security Groups

As Needed

YES

Setup & Maintain Network Drives

As Needed

YES

Restore Files from Backups ⁽¹⁾

As Needed

YES

Troubleshoot Operating System Not Working

As Needed

YES

Troubleshoot Microsoft Office Not Working

As Needed

YES

Troubleshoot Anti-Virus Not Working

As Needed

YES

Reboot Servers

As Needed

YES

Troubleshoot Hardware Issues ⁽³⁾

As Needed

YES

Hard Drive Clean-up (Remove Temp & Unnecessary Files)

As Needed

YES

Warranty Claim Processing ⁽³⁾

As Needed

YES

Microsoft Patch Management (Service Packs & Updates)

Daily

YES

Update Approved 3^rd Party Applications ⁽⁴⁾

Daily

YES

Monitor all Critical Server and Computer Services and Fix

24x7x365

YES

Monitor Anti-Virus Running & Protection Enabled

24x7x365

YES

Monitor Anti-Virus Definitions +Updating Correctly

24x7x365

YES

Monitor Anti-Malware Running & Protection Enabled

24x7x365

YES

Monitor Anti-Malware Definitions Updating Correctly

24x7x365

YES

Monitor Hard Disk Health + Space & Defrag if Necessary

24x7x365

YES

Monitor High CPU Usage

24x7x365

YES

Monitor Security and Event Logs

24x7x365

YES

Roll out our Best Practise Security Policies

On-Going

YES

• BACKUPS AND DISASTER RECOVERY

Monitor Server and Computer Backups ⁽¹⁾

24x7x365

YES

Troubleshoot Server and Computer Backup Failures ⁽¹⁾

As Needed

YES

Monitor Office365 Backups ⁽¹⁾

24x7x365

YES

Troubleshoot Office365 Backup Failures ⁽¹⁾

As Needed

YES

Manual Test Restore & Report of All Approved Backups ⁽¹⁾

Monthly

YES

• PRINTERS

Clear & Reset Printer Queues

As Needed

YES

Troubleshoot Printer Issues

As Needed

YES

Add / Edit / Delete Printer Mapping Group Policies

As Needed

YES

Add / Edit / Delete Printer Drivers for Existing Printers

As Needed

YES

Troubleshoot Printer Hardware Issues ⁽³⁾

As Needed

YES

Warranty Claim Processing ⁽³⁾

• NETWORK

Troubleshoot Internet Service Provider Issues & Outages

As Needed

YES

Troubleshoot Network Switch Issues

As Needed

YES

Troubleshoot Wi-Fi Access Point Issues

As Needed

YES

Update Wi-Fi SSID / Keys

As Needed

YES

Troubleshoot Router Issues

As Needed

YES

Troubleshoot Firewall Issues

As Needed

YES

Firewall Security Audit and Adjustment

Monthly

YES

Monitor Network Switches Operations & Availability

24x7x365

YES

Monitor Wi-Fi Access Points Operations & Availability

24x7x365

YES

Monitor Router Operations & Availability

24x7x365

YES

Monitor Firewall Operations & Availability

24x7x365

YES

Warranty Claim Processing ⁽³⁾

• DOMAIN NAMES

Add / Edit / Delete MX Records

As Needed

YES

Add / Edit / Delete TXT Records

As Needed

YES

Add / Edit / Delete PTR Records

As Needed

YES

Add / Edit / Delete CNAME Records

As Needed

YES

Add / Edit / Delete A Records

As Needed

YES

• MOBILE PHONES & TABLETS

Configure Outlook or Mail App ⁽²⁾

As Needed

YES

Configure Skype for Business App ⁽²⁾

As Needed

YES

Configure OneDrive for Business App ⁽²⁾

As Needed

YES

Configure Teams for Business App ⁽²⁾

As Needed

YES

• Microsoft 365

Add / Edit / Delete User Accounts

As Needed

YES

Add / Edit / Delete User and Security Groups

As Needed

YES

Add / Edit / Delete Shared Mailboxes

As Needed

YES

Add / Edit / Delete Distribution Groups

As Needed

YES

Forgotten Password Resets

As Needed

YES

Archive Old User Accounts (Backup Email & OneDrive)

As Needed

YES

Restore Files from Backups ⁽¹⁾

As Needed

YES

Install & Connect OneDrive Desktop Client ⁽²⁾

As Needed

YES

Install & Connect Skype for Business Desktop Client ⁽²⁾

As Needed

YES

Install & Connect Teams Desktop Client ⁽²⁾

As Needed

YES