IT Services Guides

This Services Guide contains provisions that define, clarify, and govern the scope of the services described in the quote that has been provided to you (the “Quote”), as well as the policies and procedures that we follow (and to which you agree) when we provide a service to you or facilitate a service for you.  If you do not agree with the terms of this Services Guide, you should not sign the Quote and you must contact us for more information.

This Services Guide is our “owner’s manual” that generally describes all managed services provided or facilitated by Platinum System Holdings, LLC (“PSH,” “we,” “us,” or “our”); however, only those services specifically described in the Quote will be facilitated and/or provided to you (collectively, the “Services”).

This Services Guide is governed under our Master Services Agreement (“MSA”).  You may locate our MSA through the link in your Quote or, if you want, we will send you a copy of the MSA by email upon request. Capitalized terms in this Services Guide will have the same meaning as the capitalized terms in the MSA, unless otherwise indicated below.

Activities or items that are not specifically described in the Quote will be out of scope and will not be included unless otherwise agreed to by us in writing.

This Services Guide contains important provisions pertaining to the auto-renewal of the Services in the Quote, as well as fee increases that may occur from time-to-time.  Please read this Services Guide carefully and keep a copy for your records.

Full Fixed Fee Service Deliverables

Centralized Services

Remote Monitoring and Management

SFT’s Remote Monitoring and Maintenance (RMM) service operates on a 24×7 basis, constantly monitoring managed equipment for errors, alerts, and pre-defined events. Our RMM service also permits us to remotely execute network-related management activities, such as modify network configurations, install updates, and run scripts to test the overall health of your managed network. Should an error, alert, or event occur, then our technicians will be notified, and we will handle the situation(s) in accordance with our service levels, defined below.

Updates & Patch Management

  • Deploy updates (e.g., x.1 to x.2), as well as bug fixes, minor enhancements, and security updates as deemed necessary on all managed hardware.
  • Perform minor hardware and software installations and upgrades of managed hardware.
  • Perform minor installations (i.e., tasks that can be performed remotely and typically take less than thirty (30) minutes to complete).
  • Deploy, manage, and monitor the installation of approved service packs, security updates and firmware updates as deemed necessary on all applicable managed hardware.

3RD Party Software Patching

3rd party software updates (e.g., x.1 to x.2) will be deployed across all compatible applications on a daily basis.

The following restrictions apply:

  • The application must be in the supported programs list located at https://ninite.com/applist/pro.html
  • The application can’t be running during the time of the installation, or it will be skipped during the update process

Email Threat Protection

  • Managed email protection from phishing, business email compromise (BEC), SPAM, and email-based malware.
  • Friendly Name filters to protect against social engineering impersonation attacks on managed devices.
  • Protection against social engineering attacks like whaling, CEO fraud, business email compromise or W-2 fraud.
  • Protects against newly registered and newly observed domains to catch the first email from a newly registered domain.
  • Protects against display name spoofing.
  • Protects against “looks like” and “sounds like” versions of domain names.
    NOTE: Email must be hosted on Microsoft 365 or G-Suite to receive this service.

End User Security Awareness Training

  • Online, on-demand training videos (multi-lingual).
  • Online, on-demand quizzes to verify employee retention of training content.
  • Baseline testing to assess the phish-prone percentage of users; simulated phishing email campaigns designed to educate employees about security threats.

Ongoing Phishing Simulation with Training

Phishing simulation helps employees recognize, avoid, and report potential threats that can compromise critical business data and systems, including phishing, malware, ransomware, and spyware.

Managed Endpoint Antivirus & Antimalware Protection

Next-Gen Antivirus software will be installed across all managed endpoints. These systems will be monitored 24/7 and definition updates are deployed a as they are available from the manufacturer.

Helpdesk Support

Remote and Onsite Help Desk Support

Help Desk support is available during our business hours from 8:00am – 5:00pm for all covered applications and devices. This includes the following:

  • Remote support on all supported applications and devices including training (helping users with questions)
  • Onsite support after remote diagnostics within 45 minutes of our Colorado Springs Office (Onsite support not included if you signed a Remote Fixed Fee Agreement)

TECHNOLOGY ALIGNMENT & BEST PRACTICES

Proactive Technology Alignment

Technology Alignment is our process through which we help mitigate risk and prevent technical issues. It includes the following:

  • Discover and evaluate technical risks
  • Audit the technology to determine if it’s in line with our (over 200) best practice standards
  • Build Technology Alignment Summary reports to provide our clients risk assessment and strategic recommendations

NOTE: We dedicate and schedule out enough time to the technology alignment process which includes an onsite visit for visual inspection and communication with the primary technical contact at your office. Review your SOW for scheduling details.

STRATEGIC VIRTUAL CIO SERVICES

Strategic Business Reviews (SBRs)

Quarterly SBRs are meeting between our Virtual CIO and you to get strategic with making sure your technology will support your business goals. We focus on the following:

  • Building your Strategic Roadmap
  • Evaluate business risks as it relates to technology
  • Build short and long-term IT strategy
  • Build your annual IT budget
  • Review the “Technology Summary” reports provided by our Technology Alignment process
  • Keep informed of ongoing activities

Onboarding Services

Auditing Phase

We will audit your managed information technology environment (the “Environment”) to determine the readiness for, and compatibility with, ongoing managed services.  Our auditing services are comprised of:

  • Audit to determine general Environment readiness and functional capability
  • Review of hardware and software configurations
  • Review of current vendor service / warranty agreements for Environment hardware and software
  • Security vulnerability check
  • Backup and disaster recovery solution audit
  • Speed test and ISP audit
  • Print output audit
  • Office phone vendor service audit
  • Asset inventory
  • Email and website hosting audit
  • Review password policies and update user and device passwords.

Onboarding Phase

  • Uninstall any monitoring tools or other software installed by previous IT consultants.
  • Compile a full inventory of all protected servers, workstations, and laptops.
  • Uninstall any previous virus protection and install our managed antivirus application.
  • Install remote support access application on each managed device to enable remote support.
  • Configure patch management application and check for missing security updates.
  • Uninstall unsafe applications or applications that are no longer necessary.

Stabilization Phase

  • Optimize device performance including disk cleanup, antivirus, and spyware scans.
  • Review firewall configuration and other network infrastructure devices.
  • Review status of battery backup protection on all devices.
  • Stabilize network and assure that all devices can securely access the file server.
  • Review and document current server configuration and status.
  • Determine existing backup strategy and status; prepare backup options for consideration.
  • As applicable, make recommendations for changes that should be considered to the managed environment.

If deficiencies are discovered during the auditing process (such as outdated equipment or unlicensed software), we will bring those issues to your attention and discuss the impact of the deficiencies on our provision of the Services and provide you with options to correct the deficiencies.  Please note, unless otherwise expressly agreed by us in writing, auditing services do not include the remediation of any issues, errors, or deficiencies (“Issues”), and we cannot guarantee that all Issues will be detected during the auditing process.  Issues that are discovered in the Environment after the auditing process is completed may be addressed in one or more subsequent statements of work.

Contact us graphic - Stepping Forward Technology, IT support Colorado Springs

Call 719-302-2808

Let’s discuss your current setup and how tailored technology standards can reduce frustration and increase productivity for your business.

Call 719-302-2808

Let’s discuss how tailored technology standards can reduce frustration and increase productivity for your business.

Contact us graphic - Stepping Forward Technology, IT support Colorado Springs