Managed Services and How to Find More info about Customer Contracts

This is a general guide to the services we offer. These divisions are flexible, as we try to meet the needs of the individual customer when we propose a managed services offering: 

Most of the terms used here are common in our industry. A quick Google search will familiarize you with them. If you have questions, please ask!

Essential RMM Services. Managed EDR + NGAV (via Todyl), cloud-based firewall (Todyl SASE) or on-premises firewall (sometimes both), patch management, network management. Customer may have to wait for end user support a day or two depending on how busy we are. (See response times.)

Additional Services: Duo MFA or Duo Access, Splashtop end user access, business hours or 24/7 end-user help desk support (response times between 30 minutes and a few hours depending on issue), SIEM and GRC (via Todyl). 

You can check service levels for a specific company using the tools indicated below. 

AutoTask UDF field for Customer's Help Desk 

There's a User-Defined Field called "Help Desk Support Type" in each Autotask account indicating whether the customer is entitled to help desk support for end user issues. If so, our response time for these types of issues is much quicker than for non-help desk RMM customers. 

Account Classifications

Account Classifications indicate general level of service. 

IT Glue

In IT Glue, in the customer's Site Summary, info on which plan customer is on and what services are included is under the Contract section. 

Word Doc

There's a Word doc in the root of the SharePoint Documents site containing details of each customer and their services: List of MSA and Hosted Services Customers.

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