Managed Service Plans Enablement Guide
Help Desk & IT Management
Unlimited – US Based – 24x7 Phone Support
What it means:
Your team has access to a live help desk staffed by technicians based in the United States, available around the clock every day of the year.
Why it matters:
Employees can get immediate help with common issues like password resets, email problems, or software questions at any time—whether it’s 2 PM on Tuesday or 2 AM on Sunday. This eliminates frustration, reduces productivity loss, and ensures remote workers or late-shift staff always have support.
Business outcome:
Minimized downtime, improved employee satisfaction, and continuous operations regardless of time zone or work schedule.
Unlimited – Management and Support for all Managed Technologies
What it means:
Ongoing administration, monitoring, troubleshooting, and optimization of all covered IT systems—including computers, servers, network equipment, cloud applications, and software platforms—without per-incident billing.
Why it matters:
Your IT infrastructure receives proactive care and expert management to keep systems reliable, secure, and performing optimally. There are no surprise labor charges for routine support tasks, making budgeting predictable.
Business outcome:
Stable technology operations, predictable IT costs, and freedom from per-ticket billing surprises that can disrupt cash flow.
Unlimited – Updates and Patches for all Managed Technologies
What it means:
Regular application of security updates, bug fixes, and feature enhancements to operating systems, applications, firmware, and network devices across all managed infrastructure.
Why it matters:
Software vulnerabilities are discovered continuously, and cybercriminals exploit unpatched systems. Automated patch management closes these security gaps quickly while also improving stability and performance.
Business outcome:
Reduced risk of data breaches and ransomware attacks, improved system stability, and compliance with security standards—all without burdening internal staff.
Unlimited – Installations, Moves, Adds, Changes and Deletions (IMAC)
What it means:
Routine infrastructure changes such as setting up new user accounts, deploying workstations, or network devices, reconfiguring systems, or deprovisioning departing employees—all included without additional fees.
Why it matters:
Businesses are constantly evolving with new hires, role changes, and equipment upgrades. IMAC services ensure these transitions happen smoothly and securely without requiring separate work orders or invoicing.
Business outcome:
Seamless operational flexibility, faster onboarding and onboarding, and elimination of hidden costs for routine IT changes.
Unlimited – On-site Resolution*
What it means:
When remote troubleshooting isn’t sufficient, a qualified technician is dispatched to your location to diagnose and resolve issues hands-on, including hardware failures, or complex configurations.
Why it matters:
Some problems—like a failed server, network outage, or physical equipment setup—require physical presence. On-site support ensures critical issues are resolved quickly without waiting for shipping or lengthy remote sessions.
Business outcome:
Faster recovery from hardware failures, reduced business disruption, and confidence that complex issues receive the attention they require.
24x7 Proactive Network Monitoring
What it means:
Continuous automated surveillance of servers, workstations, network devices, cloud services, and critical applications using remote monitoring and management (RMM) tools that track performance, health, and availability in real time.
Why it matters:
Most IT problems show warning signs before they cause outages—disk space filling up, backup failures, service degradation, or unusual activity. Proactive monitoring detects these issues early so they can be addressed before users are affected.
Business outcome:
Fewer surprises, less downtime, improved system reliability, and the ability to resolve issues during off-hours before they impact business operations.
Cybersecurity
Managed Email Filtering
What it means:
Advanced cloud-based filtering that scans all inbound and outbound email for spam, viruses, malware, and phishing attempts before messages reach user inboxes, with centralized policies and quarantine management.
Why it matters:
Email is the #1 attack vector for cyberattacks. Filtering stops over 99% of spam and malicious emails at the gateway, reducing the chance employees will click dangerous links or download infected attachments.
Business outcome:
Cleaner inboxes, reduced risk of email-borne attacks (phishing, malware, ransomware), and improved employee productivity by eliminating junk mail.
Managed Antivirus
What it means:
Centrally managed endpoint protection software deployed on all workstations and servers that detects, blocks, and removes known malware using signature databases and behavioral heuristics.
Why it matters:
Traditional viruses, trojans, and worms remain common threats. Managed antivirus ensures consistent protection across all devices, with centralized updates, policy enforcement, and alerting when threats are detected.
Business outcome:
Baseline protection against common malware, reduced infection rates, and centralized visibility into endpoint security status.
Email Phishing Simulations
What it means:
Scheduled delivery of realistic but harmless fake phishing emails to employees, followed by instant feedback and coaching when someone clicks a simulated malicious link or provides credentials.
Why it matters:
Over 90% of successful cyberattacks start with phishing. Simulations train employees to recognize red flags like suspicious senders, urgent language, or fake login pages—turning your workforce into a human firewall.
Business outcome:
Measurably lower susceptibility to phishing attacks, documented security awareness for compliance purposes, and a culture of vigilance that reduces breach risk.
Managed Anti-Malware
What it means:
Advanced endpoint protection that goes beyond signature-based antivirus to detect and block sophisticated threats like spyware, adware, trojans, rootkits, and fileless malware using behavioral analysis and machine learning.
Why it matters:
Modern threats often evade traditional antivirus by not matching known signatures. Anti-malware tools monitor behavior—like unusual memory access or registry changes—to catch zero-day threats and polymorphic attacks.
Business outcome:
Layered defense against advanced threats that bypass basic antivirus, reducing the window of vulnerability and protecting against emerging attack techniques.
Managed Anti-Ransomware
What it means:
Specialized protection that monitors for ransomware behavior (rapid file encryption, unauthorized encryption processes, or suspicious file modifications) and automatically isolates affected systems to prevent spread.
Why it matters:
Ransomware attacks can encrypt entire networks in minutes, crippling operations and demanding six-figure ransom payments. Anti-ransomware tools detect encryption activity early, stop the attack, and trigger recovery procedures.
Business outcome:
Dramatically reduced ransomware impact, faster recovery from attacks, and protection of critical business data from encryption and exfiltration.
End User Awareness Training
What it means:
Ongoing, engaging short-form cybersecurity training modules (5-10 minutes each) delivered via web browser or email that teach employees to recognize phishing, handle data securely, use strong passwords, and follow security best practices.
Why it matters:
Technology alone cannot stop all attacks—employees are both the weakest link and strongest defense. Regular training creates a security-conscious culture and demonstrates due diligence for cyber insurance and compliance audits.
Business outcome:
Measurably reduced human error, improved security posture, satisfied compliance requirements (HIPAA, PCI-DSS, CMMC, etc.), and documented training records for audits and insurance.
Dark Web Credentials Monitoring
What it means:
Continuous automated scanning of dark web forums, credential marketplaces, paste sites, and breach databases for exposed company email addresses, usernames, and passwords associated with your organization.
Why it matters:
Stolen credentials often circulate on the dark web for months before being used in attacks. Early detection allows you to reset passwords and implement additional controls (like multi-factor authentication) before attackers exploit the data.
Business outcome:
Proactive defense against account takeover attacks, reduced breach risk from credential stuffing, and early warning of potential compromises before damage occurs.
DNS Content Filtering
What it means:
Network-level filtering that blocks access to malicious, inappropriate, or non-productive websites by intercepting DNS requests (the internet’s address book) before connections are established.
Why it matters:
Employees can accidentally (or intentionally) visit dangerous sites that distribute malware, phishing pages, or illegal content. DNS filtering stops these connections instantly, providing protection even for mobile and remote devices.
Business outcome:
Reduced malware infections from drive-by downloads, improved productivity by blocking time-wasting sites, easier compliance with acceptable use policies, and protection for off-network devices.
Actionable Intelligence & Security Reporting for Compliance Audits
What it means:
Regular executive-level and technical reports that summarize security posture, incident trends, risk scores, remediation status, patch compliance, training completion rates, and control e6ectiveness—formatted for audit and compliance frameworks.
Why it matters:
Regulators, auditors, cyber insurance carriers, and board members need documented evidence that security controls are in place and effective. These reports provide the paper trail required to demonstrate due diligence and compliance.
Business outcome:
Audit-ready documentation, faster compliance certification (SOC 2, HIPAA, PCI-DSS, ISO 27001), reduced audit preparation time, and evidence of continuous improvement for cyber insurance renewals.
Unlimited – 24x7 – Security Operations Center – Detection & Response
What it means:
A dedicated team of security analysts working around the clock who monitor your environment using advanced tools (SIEM, EDR, threat intelligence), investigate suspicious activity, and respond to security incidents with containment, eradication, and recovery procedures.
Why it matters:
Automated tools generate thousands of alerts daily, and distinguishing real threats from false alarms requires human expertise. A SOC provides continuous threat hunting, triage, investigation, and coordinated response that internal teams often cannot staff 24×7.
Business outcome:
Faster detection and response to attacks (minutes instead of months), reduced breach impact, expert guidance during security incidents, and the ability to defend against sophisticated threats without building an internal security team.
IT Strategy
Unlimited Access to Expert IT Advice
What it means:
On-demand consultation with experienced IT professionals for guidance on technology decisions, vendor selection, software licensing, architecture design, security controls, and best practices—without hourly billing.
Why it matters:
Technology decisions have long-term cost and security implications. Access to seasoned advisors ensures you make informed choices that align with business goals, avoid costly mistakes, and leverage industry best practices.
Business outcome:
Better technology investments, reduced risk of vendor lock-in or poor architecture decisions, and confidence that IT strategy supports business objectives.
Dedicated Account Manager
What it means:
A single point of contact who owns the overall client relationship, manages contracts and billing, coordinates escalations, communicates updates, and ensures satisfaction from a business perspective.
Why it matters:
Having one consistent contact eliminates confusion about who to call, ensures continuity when issues arise, and provides a business-focused advocate who understands your organization’s priorities and history.
Business outcome:
Streamlined communication, faster issue resolution through effective escalation, and a trusted partner who proactively identifies opportunities and risks.
Dedicated Service Delivery Manager
What it means:
A technical operations leader responsible for day-to-day service execution, ticket management, resource coordination, and continuous process improvement for your account.
Why it matters:
While the Account Manager focuses on the business relationship, the Service Delivery Manager ensures technical work is completed on time, within scope, and to quality standards—acting as the operational quarterback.
Business outcome:
Consistent service quality, met commitments, optimized service delivery processes, and accountability for technical outcomes.
Infrastructure Assessment and Strategic Roadmap
What it means:
A comprehensive review of your current IT environment—hardware, software, network, security, processes, and risks—followed by a prioritized multi-year plan that sequences upgrades, risk mitigation, and cost optimization aligned with business goals.
Why it matters:
Without a roadmap, IT investments are reactive and fragmented. A strategic plan ensures technology decisions support business growth, reduce technical debt, and address risks systematically rather than through crisis management.
Business outcome:
Clear visibility into future IT needs and costs, proactive planning that avoids emergency spending, and technology that scales with business growth.
Quarterly Program Reporting
What it means:
Scheduled business reviews (typically quarterly) that present performance metrics, service ticket analysis, project updates, security posture, upcoming initiatives, and recommendations—designed for executive audiences.
Why it matters:
Regular reporting creates transparency, demonstrates value, provides early warning of issues, and ensures alignment between IT activities and business priorities. It also provides documentation for board meetings and stakeholder updates.
Business outcome:
Clear accountability, data-driven decision making, demonstrated ROI from IT investments, and proactive identification of risks and opportunities.
Cloud Services
Fully Managed Remote Backup
What it means:
Automated, encrypted o6-site backup of critical servers, and data to secure cloud storage with defined retention periods, monitoring, testing, and managed restoration services—up to 1-3 terabytes (depending on plan) of protected data.
Why it matters:
Local backups alone leave you vulnerable to fire, theft, ransomware, or disasters that a6ect your primary location. Cloud backups ensure recoverability after any incident.
Business outcome:
Business continuity after ransomware, hardware failure, or disaster; compliance with data retention regulations; and peace of mind that critical data can be restored quickly.
Fully Managed Backup for Emails and Cloud Files
What it means:
Continuous automated backup of Microsoft 365 (Exchange Online, OneDrive, SharePoint) or Google Workspace (Gmail, Drive, Shared Drives) data to thirdparty cloud storage with point-in-time recovery and long-term retention.
Why it matters:
Microsoft and Google provide infrastructure uptime but limited data recovery—deleted items are only retained 14-30 days. Employees accidentally delete emails, malicious insiders purge data, and ransomware can encrypt cloud files. Third-party backup provides insurance against data loss beyond native retention.
Business outcome:
Protection against accidental deletion, malicious data destruction, and cloud service outages; compliance with long-term data retention requirements; and the ability to recover from incidents that occur outside native retention windows.
What This Means for Your Business
Reduced Downtime and Improved Productivity
24×7 support, proactive monitoring, and unlimited IMAC services ensure employees can work without interruption. Issues are detected and resolved before they impact operations, and routine IT tasks don’t create delays.
Strengthened Cybersecurity Posture
Layered security controls—filtering, endpoint protection, employee training, dark web monitoring, DNS filtering, and 24×7 SOC—dramatically reduce the likelihood and impact of cyberattacks. Multiple defensive layers ensure that if one control fails, others stop the threat.
Audit-Ready Compliance
Security reporting, training records, patch management documentation, and backup verification provide the evidence required for regulatory audits (HIPAA, PCI-DSS, SOC 2, etc.) and cyber insurance applications, reducing preparation time and demonstrating due diligence.
Predictable IT Costs
“Unlimited” service models for help desk, IMAC, monitoring, and on-site support eliminate surprise invoices and simplify budgeting. Fixed monthly fees make it easier to forecast IT expenses and avoid emergency spending.
Strategic Technology Planning
Dedicated account management, service delivery oversight, infrastructure assessments, and quarterly reviews ensure IT investments align with business goals, risks are addressed proactively, and technology scales with growth.
Business Continuity and Resilience
Managed backups, anti-ransomware protection, SOC monitoring, and rapid incident response minimize the impact of disasters, attacks, or outages—ensuring the business can recover quickly and maintain operations.
Key Definitions
RMM (Remote Monitoring and Management):
Software agents installed on endpoints and servers that continuously collect health, performance, and security data, enabling proactive issue detection and remote administration.
SIEM (Security Information and Event Management):
Centralized platform that aggregates and analyzes security logs and events from across the IT environment to detect threats and support incident investigation.
EDR (Endpoint Detection and Response):
Advanced endpoint security that monitors processes, memory, and behavior for malicious activity and enables rapid investigation and containment of threats.
SOC (Security Operations Center):
A team of security analysts and tools that provide 24×7 monitoring, threat detection, incident investigation, and response coordination.
IMAC (Installs, Moves, Adds, Changes):
Routine IT infrastructure changes including new device setup, user account creation, equipment relocation, configuration updates, and asset decommissioning.
QBR (Quarterly Business Review):
Scheduled meeting (typically quarterly) between service provider and client to review performance, discuss goals, and plan strategic initiatives.
Dark Web:
Hidden internet networks accessible only through specialized software (Tor) where stolen credentials, data breaches, and illicit services are traded.
DNS (Domain Name System):
The internet’s address book that translates domain names (example.com) into IP addresses; DNS filtering blocks malicious sites at this lookup stage.
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