Enterprise and Essentials Scope of Support

Below is the Scope of Support that we generally follow. The Scope of Support in your agreement supersedes this Scope of Support. For any questions about that, please reach out to your Account Manager.

SERVICE FREQUENCY ENTERPRISE ESSENTIALS
SUPPORT
Remote and onsite support for workstations and servers during business (and extended for Enterprise) hours1 AS NEEDED INCLUDED BLOCK
Scheduled site visits AS NEEDED INCLUDED BLOCK
Emergency after hours and holidays2 AS NEEDED $295/HOUR $295/HOUR
SECURITY
Manage firewall software, firmware, and configuration changes3 AS NEEDED INCLUDED BLOCK
Manage firewall services (antivirus, intrusion detection/prevention, content filtering, etc)3,4 AS NEEDED INCLUDED BLOCK
Provide and manage antivirus, antimalware, antiransomware, and endpoint detection and response for servers and workstations PERPETUAL INCLUDED INCLUDED
Manage antispam protection for email3,4 PERPETUAL INCLUDED BLOCK
Manage directories, permissions, shares, security groups, group polices, and accounts in Windows Server environments AS NEEDED INCLUDED BLOCK
Create and modify accounts in Windows, Office 365, and line of business software3 AS NEEDED INCLUDED BLOCK
Monitor for unusual activity on Client network PERPETUAL INCLUDED NOT INCLUDED
Provide security awareness training for employees PERPETUAL INCLUDED INCLUDED
Provide email phishing testing and training for employees QUARTERLY INCLUDED INCLUDED
BACKUPS
Manage Datto local and cloud backups for servers3 PERPETUAL INCLUDED INCLUDED
Provide image and file level backups for servers5 PERPETUAL INCLUDED INCLUDED
Provide file level backups for workstations6 PERPETUAL INCLUDED INCLUDED
Manual confirmation of backups MONTHLY INCLUDED NOT INCLUDED
Manual backup file restoration testing QUARTERLY INCLUDED NOT INCLUDED
File and system restore AS NEEDED INCLUDED BLOCK
NETWORK
Maintain current network documentation PERPETUAL INCLUDED NOT INCLUDED
Assist with ISP with connectivity issues at Client offices AS NEEDED INCLUDED BLOCK
Manage network equipment including connectivity, routing, VLANs, and wifi3,4 PERPETUAL INCLUDED BLOCK
Network equipment software and firmware updates AS NEEDED INCLUDED BLOCK
Network resource monitoring and planning PERPETUAL INCLUDED BLOCK
New network device installation or device relocation AS NEEDED PROJECT PROJECT
EMAIL
Modify accounts and licenses3,4 AS NEEDED INCLUDED BLOCK
Management of security groups, distribution lists, shared mailboxes, and forwarding rules AS NEEDED INCLUDED BLOCK
APPLICATIONS
Manage applications and ensure they’re running and connecting to local or third-party servers AS NEEDED INCLUDED BLOCK
Work with third-party vendor to provide technical mediation between client and vendor AS NEEDED INCLUDED BLOCK
HYPERVISOR
Monitor resources, performance, and services PERPETUAL INCLUDED BLOCK
Virtual machine creation, modification, deletion AS NEEDED INCLUDED BLOCK
Resource allocation management AS NEEDED INCLUDED BLOCK
Perform updates and security patches MONTHLY INCLUDED BLOCK
Perform version updates AS NEEDED INCLUDED BLOCK
Maintenance window and rebooting MONTHLY INCLUDED INCLUDED
New hypervisor installation, configuration, or relocation AS NEEDED PROJECT PROJECT
Physical upgrades or expansions AS NEEDED PROJECT PROJECT
SERVER
Monitor resources, performance, and services PERPETUAL INCLUDED INCLUDED
Perform Windows updates and security releases7 WEEKLY INCLUDED INCLUDED
Perform feature and version updates AS NEEDED INCLUDED INCLUDED
Server and Windows log review MONTHLY INCLUDED INCLUDED
Maintenance window and rebooting WEEKLY INCLUDED INCLUDED
New server installation or relocation AS NEEDED PROJECT PROJECT
WORKSTATION
Monitor resources, performance, and services PERPETUAL INCLUDED INCLUDED
Perform Windows updates and security releases7 WEEKLY INCLUDED INCLUDED
Perform feature and version updates AS NEEDED INCLUDED INCLUDED
Maintenance window and rebooting WEEKLY INCLUDED INCLUDED
New workstation installation or relocation AS NEEDED PROJECT PROJECT
MULTIFUNCTION DEVICES
Network connectivity maintenance and troubleshooting AS NEEDED INCLUDED BLOCK
New printer installation or relocation AS NEEDED PROJECT PROJECT
MOBILE
Mobile device email connectivity and configuration AS NEEDED INCLUDED BLOCK
Configure client owned mobile device for email and MDM AS NEEDED INCLUDED BLOCK
GENERAL
Access to client ticket and billing portal PERPETUAL INCLUDED INCLUDED
Server and workstation inventory management PERPETUAL INCLUDED INCLUDED
Server and workstation lifecycle management AS NEEDED INCLUDED INCLUDED
Maintenance and warranty contracts AS NEEDED INCLUDED INCLUDED
Automated and requested reporting MONTHLY INCLUDED INCLUDED
Technology planning and consulting AS NEEDED INCLUDED PROJECT
Vendor audit and management AS NEEDED INCLUDED NOT INCLUDED
3rd party vendor discounts (Dell, Meraki, etc) AS NEEDED INCLUDED NOT INCLUDED
  1. Frontier IT will provide remote support whenever possible and onsite support at our discretion.
  2. Support provided only if issue is business stopping, and no work around is available. Billed in 15-minute increments with one-hour minimum.
  3. Ability to manage may require an active agreement with vendor to allow Frontier IT to monitor or make changes.
  4. Client-owned equipment or services. Frontier IT can provide these equipment and services at an additional cost.
  5. Server backups do not include file or media servers. For those types of servers, we charge $30 per 1 TB of backup space required after the first 1 TB.
  6. Carbonite maintains 180-days’ worth of version changes and backups up all files except Windows, Program Files, Program Data, users AppData.
  7. Critical and security updates are applied every week. Tools and other updates are on a 30-day delay. Drivers and feature updates on as needed only.

What’s not covered by the Scope of Support

  1. Additional labor not covered in this Scope of Support requested by Client will be billed at a discounted hourly rate.
  2. Parts, equipment, software, service, or labor for setting up new servers, phone/ telecommunications systems, security/access control systems, IT infrastructure, workstations and multifunction devices not purchased through Frontier IT.
  3. Labor, beyond basic, reasonable, support, for Microsoft Office 365 services, Google Workspace, or other service offerings offered by Frontier IT or Springs Hosting, that is not purchased through Frontier IT or Springs Hosting.
  4. Service and offerings that are not purchased through Frontier IT or Springs Hosting.
  5. Training or continual education of software, systems, processes, and policies used by Client beyond Frontier IT dashboards and portals.
  6. Creation or audit of company processes or policies.
  7. Parts, equipment, software, or service for Client’s telecommunications systems.
  8. Cost of any software, licensing, or software renewal or upgrade fees of any kind not included in this Agreement.
  9. Cost of any 3rd party vendor or manufacturer support or incident fees of any kind.
  10. Cost to bring Client’s environment up to minimum standards required for services.