What's Included in SI IT's "Support"?

If it's on this list, it's included. If you have any questions, feel free to reach out.
DESCRIPTION FREQUENCYINCLUDED
CONSULTING
Onsite Quarterly Business Review (QBR)QuarterlyYES
DESKTOP, LAPTOPS AND SERVERS
Setup New Profiles on Desktops and LaptopsAs NeededYES
Add / Edit / Delete User AccountsAs NeededYES
Forgotten Password ResetsAs NeededYES
Archive Old User Accounts (Backup Email & Files)As NeededYES
Setup & Maintain Security GroupsAs NeededYES
Setup & Maintain Network DrivesAs NeededYES
Restore Files from Backups (1)As NeededYES
Troubleshoot Operating System Not WorkingAs NeededYES
Troubleshoot Microsoft Office Not WorkingAs NeededYES
Troubleshoot Anti-Virus Not WorkingAs NeededYES
Reboot ServersAs NeededYES
Troubleshoot Hardware Issues (3)As NeededYES
Hard Drive Clean-up (Remove Temp & Unnecessary Files)As NeededYES
Warranty Claim Processing (3)As NeededYES
Microsoft Patch Management (Service Packs & Updates)DailyYES
Update Approved 3rd Party Applications (Adobe Flash, Adobe Reader, PDF Creator, Java, 7-Zip)DailyYES
Monitor all Critical Server and Computer Services and Fix24x7x365YES
Monitor Anti-Virus Running & Protection Enabled24x7x365YES
Monitor Anti-Virus Definitions +Updating Correctly24x7x365YES
Monitor Anti-Malware Running & Protection Enabled24x7x365YES
Monitor Anti-Malware Definitions Updating Correctly24x7x365YES
Monitor Hard Disk Health + Space & Defrag if Necessary24x7x365YES
Monitor High CPU Usage24x7x365YES
Monitor Security and Event Logs24x7x365YES
Roll out our Best Practise Security PoliciesOn-GoingYES
BACKUPS AND DISASTER RECOVERY
Monitor Server and Computer Backups (1)24x7x365YES
Troubleshoot Server and Computer Backup Failures (1)As NeededYES
Monitor Office365 Backups (1)24x7x365YES
Troubleshoot Office365 Backup Failures (1)As NeededYES
Manual Test Restore & Report of All Approved Backups (1)MonthlyYES
PRINTERS
Clear & Reset Printer QueuesAs NeededYES
Troubleshoot Printer IssuesAs NeededYES
Add / Edit / Delete Printer Mapping Group PoliciesAs NeededYES
Add / Edit / Delete Printer Drivers for Existing PrintersAs NeededYES
Troubleshoot Printer Hardware Issues (3)As NeededYES
Warranty Claim Processing (3)
NETWORK
Troubleshoot Internet Service Provider Issues & OutagesAs NeededYES
Troubleshoot Network Switch IssuesAs NeededYES
Troubleshoot Wi-Fi Access Point IssuesAs NeededYES
Update Wi-Fi SSID / KeysAs NeededYES
Troubleshoot Router IssuesAs NeededYES
Troubleshoot Firewall IssuesAs NeededYES
Firewall Security Audit and AdjustmentMonthlyYES
Monitor Network Switches Operations & Availability24x7x365YES
Monitor Wi-Fi Access Points Operations & Availability24x7x365YES
Monitor Router Operations & Availability24x7x365YES
Monitor Firewall Operations & Availability24x7x365YES
Warranty Claim Processing (3)
DOMAIN NAMES
Add / Edit / Delete MX RecordsAs NeededYES
Add / Edit / Delete TXT RecordsAs NeededYES
Add / Edit / Delete PTR RecordsAs NeededYES
Add / Edit / Delete CNAME RecordsAs NeededYES
Add / Edit / Delete A RecordsAs NeededYES
MOBILE PHONES & TABLETS
Configure Outlook or Mail App (2)As NeededYES
Configure Skype for Business App (2)As NeededYES
Configure OneDrive for Business App (2)As NeededYES
Configure Teams for Business App (2)As NeededYES
OFFICE 365
Add / Edit / Delete User AccountsAs NeededYES
Add / Edit / Delete User and Security GroupsAs NeededYES
Add / Edit / Delete Shared MailboxesAs NeededYES
Add / Edit / Delete Distribution GroupsAs NeededYES
Forgotten Password ResetsAs NeededYES
Archive Old User Accounts (Backup Email & OneDrive)As NeededYES
Restore Files from Backups (1)As NeededYES
Install & Connect OneDrive Desktop Client (2)As NeededYES
Install & Connect Skype for Business Desktop Client (2)As NeededYES
Install & Connect Teams Desktop Client (2)As NeededYES
1) Only applies to when using the Backup Platforms in our Recommended Technology Platform.
(2) This assumes that you already have the back-end systems and company-wide configurations all setup and configured for this product. If you don’t, then We will discuss with You the scope of any potential Project and send You a separate Proposal for your review.
(3) As you can appreciate, it’s hard to build a profitable and sustainable business offering “Unlimited Support” at a reasonable price for items that we didn’t recommend, sell and install.

As such, if the Hardware we are troubleshooting was not purchased from us and/or the device is not currently covered by the Manufacturer’s warranty, a care pack or a maintenance agreement, then it is in Our sole discretion as to whether We will cover this work under the Scope of this Agreement or set it as Billable Out of Scope work.

IMPORTANT: We do not support GMail on Microsoft Outlook. There are ways to sync GMail to Outlook, and they work until they don't. Unfortunately, both Microsoft and Google tend to be slow to respond to issues, so we don't support it. GMail is designed to be used on the web. If you wish to use Outlook, we suggest you migrate to Microsft's M365 for Business.