Inclusion List – Premium Clients Only
|
DESCRIPTION |
FREQUENCY |
INCLUDED |
|
DESKTOP, LAPTOPS AND SERVERS |
||
|
Setup New Profiles on Desktops and Laptops (domain connected) |
As Needed |
YES |
|
Add New User Accounts – Domain Accounts |
As Needed |
£ 29 |
|
Remove User Accounts – Domain Accounts |
As Needed |
£ 29 |
|
Edit User Accounts – Domain Accounts |
As nEeded |
YES |
|
Forgotten Password Resets |
As Needed |
YES |
|
Setup & Maintain Security Groups |
As Needed |
YES |
|
Setup & Maintain Network Drives |
As Needed |
YES |
|
Restore Files from Backups |
As Needed |
YES |
|
Troubleshoot Operating System Not Working |
As Needed |
YES |
|
Troubleshoot Microsoft Office Not Working |
As Needed |
YES |
|
Troubleshoot Anti-Virus Not Working |
As Needed |
YES |
|
Reboot Servers |
As Needed |
YES |
|
Troubleshoot Hardware Issues |
As Needed |
YES |
|
Hard Drive Clean-up (Remove Temp & Unnecessary Files) |
As Needed |
YES |
|
Microsoft Patch Management (Service Packs & Updates) |
Weekly |
YES |
|
Update Approved 3rd Party Applications (Adobe Flash, Adobe Reader, PDF Creator, Java, 7-Zip, etc…) |
Monthly |
YES |
|
Monitor all Critical Servers |
Daily |
YES |
|
Monitor Anti-Virus Running & Protection Enabled |
Daily |
YES |
|
Monitor Anti-Virus Definitions +Updating Correctly |
Daily |
YES |
|
Monitor Anti-Malware Running & Protection Enabled |
Daily |
YES |
|
Monitor Anti-Malware Definitions Updating Correctly |
Daily |
YES |
|
Monitor Hard Disk Health + Space & Defrag if Necessary |
Daily |
SERVERS |
|
Monitor Security and Event Logs |
Daily |
SERVERS |
|
Roll out our Best Practise Security Policies |
On-Going |
YES |
|
BACKUPS AND DISASTER RECOVERY |
||
|
Monitor Server and Computer Backups |
Daily |
YES |
|
Troubleshoot Server and Computer Backup Failures |
As Needed |
YES |
|
Monitor Microsoft 365 Backups |
24x7x365 |
YES |
|
Troubleshoot Microsoft 365 Backup Failures |
As Needed |
YES |
|
Manual Test Restore & Report of All Approved Backups |
Monthly |
YES |
|
PRINTERS |
||
|
Clear & Reset Printer Queues |
As Needed |
YES |
|
Troubleshoot Printer Issues |
As Needed |
YES |
|
Add / Edit / Delete Printer Mapping Group Policies |
As Needed |
SERVERS |
|
Add / Edit / Delete Printer Drivers for Existing Printers |
As Needed |
SERVERS |
|
NETWORK (Managed Network and Broadband Clients only) |
||
|
Troubleshoot Internet Service Provider Issues & Outages |
As Needed |
YES |
|
Troubleshoot Network Switch Issues |
As Needed |
YES |
|
Troubleshoot Wi-Fi Access Point Issues |
As Needed |
YES |
|
Update Wi-Fi SSID / Keys |
As Needed |
YES |
|
Troubleshoot Router Issues |
As Needed |
YES |
|
Troubleshoot Firewall Issues |
As Needed |
YES |
|
Firewall Security Firmware and checks |
Monthly |
YES |
|
Monitor Network Switches Operations & Availability |
24x7x365 |
YES |
|
Monitor Wi-Fi Access Points Operations & Availability |
24x7x365 |
YES |
|
Monitor Router Operations & Availability |
24x7x365 |
YES |
|
Monitor Firewall Operations & Availability |
24x7x365 |
YES |
|
MOBILE PHONES & TABLETS (JMV Managed Mobiles only) |
||
|
Configure Outlook Mail App |
As Needed |
YES |
|
Configure OneDrive for Business App |
As Needed |
YES |
|
Configure Teams for Business App |
As Needed |
YES |
|
MICROSOFT 365 (Tenant Management and Support Clients) |
||
|
Add New User Accounts |
As Needed |
£ 29 |
|
Remove User Accounts |
As Needed |
£ 29 |
|
Edit User Accounts |
As Needed |
Yes |
|
Add / Edit / Delete User and Security Groups |
As Needed |
YES |
|
Add / Edit / Delete Shared Mailboxes |
As Needed |
YES |
|
Add / Edit / Delete Distribution Groups |
As Needed |
YES |
|
Forgotten Password Resets |
As Needed |
YES |
|
Restore Files from Backups |
As Needed |
YES |
|
Install & Connect OneDrive Desktop Client |
As Needed |
YES |
|
Install & Connect Teams Desktop Client |
As Needed |
YES |
Items not included in the above list are not covered by support contracts and will incur additional costs.