Ideal IT 9.0
Scope & Standards
Ideal IT Services
- Unlimited Help Desk Support
- Unlimited Automated Support
- Server Administration
- Workstation Administration
- Special Services, Adds, Moves and Changes
- Vendor Coordination
- Managed Network Switch Appliance
- Managed Firewall Appliance
- Managed CC:Backup™ Appliance
- Internet Connectivity Support
- Client Requisites
Ideal IT Service Exclusions
- End of Support
- Consumer Grade Products
- Residential Services
- Equipment Purchased Elsewhere
Scope & Standards Archive
- View our Ideal IT 8.0 Scope & Standards
Questions?
- Please call 770.441.2520
Ideal IT Services
Frequency | Ideal IT 9.0 | |
---|---|---|
Unlimited Help Desk Support | ||
8x5 Telephone, Email and Chat Support | As Needed | Yes |
Unlimited Automated Support | ||
Behind-the-Scenes 24x7x365 Support for Common Issues via Automation | Ongoing | Yes |
Server Administration | ||
Windows Server Active Directory Administration | Ongoing | Yes |
As Needed | Yes | |
As Needed | Yes | |
As Needed | Yes | |
As Needed | Yes | |
As Needed | No | |
Windows Server Patch Management | As Needed | Yes |
Automated Alert Monitoring and Management | Ongoing | Yes |
Workstation Administration | ||
OS Updates, Patches, Troubleshooting | Ongoing | Yes |
Microsoft Office (Word, Excel, Outlook, Teams, PowerPoint) | Ongoing | Yes |
Special Services, Adds, Moves, and Changes | ||
Quarterly Business Reviews | Quarterly | Yes |
Equipment Lifecycle Planning | Ongoing | Yes |
Ongoing | Yes | |
Ongoing | Yes | |
New Team Member Onboarding Process | As Needed | Yes |
As Needed | Yes | |
Team Member Offboarding Process | As Needed | Yes |
As Needed | Yes | |
New Workstation Setup | As Needed | No |
Wipe and Reload PC | As Needed | No |
Domain Name Registration and Renewals | Annually | Yes |
SSL Certificate Registration, Configuration and Renewals | Annually | Yes |
Emergency After-Hours Support | As Needed | No |
Vendor Coordination | ||
Line of Business Application Vendor Coordinations | As Needed | Yes |
Leased Copier and Printer Vendor Coordination | As Needed | Yes |
Phone Vendor Coordination | As Needed | Yes |
Managed Network Switch Appliance | ||
Ongoing | Yes | |
As Needed | No | |
Administration of WLAN Infrastructure | Ongoing | Yes |
Managed Firewall Appliance | ||
As Needed | Yes | |
As Needed | Yes | |
As Needed | Yes | |
As Needed | Yes | |
As Needed | No | |
Ongoing | Yes | |
Antivirus Software & Updates | Ongoing | Yes |
Endpoint Detection & Response (EDR) Software and Updates | Ongoing | Yes |
Zero Trust Application Access | Ongoing | Yes |
Email Phishing Testing and Security Awareness Training | 2x Monthly | Yes |
Email Spam Filtering | Ongoing | Yes |
Security Incident Response + Remediation (single mailbox) | As Needed | Yes |
Security Incident Response + Remediation (>0 endpoint or >1 mailbox) | As Needed | No |
Managed CC:Backup™ Appliance | ||
Scheduled | Yes | |
Daily | Yes | |
Internet Connectivity Support | ||
Internet Service Provider (ISP) Relationship Management | Ongoing | Yes |
As Needed | Yes | |
As Needed | Yes | |
As Needed | No | |
Configure Graceful Failover to Secondary ISP | Ongoing | Yes |
Troubleshoot Network Connectivity Issues | As Needed | Yes |
Troubleshoot Internet Connectivity Issues (requires backup ISP) | As Needed | Yes |
Client Requisites | ||
2x Business Grade Internet Services (primary + failover) | Ongoing | |
Static Public IP Address | Ongoing | |
Active Cyber Insurance Policy | Ongoing |
Statement of Work (SOW)
Unlimited Help Desk Support
Rocket IT provides unlimited help desk support for all covered Client team members. Standard Help Desk hours are 8 a.m. – 5 p.m. ET, Monday – Friday, excluding major holidays. Emergency after-hours support is available as needed at an additional hourly rate. Help Desk Support may be requested by calling 770.441.2520 x1, by emailing support@rocketit.com, or via online chat at https://rocketit.com/chat/.
Unlimited Automated Support
Rocket IT provides unlimited automated support utilizing Remote Monitoring and Management (RMM) software. Automated support services include the installation of critical updates for modern Windows operating systems, Apple operating systems, Microsoft 365, and certain other applications. Automated support services may include remediation for installed malware, failed services, drive clean-up (temp and unnecessary files), drive optimization, virus, malware and spyware scans, as well as hardware and software auditing. Internet-connected and powered-on systems are monitored 24x7 for critical errors. Critical errors will automatically create a Service Ticket in our ticket management system to be addressed by a support professional or our automation software, which provides automatic response to resolve critical issues. Errors that occur during the maintenance window, such as viruses found or unavailable machines, will trigger a Service Ticket to be automatically created in our ticket-management system. All time billed by the Rocket IT Automated Support software will be covered under the scope of this agreement.
Server Administration
Rocket IT will provide routine administration and maintenance for all covered server hardware and software, including any covered third-party software and/or line of business applications.
Workstation Administration
Rocket IT will provide routine administration and maintenance for all covered PCs running modern Microsoft Windows or Apple MacOS operating systems.
Special Services, Adds, Moves and Changes
Many special services are included with your Ideal IT support subscription, but certain infrequent and/or particularly time-consuming services may be billed out of scope. See the Ideal IT Services table above for details.
Vendor Coordination
At the client's discretion, we will serve as the agent of record to open support tickets with vendor/third-party support. Any costs related to a vendor or third-party support agreement and all related support charges will be incurred directly by the client. If no vendor or third-party support is available and we elect to attempt to provide support, these services will be billed out of scope. In some cases, we may not be able to help at all without the support of a vendor.
Managed Network Switch Appliance
Rocket IT will provide one or more managed network switch appliances for each covered Client location.
Managed Firewall Appliance
Rocket IT will provide a managed firewall appliance for each covered Client location.
Managed CC:Backup™ Appliance
Rocket IT will provide a managed CC:BackupTM appliance for backing up data on covered Servers.
Internet Connectivity Support
See Ideal IT Services table for information related to Internet connectivity support.
Client Requisites
Clients are expected to maintain two business-grade Internet connections and a static, public IP address at each business office location. Clients must also carry their own cybersecurity insurance policy.
Ideal IT Service Exclusions
End of Support
When a product has an identified “end-of-support” (EOS) date, the manufacturer or vendor will no longer provide patching, updates, or support to ensure the product continues to operate efficiently and securely after that date. During your Quarterly Business Reviews, we will provide updates on upcoming EOS dates relevant to your business and make recommendations to avoid reaching those dates on any actively used technology within your organization. Once a product reaches EOS, any support on it will be billed out of scope and additional charges, including penalties, may apply.
Consumer-Grade Products
We do not support consumer-grade products within the scope of your Ideal IT SOW.
Residential Services
If or when a Client team member transitions to home or alternative networks, Rocket IT will make best effort to maintain connections and serviceability. However, home or alternative networks may not have adequate internet connectivity and equipment to effectively work. Rocket IT is not responsible for inadequacies in those home or alternative networks or to secure those connections. Home equipment will not be as secure and may not have Rocket IT’s software and security features. Rocket IT is not responsible for the security of the home or alternative networks. Work on a home or alternative network is outside the scope of this SOW and Rocket IT may charge its hourly rate for any related work. Rocket IT will charge for additional software installed at home or alternative networks as needed.
Equipment Purchased Elsewhere
After beginning an Ideal IT SOW with Rocket IT, equipment purchased elsewhere will require out-of-scope billing for any installation and initial troubleshooting we provide.