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 email^3,4	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 servers³	PERPETUAL	INCLUDED	INCLUDED
Provide file level backups for workstations⁵	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 wifi^3,4	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 licenses^3,4	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 releases⁶	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 releases⁶	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
3^rd party vendor discounts (Dell, Meraki, etc)	AS NEEDED	INCLUDED	NOT INCLUDED

Frontier IT will provide remote support whenever possible and onsite support at our discretion.
Support provided only if issue is business stopping, and no work around is available. Billed in 15-minute increments with one-hour minimum.
Ability to manage may require an active agreement with vendor to allow Frontier IT to monitor or make changes.
Client-owned equipment or services. Frontier IT can provide these equipment and services at an additional cost.
Carbonite maintains 180-days’ worth of version changes and backups up all files except Windows, Program Files, Program Data, users AppData.
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

Additional labor not covered in this Scope of Support requested by Client will be billed at a discounted hourly rate.
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.
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.
Service and offerings that are not purchased through Frontier IT or Springs Hosting.
Training or continual education of software, systems, processes, and policies used by Client beyond Frontier IT dashboards and portals.
Creation or audit of company processes or policies.
Parts, equipment, software, or service for Client’s telecommunications systems.
Cost of any software, licensing, or software renewal or upgrade fees of any kind not included in this Agreement.
Cost of any 3rd party vendor or manufacturer support or incident fees of any kind.
Cost to bring Client’s environment up to minimum standards required for services.