Schedule of Services
This Schedule of Services catalogs the managed IT, backup, and security services available from Intega IT ("Provider"). The specific Services provided to a Client are those set forth in the Client's Order. Additional Services may be added only by entering into a new Order.
1. Per-User Site Fees
Per-user site fees define the base level of managed support assigned to each covered user. Users are invoiced per active user in Microsoft Entra ID or Active Directory; it is Client's responsibility to ensure the list of active users is current. Each per-user tier requires, at minimum, Microsoft 365 Business Premium or Microsoft 365 P1 licensing. Recurring fees are billed monthly.
● IN-FM Fully Managed Users: Premium support tier including remote and on-site coverage for full-time, full-use employees. Highest level of proactive management, help desk access, and on-site response.
● Onsite Premium (Per User): Premium support tier including on-site coverage in addition to remote support; highest level of proactive management, help desk access, and on-site response.
● Remote (Per User): Remote support tier delivering managed support and help desk services remotely. On-site attendance, where required, is invoiced separately.
● Email Only (Per User): Coverage scoped to messaging and identity for users who require email/identity services only.
● IN-DL Deskless Users: Coverage scoped to shared-access and mobile usage. Intended for part-time workers, shared devices, or users who don't use technology as frequently as a standard full-time user.
2. Managed Services
The managed Services performed for Client are set forth in the Order. Additional Services may be added only by entering into a new Order.
● Help Desk: Support for desktop applications and operating systems via client portal, email, and phone, including remote-control support. Unless otherwise specified in the Order, delivered 5x8x5.
● Managed Workstation: Workstation monitoring and management, including alert prioritization, remote remediation, configuration backups, firmware updates, and performance tuning. Includes 24x7 monitoring, 8x5x5 remediation, maintenance, patch management, and administration. Excludes hardware replacement or new hardware installation.
● Managed Server (Virtual): Monitoring and management of virtual servers, including alert handling, reporting, and performance tuning. Includes 24x7 monitoring, 8x5x5 remediation, maintenance, patch management, and administration. Excludes major hardware/software upgrades or new server installations.
● Managed Server (Physical): Same scope as above for physical servers.
● Server Monitoring and Management: Alert monitoring, reporting, remote remediation, and backup software monitoring for servers.
● Mobile Device Support: Best-effort support for Android and iOS devices. Mobile device management software is not included unless specified in the Order.
● Managed Onsite Support: On-site delivery of support services during normal business hours, subject to the limitations in the Order. Support not included in the Order is billed at Provider's then-prevailing hourly rate.
● Managed Switch: Monitoring and maintenance of network switches, including settings, firmware upgrades, and configuration backups.
● Managed Wireless Access Point: Configuration, monitoring, and maintenance of Client's wireless access points.
● Managed Vendor: Best-effort coordination with Client's third-party technology vendors on Client's behalf.
● Managed Domain DNS: Enterprise-grade DNS hosting with automated failover and resiliency for critical Client domains and cloud services (1 domain / 40 records / 400,000 queries per month, per the Order).
● Managed Incidents, Adds & Changes (IAC): Management of Incidents, Adds, and Changes (desktop and peripheral items only). Adds are billed at a flat fee per device; Changes are billed per the support contract. A recurring-charge variant (IAC-RC) is available for ongoing management under the same terms. Projects (Adds/Changes exceeding 10% of the desktop/peripheral contract count) are invoiced separately.
● Cloud Print Management: Enables printing from any device to any printer; automates print-queue creation and driver installation, and supports cloud-managed printer administration.
● Managed Printer: Management of print queues and drivers. Firmware upgrades and hardware issues are not included.
● Problem Management: Problem management undertaken as soon as Provider's monitoring staff becomes aware of an incident, documented via the ticketing system.
3. What's Included
Provider supports hardware and systems provided that hardware is covered under a currently active vendor support contract (or replaceable parts are readily available) and software is genuine, currently licensed, and vendor-supported. Non-conforming hardware/systems are excluded from this Schedule. Required third-party vendor support charges are passed to Client only after authorization.
General
● Complete runbook and documentation
● Documentation of software and hardware changes
● Alerting Client to escalating IT risks
● Backup testing with restores
● Status reports and Technical Business Reviews
Devices
● Management and monitoring of workstations
● Management of workstation OS patches and hotfixes
● Management of other networked devices and printers
Networks
● Performance monitoring / capacity planning
● Monitoring of IP-reachable devices (switches, firewall)
● Maintaining internet connectivity
Security
● Firewall log checks
● Confirmation of anti-malware protection updates
● Account/share/security-group creation and lifecycle management, including password and access policy administration
● Permissions and file system management
● Monitoring for unusual activity across users, devices, network, and cloud environment, with remediation
● Monitoring and release/quarantine management for email advanced threat protection
● User enrollment in security awareness training and password management portals
4. Service Delivery & Support Process
Remote Monitoring and Management. Provider uses remote monitoring and management tooling to monitor, patch, and connect to workstations and servers remotely, with minimal interruption to the end user.
Ticketing. When monitoring detects an issue, an alert ("Service Ticket") is generated to track the issue through resolution. Additional support requests are opened through the client support portal or by email; phone-in requests are available during business hours if online tools are unavailable.
Internal Escalation.
● Level 1: Initial ticket creation, issue identification, and basic troubleshooting.
● Level 2: Escalation for more complex hardware/software issues, handled by more experienced engineers.
● Level 3: Escalation for the most complex issues, handled by senior engineers who may collaborate directly with third-party vendor support.
The technician who opens the initial ticket owns it through to resolution, escalating internally as needed.
Service Reviews. Conducted at an agreed cadence, covering the prior period's statistics and trends captured and resolved within the environment.
Technical Business Reviews (TBR). Conducted at an agreed regular period, providing an explanation and analysis of the prior quarter's IT results, a network status report, and discussion of future business goals to confirm the current IT configuration continues to support them.
5. Backup & Security Services
Identity & Access
● Multi-Factor Authentication: Additional authentication factor at sign-in (push, token, or SMS/call) for Microsoft 365 and Google Workspace environments.
● End-User Identity Verification: Identity confirmation tools used by the support desk to counter social-engineering and impersonation attempts.
● Password Management: Centralized password creation, secure storage, and single sign-on.
● Automated Privileged Access & Credential Management: Continuous rotation and vaulting of privileged credentials, with just-in-time elevated access and full session logging.
Endpoint & Network Security
● Managed Endpoint Detection & Response: 24/7 threat detection, behavioral analysis, and threat hunting across servers, desktops, and laptops, including automated host isolation on critical threats.
● DNS-Layer Network Security: Enforces policy and blocks malware, botnet, and phishing activity at the DNS layer, on and off network.
● Application Control & Data Protection: Zero-trust application whitelisting and storage controls.
● Secure Browser Protection: Converts standard browsers into a policy-controlled workspace, blocking phishing/malicious downloads, isolating risky sessions, and enforcing browser-level data-loss controls.
● AI Tool Protection: Governance and protective controls over employee use of AI tools.
● Managed Firewall Service: Policy management, firmware updates, configuration changes, intrusion prevention, URL filtering, and gateway antivirus.
● VPN Service: Managed secure remote access, including an optional dedicated-gateway configuration.
● Managed Wireless Access: Passwordless, certificate-based wireless access limited to approved, managed, compliant devices.
Email & Collaboration Security
● Email Security: Advanced threat protection for cloud email and collaboration platforms using behavioral/AI-based detection, policy-driven DLP, and per-user quarantine controls.
Configuration & Compliance
● Cloud Configuration Management & Reporting: Baseline configuration tracking, drift detection, change auditing, and configuration backup/restore.
● Security Log Management: Configuration and retention of log sources for monitoring and audit.
● Security Risk Assessment: Periodic vulnerability and PII-handling review with a findings report.
● Network Discovery: Visual mapping of network nodes to identify risk.
Awareness & Training
● Security Awareness Training & Phishing Simulation: Ongoing training curriculum, phishing simulations, and dark web breach monitoring, with participation reporting.
Backup & Recovery
● Managed Backup & Recovery: Day-to-day restoration of files, folders, emails, or databases via remote access, with monthly integrity verification.
● Cloud Backup (SaaS/Productivity Data): Automated, encrypted backup of cloud productivity data with defined retention and granular or full-scope restore.
● Local/On-Premise Backup: On-site appliance with incremental snapshots and standby-server capability, synced to secure off-site storage.
● Server Backup: Direct-to-cloud or appliance-based, billed per server, with tiered snapshot retention.
● Disaster Recovery: Planning/execution support for major, multi-user data-loss events; full bare-metal recovery is separately scoped.
● Extended/Custom Retention Options: Configurable retention tiers for cloud backup data beyond the standard default.
6. Onboarding
Fixed Fee Contract Onboarding. A one-time fee for setup and onboarding. Provider's onboarding team evaluates the entire IT infrastructure and documents network configuration, switch/firewall/host/server details, backup systems, cabling, and data/access requirements, then meets with Client to align on short- and long-term IT strategy. Recommended remediation projects are not obligatory but may affect support coverage for end-of-life or out-of-warranty systems if not undertaken.
7. Service Level Objectives
Following receipt of notification that a support-related problem has occurred, Provider will use reasonable best efforts to begin problem management within the response-time targets below. Stated response times represent a service goal, not a guarantee, and may depend on input from Client or third parties beyond Provider's control.
8. Additional Service Rates
