Scope of Work

Managed IT Services – Professional

Service Overview

Managed IT Services – Professional provides day-to-day operational support and maintenance for end-user devices within a client’s IT environment on a per-device basis. Vicinity Group LLC (“Vicinity”) will proactively monitor, troubleshoot, and maintain covered devices to ensure stable and secure operations. This service excludes major initiatives such as large-scale transformations, environment upgrades, or significant architecture changes.

Scope of Services

Covered Devices

Device Types: Desktops, laptops, or equivalent end-user computing devices designated by the client and agreed upon by Vicinity.

Monitoring & Maintenance

Remote Monitoring & Management (RMM)

  • 24/7 proactive monitoring of device health metrics (e.g., CPU, disk usage, security alerts).
  • Automatic notifications for critical system events.
  • Routine reporting on device status and performance.

Scheduled Patching & Maintenance

  • Operating system patch management to ensure timely security and performance updates.
  • Basic troubleshooting for standard applications (as identified during onboarding).
  • Third-party application patching is available as an optional, time-and-materials (T&M) add-on unless specified otherwise.
Patch Management & Maintenance Windows
  • Standard (Default): 9:00 PM – 6:00 AM (local time), every day of the week.
  • Conservative: 11:00 PM – 5:00 AM (local time), every day of the week.
  • Ultra Conservative: Saturday and Sunday only, 12:00 AM – 5:00 AM (local time).

Patches and system reboots will be scheduled to occur during the selected maintenance window. Unless the client specifies otherwise in writing, the Standard window applies.

Help Desk Support

  • Availability: 8:00 AM – 5:00 PM local time, Monday through Friday (excluding holidays).
  • Support Channels: Telephone and email support through Vicinity’s Help Desk.
  • Coverage: Includes basic end-user troubleshooting, login or access issues, Microsoft 365 and related productivity tool support, and assistance with operating system errors.
  • Scope of Assistance: General end-user issues (e.g., login problems, application errors) and hardware troubleshooting for covered devices.

On-Site Support

  • On-Site Visits: Available during normal business hours (8:00 AM – 5:00 PM) upon request.
  • On-site support will be billed at standard time-and-materials (T&M) rates.
  • Geographic Limitations: On-site service availability may vary based on client location; any travel expenses or extended travel time will be discussed and agreed upon in advance.

Security & Threat Protection

Endpoint Security

  • Active threat protection and remediation on enrolled devices.
  • Continuous monitoring for malware, ransomware, and other attacks.

Incident Response (Basic)

  • Basic remediation steps included for standard malware infections or potential threats detected by anti-malware software.
  • Complex security incidents requiring forensics or extensive remediation will be handled on a T&M basis or through a separate project-based SOW.

Service Exclusions

  • Major IT Projects & Transformations: Any large-scale initiatives, environment redesigns, or architectural changes are not covered. These require a separate project-based engagement.
  • Advanced Security Services: Intrusion detection systems (IDS), security operations center (SOC) services, and extensive incident response capabilities require separate engagements.
  • Specialized Applications & Hardware: Support for custom or proprietary software/hardware beyond general troubleshooting is not covered unless specifically added during onboarding.
  • After-Hours Coverage: Support outside normal business hours can be added via the 24/7 Support Upgrade or billed at after-hours rates.
  • Out-of-Scope Remediation: Complex security breaches, data recovery beyond routine backup scope, or disaster recovery efforts requiring project-level resources.

Deliverables

  1. Monitored Devices: Continuous RMM coverage for each enrolled device.
  2. Help Desk & Ticketing: Centralized ticketing system for issue tracking and documentation.
  3. Basic Patch Compliance Reporting: Summary of installed OS patches and critical updates.
  4. Monthly Service Summary: High-level overview of incidents, resolved tickets, and performance metrics. Service Activation & Onboarding
  5. Discovery & Documentation: Vicinity collaborates with the client to identify device counts, standard software suites, and specific support needs.
  6. Agent Deployment: Installation of RMM and security agents on each device.
  7. Client Orientation: Overview of how to contact support, ticketing procedures, and escalation paths.

Change Management & Additional Services

  • Service Modifications: Changes to the quantity or type of covered devices require written approval from both parties and may affect monthly fees.
  • Project-Based Work: Any activities outside the defined SOW (e.g., major upgrades, new office deployments) will be scoped and billed separately under Vicinity’s Professional Technology Consulting rate structure.

Included Bundled Services

Within this Standard service tier, the following third-party licenses and tools are bundled into the monthly per-device cost:

  • Self Service Portal Gives end users access to a self-service portal for creating support tickets, accessing knowledge bases, and communicating with Vicinity’s team.
  • Microsoft 365 Business Premium
  • SaaS Protection (Time-Based Retention, 1 Year) Protects Microsoft 365 data (e.g., Exchange Online, OneDrive, SharePoint) with automated backups and 1-year retention.
  • Cloud Printing Management Facilitates secure, cloud-based print management for covered devices.
  • Anti-Malware Enterprise-level endpoint security solution providing real-time malware and threat protection.