Managed Support and Security Services

   Managed Security Services                    Business Benefit

Zero Trust Identity Protection

Security Awareness & Phishing Training

Advanced Threat Protection

Zero Trust File Sharing Security

Application & Administration Control

Breach Watch & Dark Web Scanning

Web Content & DNS Filtering

Strengthen your cybersecurity posture with our Zero Trust-based security suite, reducing phishing incidents by up to 80% through continuous access verification and targeted training. Protect identities, applications, and data from malware, breaches, and unauthorized access with advanced threat detection, secure file sharing, and web filtering. Real-time dark web monitoring and administrative controls minimize risks, ensuring compliance and operational continuity while empowering secure, confident business growth.

Next-Gen Antivirus & Ransomware Detection

24/7 Security Operations Center (SOC)

Vulnerability & Patch Management

Zero Trust Endpoint Protection

VPN, Remote Access & ZTNA Management

Next-Gen Firewall Management

Managed Detection & Response (MDR)

Fortify your defenses with our Zero Trust endpoint security services, instantly detecting and neutralizing ransomware, threats, and vulnerabilities. Supported by a 24/7 SOC, advanced firewalls, and proactive patch management, our solutions ensure secure, uninterrupted operations for onsite and remote teams. With robust endpoint protection, secure remote access, and managed detection and response, we minimize breach risks, maintain compliance, and safeguard your networks and devices, enabling resilient business continuity.

MFA Enforcement

Data Loss Prevention

Conditional Access

Baseline Security Compliance

Microsoft 365 Cloud Backup

Secure your Microsoft 365 environment with a Zero Trust approach, featuring MFA enforcement, Data Loss Prevention, and Conditional Access to protect identities, data, and resources. These measures ensure compliance with security baselines and provide cloud backups for quick recovery, minimizing risks while maintaining productivity.

Data Classification & Least Privilege

Backup, Continutity & Disaster Recovery

Clooud Backup & Failover

Encrypted email

Password Management System

Data Encryption at Rest

Protect your data and ensure business continuity with our Zero Trust services. By implementing Data Classification & Least Privilege, Data Encryption at Rest, Encrypted Email, Backup, Continuity & Disaster Recovery, and Cloud Backup & Failover, sensitive information is safeguarded and ensures rapid recovery from disruptions. Additionally, Password Management System, Password Audit & Dark Web Watch strengthens password posture, minimizing breach risks and maintaining security, compliance, and resiliency against cyber threats.

Managed Services Inclusions & Exclusions

We are committed to delivering transparent, reliable IT support that drives your business success. This document outlines the services included in our Managed Service Agreement and those excluded, ensuring clarity and alignment with your needs. For response times and service priorities, refer to your Service Level Agreement (SLA).

Quick Reference Summary

Service & Support Inclusions
Our Managed Support and Security Services empower your business with proactive, secure IT solutions. The following services are included:

• Day-to-Day Remote Support: Fast, expert assistance for routine IT issues, delivered per SLA response times, to keep your operations running smoothly.
• Onsite Support as Needed*: Up to 2 visits per month when remote resolution is not feasible, ensuring minimal disruption (additional visits quoted separately).
• Proactive Monitoring and Maintenance: Continuous oversight of your IT infrastructure to detect and resolve issues before they impact your business, reducing downtime.
• Managed Security Services Maintenance: Ongoing management of active security solutions to protect against threats, per agreed scope.
• User & Asset Management: Accurate tracking and management of user accounts and IT assets to optimize resources and enhance security.
• Strategic IT Planning: Quarterly business reviews and technology roadmaps to align IT with your goals, driving growth and efficiency.
• Procurement Support: Expert guidance for purchasing hardware and software through ITECH Solutions, ensuring cost-effective solutions.
• Third-Party Vendor Management: Coordination with vendors to streamline operations and resolve issues efficiently.
• Client Satisfaction Scoring (CSAT): Regular feedback surveys to ensure we meet your expectations and continuously improve our service.

*Onsite support is subject to SLA terms. Visits for issues resolvable remotely incur additional charges, quoted in advance.

Service & Support Exclusions
The following services are not included in the standard agreement and will be quoted separately to ensure cost transparency:

• After-Hours Support: Support outside business hours, billed at $250 per hour.
• Infrastructure Changes: Email or server migrations, network wiring, or office moves/new office setups.
• Managed Security Services Implementation: Initial setup of security solutions, managed as projects.
• Major Incident Response: Specialized response to significant security breaches or incidents.
• Employee Onboarding: Setup for new employees, billed at $300 per employee.
• Workstation Replacements: ITECH-purchased workstations ($300 per unit); client-purchased workstations ($600 per unit).
• End User Training: In-person or large-group training sessions.
• Software Licensing: Costs for new or additional licenses (e.g., Microsoft 365, Line of Business Applications).
• Modifications to IT Environment: Any service not listed, such as adding new hardware or software, is considered a project.

Note: All excluded services are quoted in advance for your approval, ensuring no unexpected costs.

Projects
Projects are activities beyond routine support, such as upgrades, replacements, or modifications requiring formal change management or tasks exceeding 2 hours. Examples include server upgrades or new software deployments. Managed per ITIL best practices, projects include:

• Project Estimation: Flat-rate cost estimates for predictable budgeting.
• Change Management: Formal Request for Change (RFC) process to minimize disruption, with quotes for scope changes post-approval.
• Approval: All projects require an approved RFC to ensure alignment with your goals.

Routine support (e.g., applying security patches) is included; projects (e.g., upgrading a server) are quoted separately.

Onsite Support
We prioritize remote support for efficiency and cost savings. If an issue cannot be resolved remotely within SLA-defined timeframes (typically 4 business hours), an onsite technician will be dispatched at no additional cost, up to the included limit. Onsite visits for issues resolvable remotely incur additional charges, quoted in advance for your approval.

Microsoft 365 Services
Existing Microsoft 365 and Office 365 subscriptions will be transferred to ITECH Solutions as the reseller at no additional cost. Clients are responsible for maintaining active licenses. Implementation of new Microsoft 365 security features (e.g., MFA Enforcement) is managed as a project and quoted separately.