Managed Services Packages Details

Last updated on 05.01.2025

Guarantees (For All Managed Services Packages)

Information Privacy

We are committed to honoring our clients' preferences regarding the confidentiality of their proprietary business information. In alignment with our privacy policy, we maintain the confidentiality of such information with the same degree of care as we do for our own confidential information, and we do not disclose it to third parties.

3rd Party Cybersecurity Audit to Ensure We Remain Secure

VTech Support engages a third-party Chief Information Security Officer (CISO) firm to conduct ongoing monitoring and assessment of our cybersecurity stance. This measure ensures the implementation of robust security protocols to safeguard the interests of our clientele.

Make Things Right If We Fall Short

In the event that our initial services do not meet the stipulated requirements, we will promptly address and rectify the issue to ensure compliance and satisfaction.

Guarantees (For Foundation Package only)

100% Satisfaction Guarantee

Should you find any aspect of our service unsatisfactory, we commit to initiating corrective measures promptly to resolve your concerns in accordance with our service agreement and our service level expectations.

Meet Service Level Expectations

We hold our teams to the highest standard and we strive to meet our Service Level Expectation by taking a probabilistic-based approach where we forecast realistic work expectations to the overall fixed time that work items are likely to take in a certain process.

Service Phone Calls Always Answered by a Tech

Our policy guarantees that all telephonic service inquiries via the client support line will be directly received by a technical support representative from 8 a.m. to 5 p.m. Local Time, Monday through Friday, excluding holidays.
https://www.vtechsupport.com/holiday-schedule

Guarantees (For Cornerstone Package only)

Try Us Before You Commit

*FOR NEW CLIENTS ONLY: Irrespective of the addendum duration, the initial three-month period shall operate on a month-to-month basis for all new clients. During this term, a notice period of 60 days is requisite for termination. Subsequent to this initial term, the agreed-upon contract term length will commence.

30-Day Money-Back Guarantee*

*FOR NEW CLIENTS ONLY: In the event that the Client is dissatisfied with the services rendered within the initial 30-day period, we will issue a full refund of the onboarding fee and the first month's service fee. Furthermore, we will facilitate the transition to an alternative service provider. Clients wishing to initiate this process should direct their request to vtechadmin@vtechsupport.com.

Never Leave a Service Voicemail

We guarantee that when you call our client support line (661-578-5566) during regular support hours (Monday through Friday, 8 a.m. to 5 p.m. Local Time), you will never have to leave a voicemail. In the off chance that you do, we will provide you with a $25 credit on your next invoice. If you experience this, please report it to billing@vtechsupport.com within 30 days with the date and time of the voicemail. (Note: if you choose to leave a voicemail via our automated prompts, this does not apply.)

Onsite, On-Time Guarantee

We assure punctual arrival for scheduled onsite services. In the event of an unforeseen delay, we guarantee to provide a minimum of 30 minutes' notice prior to the agreed appointment time.

Guarantees (For Compliance Pro Package only)

We will BUY OUT Your Existing Provider's Contract*

Solely in VTech Support's discretion, if VTech Support agrees to buy out the remainder of the contract with your existing provider, we will buy out the contract based on the terms that you have with the existing provider. We will pay the provider the buyout fee and that amount will be prorated based on the initial term period contained in the written contract between you and VTech Support. The prorated amount will be added to each month's invoice until the contract buyout is paid in full. If at any time the client terminates its contract with VTech Support prior to the expiration of the initial term, the client must pay the remaining balance of the contract buy out from the previous provider plus any buyout of VTech Support contract immediately.

Support

Remote Support

Core Package

We offer remote support for all monitored business users, computers, servers, sites, mobile devices, and tablets available during standard Support Hours from Monday to Friday, 8:00 a.m. to 5:00 p.m. Local Time, excluding holidays. All Remote Support time is billed at $205 per hour in 15-minute increments.
https://www.vtechsupport.com/holiday-schedule

Foundation Package

We offer remote support for all managed business users, computers, servers, sites, mobile devices, and tablets available during standard Support Hours from Monday to Friday, 8:00 a.m. to 5:00 p.m. Local Time, excluding holidays.
https://www.vtechsupport.com/holiday-schedule

Cornerstone Package

Compliance Package

Onsite Support

Core Package

During designated Support Hours, we will provide support for client infrastructure which includes all managed business users, computers, servers, sites, mobile devices, and tablets at the client's premises as deemed necessary by VTech Support. All support time is billed at $205 per hour, 1-Hour Minimum + Trip Fee. Support is available from Monday to Friday, 8:00 a.m. to 5:00 p.m. Local Time, with the exception of designated holidays, which are detailed on VTech Support's Holiday Schedule.
https://www.vtechsupport.com/holiday-schedule

Foundation Package

During designated Support Hours, we will provide support for client infrastructure which includes all managed business users, computers, servers, sites, mobile devices, and tablets at the client's premises as deemed necessary by VTech Support . All support time is billed at $205 per hour, 1-Hour Minimum + Trip Fee. Support is available from Monday to Friday, 8:00 a.m. to 5:00 p.m. Local Time, with the exception of designated holidays, which are detailed on VTech Support's Holiday Schedule.
https://www.vtechsupport.com/holiday-schedule

Cornerstone Package

During designated Support Hours, we will provide support for client infrastructure which includes all managed business users, computers, servers, sites, mobile devices, and tablets at the client's premises as deemed necessary by VTech Support . This includes conducting regularly scheduled maintenance visits. Support is available from Monday to Friday, 8:00 a.m. to 6:00 p.m. Local Time, with the exception of designated holidays, which are detailed on VTech Support's Holiday Schedule.
https://www.vtechsupport.com/holiday-schedule

Compliance Pro Package

During designated Support Hours, we will provide support for client infrastructure which includes all managed business users, computers, servers, sites, mobile devices, and tablets at the client's premises as deemed necessary by VTech Support . This includes conducting regularly scheduled maintenance visits. Support is available from Monday to Friday, 8:00 a.m. to 6:00 p.m. Local Time, with the exception of designated holidays, which are detailed on VTech Support's Holiday Schedule.
https://www.vtechsupport.com/holiday-schedule

After-Hours & Weekend Support

Core Package

After Hours & Weekend Support time is not part of your managed services addendum but is offered separately and billed at a remote rate of $295 per hour with a 2-Hour Minimum plus a trip fee. After hours is considered 5:01 p.m. to 7:59 a.m. Local Time, with the exception of designated holidays that are detailed on VTech Support's Holiday Schedule.
https://www.vtechsupport.com/holiday-schedule

Foundation Package

After Hours & Weekend Support time is not part of your managed services addendum but is offered separately and billed at a remote rate of $205 per hour and/or onsite is billed at a rate of $205 per hour with a 2-Hour Minimum plus a trip fee. After hours is considered 5:01 p.m. to 7:59 a.m. Local Time, with the exception of designated holidays that are detailed on VTech Support's Holiday Schedule.
https://www.vtechsupport.com/holiday-schedule

Cornerstone Package

Compliance Pro Package

Holiday Support

Core Package

Holiday Support time is not part of your managed services addendum but is offered separately and billed at a remote rate of $395 per hour and/or onsite is billed at a rate of $395 per hour with a 4-hour minimum plus a trip fee. Holiday support is considered any time during the 24-hour span of the designated holidays listed on the VTech Support Holiday Schedule.
https://www.vtechsupport.com/holiday-schedule

Foundation Package

Holiday Support time is not part of your managed services addendum but is offered separately and billed at a remote rate of $395 per hour and/or onsite is billed at a rate of $395 per hour with a 2-hour minimum plus a trip fee. Holiday support is considered any time during the 24-hour span of the designated holidays listed on the VTech Support Holiday Schedule.
https://www.vtechsupport.com/holiday-schedule

Cornerstone Package

Holiday Support time is not part of your managed services addendum but is offered separately and billed at a remote rate of $395 per hour and/or onsite is billed at a rate of $395 per hour with a 1-hour minimum plus a trip fee. Holiday support is considered any time during the 24-hour span of the designated holidays listed on the VTech Support Holiday Schedule.
https://www.vtechsupport.com/holiday-schedule

Compliance Pro Package

Holiday Support time is not part of your managed services addendum but is offered separately and billed at a remote rate of $395 per hour and/or onsite is billed at a rate of $395 per hour with a 1-hour minimum plus a trip fee. Holiday support is considered any time during the 24-hour span of the designated holidays listed on the VTech Support Holiday Schedule.
https://www.vtechsupport.com/holiday-schedule

Emergency - Remote Response Time

Core Package

Emergency Initial Response Time is 2 Hours or Less from the time the issue is reported via the Support Phone Number. Emergency Severity Level is described by the whole company or department not being able to function due to production system outage.

Foundation Package

Emergency Initial Response Time is 1 Hours or Less from the time the issue is reported via the Support Phone Number. Emergency Severity Level is described by the whole company or department not being able to function due to production system outage.

Cornerstone Package

Emergency Initial Response Time is 30 Minutes or Less from the time the issue is reported via the Support Phone Number. Emergency Severity Level is described by the whole company or department not being able to function due to production system outage.

Compliance Pro Package

Emergency - Onsite Response Time

Core Package

Emergency Onsite Response Time for this package is as available from the time the issue is determined that onsite support is needed. Our goal is same business day. Emergency Severity Level is described by the whole company or department not being able to function due to production system outage and requires an onsite visit to resolve the issue during normal business hours.

Foundation Package

Emergency Onsite Response Time for this package is 2 Hours or Less from the time the issue is determined that onsite support is needed. Our guarantee is same calendar day. Emergency Severity Level is described by the whole company or department not being able to function due to production system outage and requires an onsite visit to resolve the issue during normal business hours.

Cornerstone Package

Emergency Onsite Response Time for this package is 1 Hour or Less from the time the issue is determined that onsite support is needed. Our guarantee is same calendar day. Emergency Severity Level is described by the whole company or department not being able to function due to production system outage and requires an onsite visit to resolve the issue during normal business hours.

Compliance Pro Package

What Constitutes As An Emergency?

An Emergency is described by the whole company or department not being able to function due to production system outage.

Data Breach Or Security Incident:

An occurrence that actually or potentially jeopardizes the confidentiality, integrity, or availability of an information system or the information the system processes, stores, or transmits or that constitutes a violation or imminent threat of violation of security policies, security procedures, or acceptable use policies.

Major Software Failure:

When a core business application or software system used by the client experiences a critical failure, rendering it inoperable and affecting business processes.

Network Infrastructure Failure:

If there's a significant disruption or failure in the client's network infrastructure, leading to loss of connectivity, inability to access resources, or communication breakdown.

Loss Of Business-Critical Services:

If services or processes that are crucial for the client's daily operations, such as email, file sharing, or customer support systems become unavailable.

Hardware Failure:

In the case of a critical hardware component failure (e.g. server, storage device) that impacts the client's ability to function properly.

Data Loss:

If the client experiences significant data loss due to hardware failure or software corruption, resulting in potential loss of revenue, compliance violations, or reputational damage.

Severe Performance Degradation:

When the client's systems or applications experience severe slowdowns or performance issues that hinder their ability to deliver services effectively.

Cybersecurity Event

Core Package

A Cybersecurity Event is described as an occurrence that actually or potentially jeopardizes the confidentiality, integrity, or availability of an information system or the information the system processes, stores, or transmits or that constitutes a violation or imminent threat of violation of security policies, security procedures, or acceptable use policies with evidence of a security breach, unauthorized access, or any form of cyber-attack that compromises sensitive data, systems, or networks by a third-party actor, whereas the client's or client employee's negligence allowed the compromise. We will collect a $5,000 retainer and bill at a rate of $500 per hour per cybersecurity engineer working on the issue. Once the initial retainer is met, we will bill for another $5,000 in continuance until the problem is resolved. VTech Support will provide / facilitate the first three (3) hours of cyber incident triage per calendar year at only $500 per hour.

Foundation Package

A Cybersecurity Event is described as evidence of a security breach, unauthorized access, or any form of cyber-attack that compromises sensitive data, systems, or networks by a third-party actor, whereas the client's or client employee's negligence allowed the compromise. We will collect a $5,000 retainer and bill at a rate of $500 per hour per cybersecurity engineer working on the issue. Once the initial retainer is met, we will bill for another $5,000 in continuance until the problem is resolved. VTech Support will provide / facilitate the first five (5) hours of cyber incident triage per calendar year at no cost.

Cornerstone Package

A Cybersecurity Event is described as evidence of a security breach, unauthorized access, or any form of cyber-attack that compromises sensitive data, systems, or networks by a third-party actor, whereas the client's or client employee's negligence allowed the compromise. We will collect a $5,000 retainer and bill at a rate of $350 per hour per cybersecurity engineer working on the issue. Once the initial retainer is met, we will bill for another $5,000 in continuance until the problem is resolved. VTech Support will provide / facilitate the first five (5) hours of cyber incident triage per calendar year at no cost.

Compliance Pro Package

A Cybersecurity Event is described as evidence of a security breach, unauthorized access, or any form of cyber-attack that compromises sensitive data, systems, or networks by a third-party actor, whereas the client's or client employee's negligence allowed the compromise. We will collect a $5,000 retainer and bill at a rate of $350 per hour per cybersecurity engineer working on the issue. Once the initial retainer is met, we will bill for another $5,000 in continuance until the problem is resolved. VTech Support will provide / facilitate the first five (5) hours of cyber incident triage per calendar year at no cost.

Small Projects

Core Package

Small Projects are not included in the Core Package.

Foundation Package

Small Projects are not included in the Foundation Package.

Cornerstone Package

If VTech Support determines a ticket request is a separate Project (as described in the Client's Addendum), VTech Support will obtain the Client's approval before moving forward. As a rule of thumb, we follow the "3 5's rule" when deciphering what is or isn't a project. If it is anticipated to take more than five (5) hours, includes more than five (5) steps, or affects more than five (5) users, it is a Project. The "3 5's rule" excludes onboarding and structured cabling. All onboarding fees are due before work can commence. Cornerstone Clients will receive 10 free hours per year to be used toward small projects.

Compliance Pro Package

If VTech Support determines a ticket request is a separate Project (as described in the Client's Addendum), VTech Support will obtain the Client's approval before moving forward. As a rule of thumb, we follow the "3 5's rule" when deciphering what is or isn't a project. If it is anticipated to take more than five (5) hours, includes more than five (5) steps, or affects more than five (5) users, it is a Project. The "3 5's rule" excludes onboarding and structured cabling. All onboarding fees are due before work can commence. VTech Support will include three (3) new computer setups per month at no additional charge for Compliance Pro managed services clients. Vigilance Pro Clients will receive 15 free hours per year to be used toward small projects.

Block Hours

Core Package

A minimum of a $2,050 time block budget is required in the Core Package and must be pre-paid. We will bill our time against the $2,050 based on the fee structure of remote, onsite, after hours/weekend, holiday support. Once the time block is used and dropped under $410, an additional $2,050 time block will be billed. The time block will expire if not used within 24-months of receiving payment.

Foundation Package

Block Hours do not come with the Foundation Package, but if interested, please see Account Manager.

Cornerstone Package

Block Hours do not come with the Cornerstone Package, but if interested, please see Account Manager.

Compliance Pro Package

Block Hours do not come with the Compliance Package, but if interested, please see Account Manager.

Dedicated Onsite Resource

Core Package

A dedicated onsite resource IS NOT part of the Core Package but is an option to purchase separately in 4-hour increments.

Foundation Package

A dedicated onsite resource IS NOT part of the Vigilance Pro package but is an option to purchase separately in 4-hour increments.

Cornerstone Package

A dedicated onsite resource IS NOT part of the Cornerstone package but is an option to purchase separately in 4-hour increments.

Compliance Pro Package

A dedicated onsite resource IS NOT part of the Compliance Pro package but is an option to purchase separately in 4-hour increments.

Proactive Account Management (For All Managed Services Packages)

Weekly Cybersecurity & Tech Tips

On "Tech Tip Tuesday" we send out Cybersecurity & Tech Tips to all end users for educational and Cybersecurity purposes.

Payment & Invoice Portal

We provide a convenient and easy-to-use payment portal where we accept credit card and ACH payments. All credit card payments are subject to a 3% processing fee.

Self-Service Portal

We provide a fully functional portal where you can pull reports, review tickets and where we provide custom ticket templates for your convenience.

Monthly Newsletter

We send out a VTech Support monthly newsletter to share with you the latest in business, gadgets, and any "In The News" information you need to know about VTech Support.

Monthly Quality Assurance Touchbase Email

Your Account Manager will reach out to you via email or phone call monthly to see if you need any assistance from us and to make sure all is well in our partnership.

Proactive Account Management (For Foundation Package only)

Custom Employee Onboarding / Offboarding Form

Inside our self-service portal, at client's request, we will provide you with the ability to create customized onboarding and offboarding forms for your users and computers. Our team will work with you to help set those up.

Strategic Business Reviews

VTech Support Account Manager will collaborate with client's key stakeholders on a regular basis to develop an IT strategy in alignment with the short- and long-term objectives of the client's organization. A detailed roadmap and predictable budget will be provided to ensure major projects and expenses are planned for well in advance.

Dark Web Monitoring Report

We send out a Monthly Dark Web Monitoring Report along with notifying you by creating a ticket of any breaches that we find about your company's data on the Dark Web.

Proactive Account Management (For Cornerstone only)

Custom Employee Onboarding / Offboarding Form

Strategic Business Reviews

Dark Web Monitoring Report

We send out a Monthly Dark Web Monitoring Report along with notifying you by creating a ticket of any breaches that we find about your company's data on the Dark Web.

Monthly Executive Summary Report

We provide a report of the health of your network along with ticket trends and SLE reporting.

Dedicated Account Manager

Your Account Manager will be your key point of contact at VTech Support and a key advocate for making sure the services that you've purchased from VTech Support are delivered at the highest level of standard.

Proactive Account Management (For Compliance Pro only)

Custom Employee Onboarding / Offboarding Form

Strategic Business Reviews

Dark Web Monitoring Report

We send out a Monthly Dark Web Monitoring Report along with notifying you by creating a ticket of any breaches that we find about your company's data on the Dark Web.

Monthly Executive Summary Report

We provide a report of the health of your network along with ticket trends and SLE reporting.

Dedicated Account Manager

Technology Business Review with Compliance Expert

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User Management (For All Managed Services Packages)

Email Spam Filtering

As part of a layered security approach, robust spam / malware filtering services are included to help protect you from email threats.

White and Blacklist in Spam Filter

To further enhance our Spam Filter we provide the ability to customize the filter through Whitelist (allow) and Blacklist (block).

Access Permissions Violation Monitoring

Access controls and User Behavior Analytics (UBA) will be implemented to monitor and alert for failed logins, unapproved region-based logins, and logins outside of the users learned working habits.

*Requires appropriate Microsoft licensing and client defined parameters.

Suspicious Exposure Of Sensitive Information Monitoring

Email monitoring and device scanning will be used to detect client defined sensitive data controls.

*Covered data types include: Personally Identifiable Information (PII), Payment Card Information (PCI), Protected Health Information (PHI), Non-Public Information (NPI)

**Requires appropriate Microsoft licensing and client defined parameters.

M365 Suspected Attacks Monitoring

Managed M365 accounts will be monitored for known and suspected threat actor attacks.

*Requires appropriate Microsoft licensing and client defined parameters.

Mass Data Deletion / Download Monitoring

Managed cloud connected accounts will be monitored for mass data deletion and downloading indicative of insider threats and threat actor access.

*Requires appropriate Microsoft licensing and client defined parameters.

M365 User Account Monitoring

M365 Defense provides around-the-clock M365 security monitoring and policy enforcement. With M365 Defense, cyber analysts will monitor and harden your M365 environment and user accounts.

*Requires appropriate Microsoft licensing and client defined parameters.

User Management (For Foundation only)

User Management (Remote Support)

Provide troubleshooting and support for managed user related issues, including access permissions and group memberships.

M365 or Google Workspace Support and License Management

Our team will manager all users in Microsoft Office 365 and Google Workspace. This includes new user setup and configuration.

User Management (For Cornerstone only)

User Management (Remote Support)

Provide troubleshooting and support for managed user related issues, including access permissions and group memberships.

M365 or Google Workspace Support and License Management

Our team will manager all users in Microsoft Office 365 and Google Workspace. This includes new user setup and configuration.

User Training

We provide your company with live virtual training for your users when it comes to your technology needs. We will provide up to 1 hour of training per company per quarter.

M365 or Google Workspace Backup

Provide industry leading 256-bit encryption at rest and 128-bit in transit. Provide multiple snapshots at regular intervals throughout the day. This ensures that the backups keep up with your demands and provide you with peace of mind.

Phishing Simulation

Best-in-class, fully automated simulated phishing attacks, thousands of templates with unlimited usage, and community phishing templates.

New User Setup

We provide up to 3 new user and/or computer setups per month included in the Cornerstone package. Any additional users and/or computers will be billed at a flat fee of $375.

User Management (On-Site Support)

Provide troubleshooting and support for managed user related issues, including access permissions and group memberships.

Password Manager

A password manager is used to store passwords in a central location and protect them with encryption. This simplifies password management by eliminating the need to memorize multiple passwords for different accounts.

2FA / MFA

Multi-factor authentication provides an additional layer of security when logging into supported systems. It's the concept of something you know (password) plus something you have (phone).
memorize multiple passwords for different accounts.

User Management (For Compliance Pro Package only)

User Management (Remote Support)

Provide troubleshooting and support for managed user related issues, including access permissions and group memberships.

M365 or Google Workspace Support and License Management

Provide support for M365 license request including adding or removing licenses. This includes labor and not the actual M365 or Google Workspace license.

User Training

We provide your company with live virtual training for your users when it comes to your technology needs. We will provide up to 1 hour of training per company per quarter.

M365 or Google Workspace Backup

Phishing Simulation

Best-in-class, fully automated simulated phishing attacks, thousands of templates with unlimited usage, and community phishing templates.

New User Setup

We provide up to 3 new user and/or computer setups per month included in this Cornerstone package. Any additional users and/or computers will be billed at a flat fee of $375.

User Management (On-Site Support)

Provide troubleshooting and support for managed user related issues, including access permissions and group memberships.

Data Loss Prevention

Provide backup of data in M365 and Google Workspace cloud solutions.

Password Manager

2FA / MFA

Multi-factor authentication provides an additional layer of security when logging into supported systems. It's the concept of something you know (password) plus something you have (phone).

Computer Management Options (For All Packages)

Email Encryption

Provide Email encryption solution for M365 licensed users.

Computer Management (For All Managed Services Packages)

Endpoint Protection

An end-to-end approach to cybersecurity deeply rooted in artificial intelligence (AI) and machine learning (ML). Helps detect and prevent attacks from malware.

Antivirus

Provide Antivirus to all workstations, laptops and servers with a current operating system of Windows or Apple.

Ransomware Detection

Provide a solution that will detect ransomware and immediately isolate the infected computer and roll back the encrypted files.

24 / 7 / 365 Device Management And Alerting

We provide 24/7/365 Management and Alerting for all supported devices under this addendum.

Scheduled Preventative Maintenance

We provide scheduled maintenance for all supported computers under this addendum.

Patch Management - Microsoft

Our Network Operations Center team identifies, approves, and automates installation of necessary security patches. The installation is scheduled for pre-determined times to ensure security vulnerabilities are minimized.

*Additional patch management may be supported as requested by client and approved by VTech Support.

Automatic Escalation And Resolution Of Alerts

Our remote monitoring and management system provides the ability for us to escalate alerts to the appropriate engineers for resolution.

Firmware Updates

We provide firmware updates for all managed computers.

Service Auto-Healing

We have the ability to create auto-healing functions in our system if we find there are reoccurring issues that we can solve through automation.

Computer File Backup

VTech Support will provide a file level backup of the following file extensions up to 250G of storage, with a retention of 30 days.

Application Control

A powerful tool that allows us to permit, deny or restrict applications from running on your devices. A gold standard when it comes to blocking ransomware, viruses, and other software-based threats.

Computer Management (For Foundation Package only)

Remote Support & Fix Computer Issues

VTech Support will provide computer break fix and managed software troubleshooting. Unmanaged software will receive best effort support or act as technical liaison with product support.

*Remote support will be performed unless the technician determines onsite repair is necessary.

Computer Management (For Cornerstone Package only)

Remote Support & Fix Computer Issues

VTech Support will provide computer break fix and managed software troubleshooting. Unmanaged software will receive best effort support or act as technical liaison with product support.

*Remote support will be performed unless the technician determines onsite repair is necessary.

MDR / SOC

A team of cyber security experts actively identifying and remediating security threats. Takes in huge amounts of security / behavioral data from servers to identify suspicious patterns or actions. These behaviors are then reviewed by our security professionals. Another team of "threat hunters" are proactively looking for signs of compromise.

M365 / Azure / InTune Support

We will provide support and changes to the Azure and InTune environment to optimize best performance and security. We will also manage the appropriate licenses when it pertains to Azure and InTune with the guidance of the client.

*Requires appropriate Microsoft licensing, Mobile Device Management (MDM), and client defined parameters.

Malware Sandboxing

VTech Support will provide a malware sandbox which is a virtual environment where malware can be safely executed and analyzed without causing harm to the host system.

Computer Encryption Management

VTech Support will manage computer encryption on managed devices that support encryption.

Ring-Fencing

VTech Support will manage and maintain controls to limit computer system services, processes, and drivers to only their intended functions adding a layer of security against malware, ransomware, and threat actor exploitation.

Custom Alerts

We provide the ability to setup custom alerts for service and applications as requested by client.

Data Loss Prevention

VTech Support will build policies to control who and what devices can access managed M365 infrastructure and data.

*Requires appropriate Microsoft licensing, Mobile Device Management (MDM), and client defined parameters.

Cyber Attack Remediation

VTech Support will provide or facilitate the first five (5) hours of cyber incident triage per calendar year. Cyber Attack/Hack due to client's or client employee's negligence are not covered.

*Incident Response (IR) is billed hourly beyond the included hours at a rate of $375/hour per security engineer required.

Automated Software Deployment

VTech Support will deploy managed software automatically on all managed devices.

*VTech Support can help deploy unmanaged software at scale for an additional cost or block of hours.

Provision Computer

*Labor Only; All Hardware and Software Costs Will Be Additional

VTech Support will configure managed computers to match the clients approved desired state for new hires. These devices will be required to meet the VTech Support minimum baseline requirements (i.e. Hardware, system specifications [CPU, RAM, storage space, etc. and current operating system). We provide up to 3 computer setups per month included in this package. Any additional computers will be billed at a flat fee of $375 per new computer setup.

Installation Of New Software

Labor Only; All Hardware and Software Costs Will Be Additional. VTech Support will provide managed software troubleshooting and support. Unmanaged software will receive best effort support or act as technical liaison with product support.

On-Site Support and Fix Computer Issues

If determined necessary VTech Support will provide computer break fix and managed software troubleshooting on-site. Unmanaged software will receive best effort support or act as technical liaison with product support.

*Remote support will be performed unless the technician determines onsite repair is necessary.

Computer Management (For Compliance Pro Package only)

Remote Support & Fix Computer Issues

VTech Support will provide computer break fix and managed software troubleshooting. Unmanaged software will receive best effort support or act as technical liaison with product support.

*Remote support will be performed unless the technician determines onsite repair is necessary.

MDR / SOC

M365 / Azure / InTune Support

*Requires appropriate Microsoft licensing, Mobile Device Management (MDM), and client defined parameters.

Malware Sandboxing

VTech Support will provide a malware sandbox which is a virtual environment where malware can be safely executed and analyzed without causing harm to the host system.

Computer Encryption Management

VTech Support will manage computer encryption on managed devices that support encryption.

Ring-Fencing

Custom Alerts

We provide the ability to setup custom alerts for service and applications as requested by client.

Data Loss Prevention

VTech Support will build policies to control who and what devices can access managed M365 infrastructure and data.

*Requires appropriate Microsoft licensing, Mobile Device Management (MDM), and client defined parameters.

Cyber Attack Remediation

VTech Support will provide or facilitate the first five (5) hours of cyber incident triage per calendar year. Cyber Attack/Hack due to client's or client employee's negligence are not covered.

*Incident Response (IR) is billed hourly beyond the included hours at a rate of $375/hour per security engineer required.

Automated Software Deployment

VTech Support will deploy managed software automatically on all managed devices.

*VTech Support can help deploy unmanaged software at scale for an additional cost or block of hours.

Provision Computer

*Labor Only; All Hardware and Software Costs Will Be Additional

Installation Of New Software

On-Site Support and Fix Computer Issues

*Remote support will be performed unless the technician determines onsite repair is necessary.

SIEM

SIEM logs nearly every bit of under-the-hood activity on a computer, network access, security changes, permissions changes, etc. Those behaviors are then used to trigger alerts when an unusual or potentially malicious string of behaviors is detected. SIEMs also provide VTech Support with a means of tracing a security incident back to its source which is traditionally a blind spot for IT professionals. 30-Day Retention is included, additional retention available for purchase by request.

Computer Management (Add On / Additional Billing)

All The Time VPN For Computers

VTech Support provides VPN for your remote users, so they always have secure connections.

Server Management (For All Managed Services Packages)

Endpoint Protection

An end-to-end approach to cybersecurity deeply rooted in artificial intelligence (AI) and machine learning (ML). Helps detect and prevent attacks from malware.

Antivirus

Provide Antivirus to all workstations, laptops and servers with a current operating system of Windows or Apple.

Ransomware Detection

Provide a solution that will detect ransomware and immediately isolate the infected computer and roll back the encrypted files.

24 / 7 / 365 Device Management And Alerting

We provide 24/7/365 Management and Alerting for all supported devices under this addendum.

Scheduled Preventative Maintenance

We provide scheduled maintenance for all supported computers under this addendum.

Patch Management - Microsoft

*Additional patch management may be supported as requested by client and approved by VTech Support.

Automatic Escalation And Resolution Of Alerts

Our remote monitoring and management system provides the ability for us to escalate alerts to the appropriate engineers for resolution.

Firmware Updates

We provide firmware updates for all managed computers.

Service Auto-Healing

We have the ability to create auto-healing functions in our system if we find there are reoccurring issues that we can solve through automation.

Server File Backup

VTech Support will provide 500GB of server data backup per managed server with a retention of 90-days. Any additional storage or retention is available for purchase.

*Client compliance requirements may dictate the length of data retention where applicable.

Application Control

A powerful tool that allows us to permit, deny or restrict applications from running on your devices. A gold standard when it comes to blocking ransomware, viruses, and other software-based threats.

Server Management (Foundation Package only)

Remote Support & Fix - Server Issues

VTech Support will provide server break fix and managed software troubleshooting. Unmanaged software will receive best effort support or act as technical liaison with product support.

*Remote support will be performed unless the technician determines onsite repair is necessary.

Server Management (Cornerstone Package only)

Remote Support & Fix - Server Issues

VTech Support will provide server break fix and managed software troubleshooting. Unmanaged software will receive best effort support or act as technical liaison with product support.

*Remote support will be performed unless the technician determines onsite repair is necessary.

MDR / SOC

M365 / Azure / InTune Support

*Requires appropriate Microsoft licensing, Mobile Device Management (MDM), and client defined parameters.

Malware Sandboxing

VTech Support will provide a malware sandbox which is a virtual environment where malware can be safely executed and analyzed without causing harm to the host system.

Server Disk Encryption Management

VTech Support will enable and maintain server disk encryption on managed servers.

Ring-Fencing

VTech Support will manage and maintain controls to limit server services, processes, and drivers to only their intended functions adding a layer of security against malware, ransomware, and threat actor exploitation.

Custom Alerts

We provide the ability to setup custom alerts for service and applications as needed.

Data Loss Prevention

VTech Support will build policies to control who and what devices can access managed M365 infrastructure and data.

* Requires appropriate Microsoft licensing, Mobile Device Management (MDM), and client defined parameters.

Cyber Attack Remediation

VTech Support will provide or facilitate the first five (5) hours of cyber incident triage per calendar year. Cyber Attack/Hack due to client's or client employee's negligence are not covered.

*Incident Response (IR) is billed hourly beyond the included hours at a rate of $375/hour per security engineer required.

Automated Software Deployment

VTech Support will deploy managed software automatically on all managed devices.

*VTech Support can help deploy unmanaged software at scale for an additional cost or block of hours.

Onsite Support & Fix - Server Issues

VTech Support will provide server break/fix and troubleshooting. End-of-Life hardware will receive best effort support or VTech Support will facilitate vendor support on the client's behalf.

*Remote support will be performed unless the technician determines onsite repair is necessary.

Server Management (Cornerstone Package only)

Remote Support & Fix - Server Issues

VTech Support will provide server break fix and managed software troubleshooting. Unmanaged software will receive best effort support or act as a technical liaison with product support.

*Remote support will be performed unless the technician determines onsite repair is necessary.

MDR / SOC

M365 / Azure / InTune Support

*Requires appropriate Microsoft licensing, Mobile Device Management (MDM), and client defined parameters.

Malware Sandboxing

VTech Support will provide a malware sandbox which is a virtual environment where malware can be safely executed and analyzed without causing harm to the host system.

Server Disk Encryption Management

VTech Support will enable and maintain server disk encryption on managed servers.

Ring-Fencing

VTech Support will manage and maintain controls to limit server services, processes, and drivers to only their intended functions, adding a layer of security against malware, ransomware, and threat actor exploitation.

Custom Alerts

We provide the ability to set up custom alerts for service and applications as needed.

Data Loss Prevention

VTech Support will build policies to control who and what devices can access managed M365 infrastructure and data.

* Requires appropriate Microsoft licensing, Mobile Device Management (MDM), and client defined parameters.

Cyber Attack Remediation

VTech Support will provide or facilitate the first five (5) hours of cyber incident triage per calendar year. Cyber Attack/Hack due to client's or client employee's negligence are not covered.

*Incident Response (IR) is billed hourly beyond the included hours at a rate of $375/hour per security engineer required.

Automated Software Deployment

VTech Support will deploy managed software automatically on all managed devices.

*VTech Support can help deploy unmanaged software at scale for an additional cost or block of hours.

Onsite Support & Fix - Server Issues

VTech Support will provide server break/fix and troubleshooting. End-of-Life hardware will receive best effort support or VTech Support will facilitate vendor support on the client's behalf.

*Remote support will be performed unless the technician determines onsite repair is necessary.

SIEM

SIEM logs nearly every bit of under-the-hood activity on a server, network access, security changes, permissions changes, etc. Those behaviors are then used to trigger alerts when an unusual or potentially malicious string of behaviors is detected. SIEMs also provide VTech Support with a means of tracing a security incident back to its source which is traditionally a blind spot for IT professionals. 30-Day Retention is included, additional retention available for purchase by request.

Site Management

Dark Web Monitoring

A combination of human and machine intelligence with powerful search capabilities to scour the dark web to identify, analyze and actively monitor for your organization's compromised credentials 24 / 7 / 365, alerting you to potential trouble, fast.

Power Management

In the case of internet service or power outage, the power management device automatically restarts your router / firewall / server in an attempt to automatically restore connectivity to your business.

Network Monitoring and Alerting for All Network Devices and Peripherals

Visibility into Network Traffic flow, helping to identify issues or inconsistencies causing slow-downs or interruptions in your network infrastructure.

Network Management

VTech Support will provide network management and support for all office infrastructure equipment. End-of-Life hardware will receive best effort support or VTech Support will facilitate vendor support on the client's behalf.

*Remote support will be performed unless the technician determines onsite repair is necessary.

Annual IT Assessments

VTech Support will perform annual IT assessments to determine if any issues within the environment are present and need to be addressed. The results will be shared with the client.

Firewall Management

VTech Support will provide Firewall Management including filtering, building rules, exclusions, port management, firmware updates, license management and other routine firewall tasks.

Site Management (Add On / Additional Billing)

Firewall With IDS / IPS as-a-Service

We will provide a firewall equipped with IDS and IPS. Intrusion Detection Systems (IDS) and Intrusion Prevention Systems (IPS) are security features found in industry leading firewalls. They monitor the events occurring in your network and analyzing them for signs of possible incidents or threats.

Power Management With UPS

Asset Management

VTech Support will provide asset management within the network environment including inventorying all desktop and laptop computers as well as servers. In addition, VTech Support will inventory access points, printers, switches, routers and other network equipment.

VCISO Compliance

Vulnerability Scanning

VTech Support will perform internal and external vulnerability assessments of the client environment as required.

3rd Party Penetration Testing

VTech Support will perform simulated penetration test(s) against the client's managed digital environment as required.

Security Vendor Management

VTech Support will manage security vendor relationships and validate the vendors are maintaining the client required security and compliance standards.

Create Written System Security Plan

VTech Support will create a System Security Plan curated to the client's business driven needs.

*This requires client involvement and end user interviews must be conducted.

Attend Executive Leadership Meeting

Our vCISO will attend up to 4 scheduled executive leadership meetings per year to provide strategic and business continuity updates. vCISO will provide reports to highlight ROI and IT/Security budget planning.

Review And Report IT Security Training Results

vCISO will review reports and VTech Support will provide results in either the TBRs or the vCISO Executive / Board Meeting.

Attend And Update Board Members (if applicable)

vCISO will attend up to 2 scheduled board member meetings per year to provide strategic and business continuity updates. vCISO will provide reports to highlight ROI and IT/Security budget planning.

Review and Report Vulnerability Assessment

vCISO will review vulnerability assessments to client designated Point of Contact. Executive summary will be provided at meetings.

Review and Report Security Analysis

vCISO will provide status reports on client security posture, changes to standards and regulations, and status of adherence to System Security Plan (SSP).

Review and Report Inventory Data Assets

vCISO will provide an inventory of software in use and data flow analysis if applicable to compliance standards.

Review and Report Threat Intelligence Emails

vCISO will provide reports to the client as threats emerge in their environment.

Review and Report Security Deliverables

vCISO will track and report security metrics as defined by the SSP and validate security aligns with business continuity.

Governance, Risk and Compliance Center

We will build and maintain a custom GRC portal to plan, track and document your compliance to standards such as PCI DSS, HIPAA, NIST CSF, System and Organization Controls (SOC), Cyber Insurance, GDPR, CIS V.8, FTC Safeguards, NYDFS. We provide only one standard per purchased compliance agreement.

Written Policies

We will draft, track, disseminate and help you implement all the written policies necessary to satisfy the security controls associated with your compliance goals.

Plan Of Action And Milestones (POAM)

We will identify shortcomings or deficiencies in your compliance program and build a POAM to serve as a project planner to help you forecast spend, assign responsibility, and make informed risk decisions.

Network Diagram

As part of onboarding, we will create a Network Diagram to visually depict the internal network topologies and components down to the host/device level. We will update this network diagram on a yearly basis or when newly managed core infrastructure devices are added or removed.

Monthly Audit Log Creation

Audit logs are generated by many sources, including security software such as antivirus software, firewalls, and intrusion detection and prevention systems; operating systems on servers, workstations, and networking equipment; and applications. VTech Support will create and store the logs required to meet your security and compliance goals.

Monthly Audit Log Review

VTech Support will review the audit logs to ensure the endpoints you are collecting logs from match up with what is in your inventory and configure any new endpoints to generate logs as needed.

Monthly Compliance Report

We will provide a monthly executive summary to identify progress on any ongoing compliance projects, verify the status quo, and update you on any changes that threaten your compliance goals.

Vendor Compliance Management

We will assist in managing security and compliance requirements as requested with your other vendors.

Disaster Recovery Plan

We will assist in creating, reviewing, and updating your Disaster Recovery Plan.

Disaster Recovery Testing

On an annual basis, we will assist you in testing your Disaster Recovery Plan.

Data Flow Chart

VTech Support will identify your critical data, map it, and help you understand who is using it and who is responsible for it. We will provide data flow chart mapping on an annual basis for the purchased compliance standard.

Network & Security Assessment Reporting

VTech Support will scan and assess the security of the managed network components and machines as required.

Additional Backup and Disaster Recovery

Computer

Additional storage for file level backup is available for purchase at increments of 50G.

Image-Based Backup

If you would like for us to backup your entire computer with bare metal backup, it is available for purchase.

Server

Additional storage for file level backup is available for purchase at increments of 100G.

Image-Based Backup

If you would like for us to backup your entire computer with bare metal backup, it is available for purchase.

Disaster Recovery Backup

BDR Backup

VTech Support will provide leased Backup and Disaster Recovery appliances housed at the client owned office location to perform a bare metal backup and ongoing file and folder level backup of the managed servers.

*All BDR services are custom quoted based on the needs. It is not included in any of our packages by default.

Additional Storage for BDR Backup

Managed Tablet

Tablet Device Management (MDM)

Mobile Device Management software allows us to automate, control, and secure administrative policies on your employees' business-owned tablets.

* Requires appropriate Microsoft licensing, Mobile Device Management (MDM), and client defined parameters.

Support & Fix Tablet Issues (Remote Only)

We provide remote support for all business tablets. This does not include repairs to damaged or malfunctioning tablets.

Application Control

We can provide Application Control through MDM or InTune.

* Requires appropriate Microsoft licensing, Mobile Device Management (MDM), and client defined parameters.

Managed Mobile

Mobile Device Management (MDM)

Mobile Device Management software allows us to automate, control, and secure administrative policies on your employees' business-owned mobile devices.

* Requires appropriate Microsoft licensing, Mobile Device Management (MDM), and client defined parameters.

Support & Fix Mobile Issues (Remote Only)

We provide remote support for all business-owned mobile devices. This does not include repairs to damaged or malfunctioning mobile devices.

Application Control

We can provide Application Control through MDM or InTune.

* Requires appropriate Microsoft licensing, Mobile Device Management (MDM), and client defined parameters.

Additional Notes

All information listed above is enforced unless otherwise agreed upon in the Managed Services Addendum

For New Clients Only

The definition of "new client" is someone that has never done business with us or with an entity we have acquired prior to signing this Addendum.

We bill labor for any discovery or audit requests related to lawsuits, compliance regulations, and third-party audits.

Anything not specifically mentioned above is excluded.