APPENDIX A

STANDARD TECH SUPPORT PACKAGE

24x7x365 Priority Support

• Unlimited Remote Support
• Unlimited After-Hours Support
• Unlimited Onsite Support @ VIP Rates

Comprehensive Support

• 24x7x365 Remote Monitoring and Management
• Online Ticket Access
• Basic Hardware Troubleshooting and Repair
  • Support for diagnosing and resolving issues related to desktops, laptops, and peripherals.
  • Work with warranty/support companies to arrange for hardware repair.
  • Provide a hot spare computer/laptop for the customer to use during repairs, if available and requested.
• Patch Management
  • Operating Systems (OS)
  • Select Third-Party Applications
• Business Internet Monitoring
• Tier 1 Network Support
  • Diagnose and resolve everyday network problems to ensure smooth and uninterrupted operations.
  • Setup and support for basic network devices like routers, switches, and access points
  • Assistance with network connectivity problems
  • Basic monitoring of network performance and uptime
• Basic Wi-Fi Setup and Support Services
• Printer, Scanners, and MFP Support

Software and Updates

• Software Installation & Updates
• End User Remote Desktop Access
• Antivirus Protection

Microsoft 365 or Google Workspace Support

• Email Services
• Productivity Tools (Microsoft Office, Google Docs)
• Collaboration Tools (Microsoft Teams, Google Meet)

Email Services – Office 365 or Google Workspace

• Productivity Tools – Microsoft Office or Google Workspace
• Collaboration Tools – Microsoft Teams or Google Meet

Cloud Services

• Cloud File Sharing
  • OneDrive
  • Google Drive
• Complete Cloud Backup
  • Microsoft 365
  • Google Workspace