Fixed Price Per Seat Managed Services Offering
The list below details the prerequisite items that are minimum requirements in order to qualify for our Fixed Price Per Seat Managed Services Offering. These requirements must be met in order for Innovative Computing Systems, Inc., to enter into a Fixed Price Agreement. If the Client’s existing
environment does not qualify, recommended remediation steps will be proposed in a separate quotation.
Remote Access Model:
Microsoft Terminal Services/RDP, Citrix or Amazon Workspaces
Networking Equipment:
Business-grade switches and firewalls manufactured by HP/Aruba, Dell, Netgear, or Fortinet
Virtualization and Server Software and Applications:
Virtualization: Current supported versions of VMware or HyperV
Current supported versions of Microsoft Windows Server
Current supported versions of Microsoft Exchange Server or Microsoft 365 (Cloud)
Current supported versions of Microsoft SQL Server
Document Management System:
iManage, NetDocuments, or no document management system (DMS)
Antivirus and Email Filtering:
Endpoint Protection: Sophos
Email-Filtering: Mimecast or Microsoft 365
Desktop Vendor and Imaging:
Hewlett Packard, Lenovo or Dell desktops with standardized images deployed via a centralized console or 100% Remote Access Model
Backup Solution:
StorageCraft, CloudBerry or Innovative Cloud Solution
Patches and Warranties:
All hardware and software must be fully patched with active licensing and support.
The following services are included within the Fixed Fee Per Seat Managed Services Agreement at no additional charge to the firm.
Unlimited Remote Support:
Unlimited remote support during support hours (6:00 a.m.–7:00 p.m. Pacific) with the exception of items listed in Excluded Services below
Onsite Support:
In-person on-site visits to client site or home offices as defined in the agreement. Hours may not be carried over or be used for project work
Proactive Monitoring:
24 x 7 x 365 monitoring of servers, workstations, and infrastructure devices, including automatic configuration backups of network devices
Alert Response and Remediation:
Review and remediation of all alerts, including servers, workstations, infrastructure devices, and applications such as endpoint protection, two-factor authentication, email, and spam filtering where applicable
Windows and Supported Application Patching:
Installation and validation of Microsoft desktop and server operating systems (excluding feature packs, service packs, and upgrades), and Supported Applications monthly, including remediation of incomplete and failed patches
Application Updates:
Updates within the same version to applications, such as Windows feature releases, iManage server updates, Microsoft SQL Server Service Packs, AWS WorkSpaces client updates, etc. Does not include upgrades to new software versions.
Quarterly Maintenance and Updates:
Quarterly review and update of network infrastructure and systems as needed.
User Onboarding and Offboarding:
Addition and removal of end-user accounts and systems, including workstation and mobile phone configuration
IT Health Checks and Reports:
Monthly review and report of IT systems, including drive space, patch compliance, endpoint protection, and service delivery
IT Management:
Maintain documentation of systems, develop and discuss budget, recommendations, and short and long-term IT initiatives (Note: Onboarding and creation of IT environment documentation will be billed as incurred during initial project)
The following services are not included within the Fixed Fee Per Seat Managed Services Agreement and will be billed at standard rates outside of the agreement.
After-Hours Support:
Any support provided outside of support hours (6:00 a.m.–7:00 p.m. Pacific)
On-Site Visits beyond allocated hours:
In-person on-site visits to client site or home offices beyond allocated hours where applicable
Consulting Services:
General consulting, including but not limited to IT and security audits, compliance and questionnaires, technology analysis, and research & development
Non-company devices:
Support for any devices and systems not owned by the Client, including home computers, mobile phones, printers, WiFi, network, and internet
Remote Printing:
Support for any printing issues for printers not centrally located and managed by a print server, including printers at home(s)
Unsupported or Non-Standard Applications:
Installation, upgrades, or support for end-of-life or out-of-vendor-support applications, or applications that are not included in standardized image or on the established approved application list
Document Exports and Imports:
Addition, removal, or transfer of multiple documents or email into or out of systems
Unsupported Operating Systems:
Non-Windows systems, any Windows Workstation or Server Operating System outside of vendor-supported versions, and any new Windows Workstation or Server Operating System released within the last six months
Disaster Recovery and Remediation:
Recovery associated with data or service disasters, including hack/exploit, data breach, virus/spyware/ransomware infection, hardware failures, data corruption, equipment loss, theft, and backup and disaster recovery testing and verification
Application Upgrades:
Upgrades to new versions of applications and operating systems, such as upgrading from Windows 10 to 11, Server 2016 to 2019, SQL Server 2017 to 2019, iManage 9 to Work 10, etc.
Implementation/Decommission Work:
Outside of an approved project, work or ticket assistance that includes implementation or decommission of hardware, software, or services (unless associated with a user addition or removal)
7-Zip • Adobe Acrobat • Adobe Acrobat Reader DC x64 • Adobe Air • Adobe Reader • Apple iTunes • Chrome • Citrix Receiver • Citrix Workspace • CutePDF • Dropbox • Edge • Evernote • FileZilla • Firefox • Flash • Foxit Reader • GIMP • Google Backup and Sync • Google Drive • Google Earth • Google Talk • GoToMeeting • IrfanView • Java • LibreOffice • LogMeIn • Malwarebytes • Microsoft .NET • Microsoft Messenger • Microsoft OneDrive • Microsoft Silverlight • Notepad++ • OpenOffice • Opera • PDFCreator • PuTTY • Python • QuickTime • RealVNC • Safari • Shockwave • Skype • TeamViewer • VLC • WebEx • WinRAR • Zoom