Welcome to ITS! Learn more about our exciting merger with Intivix and PC Miracles.

This Statement of Work (SOW) describes our standard services and other offerings that we (“Company”) may make available to you (“Customer”) when you purchase one of our support plans. We may change these offerings and may add additional offerings or remove existing offerings at the Company’s discretion and make them available to the Customer, subject to additional fees, terms, or conditions. Please refer to your support plan or contact your support representative for additional information or if you have any questions. 

Proactive Technology Management

Service Descriptions

24/7 Server Uptime Monitoring

Managed Firewall Service

Client Ticket Portal

Windows Updates Installation and Management

Antivirus Services

Server & Desktop Asset Tracking

Server & Desktop Warranty Tracking

Server & Desktop System Monitoring

Remote Access to Servers & Desktops

Antispam Email Filtering

Vulnerability Scanning and Reporting

Anti-breach/Anti-ransomware Software

Reactive Support Services

Service Descriptions

Hourly Rates for Reactive Support Services

Emergency Response Time

Onsite Support/Remote Support Billing Minimums

Phone and Remote Support Session

Virus Removal and Remediation

Spyware Scanning and Removal

Hardware Repair

Backup Restorations

New User Setup

New Workstation Installation

New Project Work

Monthly Executive Summary Network Report

Server Onsite & Offsite Backups

Microsoft 365 Security Monitoring

Weekly Firewall Port Scanning and Reporting

Network Remediation Based on Best Practices

Software Upgrades

Workstation Backups

Company Liaison

Company Contract Review

Budget Planning

Strategic Business Review and Planning Meeting

Hardware or Software as a Service

Service Descriptions

Firewall with Web Filter and Intrusion Prevention

Loaner Server/PC

All Workstations Replaced

All Servers Replaced

All Firewalls Replaced

Employee Monitoring Software

Client Satisfaction Surveys

Total Satisfaction Guarantee

100% No-Hassle Flat-rate Billing Guarantee

Support Hours

Server, workstation, firewall, network switch supporttelephone, and other remote support – During support hours, Company will use commercially reasonable efforts to meet or exceed the target support response times for at least 90% of all service tickets.  

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Chicago

8:00 a.m. to 5:00 p.m. CST except for Company holidays. Emergency response services will be available on a 24x7 basis.

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Detroit

7:00 a.m. to 5:30 p.m. EST except for Company holidays. Emergency response services will be available on a 24x7 basis.

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Las Vegas

8:00 a.m. to 5:00 p.m. PST except for Company holidays. Emergency response services will be available on a 24x7 basis.

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Pasadena

8:00 a.m. to 5:00 p.m. PST except for Company holidays. Emergency response services will be available on a 24x7 basis.

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Phoenix

8:00 a.m. to 5:00 p.m. PST except for Company holidays. Emergency response services will be available on a 24x7 basis.

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San Francisco

8:00 a.m. to 5:00 p.m. PST except for Company holidays. Emergency response services will be available on a 24x7 basis.

Support Response Times

The Company will use commercially reasonable efforts to meet the following service levels with the frequency stated in the specification above.

Severity 1

Covered system unavailable or unusable for normal operations by substantially all users.

Target time for initial response:
Initial assessment within two business hours after ticket opened.

Effort level required for resolution:
Work continuously during business hours until resolved.

Severity 2

(1) Covered system performance substantially degraded, but normal operations possible, even if substantially slowed or
(2) key user(s) (
e.g., VIP users, system-console-level operators) are unable to use the covered system for normal operations.
 

Target time for initial response:
Initial assessment within two business hours after ticket opened 

Effort level required for resolution:
Work continuously during business hours until resolved.  

Severity 3

Covered system available and usable for normal operations by substantially all users, but with minor or technical departures from normal operations. 

Target time for initial response:
Initial assessment within six business hours after ticket opened 

Effort level required for resolution:
Workaround with a plan for final resolution within 30 business days constitutes resolution.  

Matters Supported

Enterprise Usage Requirement

Company-Owned Hardware

Workstation Configuration Lockdown

New Devices

Customer Cooperation

Projects Separate

Get Ready to Have a Robust IT System

Schedule a meeting with our Technology experts and get a Free Network Assessment. 

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BOFU_statement-of-work

Get Ready to Have a Robust IT System

Schedule a meeting with our Technology experts and get a Free Network Assessment. 

Schedule a Meeting