Service Catalog

AdVran Service Catalog - Ver. 2026-1

MSP offers three (3) tiers of Subscription: Essential, Secure & Complete. Each tier includes features defined below based on Client's selected subscription as indicated on the SOW. Reference the SOW to ensure that you have purchased the correct service tier that includes the features required for your company's needs.

Services Offered

Unlimited Remote Help Desk: During our normal business hours, MSP will attempt to resolve day-to-day IT support incidents via remote support tools for existing systems and software that we manage. This includes troubleshooting hardware, software, printing, network and other IT-related issues relevant to Client's corporate systems. MSP will attempt to resolve such technical problems in a professional, reasonable, and timely manner, taking into consideration the circumstances and nature of the technical problems. Unlimited Remote Help Desk support does not assure that every request for technical support will be resolved to Client's satisfaction. MSP has limited proprietary information from vendors, manufacturers, and developers, and may not have the ability to obtain the proprietary information necessary to resolve Client's technical problem. Technical problems that arise may be a result of software or hardware errors or problems that may not be correctable or may be too difficult to resolve remotely, at which point MSP, at its own discretion, will determine if on-site support services are required. Business line application support is provided on a best effort basis and only if Client has a current manufacturer support contract and/or agreement allowing MSP to initiate a manufacturer service request for support on behalf of Client. Remediation does not include changes to the status quo such as the installation, implementation, instantiation or integration of devices or software to the environment. Changes to the status quo will be considered Out of Scope.

Mobile Device Support: MSP will provide mobile smart phone support specific to synchronization with Client's Microsoft Office 365 email systems. Mobile smart phones must have a data plan from the phone carrier and be running current, or the most recent previous version, of iPhone, or Android operating software. In order to configure and support additional mobile device security and management functionality it is recommended the Client subscribe to the Microsoft Office 365 licensing that includes this ability.

Firewall Management: MSP will make requested or needed configuration changes and perform software and/or firmware updates to the device(s) as needed following MSP best practices for the network firewall device that MSP manages (if any.) In most cases, firmware updates require an ongoing maintenance/security subscription from the manufacturer of the device at Client's expense. If ongoing maintenance is not maintained or if a device is no longer supported by the manufacturer, updates may not be available, and your device may be at risk for security compromise. MSP will make every effort to notify you in such a situation.

Vendor Management: MSP shall interface with Client's contracted third-party technology vendors to the best of our ability and only if Client has a current vendor support contract and/or agreement allowing MSP to initiate a service request for support on behalf of Client. In some situations, vendors may be unsuccessful in their efforts to solve problems. MSP cannot be held responsible for the performance of third-party vendors. Additionally, vendors may require (or common sense may dictate) that Client's staff interact with vendors for specific issues that require demonstrations of specific failures or day-to-day use issues that MSP will be unable to perform and/or replicate.

User Account Management: This includes creating and managing user accounts, assigning licenses, managing user access and permissions, and handling user onboarding and offboarding processes so long as Client utilizes Microsoft Active Directory. MSP will provision new user accounts and assist new users with their initial logon to the system. This will include ensuring printers are mapped, Office365 applications are mapped and configured, enrollment in MFA, etc. This does not displace the need for proper computer hardware and operating system configuration and assumes a computer that is already fully configured is ready for use.

Microsoft 365 Mailbox Management: MSP shall manage access to Client's Microsoft 365 environment including: Manage Exchange Online settings, including email routing, security settings, spam filtering, and other related tasks; Manage SharePoint and OneDrive such as storage quotas, sharing permissions, document security, and collaboration settings; Adding or removing Microsoft licenses and assisting with general billing questions. Client agrees that MSP shall have full administrative control of Client's Microsoft 365 tenant in order to effectively provide this service.

NextGen Antivirus: MSP will provide, deploy and configure endpoint antivirus software product to Windows computer(s) that we manage. At our discretion, we may leverage multiple such products to meet our internal objectives. Deviation from MSP standard configurations and/or Client requested customizations may result in additional fees or out of scope charges.

User Verification: MSP makes best effort to validate and confirm the identity of individuals requesting support which requires the use of third-party software installed and configured on Client's end user mobile devices.

Self-Service Password Reset: Client end users can regain access to their accounts quickly and securely in case they forget their passwords or encounter login issues. Requires third-party application to be installed and configured on Client's end user mobile device.

Endpoint Detection & Response (EDR): MSP will provide, deploy and configure an EDR product to each Windows computer that we manage. Utilizing behavioral analysis and machine learning algorithms, EDR continuously monitors endpoint activity to detect and respond to malicious behavior in real-time enabling it to identify and thwart known and unknown threats, including malware, ransomware, fileless attacks, and zero-day exploits. At our discretion, we may leverage multiple such products to meet our internal objectives. Deviation from MSP standard configurations and/or Client requested customizations may result in Out of Scope Fees.

Backup & Disaster Recovery (BDR): MSP will provide, deploy, and manage a backup solution that is designed to protect Client's identified critical data. Services will include monitoring of backup success/failure, and remediation of failed backup jobs. Backups will be performed at intervals defined in the SOW. Data can be stored locally, to a cloud, or a mix of both (hybrid) as needed and defined in the SOW. Restoration of data is included for accidental file deletion or corruption. However, full server virtualization or full-site disaster recovery scenarios (spinning up servers in the cloud) may incur additional fees or be classified as a separate project depending on the Subscription Tier. MSP is not responsible for data loss resulting from hardware failure prior to the installation of the BDR solution or during gaps caused by power outages or internet connectivity failures at Client site.

Backup VM Testing (Add-on to BDR Service): For machines identified as critical in the SOW, MSP offers an automated boot verification service. This service utilizes virtualization technology to boot up backup images of Client's critical server/workstations in a sandbox cloud environment to verify backup image integrity. MSP will review the resulting boot report to ensure the image is capable of starting up from the backup file. The service provides the highest level of assurance that data is recoverable.

Patch Management: MSP will use automated tools to deploy approved security updates, critical patches, and service packs to managed workstations and servers. MSP will attempt to patch common supported third-party applications (such as: Google Chrome, Adobe Reader, Zoom) wherever possible. Patching will be performed during scheduled maintenance times to avoid disruption, but forced reboots of devices may still be needed. MSP monitors patch compliance, but cannot guarantee 100% success rate due to factors out of MSP's control (vendor conflicts, device availability, operating system errors, etc.). In the event of a flawed patch, MSP will attempt rollback and/or remediation under terms of Help Desk support. Note: this service does NOT include major OS upgrades (i.e, Windows 10 -> Windows 11) as these are considered Out of Scope and will be treated as a separate project.

Security Awareness Training: MSP will provide access to a security training platform designed to educate Client's end users on best cybersecurity practices. Services include training modules and simulated phishing campaigns. MSP will provide reports of user participation and testing results to Client leadership for tracking purposes. While training is a critical part of reducing security incidents, MSP cannot guarantee that users will be able to recognize or avoid every security threat.

Network Infrastructure Management: MSP will monitor and manage Client's compatible network switches and Wireless Access Points. Services include firmware updates and configuration changes (e.g. VLAN adjustments, SSID updates) as needed. Support is limited to MSP approved equipment.

Advanced Email Filtering Service (Checkpoint): MSP will deploy and manage an API-based email security solution designed to filter malicious content from Client's corporate emails. This service will include protection against phishing, spear-phishing, malware, and account takeover attempts. This service scans internal emails as well as externally inbound/outbound emails. MSP will manage policies to detect and quarantine any detected malicious emails. This service greatly reduces the risk of email-borne attacks. This service does not replace the need for Security Awareness Training and user vigilance.

Strategic Business Reviews (vCIO): MSP will conduct periodic assessments of Client's technology environment to determine alignment with Client's business goals. MSP will review asset lifecycles, budget planning, and support trends. Implementation of new projects or upgrades identified during these reviews fall outside the scope of this service and will require a separate SOW.

---

Service Packages

Essential

An entry-level package provides the basic IT support and security for daily operations. It is designed for businesses needing a remote help desk, basic device management, and essential security protections.

Services Included:

• Unlimited Remote Help Desk
• Mobile Device Support
• User Account Management
• Microsoft 365 Mailbox Management
• NextGen Antivirus
• User Verification
• Self-Service Password Reset
• Patch Management

Secure

This package builds on the Essential tier, and now integrates advanced threat protection, managed firewalls, and a third party SOC to create a protected and secure architecture. This package is ideal for businesses that have compliance requirements or higher sensitivity to security risks.

Services Included:

• Unlimited Remote Help Desk
• Mobile Device Support
• User Account Management
• Microsoft 365 Mailbox Management
• NextGen Antivirus
• User Verification
• Self-Service Password Reset
• Firewall Management
• Vendor Management
• Endpoint Detection & Response (EDR)
• Managed Detection & Response (MDR)
• Patch Management
• Security Awareness Training
• Advanced Email Filtering Service (Checkpoint)

Complete

The Complete package is the all-inclusive tier, offering full remote help desk support, advanced security protections, and full business solutions, including Backup & Disaster Recovery and Strategic Business Reviews (vCIO). This package is suited for businesses that require maximum uptime, the highest level of security assurance, and proactive IT strategy guidance.

Services Included:

• Unlimited Remote Help Desk
• Mobile Device Support
• User Account Management
• Microsoft 365 Mailbox Management
• NextGen Antivirus
• User Verification
• Self-Service Password Reset
• Firewall Management
• Vendor Management
• Endpoint Detection & Response (EDR)
• Backup & Disaster Recovery (BDR)
• Backup VM Testing (Add-on)
• Patch Management
• Security Awareness Training
• Network Infrastructure Management
• Advanced Email Filtering Service (Checkpoint)
• Strategic Business Reviews (vCIO)

---

Additional Services (Add-Ons)

Clients may find they want to add individual services to their subscription to meet specific business needs. The following services are available as Add-Ons to any tier that doesn't already include them:

• Backup & Disaster Recovery (BDR)
• Backup VM Testing
• On-Site Support Visits
• Project Services