Amres - MSP

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Amres Corporation - MSP Support (6/13)

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1.0 Cover Letter

Dear Mike Wilson,

Rooted Software (Rooted) is a technology services company specializing in supporting the missions of small to mid-sized organizations headquartered in the United States. During their combined 40 years of experience in tech leadership, founders Toby Weiss and Joshua Bechard found that their organizations were best served by those who shared a passion for their mission and an understanding of their needs. Rooted was launched to provide technical support, backed by this very passion and experience, to all organizations with the following three core values to sustain it:

Fidelity - In all things Rooted strives to be transparent and trustworthy. We act with integrity and follow through on commitments from our initial meeting to project/service delivery.

Compassion - People first, technology second. Rooted comes alongside you with empathy for your team, passion for your mission, and humility in our approach.

Intentionality - Rooted takes ownership of issues, is proactive in finding solutions, and will not cut corners on quality to drive quantity.

Rooted Software is honored to currently provide Managed IT services in the support of many organizations of varying ages, scopes of influence, employee-count, tech stacks, infrastructures and needs, many of which are fully remote organizations. The technological needs of Amres Corporation are well within the capability of Rooted Software’s Service Desk team which consists of highly trained remote technicians working across numerous time zones following best practice availability, security protocols, and measures of consistency. The team of technicians is regularly praised by Rooted partners for a genuine support of their mission and for resolving technical issues in a prompt and professional yet personal manner. Testimonials can be found on our website at

https://rooted.software/who-we-work-with⁠

Rooted Software is excited at the opportunity to provide the technology and technical human resources to support Amres Corporation in its mission of making the dream of home ownership achievable. Rooted understands that a robust and secure architecture supported by professional and quick ticket resolution translates directly to more customers acquiring homes at a great rate. While recognizing Amres is executing due diligence in comparing multiple options for covering its IT needs, Rooted hopes that Amres sees our desire to form a long-term partnership that yields increased impact to Amres.

Sincerely,

Toby Weiss

CEO

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2.0 Included Services

2.1 Architecture Audit & Support

Service Definition

Objective:

The objective of this service is to address the architecture challenges faced by Amres and provide a comprehensive solution to ensure the stability and efficiency of its infrastructure.

Background:

Amres has recently experienced difficulties in its architecture due to a shortage of personnel expertise in this area. This has resulted in architecture-level outages, causing continuity issues and potential loss of sales.

Solution:

Rooted Software's Expertise

Rooted Software is well-equipped to serve the IT architectural needs of Amres. With our extensive experience and deep knowledge in IT architecture, we can provide the necessary support and guidance to overcome the challenges faced by Amres.

IT Architecture Audit and Robust Support

Rooted Software will conduct an IT architecture audit within the first 3 months of service involving a thorough exploration and documentation of Amres' infrastructure by our expert technicians. This audit will focus on mission-critical servers and include documentation and best practice assessment of all firewall rules, certificates, configurations, etc. By conducting the audit proactively, we can anticipate and make suggestions to address potential architectural issues in advance and learn the infrastructure prior to time of remediation which will significantly reduce the time required for resolution and minimizing any impact on operations. In the subsequent months, Rooted will remediate issues found during this audit. Lastly, Rooted Software will provide robust support for Amres’ architectural needs including coverage when architecture-level issues arise, ensuring immediate support and resolution.

Benefits:

Expert Guidance and Support

By partnering with Rooted Software, Amres will have access to our expertise and guidance in addressing their architecture challenges. Our team will work closely with Amres to ensure a stable and efficient infrastructure.

Prompt Resolution

Inclusion of this service will allow for immediate assistance whenever architecture-level issues occur. This will minimize downtime and ensure the prompt resolution of any problems, reducing the impact on operations and potential loss of sales.

Proactive Approach

Conducting an architecture audit will provide a comprehensive understanding of Amres’ infrastructure. This proactive approach will enable us to identify and address potential issues in advance, resulting in a more resilient architecture and minimizing the need for extensive troubleshooting in the future.

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2.2 Compliance-as-a-Service (enterprise security)

Service Definition

Objective

The objective of this service is to address Amres' need for a secure infrastructure to ensure data security for both customers and employees, system uptime, and overall impenetrability.

Background

Amres recognizes the importance of a secure infrastructure to safeguard sensitive data and maintain uninterrupted system operations. To achieve this, Amres seeks the expertise of Rooted Software, which specializes in compliance as a service for its existing clients.

Solution

Rooted Software's Expertise

Rooted Software is well-equipped to implement the Center for Internet Security (CIS) framework for Amres. With our experience in providing compliance services, we can ensure that Amres meets the necessary security standards to protect its customers, employees, data, and continuity.

One-Time System Analysis

We recommend conducting a comprehensive system analysis to establish a benchmark against the CIS standards. This analysis will help identify any gaps or vulnerabilities in Amres' current infrastructure and serve as a foundation for further improvements.

Remediation Plan

Following the system analysis, Rooted Software will develop and deliver a plan to address the identified gaps and align Amres with the CIS standards over time.

Benefits:

Enhanced Data Security

By implementing the CIS framework, Amres can significantly strengthen its data security measures, ensuring the protection of both customer and employee data.

Improved System Uptime

A secure infrastructure reduces the risk of system outages and improves overall system uptime, minimizing disruptions to operations and ensuring business continuity.

Compliance with Industry Standards

Adhering to the CIS framework demonstrates Amres' commitment to industry best practices and regulatory compliance, enhancing its reputation and instilling trust among customers and stakeholders.

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2.3 Service Desk Hours (Tech Support)

Service Definition

The objective of this service is to address Amres' intermittent IT support ticket overload, providing a flexible solution to offload excess tickets and ensure efficient ticket management.

Background

Amres occasionally faces a ticket load that exceeds its internal capacity to handle. To address this challenge, Amres requires the flexibility to offload these extra tickets to a reliable partner. Rooted Software, a comprehensive IT Managed Service Provider, specializes in meeting the IT needs of organizations like Amres and is well-equipped to handle such ticket overload situations.

Solution

Rooted Software's Expertise

As a trusted IT Managed Service Provider, Rooted Software has the knowledge and experience to efficiently manage ticket loads for organizations like Amres. We can provide the necessary support to handle excess tickets as they arise.

Unlimited Hours for Prompt Assistance

The Rooted Software MSP package provides a flexible solution allowing Amres to utilize our services when needed as much as needed. It ensures prompt and efficient ticket resolution even during peak periods and guarantees Rooted Software’s availability to Amres on short notice.

*** Note: An alternative approach would be to engage with Rooted Software on an hourly Time & Materials basis in which case Rooted Software will make best effort to make availability to Amres’ needs on as short a notice as possible. Prices can be provided upon request.

Scope of Work

Rooted will provide and manage a centralized Service Desk to serve as the primary point of contact for all IT-related issues and requests. This includes:

Helpdesk support for end-users

User account management and access control

End-user remote troubleshooting and problem resolution

Incident and request ticket logging, tracking, and resolution

Remote Monitoring and Management

Continuous monitoring of Amres’ endpoints to identify and address potential issues proactively.

Remote troubleshooting and resolution of technical problems to minimize downtime.

Continuous automated performance assessments to optimize system efficiency.

Identity Management with a Password Manager

Deployment and configuration of identity management solutions for secure user access.

Implementation of a password manager to enhance password security and user authentication

Asset Management

Hardware provisioning/onboarding and Deprovisioning

Patch management and software updates

Software license acquisition and management

Remote Machine Monitoring

Remote Machine Wiping

Hardware and software inventory reporting

Hardware obsolescence planning

Architecture

M365 architecture maintenance

Asset Protection

Antivirus protection with Sentinel One AV

Data Loss Prevention with Acronis Data Protection Solutions

Downtime/outage resolution and reporting

Advanced Antivirus and Endpoint Detection Response

Implementation and management of advanced antivirus solutions to safeguard Endpoints against malicious threats.

Endpoint detection and response to identify and neutralize security incidents promptly.

Network Management

Rooted will be responsible for ongoing management of Amres’ network infrastructure. This includes:

Network monitoring for performance, security, and availability

identification and resolution of network outages and issues

Network hardware obsolesce planning and consultation

Network architecture planning and consultation

Configuration management and optimization of network devices

Implementation of security measures, including firewalls and intrusion detection/prevention systems

Infrastructure Management

Rooted will oversee the management and maintenance of Amres’ IT infrastructure, covering:

Server administration and optimization

Virtualization management

Storage solutions management

Backup and disaster recovery planning and execution

Patch management and software updates

Hardware and software asset management

Implement a systematic approach to manage the lifecycle of IT assets

Plan for timely upgrades and replacements to ensure optimal performance

Implement a systematic approach to manage the lifecycle of IT assets

Plan for timely upgrades and replacements to ensure optimal performance

Communication

Rooted will establish and maintain clear communication channels with Amres, including regular meetings to discuss service performance, upcoming changes, and strategic planning.

Additional Services

Quarterly Business Reviews: Rooted Software will perform Quarterly Business Review with Amres’ Team to ensure our services are in line with the current and future technology direction of Amres.

Technical training upon request

Regular reporting on service desk performance and trends

Responsibilities

Client (Amres)

Provide necessary access and information for the setup of Apple Business Manager.

Provide necessary administrator access to Amres’ Microsoft 365 Environment.

Complete onboarding documents to the best of Amres’ ability

Rooted Software

Provide unlimited technical support for endpoints as outlined in this SOW.

Excluded Services

Third-Party Software Licensing: The MSP will exclude costs associated with licensing third-party software unless explicitly stated otherwise.

Hardware Procurement: While the MSP will manage hardware assets, the actual procurement of hardware will be excluded from the contract.

Data Center Costs: Costs related to the operation and maintenance of data center facilities are excluded.

Travel Expenses (post implementation): Expenses incurred by the MSP for travel to the client's site or other locations are excluded, unless specifically agreed upon.

Onsite Support Beyond Agreed Parameters: While onsite support may be included to a certain extent, excessive onsite support or support outside of agreed-upon hours might be excluded or billed separately.

Network Upgrades and Expansion: Any major network upgrades or expansions beyond the scope of the initial agreement are excluded.

Custom Development Work: Development of custom software or applications are excluded unless explicitly included in the contract.

User Training: Training of end-users on software or systems are excluded from the managed services.

Disaster Recovery and Business Continuity Planning: While the MSP may assist with disaster recovery planning, implementation and testing of comprehensive disaster recovery and business continuity solutions are excluded.

Security Incident Response beyond Basic Support: While basic security support may be included, extensive incident response or forensic analysis are excluded.

Data Migration: Large-scale data migrations are excluded from the managed services.

Strategic IT Consulting: High-level IT consulting services are excluded from the managed services agreement.

Telecom Services: Services related to telecommunication infrastructure and contracts are excluded.

Legal and Compliance Services: Legal and compliance-related services are excluded from the agreement.

Project Management: While the MSP may manage projects related to their services, standalone project management services are excluded.

Vendor Management: Managing relationships with other technology vendors are excluded, unless the vendors are specifically managed by Rooted software, as defined elsewhere in this contract.

IT Asset Disposal: Disposal of IT assets at the end of their lifecycle is excluded.

Cloud Service Costs: While the MSP may manage cloud services, the actual costs of those services is excluded from the contract.

Non-Standard Hours Support: Support outside of standard business hours is excluded or billed separately at 150% of standard rates.

Any Service Not Explicitly Included: Any service not explicitly mentioned or agreed upon in the contract is excluded.

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3.0 Pricing

4.0 Methods of accessing support

General hours of support: Monday-Friday, 8 am-7 pm ET

Ways to submit a ticket:

Call dispatch (785) 347-9300

Email:

support@rooted.software⁠

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Complete our ticketing form.

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5.0 Contract Terms and Conditions

4.1 Service Level Agreement (SLA)

Planned Support SLA

Response time: two (2) business hour

Resolution time: five (5) business days

Unplanned Support SLA

High Priority

Response time: one (1) business hour

Resolution time: two (2) business days

Normal Priority

Response time: four (4) business day

Resolution time: five (5) business days

SLA Hold Events: throughout the lifecycle of a request, there are events that will cause the SLA timer to pause when the advancement of the request is outside of Rooted Software’s direct control. Examples of events that will pause the SLA are included below.

Technician has responded to a request and must await a response from the requester before proceeding

Technician has ordered equipment and is awaiting delivery

Technician has defined the incident as being related to a 3rd-party and has escalated the request to the 3rd-party for resolution.

4.2 Terms and Conditions

The terms and conditions governing this engagement, including service levels, response times, and any additional charges, are outlined

HERE⁠

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6.0 Billing & Terms

One-time fees and monthly fees will be determined by which selection Amres makes, from one a-la-carte item to full MSP.

One-time-fees can be broken into monthly installments if needed.

All invoices are NET 30

6.3 Due at Signing

All one-time fees and the first month of each selected service are due at signing. However, these can be split into monthly installments if necessary.

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7.0 Acceptance

If you accept the project summary, scope, pay schedule, and terms as listed above, please use the e- signature function below to proceed. Please reach out to Benjamin Armstrong with any questions or concerns.