Explore

Sands Construction Managed IT Proposal

⁠

1. Cover Letter

Dear Michael Sands,

Rooted Software (Rooted) is a technology services company specializing in supporting the missions of small to mid-sized organizations in the United States. During their combined 40 years of experience in tech leadership, founders Toby Weiss and Josh 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 countless 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. The technological needs of Sands Construction 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. Several references are provided directly within the proposal for further detail. Additional testimonials can also 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 Sands Construction in its mission to prevent, mitigate, abate or control geologic hazards within several districts in California. Rooted understands that each machine thoughtfully configured, deployed, monitored, and maintained for an individual at Sands Construction translates directly to Sands Construction’s ability to serve its community. While recognizing that Sands Construction is executing due diligence in comparing multiple MSPs for its technical solutions, Rooted hopes that Sands sees our desire to form a long-term partnership that yields increased impact to Sands Construction.

Sincerely,

Toby Weiss

CEO

⁠

2. Statement of Work

2.1 Implementation Project SOW (Phone, Email, and File Server Migration, Network Replacement, and Remote sever Migration, And Hardware Procurement)

File Migration

Introduction

The Client currently stores their files on a Synology NAS system and seeks to migrate these files to Microsoft 365 SharePoint for improved collaboration, accessibility, and security.

Objectives

The primary objective of this project is to efficiently migrate all client files from the existing Synology NAS to Microsoft 365 SharePoint. This migration should be seamless, ensuring that all files are accurately transferred while minimizing disruption to ongoing operations.

Scope of Work

The scope of work for this project includes but is not limited to the following tasks:

Initial assessment of existing file structure and content on the Synology NAS.

Planning and strategizing the migration process, including mapping of file structures, permissions, and metadata.

Configuration of Microsoft 365 SharePoint environment to accommodate the migrated files and ensure optimal performance and security.

Execution of the migration process, ensuring the accurate transfer of all files, directories, and associated metadata.

Validation and testing of the migrated data to ensure completeness and integrity.

User training and documentation to familiarize client personnel with the new SharePoint environment and file management practices.

Project Plan and Estimates

Assessment and Planning: 6 Hours

Evaluate the current file server structure, including folder hierarchy, permissions, and data volume.

Determine SharePoint site structure, permissions model, and document libraries organization based on the assessment.

User Training and Communication: 5 Hours

Develop training materials and conduct sessions to educate users on SharePoint features, document management, and collaboration tools.

Communicate the upcoming migration plan, timeline, and expectations to all stakeholders.

Preparation of SharePoint Environment: 5 Hours

Set up SharePoint sites, document libraries, and necessary permissions according to the planned structure.

Configure metadata, content types, and other relevant settings to align with organizational requirements.

Data Preparation: 5 Hours

Clean up and organize files on the file server, removing duplicates, outdated documents, and irrelevant data.

Assign metadata tags or labels to files for easier categorization and search in SharePoint.

Migration Tool Selection: 5 hours

Evaluate and select a suitable migration tool or method based on factors such as data volume, complexity, and desired features.

Test the selected migration tool in a sandbox environment to ensure compatibility and effectiveness.

Pilot Migration: 3 hours

Conduct a pilot migration of a subset of files to SharePoint to validate the process and identify any issues or challenges.

Gather feedback from users participating in the pilot migration to make necessary adjustments.

Full-Scale Migration: 20 Hours

Schedule the full migration during off-peak hours to minimize disruption to regular business operations.

Execute the migration process, monitoring progress and addressing any issues promptly.

Post-Migration Validation: 6 Hours

Verify that all files have been successfully migrated to SharePoint and are accessible to users with the appropriate permissions.

Conduct spot checks to ensure metadata, permissions, and file properties are correctly transferred.

User Support and Troubleshooting: 6 Hours

Provide ongoing support to users encountering issues or needing assistance with navigating SharePoint.

Address any post-migration challenges promptly, such as missing files, broken links, or permission discrepancies.

Documentation and Training Refresh: 8 hours

Update documentation to reflect the new SharePoint environment, including guidelines for document management, collaboration, and best practices.

Offer refresher training sessions or resources to reinforce SharePoint usage and address any lingering user concerns or questions.

Deliverables

The following deliverables will be provided upon completion of the project:

Migration Plan detailing the approach, timeline, and resources required for the migration process.

Configured Microsoft 365 SharePoint environment ready to host the migrated files.

Documentation outlining the migrated file structure, permissions setup, and any necessary configurations.

User training materials and documentation for utilizing Microsoft 365 SharePoint effectively.

Post-migration support for addressing any issues or concerns related to the migration.

Assumptions and Dependencies

Availability of necessary resources, including access to the Synology NAS and Microsoft 365 SharePoint environment.

Client cooperation and timely provision of required information and approvals.

Minimal changes to the existing file structure during the migration process.

Responsibilities

The Managed Service Provider (MSP) will be responsible for planning, executing, and managing the migration process, as well as providing necessary training and support.

The Client will be responsible for providing access to the existing Synology NAS and collaborating with the MSP throughout the project duration.

Acceptance Criteria

The project will be considered successfully completed upon the following criteria:

All client files are migrated to Microsoft 365 SharePoint without loss of data or metadata.

The SharePoint environment is properly configured to support the migrated files and meets the client's requirements.

Client personnel are adequately trained and equipped to utilize Microsoft 365 SharePoint for file management effectively.

⁠

Email Migration

Introduction

The primary objective of this project is to seamlessly migrate Client's email infrastructure from Exchange Server to Microsoft 365 while minimizing disruption to business operations. Key objectives include:

Transfer all user mailboxes, emails, contacts, calendars, and other relevant data to Microsoft 365.

Ensure data integrity and security throughout the migration process.

Minimize downtime and ensure uninterrupted access to email services for end-users.

Scope of Work

The scope of work for this project includes, but is not limited to, the following tasks:

Assessment and Planning

Evaluate the existing Exchange Server environment to determine the scope and requirements of the migration.

Develop a comprehensive migration plan outlining timelines, dependencies, and resource allocation.

Pre-migration Preparation

Prepare the Exchange Server environment for migration, including necessary updates, configurations, and backups.

Conduct user communication and training sessions to ensure awareness and readiness for the migration process.

Migration Execution

Perform the migration of user mailboxes, emails, contacts, calendars, and other relevant data to Microsoft 365.

Monitor the migration process, address any issues or errors promptly, and ensure data integrity throughout.

Post-migration Validation

Validate the successful migration of all data to Microsoft 365.

Conduct testing to ensure seamless functionality and access for end-users.

User Support and Training

Provide ongoing support to end-users during and after the migration process.

Conduct additional training sessions as needed to familiarize users with the new Microsoft 365 environment.

Documentation and Reporting

Document the migration process, including configurations, settings, and any customizations made.

Provide comprehensive reports outlining the status of the migration, including any issues encountered and their resolutions.

Project Plan and Estimates

Assessment and Planning: 3 hours

Evaluate current email server infrastructure, including hardware, software, and configurations.

Identify the scope of migration, including mailboxes, distribution lists, calendars, and contacts.

Determine migration goals, such as timeline, budget, and desired features of Microsoft 365.

User Communication and Training: 3 hours

Inform users about the upcoming migration, including its benefits and impacts.

Provide training sessions or documentation on using Microsoft 365 features, such as Outlook, Teams, and SharePoint.

Data Backup: 7 hours

Backup all existing email data, including mailboxes, calendars, and contacts, to ensure no data loss during the migration process.

Set Up Microsoft 365 Accounts: 3 hours

Create user accounts on Microsoft 365, ensuring proper permissions and roles are assigned based on organizational needs.

Configure Microsoft 365 Environment: 7 Hours

Set up Exchange Online within Microsoft 365, including domain configuration, security settings, and compliance features.

Configure mail flow settings to ensure seamless email routing during and after the migration.

Migration Testing: 5 Hours

Conduct pilot migrations for a subset of users to test the migration process and identify any potential issues or complications.

Verify that migrated data, including emails, calendars, and contacts, are accessible and intact in the new Microsoft 365 environment.

Full-Scale Migration: 15 Hours

Schedule the migration process during off-peak hours to minimize disruption to regular business operations.

Migrate remaining mailboxes, distribution lists, and other relevant data to Microsoft 365 using appropriate migration tools and methods.

Post-Migration Verification: 5 hours

Validate the successful migration of all data and functionalities, ensuring that users can access their emails, calendars, and contacts without any issues.

Address any post-migration issues promptly, such as missing data or configuration errors.

Security and Compliance Configuration: 5 hours

Implement security measures, such as multi-factor authentication (MFA), data loss prevention (DLP), and encryption, to protect sensitive information within Microsoft 365.

Configure compliance features, such as retention policies and eDiscovery, to meet regulatory requirements and organizational policies.

User Support and Follow-Up: 10 hours

Provide ongoing support to users to address any questions or issues they may encounter while using Microsoft 365.

Gather feedback from users to identify areas for improvement and optimize the Microsoft 365 environment accordingly.

Deliverables

Upon completion of the migration project, the following deliverables will be provided to the Client:

Migration Plan detailing the approach, timelines, and dependencies.

Documentation of the migration process, including configurations and settings.

Reports on the status of the migration, including any issues encountered and their resolutions.

Training materials and documentation for end-users.

Post-migration support documentation outlining procedures for ongoing support and maintenance.

Timeline

The estimated timeline for completing the migration project will be provided upon agreement between the Client and the MSP. Timelines will be subject to adjustment based on factors such as the size of the environment and any unforeseen challenges encountered during the migration process.

Assumptions and Dependencies

This project assumes full cooperation and support from the Client, including access to necessary systems, resources, and personnel. Dependencies such as network connectivity, hardware availability, and third-party integrations will be identified and addressed throughout the project.

Terms and Conditions

All services provided under this SOW will be subject to the terms and conditions outlined in the Master Service Agreement (MSA) between the Client and the MSP.

Acceptance

Upon acceptance of this Statement of Work, both parties agree to abide by the terms and conditions outlined herein. Any deviations or changes to the scope of work will be documented through formal change control procedures.

⁠

Server Migration

Introduction

This Statement of Work (SOW) outlines the scope of professional services to be provided by Rooted Software (hereinafter referred to as "MSP") for hosting a cloud server for Sands Construction (hereinafter referred to as "Client"). The objective of this engagement is to ensure the efficient, secure, and reliable hosting of Client's cloud server infrastructure.

Scope of Work

The scope of work includes but is not limited to the following:

Initial Consultation and Assessment

MSP will conduct an initial consultation session with Client to understand their specific hosting requirements, including performance, security, scalability, and compliance needs. This will involve a comprehensive assessment of existing infrastructure and applications to determine the optimal cloud server solution.

Cloud Server Provisioning

MSP will provision and configure the cloud server environment according to the agreed-upon specifications. This includes setting up virtual machines, storage, networking, and any necessary software components.

Security Implementation

MSP will implement robust security measures to protect the cloud server environment from unauthorized access, data breaches, and other security threats. This will involve setting up firewalls, encryption, access controls, and regular security audits.

Performance Optimization

MSP will optimize the performance of the cloud server environment to ensure optimal responsiveness and resource utilization. This may include tuning server configurations, implementing caching mechanisms, and load balancing.

Backup and Disaster Recovery

MSP will design and implement a backup and disaster recovery strategy to safeguard Client's data against unforeseen incidents. This will involve regular backups, offsite storage, and testing of recovery procedures to ensure business continuity.

Monitoring and Maintenance

MSP will continuously monitor the health and performance of the cloud server environment, identifying and addressing any issues proactively. Routine maintenance tasks such as software updates, patches, and system optimizations will also be performed to keep the environment running smoothly.

Reporting and Documentation

MSP will provide regular reports to Client detailing the performance, security status, and any notable incidents or actions taken. Additionally, comprehensive documentation of the cloud server environment, configurations, and procedures will be provided to facilitate future management and troubleshooting.

Project Plan & Estimates

Assessment and Planning

Evaluate the current cloud server setup, including resources, configurations, and data stored.

Identify the client's requirements, including hardware specifications, software dependencies, and data migration needs.

Plan the migration timeline, considering downtime constraints and potential risks.

Selecting Hardware

Procure or lease the necessary server hardware based on the assessment done in the previous step.

Ensure that the hardware meets the performance, storage, and scalability requirements identified during the assessment phase.

Installing Operating System and Software

Install the chosen operating system (OS) on the new server hardware.

Configure the OS according to best practices and security guidelines.

Install required software applications and dependencies needed for the client's operations.

Network Configuration

Configure network settings on the new server to ensure connectivity with the client's internal network and the internet.

Set up firewalls, routing, and DNS configurations as per security and access requirements.

Data Migration

Develop a data migration strategy to transfer data from the MSP cloud server to the new client-owned server.

Determine the most efficient method for transferring data while minimizing downtime and ensuring data integrity.

Execute the data migration process, verifying data completeness and accuracy after the transfer.

Application Migration

Identify all applications hosted on the MSP cloud server.

Determine compatibility and dependencies of these applications with the new server environment.

Migrate applications to the new server, ensuring they are properly configured and tested for functionality.

Testing and Validation

Conduct comprehensive testing of the new server environment, including hardware, software, and data integrity.

Validate the performance of applications and services running on the new server.

Perform user acceptance testing (UAT) to ensure that all client requirements are met.

Training and Documentation

Provide training sessions for users and administrators on how to operate and maintain the new server environment.

Document all configurations, procedures, and troubleshooting steps for future reference.

Ensure that there is a clear understanding of roles and responsibilities among the client's IT staff.

Transition and Go-Live

Coordinate with stakeholders to schedule the final cutover from the MSP cloud server to the client-owned server.

Communicate with end-users about any expected downtime or changes in access during the transition period.

Execute the cutover plan, closely monitoring the process to address any unforeseen issues promptly.

Post-Migration Support

Provide post-migration support to address any issues or concerns that arise after the transition.

Conduct a post-implementation review to assess the success of the migration project and identify areas for improvement.

Establish ongoing maintenance and monitoring procedures to ensure the continued smooth operation of the new server environment.

Deliverables

The following deliverables will be provided as part of this engagement

Provisioned and configured cloud server environment

Security implementation documentation

Performance optimization report

Backup and disaster recovery plan

Monitoring and maintenance reports

Comprehensive documentation of the cloud server environment

Timeline

The estimated timeline for completion of the above tasks is 35 hours. However, actual timelines may vary based on project complexity and specific requirements.

Assumptions and Dependencies

The successful completion of this project is dependent on:

Client's provision of necessary access to existing infrastructure and systems

Timely decision-making and approvals from Client

Availability of resources and support from both parties as required

⁠

Network Replacement

Introduction

This Statement of Work (SOW) outlines the scope, objectives, deliverables, and timelines for the network hardware replacement project to be carried out by Rooted Software at the client's location.

Project Overview

Rooted Software will be responsible for replacing the existing network hardware (Firewall, network Controller, Network Switches, and Access Points) at the client's location with new hardware to enhance network performance, security, and reliability. The project includes the procurement, installation, configuration, testing, and documentation of the new network hardware.

Scope of Work

Procurement

Identify and procure the necessary network hardware components based on the project requirements and budget constraints (router/firewall, wireless access point, network switch)

Ensure timely delivery of hardware components to the client's location.

Installation and Configuration

Physically install the new network hardware, including switches, routers, firewalls, and any other required devices.

Configure the hardware according to the predefined specifications and network design.

Implement necessary security measures and best practices during the configuration process.

Testing and Validation

Conduct thorough testing of the newly installed hardware to ensure proper functionality and compatibility with existing network infrastructure.

Perform validation tests to verify network performance, stability, and security.

Documentation

Prepare detailed documentation of the replaced hardware, including configurations, network diagrams, and user guides.

Provide training sessions for client staff on operating and maintaining the new network hardware.

Post-Implementation Support

Offer ongoing support and troubleshooting assistance to address any issues that may arise following the hardware replacement.

Ensure seamless transition and minimal disruption to the client's daily operations.

Project Plan & Estimates

Assessment and Planning: 5 hours

Identify the current network infrastructure and its limitations.

Define goals and requirements for the new network gear implementation.

Assess budget constraints and timelines for the project.

Research and Selection: 1 hour

Research available network gear options that meet the defined requirements.

Evaluate vendors, considering factors such as reliability, scalability, and support.

Select the most suitable network gear based on the assessment.

Design and Architecture: 2 hours

Develop a detailed network design and architecture plan based on the selected gear.

Determine the placement of switches, routers, access points, and other network components.

Consider redundancy and failover mechanisms to ensure high availability.

Procurement: 1 hour

Procure the selected network gear from the chosen vendor or vendors.

Ensure all necessary licenses, warranties, and support agreements are in place.

Testing and Configuration: 16 hours

Set up a test environment to configure and test the new network gear.

Configure network settings, VLANs, routing protocols, security policies, and other parameters according to the design plan.

Conduct thorough testing to validate functionality and interoperability.

Parallel Deployment: 16 hours

Deploy the new network gear in a parallel to the production environment.

Monitor performance and gather feedback from users and IT staff.

Identify and address any issues or optimization opportunities.

Deployment: 3 hours

Roll out the new network gear across the entire environment in phased or staged deployments.

Coordinate with relevant stakeholders to minimize disruption to operations.

Perform post-deployment testing to verify functionality and address any final issues.

Documentation: 2 hours

Document the new network infrastructure, including configurations, diagrams, and operating procedures.

Update network documentation and asset inventories accordingly.

Monitoring and Maintenance:

Implement ongoing monitoring tools and procedures to track network performance and health.

Establish a regular maintenance schedule for firmware updates, security patches, and hardware upgrades.

Continuously evaluate the network infrastructure to ensure it meets evolving needs and standards.

Deliverables

Upon completion of the project, the following deliverables will be provided to the client:

Detailed project plan and timeline.

Procurement documentation for the new network hardware.

Installation and configuration documentation.

Test results and validation reports.

Comprehensive network documentation, including diagrams and user guides.

Training materials and session records.

Post-implementation support documentation.

Timeline

The project timeline will be as follows:

Assessment and Planning: 8 hours

Procurement: 3 hours

Installation and Configuration: 32 hours

Testing and Validation: 8 hours

Documentation: 5 hours

Post-Implementation Support: Ongoing

Assumptions and Dependencies

Timely availability of client resources and access to the premises.

Availability of required network hardware components from vendors.

Any changes to the project scope or requirements may impact the project timeline and budget.

Project Team

The project team will consist of Rooted Software professionals with expertise in network infrastructure, hardware procurement, installation, configuration, and support.

Acceptance Criteria

The project will be considered successfully completed upon the client's acceptance of the replaced network hardware and related documentation.

This Statement of Work is subject to mutual agreement by both parties and will serve as the basis for the successful completion of the network hardware replacement project.

⁠

Hardware Procurement

Introduction

The purpose of this Statement of Work (SOW) is to outline the requirements and specifications for the procurement of four Apple computers for use within our organization.

Scope of Work:

The scope of this project includes the following:

Procurement of four Apple computers meeting the specified requirements.

Installation of necessary software and applications as per organizational standards.

Testing and verification of the functionality of each computer.

Delivery and setup of the computers at the designated location(s) within the organization.

Requirements

The following requirements must be met by the Apple computers to be procured:

Model: Mac Mini

Processor: M2 Pro

RAM: 32 GB DDR4

Storage: 1 TB SSD (or latest equivalent)

Connectivity: Wi-Fi 6, Bluetooth 5.0, USB-C ports

Warranty: Three-year manufacturer warranty

Peripherals: 32” 4K Dell Monitor, Apple Magic Keyboard, Apple Magic Mouse, Logitech Webcam

We will also purchase 1 computer with these requirements:

Model: MacBook Air 15”

Processor: M3

RAM: 24 GB DDR4

Storage: 1 TB SSD (or latest equivalent)

Connectivity: Wi-Fi 6, Bluetooth 5.0, USB-C ports

Warranty: Three-year manufacturer warranty

Deliverables

The following deliverables are expected from the selected vendor:

Four Apple computers meeting the specified requirements.

Documentation including warranty information, user manuals, and invoices.

Project Plan & Estimations

Project Initiation and Requirements Gathering: 2 hours

Define project scope, objectives, and timeline.

Gather requirements from the client regarding the specifications of the Apple machines needed.

Budgeting and Cost Analysis: 1 hour

Determine the budget allocated for procuring the Apple machines.

Conduct cost analysis to ensure the chosen machines align with the budget and client requirements.

Purchase Order Generation: 1 hour

Generate purchase orders detailing the agreed-upon terms, including quantities, pricing, delivery schedules, and payment terms.

Ensure accuracy and completeness of purchase orders before sending them to the vendor.

Order Fulfillment and Tracking: 1 hour

Monitor the status of purchase orders to ensure timely processing and fulfillment by the vendor.

Track shipments to verify delivery dates and address any potential delays or issues.

Receipt and Quality Inspection: 1 hour

Receive the delivered Apple machines and conduct a thorough quality inspection to ensure they meet the specified requirements and are free from defects.

Document any discrepancies or damages and coordinate with the vendor for resolution if necessary.

Deployment and Client Handover: 8 hours

Coordinate with the client's IT department or designated personnel for the deployment of the Apple machines.

Provide necessary documentation, such as warranties and user manuals, to the client.

Conduct a final walkthrough with the client to ensure satisfaction and address any remaining concerns.

Timeline

The procurement process must be completed within first week of contract signing, including vendor selection, ordering, and delivery.

Vendor Responsibilities

The selected vendor is responsible for:

Procuring Apple computers meeting the specified requirements.

Ensuring timely delivery of the computers to the designated location(s).

Providing necessary documentation and warranty information.

Assisting with any technical support required during setup and installation.

Acceptance Criteria

The procured Apple computers will be considered acceptable if they meet all specified requirements outlined in this SOW and pass functional testing.

Phone Migration

Introduction:

This Statement of Work (SOW) outlines the scope, deliverables, and terms for the migration of Client's phone system from hard phones to Microsoft Teams. This project is aimed at enhancing communication efficiency and collaboration within Client's organization by leveraging the capabilities of Microsoft Teams as the primary communication platform.

Scope of Work

The scope of work for this project includes but is not limited to:

Assessment of current phone system infrastructure and compatibility with Microsoft Teams.

Development of a migration plan outlining the necessary steps, timeline, and resources required for a successful transition.

Configuration and setup of Microsoft Teams environment to support voice calling functionalities.

Migration of user accounts, phone numbers, and settings from existing hard phones to Microsoft Teams.

Implementation of necessary integrations and configurations to ensure seamless communication between Microsoft Teams and other relevant systems.

Testing of the new setup to ensure functionality and reliability.

User training and documentation to facilitate a smooth transition and maximize user adoption.

Post-migration support to address any issues or concerns and optimize the performance of the new phone system.

Project Plan & Estimates

Assessment & Planning: 5 hours

Evaluate current telephone infrastructure

Team interviews

Preparation of Infrastructure: 5 hours

Ensure new infrastructure fitment to needs/standards

Acquire licensing

Configure MS Teams for VOIP

Infrastructure Deployment: 10 hours

Assign phone numbers

Configure & test VOIP interface

Pilot Testing & Remediation: 32 hours

Choose users to test with

Create a test plan for users’ specified-cases

Testing Loop:

Conduct test plan & gather user feedback/areas of improvement

Remediate Issues

Employee training & Initial Support: 7 hours

Group Training

Individual Training

Deliverables

The following deliverables will be provided as part of this project:

Migration plan document outlining the detailed steps and timeline.

Configuration documentation for the Microsoft Teams environment.

User training materials and documentation.

Post-migration support documentation.

Regular progress reports and updates throughout the project duration.

Timeline

The project timeline will be as follows:

Initiation and Planning: 2 weeks

Implementation and Migration: 4 weeks

Testing and Training: 2 weeks

Post-migration Support: Ongoing support included in MSP contract.

Responsibilities

Client Responsibilities:

Provide necessary access to existing phone system infrastructure and relevant resources.

Collaborate with the MSP team to facilitate a smooth migration process.

Ensure availability of key stakeholders for training sessions and testing activities.

MSP Responsibilities:

Conduct assessment of current phone system infrastructure.

Develop and execute migration plan in collaboration with the Client.

Configure and set up Microsoft Teams environment for voice calling.

Migrate user accounts, phone numbers, and settings.

Provide user training and documentation.

Offer post-migration support and troubleshooting assistance.

Assumptions

The Client will provide all necessary access and permissions for the MSP team to complete the migration.

The existing network infrastructure meets the requirements for Microsoft Teams voice calling.

Users will actively participate in training sessions and adopt the new system.

⁠

MSP Onboarding

Rooted Software will onboard all employees, hardware, etc. to the newly established infrastructure, deploy remote monitoring services, ticket-logging & monitoring software, configure technical and business profiles, etc. necessary for the ongoing MSP support items.

2.2 Ongoing MSP Support SOW

Summary

This Statement of Work (SOW) outlines the scope of technical support services to be provided by Rooted Software to Sands Construction. The objective is to ensure uninterrupted functionality, security, and optimal performance of endpoints within the Sands Construction infrastructure.

Scope of Services

Rooted will establish 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 Sands Construction 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 the Sands Construction 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 the Sands Construction 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

Compliance as a Service

The objective of this engagement is to provide comprehensive compliance services to the Client, ensuring adherence to relevant regulations, standards, and best practices within the Client's industry. The Provider will assist the Client in identifying, implementing, and maintaining effective compliance measures to mitigate risks and achieve regulatory compliance.

Scope of Services

The scope of Compliance as a Service includes, but is not limited to, the following:

Conducting an initial assessment of the Client's current compliance status, including identifying regulatory requirements applicable to the Client's operations.

Developing a customized compliance framework tailored to the Client's specific industry, size, and geographical location.

Providing ongoing monitoring and assessment of regulatory changes and updates relevant to the Client's business.

Assisting the Client in implementing policies, procedures, and controls to address compliance requirements.

Conducting regular compliance audits and assessments to evaluate the effectiveness of the compliance program.

Providing guidance and support to the Client in addressing compliance issues and remediation efforts.

Offering training and education sessions to the Client's employees to enhance awareness and understanding of compliance obligations.

Providing access to compliance management tools, resources, and templates to facilitate compliance efforts.

Ensure client qualifies and remains compliant to receive needed Cyber Liability Insurance (to be provided by 3rd party Insurance broker directly to client, not via Rooted Software).

Deliverables

The following deliverables will be provided as part of the Compliance as a Service engagement:

Initial compliance assessment report outlining current compliance status and areas for improvement.

Customized compliance framework tailored to the Client's specific needs and requirements.

Regular compliance reports summarizing regulatory updates, assessments, and audit findings.

Documentation of policies, procedures, and controls implemented to address compliance requirements.

Records of compliance training sessions conducted for the Client's employees.

Recommendations and action plans for addressing compliance issues and implementing remediation measures.

One monthly hour-long meeting to review compliance concerns and improvements.

Two monthly hours of security-controls work.

Roles and Responsibilities

The Provider is responsible for delivering the compliance services outlined in this SOW according to industry best practices and standards.

The Client is responsible for providing necessary access to information, resources, and personnel required for the successful delivery of Compliance as a Service.

Both parties will collaborate closely throughout the engagement to ensure alignment with the Client's goals and objectives.

Confidentiality

Both parties agree to maintain the confidentiality of any proprietary or sensitive information shared during the course of the engagement.

Communication

Rooted will establish and maintain clear communication channels with Sands Construction, 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 Sands Construction Team to ensure our services are in line with the current and future technology direction of Sands Construction.

Technical training upon request

Regular reporting on service desk performance and trends

⁠

Responsibilities

Client (Sands Construction)

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

Provide necessary administrator access to Sands Construction Microsoft 365 Environment.

Complete onboarding documents to the best of Sands Construction ability

Rooted Software

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

⁠

Methods of accessing support

General hours of support: Monday-Friday, 6am-5pm MST

Ways to submit a ticket:

Call dispatch (785) 347-9300

Email:

support@rooted.software⁠

⁠

Complete our ticketing form.

⁠

2.3. Reporting

Included Reports

Rooted will provide regular reports to the Client, including but not limited to:

Service Desk performance metrics

First Contact Resolution (FCR) measures the percentage of customer issues or inquiries that are successfully resolved during the initial interaction with a support or service channel.

Resolution Time

Shows the duration it takes to fully address and resolve a particular issue or request, typically measured from the time the problem is reported or the request is initiated until the moment it is successfully resolved or completed.

Response Time

Shows the duration between the initiation of a request or query and the beginning of the system's or service provider's reply or action.

Ticket Volume

Shows the total number of service requests, inquiries, or issues raised and recorded.

Ticket Backlog

Shows the accumulation of unresolved service requests or issues that have not been addressed within the expected or desired time.

Service Level Agreement (SLA) Compliance

Shows the extent to which a service provider meets the predefined performance and service quality standards outlined in the SLA agreed upon with the customer.

Customer Satisfaction (CSAT)

Gauges the overall satisfaction of customers with a product, service, or interaction based on their responses to a satisfaction survey.

User Survey Results

Provides feedback and insights gathered from a survey conducted among users to assess their opinions, experiences, and satisfaction with a product, service, or experience.

Network health

Network Traffic Analysis Report.

Patch Management Report.

Recommendations for continuous improvement

⁠

Examples of Reports

In addition to on-demand access to our ticketing system customer dashboard (screenshot captured below), the following examples of reports would also be available to Sands Construction:

⁠

⁠

SLA Performance Report.pdf

693.6 kB

⁠

Open Tickets Summary.pdf

218.4 kB

⁠

Closed Ticket Performance..pdf

⁠

Anti Virus Report Example.pdf

⁠

2.4 Excluded Services

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

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

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

Travel Expenses (post implementation): Expenses incurred by the MSP for travel to the client's site or other locations may be 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 may be excluded.

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

User Training: Training of end-users on software or systems may be 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 may be excluded.

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

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

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

Telecom Services: Services related to telecommunication infrastructure and contracts may be excluded.

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

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

Vendor Management: Managing relationships with other technology vendors may be excluded.

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

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

Non-Standard Hours Support: Support outside of standard business hours may be excluded or billed separately.

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

⁠

3. Implementation Schedule

3.1 - Implementation Checklist

3.1 - Implementation Checklist

⁠

3.2 - Implementation Timeline

3.2 - Implementation Timeline

⁠

⁠

⁠

⁠

⁠

⁠

⁠

⁠

MSP Ongoing Support Items Provided

⁠

2020

Jan

Feb

Mar

Apr

May

Jun

Jul

Aug

Sep

Oct

Nov

Dec

2021

Jan

Feb

Mar

Apr

May

Jun

Jul

Aug

Sep

Oct

Nov

Dec

2022

Jan

Feb

Mar

Apr

May

Jun

Jul

Aug

Sep

Oct

Nov

Dec

2023

Jan

Feb

Mar

Apr

May

Jun

Jul

Aug

Sep

Oct

Nov

Dec

2024

Jan

Feb

Mar

Apr

May

Jun

Jul

Aug

Sep

Oct

Nov

Dec

2025

Jan

Feb

Mar

Apr

May

Jun

Jul

Aug

Sep

Oct

Nov

Dec

2026

Jan

Feb

Mar

Apr

May

Jun

Jul

Aug

Sep

Oct

Nov

Dec

2027

Jan

Feb

Mar

Apr

May

Jun

Jul

Aug

Sep

Oct

Nov

Dec

2028

Jan

Feb

Mar

Apr

May

Jun

Jul

Aug

Sep

Oct

Nov

Dec

⁠

⁠

⁠

⁠

⁠

⁠

⁠

⁠

Year

TodayFit

⁠

Note: Starting dates assume proposal signature by 4/1/2024

⁠

4. Fee Structure

⁠

@Danny Garrido⁠

list all recurring fees that we will incur in their architecture here.

Total One-Time Implementation Cost: Labor

Total One-Time Implementation Cost: Labor

Item

Unit Cost

Quantity

Total Cost

File Migration

$14,500.00

Email Migration

$12,500.00

Server Migration

$6,500.00

Network Replacement

$10,500.00

Phone System Migration

$4,500.00

Onboarding

$6,000.00

There are no rows in this table

$54,500.00

Sum

⁠

Total One-Time MSP Support Cost: Hardware

Total One-Time MSP Support Cost: Hardware

Item

Unit Cost

Quantity

Total Cost

Asset Management

$495.00

Network Hardware

$4,155.00

Computer Equipment

$4,901.00

$19,604.00

Teams Physical Phone

$150.00

$300.00

There are no rows in this table

$24,554.00

Sum

⁠

MSP Support: Recurring Monthly Charges

MSP Support: Recurring Monthly Charges

Item

Unit Cost

Quantity

Total Cost

Technical Support (per user)

$250.00

$1,000.00

S1 Complete Antivirus

$0.00

Ninja RMM and endpoint

$0.00

LastPass

$0.00

Asset Management Service

$0.00

Microsoft 365 Business Premium

- New Commerce Experience

$26.40

$422.40

Microsoft Teams Domestic Calling Plan

- New Commerce Experience

$19.00

$38.00

Compliance as a Service

$660.00

Acronis Backups

$850.00

Firewall Equipment & Security Licenses

$168.00

Azure VM Hosting and Backup (Legacy GIS)

$1,250.00

There are no rows in this table

$4,388.40

Sum

⁠

5. Contract Terms and Conditions

Contract Timeline

Rooted Software agrees to all terms, conditions, specifications and contents of this contract for 3 years from signature by both parties.

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.

Terms and Conditions

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

HERE⁠

⁠

6. References

Org Name

POC

Website

Bethel Lutheran

David Lund

dblund@bethellutheran.net

Springs Rescue Mission

Anissa Boyd

anissab@springsrescuemission.org

Arizona Private Education Scholarship Fund

Richard Doe

Richard@apesf.org

There are no rows in this table

⁠

7. Billing Terms

Due at Signing

Service Implementation

$79,054.00

First month of MSP Support

$4,388.40

There are no rows in this table

$83,442.40

Sum

⁠

Estimated Monthly Cost Starting April 1, 2024

$4,426.40

All invoices are NET 30

⁠

8. 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.