Managed Support Agreement




  • Scheduled On-Site Support and Maintenance:
    • Structured Service Delivery
    • All Service performed to industry accepted standards and practices
    • Health and Wellness Checks
    • Proactive Maintenance
    • Hardware Inventory
  • Remote Support Desk
    • Support requests to BCT Support Desk M-F (8:00 AM to 5:00 PM PST)
    • Microsoft Windows
    • Microsoft Office
    • Internet Browsers (IE, Firefox, Chrome)
    • Mobile Devices (Android, iOS and Windows)
    • Network Connectivity
    • Third Party Software – requires active support contract
    • “How-to” Microsoft, Adobe and other common business productivity software products.
  • Maintenance & Monitoring – Server
    • Monthly Status Reporting including prepared executive summaries
    • Service Availability Monitoring and Automated Support Ticket Creation
    • Event Log Monitoring and consolidation
    • Drive Capacity and Health Monitoring
    • Log File Maintenance and Review
    • Exchange Maintenance & Administration
    • Monitor Attached Network Devices
  • Security/Update – Server
    • Microsoft Patches and Updates. Verify that high-risk vulnerabilities are patched in a timely manner.
      • OS Security Patches
      • OS Critical Patches
    • Anti-virus – Definition File Updates
    • Anti-virus Software Management
    • Security Administration
    • Infrastructure Security and Risk Assessments specific to Server Infrastructure performed as required.
    • Malware Infection – Removal or system restoration from data backup.
    • Virus Infection – Removal or system restoration from data backup.
    • Remote Support
  • Security/Update – Workstation
    • Microsoft Patch Management OS Security Patches
      • OS Critical Patches, Other Updates OS Service Packs, Office Service Packs
    • Anti-virus Software Management & Upgrades
    • Third Party Software Patching
    • Windows Office Version Upgrade (On supported hardware)
    • File Sharing Administration
    • User Administration
  • Maintenance & Monitoring – Workstation
    • CPU, Memory and Drive Space Monitoring and reporting
    • Networking Equipment
    • Router/Firewall, switch firmware, check router logs
    • Performance Monitoring/capacity planning
    • Install supported firmware/software updates on network equipment
    • Basic corrections for user errors (deleted files, corrupt files)
    • Create new directories, share and security groups, new accounts, disable/delete old accts., and manage account policies.
    • Set up new users, including login restrictions, passwords, security, and vendor supported applications
    • Web content filtering*
    • Email SPAM protection*
    • Multiple login attempts, password changes, intrusion detection¹
      • ¹(If supported and licensed by current network devices)
  • Outsourced Virtual CIO Services
    • As a valued client, we provide either annual or quarterly CIO meetings, which are either pre-scheduled or on-demand for specific upcoming projects. The goal of the Virtual CIO Service is to ensure your organization has the most up-to-date information needed to assist with the growth, expansion and cost-effective maintenance of your technology needs, including:
      • Defining the life of your existing IT infrastructure and creating a succession plan.
      • Formulating an IT budget to ensure your network infrastructure meets all your needs.
      • Allowing room for expanded capacities as your business grows.
      • Ensuring your operations are efficient.
Service RatesRate
Remote PC Management/Support Desk – 8am to 5pm, M-FIncluded
Remote Network Management – 8am to 5pm, M-FIncluded
Remote Server Management – 8am to 5pm, M-FIncluded
24x7x365 Network, Server and Application Monitoring Includes immediate notification to BCT NOC (Network Operations Center)IncludedIncluded
Standard Billable Rate – 8am to 5pm, M-F$140/hr
Extended – Standard Billable Rate x 1.5 (1hr. minimum)$210/hr
Monday through Friday, 5:01pm – 7:59am
Weekend – Contract Rate x 2 (2hr. minimum)$280/hr
Saturdays, Sundays and National Holidays
Excluded Services
All hardware purchases will be billed separately from this agreementExcluded
Technical project work or work that falls outside the day to day supportExcluded
Software / website programming workExcluded
Network drops and cabling workExcluded
Printer, copier and multi-function hardware repairExcluded
Phone system, phone replacement or maintenanceExcluded
Specialty software support (ERP/Accounting Systems, CRM, CAD Applications, etc.) BCT will assist with troubleshooting the application, but not offer resolution for any 3rd party specialty application softwareExcluded
Any unreasonable service request that falls outside the primary offerings of Service ProviderExcluded
Call Us Today!