Appendix C — Agreement Inclusion List
All services below are included in your Connected Platforms managed IT agreement.
| Description | Frequency | Included |
|---|---|---|
| ➡ Consulting & Account Management | ||
| Strategic Business Review (SBR) | Every 3–6 Months | YES |
| Dedicated Account Manager | Ongoing | YES |
| vCIO — Strategic IT and AI Planning | Ongoing | YES |
| End-User Microsoft 365 Training Program | 24x7x365 Via Portal | YES |
| Staff Onboarding (new user setup, device provisioning, access configuration) | As Needed | YES |
| Staff Offboarding (account deactivation, data archive, access removal) | As Needed | YES |
| Operational service delivery meetings (team lead level — service performance, issues and improvements) | As Needed | YES |
| Pre-project scoping and planning discussions (defining the problem, requirements and proposed scope) | As Needed | YES |
| Ad hoc calls on material IT and AI decisions | As Needed | YES |
| ➡ Security Operations | ||
| Security Operations Centre (SOC) — 24x7x365 monitoring for email compromise, ransomware and unauthorised access | 24x7x365 | YES |
| Monitor Security and Event Logs | 24x7x365 | YES |
| Monitor Anti-Virus Running & Protection Enabled | 24x7x365 | YES |
| Monitor Anti-Virus Definitions + Updating Correctly | 24x7x365 | YES |
| Monitor Anti-Malware Running & Protection Enabled | 24x7x365 | YES |
| Monitor Anti-Malware Definitions Updating Correctly | 24x7x365 | YES |
| Roll out our Best Practice Security Policies | On-Going | YES |
| Firewall Security Audit and Adjustment | Monthly | YES |
| Troubleshoot Anti-Virus Not Working | As Needed | YES |
| ➡ Desktop, Laptops and Servers | ||
| Setup New Profiles on Desktops and Laptops | As Needed | YES |
| Add / Edit / Delete User Accounts | As Needed | YES |
| Forgotten Password Resets | As Needed | YES |
| Archive Old User Accounts (Backup Email & Files) | As Needed | YES |
| Setup & Maintain Security Groups | As Needed | YES |
| Setup & Maintain Network Drives | As Needed | YES |
| Restore Files from Backups (1) | As Needed | YES |
| Troubleshoot Operating System Not Working | As Needed | YES |
| Troubleshoot Microsoft Office Not Working | As Needed | YES |
| Reboot Servers | As Needed | YES |
| Troubleshoot Hardware Issues (3) | As Needed | YES |
| Hard Drive Clean-up (Remove Temp & Unnecessary Files) | As Needed | YES |
| Warranty Claim Processing (3) | As Needed | YES |
| Microsoft Patch Management (Service Packs & Updates) | Daily | YES |
| Update Approved 3rd Party Applications (Adobe Reader, PDF Creator, Java, 7-Zip) | Daily | YES |
| Monitor all Critical Server and Computer Services and Fix | 24x7x365 | YES |
| Monitor Hard Disk Health + Space & Defrag if Necessary | 24x7x365 | YES |
| Monitor High CPU Usage | 24x7x365 | YES |
| ➡ Backups and Disaster Recovery | ||
| Monitor Server and Computer Backups (1) | 24x7x365 | YES |
| Troubleshoot Server and Computer Backup Failures (1) | As Needed | YES |
| Monitor Microsoft 365 Backups (1) | 24x7x365 | YES |
| Troubleshoot Microsoft 365 Backup Failures (1) | As Needed | YES |
| ➡ Printers | ||
| Clear & Reset Printer Queues | As Needed | YES |
| Troubleshoot Printer Issues | As Needed | YES |
| Add / Edit / Delete Printer Mapping Group Policies | As Needed | YES |
| Add / Edit / Delete Printer Drivers for Existing Printers | As Needed | YES |
| Troubleshoot Printer Hardware Issues (3) | As Needed | YES |
| Warranty Claim Processing (3) | As Needed | YES |
| ➡ Network | ||
| Troubleshoot Internet Service Provider Issues & Outages | As Needed | YES |
| Troubleshoot Network Switch Issues | As Needed | YES |
| Troubleshoot Wi-Fi Access Point Issues | As Needed | YES |
| Update Wi-Fi SSID / Keys | As Needed | YES |
| Troubleshoot Router Issues | As Needed | YES |
| Troubleshoot Firewall Issues | As Needed | YES |
| Monitor Network Switches Operations & Availability | 24x7x365 | YES |
| Monitor Wi-Fi Access Points Operations & Availability | 24x7x365 | YES |
| Monitor Router Operations & Availability | 24x7x365 | YES |
| Monitor Firewall Operations & Availability | 24x7x365 | YES |
| Warranty Claim Processing (3) | As Needed | YES |
| ➡ Domain Names | ||
| Add / Edit / Delete MX Records | As Needed | YES |
| Add / Edit / Delete TXT Records | As Needed | YES |
| Add / Edit / Delete PTR Records | As Needed | YES |
| Add / Edit / Delete CNAME Records | As Needed | YES |
| Add / Edit / Delete A Records | As Needed | YES |
| ➡ Mobile Phones & Tablets | ||
| Configure Outlook or Mail App (2) | As Needed | YES |
| Configure Microsoft Teams App (2) | As Needed | YES |
| Configure OneDrive for Business App (2) | As Needed | YES |
| ➡ Microsoft 365 | ||
| Add / Edit / Delete User Accounts | As Needed | YES |
| Add / Edit / Delete User and Security Groups | As Needed | YES |
| Add / Edit / Delete Shared Mailboxes | As Needed | YES |
| Add / Edit / Delete Distribution Groups | As Needed | YES |
| Forgotten Password Resets | As Needed | YES |
| Archive Old User Accounts (Backup Email & OneDrive) | As Needed | YES |
| Restore Files from Backups (1) | As Needed | YES |
| Install & Connect OneDrive Desktop Client (2) | As Needed | YES |
| Install & Connect Microsoft Teams Desktop Client (2) | As Needed | YES |
(1) Subject to backup solution being in place and managed by Connected Platforms.
(2) Subject to device being compatible and supported.
(3) Hardware warranty claims and troubleshooting subject to manufacturer warranty terms.
What requires separate approval (not included in the recurring fee)
The following may be separately chargeable. We will explain the scope and obtain your approval before starting:
• Project implementation and substantial remediation
• Custom software, automation, integrations or development
• Formal cybersecurity audits, compliance assessments or certification work
• Hardware, third-party professional services, licences and subscriptions
• Azure and other cloud usage or consumption charges
• Travel outside included service locations
• Planned or non-emergency work outside agreed support hours (e.g. weekend office moves, after-hours installations)
📞 After-hours emergency support
Unplanned emergency support outside business hours is included in your agreement for genuine Critical priority situations only (such as a complete server outage or total loss of connectivity). Call us directly for emergencies — do not email.
This schedule forms part of the Connected Platforms Managed Service Agreement. See also: Appendix A · Appendix C · Appendix D · Recommended Technology Platform