About This Document

This document describes the services included in ACS’s Managed Services packages (Basic and Pro), the optional Per-User Services Bundle, and the Add-On Services available for custom-quoted engagement. It is incorporated by reference into each Client’s Statement of Work (SOW) and is subordinate to both the SOW and the Master Services Agreement (MSA) published at acsapp.com/msa.

The services identified in a given SOW’s Service Selection section are the services delivered under that SOW. Nothing in this document guarantees any service to any Client independent of the Client’s executed SOW. Labor included in Managed Services versus labor billed at Time & Materials is defined by the Client’s SOW.

Services are delivered remotely except where an onsite visit is specifically called for. All service hours are expressed in the Client’s local time zone unless otherwise stated.

Package Overview

ACS offers two per-device Managed Services packages and one per-user add-on bundle. Package selection and applicable pricing are set forth in each Client’s SOW.

Support

Basic Package

Basic is a per-device managed services package providing essential proactive IT management. It includes monitoring, maintenance, endpoint protection, and business-hours remote and onsite support for managed devices, users, and sites.

4.2 Network & Site Management

• Proactive Network Monitoring.
  Insight into network traffic flows with monitoring and alerting to diagnose slow-downs or infrastructure interruptions.
• Network Management & Support.
  Management, troubleshooting, and support for office infrastructure, with best-effort handling of end-of-life hardware or vendor coordination when necessary.
• IT Documentation Portal (MyGlue).
  Secure, shared access to critical IT documentation — passwords, configurations, SOPs, guides, and instructions.
• Licensing & Asset Management.
  Device inventory tracking and software license tracking where supported.

4.3 User Management

• User Management & Troubleshooting.
  Expert troubleshooting for user-related challenges including access permissions and group membership configurations.
• Centralized Password Management.
  Password manager storing credentials in one encrypted location.
• Multi-Factor Authentication (MFA) Support.
  Configuration and support of additional security verification steps.
• M365 License Management.
  Procurement and maintenance of M365 licenses, with support and troubleshooting for managed accounts (excludes development services).

4.5 Proactive Account Management

• Cybersecurity & Tech Tips.
  Weekly educational cybersecurity and technology tips distributed to all users.
• Self-Service Client Portal.
  Tools to pull reports, examine tickets, and access custom ticket templates.
• ACS Monthly Newsletter.
  Monthly newsletter covering technology news and ACS updates.
• Streamlined Payment Portal.
  Secure platform accepting credit card and ACH payments.
• Ongoing Quality Assurance Communication.
  Your dedicated Account Manager reaches out monthly for check-ins and relationship maintenance.
• Onboarding/Offboarding Tooling.
  Self-service forms for employee and device onboarding and offboarding, with hands-on assistance from our team.

Pro Package

Pro includes everything in Basic, plus the additional services below. Pro is designed for Clients who want complete managed IT with strategic account management, 24/7 security operations, and contractual service guarantees.

5.2 Security Operations

• Managed Detection & Response (MDR) / SOC.
  A dedicated team of cybersecurity experts actively monitors and remediates threats, analyzing behavioral data from PCs and servers to detect suspicious activity. Threat hunters work proactively to identify signs of compromise.
• Cyber Attack Remediation — Priority Response.
  ACS reacts to cyber attacks with priority coverage. Remediation work is billed at Time & Materials per the Client’s SOW; priority access is the Pro-tier benefit.
• Dark Web Credential Monitoring.
  Monitoring of the dark web for compromised credentials tied to the Client organization, with alerts and automatic ticket creation.
• Web Gateway & Content Filtering Security.
  Web content filters built and maintained based on client-defined website categories.
  * Firewall required.
• Managed Computer & Server Encryption.
  ACS oversees drive encryption on managed devices that support encryption.

5.3 Advanced Computer & Server Management

• Support & Fix Computer Issues — Advanced Troubleshooting.
  Remote break/fix troubleshooting beyond basic remote support, with ACS acting as technical liaison for unsupported hardware or software. No onsite hardware troubleshooting; ACS can facilitate vendor-warranty onsite visits.
• Azure / InTune Environment & License Support.
  Performance and security optimizations for Azure and InTune environments, with license management under client guidance.
  * Requires appropriate Microsoft licensing, MDM, and client-defined parameters.
• Managed M365 Access & Security.
  Advanced policy creation ensuring that only approved users and devices can access Client M365 infrastructure.
  * Requires appropriate Microsoft licensing, MDM, and client-defined parameters.
• Managed Software Automation.
  Automatic software deployments to managed devices, with efficient updates and installations.
  * Unmanaged software deployment at scale is available at additional cost.
• Tailored Alert Configuration.
  Custom alerts for services and applications based on Client request.
• Computer Provisioning Service.
  ACS configures managed computers to match Client-approved specifications for new hires, ensuring compliance with ACS baseline requirements (hardware, CPU, RAM, storage, OS).
  * Labor only; hardware and software costs additional.
• New Software Installation Service.
  Installation and troubleshooting for managed software, with best-effort support for unmanaged applications.
  * Labor only; installations must meet project scope criteria: under 2 hours, fewer than 5 steps, limited to 5 users/devices. Installations exceeding these criteria become Projects (see SOW).

Add-On Services

Available to Basic and Pro Clients as separately priced options. Unless otherwise noted, each Add-On is custom quoted based on Client environment and requirements and documented in the Client’s SOW or a signed Change Order.

7.2 Backup & Disaster Recovery

• Backup & Disaster Recovery (BCDR) Appliance.
  BCDR appliances delivered to Client office locations, supporting bare-metal server backups and continuous file- and folder-level backup processes for managed servers. Custom quoted.
• Image-Based / Bare-Metal Server Backup.
  Full-image server backup for entire-machine recovery. Custom quoted.
• Computer File Backup Service.
  Endpoint file backup for PCs. Custom quoted.
• Additional Computer Backup Storage.
  Available in 50GB increments. Custom quoted.
• Additional Server Storage Beyond 1TB.
  For Clients whose server backup needs exceed the 1TB pooled allocation included in Basic/Pro. Custom quoted.

7.5 Compliance, Risk & Governance

• ACS Vulnerability Management — GRC Center.
  Custom governance, risk, and compliance portal to plan, track, and document compliance to standards such as PCI DSS, HIPAA, NIST CSF, SOC, Cyber Insurance, GDPR, CIS v8, FTC Safeguards, and NYDFS. One standard per purchased compliance agreement. Includes written policies, POAM, network diagrams, audit log creation and review, monthly compliance reports, vendor compliance management, disaster-recovery plans and testing, data-flow chart mapping, and network/security assessment reporting. Custom quoted.
• vCISO Services.
  Virtual CISO engagement. ACS can be listed as Client’s certified and qualified CISO. Custom quoted. Services include:
  • Up to 4 executive leadership meetings per year
  • Up to 2 board member meetings per year (if applicable)
  • Strategic and business continuity updates, ROI and security budget planning
  • Review and reporting of vulnerability assessments and security posture
  • Inventory and data-asset analysis
  • Threat intelligence reporting
  • Security deliverable tracking aligned to Client’s System Security Plan

• Written Information Security Plan (WISP).
  Curated information security plan based on Client business needs. Custom quoted.
  * Requires client involvement and end-user interviews.
• Internal & External Vulnerability Scanning.
  Scheduled scanning of Client environment as required. Custom quoted.
• Penetration Testing.
  Simulated penetration tests against Client’s managed digital environment as required. Custom quoted.
• Security Vendor Management.
  Managing security vendor relationships and validating vendor adherence to Client security and compliance standards. Custom quoted.

7.6 Additional Labor

• Dedicated Onsite Resource.
  A dedicated ACS resource onsite at Client premises. Purchased in 4-hour increments. Custom quoted.

Scope, Exclusions & General Terms

Scope Boundary

Managed Services cover only the devices, users, servers, sites, and services expressly identified as in-scope on the Client’s SOW and managed in the ACS RMM. Anything not specifically identified as included is excluded.

Projects Not Included

Project work is excluded from all Managed Services packages. A “Project” is defined in each Client’s SOW (typically any request exceeding 4 hours of ACS labor, affecting more than 4 users, or expected to take more than 4 calendar days). Projects require a signed Change Order and are billed at Time & Materials rates.

Excluded Services

• Printer, copier, and scanner hardware repair, mechanical issues, and vendor coordination
• Physical hardware repair (drives, screens, motherboards, other mechanical failures)
• Work performed on unmanaged or client-controlled networks (development, staging, sandbox, vendor networks, etc.) — billed at Time & Materials
• Onsite support for legacy network equipment outside ACS’s standard recommended set (Fortinet FortiGate, Ubiquiti APs and switches) — billed at Time & Materials
• Security remediation work arising from actual or suspected incidents — billed at Time & Materials per SOW
• Regulatory compliance — services may support compliance efforts but do not, alone, bring Client into compliance with any regulation
• Discovery, audit, or subpoena responses related to lawsuits, compliance regulations, or third-party audits — labor billable

Service Prerequisites

Certain services require Client to maintain appropriate Microsoft licensing, MDM, or other prerequisites, as noted in the asterisk footnotes throughout this document. Services requiring prerequisites are not delivered until prerequisites are in place; delay to deliver such services is not a breach.

Co-Managed Engagements

Co-managed packages may vary from the standard services outlined in this document. See the applicable SOW or speak with your Account Manager for scope details.

Labor Billing

Labor for Managed Services is defined in each Client’s SOW. Whether specific labor is included in the monthly fee or billed at Time & Materials rates is governed by the SOW. In the event of conflict between this document and the Client’s SOW, the SOW prevails.

Relationship to MSA and SOW

This document describes service offerings only. It does not create contractual obligations independent of the MSA and SOW. The MSA and each Client’s SOW govern the legal relationship; in any conflict, the MSA governs legal terms, the SOW prevails on commercial terms, and this document is informational only.

Change Log