Managed IT Services Proposal

Prospect Company Name

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Insert Date
 Exhibit A – Managed IT Services

The {YOURCOMPANY NAME} Managed IT Services program provides affordable proactive IT

management and support to growing businesses. Utilizing our unique framework for providing
managed IT services, {YOUR COMPANY NAME} provides a range of proactive services to keep your
computer systems up and running and your people and business productive.
Features
 Site Assessment and Inventory
 Proactive Service
 Management and Status Reporting
 Best Practice Driven
 Automated and Reliable

Benefits
 Reliability
 Security
 Consistency
 Productivity
 Cost Management and Control
 Performance
 Managed Expansion and Growth

Our goal is to serve as your technology partner with a focus on providing solutions. We use a
consultative approach to evaluate your business and technology needs and then advise on the best
solutions for your current and future needs. {YOUR COMPANY NAME} can save your organization
time and money through better use of appropriate technologies.

System Administration Based on Your Business Needs

Your annual Workstation Managed IT Service contract can be bundled with discretionary onsite
system administration hours that you can use whenever you need our engineers to perform tasks
on-site. You may also purchase additional on-site hours, at a special price, for such tasks as
break/fix occurrences, initial system deployment, and major OS upgrades. During the initial
implementation, our engineers will discuss all steps of the implementation with you prior to
beginning. They will then install the software necessary for remote administration, performing any
reconfiguration required to bring all administered systems to a known state for easier monitoring
and management. Configuration changes are documented and provided to you.

Service and Deliverables to Keep Your System Running Right

The Workstation Managed IT Services program provides the critical tasks to keep your system up
and running. Tasks conducted by our Managed Services engineers to enable workstation managed
IT services include:
 Site Assessment
- Review system infrastructure and network security policies
 Network Consistency
- Bring infrastructure and systems to a known state; install applications, patches, or updates required
 Site Database
- Inventory database containing your system hardware and software
 Review Managed Service Activities
- Service and support procedures, discretionary on-site time, and the parameters of the service
On-going Managed Services include:
 User Account Management
 Security Patch Management
 Software License Reporting
 Client Network Configuration Management
 24x7 Workstation Monitoring
 Disk Space, Partition and Usage Management
 Software Deployment
 End User Remote Control
 Management Reporting
 System Inventory Reporting

On-Site System Administration Service

Most tasks Comprehensive System Administration Services

Features
 On-site break/fix maintenance of MAC and Windows OS-based workstations and attached peripherals
 Knowledge transfer to in-house administrators and end users
 Optional on-site hardware maintenance

Benefits
 Increase efficiency: respond faster to problems and meet required service levels
 Increase effectiveness: only used when needed
 Realize value: reduce your cost of ownership

Comprehensive Services
Your on-site engineer can perform any of these tasks:
 Setup and deployment of new systems
 Assist with the allocation of system resources
 Assist in hardware failure determination and resolution
 Assist in hardware maintenance as required; diagnosis and repair of defective hardware by replacing
parts; and installation of hardware upgrades and new systems

Third-Party Software Support Coordination

As an added service, {YOUR COMPANY NAME} will provide support coordination for the {Applications}.

Features
 One number to call for issues with {Applications and Vendors} systems
 Provide a technical liaison to {Vendors}
 Track issues through resolution
 Provide matrix and analysis of issues

Benefits
 One point of contact - easy to remember and hand off for all aspects of the issue
 Consistent communication – helps to expedite a resolution
 Increased efficiency – users do not have to wait on-line with {Vendor} representatives to resolve issues

{YOUR COMPANY NAME} will provide software support coordination for {Applications} related issues. Your
account manager will field requests or trouble calls, log the request with {Vendors} and track the issue
through resolution.
 Exhibit B – Fee Schedule for Workstation Managed Services 1

{YOUR COMPANY NAME} will provide Client with the IT Managed Services as defined in Exhibit A.

{YOUR COMPANY NAME} will provide Client with X hours of On-Site System Administration Services
per month, as defined in Exhibit A. Should Client receive On-Site services that exceed the monthly
time allotment, {YOUR COMPANY NAME} will provide an accounting at the end of each month with
an invoice for the outstanding balance, if any, calculated at the discounted rate of $X per hour.

As part of this Agreement {YOUR COMPANY NAME} will provide a dedicated technical account
manager whose responsibility will be to work with Client management to determine an appropriate
technology strategy2 for Client and to meet with Client management on service level acceptability,
current issues and to plan proactive work on an agreed upon periodic basis. {YOUR COMPANY
NAME} will keep an accounting of service and provide Client with a periodic report.

Upgrading or replacing hardware or software normally requires on-site service. Fees do not include
the cost of new or replacement hardware, software, cabling or other equipment that may be
required to perform services under this agreement. Client will be quoted a price for new or
replacement equipment prior to installation, and will sign a work order therefore and be billed
separately.

Additional Services:
{YOUR COMPANY NAME} shall, in addition to the standard services identified above, provide Third
Party Software Support Coordination as defined in Exhibit A.
_____________________________________________________________________________________
For a monthly fee of: $X
Annual Commitment: $X
Billing Cycle: Monthly $X
Subtotal of charges payable upon signing: $X
One time Installation Fee: $X
(Includes…….)
_____________________________________________________________________________________
TOTAL DUE UPON SIGNING: $X

Terms
Beginning on the Effective Date of this agreement, Client will be billed according to the above-stated payment schedule,
in advance for applicable fees. Monthly service overage charges and hardware/software costs, if any, shall be billed
monthly. Any amount due to {YOUR COMPANY NAME} under this Agreement shall be payable in full upon receipt of an
invoice therefore, without withholding, deduction or offset of any amounts for any purpose. Any amount not paid within X
(X) days of the date of each invoice shall be subject to an interest charge equal to the lesser of X% monthly or the
maximum interest charge permissible under applicable law, payable on demand. Any charges not disputed by Client in
good faith within X (X) days of the receipt of an invoice therefore will be deemed approved and accepted by Client.

1. This fee is based on an inventory of {X Equipment at X Locations}.

2. The core strategic items are capital expenditure planning, staffing, and technology expense items. That
technology means computers, networks, phones, ISP, Line Carrier, and any infrastructure related items.