Scope of Work (SoW): Endpoint Software Management and Support
1. Objective
To provide comprehensive managed IT services ensuring availability, security, compliance,
and support for software assets across the client's environment, including Office
productivity tools, Windows operating systems, and antivirus solutions. This includes
leveraging Action1's platform for remote support, patch management, and policy
enforcement.
2. Software Inventory Covered
2.1 Microsoft Office Suite (Total: 40 licenses)
Microsoft Office 2016 x64 – 10
Microsoft Office 365 Business x64 – 1
Microsoft Office 365 Home Premium x64 – 25
Microsoft Office 365 ProPlus x64 – 1
Microsoft Office OneNote Free 2016 x64 – 2
Unclassified/N/A – 1
2.2 Operating Systems (Total: 40 devices)
Windows 10 Home x64 – 1
Windows 10 Pro x64 – 31
Windows 11 Home x64 – 4
Windows 11 Home Single Language x64 – 1
Windows 11 Pro x64 – 2
Windows Server 2016 Standard x64 – 1
2.3 Antivirus Software (Total: 45 endpoints)
McAfee – 2
Webroot SecureAnywhere – 38
Windows Defender – 5
3. Services Included
3.1 Software Asset Management
Maintain comprehensive software inventory records with Action1's real-time asset
inventory management.
Ensure proper license tracking and compliance.
Identify and flag unsupported or unlicensed software.
Recommend software standardization and necessary upgrades.
3.2 Office Suite Support
Troubleshoot installation and performance issues.
Configure user preferences and profiles.
Support Office 365 login, synchronization, OneDrive, and license renewals.
3.3 Windows OS Support
Schedule and manage OS patching and updates via Action1's centralized cloud
dashboard.
Perform performance tuning and troubleshooting.
Plan and execute OS upgrades (e.g., Windows 10 to 11).
Conduct driver and system compatibility checks.
3.4 Antivirus Support
Regularly update antivirus definitions and perform compliance checks.
Monitor antivirus status through Action1's reporting features.
Coordinate threat remediation and response.
Develop a replacement plan for outdated antivirus solutions.
3.5 Remote Support (via Action1)
Provide secure remote assistance to users through web-based sessions without the
need for VPNs or additional software.
Offer both attended and unattended access with configurable user consent.
Access user desktops, control mouse and keyboard, handle UAC prompts, and utilize
shared clipboard functionalities.
Execute remote maintenance tasks, including software installations and system reboots.
3.6 Patch Management (via Action1)
Automate detection and deployment of patches for Windows OS and third-party
applications.
Schedule patch deployments during off-peak hours to minimize disruptions.
Utilize pre-deployment testing environments to ensure patch stability.
Implement quick rollback capabilities in case of patch issues.
Receive real-time alerts and comprehensive compliance reports.
3.7 Policy Management (via Action1)
Define and enforce IT policies across all endpoints.
Automate script executions for tasks like disabling USB ports or enforcing password
policies.
Monitor and ensure compliance with organizational IT standards.
Leverage Action1's flexible policy configuration to tailor settings per organizational
needs.
4. Exclusions
Support for third-party or legacy non-Microsoft applications unless specified.
User training or productivity consultation outside break-fix scope.
On-site support unless specifically requested.
5. Assumptions
Remote access will be provided for endpoint support.
Licenses are owned and validly purchased by the client.
Antivirus policies will be centrally managed where possible (e.g., Webroot Console).
Action1 agent will be deployed on all managed endpoints.
6. Optional Recommendations
Migrate all Office Home Premium licenses to Business Standard or ProPlus for
uniformity.
Consolidate antivirus solutions to streamline monitoring and reduce costs.
Implement automated patch management for all endpoints to enhance security posture.
Regularly review and update IT policies to align with evolving organizational needs.
7.Resource Estimate for 9x5 Managed Services:
Role Responsibilities FTE Needed Notes
Handles tickets, basic
Remote Support Respond to user requests, remote
1.0 break-fix, Action1
Technician (Tier 1/2) troubleshooting, Office/OS/AV issues
console ops
Manage patch cycles, reports, Weekly patch windows,
Patch & Compliance
antivirus compliance, policy checks 0.5 monthly compliance
Administrator
via Action1 reports
Backup L2 Engineer Advanced troubleshooting, upgrade 0.25 (on- Escalation point, not
(Shared or On-Call) planning, threat remediation demand) needed full-time
