Option 1 -Total Care

Support Services

  • Level I & II Remote Helpdesk
  • Level III Remote Helpdesk
  • Level I & II Onsite Support
  • Level III Onsite Support
  • Ticket creation
  • Reactive onsite and remote
    ticket resolution

Centralized Services

  • RMM Tool – Remote Monitoring and Management Tool
    • Provides 24/7 alerting of potential issues
    • Provides secure remote assistance access to devices helping remote IT assist
    • Provided centralized console for anti-virus monitoring
  • AVG Anti-Virus
    • Provides anti-virus, anti-spyware and anti-malware protection for workstations, laptops and servers
  • Web Content Filtering and Threat Blocking
    • Provides web content filtering for end users
    • Customized for groups of users
  • Email Hosting
    • Office 365
  • Active Directory
  • Group Policy
  • Firewall Software
  • Internal Threat Monitoring and Reporting
  • End User Awareness Training and Testing
  • SIEM (Security Information and Event Monitoring – Ethical Hacker)

Network Administrator

  • Technology Alignment Assessment – Initial and Ongoing
  • Technology Alignment Processing
  • Train end users on helpdesk usage
  • Regular meeting with Office or IT Manager
  • Handle minor reactive issues while onsite


  • Technology Alignment Reporting
  • Technology Replacement Schedule
  • Project Coordination
  • Issues & Escalation Contact
  • Technology Strategy
  • Translate the business impact into a long term plan
  • Prioritize areas of need and improvement
  • Budgeting & Planning

Professional Services

  • A project is designated as any request for installation of more than quantity (2) of anything. (2) new workstations, (2) tablets, (2) printers
    • This service is not included in the monthly TotalCare fees as it would be difficult to know how many projects may be warranted each year.
    • This service is billed at $110/hr.


Each client is entered into a software system and has the standards appropriate to them attached to their account in this software. The software allows our Network Administrators to answer questions based on our standards in a yes or no manner. If something is a no, it needs to be addressed by the vCIO with the client’s ownership or directors.

This can vary based on the size and complexity of the client’s technology. The standard delivery method would be to frontload the schedule with more days in an effort to help identify critical areas for remediation by the Support Services or Professional Services teams. The typical schedule would be one eight-hour day per month.

Like the vCIO this too can be adjusted to match the client’s size and complexity. This too can be frontloaded with extra time to assist with fast tracking standards. The typical schedule would be one eight-hour day per month.

End users would be trained to get a ticket submitted either by calling an 800 number, entering a ticket via the web portal or emailing the helpdesk.

All network critical devices would have 24/7 monitoring and remediation services performed on them.​

All technology projects would be under the direct supervision of the vCIO who is working with many companies in this same capacity expanding their business acumen.