Cloud Core MSP Service Guide
Operational scope, support expectations, service boundaries, and package definitions for managed IT clients.
Service Guide Version: 2026-04-21
Service Guide Authority
This Service Guide defines the scope, delivery model, service boundaries, and operational expectations for Cloud Core MSP services. It is incorporated into and forms part of any agreement, quote, order form, statement of work, or other written approval that references it.
Service Guide
Defines the scope and delivery rules for selected services: what support includes, how tickets are prioritized, what is excluded, and what becomes billable.
Agreement
Covers payment, liability, data ownership, confidentiality, public records, disputes, and similar business terms.
Quote or Order Form
Shows the services, quantities, rates, term, minimum commitment, pass-through costs, and any client-specific exceptions.
The agreement governs legal and business terms. The quote, order form, or statement of work governs service selection, quantity, pricing, term-specific commitments, and client-specific exceptions. The Service Guide governs service scope, delivery rules, priorities, exclusions, and billable work for the selected services. Work outside the defined service scope is billable at standard rates unless otherwise agreed in writing.
Services Not Included (Billable Work)
The following services are not included in recurring managed services unless explicitly stated in writing and will be billed separately:
- Project work, migrations, and deployments
- Infrastructure or network redesign
- Server builds or major configuration changes
- On-site support or physical work
- Cabling, hardware repair, or installation
- After-hours work that is not a P1 emergency
- Third-party vendor project coordination
- Line-of-business application support or customization
- Cybersecurity incident response beyond initial containment
- Data recovery beyond standard restore operations
- Work on systems not covered under the current agreement
Work outside the defined service scope is billable at standard rates unless otherwise agreed in writing.
Service Packages
This page explains the service catalog, including the $40 Basic endpoint package, the $50 Complete endpoint package, and how to tell what is included for a client.
Endpoint BasicManaged Endpoint Basic + Unlimited Remote Support
Managed Endpoint Basic is the $40 per covered endpoint per month recurring endpoint package. It includes unlimited remote support during standard support hours for covered endpoint users, plus endpoint monitoring, patching, security telemetry, asset tracking, ticketing, and standard remote remediation. Endpoint backup protection is not included.
Endpoint CompleteManaged Endpoint Complete + Unlimited Remote Support
Managed Endpoint Complete is the $50 per covered endpoint per month primary endpoint package. It includes everything in Basic, plus endpoint backup monitoring, standard restore operations, EDR/XDR-style visibility, SIEM alert triage, and enhanced endpoint security monitoring.
Unlimited SupportUnlimited Remote Support
Unlimited remote support is designed for normal day-to-day support of covered users and covered systems. It keeps routine issues from becoming billable surprises while preserving clear boundaries for projects, major changes, physical work, after-hours non-emergencies, and unmanaged systems.
PrioritiesSupport Priorities and Service Targets
Priority levels help route work correctly. Response and resolution targets are operational targets, not guarantees. For serious incidents, the target may be containment, workaround, restoration effort, or vendor escalation rather than permanent correction.
Billable WorkOut-of-Scope and Billable Work
Recurring managed service packages include normal support and maintenance for covered systems. They do not include every technology task an organization may request. This page lists common work that requires a separate quote, SOW, project approval, or hourly authorization.
Security and RiskSecurity and Risk Management
Security is a shared responsibility. Cloud Core MSP can recommend, manage, monitor, and respond to agreed controls, but clients must approve changes, maintain access, avoid uncoordinated changes, and address material risks.
Backup and RestoreBackup Monitoring and Restore Operations
Backup services help reduce data-loss risk, but recoverability depends on system health, storage, connectivity, data condition, software behavior, and the restore point available at the time of request.
Microsoft CloudMicrosoft Cloud, Email, and Identity
Microsoft licensing is usually a separate line item from managed support. The license provides the Microsoft service. Managed administration, support, migrations, security hardening, and tenant redesign are included only where selected or explicitly approved in writing.
Hosted VoiceHosted Voice Services
Hosted voice services are built from a base platform, user seats, phone numbers, emergency address registrations, usage, and optional capacity or project items. Telecom services depend on carriers, internet connectivity, power, endpoint hardware, LAN condition, and client-provided information.
OnboardingOnboarding and Stabilization
Onboarding is the period where Cloud Core MSP gains access, validates inventory, deploys tools, documents the environment, identifies inherited risk, and stabilizes support. Some guarantees or service targets may be limited until critical access and risks are addressed.
OffboardingOffboarding and Transition
Offboarding is intended to protect client continuity while preserving security, accountability, and ownership boundaries. Cloud Core MSP will provide reasonable transition assistance, but transition work is billable unless a signed agreement says otherwise.
DefinitionsService Guide Definitions
These definitions reduce ambiguity. The Order Form may refine or override a definition for a specific client, service, or project.
Need a quote that matches this?
We line up the service guide, quote, and agreement so everyone knows exactly what is included.