Service Guide
Review service packages, remote support, priorities, security, backup, Microsoft cloud, hosted voice, onboarding, offboarding, and shared definitions.
Service Guide Version: 2026-07-11
Understand Services and Operating Expectations
Your signed proposal or Order Form and governing agreement define the services you purchase. This public guide explains standard service options and how support is delivered.
Browse the Guide
Service Packages
Managed Endpoint Basic and Complete establish support for covered users and endpoints. Server, network, cloud, voice, and licensing services can then be added to match the environment.
Endpoint BasicManaged Endpoint Basic + Unlimited Remote Support
Managed Endpoint Basic combines unlimited remote support during standard support hours with monitoring, patching, security telemetry, asset tracking, ticketing, and standard remote remediation for covered endpoints. Endpoint backup protection is not included.
Endpoint CompleteManaged Endpoint Complete + Unlimited Remote Support
Managed Endpoint Complete includes everything in Basic, plus endpoint backup monitoring, standard restores from available healthy restore points, EDR/XDR visibility, SIEM alert triage, and enhanced endpoint security monitoring for covered endpoints.
Unlimited SupportUnlimited Remote Support
Unlimited refers to the volume of eligible routine remote support requests, not to every technology task. Covered users can request help with covered devices and systems during standard support hours without per-ticket labor charges.
PrioritiesSupport Priorities and Service Targets
Priority reflects operational impact, the number and importance of affected users and systems, security concerns, and available workarounds. Response and progress objectives guide service delivery but do not guarantee resolution within a specific time.
Billable WorkOut-of-Scope and Billable Work
Recurring services cover the responsibilities defined for covered users and systems. Work outside those responsibilities may require separate pricing, authorization, and scheduling before it begins.
Security and RiskSecurity and Risk Management
Cloud Core MSP can provide selected identity, endpoint, email, monitoring, vulnerability, awareness, documentation, backup, and incident-coordination capabilities. Effective security also depends on supported systems, current access, client decisions, and coordinated changes.
Backup and RestoreBackup Monitoring and Restore Operations
Backup services can monitor configured protection, support individual restore requests, and validate agreed recovery paths when testing is purchased. Major recovery and disaster work require separate planning and approval.
Microsoft CloudMicrosoft Cloud, Email, and Identity
Microsoft licenses provide access to Microsoft services. Cloud Core MSP can supply licenses and provide recurring administration for the Microsoft 365, identity, security, and Azure responsibilities purchased for the organization.
Hosted VoiceHosted Voice Services
Hosted voice service can combine a managed phone platform, user seats, phone numbers, E911 registrations, call routing, supported devices, mobile applications, recording, reporting, usage, and optional capacity based on the services purchased.
OnboardingOnboarding and Stabilization
Onboarding confirms the purchased services, establishes access and contacts, documents the environment, deploys selected tools, identifies material issues, and prepares staff and systems for recurring support.
OffboardingOffboarding and Transition
Offboarding confirms authority and timing, identifies receiving contacts, prepares available client-owned records, coordinates access and vendors, removes Cloud Core MSP tools and permissions, and documents completion and remaining dependencies.
DefinitionsService Guide Definitions
These definitions explain how terms are used in the public Service Guide. If a signed agreement defines a term differently for a client, the signed agreement applies for that client.
Discuss the support your organization needs.
A 15-minute call will clarify your priorities, current responsibilities, and the appropriate next step.