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.
What Basic provides
Basic gives covered users one support path for normal workstation, access, application, and productivity issues. It also provides the recurring monitoring and maintenance needed to keep covered endpoints visible, patched, documented, and supportable.
Who Basic fits
Basic fits organizations whose primary recurring needs are user support, endpoint monitoring, patching, asset visibility, and routine maintenance, and that do not need endpoint backup monitoring in the endpoint package.
It is commonly suited to covered office workstations that can remain on supported operating systems, use the required management tools, and be maintained in a reasonably standardized configuration.
Included support and endpoint operations
- Unlimited remote support for covered endpoint users during standard support hours.
- Remote troubleshooting for normal workstation, access, application, and user productivity issues.
- Endpoint monitoring and remote management for covered devices.
- Patch management workflow for supported operating systems and common supported applications.
- Endpoint security telemetry review and standard alert triage.
- Asset tracking, ticket history, and recurring endpoint documentation.
- Standard remote remediation for routine endpoint issues.
- Basic coordination with Microsoft 365 or identity administration when those services are in scope for the client.
Service boundary
Unlimited remote support covers normal day-to-day remote assistance for covered users and endpoints without per-ticket labor charges. Basic does not automatically extend to other systems, planned changes, physical work, or major incident and recovery services.
- Endpoint backup protection, backup monitoring, restore operations, and backup-related recovery require Managed Endpoint Complete or another purchased backup service.
- Server, network, cloud, voice, licensing, telecom, hardware, supplier charges, and taxes remain separate from the Basic endpoint package.
- New workstation deployment, replacement, imaging, hardware refreshes, migrations, rollouts, and other planned project work are separate services.
- On-site labor, cabling, printer or copier hardware repair, physical troubleshooting, and after-hours non-P1 support are separate services.
- Advanced security investigation, SIEM alert triage beyond Basic endpoint telemetry review, incident response beyond initial triage and containment, and specialized data recovery are separate services.
- Unmanaged, unsupported, personal, BYOD, or otherwise uncovered systems are not supported through Basic.
- Line-of-business application customization, vendor-led projects, database repair, and other vendor professional services remain separate.
- Covered endpoints must remain accessible, supported, and reasonably standardized for monitoring and remote support.
Organizations that need endpoint backup monitoring and standard restores from available healthy restore points should consider Managed Endpoint Complete.