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.
Billing trigger
Work outside the defined service scope is billable at standard rates.
The following services are not included and will be billed separately unless explicitly stated in writing:
- Projects, migrations, deployments, onboarding beyond the selected scope, and new system rollouts.
- Infrastructure changes, network redesign, firewall replacement, wireless redesign, server builds, or tenant redesign.
- After-hours non-emergency work, including routine nights, weekends, and holidays.
- On-site labor, cabling, physical repairs, desk-side hardware work, and office moves.
- Vendor projects, third-party implementations, line-of-business application customization, custom reporting, and database repair.
- Major cybersecurity incident response, forensics, large recovery events, and rebuilds beyond initial containment and stabilization.
- Unmanaged systems, personal devices, unsupported software, or equipment outside the Order Form scope.
Projects and planned changes
- Migrations.
- New deployments.
- Major upgrades.
- Site moves.
- Tenant consolidation.
- Firewall replacement.
- Network redesign.
- Server buildouts.
Physical and on-site work
- On-site troubleshooting.
- Cabling.
- Hardware swaps.
- Rack work.
- Printer or copier hardware work.
- Bench work.
After-hours work
- After-hours work that is not a valid P1.
- Planned after-hours change windows.
- Weekend rollout work.
Application and vendor-specific work
- Line-of-business application customization.
- Vendor project meetings.
- Database or reporting work.
- Software implementation consulting.
Major security and recovery events
- Full incident response engagement.
- Forensics.
- Legal hold support.
- Major post-incident rebuild work.
- Reconstruction beyond standard restore operations.
Unsupported or unmanaged environments
- Work on systems not covered by the Order Form.
- Systems lacking MSP access or tooling.
- Unsupported or end-of-life systems.
- Personal or BYOD devices not expressly included.
Approval for billable work
Out-of-scope work may be handled through a separate Order Form, Statement of Work, project quote, hourly authorization, or written ticket approval.
For municipal clients, approvals may also depend on purchase order, budget, board approval, finance preaudit, or procurement requirements.
Why this matters
Clear boundaries keep recurring support predictable and prevent routine support pricing from being used for major projects. This protects service quality for all clients and helps each client see when a request is support, project work, or a procurement decision.