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.
Purchased services
The signed proposal lists the services, quantities, and any client-specific additions purchased for the organization.
Endpoint support packages
| Package | Who it is for | Responsibilities it can cover |
|---|---|---|
| Managed Endpoint Basic + Unlimited Remote Support | Organizations that need routine support, monitoring, patching, and endpoint administration without endpoint backup protection in the package. | Unlimited remote support during standard support hours for covered endpoint users, plus monitoring, patching, security telemetry, asset tracking, ticketing, and standard remote remediation. |
| Managed Endpoint Complete + Unlimited Remote Support | Organizations that want the Basic support model with endpoint backup monitoring and additional endpoint security operations. | Everything in Basic, plus endpoint backup monitoring, standard restore operations, EDR/XDR-style visibility, SIEM alert triage, and enhanced endpoint security monitoring. |
Additional recurring services
| Service | Who it is for | Responsibilities it can cover |
|---|---|---|
| Managed Server Support & Protection | Organizations with servers that require recurring administration, monitoring, patching, and remote remediation. | Administration and monitoring for covered servers, with backup and recovery responsibilities when the related backup service is purchased. |
| Managed Network Closet | Organizations that need ongoing oversight of switching, uplinks, MDF/IDF equipment, or other covered network infrastructure. | Monitoring, configuration coordination, visibility, and standard remote administration for covered closets and network devices. |
| Hosted Voice Platform and Seats | Organizations that need hosted phone administration for users, numbers, E911 registrations, call flows, channels, and calling usage. | Hosted PBX administration, call-flow maintenance, user seats, number service, and applicable telecom additions. |
| Microsoft Licensing and Cloud Administration | Organizations that need Microsoft email, office applications, identity, SSO, security additions, or tenant administration. | Licensing and administration are separate responsibilities. Administration can cover selected tenant, email, identity, and user services while license charges remain separate. |
How the services work together
An endpoint package establishes normal remote support and endpoint operations for covered users and devices. Additional recurring services extend responsibility to covered servers, networks, cloud services, and phones. Mixed environments may use different endpoint packages for different groups of devices.
Responsibilities outside recurring support
Projects, migrations, deployments, major redesigns, on-site or physical work, cabling, vendor-led projects, major incident response, and recovery beyond standard restore operations are separate services. Hardware, licensing, telecom usage, taxes, regulatory charges, and supplier fees are also separate from endpoint packages.