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.
Service Guide Authority
This Service Guide defines the scope, delivery model, service boundaries, and operational expectations for all 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. It defines service scope, operational boundaries, service delivery rules, priorities, exclusions, and billable work for the services selected by Client.
If a conflict exists, the Order Form or Statement of Work controls for service selection, quantity, pricing, and client-specific exceptions, and the Agreement controls for legal and business terms.
A service is included only when it appears on the Order Form, in a Statement of Work, on a quote, or in another written approval.
Work outside the defined service scope is billable at standard rates unless otherwise agreed in writing.
Cloud Core MSP may update the guide for clarity, security, or operational improvements, but client-specific exceptions should be written into the quote, Order Form, or SOW.
Agreement
The Agreement governs legal and business terms, including payment, liability, data ownership, confidentiality, public records, disputes, and similar relationship terms.
Quote or Order Form
The Quote, Order Form, or SOW governs service selection, quantity, pricing, term-specific commitments, pass-through costs, and client-specific exceptions.
Service Guide
The Service Guide governs service scope, delivery rules, priorities, exclusions, and billable work for the selected services.
Primary recurring service packages
| Package | Monthly rate | Typical use | Core expectation |
|---|---|---|---|
| Managed Endpoint Basic + Unlimited Remote Support | $40 per covered endpoint per month | Organizations that need support, monitoring, patching, and endpoint management without included endpoint backup protection. | Unlimited remote support during standard support hours for covered endpoint users, endpoint monitoring, patching, security telemetry, asset tracking, ticketing, and standard remote remediation. |
| Managed Endpoint Complete + Unlimited Remote Support | $50 per covered endpoint per month | Organizations that want the endpoint support model plus backup monitoring and deeper 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. |
| Managed Server Support & Protection | Per Order Form | Servers that require monitoring, patching, backup oversight when in scope, and remote remediation. | Server administration and monitoring for covered servers, with backup and recovery duties only where backup scope exists. |
| Managed Network Closet | Per Order Form | Switching, uplinks, MDF/IDF equipment, or inherited network closets that need recurring oversight. | Monitoring, configuration coordination, visibility, and standard remote network administration for covered closets and devices. |
| Hosted Voice Platform and Seats | Per Order Form | Hosted phone service, users, numbers, E911 registrations, channels, and calling usage. | Managed hosted PBX administration, call-flow maintenance, user seats, number service, and defined telecom add-ons. |
| Microsoft Licensing and Cloud Administration | Per selected SKU | Email, office apps, identity, SSO, Microsoft security add-ons, and tenant administration. | Licensing is billed separately from managed support. Administration is included only where selected or tied to a covered package. |
Package selection rules
- The Order Form controls which package applies to each user, device, server, site, number, or cloud tenant.
- Mixed environments may use different packages for different assets. For example, office workstations may use Complete while kiosk systems use a narrower scope.
- Microsoft licensing, telecom, taxes, regulatory charges, hardware, and supplier pass-through costs are not included in endpoint packages and will be billed separately unless specifically bundled in writing.
- The following services are not included and will be billed separately unless explicitly stated in writing: projects, migrations, deployments, major redesigns, on-site labor, cabling, after-hours non-emergency support, vendor projects, line-of-business application work, and major incident response beyond initial containment.
- Work outside the defined service scope is billable at standard rates.
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.
Document hierarchy
The Agreement governs legal and business terms. The 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. If a conflict exists, the Order Form or Statement of Work controls over the Service Guide for service selection, pricing, or client-specific exceptions, and the Agreement controls over both for legal and business terms.
Client-specific exceptions
Some clients need exceptions because of procurement rules, grant funding, local government approval, inherited systems, or unusual operational requirements. Those exceptions belong in the Order Form or SOW, not in this general guide.
If a client-specific exception conflicts with this guide, the signed Order Form or SOW controls for that client and that term.