EGT - IT Managed Services

A managed service provider (MSP) is a third-party company that remotely manages a customer's information technology (IT) infrastructure and end-user systems. Small and medium-sized businesses (SMBs), nonprofits, global enterprises and government agencies hire MSPs to perform a defined set of day-to-day management services.

As the IT infrastructure components of many SMB and large corporations are migrating to the cloud, with MSPs (managed services providers) increasingly facing the challenge of cloud computing, a number of MSPs are providing in-house cloud services or acting as brokers with cloud services providers. A recent survey claims that a lack of knowledge and expertise in cloud computing, appears to be the main obstacle to this transition.

Benefits of a SLA Agreement

Improved Customer Experience

Customers who invest in a service provider are taking a risk—they are acting in good faith with the expectation that the provider will be able to meet their needs. The SLA provides these customers with a sort of safety net; knowing that should the provider fail to deliver on the agreed-upon services or otherwise fail to meet obligations, then the customer will have legally binding documentation to assist them in seeking restitution. By managing expectations and giving customers some much-needed insurance, SLAs can improve the overall customer experience.

Improved Employee Experience

The SLA will clearly explain who is responsible for what aspects of the service. This section should detail who is involved and who should be contacted regarding requests, questions, and so on.

Established and Trusted Source of Information

In many ways, the SLA acts as a mediating tool, ensuring that everyone’s best interests are being met. It is something that can be trusted by both parties, acting as a source of reliable information relevant to service standards and other guidelines.

Increased Productivity and Performance

The metrics established within SLAs offer their own internal advantages. With clear expectations, employees have a clearly defined objective to meet that guides their performance. This leads to improved productivity and increases personal accomplishment.

As Your Trusted IT Provider we're here to help with this process with a range of comprehensive support and maintenance listed below.

24/7 Availability: We operate a staffed IT service center 24 hours a day, seven days a week. Upon request, we can provide 24/7 services.
General Support for Businesses: Comprehensive IT services such as ongoing computer maintenance, helpdesk support, Windows and Office assistance, Linux, MAC, antivirus, Office 365 or G-SUITE services, hosting services, hardware and equipment sales, and licensing, including cloud services.
Servers Hosted in Mirage and in the Cloud (Amazon/GCP/Azure): Ongoing setup and maintenance of cloud servers, user management in the cloud, CI/CD, database management, and virtual machines. Mirage IT has a modern and powerful server system and ability to leverage the giants in the cloud, such as Amazon, Google Cloud, and Azure.
Information Security and Data Backup: Implementation of personalized security protocols, hardening of positions and servers to prevent unauthorized access, crisis management, damage recovery, and regular backups to ensure continued proper operation and prevent data loss.
InfoSec and FIREWALL Services: Physical protection of network points and wireless networks, DNS filters, prevention of data theft, SSL inspection, network-wide antivirus updates, and user behavior monitoring.
DevOps Services: Establishing development environments, CD/CI (Continuous Deployment/Continuous Integration), 24/7 monitoring and control services.
Additionally, executing projects to set up and improve cloud development infrastructures, enhancing code management within the company, and implementing open-source development tools to achieve significant cost savings.
On-site IT and DevOps services: As part of our company's services, we provide on-site IT, System, and DevOps professionals to work either full-time or part-time at the client's business premises, under our professional management and the client's supervision.
Establishment of Physical Communication Networks: A comprehensive service that includes organizational network planning, subdivision into sub-networks, network load monitoring for performance improvement, and deployment of wireless access points to expand coverage. This service spans from the planning phase to the installation of physical infrastructures and logical configurations.
Ongoing support and maintenance begin following the completion of the infrastructure alignment project and necessary upgrades at the start of the contract period.

1. Services Covered 10 Workstations

- Operating system updates and patching

- Antivirus and endpoint protection

- Software support (MS Office, browsers, apps)

- Remote helpdesk and onsite troubleshooting

One Server

- Windows Server patching and monitoring

- Active Directory & File Sharing maintenance

- Backup verification and monitoring

- Virtualization support (if applicable)

Network Devices

- Router & Firewall: Configuration, firmware updates, and VPN support

- Cybersecurity Appliance: Threat detection, firmware updates, alerting, EDR support

Proposed and Recommended Endpoint Security Settings According to ISO27001 Standard:

Screen timeout block after X minutes? Yes 15 minutes
Keep Encrypt HDD on Desktop? Yes + Save to Cloud+EGT
Keep Encrypt HDD on Laptop? Yes + Save to Cloud+EGT
Block USB drives? Yes
Password Complexity? Yes [Min 8 chars, UPPER, lower, Num, Char]
Password maximum age: 3 Months
Remember last passwords? Yes 11 passwords
Is local user NOT Admin? Yes

Cybersecurity Services

- 24/7 Endpoint threat monitoring (10 devices)

- Monthly vulnerability scanning

- Quarterly dark web credential scan

- Email phishing protection (optional add-on)

- Compliance guidance for HIPAA, NIST, or CMMC

2. Response Time SLA

Priority Level Description Response Time

P1 – Critical Major outage or data breach < 2 hours

P2 – High Server or network degraded performance < 4 hours

P3 – Normal User support, access or software issues < 8 business hours

P4 – Low Routine requests, updates, installs < 24 business hours

3. Maintenance Schedule

- Weekly: Health check & patch status review

- Monthly: Firewall audit, log monitoring, reporting

- Quarterly: Vulnerability scan, access rights review

- Annually: DR/BCP tabletop test (optional)

4. Monthly Pricing Estimate (10 Devices)

Service Component Estimated Monthly Cost (USD)

10 Workstations $299.90 ($29.99 per device)

Server Support $199 per server

1 Network Printer $0.00 included

Firewall + Router Support $175 per device

Cybersecurity Device Support $299 ($29.99 per device)

Endpoint Threat Monitoring $199.90 ($19.99 each device)

#4 Deployments of onsite support per month. Covered in this SLA.

Coverage for 10 devices in your firm onsite or remote is only $1,172.80 per month.

Cost SAVINGS comes in when you purchase for 1 more years of support.

*Optional Add-ons:*
- Over #4 onsite support deployments a month: $65 Per Hour/Per Tech

- Email Filtering: +$3/user

- Offsite Backup: +$10/device

- Mobile Device Management: +$5/device

- Emergency on call after hours onsite support available Mon. to Sat. 5PM to 12PM.

(Covered for #8 hours a month and billed $75 per hour per tech after #8 hours.)

Schedule a FREE ASSESSMENT...

Initial assessment will be taken of all devices to be covered under this Service Level Agreement. We will be assessing the new and old device's functions in their current state and will use the assessment results to determine which devices we can cover under this service level agreement from the date this S.L.A. is signed.

Your account manager is waiting to get you started with a FREE ASSESSMENT and consultation. Click here to Book Assessment.

Type total hours needed per month.

X $99