Managed Services Details

Last updated 4.25.2024

Guarantees (For All Managed Services Packages)

• Information Privacy
  We are committed to honoring our clients' preferences regarding the confidentiality of their proprietary business information. In alignment with our privacy policy, we maintain the confidentiality of such information with the same degree of care as we do for our own confidential information, and we do not disclose it to third parties.

• 3rd Party Cybersecurity Audit To Ensure We Remain Secure
  Vector Choice engages a third-party Chief Information Security Officer (CISO) firm to conduct ongoing monitoring and assessment of our cybersecurity stance. This measure ensures the implementation of robust security protocols to safeguard the interests of our clientele.

• Make Things Right If We Fall Short
  In the event that our initial services do not meet the stipulated requirements, we will promptly address and rectify the issue to ensure compliance and satisfaction.

• Meet Service Level Expectations
  We hold our teams to the highest standard and we strive to meet our Service Level Expectation by taking a probabilistic-based approach where we forecast realistic work expectations to the overall fixed time that work items are likely to take in a certain process.

• 100% Satisfaction Guarantee
  Should you find any aspect of our service unsatisfactory, we commit to initiating corrective measures promptly to resolve your concerns in accordance with our service agreement and our service level expectations.

• Try Us Before You Commit
  FOR NEW CLIENTS ONLY*: Irrespective of the addendum duration, the initial three-month period shall operate on a month-to-month basis for all new clients. During this term, a notice period of 60 days is requisite for termination. Subsequent to this initial term, the agreed-upon contract term length will commence.

• Service Phone Calls Always Answered By A Tech
  Our policy guarantees that all telephonic service inquiries via the client support line will be directly received by a technical support representative from 7 a.m. to 6 p.m. Local Time, Monday through Friday, excluding holidays.
  https://vectorchoice.com/holidayschedule

Guarantees (For Vigilance Pro Package only)

• Never Leave A Service Voicemail
  We guarantee that when you call our client support line (877-827-6787) during regular support hours (Monday through Friday, 7 a.m. to 6 p.m. Local Time), you will never have to leave a voicemail. In the off chance that you do, we will provide you with a $25 credit on your next invoice. If you experience this, please report it to accounting@vectorchoice.com within 30 days with the date and time of the voicemail. (Note: if you choose to leave a voicemail via our automated prompts, this does not apply.)

• 30-Day Money-Back Guarantee*
  FOR NEW CLIENTS ONLY*: In the event that the Client is dissatisfied with the services rendered within the initial 30-day period, we will issue a full refund of the onboarding fee and the first month's service fee. Furthermore, we will facilitate the transition to an alternative service provider. Clients wishing to initiate this process should direct their request to owners@vectorchoice.com.

• Onsite, On-Time Guarantee
  We assure punctual arrival for scheduled onsite services. In the event of an unforeseen delay, we guarantee to provide a minimum of 30 minutes' notice prior to the agreed appointment time.

• We will BUY OUT Your Existing Provider's Contract*
  Solely in Vector Choice's discretion, if Vector Choice agrees to buy out the remainder of the contract with your existing provider, we will buyout the contract based on the terms that you have with the existing provider. We will pay the provider the buyout fee and that amount will be prorated based on the initial term period contained in the written contract between you and Vector Choice. The prorated amount will be added to each month's invoice until the contract buyout is paid in full. If at any time the client terminates its contract with Vector Choice prior to the expiration of the initial term, the client must pay the remaining balance of the contract buyout from the previous provider plus any buyout of Vector Choice contract immediately.

Support

• Remote Support

Safe Start Package
We offer remote support for all monitored business users, computers, servers, sites, mobile devices, and tablets available during standard Support Hours from Monday to Friday, 7:00 a.m. to 6:00 p.m. Local Time, excluding holidays. All support time is billed at $170 per hour in 15-minute increments.
https://vectorchoice.com/holidayschedule

Vigilance Pro Package
We offer remote support for all managed business users, computers, servers, sites, mobile devices, and tablets available during standard Support Hours from Monday to Friday, 7:00 a.m. to 6:00 p.m. Local Time, excluding holidays.
https://vectorchoice.com/holidayschedule

• Onsite Support

Safe Start Package
During designated Support Hours, we will provide support for client infrastructure which includes all managed business users, computers, servers, sites, mobile devices, and tablets at the client's premises as deemed necessary by Vector Choice. All support time is billed at $195 per hour, 2-Hour Minimum + Trip Fee. Support is available from Monday to Friday, 8:00 a.m. to 6:00 p.m. Local Time, with the exception of designated holidays, which are detailed on Vector Choice's Holiday Schedule.
https://vectorchoice.com/holidayschedule

Vigilance Pro Package
During designated Support Hours, we will provide support for client infrastructure which includes all managed business users, computers, servers, sites, mobile devices, and tablets at the client's premises as deemed necessary by Vector Choice. This includes conducting regularly scheduled maintenance visits. Support is available from Monday to Friday, 8:00 a.m. to 6:00 p.m. Local Time, with the exception of designated holidays, which are detailed on Vector Choice's Holiday Schedule.
https://vectorchoice.com/holidayschedule

• After-Hours & Weekend Support

Safe Start Package
After Hours & Weekend Support time is not part of your managed services addendum but is offered separately and billed at a remote rate of $70 per 15 minutes and/or onsite is billed at a rate of $275 Per Hour (with a 4-Hour Minimum) plus a trip fee. After hours is considered 6:01 p.m. to 6:59 a.m. Local Time, with the exception of designated holidays that are detailed on Vector Choice's Holiday Schedule.
https://vectorchoice.com/holidayschedule

Vigilance Pro Package
After Hours & Weekend Support time is not part of your managed services addendum but is offered separately and billed at a remote rate of $50 per 15 minutes and/or onsite is billed at a rate of $195 Per Hour (with a 2-Hour Minimum) plus a trip fee. After hours is considered 6:01 p.m. to 6:59 a.m. Local Time, with the exception of designated holidays that are detailed on Vector Choice's Holiday Schedule.
https://vectorchoice.com/holidayschedule

• Holiday Support

Safe Start Package
Holiday Support time is not part of your managed services addendum but is offered separately and billed at a remote rate of $125 per 15 minutes (with a 2-hour minimum) and/or onsite is billed at a rate of $390 per hour (with an 8-hour minimum) plus a trip fee. Holiday support is considered any time during the 24-hour span of the designated holidays listed on the Vector Choice Holiday Schedule.
https://vectorchoice.com/holidayschedule

Vigilance Pro Package
Holiday Support time is not part of your managed services addendum but is offered separately and billed at a remote rate of $90 per 15 minutes (with a 1-hour minimum) and/or onsite is billed at a rate of $390 per hour (with a 4-hour minimum) plus a trip fee. Holiday support is considered any time during the 24-hour span of the designated holidays listed on the Vector Choice Holiday Schedule.
https://vectorchoice.com/holidayschedule

• Emergency - Remote Response Time

Safe Start Package
Emergency Initial Response Time is 1 Hour or Less from the time the issue is reported via the Support Phone Number. Emergency Severity Level is described by the whole company or department not being able to function due to production system outage.

Vigilance Pro Package
Emergency Initial Response Time is 30 Minutes or Less from the time the issue is reported via the Support Phone Number. Emergency Severity Level is described by the whole company or department not being able to function due to production system outage.

• Emergency - Onsite Response Time

Safe Start Package
Emergency Onsite Response Time for this package is as available from the time the issue is determined that onsite support is needed. Our goal is same business day. Emergency Severity Level is described by the whole company or department not being able to function due to production system outage and requires an onsite visit to resolve the issue during normal business hours.

Vigilance Pro Package
Emergency Onsite Response Time for this package is as available from the time the issue is determined that onsite support is needed. Our guarantee is same calendar day. Emergency Severity Level is described by the whole company or department not being able to function due to production system outage and requires an onsite visit to resolve the issue during normal business hours.

What Constitutes As An Emergency?
An Emergency is described by the whole company or department not being able to function due to production system outage.

Data Breach Or Security Incident:
An occurrence that actually or potentially jeopardizes the confidentiality, integrity, or availability of an information system or the information the system processes, stores, or transmits or that constitutes a violation or imminent threat of violation of security policies, security procedures, or acceptable use policies.

Major Software Failure:
When a core business application or software system used by the client experiences a critical failure, rendering it inoperable and affecting business processes.

Network Infrastructure Failure:
If there's a significant disruption or failure in the client's network infrastructure, leading to loss of connectivity, inability to access resources, or communication breakdown.

Loss Of Business-Critical Services:
If services or processes that are crucial for the client's daily operations, such as email, file sharing, or customer support systems become unavailable.

Hardware Failure:
In the case of a critical hardware component failure (e.g. server, storage device) that impacts the client's ability to function properly.

Data Loss:
If the client experiences significant data loss due to hardware failure or software corruption, resulting in potential loss of revenue, compliance violations, or reputational damage.

Severe Performance Degradation:
When the client's systems or applications experience severe slowdowns or performance issues that hinder their ability to deliver services effectively.

• Cybersecurity Event

Safe Start Package
A Cybersecurity Event is described as an occurrence that actually or potentially jeopardizes the confidentiality, integrity, or availability of an information system or the information the system processes, stores, or transmits or that constitutes a violation or imminent threat of violation of security policies, security procedures, or acceptable use policies with evidence of a security breach, unauthorized access, or any form of cyber-attack that compromises sensitive data, systems, or networks by a third-party actor, whereas the client's or client employee's negligence allowed the compromise. We will collect a $5,000 retainer and bill at a rate of $495 per hour per cybersecurity engineer working on the issue. Once the initial retainer is met, we will bill for another $5,000 in continuance until the problem is resolved. Vector Choice will provide / facilitate the first three (3) hours of cyber incident triage per calendar year at only $495 per hour.

Vigilance Pro Package
A Cybersecurity Event is described as evidence of a security breach, unauthorized access, or any form of cyber-attack that compromises sensitive data, systems, or networks by a third-party actor, whereas the client's or client employee's negligence allowed the compromise. We will collect a $5,000 retainer and bill at a rate of $375 per hour per cybersecurity engineer working on the issue. Once the initial retainer is met, we will bill for another $5,000 in continuance until the problem is resolved. Vector Choice will provide / facilitate the first five (5) hours of cyber incident triage per calendar year at no cost.

• Small Projects

Safe Start Package
Small Projects are not included in the Safe Start Package.

Vigilance Pro Package
If Vector Choice determines a ticket request is a separate Project (as described in the Client's Addendum), Vector Choice will obtain the Client's approval before moving forward. As a rule of thumb, we follow the "3 5's rule" when deciphering what is or isn't a project. If it is anticipated to take more than five (5) hours, includes more than five (5) steps, or affects more than five (5) users, it is a Project. The "3 5's rule" excludes onboarding and structured cabling. All onboarding fees are due before work can commence. Vector Choice will include three (3) new computer setups per month at no additional charge for Vigilance Pro managed services clients. Vigilance Pro Clients will receive 10 free hours per year to be used toward small projects.

• Block Hours

Safe Start Package
A minimum of a $2,000 time block budget is required in the Safe Start Package and must be pre-paid. We will bill our time against the $2,000 based on the fee structure of remote, onsite, after hours/weekend, holiday support. Once the time block is used and dropped under $250, an additional $2,000 time block will be billed. The time block will expire if not used within 24-months of receiving payment.

Vigilance Pro Package
Block Hours do not come with the Vigilance Pro Package, but if interested, please see Account Manager.

• Dedicated Onsite Resource

Safe Start Package
A dedicated onsite resource IS NOT part of the Safe Start package but is an option to purchase separately in 4-hour increments.

Vigilance Pro Package
A dedicated onsite resource IS NOT part of the Vigilance Pro package but is an option to purchase separately in 4-hour increments.

Proactive Account Management (For All Managed Services Packages)

• Weekly Cybersecurity & Tech Tips
  On "Tech Tip Tuesday" we send out Cybersecurity & Tech Tips to all end users for educational and Cybersecurity purposes.

• Payment & Invoice Portal
  We provide a convenient and easy-to-use payment portal where we accept credit card and ACH payments.

• Self-Service Portal
  We provide a fully functional portal where you can pull reports, review tickets and where we provide custom ticket templates for your convenience.

• Monthly Newsletter
  We send out a Vector Choice monthly newsletter to share with you the latest in business, gadgets, and any "In The News" information you need to know about Vector Choice.

• Dark Web Monitoring Report
  We send out a Monthly Dark Web Monitoring Report along with notifying you by creating a ticket of any breaches that we find about your company's data on the Dark Web.

• Monthly Quality Assurance Touchbase Email
  Your Account Manager will reach out to you via email or phone call monthly to see if you need any assistance from us and to make sure all is well in our partnership.

• Custom Employee Onboarding / Offboarding Form
  Inside our self-service portal, at client's request, we will provide you with the ability to create customized onboarding and offboarding forms for your users and computers. Our team will work with you to help set those up.

Proactive Account Management (For Vigilance Pro Package only)

• Strategic Business Reviews
  Vector Choice Account Manager will collaborate with client's key stakeholders on a regular basis to develop an IT strategy in alignment with the short- and long-term objectives of the client's organization. A detailed roadmap and predictable budget will be provided to ensure major projects and expenses are planned for well in advance.

• Monthly Executive Summary Report
  We provide a report of the health of your network along with ticket trends and SLE reporting.

• Dedicated Account Manager
  Your Account Manager will be your key point of contact at Vector Choice and a key advocate for making sure the services that you've purchased from Vector Choice are delivered at the highest level of standard.

• Real-Time Dashboard
  We provide a dashboard to see real-time ticket statuses, SLE reports, survey scores, and much more.

User Management (For All Managed Services Packages)

• User Management
  Provide troubleshooting and support for managed user related issues, including access permissions and group memberships.

• Email Spam Filtering
  As part of a layered security approach, robust spam / malware filtering services are included to help protect you from email threats.

• Access Permissions Violation Monitoring
  Access controls and User Behavior Analytics (UBA) will be implemented to monitor and alert for failed logins, unapproved region-based logins, and logins outside of the users learned working habits.
  
  *Requires appropriate Microsoft licensing and client defined parameters.

• Suspicious Exposure Of Sensitive Information Monitoring
  Email monitoring and device scanning will be used to detect client defined sensitive data controls.
  
  *Covered data types include: Personally Identifiable Information (PII), Payment Card Information (PCI), Protected Health Information (PHI), Non-Public Information (NPI)
  **Requires appropriate Microsoft licensing and client defined parameters.

• M365 Suspected Attacks Monitoring
  Managed M365 accounts will be monitored for known and suspected threat actor attacks.
  
  *Requires appropriate Microsoft licensing and client defined parameters.

• Mass Data Deletion / Download Monitoring
  Managed cloud connected accounts will be monitored for mass data deletion and downloading indicative of insider threats and threat actor access.
  
  *Requires appropriate Microsoft licensing and client defined parameters.

• M365 User Account Monitoring
  M365 Defense provides around-the-clock M365 security monitoring and policy enforcement. With M365 Defense, cyber analysts will monitor and harden your M365 environment and user accounts.
  
  *Requires appropriate Microsoft licensing and client defined parameters.

• White and Blacklist in Spam Filter
  We can allow or disallow certain mail flow based on different categories / preferences.

• Password Manager
  A password manager is used to store passwords in a central location and protect them with encryption. This simplifies password management by eliminating the need to memorize multiple passwords for different accounts.

• 2FA / MFA
  Multi-factor authentication provides an additional layer of security when logging into supported systems. It's the concept of something you know (password) plus something you have (phone).

• M365 Or Google Workspace Support And License Management
  We facilitate the purchase and maintenance of licenses for M365 and Google Workspace. We provide support and troubleshooting for managed M365 and Google Workspace accounts. No development is included in support of these products.

User Management (For Vigilance Pro Package only)

• User Training
  We provide your company with live virtual training for your users when it comes to your technology needs. We will provide up to 1 hour of training per company per quarter.

• M365 or Google Workspace Backup
  Provide industry leading 256-bit encryption at rest and 128-bit in transit. Provide multiple snapshots at regular intervals throughout the day. This ensures that the backups keep up with your demands and provide you with peace of mind.

• Phishing Simulation
  Best-in-class, fully automated simulated phishing attacks, thousands of templates with unlimited usage, and community phishing templates.

• On-Demand Training
  We provide access to Award-Winning eLearning Courses for Microsoft Products along with cyber security awareness training sessions available with certificate of completion. This is a self-paced training course for your employees.

• Data Loss Prevention
  Vector Choice will build policies to control who and what devices can access managed M365 infrastructure and data. *Requires appropriate Microsoft licensing, Mobile Device Management (MDM), and client defined parameters.

• New User Setup
  We provide up to 3 new user and/or computer setups per month included in this Vigilance Pro package. Any additional users and/or computers will be billed at a flat fee of $375.

Computer Management (For All Managed Services Packages)

• Endpoint Protection
  An end-to-end approach to cybersecurity deeply rooted in artificial intelligence (AI) and machine learning (ML). Helps detect and prevent attacks from malware.

• Application Control
  A powerful tool that allows us to permit, deny or restrict applications from running on your devices. A gold standard when it comes to blocking ransomware, viruses, and other software-based threats.

• 24 / 7 / 365 Device Management And Alerting
  We provide 24/7/365 Management and Alerting for all supported devices under this addendum.

• Scheduled Preventative Maintenance
  We provide scheduled maintenance for all supported computers under this addendum.

• Patch Management - Microsoft
  Our Network Operations Center team identifies, approves, and automates installation of necessary security patches. The installation is scheduled for pre-determined times to ensure security vulnerabilities are minimized.
  
  *Additional patch management may be supported as requested by client and approved by Vector Choice.

• Automatic Escalation And Resolution Of Alerts
  Our remote monitoring and management system provides the ability for us to escalate alerts to the appropriate engineers for resolution.

• Service Auto-Healing
  We have the ability to create auto-healing functions in our system if we find there are reoccurring issues that we can solve through automation.

• Firmware Updates
  We provide firmware updates for all managed computers.

Computer Management (For Vigilance Pro Package only)

• M365 / Azure / InTune Support
  We will provide support and changes to the Azure and InTune environment to optimize best performance and security. We will also manage the appropriate licenses when it pertains to Azure and InTune with the guidance of the client.
  
  *Requires appropriate Microsoft licensing, Mobile Device Management (MDM), and client defined parameters.

• Support & Fix Computer Issues
  Vector Choice will provide computer break fix and managed software troubleshooting. Unmanaged software will receive best effort support or act as technical liaison with product support.
  
  *Remote support will be performed unless the technician determines onsite repair is necessary.

• Computer Encryption Management
  Vector Choice will manage computer encryption on managed devices that support encryption.

• Ring-Fencing
  Vector Choice will manage and maintain controls to limit computer system services, processes, and drivers to only their intended functions adding a layer of security against malware, ransomware, and threat actor exploitation.

• Custom Alerts
  We provide the ability to setup custom alerts for service and applications as requested by client.

• Data Loss Prevention
  Vector Choice will build policies to control who and what devices can access managed M365 infrastructure and data.
  
  *Requires appropriate Microsoft licensing, Mobile Device Management (MDM), and client defined parameters.

• Cyber Attack Remediation
  Vector Choice will provide or facilitate the first five (5) hours of cyber incident triage per calendar year. Cyber Attack/Hack due to client's or client employee's negligence are not covered.
  
  *Incident Response (IR) is billed hourly beyond the included hours at a rate of $375/hour per security engineer required.

• Automated Software Deployment
  Vector Choice will deploy managed software automatically on all managed devices.
  
  *Vector Choice can help deploy unmanaged software at scale for an additional cost or block of hours.

• Provision Computer
  *Labor Only; All Hardware and Software Costs Will Be Additional
  
  Vector Choice will configure managed computers to match the clients approved desired state for new hires. These devices will be required to meet the Vector Choice minimum baseline requirements (i.e. Hardware, system specifications [CPU, RAM, storage space, etc. and current operating system). We provide up to 3 computer setups per month included in this package. Any additional computers will be billed at a flat fee of $375 per new computer setup.

• Installation Of New Software
  Labor Only; All Hardware and Software Costs Will Be Additional. Vector Choice will provide managed software troubleshooting and support. Unmanaged software will receive best effort support or act as technical liaison with product support.

• Web Gateway / Content Filtering Security
  We will build and maintain web content filters based on client defined website categories.

Computer Management (Add On / Additional Billing)

• SIEM
  SIEM logs nearly every bit of under-the-hood activity on a computer, network access, security changes, permissions changes, etc. Those behaviors are then used to trigger alerts when an unusual or potentially malicious string of behaviors is detected. SIEMs also provide Vector Choice with a means of tracing a security incident back to its source which is traditionally a blind spot for IT professionals. 30-Day Retention is included, additional retention available for purchase by request.

• MDR / SOC
  A team of cyber security experts actively identifying and remediating security threats. Takes in huge amounts of security / behavioral data from PCs and servers to identify suspicious patterns or actions. These behaviors are then reviewed by our security professionals. Another team of "threat hunters" are proactively looking for signs of compromise.

• All The Time VPN For Computers
  Vector Choice provides VPN for your remote users, so they always have secure connections.

Backup & Recovery - Computer

• Computer File Backup
  Vector Choice will provide a file level backup of the following file extensions up to 250G of storage, with a retention of 30 days.

• Additional Storage For Computer File Backup
  Additional storage is available for purchase at increments of 50G.

• Image-Based Backup
  If you would like for us to backup your entire computer with bare metal backup, it is available for purchase.

Backup & Recovery - Server

• Server Data Backup
  Vector Choice will provide 1TB of server data backup per managed server with a retention of 90-days. Any additional storage or retention is available for purchase.
  
  *Client compliance requirements may dictate the length of data retention where applicable.

Backup & Recovery - Disaster Recovery Backup

• BDR Backup
  Vector Choice will provide leased Backup and Disaster Recovery appliances housed at the client owned office location to perform a bare metal backup and ongoing file and folder level backup of the managed servers.
  
  *All BDR services are custom quoted based on the needs. It is not included in any of our packages by default.

Server Management (For All Managed Services Packages)

• Endpoint Protection
  An end-to-end approach to cybersecurity deeply rooted in artificial intelligence (AI) and machine learning (ML). Helps detect and prevent attacks from malware.

• 24 / 7 / 365 Server Management And Alerting
  We provide 24 / 7 / 365 Management and Alerting for all supported devices under this addendum.

• Scheduled Preventative Maintenance
  We provide scheduled maintenance for all supported servers under this addendum.

• Patch Management - Microsoft
  Our Network Operations Center team identifies, approves, and automates installation of necessary security patches. The installation is scheduled for pre-determined times to ensure security vulnerabilities are minimized.
  
  *Additional patch management may be supported as requested by client and approved by Vector Choice.

• Automatic Escalation And Resolution Of Alerts
  Our remote monitoring and management system provides the ability for us to escalate alerts to the appropriate engineers for resolution.

• Firmware Updates
  We provide firmware updates for all managed servers.

• Application Control
  A powerful tool that allows us to permit, deny or restrict applications from running on your devices. A gold standard when it comes to blocking ransomware, viruses, and other software-based threats.

• Service Auto-Healing
  We have the ability to create auto-healing functions in our system if we find there are reoccurring issues that we can solve through automation.

Server Management (For Vigilance Pro Package only)

• M365 / Azure / InTune Support
  We will provide support and changes to the Azure and InTune environment to optimize best performance and security. We will also manage the appropriate licenses when it pertains to Azure and InTune with the guidance of the client.
  
  *Requires appropriate Microsoft licensing, Mobile Device Management (MDM), and client defined parameters.

• Server Disk Encryption Management
  Vector Choice will enable and maintain server disk encryption on managed servers.

• Ring-Fencing
  Vector Choice will manage and maintain controls to limit server services, processes, and drivers to only their intended functions adding a layer of security against malware, ransomware, and threat actor exploitation.

• Remote Support & Fix - Server Issues
  Vector Choice will provide server break fix and managed software troubleshooting. Unmanaged software will receive best effort support or act as technical liaison with product support.
  
  *Remote support will be performed unless the technician determines onsite repair is necessary.

• Custom Alerts
  We provide the ability to setup custom alerts for service and applications as needed.

• Data Loss Prevention
  Vector Choice will build policies to control who and what devices can access managed M365 infrastructure and data.
  
  * Requires appropriate Microsoft licensing, Mobile Device Management (MDM), and client defined parameters.

• Cyber Attack Remediation
  Vector Choice will provide or facilitate the first five (5) hours of cyber incident triage per calendar year. Cyber Attack/Hack due to client's or client employee's negligence are not covered.
  
  *Incident Response (IR) is billed hourly beyond the included hours at a rate of $375/hour per security engineer required.

• Automated Software Deployment
  Vector Choice will deploy managed software automatically on all managed devices.
  
  *Vector Choice can help deploy unmanaged software at scale for an additional cost or block of hours.

• Onsite Support & Fix - Server Issues
  Vector Choice will provide server break/fix and troubleshooting. End-of-Life hardware will receive best effort support or Vector Choice will facilitate vendor support on the client's behalf.
  
  *Remote support will be performed unless the technician determines onsite repair is necessary.

• 24 / 7 / 365 Backup Monitoring, Alert Management
  Vector Choice will manage, monitor, troubleshoot and remediate alerts of backup related issues on managed servers.
  
  *Client compliance requirements will dictate the length of data retention where applicable or a rolling 90 days based on agreement package.
  **Compliance as a Service clients will get additional backup restore testing, validation, and reporting.

• Web Gateway / Content Filtering Security
  We will build and maintain web content filters based on client defined website categories.

Server Management (Add On / Additional Billing)

• SIEM
  SIEM logs nearly every bit of under-the-hood activity on a server, network access, security changes, permissions changes, etc. Those behaviors are then used to trigger alerts when an unusual or potentially malicious string of behaviors is detected. SIEMs also provide Vector Choice with a means of tracing a security incident back to its source which is traditionally a blind spot for IT professionals. 30-Day Retention is included, additional retention available for purchase by request.
  
  **Compliance as a Service clients will get additional log retention.

• MDR / SOC
  A team of cyber security experts actively identifying and remediating security threats. Takes in huge amounts of security / behavioral data from servers to identify suspicious patterns or actions. These behaviors are then reviewed by our security professionals. Another team of "threat hunters" are proactively looking for signs of compromise.

Site Management

• Dark Web Monitoring
  A combination of human and machine intelligence with powerful search capabilities to scour the dark web to identify, analyze and actively monitor for your organization's compromised credentials 24 / 7 / 365, alerting you to potential trouble, fast.

• Power Management
  In the case of internet service or power outage, the power management device automatically restarts your router / firewall / server in an attempt to automatically restore connectivity to your business.
  
  
• Network Monitoring and Alerting for All Network Devices and Peripherals
  Visibility into Network Traffic flow, helping to identify issues or inconsistencies causing slow-downs or interruptions in your network infrastructure.

• Network Management
  Vector Choice will provide network management and support for all office infrastructure equipment. End-of-Life hardware will receive best effort support or Vector Choice will facilitate vendor support on the client's behalf.
  
  *Remote support will be performed unless the technician determines onsite repair is necessary.

Site Management (Add On / Additional Billing)

• Firewall With IDS / IPS as-a-Service
  We will provide a firewall equipped with IDS and IPS. Intrusion Detection Systems (IDS) and Intrusion Prevention Systems (IPS) are security features found in industry leading firewalls. They monitor the events occurring in your network and analyzing them for signs of possible incidents or threats.

• Power Management With UPS
  In the case of internet service or power outage, the power management device automatically restarts your router / firewall / server in an attempt to automatically restore connectivity to your business. This includes a battery backup in the event of total power failure.

True Compliance

• Governance, Risk and Compliance Center
  We will build and maintain a custom GRC portal to plan, track and document your compliance to standards such as PCI DSS, HIPAA, NIST CSF, System and Organization Controls (SOC), Cyber Insurance, GDPR, CIS V.8, FTC Safeguards, NYDFS. We provide only one standard per purchased compliance agreement.

• Written Policies
  We will draft, track, disseminate and help you implement all the written policies necessary to satisfy the security controls associated with your compliance goals.

• Plan Of Action And Milestones (POAM)
  We will identify shortcomings or deficiencies in your compliance program and build a POAM to serve as a project planner to help you forecast spend, assign responsibility, and make informed risk decisions.

• Network Diagram
  As part of onboarding, we will create a Network Diagram to visually depict the internal network topologies and components down to the host/device level. We will update this network diagram on a yearly basis or when newly managed core infrastructure devices are added or removed.

• Monthly Audit Log Creation
  Audit logs are generated by many sources, including security software such as antivirus software, firewalls, and intrusion detection and prevention systems; operating systems on servers, workstations, and networking equipment; and applications. Vector Choice will create and store the logs required to meet your security and compliance goals.

• Monthly Audit Log Review
  Vector Choice will review the audit logs to ensure the endpoints you are collecting logs from match up with what is in your inventory and configure any new endpoints to generate logs as needed.

• Monthly Compliance Report
  We will provide a monthly executive summary to identify progress on any ongoing compliance projects, verify the status quo, and update you on any changes that threaten your compliance goals.

• Vendor Compliance Management
  We will assist in managing security and compliance requirements as requested with your other vendors.

• Disaster Recovery Plan
  We will assist in creating, reviewing, and updating your Disaster Recovery Plan.

• Disaster Recovery Testing
  On an annual basis, we will assist you in testing your Disaster Recovery Plan.

• Data Flow Chart
  Vector Choice will identify your critical data, map it, and help you understand who is using it and who is responsible for it. We will provide data flow chart mapping on an annual basis for the purchased compliance standard.

• Network & Security Assessment Reporting
  Vector Choice will scan and assess the security of the managed network components and machines as required.

vCISO

• Management & Resources

  Vector Choice will provide a vCISO at a flat fee of $500 per month, which includes all the items below in the vCISO section. Any additional time required or requested for vCISO services outside the scope will be billed at $385 per hour in 30-minute increments. We will provide a proposal for any additional vCISO services to be billed. This gives you the ability to list Vector Choice as the certified and qualified CISO for your organization. We also have a custom option for vCISO services.
  

• Vulnerability Scanning
  Vector Choice will perform internal and external vulnerability assessments of the client environment as required.

• Penetration Testing
  Vector Choice will perform simulated penetration test(s) against the client's managed digital environment as required.

• Security Vendor Management
  Vector Choice will manage security vendor relationships and validate the vendors are maintaining the client required security and compliance standards.

• Create Written System Security Plan
  Vector Choice will create a System Security Plan curated to the client's business driven needs.
  
  *This requires client involvement and end user interviews must be conducted.

• Attend Executive Leadership Meeting
  Our vCISO will attend up to 4 scheduled executive leadership meetings per year to provide strategic and business continuity updates. vCISO will provide reports to highlight ROI and IT/Security budget planning.
  

• Review And Report IT Security Training Results
  vCISO will review reports and Vector Choice will provide results in either the TBRs or the vCISO Executive / Board Meeting.

• Attend And Update Board Members (if applicable)
  vCISO will attend up to 2 scheduled board member meetings per year to provide strategic and business continuity updates. vCISO will provide reports to highlight ROI and IT/Security budget planning.
  

• Review and Report Vulnerability Assessment
  vCISO will review vulnerability assessments to client designated Point of Contact. Executive summary will be provided at meetings.

• Review and Report Security Analysis
  vCISO will provide status reports on client security posture, changes to standards and regulations, and status of adherence to System Security Plan (SSP).

• Review and Report Inventory Data Assets
  vCISO will provide an inventory of software in use and data flow analysis if applicable to compliance standards.

• Review and Report Threat Intelligence Emails
  vCISO will provide reports to the client as threats emerge in their environment.

• Review and Report Security Deliverables
  vCISO will track and report security metrics as defined by the SSP and validate security aligns with business continuity.

Managed Tablet

• Tablet Device Management (MDM)
  Mobile Device Management software allows us to automate, control, and secure administrative policies on your employees' business-owned tablets.
  
  * Requires appropriate Microsoft licensing, Mobile Device Management (MDM), and client defined parameters.

• Support & Fix Tablet Issues (Remote Only)
  We provide remote support for all business tablets. This does not include repairs to damaged or malfunctioning tablets.

Managed Tablet (Add On / Additional Billing)

• All The Time VPN For Tablets
  Vector Choice provides VPN for your remote users, so they always have secure connections.

• Application Control
  We can provide Application Control through MDM or InTune.
  
  * Requires appropriate Microsoft licensing, Mobile Device Management (MDM), and client defined parameters.

Managed Mobile

• Mobile Device Management (MDM)
  Mobile Device Management software allows us to automate, control, and secure administrative policies on your employees' business-owned mobile devices.
  
  * Requires appropriate Microsoft licensing, Mobile Device Management (MDM), and client defined parameters.

• Support & Fix Mobile Issues (Remote Only)
  We provide remote support for all business-owned mobile devices. This does not include repairs to damaged or malfunctioning mobile devices.

Managed Mobile (Add On / Additional Billing)

• All The Time VPN For Mobile
  Vector Choice provides VPN for your remote users, so they always have secure connections.

• Application Control
  We can provide Application Control through MDM or InTune.
  
  * Requires appropriate Microsoft licensing, Mobile Device Management (MDM), and client defined parameters.

Additional Notes

• All information listed above is enforced unless otherwise agreed upon in the Managed Services Addendum

• For New Clients Only
  The definition of "new client" is someone that has never done business with us or with an entity we have acquired prior to signing this Addendum.

• We bill labor for any discovery or audit requests related to lawsuits, compliance regulations, and third-party audits.
  
  
• Anything not specifically mentioned above is excluded.