Assessments | Consulting | Solutions

Complete IT
Managed Services for Small Business

Proposal Prepared For:

Today’s Date

Prospect Name
Company Name
Address
City, State Zip
Phone
The information contained in these documents is confidential, privileged and only for the use of the intended recipient and
may not be used, published or redistributed without the prior written consent of The Scarlett Group.
Executive Summary:
Technology is constantly changing and it’s costing more each passing day. Today small
businesses have an advantage when it comes to technology. The advantage, small businesses
can adapt to change faster than their large competitors. However, there is a challenge. The
challenge is small businesses today can’t afford in-house Credentialed IT Professionals.
Additionally, the day of the IT guy working out of the trunk of his car has passed if not retired.

Small businesses need a trusted partner that can handle all their IT requirements. The Scarlett
Group is the local answer for small to medium businesses. Unlike our other Managed IT Service
Providers, our roots were in IT Audit. The benefit to you, our firm provides the same level of IT
services and support that your larger competitors enjoy at yet a fraction of the cost. We
understand the consequences of downtime. Our approach to Managed IT Services proactive
through all-inclusive monitoring and management. We do what it takes to limit downtime and
keep you in business with preventative measures.

The single largest threat to all businesses today is cybercrime. When it comes to cybersecurity
you don’t want to go it alone. The cyber horror stories are true, and they are happening to
businesses of all sizes every day here in Jacksonville. Our firm, with a team of highly
credentialed cybersecurity experts, provide you the peace of mind for your customers and your
business. You need a firm like The Scarlett Group to make every effort to prevent a ransomware
or cyber-attack. And while no one will guaranty your protection 100%, you need a trusted
partner that knows how to recover from a cybercrime event.

Prospect Company Name is a perfect fit for our services. We approach all our new clients with
the intent of everyone becoming an extremely satisfied reference. Providing an excellent
customer experience is the goal of every person in our firm. The results of this commitment,
our clients really are our best salespeople.

Thank you for this opportunity to earn your business.

Tom Burt
Executive Vice President & General Manager

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The information contained in these documents is confidential, privileged and only for the use of the intended recipient and
may not be used, published or redistributed without the prior written consent of The Scarlett Group.
 Scope of Complete IT Managed Services:

Data Backup and Recovery

 Administration, management and troubleshooting of backup and restore processes

Warranty Tracking: Server/Infrastructure

 Servers and selected infrastructure equipment are tracked on an on-going basis for warranty expiration
Software Asset Tracking: Servers, Desktops and Laptops

 Continuous monitoring of license key and installed applications; reporting on request

IT Purchasing Assistance: Hardware and Software

 Dedicated technical pre-sales assistance with pricing of goods is on a “cost plus” basis
Server: Drive Space Monitoring

 Continuous monitoring of space on all drives with alerts generated prior to critical status being reached
Server: Hardware Event Log Monitoring

 Supported hardware event logs are monitored

Server: Hardware Repair Under Manufacturer’s Warranty

 Labor to replace failed server hardware, which does not require software reinstallation; hardware must be
covered by manufacturer’s warranty
Server: Microsoft Windows Server Monitoring

 Monitoring of Microsoft Windows Server components to ensure proper functionality, including key services
and logged events (Active Directory services, print spooler, DNS, etc.)
Server: Microsoft Windows Server and Microsoft Server Applications Patch Testing and Installation

 Microsoft service packs are tested and deployed per the change control policy
Server: Microsoft Windows Server Administration

 Changes or consultation pertaining to access privileges, operating system configuration, management and
optimization
Server: Microsoft Windows Server Maintenance

 Preventative maintenance performed on the Microsoft Windows Server operating system

Server: Microsoft Windows Server Troubleshooting

 Diagnosis, troubleshooting and remediation of problems that prevent the Windows server from responding to
client requests
Server Anti-Virus

 Definition Monitoring and Reporting: Monitoring and reporting of Provider-supplied software to ensure virus
definitions are current, critical services are running, and all necessary components are properly installed
 Management and Definition Upgrades: Provider-supplied server anti-virus suites are fully managed and
supported; includes troubleshooting, administration and upgrades
 Manual Spyware, Adware and Virus Removal: Manual cleanup of virus and malware infections

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The information contained in these documents is confidential, privileged and only for the use of the intended recipient and
may not be used, published or redistributed without the prior written consent of The Scarlett Group.
Email: Blacklist Removal

 Resolution of blacklist entries

Email: Microsoft Exchange Server

 Active Sync Service Monitoring: ActiveSync and service component monitoring for mobile devices
 Active-Sync Service Troubleshooting: Server-side diagnosis, troubleshooting and remediation of ActiveSync
services
 Monitoring: Monitoring of Microsoft Exchange Server components including key services and logged events
 Administration: Service side changes or consultation pertaining to mailboxes, public folders, contacts and
calendaring; excludes migration
 Troubleshooting: Diagnosis, troubleshooting and remediation when the Exchange server fails to respond to
email requests
 Service Pack: Microsoft service packs are tested and deployed per the change control policy

Email: Hosted

 Mobile Service Monitoring: Service component configuration and monitoring for mobile devices
 Mobile Service Troubleshooting: Diagnosis, troubleshooting and remediation of mobile services
 Monitoring: Monitoring of hosted email components including key services and logged events
 Administration: Hosted email administration pertaining to mailboxes, public folders, contacts and
calendaring; excludes migration
 Troubleshooting: Diagnosis, troubleshooting and remediation when the hosted email service fails to respond
to email requests
Security: File Sharing Permission Administration

 Changes or consultation pertaining to the access privileges to data on the Client’s server(s)
Security: User Account Administration

 Addition or deletion of user accounts or permissions associated with user accounts such as allow/deny
remote access, file access, folder access, restricted login times, password resets, etc.
Internet: Connectivity Monitoring

 Availability of internet access on the client network is monitored with downtime being reported and acted
upon
Managed Switch/Router

 Monitoring: Monitoring of key components including up/down status, software versions, CPU and memory on
supported devices
 Administration: Changes or consultation regarding the configuration of managed switches and routers,
including interface configuration, VLAN’s, routing tables and access lists
 Maintenance: The installation and activation of manufacturer’s firmware releases for switches and routers on
supported devices
 Troubleshooting: Diagnosis, troubleshooting and remediation when the devices fail to respond to client
requests

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The information contained in these documents is confidential, privileged and only for the use of the intended recipient and
may not be used, published or redistributed without the prior written consent of The Scarlett Group.
Firewall / Security Appliance

 Monitoring: Monitoring of key firewall/security appliance components, including up/down status, software
versions, CPU and memory on supported devices
 Administration: Changes or consultation regarding the rules in the firewall that allow or deny different types of
network traffic
 Maintenance: The installation and activation of manufacturer’s firmware releases for firewalls and other
security appliances on supported devices
 Troubleshooting: The installation and activation of manufacturer’s firmware releases for firewalls and other
security appliances on supported devices
VPN/Branch/Site Office Connectivity: Monitoring

 Continuous monitoring of uptime of the VPN availability for remote users and/or branch offices
PC: Anti-Virus

 Definition Monitoring and Reporting: Monitoring and reporting of Provider-supplied software to ensure virus
definitions are current, critical services are running, and all necessary components are properly installed on
Desktops and Laptops
 Management and upgrades: Provider supplied desktop anti-virus suites are fully managed and supported;
includes troubleshooting, administration and upgrades
 Manual spyware, adware and virus removal: Clean-up of virus and malware infections
PC: Automated Cleanup

 Weekly scripts are run on all powered-on and network attached desktops and laptops for cleanup of items
such as temporary files
PC: Drive Space Monitoring

 Continuous monitoring of space on desktop and laptop drives

PC: Hardware Repair

 Labor to replace failed desktop and laptop hardware which does not require installation of software; hardware
must be covered by manufacturer’s warranty
PC: Microsoft Windows Desktops and Laptops

 Operating System Administration: Changes or consultation pertaining to access privileges, operating

systems configuration, management, and operation
 Operating System Maintenance: Preventative maintenance performed on the Microsoft Windows Operating
System
 Operating System Monitoring: Monitoring of Microsoft Windows OS components is performed to ensure it is
up and running including key services and logged events
 Operating System Patch and Service Patch Installations: Microsoft patches and service packs are tested and
deployed per the change control policy
 Third-Party Patch Installations: Third-party patches and service packs are tested and deployed per the
change control policy. Applications include, and are limited to: Adobe Acrobat X, Adobe Acrobat XI, Adobe
Reader MUI, Adobe Reader, AdobeAIR, Flash ActiveX, FlashPlugin, Shockwave, iTunes, Safari, Foxit
Enterprise Reader, Chrome, GoogleEarth, Firefox, FireFox ESR, SeaMonkey, Thunderbird, Notepad++,
Opera, Opera Chromium, Skype, Java 6 (32/64-bit), Java 7 (32/64-bit), Java 8 (32/64-bit), VLCMediaPlayer,
WinRAR, and WinZip
 Operating System Troubleshooting: Diagnosis, troubleshooting, and repair of problems that prevent the
Windows Desktop OS from logging in to network resources or running applications

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The information contained in these documents is confidential, privileged and only for the use of the intended recipient and
may not be used, published or redistributed without the prior written consent of The Scarlett Group.
 PC: User Support (Windows, Mac, Desktop or Laptop) - Remote and Onsite

 Experienced support staff perform work remotely and onsite resolving PC hardware and Windows/Mac OS
issues

Managed Monitoring Services 24x7x365 Included

 Monitoring related services
 Alerting / Ticketing
 Self-healing
Monitoring, Maintenance & Support 7:00am-7:00pm EST Included
 Change Control M-F
 N-able / Autotask Platform Support On Call 24/7/365
 Training
Service Desk 7:00am-7:00pm EST Included
 Server Management M-F
 Infrastructure Management On Call 24/7/365 for
 Service Escalations Remote Emergency
Support

Additional Terms of Service:

Monitoring, Management and Escalation Services

Provider will provide ongoing monitoring and management and escalation services of all devices as indicated in Scope
of Work. Provider will document critical alerts, scans and events as to the Client suitability of existing environment
minimum standards required for services. For the Client’s existing environment to qualify for Provider’s services, the
following requirements must be met:

 All servers with Microsoft Windows Operating Systems must be running a currently supported Windows
Operating System
 All desktop PCs and notebooks/laptops with Microsoft Windows Operating Systems must be running a
currently supported Windows Operating System
 All server and desktop software must be genuine, licensed and vendor-supported
 The environment must have a currently licensed, up-to-date and vendor-supported server-based anti-virus
solution protecting all servers, desktops, notebooks/laptops, and email
 The environment must have a currently licensed, vendor-supported server-based backup solution that can
be monitored and send notifications on job failures and successes
 The environment must have a currently licensed, vendor-supported hardware firewall between the internal
network and the internet
 All wireless data traffic in the environment must be securely encrypted

Chronically Failing Equipment

 Experience has shown equipment belonging to the client which has initially passed minimum standard
requirements for service can reveal itself to become chronically failing. This means that the equipment
repeatedly breaks down and consistently causes user and business interruption even though repairs are
accomplished. While rare, in the event that this does occur, client agrees to work constructively and positively
with Provider to replace the equipment at the client’s cost.

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The information contained in these documents is confidential, privileged and only for the use of the intended recipient and
may not be used, published or redistributed without the prior written consent of The Scarlett Group.