What is the scope of your help desk support?

We provide unlimited remote and onsite support for "Incidents" (service interruptions). A monthly allotment of hours is included for "Moves, Adds, and Changes" (MACs) like employee onboarding or application installations. We also provide vendor management for third-party services. Please note that cybersecurity breach remediation is excluded from standard MAC support.

Full Details:

Unlimited Support for Incidents

Any event that interrupts or degrades a technology service. Onsite support is included at our discretion.

Moves, Adds, and Changes (MACs)

Service requests for enhancements or changes that do not stem from a service interruption. Your monthly plan includes a per-user allotment of MAC hours.

What qualifies as a MAC?

MACs (Moves, Adds, and Changes) include service requests for enhancements or changes that do not stem from a service interruption. Examples include:

• Employee on/offboarding (new user setup, account deactivation)
• New application installations or configurations
• Permission or access changes
• Hardware moves or new device setups
• Email distribution list updates
• Software upgrades or migrations (not due to a failure)

Exclusion: Cybersecurity Breach Remediation

Cybersecurity breaches (such as ransomware attacks, malware outbreaks, or data breaches) are not covered under standard MAC support. These incidents require specialized response protocols and are handled separately from routine MACs. Your vCIO will work with you to assess the scope and provide a separate engagement plan for breach remediation.

Vendor Management

We manage communications with your ISP, application vendors, hardware vendors, etc.

Systems Covered

Servers, network gear, computers, Microsoft 365, printers, storage, and standard business applications (Microsoft Office, Adobe, Google Workspace).

See also:

• "What is NOT Covered Under Managed Services?" (for detailed information on services outside our standard scope)
• "What are Moves, Adds, and Changes (MACs), how do they work in Framework IT's managed services plan, and what is the difference between a MAC and a Project?" (for understanding the distinction between MACs and larger projects)

Ready to assess your company's IT and cybersecurity posture?

Schedule a complimentary consultation with one of Framework IT's managed services experts. We'll walk through your current setup, identify gaps, and show you what a tailored managed IT strategy could look like for your portfolio - with no obligation.

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