Q: Why are these changes necessary?

• A: These changes are driven by the need to enhance cybersecurity, ensure consistent service quality, and adapt to the evolving digital landscape. By standardizing tools like SOC, AV, MS Office licensing, email protections, cloud backups, and RMM with OS patching, we can provide a more secure and efficient service to all our clients.

Q: What exactly is included in the new tooling services?

• A: The new tooling services include a Security Operations Center (SOC) for continuous monitoring, Standard Antivirus (AV) protection, Microsoft Office licensing, robust email protections, secure cloud backups, and Remote Monitoring and Management (RMM) with regular OS patching to keep your systems up-to-date and secure.

Q: Will there be any disruption to my service during the implementation of these new tools?

• A: We anticipate minimal to no disruption in your service. Our team is committed to ensuring a smooth transition and will work diligently to integrate these tools without affecting your daily operations.

Q: If I opt out of the tooling services, why does the on-demand labor rate increase?

• A: Clients who opt out of the tooling services will not have the same level of proactive monitoring and protection, potentially leading to more complex and time-consuming issues that require on-demand support. The increased rate reflects the additional resources and effort required in these scenarios.

Q: Can I opt back in to the tooling services at a later date?

• A: Yes, you can opt back in at any time. However, please be aware that it may take some time to fully implement the services, and the pricing may be subject to change based on current rates at that time.

Q: How does the unlimited support contract work, and how is it different from the base services?

• A: The unlimited support contract includes all the tooling services plus unlimited support labor at a fixed rate per user per month. This is an all-inclusive package designed for businesses seeking comprehensive IT support and predictable billing.

Q: Are there any long-term contracts or commitments required for these new services?

• A: For the tooling services, we offer a flexible month-to-month arrangement. However, a 60-day cancellation notice is required. For those opting for the unlimited support contracts, these are based on a 36-month term, which is renewable upon completion.

Q: What happens if I don’t respond to the opt-out option by the deadline?

• A: If we do not receive a response by the deadline, we will assume you have chosen to receive the new tooling services, and the associated costs will be automatically added to your account. Remember, these services are on a month-to-month basis with a 60-day cancellation notice period.

Q: Can I switch from the tooling services to the unlimited support contract later on?

• A: Yes, you can switch to the unlimited support contract at any time. However, please note that the unlimited support contracts are subject to a 36-month term, which is renewable. It’s important to consider this commitment before making the switch.

Q: What is the process for canceling the tooling services if I decide they are not right for my business?

• A: To cancel the tooling services, you need to provide a 60-day written notice. This allows us to ensure a smooth transition and address any final service requirements or concerns you may have.

Q: If I choose the unlimited support contract, what happens at the end of the 36-month term?

• A: At the end of the 36-month term, your contract will be up for renewal. We will contact you in advance to discuss renewal options, any changes in terms or pricing, and to understand your ongoing needs to ensure we continue to provide the best service possible.

• A: For more detailed information or if you have specific concerns about these changes, please feel free to reach out to Nigel Neilsen at nigel@idealtek.net. Nigel will be happy to assist you with any queries you may have.

• A: If you need support or assistance, you can easily open a support ticket by emailing helpdesk@idealtek.net. Our dedicated team will promptly address your concerns and provide the necessary support.