Enable’s Managed Service Agreements are designed to support customer requirements at various levels.  Our primary objective is to provide a preventative care and reactive support model to maintain high levels of customer satisfaction and cyber resilience.  The service provides maintenance and support for common IT systems as well as various levels of cyber protection.

Enable Technology invests in an ongoing industry certification and professional development for all engineering staff. We use advanced technology and automation tools to deliver our managed service

 

 

There are 3 levels of managed services provided by Enable, with various levels of support and cyber security services included.

The Essential Care support plan is an economical entry point into our managed services with basic protection and remote IT support services.

The Premium Care support plan provides an increased level of reactive and proactive cyber protection.

The Complete Care support plan provides a complete service, remotely and onsite with a comprehensive ‘Cyber Insurance ready” suite of services to best protect your business.

STANDARD HOURS OF COVERAGE

Helpdesk hours are 7.30am – 6.00pm AWST Monday to Friday

Office hours are 9.00am – 5.00pm AWST Monday to Friday

OUT OF HOURS SUPPORT

Additional fees are payable should service or project work be required outside of normal office hours (See hours of Coverage).  For work that is normally covered under the MSA, an afterhours surcharge will apply.  For work that is not covered under the MSA then the rate will be time and a half of the applicable support rate (See Standard Fees).

24 HOUR EMERGENCY SUPPORT

The service is only available via our phone system on a best effort basis.  It is offered per use after accepting the pre-recorded terms (See Standard Fees).

SERVICE INCLUSIONS AND DEFINITIONS

REMOTE SUPPORT

Our Helpdesk will process all requests for support that are “Break Fix”, “Add Move Change” and “How to” in nature.  Some tickets may need to be dealt with onsite and that component may be chargeable based on the Clients MSA Level.

AUTOMATED PATCH MANAGEMENT

High priority and critical Microsoft Updates will be automatically applied to all computers and servers during a predefined patch period outside of business hours.

PROACTIVE FAULT MONITORING

Enable will monitor all endpoints for critical faults during business hours that may impede on business productivity or cause risk to business continuity, ranging from performance degradation to hardware faults.

APPLICATION PATCHING

Third-party patching is an integral part of safeguarding against cyberattacks and critical data loss. Application patching covers 200+ out-of-the-box third-party software applications for Windows devices covered in Enables support plans.

ANTIVIRUS ENDPOINT PROTECTION

Enable will monitor and react to any alerts generated from the supplied Antivirus software.

SERVER BACKUP and DISTASTER RECOVERY

If subscribed to Server Support, Enable supply the software, monitoring and offsite storage for this service.  The customer is required to provide local primary backup storage.  Each covered server includes 300GB offsite backup allowance (shared quota). Additional storage is currently charged at 40 cents ex GST per GB calculated once per month.

MICROSOFT 365 CLOUD BACKUP

Enable provide backups of the customers Microsoft 365 Tenant to a cloud backup service hosted in an alternative cloud. Backups include regular snapshots of all SharePoint Online, Teams, OneDrive and Email.

RANSOMWARE DETECTION

This service will detect and respond to known Ransomware threats, isolating any compromised computer.

24/7 SECURITY OPERATIONS CENTRE

This service provides around the clock monitoring to detect malicious and suspicious cyber activity across three critical attack vectors: Endpoint, Network and Cloud. Advanced breach detection to catch attacks that evade traditional Premiums. The COMPLETE security team proactively hunt for malicious activity if any indicators of compromise trigger the alerting system.

ENDPOINT DETECT AND RESPONSE

With Endpoint Detection and Response (EDR) Enabled, we can detect and respond to sophisticated threats. With its built in continuous endpoint monitoring and behavioural analysis deliver comprehensive endpoint Premium. Endpoint Detection and Response (EDR) includes advanced capabilities like detecting and investigating security incidents, and ability to remediate endpoints to pre-infection state, this compliments the traditional Antivirus Endpoint Protection.

Onsite FAULT REMEDIATION

All reactive issues that require onsite attendance are covered with the exception of items listed in the section “Items Not Covered”.

VULNERABILITY MANAGEMENT

To compliment the Application Patching service, Vulnerability Management looks deeper into systems to report and provide actionable tasks to limit exposure of systems to known exploits.

PHISHING AWARENESS TRAINING

Enhance your employees' ability to recognize and handle potential threats like phishing emails with our all-in-one solution. By combining phishing simulation, security training, and testing, we provide a comprehensive approach to educating your workforce with a randomised frequency of testing.

THIRD PARTY APPLICATIONS

Customers will need to maintain a support agreement with associated software vendors. Enable will provide level 1 support on a best effort basis and liaise with the relevant third party as required.

Items Not Covered (Additional Fees Apply)

INSTALLATIONS

Installation of any new equipment or software is not covered.

PROJECT WORK

A project is considered anything that falls outside of routine maintenance and involves detailed planning and/or complexity.

CONTENT UPDATES

Content extends to but is not limited to such items as Web Sites, Phone lists, SharePoint Data, Email Signatures and Client policy documents.

MANUAL RECONSTRUCTION

When a document or database has become corrupted and is not recoverable by standard processes.

PHONE SYSTEMS

Clients are not covered unless the client has subscribed to Enable’s approved VOIP Partner.

MOBILE PHONES

By default mobile devices are not covered under an MSA.

Standard Fees and Policies

Hourly rates for Non-Covered Items

Complete Care -    $150 ex charged in 15 min increments

Premium Care -      $160 ex charged in 15 min increments

Essential Care -       $170 ex charged in 15 min increments

Out of Hours Rate (must be prearranged and scheduled)

Complete Care -     $225 ex charged in 15 min increments

Premium Care -      $240 ex charged in 15 min increments

Essential Care -     $255 ex charged in 15 min increments

24 Hour Emergency Support

When accessed via our phone system your call will be diverted to our support engineers.  The current rate is $255 ex GST charged in 15 min increments.

Travel POLICY (for Time and materials work)

Time starts from when the engineer leaves our office or previous site.  Time stops when onsite work is completed.

 

Agreement Conditions

PAYMENT

Subscription fees are payable Monthly in advance and are based on the Invoice issued for the relevant month.  The MSA fee is calculated monthly based on managed device count.

TERM

This Agreement is a Monthly rollover Agreement.  This means that unless notified an Invoice will be issued for the next month in advance.

CANCELLATION

Intent to cancel this Agreement must be communicated in writing by either party 60 days prior to the intended termination date.

AGREEMENT ACCEPTANCE

Upon the client has paying the monthly MSA Subscription fee, Enable will assume that the client has accepted all Terms and Conditions relating to this Agreement.  Requests for service under this Agreement will also constitute acceptance.

SERVICE SUSPENSION

In the event that a customer is in arrears for any product or service, Enable reserve the right to suspend any and all services until accounts are settled.

LIMITED LIABILITY

Our program aligns with industry best practices designed to minimize risk and reduce downtime, however we do not warrant situations that are unforeseeable and/or outside of our control.

While Enable Technology employs a high standard of advanced cybersecurity mesaures, we cannot guarantee absolute security due to the inherent nature of the internet and digital technologies. We are committed to protecting your data and maintaining the integrity of our systems. However, please be aware that no method of transmission over the internet or method of electronic storage is ever 100% secure.

We strive to use commercially acceptable means to protect your personal information, but we cannot guarantee its absolute security. In the event of a security breach Enable Technology cannot be held liable for any damages, financial or otherwise, that may result from such an event.

We encourage all users to maintain good cybersecurity practices, such as regularly updating passwords and using secure networks, to further protect their information.

By using our services, you acknowledge that you understand and agree to assume these risks.