What’s covered under your Managed Business Agreement?

Our Managed Business Agreement covers the contracted number of users, with one workstation covered per user. For example, if a company has five users who each have one PC, plus an additional three PCs that run their point of sale (POS), a Managed Business quote for five users doesn’t cover the additional three PCs.

If you want them covered, we can do this via a Managed Workstation agreement for the three extra devices. That will ensure these devices are protected with Windows patching and antivirus and eligible for Colton support requests. It’s cheaper than a Managed Business plan because it doesn’t also need all the security extras a user would require, such as Duo, MS365 licensing, and spam filtering.

If any of the emails, software installed by Colton, or users and permissions stop working in the way that they were at the time the contract was signed, it is covered by the agreement. Examples include:

You can be confident that with Managed Business Services, your O365 data is backed up, you will have multi-factor authentication and antivirus protection in place on your current devices, and you can call us during Australian business hours for IT support on existing devices and software licensed through CCT. Under your plan, ALL remote support is included.

However, if you need the Colton team onsite to conduct work, this falls outside of your agreement. We can quote these items as a separate scope of work. Alternatively, you can upgrade to the Managed Platinum Agreement, which includes all these added extras.

Here are a couple of scenarios to demonstrate what won’t be covered under Managed Business Services.

Wattle Business Services uses Colton Computers Managed Business Services, and all of their office computers are covered if something stops working the way it was previously. But Melissa the Millennial Receptionist hates using a PC, so she has bought a new apple mac for work and wants CCT to set it up. Because the laptop wasn’t part of Wattle’s existing business environment and the business didn’t purchase it through Colton, it is NOT covered by their Managed Business Agreement.

If Melissa wants it set up with all the business software, she will need to clear it with Financial Controller Frank. Colton will bill Wattle for the cost to set up Melissa’s computer as an additional Managed Workstation under Wattle’s managed service plan.

Installation of additional printers, monitors, phones, or desktops also isn’t covered as this is an onsite service. However, if you need us to install third-party software, update certificates, set up a new user or any other tasks that can be done remotely, Managed Business will cover you.

Wattle Business Services are rearranging their office and want Colton to handle the relocation of workstations to get everyone set up. This move is outside the Managed Business Services Agreement – Colton can charge it as labour rates on top of this month’s retainer cost.

Other relocation tasks that aren’t covered:

Wattle needs to update its MYOB software. Colton has been applying patches to Microsoft Windows whenever required – isn’t this kind of the same thing?

Well… not really. Patches are applied to CCT provided software to keep your setup working. However, upgrading or updating non-CCT supplied software is a change rather than a maintenance task and so is not always covered by your Managed Business Services Agreement. If there is an easy fix that we can support remotely, we will absolutely do so. If you want to implement a new CRM, or have another large system implementation need, we can quote it as a project but it isn’t covered by your plan.

IT Guy Isaac decided that the MYOB print settings aren’t set up exactly as the Wattle team needs them, and he has called Colton to update them. He also wants to change the permissions within SharePoint to move towards the principle of least access to improve their cybersecurity. Good news – not only is this a GREAT move to keep your business data secure but given our recent change to offer unlimited remote support as part of all Managed Business Plans, we can help you at no extra charge.

Major reconfigurations, repairs or resolution of issues with third-party software not provided by Colton will still be outside of the normal scope of works.

A while ago, Wattle Business Services invested in a laptop for Business Owner Brad to take along to client meetings. The software REALLY needs to be updated because the Microsoft PowerPoint version is so outdated that it is no longer compatible with the presentations Brad builds on his laptop. Office Manager Maggie wants CCT to sort it out. However, unfortunately, this workstation isn’t linked to a current user or covered under a Managed Workstation agreement, so it isn’t covered under their Managed Services package. In this scenario, as long as the computer is supported by CCT (Dell, Lenovo, HP, Microsoft, or Apple, less than 5 years old, with an OS that the manufacturer still supports), the Colton team are happy to help and will charge Wattle for the time and materials on top of their regular monthly Managed Business retainer fee.

If you aren’t sure which Managed Services package is right for you, then the team are happy to talk you through your different requirements and make sure that ALL of your users and workstations are covered.