Covered Services
The standard Bytes Managed IT engagement includes:
- 24×7 monitoring and alerting of supported infrastructure
- Patch and vulnerability management
- Endpoint detection and response (EDR)
- Identity and access management (Entra ID, MFA, conditional access)
- Microsoft 365 tenant management
- Backup operation and verified recovery testing
- Helpdesk support during defined hours of coverage
- Vendor coordination for ISPs, line-of-business applications, and hardware
- Quarterly business review and strategic planning
- Documented onboarding and offboarding procedures
Hours of Coverage
Standard Helpdesk hours are 7:00 AM to 6:00 PM Mountain Time, Monday through Friday, excluding holidays observed by Bytes. After-hours and weekend coverage is available as an add-on and is described in each Service Order.
Response Time Targets
- Critical (business-stopping): one (1) business hour
- High (significant impact): four (4) business hours
- Standard: one (1) business day
- Scheduled / low priority: by mutually agreed appointment
Out of Scope
The following items are out of scope unless explicitly included in a Service Order:
- Hardware purchases, leases, or warranty fees
- Third-party software licensing
- Line-of-business application development or customization
- Cabling, electrical, and construction work
- Cybersecurity incident response and forensic investigation beyond initial containment
- End-user training beyond standard onboarding
- Work performed outside of supported hours unless covered by after-hours add-on
Client Responsibilities
Client agrees to maintain a current and accurate inventory of in-scope assets, provide timely access for technicians, keep all software within vendor-supported versions, and pay any third-party fees for hardware, licenses, or vendor support contracts unless those costs are explicitly bundled into the Service Order.
Service Changes
Material changes to the supported environment (additional locations, large user increases, new applications, mergers) may require a Service Order amendment. Bytes will provide a written proposal before any change in scope or fees takes effect.
Contact
Questions about scope, hours, or coverage may be directed to help@bytesmanagedit.com.