The following services are covered under this SLA:

1. Helpdesk Support

• Telephone, email, and chat support on Service Desk Request.
• Service Desk Ticket logging and tracking
• Instant First Level troubleshooting and support

2. Incident Management – IT service management (ITSM)

• Identification, categorization, and prioritization of incidents reported and logged.
• Incident resolution, recovery and knowledge base building.
• Communication of incident status and resolution to users
• Root cause analysis and reporting

3. Problem Management – IT service management (ITSM)

• Identification and recording of problems
• Investigation and diagnosis of root causes
• Workaround and permanent resolution implementation
• Problem tracking and reporting

4. Request Fulfillment

• Processing user requests (e.g., software installations, access requests)
• Provisioning and setup of hardware and software
• User account management and permissions
• General information and advisory services

• Change Management

• Management of changes to IT infrastructure and services
• Assessment and approval of change requests
• Communication and scheduling of changes
• Post-implementation review and documentation

6. Remote and On-site Support

• Remote troubleshooting and resolution of issues
• On-site visits for hardware maintenance and repairs
• Deployment and setup of IT equipment
• Scheduled maintenance and upgrades

7. Network and Connectivity Support

• Monitoring and management of network performance
• Troubleshooting connectivity issues
• Management of VPN and remote access services
• Support for wired and wireless networks

8. Data Backup and Recovery

• Regular data backups and integrity checks
• Disaster recovery planning and testing
• Data restoration services in case of data loss

9. Security Management

• Antivirus and malware protection management
• Firewall and intrusion detection/prevention systems management
• Security incident response and management
• User training and awareness on security best practices

10. Software Support

• Installation, configuration, and troubleshooting of software
• Patch management and software updates
• License management and compliance
• Custom application support (if applicable)

11. Hardware Support

• Diagnosis and repair of hardware issues
• Warranty management and vendor coordination
• Peripheral device support (printers, scanners, etc.)
• Asset management and inventory tracking

12. Impetus Website and Web-Based Requirements.

• Monitoring and Maintenance of the Business Web Hosting.
• Website Design, Modification and Updates
• Website Forms, Live Chat, and Tools.
• Website SEO, Speed Optimization
• Assistance Impetus Team with Digital Marketing Web Integrations.

13. Monitoring and Performance Management

• Proactive monitoring of IT systems and infrastructure
• Performance tuning and optimization
• Capacity planning and resource management
• Reporting on system health and performance metrics

14. IT Consultation and Advisory

• Strategic IT planning and consulting
• Technology assessment and recommendations
• Implementation of new technologies and solutions
• Training and knowledge transfer to users

15. User Account Management (Operating System / Emails / Software’s)

• User account creation, modification, and deletion
• Password management and recovery assistance
• Role-based access control and permission management
• Single Sign-On (SSO) and multi-factor authentication support

16. Vendor and Third-Party Liaison

• Coordination with third-party service providers and vendors
• Escalation and management of third-party issues
• Contract and service level management with vendors

17. Documentation and Knowledge Base

• Creation and maintenance of IT documentation
• User guides and technical manuals
• Knowledge base for common issues and resolutions
• Training materials and resources