Service Guide

This document clearly defines and governs the services we provide to our clients as outlined in a provided quote (the “Quote”). If you do not agree with the terms of this Services Guide, you should not proceed with the Quote and you should contact your available NextGen Automation representative for more information.

This Service Guide generally describes managed services provided or enabled by NextGen Automation (“NextGen”, “we”, “us”, or “our”). Only services specifically presented in the Quote will be provided to you (the “Services”). This Service Guide is reliant upon our terms outlined in our Master Services Agreement (“MSA”).  A copy of our Master Services Agreement can be found here: https://nextgenautomation.com/MSA. If requested, we will send a paper copy of the MSA by email upon requested. If any initialism in this Service Guide is not specifically defined, it may be referenced in the MSA.

Activities or items that are not explicitly stated in the Quote will be out of scope and will not be included unless otherwise stated by us in writing.

This Service Guide contains important details related to the auto-renewal of Services in the Quote, as well as fee increases that may occur from time-to-time. Please read this Service Guide carefully and keep a copy for your records.

Note: Items discovered during any of these processes, such as unlicensed software or out-of-date hardware, may require immediate resolution. Deficiencies, their impact, and their severity will be presented after this process has been completed.

One-Time Services

These services would be provided on a non-recurring basis. These may take place at any stage during the onboarding, delivery, or offboarding of services. In the event a one-time service is required, a proposal will be provided that includes a quote and a proposed task list or scope of work.

Environmental Discovery and Audit: A thorough discovery will be completed to assess the state of your technology environment. This discovery process will require the review of some or all of:

• Critical hardware (servers, firewalls, access points, etc.) and software configurations (accounting, in-house, and self-hosted applications).
• Active vendor services and warranty agreements.
• Surface-level Cybersecurity vulnerabilities.
• Backup and recovery solutions.
• Internet Service Provider (ISP) audit, including speed testing.
• Email, Domain, Website, and SSL certificates.
• Telephone and mobile device management processes.
• Printer configurations and usage, including scan and fax.
• Existing IT Support processes and historical information.

Note: Unless expressly indicated in writing, auditing services do not include the remediation of any issues, errors, or deficiencies and we cannot guarantee that all issues will be detected during the auditing process. Additional or subsequent quotes may be required if issues are discovered after the auditing process is complete.

Onboarding / Service Activation: The onboarding process includes tasks that are intended to establish required accounts within our systems, deploy support tools, and gather preliminary information required to provide the best level of support.

Organizational tasks

• Gather critical information, such as internet service provider details.
• Establish contacts for billing, account information, and approval.
• Determine existing business continuity strategy and status.
• Determine current MFA status and password policies.
• Establish approval policies, including thresholds for approval.
• Review existing, proposed, and anticipated IT initiatives, goals, and strategies.

User and Device tasks

• Uninstall any monitoring tools, endpoint protection, or other software installed by previous IT Service providers.
• Create inventory of devices being protected, such as servers, desktops, and laptops.
• Install remote support agents and managed security solution (as indicated in Quote).
• Configure patch management and check for missing updates.
• Input contact information into support system.
• Review assigned cloud licenses and update any necessary contact information.
• Identify and classify (whitelist, blacklist, greylist) all software programs.
• Review firewall and network infrastructure devices to generate network map.
• Classify critical devices and review battery backup protection status.
• Document all current server configuration and status (if present).

Note: This is not intended to be an all-inclusive checklist and is subject to change, at our discretion, if different onboarding activities are required.

While we cannot guarantee that all items requiring remediation will be discovered during the initial onboarding project, we will bring any discovered items to your attention and discuss the impact of these on your environment and on our provision of services. Unless expressly stated in the Quote, onboarding-related services do not include the remediation of any issues.

The onboarding project relies on many variables, such as machine availability, password availability, and onsite availability. As such, we cannot guarantee the timing and duration on the onboarding process. We will provide our best estimates and include updates on the onboarding project as it progresses.

Managed Services

These services are provided on an ongoing basis as part of managed services. Some ongoing services are configured during onboarding and others begin after completing the onboarding process.

Remote Monitoring & Management: Implementation of Remote Hardware Monitoring and Management tools. Features include:

• Monitoring devices for hardware usage and signs of potential failure.
• Patch management and routine system maintenance for Microsoft Windows.
• Response for critical alerts raised by system monitoring.

Events are monitored based on the endpoint type, with more comprehensive monitoring enabled for Server devices. See below for more information:

Enterprise Security, including AV (Antivirus) and EDR (Endpoint Detection & Response):

• Deploying on all eligible machines
• Confirming security software remains enabled and ensuring it cannot be disabled during a security breach.
• Reviewing critical alerts raised by security monitoring.

24/7 Security Operations Center (SOC):

Responding to raised alerts.

Deploying SOC to endpoints and Microsoft 365 environments.