Managed Technology
Managed IT Service Agreement
Welcome to White Canvas Solutions Limited! We are excited to support your business with our comprehensive managed IT services. This agreement outlines what you can expect from us as your IT partner.
Our Journey and Expertise
Founding and Initial Focus (2007)
Expansion to Print Media (2009)
Web Design (2011)
Developing Web Applications (2013)
Data Security Services (2014)
Networking Solutions (2015)
Cloud Computing (2018)
Small Business Support (2020)
Our Commitment to You
We promise to provide top-notch IT support and services to keep your business running smoothly. Here’s a detailed list of what we offer:
You can email us anytime, day or night, and we'll respond promptly. Our dedicated support team monitors emails round the clock to ensure your issues and queries are addressed as soon as possible, helping you minimize any potential disruptions to your business operations.
Our experts are available around the clock to assist you remotely with any issues. Whether it's a minor glitch or a major system failure, our team can remotely access your systems to diagnose and fix problems, providing you with timely and effective solutions without the need for an on-site visit.
We guarantee a response within 2 hours for any remote support request. Our rapid response time ensures that your IT issues are prioritized and addressed swiftly, reducing downtime and keeping your business operations running smoothly.
We’ll diagnose any hardware issues within 24 hours to get you back on track. Our team uses advanced diagnostic tools to quickly identify and resolve hardware problems, ensuring minimal disruption to your business activities.
If you encounter software problems, we’re here to resolve them quickly and efficiently. Our expertise covers a wide range of software applications and systems, allowing us to diagnose and fix issues promptly, so you can continue working without interruption.
Our team will visit your site every month to ensure everything is running smoothly. During these visits, we perform preventive maintenance, check the health of your systems, and address any potential issues before they become major problems, ensuring your IT infrastructure is always in optimal condition.
We’ll help you organize, store, and manage your files effectively. Our file management services include setting up structured file systems, implementing secure storage solutions, and ensuring easy access to your data, all while maintaining the highest levels of data security.
We’ll ensure your systems are protected from viruses with up-to-date antivirus software. Our proactive approach includes regular updates, system scans, and immediate action to quarantine and remove any detected threats, keeping your systems safe and secure.
We’ll protect your systems from malware threats and keep your data safe. Our comprehensive anti-malware solutions include real-time protection, threat detection, and removal, ensuring your systems are safeguarded against malicious attacks.
Need new software installed? We’ve got you covered. Our team will handle the entire installation process, from initial setup to configuration and testing, ensuring your new software integrates seamlessly with your existing systems and is ready for use immediately.
We’ll back up your data regularly and recover it if needed. Our robust backup solutions ensure your critical data is always safe and retrievable in case of accidental deletion, hardware failure, or any other data loss scenario, giving you peace of mind.
We’ll manage your network to ensure reliable connectivity and performance. Our network management services include monitoring network performance, optimizing configurations, and resolving any connectivity issues to ensure your network runs smoothly and efficiently.
We’ll diagnose and troubleshoot issues with your Network Video Recorder systems. Our specialists ensure your NVR systems are functioning correctly, providing reliable surveillance and security for your premises, and addressing any technical issues that may arise.
We’ll keep your systems secure with the latest security measures. Our comprehensive security management includes implementing firewalls, encryption, access controls, and regular security audits to protect your systems from cyber threats and unauthorized access.
We’ll take care of your servers, ensuring they’re running efficiently and securely. Our server management services include regular maintenance, performance monitoring, and optimization, as well as timely updates and security patches to keep your servers stable and secure.
Devices Covered Under Subscription
As part of our subscription service, we will provide support for the following devices on your network:
- Desktop Computers and Laptops
- Servers
- Network Devices
- Network Video Recorder (NVR) Systems
- Printers and Scanners
- Storage Devices
Exclusion of Big Ticket Items
This agreement covers ongoing IT support and maintenance services. It does not include big ticket items such as full projects, new major installations, or significant hardware upgrades. These services may be provided but will be heavily subsidized. Examples of major undertakings that may fall under this category include:
1. Full Network Infrastructure Redesign:
– Overhauling your network infrastructure to improve performance, scalability, and security. This may involve redesigning network architecture, upgrading switches and routers, implementing new security protocols, and optimizing bandwidth allocation.
2. Implementation of a New ERP System:
– Deploying a new Enterprise Resource Planning (ERP) system to streamline business processes such as finance, HR, inventory management, and customer relations. This includes system configuration, data migration from legacy systems, user training, and ongoing support.
3. Migration to a New Cloud Platform:
– Transitioning your IT infrastructure and applications to a new cloud platform such as AWS, Azure, or Google Cloud. This involves assessing current workloads, planning migration strategies, ensuring data integrity during transfer, and optimizing cloud resources for cost-efficiency and performance.
4. Large-Scale Hardware Procurement and Installation:
– Acquiring and deploying new hardware at a significant scale, such as servers, storage arrays, or networking equipment. This includes evaluating hardware requirements, selecting suitable equipment, installation, configuration, and integration into existing IT environments.
5. Virtualization Deployment:
– Implementing virtualization technologies to consolidate servers, desktops, or storage resources. This can include deploying hypervisor platforms, virtual machine migration, and optimizing resource utilization across virtualized environments.
6. Unified Communications System Integration:
– Deploying a unified communications system that integrates voice, video, messaging, and collaboration tools into a single platform. This may include migrating from traditional PBX systems to VoIP solutions and integrating with existing business applications.
7. Enterprise-wide Software Upgrade:
– Upgrading critical enterprise software systems such as CRM (Customer Relationship Management) or ERP (Enterprise Resource Planning) systems to newer versions or entirely new platforms. This involves data migration, user training, and ensuring compatibility with existing business processes.
8. Data Center Relocation or Expansion:
– Relocating or expanding your data center facilities to accommodate growth or improve redundancy and disaster recovery capabilities. This includes planning for hardware migration, network reconfiguration, and ensuring minimal downtime during the transition.
9. Cybersecurity Audit and Remediation:
– Conducting a comprehensive cybersecurity audit to assess vulnerabilities and implementing remediation measures to enhance your organization’s security posture. This may involve upgrading firewalls, implementing advanced threat detection systems, and enhancing employee training on security best practices.
For such undertakings, we will provide detailed proposals outlining the scope, timeline, and costs involved. These projects will be managed separately from this agreement to ensure dedicated attention, specialized expertise, and alignment with your strategic business objectives.
This section emphasizes that while these major projects are not covered under the standard IT support agreement, we are prepared to support and execute them with detailed planning and transparent communication to meet your business needs effectively.
This consolidated list provides a comprehensive overview of major projects that require specialized planning and execution, emphasizing our commitment to supporting your business growth while maintaining transparency and strategic alignment.
List of Customer Devices
| Device Type | Manufacturer | Model | Serial Number | Location | Additional Notes |
|---|---|---|---|---|---|
| Desktop Computer | |||||
| Laptop | |||||
| Server | |||||
| Network Router | |||||
| Network Switch | |||||
| Firewall | |||||
| NVR System | |||||
| Printer | |||||
| Scanner | |||||
| Storage Device |
What We Need from You
To provide the best service, we need a little help from you:
- Access:
- Please grant us the necessary access to your systems and premises. This includes administrative access to your software and hardware, as well as physical access to your site for routine visits. Full access allows us to perform diagnostics, troubleshooting, maintenance, and updates efficiently and effectively.
- Communication:
- Keep us informed about any issues or changes in your IT environment. Promptly reporting problems and providing detailed information helps us address your concerns more effectively. Additionally, inform us of any changes to your hardware, software, or network setups, as these can impact the services we provide.
- Timely Payments:
- Ensure timely payment of your subscription fees to avoid service interruptions. Your prompt payment allows us to maintain the high level of service you expect and ensures that we can continue to invest in the best tools, technologies, and personnel to support your business.
- Collaboration:
- Work collaboratively with our team. This means being available for scheduled maintenance and updates, participating in periodic reviews of your IT environment, and providing feedback on our services. Your active participation helps us tailor our support to better meet your needs.
- Security Practices:
- Adhere to recommended security practices. This includes using strong, unique passwords for your systems, regularly updating your software and hardware, and following any other security guidelines we provide. Your cooperation in maintaining a secure IT environment helps us protect your business from threats.
- Documentation:
- Provide us with accurate and up-to-date documentation of your IT systems and infrastructure. This includes network diagrams, system configurations, and details of any custom setups. Comprehensive documentation allows us to understand your environment better and respond more effectively to issues.
- Training:
- Ensure your staff is adequately trained to use your IT systems and follow best practices. Providing basic IT training and awareness to your employees can prevent common issues and improve overall efficiency. We can also offer training sessions as part of our services to help your team get the most out of your IT systems.
Subscription Fees
Our services are offered on a subscription basis. Your fee covers all the services listed above. Here’s how it works:
- Monthly Fee: 3,500 TTD (This is the typical fee for most SMEs but can vary based on network size, devices and technology. A consultation may be required to determine if your business is eligible for this package.)
- Payment Terms: Payments are due on the 26th of each month.
- Implementation Fee: A one-time implementation fee of 3,500 TTD (This is the typical fee for most SMEs but can vary based on network size, devices and technology. A consultation may be required to determine your implementation cost.) is required to cover the initial setup and integration of our services with your systems. This fee is due upon signing this agreement.
Term and Termination
This agreement is initially for a 12-month term. After this term, the contract can be cancelled with 30 days’ notice. Here’s what you need to know:
- Initial Term: 12 months from the start date.
- Cancellation: After the initial term, you can cancel your subscription by providing 30 days’ notice in writing via email to mail@whitecanvassolutions.com.
- Changes: If you need to change your service plan, just let us know. We’re here to accommodate your needs.
Contact Information
If you have any questions or need support, please contact us at:
White Canvas Solutions Limited
Email: mail@whitecanvassolutions.com
Phone: +1 (868) 320-5529 (WhatsApp)
We’re thrilled to have you as a customer and look forward to supporting your business!
Sincerely,
The White Canvas Solutions Limited Team