LEAP FORWARD TECHNOLOGIES offers three (3) tiers of Subscription: Leap Basic, Leap Pro & Leap Advanced. Each tier includes features defined below based on Client’s selected subscription as indicated on the SOW. Reference the SOW to ensure that you have purchased the correct service tier that includes the features required for your company’s needs.
Remote Support: During our normal business hours, LEAP FORWARD TECHNOLOGIES will attempt to resolve day-to-day IT support incidents via remote support tools for existing systems and software that we manage. This includes troubleshooting hardware, software, printing, network and other IT-related issues relevant to Client’s corporate systems. LEAP FORWARD TECHNOLOGIES will attempt to resolve such technical problems in a professional, reasonable, and timely manner, taking into consideration the circumstances and nature of the technical problems. Unlimited Remote Support does not assure that every request for technical support will be resolved to Client’s satisfaction. LEAP FORWARD TECHNOLOGIES has limited proprietary information from vendors, manufacturers, and developers, and may not have the ability to obtain the proprietary information necessary to resolve Client’s technical problem. Technical problems that arise may be a result of software or hardware errors or problems that may not be correctable or may be too difficult to resolve remotely, at which point LEAP FORWARD TECHNOLOGIES, at its own discretion, will determine if on-site support services are required. Business line application support is provided on a best effort basis and only if Client has a current manufacturer support contract and/or agreement allowing LEAP FORWARD TECHNOLOGIES to initiate a manufacturer service request for support on behalf of Client. Remediation does not include changes to the status quo such as the installation, implementation, or integration of devices or software to the environment. Changes to the status quo will be considered Out of Scope.
Onsite Support: When deemed necessary by LEAP FORWARD TECHNOLOGIES and approved via client point of contact, onsite support will be provided during normal business hours and scheduled as time permits taking into consideration the priority of the ticket. The necessity of having onsite support instead of remote support will be determinted by LEAP FORWARD TECHNOLOGIES staff. If onsite support is requested in lieu of remote support by the client additional fees may be charged.
Office 365 Business Premium: LEAP FORWARD TECHNOLOGIES shall provide manage for all licensed users, access to Client’s Microsoft 365 environment including: Manage Exchange Online settings, including email routing, security settings, spam filtering, and other related tasks; Manage SharePoint and OneDrive such as storage quotas, sharing permissions, document security, and collaboration settings; Adding or removing Microsoft licenses and assisting with general billing questions. Client agrees that LEAP FORWARD TECHNOLOGIES shall have full administrative control of Client’s Microsoft 365 tenant in order to effectively provide this service.
Password Manager: LEAP FORWARD TECHNOLOGIES will provide, deploy and configure a password manager product to user accounts that we manage. At our discretion, we may leverage multiple such products to meet our internal objectives. Deviation from LEAP FORWARD TECHNOLOGIES standard configurations and/or Client requested customizations may result in additional fees or out of scope charges.
Remote Network Access: LEAP FORWARD TECHNOLOGIES will provide, deploy and configure client with remote access to client network when feasible to run on premise applications. This is dependent on vendor support and connectivity options available from vendor.
User Account Management: This includes creating and managing user accounts, assigning licenses, managing user access and permissions, and handling user onboarding and offboarding processes so long as Client utilizes Microsoft Active Directory, or Microsoft Office 365. LEAP FORWARD TECHNOLOGIES will provision new user accounts and assist new users with their initial logon to the system. This will include ensuring printers are mapped, Office365 applications are mapped and configured, enrollment in MFA, etc. This does not displace the need for proper computer hardware and operating system configuration and assumes a computer that is already fully configured is ready for use.
User Verification: LEAP FORWARD TECHNOLOGIES makes best effort to validate and confirm the identity of individuals requesting support which requires the use of third-party software installed and configured on Client’s end user mobile devices.
Self-Service Password Reset: Client end users can regain access to their accounts quickly and securely in case they forget their passwords or encounter login issues. This requires third-party application to be installed and configured on Client’s end user mobile device.
Mobile Device Support: LEAP FORWARD TECHNOLOGIES will provide mobile smart phone support specific to synchronization with Client’s Microsoft Office 365 email systems. Mobile smart phones must have a data plan from the phone carrier and be running current, or the most recent previous version, of iPhone, or Android operating software. In order to configure and support additional mobile device security and management functionality it is required the Client subscribe to the Microsoft Office 365 licensing that includes this ability.
User Awareness Security Training: LEAP FORWARD TECHNOLOGIES will provide, deploy and configure User Awareness Security Training software and modules. Client will assign a representative to take ownership and ensure all staff are completing training as required per client policy. Deviation from LEAP FORWARD TECHNOLOGIES standard configurations and/or Client requested customizations may result in additional fees or out of scope charges.
Compliance Assessment & Implementation: LEAP FORWARD TECHNOLOGIES will assist client with assessing the current environment and providing a roadmap to meet basic industry compliance requirements for clients Industry. If LEAP FORWARD TECHNOLOGIES deems additional outside vendors are required for more detailed assessments we will assist clients in locating and evaluating vendors to perform assessments. Any work done by outside 3rd party vendors will be at clients expense.
NextGen Antivirus: LEAP FORWARD TECHNOLOGIES will provide, deploy and configure NextGen Antivirus software protection to Windows computer(s) that we manage. At our discretion, we may leverage multiple such products to meet our internal objectives. Deviation from LEAP FORWARD TECHNOLOGIES standard configurations and/or Client requested customizations may result in additional fees or out of scope charges.
Endpoint Detection & Response (EDR): LEAP FORWARD TECHNOLOGIES will provide, deploy and configure an EDR product to each Windows computer that we manage. Utilizing behavioral analysis and machine learning algorithms, EDR continuously monitors endpoint activity to detect and respond to malicious behavior in real-time enabling it to identify and thwart known and unknown threats, including malware, ransomware, fileless attacks, and zero-day exploits. At our discretion, we may leverage multiple such products to meet our internal objectives. Deviation from LEAP FORWARD TECHNOLOGIES standard configurations and/or Client requested customizations may result in Out of Scope Fees.
24×7 Managed Detection and Response: Using both automated tools and human security experts, client endpoints will be monitored 24 hours a day 7 days a week 365 days a year for suspicious activity or threats. If suspicious activity is found the security team will take action to neutralize the threat and work to try and prevent any further harm to the client environment.
Office 365 Email and Files Backup: LEAP FORWARD TECHNOLOGIES will provide, deploy and configure office 365 email and files backup software and modules. At our discretion, we may leverage multiple such products to meet our internal objectives. Deviation from LEAP FORWARD TECHNOLOGIES standard configurations and/or Client requested customizations may result in additional fees or out of scope charges.
Advanced Email Spam Filtering: LEAP FORWARD TECHNOLOGIES will provide, deploy and configure office 365 email and spam filtering for inbound email. At our discretion, we may leverage multiple such products to meet our internal objectives. Deviation from LEAP FORWARD TECHNOLOGIES standard configurations and/or Client requested customizations may result in additional fees or out of scope charges.
Secure DNS and Malicious Website Protection: LEAP FORWARD TECHNOLOGIES will provide, deploy and configure software to assist in protecting against malicious websites and DNS requests. At our discretion, we may leverage multiple such products to meet our internal objectives. Deviation from LEAP FORWARD TECHNOLOGIES standard configurations and/or Client requested customizations may result in additional fees or out of scope charges.
Phishing Protection: LEAP FORWARD TECHNOLOGIES will provide, deploy and configure phishing protection software for inbound email. At our discretion, we may leverage multiple such products to meet our internal objectives. Deviation from LEAP FORWARD TECHNOLOGIES standard configurations and/or Client requested customizations may result in additional fees or out of scope charges.
24×7 Office 365 Security Monitoring and Response: Using both automated tools and security experts clients Office 365 environment will be monitored around the clock for suspicious activity and logins. Any suspicious activity or logins will be investigated and responded to as deemed appropriate which may include temporarily disabling a users account or other actions to further protect the clients Office 365 environment.
SAAS Account Monitoring: LEAP FORWARD TECHNOLOGIES will provide, deploy and configure software for monitoring SAAS account creation and unauthorized use with clients domain name. At our discretion, we may leverage multiple such products to meet our internal objectives. Deviation from LEAP FORWARD TECHNOLOGIES standard configurations and/or Client requested customizations may result in additional fees or out of scope charges.
Workstation Document Backup: LEAP FORWARD TECHNOLOGIES will provide, deploy and configure software for backing up Microsoft office document files. This is a limited backup to office document files only, for more information contact your account manager. At our discretion, we may leverage multiple such products to meet our internal objectives. Deviation from LEAP FORWARD TECHNOLOGIES standard configurations and/or Client requested customizations may result in additional fees or out of scope charges.
Centralized File Storage and Backup: LEAP FORWARD TECHNOLOGIES will provide, deploy and configure solutions for centralizing file storage in either O365, customer on premise hardware or 3rd party cloud solutions. Data stored in these solutions will be backed up according to industry best practices taking into account any software or hardware limitations. At our discretion, we may leverage multiple such products to meet our internal objectives. Deviation from LEAP FORWARD TECHNOLOGIES standard configurations and/or Client requested customizations may result in additional fees or out of scope charges.
Vendor Management: LEAP FORWARD TECHNOLOGIES shall interface with Client’s contracted third-party technology vendors to the best of our ability and only if Client has a current vendor support contract and/or agreement allowing LEAP FORWARD TECHNOLOGIES to initiate a service request for support on behalf of Client. In some situations, vendors may be unsuccessful in their efforts to solve problems. LEAP FORWARD TECHNOLOGIES cannot be held responsible for the performance of third-party vendors. Additionally, vendors may require (or common sense may dictate) that Client’s staff interact with vendors for specific issues that require demonstrations of specific failures or day-to-day use issues that LEAP FORWARD TECHNOLOGIES will be unable to perform and/or replicate.
Dark Web Monitoring: LEAP FORWARD TECHNOLOGIES will provide, deploy and configure software to monitor the Dark Web for user accounts and passwords that have been involved in a previous data breach. Not all data breaches can be scanned with our tools and this may not show all possibly previous breaches. At our discretion, we may leverage multiple such products to meet our internal objectives. Deviation from LEAP FORWARD TECHNOLOGIES standard configurations and/or Client requested customizations may result in additional fees or out of scope charges.
Application Control: LEAP FORWARD TECHNOLOGIES will provide, deploy and configure software to regulate and manage the execution and running of software and applications on clients computers and network that may be harmful to the client environment. At our discretion, we may leverage multiple such products to meet our internal objectives. Deviation from LEAP FORWARD TECHNOLOGIES standard configurations and/or Client requested customizations may result in additional fees or out of scope charges.
Print A.U.D.I.T: LEAP FORWARD TECHNOLOGIES will assist client with reviewing print and copy machine needs, including review of current managed print contracts, reviewing currently installed devices and working with the client to forecast future needs. LEAP FORWARD TECHNOLOGIES will also assist with obtaining bids and reviewing proposals from various vendors for managed print contracts to assist client in selecting a print vendor.
Network Hardware Replacement: After client purchases standardized hardware during onboarding LEAP FORWARD TECHNOLOGIES will replace specified hardware at no cost when deemed necessary by LEAP FORWARD TECHNOLOGIES during the lifetime of the agreement. Only hardware specifically included on monthly invoices is covered by this replacement coverage, it may not include all hardware at client site. At our discretion, we may leverage multiple such products to meet our internal objectives. Deviation from LEAP FORWARD TECHNOLOGIES standard configurations and/or Client requested customizations may result in additional fees or out of scope charges.
Domain Name Management: LEAP FORWARD TECHNOLOGIES will handle renewal of domain names including associated costs for up to 2 domain names not to exceed $100 per year. Domain names must be held in a LEAP FORWARD TECHNOLOGIES authorized registrar under the clients name to qualify for management. Additional domain names may be managed for an additional fee.
Cyber Warranty: LEAP FORWARD TECHNOLOGIES along with a 3rd party partner will provide the client the option of enrolling in a Cyber Warranty product with option paid upgrades for higher coverages. This warranty is only available to clients using all of LEAP FORWARD TECHNOLOGIES standard security tools and configurations.
Executive Business Review: As deemed necessary between LEAP FORWARD TECHNOLOGIES and client, but no less than yearly, Executive Business Reviews will be conducted to discuss clients current IT environment, recommendations and business goals and objectives.
Firewall and Network Management: LEAP FORWARD TECHNOLOGIES will make requested or needed configuration changes and perform software and/or firmware updates to the device(s) as needed following LEAP FORWARD TECHNOLOGIES best practices for the network devices that LEAP FORWARD TECHNOLOGIES manages (if any.) In most cases, firmware updates require an ongoing maintenance/security subscription from the manufacturer of the device at Client’s expense. If ongoing maintenance is not maintained or if a device is no longer supported by the manufacturer, updates may not be available, and your device may be at risk for security compromise. LEAP FORWARD TECHNOLOGIES will make every effort to notify you in such a situation.
Workstation Maintenance & Patching: LEAP FORWARD TECHNOLOGIES will provide patching of Microsoft windows operating system and various 3rd party products to assist in maintain a stable and secure IT environment. At our discretion, we may leverage multiple such products to meet our internal objectives. Deviation from LEAP FORWARD TECHNOLOGIES standard configurations and/or Client requested customizations may result in additional fees or out of scope charges.
Server Maintenance & Patching: LEAP FORWARD TECHNOLOGIES will provide patching of Microsoft server operating systems and various 3rd party products to assist in maintaining a stable and secure IT environment. A standard reboot schedule for servers will be created followed based on client input. Deviation from LEAP FORWARD TECHNOLOGIES standard configurations and/or Client requested customizations may result in additional fees or out of scope charges.
Onsite Technician Visit: Based on the client’s selected support package, a technician from LEAP FORWARD TECHNOLOGIES shall conduct an onsite visit either annually or quarterly. During this visit, the technician will perform a visual inspection of network and server hardware and assess the environment, providing any recommendations based on observed findings. At the discretion of LEAP FORWARD TECHNOLOGIES, this visit may be combined with other scheduled onsite visits for technical support or account review purposes.
Data Backup: LEAP FORWARD TECHNOLOGIES shall provide online backup services for servers and NAS devices as specified in the Scope of Work (SOW) and reflected in monthly invoices. Backups will be stored offsite from the client’s location for the systems covered under the SOW. LEAP FORWARD TECHNOLOGIES will use reasonable efforts to verify the integrity of these backups to facilitate potential restoration; however, LEAP FORWARD TECHNOLOGIES makes no express or implied guarantees regarding the successful restoration of data.