Automated Business Technologies
Services Guide
This Services Guide contains provisions that define, clarify, and govern the scope of the services
described in the Quote. If you do not agree with the terms of this Services Guide, you should not sign the
Quote.
This Services Guide is governed under our Master Services Agreement (“MSA”). Capitalized terms in this
Services Guide will have the same meaning as the capitalized terms in the MSA.
Initial Audit / Diagnostic Services
In most cases, we will conduct an initial audit of your IT environment to determine the readiness for, and
compatibility with, our proposed ongoing managed services. This audit may include:
• Audit to determine general Environment readiness and functional capability
• Review of hardware and software configurations
• Basic security vulnerability check
• Basic backup and file recovery solution audit
• Asset inventory
• Email and website hosting audit
• IT support process audit
Onboarding Services
Onboarding is the stage during which we prepare your IT environment for the monthly managed services
described in the Quote. During this phase, we will work with your Authorized Contact(s) and may:
• Uninstall any monitoring tools or other software installed by previous IT service providers
• Compile a full inventory of all protected servers, workstations, and laptops
• Uninstall any previous endpoint protection and install our managed security solutions
• Install remote support access agents on each managed device
• Configure Windows® and application patch management agents
• Optimize device performance including disk cleanup and endpoint protection scans
• Review firewall configuration and other network infrastructure devices
• Review and document current server configuration and status
• Determine existing business continuity strategy and prepare backup options
Ongoing / Recurring Managed Services
The table below describes all managed services provided or facilitated by ABT; however, only those
services specifically described in the Quote will be provided to you.
Services Table (Summary)
Service Description
Backup and File
Implementation and facilitation of a backup and file recovery solution.
Recovery
Includes 24/7 monitoring, troubleshooting of failed backup disks,
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Service |
Description |
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preventive maintenance, and daily recovery verification. Data encrypted in transit and at rest (256-bit AES). |
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Backup Monitoring |
Monitoring backup status for certain backup applications. Monitors successful completion, failure errors, and destination free space. Note: Monitoring only – not a backup and file recovery solution. |
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Dark Web Monitoring |
Continuous human and machine-powered monitoring to determine if supplied credentials are located on the dark web. Client-supplied credentials are added to the monitoring system. |
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Email Threat Protection |
Managed email protection from phishing, BEC, SPAM, and email-based malware. Protects against social engineering attacks. |
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Endpoint Antivirus & Malware Protection |
AI and machine learning endpoint protection. Detects unauthorized behaviors, blocks suspicious actions, and protects against file-based and fileless malware. |
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Extended Detection & Response (XDR) |
Automated correlation of data across multiple security layers. Includes next-generation deep learning malware detection, data loss prevention, and on-demand endpoint isolation. |
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End User Security Awareness Training |
Online on-demand training videos, quizzes, and simulated phishing email campaigns. |
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Firewall as a Service |
Firewall configured for your organization’s needs. Prevents external hackers from accessing internal networks. Appliance provided by ABT (subject to hardware-as-a-service terms; must be returned upon termination). |
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Firewall Solution (Client-supplied) |
Monitors, updates, and supports a Client-supplied firewall appliance. |
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Managed Detection & Response (MDR) |
24×7 managed network detection and response, real-time threat hunting, and real-time threat response. |
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Password Manager |
Secure password vault, password generation, financial information vault, and browser/mobile app access. |
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Remote Helpdesk |
Remote support during normal business hours for managed devices and covered software. Onsite support included for locations within 50 miles of primary corporate location. |
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Remote Infrastructure Maintenance & Support |
Configuration, monitoring, and preventative maintenance for managed IT infrastructure. |
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Remote Monitoring and Management |
24×7 software agent monitoring. Includes capacity monitoring, OS inspection, and patch management. |
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Security Incident & Event Monitoring (SIEM) |
Industry-leading SIEM solution. Detects threats from external and insider sources. Monitoring and alert-based only; remediation is not included in scope. |
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Server Monitoring & Maintenance |
24×7 server monitoring. Includes online status, capacity, performance, and security monitoring. |
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Multi-Factor Authentication |
MFA solution including two-factor authentication for on-premises and cloud-based applications. |
Service Description
Server Next-Generation
Next-generation antivirus for server OS. Includes data loss prevention,
Antivirus
exploit prevention, and malicious traffic detection.
Updates & Patching Remote deployment of updates, patches, and security updates for all
managed hardware and software.
Virtual CIO (vCIO) Strategic IT guidance, technology planning, documentation, and
participation in scheduled meetings.
Voice Over IP (VoIP)
Best effort VoIP telephone support. ABT will work with current VoIP
Services
provider to help troubleshoot and resolve Voice over IP issues.
AI Security Protection Cyber-threat monitoring and enforced policy management for all
AI solutions within the organization.
Workstation Next-
Next-generation workstation malware protection. Includes data loss
Generation Malware
prevention and boot record protection. Part of ABT’s Advanced
Solution
Threat Protection
Workstation Monitoring
24×7 workstation monitoring. Includes online status, capacity,
& Maintenance
performance, and security monitoring.
Complete Help Desk
Comprehensive end-user technical support provided by ABT’s certified
Services (M–F 8am–
help desk technicians during standard business hours (Monday–Friday,
5pm)
8:00 AM–5:00 PM).
Complete Server
Full 24/7/365 monitoring, management, and Tier 3 remediation for Client’s
Support (Elite Server
physical and virtual server infrastructure. Managed by ABT’s certified
Care) (7 days/week, 24
senior engineers with guaranteed response times and rapid escalation.
hours/day)
Advanced Threat
Enterprise-grade cybersecurity protection deployed across all 33 managed
Protection
endpoints (workstations, laptops, and servers) with 24/7/365 monitoring
and active threat remediation through ABT’s Security Operations Center
(SOC).
Premium Continuity
Fully managed cloud-based backup and disaster recovery solution for
Backup & Disaster
Client’s server environment.
Recovery (BDR)
Policies and Procedures Applicable to Services
Software Licensing: All software provided to you by or through ABT is licensed, not sold, to you.
Covered Environment: Services will be applied to the number of devices indicated in the Quote.
Physical Locations: Services will be provided remotely unless an onsite visit is required. All onsite
Services will be provided at Client’s primary business location unless otherwise agreed.
Minimum Requirements / Exclusions: The following minimum requirements must be maintained at all
times:
• Server hardware must be under current warranty coverage
• All equipment with Windows® must be running currently supported versions with all latest critical
updates installed• All software must be genuine, licensed, and vendor-supported
• All wireless data traffic must be securely encrypted
• All servers must be connected to working UPS devices
• Client must provide exclusive administrative privileges to the Environment
Exclusions: Services not expressly described in the Quote will be out of scope. The following services
are expressly excluded:
• Customization of third party applications or programming of any kind
• Support for operating systems or hardware no longer supported by the manufacturer
• Data/voice wiring or cabling services
• Battery backup replacement
• Equipment relocation
• The cost to bring the managed environment up to minimum requirements (unless noted in the
Quote)
Service Levels
Response, repair, and/or remediation services will be provided during our business hours (M-F, 8 AM – 5
PM Mountain Time, excluding legal holidays), unless otherwise specifically stated in the Quote.
Trouble / Severity Response Time
Critical / Service Not Available (all users and
Response within two (2) business hours after
functions unavailable)
notification
Significant Degradation (large number of users or
Response within four (4) business hours after
business critical functions affected)
notification
Limited Degradation (limited users affected,
Response within eight (8) business hours after
business process can continue)
notification
Small Service Degradation (one user affected) Response within two (2) business days after
notification
Long Term Project, Preventative Maintenance Response within four (4) business days after
____________________________________________________________________________________
notification
Direct ticket submission via ABT Chat funcion Response within one (1) to five (5) minutes
after notification (Within normal business hours)
Additional Policies
Anti-Virus; Anti-Malware
Our anti-virus / anti-malware solution will generally protect the Environment from becoming infected with
new viruses and malware. We do not warrant or guarantee that all Malware will be detected, avoided, or
removed.
Breach/Cyber Security Incident Recovery
Unless otherwise expressly stated in the Quote, the scope of the Services does not include the
remediation and/or recovery from a Security Incident. Such services, if requested, will be provided
on a time and materials basis.Fair Usage Policy
Our Fair Usage Policy applies to all services designated as “unlimited.” You agree to refrain from creating
urgent support tickets for non-urgent issues or requesting excessive support services inconsistent with
normal industry usage patterns.
Hosted Email
You are solely responsible for the proper use of any hosted email service provided to you.
Hosted Email solutions are subject to acceptable use policies (AUPs). You agree to refrain from
uploading, posting, transmitting or distributing any prohibited content, including content that is obscene,
illegal, or violates third-party intellectual property or privacy rights.
ABT reserves the right, but not the obligation, to suspend Client’s access to the Hosted Email service
solely (i) upon written notice to Client’s Authorized Contact describing the specific AUP violation in
reasonable detail, and (ii) only to the extent strictly necessary to remediate a verified AUP violation
directly attributable to the Hosted Email service. ABT shall not suspend any other services or systems
based on suspected Hosted Email misuse, and shall restore access promptly upon Client’s remediation of
the identified violation.
Backup (BDR) Services
All data transmitted over the Internet may be subject to malware and computer contaminants. BDR
services require a reliable, always-connected internet solution. Data backup and recovery time will depend
on the speed and reliability of your internet connection.
Procurement
Equipment and software procured by ABT on Client’s behalf may be covered by manufacturer warranties,
which will be passed through to Client to the greatest extent possible.
Penetration Testing; Vulnerability Scanning
You understand and agree that security devices, alarms, or other security measures may be tripped
during penetration testing and/or vulnerability scanning processes. You will be solely responsible for
notifying any monitoring company and all law enforcement authorities.
Obsolescence
If any portion of the managed environment becomes outdated or reaches end-of-support status from the
manufacturer, we may designate the device or software as “unsupported” and require you to update the
Obsolete Element within a reasonable time period.
VoIP – Dialing 911 (Emergency) Services
There is an important difference in how 9-1-1 (emergency) services can be dialed using a VoIP service as
compared to a traditional telephone line. Calling emergency services using a VoIP service is referred to
as “E911.”
Registration: You are responsible for activating the E911 dialing feature by registering the address
where you will use the VoIP service.Location: The address you provide in the control panel is the location to which emergency services will
respond.
Power Loss: If you lose power, the E911 calling service will not function until power is restored.
Internet Disruption: If your internet connection is lost, E911 calling will not function until the internet
connection is restored.
Acceptable Use Policy
The following policy applies to all hosted services provided to you. ABT does not routinely monitor the
activity of hosted accounts except to measure service utilization, security-related purposes, and billing-
related purposes.
Violations of this AUP include:
• Harmful or illegal uses: Use for illegal purposes, to cause harm to minors, or to transmit
material that threatens or encourages bodily harm.
• Fraudulent activity: Use to conduct any fraudulent activity or deceptive practices.
• Forgery or impersonation: Adding, removing, or modifying identifying network header
information to deceive.
• SPAM: Use to transmit any unsolicited commercial or bulk e-mail.
• Cryptomining: Using any portion of Hosted Services for mining cryptocurrency.
• Unauthorized access: Use to access or attempt to access accounts of others or to penetrate
security measures.
• IP infringement: Use to transmit materials that infringe intellectual property rights of any third
party.
• Distribution of malware: Intentional distribution of software that attempts to cause damage or
annoyance.
Last Updated: September 2026