Effective: January 1, 2025

Statement of Work/Services Provided

This listing of TAZ Networks Services will provide a statement of work for each service and what if any product is included in that Service.

Managed IT Care v2

Security Care Network Compliance Monitoring (SIEM Solution)

Managed Firewall

Security Care – Managed ITDR

Compliance Care

Managed IT Care v2

This is TAZ Networks’ Managed IT Services Contract.

Included Services

  • Unlimited IT Support for Named Users – This agreement provides unlimited support to the TAZ Networks Service Desk and TAZ Networks personnel for remote and on site support or maintenance items.  Services are procured by contacting the Service Desk via telephone, email or client support portal.
    • Service Desk Hours are 7 AM to 5 PM EST Monday Through Friday
    • Extended Hours are available for Critical Items Only by an on call consultant from 5 PM to 9 PM EST Weekdays and 8 AM to 9 PM EST Weekends and Holidays
    • SLA – Our standard service level agreement is that your tickets are responded to within 2 hours by our Service Desk.  Resolution times will vary according to the problem but our best attempt is made to always provide an acceptable solution with one business day.  Currently 80% of our tickets are completed by the next business day.
    • Critical Items – For all critical items we suggest doing one of the following 2 items.  1.  Call the Service Desk and talk to a consultant and flag the item as critical.  2.  Enter a ticket into our ticketing portal and mark the level of the ticket as Critical.  Our entire team is notified of critical tickets and response will be within 1 hour.  Please note that we ask that items that are marked critical are deemed such by your organization and include such items as multiple users or all users not being able to work.
  • 24x7x365 Network and Device/Computer/Server Monitoring – TAZ Networks uses Datto RMM as a remote monitoring and maintenance tool.  This allows TAZ Networks to be proactive with many services and be notified even before clients are aware of potential issues and downtime.
    • Workstation and Server Operating System Patching is Included with this service
    • 3rd party critical software patching for common desktop software (Adobe, etc.)
  • Managed Detection and Response (MDR) – Included with every agreement is our standard MDR solution based on Huntress.  This solution provides a real time Security Operations Center (SOC) 24×7 with threat detection and response.  When a real time threat is realized a device can be taken off the network for safety remotely and diagnosed and worked on with the SOC and TAZ Networks personnel.
  • Managed Firewall – Each agreement includes a SonicWall Unified Threat Management (UTM) device with secure 24×7 monitoring.  This enterprise level firewall gives real time protection against a wide variety of security exploits.    This protects you from external as well as internal threats.  Intrusion detection as well as gateway anti-virus and anti-spyware are included on the device.  This firewall is owned by TAZ Networks but provided to you monthly.  1 Year minimum is required on the managed firewall.  If this agreement is cancelled before the 1 year, then we will try to redeploy this TAZ Networks owned firewall to another client.  Charges for disconnection may occur.  Every managed firewall is reviewed and replaced at either 3 years or when the device goes into extended support with SonicWall.
  • Backup Software and Support – Each server whether cloud based or on premise will be provided backup software and support.  TAZ Networks uses Veeam Backup and Replication.  All alerting for failed backups and resolution is included in your agreement.  Our standard backup configuration is 90 days of onsite backups and 30 days of offsite cloud storage backups.  In the event of disaster, a disaster recovery time estimate will be given.  In most cases this will be 48 hours or longer to completion.
    • Cloud Based Backup – TAZ Networks highly recommends a secondary cloud backup to an offsite storage repository that is immutable (not changeable).  Your agreement may include offsite backups at a secured facility and will be highlighted in your agreement.  All support for offsite backups is included in your agreement if cloud based backups are included in your agreement.
  • Documentation – This agreement includes full and secure client documentation of your network.  Our staff during your onboarding will create documentation pertinent to your account and then keep it up to date thereafter.  This documentation is provided in a secure cloud portal that members of your team can access at any time.
  • Account Management – Your account will have a dedicated account manager assigned to it.  This account manager is available to assist with any questions regarding your account including service levels and billing.
    • Strategic Planning – Your account manager will work with you to do strategic planning and budgeting of technology expenses for the upcoming 3-5 years
    • Quarterly Business Reviews – Your account manager will work with you to review your account quarterly and assist with items including planning and budgeting
  • Preferred Hourly Rate – All clients receive a preferred hourly rate from published time and material costs when performing work not included in their normal agreement.
  • VoIP Phone System Management – Working with your primary VoIP phone vendor TAZ Networks will include basic secondary support for your phone system and work alongside any vendor to make sure your phone system in functioning properly.  Analog phone systems are not included in this support.
  • Wireless Access Point Management – TAZ Networks will manage and support all client wireless access points.  All firmware updates, critical support, patching and network configuration is included in your agreement.
  • Maintenance and Critical Up-Time Reporting – At least quarterly a TAZ Networks consultant will provide a maintenance checklist.  This maintenance checklist will have an overview of the current environment and will serve as a double check visually of a clients network and backup health.  Included in the checklist will be critical recommendations to avoid extended downtime periods for the client.  This checklist will be reviewed by your Account Manager prior to visits to discuss any actions that can be taken.

Excluded Services

  • Project Work:  Consulting and major integration tasks considered to be major installation tasks outside of those cited in this agreement such as file server replacement or migration, network operating system upgrade and data migrations, computer workstation deployment and significant infrastructure changes will be charged at our preferred client discounted hourly rate. For major installation items a project will be created and a quote created before any work is done requiring client approval.
  • Abuse of Equipment: Any equipment repair or service necessary due to unreasonable environmental conditions or equipment applications beyond its intended use.  This would include: physical abuse, introduction of foreign substances, humidity and/or temperature extremes.
  • Move of Clients Location: Move of equipment and network infrastructure due to client’s move of locations is not included under this agreement.  Any workstation or network equipment relocation will be billed at time and material preferred rates for the client.  An account manager will give a quote of what is involved and the expense before work is performed.
  • New Computer Installations: Installation and configuration of new computers for users can be handled by TAZ Networks and will be billed hourly at the preferred hourly rate. A quote for estimated labor costs will be provided to client prior to install. Please note that computers not purchased through TAZ Networks may not meet network standards and may require extended install time.
  • Compliancy and Auditing Efforts: Work of any kind to have the client meet a compliancy or auditing requirement or renew a compliancy are not in the scope of this agreement unless duly noted.  TAZ Networks will make every effort to work with the client to meet any compliancy or auditing needs.  Compliancy work is fully billable and prior to start of work a quote with an estimated number of hours to complete or get trained on the compliancy needs will be created.  Examples of this compliancy include HIPAA, ITAR, NIST, CMMC and others.  Examples of auditing are any paperwork or security audits required by the client’s vendors including insurance requirements.

Security Care Network Compliance Monitoring (SIEM Solution)

Security Care Network Compliance Monitoring is the most comprehensive solution for businesses that need to meet critical compliance requirements. It utilizes industry-leading Security Information and Event Management (SIEM) technology to collect, analyze and correlate information from network devices, endpoint logs and threat intelligence feeds. This enables you to provide alerting, auditing, reporting and log retention to SMBs that need to meet common regulatory requirements, such as, PCI, CMMC, HIPAA and NIST-800. It provides fully supported endpoint monitoring and threat detection to identify active threats and remediate attacks. This service adds an additional layer of security to rapidly identify and halt even the most sophisticated attacks, minimizing harm and reducing risks.

  • Base Fee – Our base fee covers our standard support for the SIEM monitoring solution.  Any support regarding the SIEM solution is covered under a Security Care Network Compliance agreement
  • Device Fee – Our SIEM solution is based on Huntress SIEM.  Each device (workstations, firewalls and servers) setup with Huntress SIEM will be charged a fee.  The Huntress SIEM provides 24x7x365 Network Security Operations Center (SOC) personnel who will monitor and alert TAZ Networks to potential issues.

Managed Firewall

Our managed firewall solution includes a SonicWall Unified Threat Management (UTM) device with secure 24×7 monitoring.  This enterprise level firewall gives real time protection against a wide variety of security exploits.    This protects you from external as well as internal threats.  Intrusion detection as well as gateway anti-virus and anti-spyware are included on the device.  This firewall is owned by TAZ Networks but provided to you monthly.  1 Year minimum is required on the managed firewall.  Charges for disconnection may occur.  Every managed firewall is reviewed and replaced at either 3 years or when the device goes into extended support with SonicWall.

Services Included

  • All monitoring and alerting 24x7x365
  • Anti-Virus and Anti-Spyware Services
  • Intrusion Detection Services
  • Firmware and Security Updates on the Firewall Device
  • Reporting from the firewall including threats stopped
  • Network Security Management (NSM) included with standard 7 day log retention for audit purposes

Services Not Included

  • Any labor associated with an intrusion detection attempt

Security Care – Managed ITDR

Our Security Care Managed Identity Threat Detection and Response (ITDR) is based on Huntress Managed ITDR.  This provides 24x7x365 SOC real time monitoring of your Microsoft 365 Domain and Email.  Alerts and SOC investigation based on possible identity threats including password interception of your M365 email account are included.  Suspicious activity alerts of your M365 account is also included.

Services Included

  • Huntress Managed ITDR with 24x7x365 SOC Monitoring
  • Alerting to you via our tickets

Services Not Included

  • Any labor associated with a Managed ITDR threat unless included in your normal support agreement

Compliance Care

TAZ Networks Compliance Care is our “Compliance As a Service” offering for CMMC, NIST 800-171, CIS and other regulatory compliance needs.  Since compliance is not a check it and forget it, Compliance Care is an ongoing agreement to make sure your compliance needs are met.

Included Services

Base Fee – included in the Compliance Care base fee will be the following:

    • Continuous Monitoring –  Ongoing monitoring of systems and processes to ensure compliance with security frameworks
    • Automated Reporting – Regularly generate and review compliance reports
    • Policy Management – Regular updates and reviews of security policies and procedures.
    • Vulnerability Management – Regular scanning and patch management.
    • Scalepad ControlMap – ControlMap is a compliance management software that allows you to securely store your compliance documents and policies.  60+ cybersecurity frameworks are supported including CMMC, NIST 800-171, CIS, HIPAA, and others.  With this software we can do assessments, address compliancy gaps and even have third party audits done.  It shows you up to date statistics on compliance and gives you a percentage of attainment to other cybersecurity compliances.
    • 10 Hours of Support Work – Each and every month 10 hours of consultants time will be allocated.  This will make sure you remain up to date and working towards compliant efforts in your business.

Device Fee – every device includes the following:

    • Huntress MDR – If not already included a device fee will include Huntress MDR to make sure your devices are being managed with an up to date 24x7x365 Managed Detection and Response system
    • Huntress SAT – Huntress Security Awareness Training will be included for every user on the network.  This security awareness training fulfills a necessary training aspect for every cybersecurity framework.
    • Huntress SIEM – Huntress Security and Event Management will be included for every device on the network.  An important fulfillment of every cybersecurity framework is to make sure security logging and management is in place.  Huntress SIEM accomplishes this with a 24x7x365 Security Operations Center watching over your network.

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