1.b.2 · Packaged Offer
Next-Gen-Operations.
Ongoing IT operations on a retainer, with outcomes written into the agreement. Endpoint hygiene, backup verification, monitoring, patch discipline, basic network — done on a schedule, reported monthly, with someone on the hook.
- Who it's for
- Small firms whose current IT is a mix of one employee's nephew, a break-fix vendor, and wishful thinking.
- Model
- Monthly retainer. Outcome-defined SLAs — not "hours used."
- Cadence
- Weekly check (automated health), monthly report (human review), quarterly strategy call.
- Scope in
- Endpoint patch & hygiene · backup verification with restore test · monitoring & alerting · DNS & email auth drift · admin account review · user lifecycle · basic network care · tickets on defined SLA.
- Scope out
- Net-new architecture projects · application development · compliance audit prep · incident response beyond standard tier. Those get scoped separately.
What "outcome SLA" actually means
Commitments, not hours.
Patching
95%+ endpoint patch compliance, 30-day window.
Not "we'll try to patch." Reported monthly with evidence.
Backups
Verified restore test, quarterly.
A backup that hasn't been restored is a theory.
Email auth
DMARC reject maintained.
Drift detected within 48 hours, reported within 72.
Monitoring
Alerts acknowledged in 1 business hour.
Triaged and escalated on defined paths.
Admin accounts
Monthly review of privileged access.
Departures actioned within 24 hours of notification.
Reporting
One-page monthly report.
Plain English. What's green, what's yellow, what needs a decision.