| Unlimited hours per month (M-F 8-5) for included services (exceptions below) | | Y |
| Remote support | | Y |
| On-site support | | Y |
| Regular proactive and strategic service visits (vCIO, periodic reviews, re-assessments, account management) | | Y |
| IT vendor management (supported ISP, copier/printer, phone system, domain name, software, SaaS) | | Y |
| Application maintenance/updates and troubleshooting for applications with current vendor support | | Y |
| Setup a new user on existing PC (e.g. replacing a former employee), on a PC under warranty | | Y |
| Instructions for mobile phone setup/connectivity - troubleshooting done by phone/carrier vendor(s) | | Y |
| Documentation of IT systems Configurations (made available to client upon request) | | Y |
| Software patches available via Qoverage's 3rd-party patch management system | | Y |
| Software patches NOT available via Qoverage's 3rd-party patch management system (see exceptions) | | Y |
| Email Security Filtering support - if applicable and current support agreement in place (optional addition) | | Y |
| Hardware repair - for products covered under manufacturer warranty, sold by Qoverage | | Y |
| Qoverage Remote Monitoring and Management (RMM) agent - installation and configuration | | Y |
| Solution design (adding something new, solving a business problem, how should we 'x', etc.) | Solution Design | N |
| Setup a new PC (new user or existing user) | New PC Setup | N |
| Setup new hardware | New Hardware Setup | N |
| Hardware related issue or hardware repair - out of warranty hardware | Out of Warranty Hardware | N |
| Repair, troubleshooting, or setup of out-of-warranty, unsupported, EOL, ineligible, or unapproved device | Unsupported System | N |
| Applications major-version upgrades | Major Software Update | N |
| New software rollout | New Software Rollout | N |
| User's personal PC or home network | Personal PC/Network | N |
| End-user training (e.g. how to use Excel - up to once per application per user, as a courtesy) | End User Training | N |
| Applications with no vendor support agreement | Unsupported App | N |
| Performance or other problems on systems not procured or approved by Qoverage | Unapproved System | N |
| Operating Systems with no vendor support agreement (e.g. Windows XP, Server 2003) | Unsupported O/S | N |
| Repair made necessary by alteration of hardware/software not done by Qoverage (client, or a vendor) | Client/vendor Caused Issue | N |
| Unmanaged Ethernet switch, or any network hardware not approved by Qoverage | Unapproved Hardware | N |
| Phone system support (other than VoIP installed by Qoverage) | Phone System not Q VoIP | N |
| Website management - changes to website, content, hosting, DNS, SSL certificates | Website Support | N |
| Cybersecurity-related incident response - malware infection and/or hacking by malicious actor(s) | Cybersecurity Incident | N |
| Cybersecurity insurance related - client is solely responsible for procuring and maintaining appropriate policies | Cybersecurity Insurance | N |
