Helpdesk Support Terms of Service

1. Purpose

This document defines the scope of support services provided under the Master Services Agreement. It clarifies which systems and services are supported, which are excluded, and which activities may require additional billing.

The goal is to ensure clear expectations between Ntreks and our clients regarding operational support, escalation procedures, and billable work.

2. Supported Systems

The following systems are supported under standard helpdesk services when properly managed and maintained by the MSP.

End-User Devices

  • Managed desktop computers

  • Managed laptops

  • Approved mobile devices used for business email access

Operating Systems

  • Supported versions of Microsoft Windows

  • Supported versions of macOS (if applicable)

  • Supported versions of Linux

Productivity Platforms

  • Microsoft 365 environments

  • Email platforms supported by the MSP

  • Standard office productivity software

Network Environment

  • Managed business-grade routers and firewalls

  • Managed switches

  • Managed wireless access points

Business Applications

  • Approved business software used by the organization

  • Vendor-supported line-of-business applications

3. Supported Services

Helpdesk Support

First-line assistance for user issues, including:

  • Password resets

  • Account access issues

  • Email troubleshooting

  • Basic workstation troubleshooting

  • Printer connectivity assistance

  • Network connectivity troubleshooting

  • Software login issues

  • Basic file access troubleshooting

Device Support

Support for managed endpoints including:

  • Workstation troubleshooting

  • Peripheral setup assistance

  • Basic performance troubleshooting

Security Monitoring

  • Endpoint security alerts

  • Suspicious email reporting

  • Account compromise response (initial triage)

Backup Assistance

  • File restore requests

  • Backup verification checks

4. Systems and Services Not Supported

The following items are not covered under standard helpdesk support unless specifically included in the service agreement.

Unsupported Devices

  • Personal computers not managed by the MSP

  • Personal mobile devices

  • Home networking equipment

  • Devices not connected to the client’s business network

Unsupported Software

  • Consumer software not approved by the organization

  • Unsupported or end-of-life applications

  • Software installed without authorization

Unsupported Environments

  • Systems outside the managed network environment

  • Systems where administrative control is not provided to the MSP

  • Systems running unsupported operating systems

5. Billable Services (Outside Standard Support)

The following activities are typically billed separately unless included in a higher-tier service package.

Infrastructure Work

  • Server troubleshooting and administration

  • Firewall configuration changes

  • Network architecture changes

  • Cloud infrastructure modifications

Engineering Services

  • Advanced troubleshooting beyond helpdesk scope

  • System performance investigations

  • Root cause analysis for major outages

Project Work

  • System migrations

  • Network redesign

  • Cloud migrations

  • Major software deployments

Security Services

  • Incident response investigations

  • Forensic analysis

  • Compliance consulting

Consulting Services

  • Strategic IT planning

  • Vendor management outside standard scope

  • Technology consulting projects

6. Escalation Levels

Support Level Description
Tier 1 Basic user support and troubleshooting
Tier 2 Advanced technical troubleshooting
Tier 3 Infrastructure engineering and architecture

Issues requiring Tier 2 or Tier 3 support may be subject to additional billing depending on the service agreement.

7. Support Limits

Standard helpdesk support is intended for operational troubleshooting and assistance.

The following conditions may trigger billable work:

  • Work requiring system configuration changes

  • Issues requiring infrastructure-level access

  • Requests involving new system deployments

  • Troubleshooting requiring extended engineering time

  • Work involving unsupported systems

8. Client Responsibilities

To ensure efficient service delivery, the client agrees to:

  • Maintain supported systems and software versions

  • Provide necessary administrative access to systems

  • Follow recommended security practices

  • Submit support requests through approved channels

9. Service Request Channels

Clients may request support through:

  • Helpdesk phone support

  • Helpdesk email

  • Support portal ticket submission

All requests are logged and tracked through the helpdesk system.

Helpdesk Support Tier Matrix

Service Area Tier 1 Support Tier 2 Support Tier 3 Support
Support Intake Receive phone/email/ticket requests Review escalations Incident management
Password / Account Issues Reset passwords, unlock accounts Advanced permission troubleshooting Identity infrastructure issues
Email Issues Outlook troubleshooting, login help Mail flow troubleshooting Exchange configuration / architecture
Workstation Support Basic troubleshooting, peripherals OS troubleshooting, driver issues OS deployment engineering
Printer Support Connect printers, troubleshoot user printing Print server issues Print infrastructure design
Software Issues Basic application troubleshooting Application configuration issues Vendor-level troubleshooting
Network Connectivity Wi-Fi troubleshooting, VPN assistance Network diagnostics Network architecture changes
File Access Issues Shared drive access troubleshooting Permission troubleshooting Storage infrastructure changes
Security Alerts User reporting, initial triage Malware remediation Incident response / security engineering
Backup Issues File restore requests Backup job troubleshooting Backup architecture / disaster recovery
User Device Setup Email, printer, peripheral setup Workstation rebuilds Deployment automation
Ticket Management Document and escalate tickets Investigate complex issues Root cause analysis

 

Included vs Billable Services Matrix

 

Service Type Included Support Billable Support
Password resets Yes —
Basic user troubleshooting Yes —
Email configuration Yes —
Printer connectivity Yes —
Wi-Fi troubleshooting Yes —
Software login assistance Yes —
Basic file restores Yes —
Workstation rebuild — Billable
Server troubleshooting — Billable
Network infrastructure changes — Billable
Firewall configuration — Billable
New system deployments — Billable
Cloud architecture changes — Billable
Security incident response — Billable
Major software installations — Billable
IT projects or migrations — Billable