Scope of Services

Complete transparency on what's included in our support tiers, what requires project work, and what's outside our expertise.

We believe in clear expectations. This page breaks down exactly what's covered under our managed services, what requires separate project billing, and what we don't offer. No surprises, no hidden exclusions.

✓ What's Included 📋 Project Work ⚠ What We Don't Do 📄 Full Document

✓ Included in All Managed Support Tiers

These services are part of your monthly per-user fee, regardless of tier. Higher tiers include faster response times and additional features.

🔍 Monitoring & Alerting

  • 24/7 monitoring of servers, workstations, and network devices
  • Automated alerts for critical issues (disk space, service failures, security events)
  • Performance trend analysis and capacity planning
  • Antivirus and endpoint protection monitoring
  • Network availability and bandwidth monitoring

🔄 Patch Management

  • Windows and application security updates
  • Scheduled deployment during maintenance windows
  • Pre-deployment testing in controlled environments
  • Rollback capabilities for problematic updates
  • Third-party software patching (Adobe, browsers, etc.)

🛡️ Security Baseline Management

  • Firewall configuration and rule management
  • Multi-factor authentication (MFA) setup and enforcement
  • Antivirus/EDR deployment and configuration
  • User access control and permission management
  • Security policy compliance monitoring
  • Regular vulnerability scanning

💾 Backup Management

  • Backup monitoring and failure alerts
  • Regular test restores (monthly minimum)
  • Backup job optimization and troubleshooting
  • Retention policy management
  • Documentation of backup procedures

Note: Backup storage costs and software licenses are separate. We manage the systems, you own the infrastructure.

📞 End-User Support

  • Email and phone support during business hours (9am-5pm GMT, Mon-Fri)
  • Password resets and account unlocks
  • Software installation assistance
  • Basic troubleshooting for applications and devices
  • Printer and peripheral setup
  • Email client configuration (Outlook, mobile devices)

Compliance tier includes: After-hours emergency support with 4-hour response time

📊 Reporting & Documentation

  • Monthly service reports (system health, security posture, ticket summary)
  • Network and infrastructure documentation
  • Change log and configuration tracking
  • Asset inventory management
  • Quarterly business reviews (Compliance tier)

🤝 Vendor Coordination

  • Microsoft support escalations
  • Third-party software vendor liaison
  • Hardware warranty claims (RMA coordination)
  • ISP and telecom troubleshooting coordination

Fair Use Policy

Our support tiers assume normal business use. Excessive support requests may indicate a need for infrastructure upgrades or a higher tier:

  • Startup tier: Up to 10 hours of support per month
  • Business tier: Up to 15 hours of support per month
  • Compliance tier: Up to 25 hours of support per month

Repeated excessive use will trigger a conversation about tier adjustments or infrastructure improvements.

📋 Project-Based Services (Billed Separately)

These are one-time or infrequent services billed at our hourly (£95/hr) or daily (£650/day) rates. All projects include planning, testing, and documentation.

🏗️ Infrastructure Projects

  • New server deployments (physical or virtual)
  • Network infrastructure builds (switches, firewalls, Wi-Fi)
  • Cloud infrastructure setup (Azure, AWS, etc.)
  • Storage system deployments (NAS, SAN)
  • Virtualization platform builds (Hyper-V, VMware)
  • Site-to-site VPN implementations

🔄 Migrations & Upgrades

  • Microsoft 365 tenant migrations
  • On-premise to cloud migrations
  • Email platform migrations (Exchange, Google Workspace, etc.)
  • Server operating system upgrades
  • Active Directory restructuring
  • Data center relocations

🔐 Security Projects

  • Comprehensive security assessments
  • Penetration testing coordination
  • Compliance framework implementation (Cyber Essentials, ISO 27001, etc.)
  • Security incident forensics and remediation
  • DLP (Data Loss Prevention) implementations
  • Zero Trust architecture design

💻 Application Deployments

  • Line-of-business application installations
  • Custom software packaging and deployment
  • Database server setup and configuration
  • Web application hosting setup
  • Application integration projects

📚 Training & Knowledge Transfer

  • End-user training sessions (Microsoft 365, security awareness, etc.)
  • Admin training for in-house IT staff
  • Custom training materials development
  • Workshops and lunch-and-learn sessions

🚨 Emergency & Recovery Services

  • Ransomware recovery beyond initial containment
  • Major incident remediation (extensive data loss, network compromise)
  • After-hours emergency project work (billed at 1.5x rate)
  • Disaster recovery plan testing and execution

Note: Initial incident containment is included in Compliance tier; full recovery is project work.

How Project Work Works

1
Scoping Call

We discuss requirements, constraints, and desired outcomes

2
Written Proposal

You receive a detailed scope document with timeline and cost estimate

3
Approval & Kickoff

Once approved, we schedule the work and assign resources

4
Execution & Handover

Work completed with testing, documentation, and knowledge transfer

⚠ Services Outside Our Scope

We're honest about our limitations. These services are either outside our expertise or not aligned with our business model.

💻 Software Development

  • Custom application development (web, mobile, desktop)
  • Bespoke software coding or scripting projects
  • Database application development
  • API integrations requiring custom code

We can refer you to: Trusted software development partners

🎨 Creative & Marketing Services

  • Website design and content creation
  • Graphic design and branding
  • Video production and editing
  • Digital marketing and SEO
  • Social media management

We can refer you to: Marketing and creative agencies

🔌 Physical Hardware Services

  • Computer and device repairs (broken screens, component replacement)
  • Data recovery from physically damaged drives
  • Electrical or cabling installation (we coordinate, don't install)
  • Equipment disposal or e-waste services

We can coordinate: Hardware repairs through authorized service centers

📱 Consumer-Grade Services

  • Personal device support (home computers, tablets, phones)
  • Consumer software troubleshooting (games, personal apps)
  • Home network setup
  • Smart home integration

Why? We focus exclusively on business IT to provide expert, reliable service.

☁️ Specialized Cloud Services

  • Salesforce administration and customization
  • SAP or Oracle ERP implementations
  • Complex AWS/Azure architecture (beyond basic IaaS)
  • Kubernetes and container orchestration

We can refer you to: Specialists in these platforms

🏭 Industrial & Embedded Systems

  • SCADA and industrial control systems
  • IoT device programming and integration
  • Medical device IT systems
  • Point-of-sale system customization

Why? These require specialized certifications and industry expertise we don't maintain.

Our Philosophy on Scope

We'd rather refer you to a true specialist than take on work outside our expertise. When you work with Azimuth IT, you're working with people who know their domain deeply and can deliver excellence. If we can't do something well, we'll tell you and help you find someone who can.

📄 Complete Service Scope Document

Download or view our comprehensive service scope document with detailed SLA commitments, response times, and service definitions.

Azimuth IT - Service Scope & SLA Document

Download PDF
Last Updated: January 2026
Version: 2.1
Applies To: All new contracts from January 2026

Still Have Questions?

If you're unsure whether a specific service is included in your tier or requires project work, we're happy to clarify.

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