Onward Services Guide

Business Continuity and Disaster Recovery

• Comprehensive SaaS Backup: Offers cloud-to-cloud backup for supported SaaS applications, covering essential business data and configurations across applications, including email, collaboration tools, file storage, and identity management systems.

• Data Coverage: Provides comprehensive backup for user accounts, files, contacts, calendars, messages, audit logs, security policies, applications, and device management configurations.

• Proactive Alerting: Provides immediate notifications for any issues in backup operations, enabling prompt resolution to maintain data integrity.

• Continuous Backups: Near-instantaneous recovery points for critical assets, minimizing data loss.
• High-Frequency Backups (1-3 times per day): Configured for moderately critical assets, allowing recovery within established data loss limits.
• Daily Backups: Standard daily backups provide data consistency and scheduled recovery points for non-critical assets.

• Endpoints and Servers: Secures data for critical servers and specified endpoints (e.g., workstations, laptops) according to backup policy and requirements.

• Encryption: All data is encrypted in transit and at rest using AES-256 encryption.
• Physical Security: Backup data facilities implement strict physical security, including controlled access, surveillance, and redundant connectivity with failover capabilities.

• Monitoring and Logging for Compliance: Provides security monitoring and logging for compliance purposes. Backup logs and activity details are accessible for compliance documentation.
• eDiscovery & Full-Text Search: Offers eDiscovery and search capabilities across backup environments for quick data retrieval, integrated into Onward’s IT Service Management (ITSM) platform for streamlined reporting.

• Standard Retention: Default retention is set at 30 days for non-critical data, with options for monthly and annual retention periods.
• Extended Retention (up to 7 years): Available for industries requiring long-term data preservation due to regulatory mandates. Examples include:
  
  • Healthcare (HIPAA Compliance): Typically 6 years for patient data and documentation.
  • Financial Services (SEC & FINRA): Up to 7 years for records related to transactions, communications, and compliance.
  • Legal & Government (FOIA and GDPR): 5 to 7 years for records required for disclosure or retention mandates.
  • Manufacturing & Supply Chain: 3 to 5 years for quality control and compliance records.

NOTE: Extended retention may incur additional storage costs. Customers should specify retention needs during configuration to ensure compliance with applicable requirements.

Recovery of Data, Services, and Systems: Provides restoration of backed-up data, applications, and services during standard business hours, with options for prompt response based on availability and backup specifications.

• Request Methods: Restoration requests may be submitted via:
  
  • Email: support@onward.solutions
  • Web Portal: Onward PSA Portal
  • Telephone: (239) 984-0580
• Restoration Time: Restoration will be prioritized based on technician availability and confirmation of recovery points. Services include recovery of files, applications, SaaS data, and other designated assets.

NOTE: Backup & Recovery Services require active Customer cooperation. If Customer provides incomplete, inaccurate, or outdated information, data recovery may be affected. Restoration timelines depend on technician availability and data recovery points. This Service does not guarantee data integrity or recovery for issues outside the control of Onward or its Third Party Provider, such as hardware failures, unauthorized data changes, or third-party service interruptions.

Compliance & Data Retention

• Regulatory Framework Alignment: Monitors and configures compliance policies to meet industry standards such as HIPAA, SOC 2, and GDPR. Adjustments are made based on regulatory changes to facilitate ongoing compliance assessments.
• Templates and Training Access: Supplies compliance templates, regulatory guidelines, and training resources for Customer’s staff, reinforcing adherence to policies and regulatory requirements.
• Compliance Dashboards: Real-time dashboards display compliance status across policies and controls, providing compliance officers with immediate insights and highlighting potential compliance gaps.

• Audit-Ready Documentation: Compiles compliance logs, policy documentation, and procedural records into a centralized repository, facilitating audit preparation with records of compliance activities, policy changes, and training completions.
• Automated Compliance Reminders: Sends scheduled reminders for compliance actions, such as risk assessments, training updates, and policy reviews. These reminders help the Customer stay on schedule with regulatory timelines.
• Customizable Reporting: Enables the generation of compliance reports tailored for internal review or external audits. Reports can highlight specific controls, compliance metrics, or regulatory gaps based on audit needs.

• eDiscovery Tools: Facilitates rapid retrieval of documents, emails, and records pertinent to audits or legal investigations. Supports compliance review and legal inquiries by organizing relevant data for easy access.
• Full-Text Search: Enables comprehensive search capabilities across stored documentation, allowing the Customer to efficiently locate data required for regulatory or legal obligations.

• Configurable Data Retention Policies: Provides retention schedules aligned with regulatory mandates, supporting data retention for periods of up to 7 years. Settings are customizable to meet industry and jurisdictional requirements.
• Annual Compliance Reviews: Conducts annual compliance reviews to assess the Customer’s regulatory alignment, with optional quarterly assessments available for enhanced compliance verification.
• Policy & Procedure Alignment: Updates policies and procedures as regulatory standards evolve, aiming to support the Customer’s continuous compliance alignment.

NOTE: This Service requires Customer’s active cooperation and participation. If the Customer provides incomplete, inaccurate, or outdated information, the effectiveness of this Service may be compromised, and the results should not be solely relied upon. Certification of compliance completion is valid as of the issuance date but does not guarantee ongoing compliance. For consistent regulatory alignment, it is strongly recommended that the Customer maintains this Service without lapses to support the ongoing adherence of operations, processes, and procedures to regulatory standards.

Cybersecurity, Threat Management & Identity Protection

NOTE: This service requires Customer adherence to Onward-specified security policies, including role-based access, MFA, VPN protocols, and compliance with Zero-Trust protections. Non-compliance may increase security risks.

• Identity Verification at Every Access Point: Enforces user identity verification using role-based access, multi-factor authentication (MFA), and location-based policies.
• Device Compliance Checks: Limits network access to secure, authenticated devices based on health and security criteria.
• Network Micro-Segmentation: Secures network segments to prevent lateral movement and contain threats within isolated areas.

• Single Sign-On (SSO) Implementation: Configures and supports SSO capabilities to streamline secure access to integrated systems.
• Multi-Factor Authentication (MFA) Setup & Enforcement: Establishes MFA across all user accounts, providing additional security for sensitive applications.
• MFA Activity Monitoring: Monitors MFA events to detect compromised accounts, unauthorized logins, and high-risk devices.
• Role-Based Access Management & Compliance Monitoring: Assigns access based on roles and regularly audits to maintain least-privilege principles.

NOTE: Identity Services Protection is contingent upon Customer’s adherence to MFA, VPN access controls, and role-based access policies. Failure to comply may result in elevated security risks.

Privileged Access Control: Manages elevated access rights across endpoints and cloud services, with strict controls and automated revocation upon task completion.

• Endpoint Privilege Management: Limits administrator privileges, allowing elevated permissions only through controlled, automated systems.
• Break-Glass Accounts for Cloud Services: Controls administrative access to cloud services via Onward-managed “break-glass” accounts, restricting elevated permissions to Onward-authorized personnel.
• Just-In-Time (JIT) Administrative Access: Temporarily grants administrative access for specific tasks, with automatic revocation post-task.

• Phishing Detection: Blocks suspicious links and attachments commonly used in phishing attacks.
• Friendly Name Filtering: Detects impersonation attempts by verifying sender name authenticity.
• Impersonation Defense: Blocks spoofed names and domains, mitigating social engineering risks.

• Behavior-Based Threat Detection: Blocks suspicious endpoint behaviors before execution.
• Sandbox Analysis: Isolates potentially harmful applications for secure analysis.
• Comprehensive Malware Defense: Protects against file-based and fileless threats, with whitelisting for legitimate scripts.

• Credential Exposure Alerts: Alerts administrators if credentials related to the organization are found on the dark web.
• End-User Notifications: Prompts affected users to reset credentials, reducing risks of unauthorized access.

• MDR (Managed Detection & Response): 24/7 monitoring, threat hunting, and incident response, with real-time response from security professionals.
• XDR (Extended Detection & Response): Correlates data from multiple layers (email, endpoint, network, identity) for in-depth detection and response.
• On-Demand Endpoint Isolation: Isolates compromised endpoints to prevent spread.
• Root Cause Analysis and Forensics: Identifies threat origins, with comprehensive forensic data for continuous improvement.

Scope Note: MDR/XDR applies only to supported, integrated systems managed by Onward. Effectiveness may vary depending on integration completeness across the managed environment.

End User Security Awareness Training: Provides training to improve end-user awareness of cybersecurity risks, designed to reduce susceptibility to phishing and other attacks.

• Online, On-Demand Training: Provides self-paced, multilingual training videos covering essential cybersecurity practices.
• Quizzes & Retention Verification: Includes interactive quizzes to assess employee understanding of key concepts.
• Baseline Testing & Phishing Simulations: Assesses user susceptibility to phishing attacks through simulated campaigns and tracks improvement over time.

NOTE: Regular user participation in security awareness training is strongly recommended. Failure to engage in or complete training may elevate organizational risk.

Penetration Testing: Conducts simulated cyberattacks to identify vulnerabilities, aligned with Zero-Trust security principles.

• External Testing: Evaluates internet-facing systems, firewalls, and applications for exposure to unauthorized access.
• Internal Testing: Simulates insider threats to test internal defenses.
• PCI Penetration Testing: Assesses vulnerabilities per PCI standards.
• Web Application Testing: Conducts tests on web applications following industry-standard frameworks (e.g., OWASP).

NOTE: Penetration Testing includes vulnerability scanning supplemented by targeted attack simulations for a comprehensive assessment. Additional terms for Penetration Testing apply.

Incident Response & Alerting: Provides immediate alerting, incident analysis, and reporting, with escalation based on threat severity.

• 24/7 Alerting and Escalation: Real-time alerts for suspicious activity, with escalation aligned with risk severity.
• Incident Reporting and Analysis: Delivers detailed incident reports, including root cause analysis, impact assessment, and recommendations for improved resilience.
• Data Ingestion and Reporting: Integrates security data into the IT Service Management Platform, enabling centralized access to metrics, alerts, and compliance information.

NOTE: Please refer to Anti-Virus, Anti-Malware, and Breach/Cyber Security Incident Recovery sections for specific remediation details.

Cloud Infrastructure Management

• Cloud Resource Deployment: Deploys cloud-based resources, including virtual machines, storage accounts, databases, and other cloud-native applications, tailored to support secure and resilient operations based on customer requirements.
• Provisioning and Configuration Management: Manages configurations, access controls, and permissions for cloud resources, enforcing role-based access control (RBAC) to comply with industry and company standards.
• Cost Management and Optimization: Monitors cloud usage and optimizes spending across resources. Provides cost allocation and reporting to identify savings opportunities, ensuring cost-effective resource management.
• Scalability and Performance Optimization: Adjusts scaling and performance settings to maintain optimal service levels, monitoring resource utilization and provisioning adjustments to meet fluctuating demand.
• Backup and Disaster Recovery: Configures cloud-native backup and disaster recovery for critical resources, ensuring encrypted backups that meet specific recovery point (RPO) and recovery time objectives (RTO).
• Security and Compliance Management: Applies security configurations, including encryption, access controls, and compliance with regulatory frameworks (e.g., SOC 2, HIPAA) to ensure secure resource management.
• Monitoring and Alerts: Provides continuous monitoring for performance, availability, and security, with automated alerts routed to the ITSM platform for efficient incident response.
• Cloud-Based Identity and Access Management (IAM): Configures IAM with multi-factor authentication (MFA) and role-based policies, enhancing security and controlling access to cloud resources.
• Automation and Infrastructure as Code (IaC): Utilizes IaC to automate deployments and ensure consistent configurations across cloud resources, minimizing manual configuration efforts.
• Virtual Network Management: Manages secure, cloud-based virtual networks, configuring connectivity across cloud resources, including VPNs and virtual firewalls, for secure, isolated communication within the cloud environment.

NOTE: Cloud Infrastructure Management applies exclusively to resources within supported cloud environments. This service does not include management of physical on-premise infrastructure or hybrid solutions unless explicitly stated in the Quote. Additional charges may apply for complex configurations, specialized integrations, or non-standard resources requiring specific management.

For co-managed customers who procure cloud infrastructure subscriptions through Onward, self-provisioned resources are outside our standard support scope and will incur extra charges for any necessary management, as they may not adhere to Onward’s deployment standards.

Network Infrastructure Management

Note: Onward will only deploy and implement network solutions that meet these requirements to optimize operational reliability and security.  Any networking devices, such as firewalls, switches, wireless access points or routers, that are supplied by Customer cannot be older than five (5) years from the applicable device’s original date of manufacture, and in all cases must be supported by the manufacturer of the device(s).

• Full-Stack Visibility: Provides continuous visibility into network performance, device health, and security status, enabling proactive management and rapid issue resolution across firewalls, switches, access points, VPNs, and virtual networks.
• Scalability: Allows seamless network expansion and adjustment to accommodate organizational growth and changing network needs, supporting both on-premise and cloud environments.
• Centralized Management Console: Provides a single, cloud-managed interface for efficient remote management of all network devices and configurations, simplifying network operations and oversight across on-premise, SD-WAN, and cloud environments.

• Secure, Reliable Connectivity: Configures SD-WAN capabilities to provide secure, high-performance connections between distributed sites and cloud-based resources.
• Traffic Prioritization: SD-WAN routes network traffic based on priority, ensuring optimal bandwidth allocation and improved application performance across remote locations.
• Seamless Cloud Integration: Extends network policies and controls to cloud-based networks, supporting secure, consistent connectivity between on-premise infrastructure and virtual networks.

• Traffic Monitoring and Filtering: Monitors inbound and outbound traffic to detect unauthorized or malicious activity, enforcing security policies for network integrity.
• Intrusion Prevention System (IPS): Continuously analyzes network traffic to detect and block known attack signatures and suspicious behavior, helping prevent exploitation of vulnerabilities.
• DNS Security: Implements DNS-level threat protection to block malicious domains and prevent access to harmful sites, reducing the risk of phishing, malware, and other threats. This provides an additional layer of security by proactively filtering requests before they reach the internal network.
• Access Control Configuration: Configures role-based access across the network, ensuring access to sensitive resources is limited to authorized personnel only.
• Encrypted Remote Access (VPN): Configures secure, encrypted VPNs to protect data in transit, maintaining confidentiality for remote and distributed users.
• Content Filtering and Web Security: Enforces web filtering policies across the network, blocking access to malicious or non-business sites, enhancing productivity and network security.

• 24/7 Network Monitoring: Continuous monitoring of all network devices (firewalls, switches, access points, VPNs, etc.) for real-time threat detection and response.
• Threat Detection and Incident Response: Delivers real-time alerts and incident escalation based on the severity of detected threats, ensuring prompt attention to critical issues.
• Automated Firmware and Software Updates: Regularly updates network devices with security patches and firmware to mitigate vulnerabilities and ensure alignment with security standards.

• Cloud Virtual Network Integration: Configures and secures virtual network resources in cloud environments, applying access controls, encryption, and segmentation to maintain security.
• Cross-Environment Access Control: Manages access policies consistently across on-premise and cloud networks, supporting seamless, secure connectivity for distributed environments.
• Unified Monitoring: Centralizes monitoring of on-premise, SD-WAN, and cloud network segments, enabling integrated threat detection and comprehensive reporting across all network layers.

• Wireless Site Survey: Conducts detailed surveys to assess coverage, interference, and performance, optimizing access point placement for consistent connectivity.
• Wireless Access Point Configuration: Configures secure access points to deliver optimized coverage and seamless user connectivity throughout managed locations.
• Performance Monitoring: Continuously monitors Wi-Fi performance to proactively detect connectivity or security issues.
• Standards Compliance: Ensures all Wi-Fi equipment complies with industry standards, supporting compatibility and reliability across device types.
• Remote Support: Provides remote troubleshooting and support during business hours to address Wi-Fi connectivity and security issues as needed.

• Data Encryption: Encrypts all network transmissions to prevent interception and ensure data confidentiality.
• Role-Based Access Control: Configures access policies based on user roles, ensuring critical network resources are only accessible to authorized users.
• Alignment with Security Standards: Configures network security in accordance with industry frameworks (e.g., NIST, CIS Controls) to meet compliance standards relevant to Customer’s industry.

• 24/7 Monitoring and Alerting: Continuous monitoring of network security across all devices, with real-time alerts for suspicious activity or potential security incidents.
• Incident Reporting: Provides detailed reports on detected threats, actions taken, and recommendations for future improvements.

NOTE: This Service requires Customer cooperation to ensure that all relevant configurations and access requirements are provided accurately. Onward is not responsible for security incidents arising from third-party integrations or external configurations outside our control. Remediation of network incidents beyond standard monitoring and alerting is provided on a time and materials basis. Please see additional terms for remediation services below.

Remote Monitoring & Management

Note: RMM services apply to all managed endpoints and servers within Onward’s scope. This service excludes peripheral devices such as printers, scanners, and other non-core equipment. Additional configurations may be necessary for specialized or non-standard devices to ensure compatibility with Onward’s RMM framework.

• Policy Configuration for Devices: Configures security and operational policies for endpoints and servers, including access controls, security settings, and usage permissions aligned with corporate policies.
• Compliance Monitoring & Enforcement: Monitors device compliance with company policies, generating alerts and corrective actions for non-compliance as needed.
• Device Enrollment & Access Control: Manages device enrollment and access controls, ensuring that only authorized users can access critical systems through centralized policy settings.

• Workstations & Laptops: Manages user-facing devices to ensure policy alignment, security updates, and performance optimization.
• IoT & Specialized Devices: Configures and monitors specialized endpoints critical to operations, including IoT devices, digital signage, kiosks, and conference units, to maintain consistent performance and security.
• Servers: Manages production and infrastructure servers to ensure optimal configuration, security compliance, and performance, supporting front-end and backend operations.
• Device Provisioning Automation: Automates the initial setup and configuration of new devices, ensuring they are equipped with required software, policies, and access permissions in alignment with Customer’s operational needs. This service also covers provisioning for on-site, remote, and hybrid environments.
• White Glove Finalization & User Training: Completes device provisioning with a “white-glove” service, including personalized setup and detailed user orientation. This includes training on device functionality, access controls, and software usage, ensuring smooth transitions and minimizing support needs during onboarding.

• 24/7 Performance & Health Monitoring: Monitors devices continuously for key indicators (e.g., CPU, memory, disk usage), enabling rapid response to any issues that may arise.
• Critical Alerts & Escalation: Generates alerts for critical issues, such as hardware failures or low disk space, enabling Onward’s support team to act quickly to prevent disruptions.
• Capacity Monitoring: Monitors system capacity to proactively address storage constraints or performance degradation before they impact operations.

• Automated Patch Deployment: Schedules and deploys patches across all endpoints, servers, and IoT devices, reducing the risk of security vulnerabilities.
• Compliance Verification for Patch Management: Verifies patch compliance for all devices, ensuring that updates are correctly applied and align with security standards.
• Firmware Updates for Devices and Servers: Deploys firmware updates on applicable devices to maintain compatibility, security, and performance.

Note: We will keep all managed hardware and managed software current with critical patches and updates (“Patches”) as those Patches are released generally by the applicable manufacturers. Patches are developed by third party vendors and, on rare occasions, may make the Environment, or portions of the Environment, unstable or cause the managed equipment or software to fail to function properly even when the Patches are installed correctly. We will not be responsible for any downtime or losses arising from or related to the installation or use of any Patch. We reserve the right, but not the obligation, to refrain from installing a Patch if we are aware of technical problems caused by a Patch, or we believe that a Patch may render the Environment, or any portion of the Environment, unstable.

• Self-Healing Scripts: Uses automation to address common issues on endpoints and servers without requiring manual intervention.
• Performance Optimization: Schedules automated performance enhancements for both endpoints and servers, optimizing CPU, memory, and storage efficiency.
• Disk Cleanup & Optimization: Regularly cleans temporary files and unnecessary data to free up storage and ensure optimal device performance.

• Usage Analytics: Monitors device usage to track active hours, application usage, and productivity trends to help inform operational decisions.
• Activity Reporting: Provides activity summaries to management, helping identify productivity patterns and opportunities for operational improvement.
• Compliance Tracking for Remote Work: Monitors remote work compliance to ensure employees adhere to approved productivity guidelines and policies.

• Secure Remote Access: Facilitates secure, remote access for troubleshooting across all devices, ensuring data confidentiality and quick issue resolution.
• Audited Remote Sessions: Logs and audits all remote access sessions to support compliance requirements.
• End-User Support & Troubleshooting: Provides support for end users during business hours, assisting with device connectivity, configurations, and other technical issues.

• 24/7 Monitoring and Alerting: Continuous monitoring across all devices for real-time alerts related to suspicious activity or potential security incidents.
• Incident Reporting: Provides detailed incident reports, including detected threats, corrective actions, and recommendations for improved security.

NOTE: This RMM service applies to devices and servers within Onward’s managed scope. Peripheral devices (e.g., printers, scanners) and non-core equipment are excluded from this service. Specialized or non-standard devices may require additional configurations to ensure full compatibility with Onward’s RMM management framework.

Remote Helpdesk & Onsite Support

Note: Remote Helpdesk and Onsite Support are limited to managed assets within Onward’s service scope. Requests involving non-managed or third-party equipment may incur additional charges or require referral to the original equipment provider.

• Scope of Support: Remote Helpdesk is available to address technical issues on managed devices and software within the agreed scope, including troubleshooting hardware and software failures, network connectivity issues, and operational disruptions.
• Service Hours: Standard Remote Helpdesk support is available Monday through Friday, from 8:00 AM to 5:00 PM Eastern Time, excluding holidays. Support requests outside these hours may be subject to increased rates and require prior scheduling.
• Support Request Channels: Customers may submit support requests via:
  
  • Email: support@onward.solutions
  • Customer Portal: https://psa.onward.solutions/portal
  • Telephone: (239) 984-0580
• Escalation Process: Incidents unresolved within the standard response time will be escalated to senior technicians or specialized teams. Customers will be informed of escalation actions and receive updates on expected resolution timelines.

NOTE: Remote Helpdesk support may involve remote screen-sharing or device access, requiring customer approval for each session. Some issues may require specialized support at an additional charge.

Onsite Support Services: Dispatches certified technicians to the customer’s location for incidents that cannot be resolved remotely.

• Scope of Onsite Support: Onsite Support is available for managed assets under Onward’s service scope when remote troubleshooting is unsuccessful or physical intervention is required. Common services include hardware repairs, network diagnostics, and server maintenance.
• Scheduling and Availability: Onsite Support is subject to technician availability and is scheduled based on incident urgency. Standard hours are Monday through Friday, 8:00 AM to 5:00 PM Eastern Time. After-hours and emergency support may incur additional charges.
• Travel and Onsite Charges: Travel expenses and onsite service charges apply as specified in the agreement. Charges include travel fees, time onsite, and any required materials.
• Onsite Response Time: Onsite response times and prioritization follow the terms outlined in the Service Level Agreement (SLA).
• Escalation and Reporting: If the issue persists after the initial visit, technicians coordinate with senior engineers and relevant teams for prompt resolution. A report detailing the onsite service and any recommended follow-up actions will be provided.

NOTE: Onsite Support is limited to managed assets and does not cover third-party or customer-provided equipment. Non-covered equipment may incur additional service charges or require referral to the original equipment provider.

Proactive Support & Issue Prevention: Provides proactive monitoring and periodic checks to minimize recurring issues and system downtime.

• Health Checks & Preventive Maintenance: Conducts periodic health checks on managed systems to identify and address potential issues before they affect operations.
• Scheduled Maintenance Windows: Maintenance activities, such as system updates and backups, are scheduled outside regular business hours to minimize operational impact.
• Customer Notifications: Customers receive advance notification of preventive maintenance, scheduled downtime, or updates to the Helpdesk service scope.

NOTE: Proactive support activities are scheduled based on business needs and may vary depending on system usage patterns, customer requirements, and service agreements.

End-User Support & Training Assistance: Provides basic troubleshooting and user assistance, including training support on common software and systems.

• Basic Troubleshooting Assistance: Assists end-users in resolving common issues with managed software, device configurations, and connectivity.
• Guided Walkthroughs: Offers step-by-step guidance for routine tasks, such as accessing shared resources, configuring email, and connecting to VPN.
• User Training Sessions: Arranges user training sessions on key systems or applications upon request, subject to technician availability.

NOTE: End-user support is limited to managed systems and does not include specialized application training unless expressly included in the service agreement.

Incident Reporting and Documentation: Provides detailed documentation and reporting for incidents, ensuring full visibility into issue resolution and support activity.

• Incident Documentation: All support requests are documented in the ticketing system, including issue descriptions, resolution steps, and any follow-up actions.
• Service Reports: Monthly reports summarizing support activity, response times, and common incidents are available upon request, providing insight into system health and support efficiency.
• Customer Feedback & Quality Assurance: Customers are encouraged to provide feedback on support interactions. Feedback is reviewed to improve service quality.

NOTE: Documentation and reporting cover managed services and do not include third-party or unsupported systems unless otherwise specified in the agreement.

Co-Managed Services

• Collaborative Support Framework: Onward assists the Customer’s IT team with support responsibilities, providing guidance and escalation resources for day-to-day technical issues. While the Customer’s team retains primary control over user support, Onward offers structured assistance, including remote troubleshooting, escalation management, and periodic support for complex technical issues that exceed the standard scope.
• IT Infrastructure Management: Onward manages and supports key IT infrastructure components, including provisioning, configuration, and maintenance of servers, cloud environments, and network devices. Infrastructure services are tailored to align with Customer goals, ensuring efficient deployment and management of critical IT resources.
• Change and Incident Coordination: Onward oversees change management processes, handling requests, approvals, and communications for major updates or new technologies introduced within the managed environment. For incidents that impact IT services, Onward collaborates with the Customer’s team to expedite resolution, providing a systematic approach to incident handling and response.
• Strategic IT Guidance: Onward provides regular consultation sessions to review IT strategy, offering insights and recommendations to align IT services with Customer business objectives. This includes semi-annual or annual strategic reviews to assess long-term goals and the current IT environment.
• ITSM Platform Access and Reporting: Customers receive access to Onward’s IT Service Management (ITSM) platform, which includes tools for asset tracking, ticket management, and compliance reporting. This platform integrates analytics and dashboards for visibility into IT operations, empowering the Customer’s team with actionable insights and efficient tracking of service performance.
• Asset and Lifecycle Management: Onward provides asset lifecycle services, including provisioning, tracking, and maintenance. This structured approach ensures that IT assets remain secure, up-to-date, and compliant with organizational standards, supporting smooth operation throughout each asset’s lifecycle.

Note: The Co-Managed IT Services are intended to provide supplementary support and expertise. Customer retains primary responsibility for in-house user support and daily IT operations, with Onward acting as a technology advisor and resource to ensure effective, compliant IT management. Refer to the Co-Managed Services Policy section for details on roles, responsibilities, and escalation protocols specific to co-managed environments.

IT Service Management (ITSM) Platform

Note: Onward administers the ITSM platform, offering training and guidance on its effective use. Customer’s IT personnel are responsible for adhering to internal procedures and protocols for ITSM utilization.

• Ticket Submission and Tracking: Permits end-users to log IT support requests and monitor resolution status.
• Service Request Monitoring: Enables Customer to view updates and timelines for ongoing service requests.
• Automation Access: Allows authorized end-users to initiate pre-approved automated tasks, such as password resets or account unlocks, as enabled by Onward.
• Managerial Dashboards: Provides Customer’s managers and executives with real-time access to IT service metrics, SLA compliance data, and performance analytics.

• AI-Driven Ticket Classification: Automatically categorizes support requests by issue type and urgency to prioritize effectively.
• Automated Ticket Routing: Assigns tickets to appropriate teams based on classification, priority level, and service-level targets.
• Response Time Protocols: Aligns ticket handling with designated priority levels to meet SLA requirements.
• Escalation Procedures: Escalates incidents that exceed standard resolution times to senior technicians, with Customer notified of escalation steps.

• Live Asset Data: Integrates with vendor platforms for accurate, real-time asset tracking.
• User-to-Asset Mapping: Tracks asset assignments to end-users for accountability and visibility.
• Lifecycle and Location Status: Manages asset lifecycle stages, including status updates for production, reprovisioning, and decommissioning.

• Project Status Tracking: Monitors ongoing IT projects, including milestones, resource allocations, and deadlines.
• Monthly Reports: Summarizes IT activity, SLA adherence, and resolution metrics.
• IT Service Recommendations: Offers recommendations based on periodic reviews, aimed at improving IT support quality and efficiency.

• Managerial Dashboards: Access for leadership to monitor metrics such as resolution times, resource usage, and performance data.
• Custom Reports: Customer may generate reports tailored to specific IT metrics, SLA achievements, or compliance needs.

NOTE: SLA management terms apply as outlined in this Guide. Requests for modifications to SLA targets or escalation paths may require adjustments to the service scope.

Orchestration and Automation Platform

Note: Automation solutions apply to systems and services within Onward’s managed scope. Identification, evaluation, and execution of automation opportunities require collaboration with Onward’s DevOps team to ensure compatibility and alignment with Customer’s operational needs.

• Automation Feasibility Assessment: Evaluates business and system processes to determine their potential for automation within the Customer’s IT infrastructure.
• Integration with Managed Services: Ensures that proposed automations align with Onward’s supported infrastructure, cloud services, and policy standards.
• Collaboration with DevOps for Complex Workflows: Complex automations requiring advanced workflows or multi-system integrations are executed in collaboration with Onward’s DevOps service.

• Automated Task Execution: Configures automated workflows for routine tasks (e.g., exception handling, data synchronization) across approved environments.
• Onboarding/Offboarding Automation: Automates key steps in employee onboarding and offboarding, streamlining account setup, permissions configuration, and device allocation for new hires. For offboarding, this includes secure access revocation, device reset, and data backup. This automation reduces manual work, enhances security, and ensures compliance with HR and IT policies.
• Self-Service Automation: Publishes specific automations to the Customer’s ITSM portal, enabling authorized end-users to initiate actions independently.
• Event-Triggered and Scheduled Automations: Enables event-triggered and scheduled automations for consistent workflow execution aligned with business timelines.

• Data Synchronization Across Systems: Automates data updates and ensures data consistency across systems under Onward’s management.
• Application Compatibility and Integration: Facilitates seamless operations by integrating compatible business applications within the managed IT environment.
• API-Based Data Ingestion: Leverages API connections to pull real-time data from approved platforms, enhancing accuracy and reliability.

• Real-Time Workflow Tracking: Monitors workflow status, completion times, and task outcomes for operational oversight.
• Performance Analytics: Tracks efficiency metrics, completion rates, and task durations to identify bottlenecks and optimization opportunities.
• Customizable Reporting: Generates tailored reports on workflow performance, automation impact, and resource utilization to support decision-making.

• Role-Based Access Control: Configures permissions to restrict access to specific users based on their roles and responsibilities.
• Audit Trail and Accountability: Logs user interactions with automation workflows, providing a record of task initiations and completions.
• Training and Support for Authorized Users: Provides training and resources to ensure end-users engage with automations effectively and securely.

NOTE: This service requires Customer’s active cooperation by providing access to necessary systems and process details. Automations are restricted to Onward’s managed environment. Expansion of scope may incur additional fees or require updates to the existing service agreement.

Virtual Chief Information Officer (vCIO) / Virtual Chief Technology Officer (vCTO)

• IT Strategy Development: Collaborates with Customer’s executive team to craft an IT strategy aligned with business objectives and industry standards.
• Technology Roadmap Planning: Develops a roadmap outlining critical projects, upgrades, and improvements aligned with evolving business needs.
• Quarterly Business Reviews (QBRs) and Risk Assessments: Conducts QBRs and risk assessments to evaluate IT performance, identify vulnerabilities, and recommend necessary actions.
• Budgeting and Forecasting: Provides strategic budgeting and financial forecasting to align technology investments with organizational goals.
• Contract Management: Oversees technology-related contracts, including review, negotiation, and renewal planning, ensuring effective resource allocation.
• Recommendation Planning: Delivers customized recommendations on technology improvements, vendor partnerships, and operational efficiencies based on performance and strategic goals.
• IT Strategic Planning Platform Access: Provides access to Onward’s IT Strategic Planning Platform for real-time data on QBRs, budgeting forecasts, contract status, and risk assessments.

NOTE: Access to the IT Strategic Planning Platform requires an additional fee. This access enables Customer to utilize the platform for strategic insights, real-time updates, and proactive management of IT assets and contracts.

• Vendor Management: Manages third-party vendor relationships to ensure compliance, performance, and alignment with Customer’s strategic goals.
• Flexible Cadence Calls: Regular cadence calls are available on a weekly, biweekly, or monthly basis, based on Customer’s needs, to discuss operational adjustments, strategic progress, and immediate concerns.
• Annual Strategic Review (Upon Request): Available upon Customer’s request, this review assesses the strategic alignment of IT services with business goals and discusses necessary large-scale initiatives or adjustments.

NOTE: Customer’s active participation in scheduled reviews and use of the IT Strategic Planning Platform is encouraged to enhance strategic alignment. Non-participation may result in missed improvement opportunities and impact IT strategy alignment.

Wireless Network Gateway (HaaS) Subscription

• Satellite-Based Unit Deployment: Supplies either Standard or High Performance satellite units tailored to site requirements, providing high-speed internet access in areas lacking traditional cable infrastructure.
• Mounting Hardware and Installation: Professional installation includes mounting hardware to ensure optimal unit placement and secure, reliable connectivity at each site.
• Storm Servicing: Proactive maintenance during adverse weather conditions, including hardware inspections and remote monitoring to minimize weather-related connectivity disruptions.
• Cloud-Managed Firewall/Router (Optional): Offers a cloud-managed firewall or router for enhanced security, allowing centralized traffic control, access management, and policy enforcement.
• Uplink Aggregation (Optional): Configures an uplink aggregator for sites requiring multiple units, delivering redundancy and increased bandwidth as needed.
• Failover Connectivity for Business-Class Circuits: Configures the unit as a failover connection to existing business-class circuits, providing reliable backup connectivity in the event of primary circuit downtime.
• Secure Remote Management and Monitoring: Centralized management of network configurations and unit performance, with real-time status alerts and proactive troubleshooting.
• Real-Time Network Health Monitoring: Continuous monitoring of network performance, including connectivity status and immediate alerts for any issues.
• Comprehensive Site Assessment: Conducts an assessment to determine the optimal configuration, equipment placement, and installation strategy to align with specific site requirements.

NOTE: Onward will handle deployment, mounting, and ongoing maintenance of the wireless network gateway solution, including satellite units and related equipment to ensure reliable connectivity. Additional site assessments, optional configurations, or specific customer requirements may incur additional charges based on the service scope.

Optional Add-Ons

• Guest Network Configuration: Establishes a secure guest network to manage visitor access while maintaining the integrity of the primary network.
• Hardware and Software Updates: Regular firmware updates for the satellite unit, firewall, router, and associated devices, ensuring compliance with the latest security and performance standards.
• Network Expansion Services: Enables expansion with additional units or components as Customer’s needs evolve, configured according to established security and performance protocols.

NOTE: This Wireless Network Gateway Subscription covers only devices and services within Onward’s management scope. Connectivity or security issues related to third-party devices or configurations outside of this scope are not covered by Onward’s responsibilities within this subscription.

Fleet Management

• Real-Time GPS Tracking: Provides continuous location tracking for vehicles, boats, trailers, and managed iOS/Android devices, delivering an integrated view of all fleet and mobile assets in motion.
• Diverse Asset Compatibility: Includes OBD-II devices for standard vehicle diagnostics and fleet telematic tracking units for specialized assets (e.g., boats, trailers), ensuring comprehensive tracking across the fleet.
• Mobile Application for Managed Devices: Extends tracking capabilities to iOS and Android devices, allowing managers to monitor team locations and usage of mobile devices within the fleet framework.
• Route Optimization: Recommends efficient routes based on real-time data, reducing fuel consumption, travel time, and enhancing overall fleet productivity.
• Geo-Fencing Capabilities: Enables customizable geo-fenced zones with alerts for entry and exit, improving security and supporting compliance for assets in sensitive or restricted locations.
• Activity Monitoring: Records data on asset usage, including location, speed, idle time, and duration of stops, supporting operational insights and safety tracking.
• Historical Data & Reporting: Stores detailed trip history and utilization data for reporting on asset efficiency, compliance, and driver/operator patterns.
• Maintenance Alerts: Provides automated reminders based on mileage, hours of use, or specific conditions, helping prevent costly repairs and extend asset lifespan.
• Driver and Operator Behavior Analytics: Monitors behaviors such as speeding, hard braking, and rapid acceleration to support safety policies and reduce risk.
• Integrated Mobile Device Tracking: Allows iOS and Android devices to be tracked as part of the fleet under Onward’s MDM, with secure data access and device permissions to ensure compliance with organizational security policies.

NOTE: Fleet Management encompasses GPS tracking for vehicles, boats, trailers, and compatible mobile devices managed by Onward. Additional or custom assets may require special integration agreements or incur extra fees.

• Enhanced Analytics & Dashboards: Offers advanced dashboards with detailed insights into fleet metrics, usage patterns, and cost analysis.
• Third-Party System Integration: Supports integration with logistics or asset management systems, consolidating fleet data across platforms for unified management.
• Custom Alerts and Notifications: Configurable alerts for specific events, including unauthorized usage, off-hours operation, or prolonged idle times.

NOTE: Fleet Management services are limited to Onward-managed assets. Requests to add non-standard assets or integrate additional third-party systems may require additional fees or agreements.

VOIP Management

• Cloud-Based VOIP System Deployment: Deploys a cloud-based VOIP solution that supports voice, video, and messaging capabilities across multiple access points, including desktop, mobile, and web applications, for seamless, flexible communication.
• User Configuration and Management: Manages all aspects of VOIP user setup and access, including number assignments, extension configurations, and permission settings, tailored to the specific communication requirements of the organization.
• Device Flexibility: Offers support for multiple device types, including softphones, desktop handsets, and mobile applications, ensuring flexible communication options that adapt to users’ preferences and organizational needs.
• Automated Call Routing and IVR Setup: Configures sophisticated call routing rules and auto-attendant functionalities, including IVR systems, call forwarding, and priority call routing to optimize call flow and minimize disruptions.
• Integration with Collaboration Platforms: Seamlessly integrates with productivity tools and collaboration platforms, enhancing workflows and unifying communications within the existing IT infrastructure.
• Scalability and Adaptability: Designed to support remote, hybrid, and in-office environments, with capabilities to adjust user counts and service features as the organization grows or changes.
• Standard Analytics and Reporting: Provides valuable metrics and insights on call patterns, call duration, and usage to aid performance monitoring, resource planning, and operational oversight.
• Security and Compliance: Implements secure data encryption protocols, both in transit and at rest, ensuring compliance with relevant voice and communication data standards across industries.
• Quality of Service (QoS) Monitoring: Continuously monitors call quality parameters such as bandwidth usage and latency to maintain high audio and video standards, ensuring a consistent user experience.

NOTE: VOIP Management & Analytics services apply exclusively to cloud-based VOIP systems and do not cover legacy PBX or analog systems. Certain features may necessitate additional training for administrators or subscription adjustments, depending on the customer’s specific requirements. There are additional terms related to the VoIP service, including your use of E911 features, toward the end of this Services Guide. Please read them carefully. You may be required to sign an additional consent form indicating your understanding and acceptance of the limitations of 911 dialing using the VoIP services.

Optional Add-On: Quality Management and Analytics Platform

• Enhanced Quality Management: Deploys a comprehensive Quality Management platform that tracks communication-related key performance indicators (KPIs) to monitor quality, call handling, and user satisfaction levels.
• Advanced Analytics and Reporting: Provides detailed call analytics, with access to custom dashboards and department-specific reporting, allowing for granular performance assessments and actionable insights.
• Customizable Performance Metrics: Enables the configuration of specific quality metrics to monitor call performance, service levels, and productivity benchmarks, empowering organizations to set and track targeted quality standards.

NOTE: The Quality Management and Analytics Platform is available as an optional add-on and may require additional licensing or subscriptions. Please contact Onward for further details on pricing and customization options.

Web Development and Hosting

• Web Development and Technical Maintenance: Provides ongoing maintenance of the Website, including plugin updates, configuration adjustments, and support for technical integrations (e.g., APIs, third-party software). This service ensures that the Website operates efficiently and remains compatible with necessary integrations. Creative design work, such as custom graphics or website layout redesign, is outside the scope of this service and will be provided through a designated third-party.
• Migration of Servers: As part of regular operations, Onward or our designated Third Party Provider may migrate the servers hosting the Website to maintain optimal performance and security. This migration process will not impact the continuity of the hosting services; however, due to the potential for migration, a permanent or dedicated IP address is not guaranteed.
• Administration: Access is provided to a secure dashboard where customers may make configuration adjustments to the hosted environment. We strongly advise customers to refrain from making changes without Onward’s guidance, as Onward cannot assume responsibility for issues arising from customer-directed adjustments. Onward will remediate issues caused by customer changes only if made under our guidance or written direction.
• Resource and Load Balancing: Bandwidth is shared across all hosted websites and is monitored to ensure fair distribution among all Onward customers. Onward reserves the right to load-balance bandwidth or restrict access if a customer’s website activity disproportionately impacts the network, creating potential limitations for other users.
• Backup Services: Daily backups are conducted as part of the Standard Backup Service, covering basic data protection for the Website. This backup is intended as a standard security measure and does not replace a comprehensive backup and disaster recovery solution. Customers are encouraged to maintain a separate backup and recovery solution for more extensive protection.
• Storage and Security: Onward, alongside our third-party providers, applies industry-standard security measures to safeguard the Website and hosted environment against unauthorized access. While Onward takes reasonable precautions, no system can guarantee absolute security, and we cannot warrant that the hosted environment will remain entirely free from unauthorized access or malware.

NOTE: Customer, as well as any visitors to the Website, must comply with our Acceptable Use Policy, located at the end of this Services Guide. This policy outlines acceptable usage guidelines and restrictions to maintain service quality and security across Onward’s managed hosting environment.

Print Management

• Centralized Print Management: Implements centralized control over print activities, including monitoring, user access, and secure print release, through supported Print Management Platforms.
• Network Integration and Cloud Printing: Configures print servers and integrates cloud solutions like Microsoft Universal Print to support secure, flexible printing across on-premise and cloud environments.
• Remote Monitoring and Usage Analytics: Provides real-time tracking of device status, usage, and performance metrics, allowing proactive management and consumable planning.
• End-User and IT Support: Assists users with accessing print services, resolving permissions, and addressing connectivity issues as part of Onward’s support scope.
• Onward’s Responsibilities
• Logical and Network Configuration: Configures the network settings, print servers, and access controls for secure, efficient print operations across all managed workstations and cloud environments.
• Specialty Printer Configuration: Directly provisions and configures specialty printers, such as label and unique format printers, to meet Customer’s operational needs.
• Print Management Platform Implementation: Deploys and configures print management solutions, such as PaperCut and PrinterLogic, to enable centralized control over permissions, print release, and user access.
• Cloud Printing Solutions: Implements Microsoft Universal Print for eligible environments, providing cloud-based printing capabilities that eliminate the need for on-premise print servers.
• Integration with Cost Recovery Systems: Sets up cost recovery features within print management platforms to track and allocate print expenses by user or department, supporting budgeting and resource management.
• Third Party Provider’s Responsibilities
  
  • Hardware Provisioning and Physical Maintenance: Supplies and services the multi-function printers, 3D printers, and imaging devices, performing routine maintenance, repairs, and any physical device servicing.
  • Consumable Management: Monitors usage levels for consumables (e.g., ink, toner, and paper) and manages refills to ensure uninterrupted print service.
  • Hardware and Device Support: Provides support for physical device issues beyond logical or network-related configurations.

DevOps BI & Data Integration

• Data Integration & Business Intelligence (BI)
  
  • Data Ingestion and ETL Processes: Onward configures and manages secure data pipelines for data ingestion, transformation, and integration from multiple sources, ensuring data accuracy and consistency.
  • Business Intelligence Dashboards and Reporting: Onward implements BI dashboards and reporting solutions to provide real-time insights, customized metrics, and on-demand visualizations that support strategic decision-making.
  • ERP System Integration: Onward facilitates ERP integration with other business systems, providing performance monitoring and routine maintenance to ensure consistent data flow.
  • Data Security and Governance: Onward applies security measures and governance protocols to ensure data integrity, compliance, and controlled access across platforms.
• Azure DevOps Management
  
  • CI/CD Pipelines Configuration: Onward configures and manages Continuous Integration/Continuous Delivery (CI/CD) pipelines within Azure DevOps to automate the build, testing, and deployment cycles. This enhances speed, reliability, and stability in releasing software updates.
  • Project and Sprint Management: Onward assists in organizing and managing project backlogs, sprint planning, and task assignments, using Azure DevOps Boards to streamline development workflows and enhance team productivity.
  • Automated Testing and Quality Assurance: Onward implements and monitors automated testing procedures within Azure DevOps to ensure code quality and application performance standards are met throughout the development lifecycle.
  • Release Management and Versioning: Onward establishes and maintains a versioned release process using Azure DevOps, providing clear visibility into release stages and deployment histories for improved change control.
• Git-Based Version Control
  
  • Repository Management: Onward configures and manages Git repositories, implementing branch strategies and access controls to maintain secure, efficient version control and collaboration.
  • Code Review and Collaboration: Onward enables structured code review workflows within Git, including pull requests and approval protocols, to enhance collaboration and maintain code quality.
  • Branching Strategies and Workflow Customization: Onward implements branching strategies tailored to the project’s needs (e.g., feature branching, Gitflow), facilitating structured and efficient development workflows.
  • Integration with CI/CD Pipelines: Onward integrates Git repositories with CI/CD pipelines to ensure code changes are automatically tested and deployed, aligning with DevOps best practices.
• Core DevOps Services
  
  • Infrastructure as Code (IaC): Onward configures infrastructure through code, enabling repeatable environment setups and version control to support scalability and consistency.
  • Monitoring and Feedback Loops: Onward provides continuous monitoring and feedback, supporting rapid detection and resolution of issues to maintain performance. Dashboards and analytics are made accessible to authorized stakeholders.
  • Collaboration and Governance: Onward facilitates collaboration between development and IT operations teams, establishing protocols, governance standards, and KPIs for performance tracking.

NOTE: Not all listed services may be included in the standard DevOps engagement. Services are implemented selectively and tailored to align with the Customer’s environment and business requirements. For further details on specific responsibilities and expectations, refer to the DevOps Addendum. Additional requests outside the defined scope may require adjustments to service costs.