Managed Services Client Guide
Need-to-know information for managed services clients.
Preview below - Click "Print Flyer" to print or save as PDF
|MANAGED SERVICES CLIENT GUIDEService Overview
Welcome to PDC Managed IT Services
Thank you for choosing Preferred Data Corporation as your managed services partner. This guide covers everything you need to know about working with us - from support procedures and service expectations to policies and best practices.
37+
Years in Business
20+
Avg. Client Tenure
A+
BBB Rating
24/7
Emergency Support
What's Included in Your Managed Services
Proactive Monitoring & Maintenance
- Continuous monitoring of servers, workstations, and network devices
- Automated patch management and software updates
- Preventive maintenance to reduce downtime
Help Desk & Technical Support
- Unlimited remote support during business hours
- Ticket-based tracking for all requests
- Escalation paths for complex issues
Cybersecurity Protection
- Endpoint detection and response (EDR/XDR)
- Email security and spam filtering
- Firewall management and monitoring
Backup & Disaster Recovery
- Server and data backup with monitoring
- Regular backup testing and verification
- Disaster recovery planning assistance
Your specific services depend on your selected package. Refer to your service agreement for exact coverage details.
Service Hours
Standard Support
Monday - Friday, 8:00 AM - 5:00 PM ET
Excluding federal holidays and scheduled maintenance windows
After-Hours / Emergency
Available for critical issues (server down, network outage)
Emergency rates apply as specified in your agreement
Response Time Targets
| Priority | Response Goal | Resolution Goal | Example Issues |
|---|---|---|---|
| Critical | 1 hour | 4 hours | Server down, network outage, all users affected |
| High | 2 hours | 1 business day | Email down, multiple users affected, major app failure |
| Medium | 1 business day | 3 business days | Single user issue, printer problems, slow performance |
| Low | 2 business days | 5 business days | Questions, how-to requests, non-urgent changes |
Target times during business hours. These are goals, not guarantees. Actual times may vary based on complexity, resource availability, and third-party dependencies.
Need help? Submit a ticket or call us anytime.
Our help desk team is ready to assist during standard support hours.
|MANAGED SERVICES CLIENT GUIDERules of Engagement
How to Get Support
1. Submit a Ticket
Email or use the client portal to submit a support request. This is the preferred method for tracking and accountability.
2. Call Us Directly
For urgent issues, call (336) 886-3282. A technician will triage and create a ticket on your behalf.
3. Escalation Path
If your issue needs escalation, your ticket is elevated to senior engineers or management. We will keep you informed at every step.
Authorized Contacts
Only designated authorized contacts may request changes, approve projects, or authorize work. Designate your contacts during onboarding. Unauthorized requests for administrative or infrastructure changes will not be processed until confirmed by an authorized contact.
Your Responsibilities as a Client
Provide timely access to systems, facilities, and personnel
Designate authorized contacts for service requests and approvals
Maintain current licenses for all software in use
Report issues promptly through our ticketing system
Follow recommended security practices and policies
Ensure physical security of IT equipment on-site
Maintain adequate internet connectivity for business needs
Do not make unauthorized changes to systems or network configurations
Only PDC technicians may install programs or make administrative changes to servers
Restrict Domain Administrator access to PDC technicians only
Unauthorized Modifications
Do not modify, install, or reconfigure systems, servers, or network equipment without PDC approval. Corrections to unauthorized changes will be billed at the current hourly rate and may be grounds for agreement termination.
Equipment & Infrastructure Standards
Equipment Age
PCs, servers, and network equipment should be less than 5 years old for reliable performance and security.
Server Warranty
Servers must maintain active hardware warranty to ensure quick replacement and minimal downtime.
Hot Spares
Keep one spare desktop and laptop available for quick employee replacement during failures.
Business Firewall
Hardware or software-based firewall between your network and the internet is required.
Genuine Software
All software must be properly licensed. Unsupported or pirated software is not eligible for support.
Backup Solution
Server-based backup system with monitoring capabilities for disaster recovery readiness.
Services Available at Additional Cost
Hardware purchases and replacements
Capital projects and major infrastructure changes
Projects exceeding 4 hours of labor
Custom software development
Office relocations and network buildouts
Third-party software licenses (unless specified)
Specialty or industry-specific software support
Internet connectivity and ISP charges
Support for equipment over 5 years old or out of warranty
After-hours support (unless included in package)
Training services beyond basic orientation
Compliance audits and regulatory consulting
These services are billed at our current hourly rates or quoted on a project basis.
Questions about scope or need project work?
Contact your account manager to discuss additional services or project quotes.
|MANAGED SERVICES CLIENT GUIDEPolicies & Best Practices
Billing & Payment
Pricing Model
Per-user pricing, billed monthly in advance on the 1st of each month. Add or remove users as needed with prorated billing.
Payment Terms
Net 30 days. Accepted: ACH (preferred), credit card (+ merchant fee), or check. Auto-pay available for convenience.
Late Payment: 5-day grace period, then 1% monthly interest (12% per annum) beginning Day 10. Services may be suspended after Day 20 for non-payment. If experiencing difficulties, contact us - we can often work out arrangements.
Data Protection & Security
Data Ownership
You retain all ownership rights to your data at all times.
Security Measures
Industry-standard protection including access controls, patching, and monitoring.
Incident Response
Prompt notification and investigation support for security incidents on managed systems.
Compliance Support
Best-effort support for CMMC, HIPAA, NIST, and other compliance initiatives (consulting available).
Security is a shared responsibility. No system is completely secure. Client cooperation and adherence to security policies is essential.
Confidentiality
Both parties agree to protect confidential information in perpetuity, including customer lists, business plans, financial information, technical data, and trade secrets. Information required by law or already public is excluded.
Home & Remote Network Support
PDC will make best efforts to enable remote connections. However, home networks may lack adequate security features and equipment. PDC is not responsible for the security or adequacy of home networks. Work on home or alternative networks may be charged at the current hourly rate unless specifically included in your agreement.
Contract & Termination
Term & Renewal
Initial term per your agreement. Auto-renews for equal periods. Either party may provide 30 days written notice of non-renewal.
Data Transfer on Exit
30 days to transfer data after termination. PDC will remove monitoring tools and licenses. Client responsible for transfer costs.
IT & Cybersecurity Best Practices for Your Team
Use strong, unique passwords and enable multi-factor authentication (MFA) on all accounts
Never share passwords or credentials with anyone, including co-workers
Be cautious of phishing emails - verify sender identity before clicking links or opening attachments
Lock your workstation when stepping away (Windows + L)
Report suspicious emails, activity, or security concerns to PDC immediately
Do not install unauthorized software or browser extensions
Keep personal devices separate from business networks when possible
Back up critical files to approved company storage, not local drives
Full Managed Service Provider Agreement
This guide is a summary. Review the complete terms, including liability, indemnification, dispute resolution, and all legal provisions, at the link below.
Your Trusted IT Partner Since 1987
Preferred Data Corporation is committed to delivering reliable, secure, and proactive IT services. We are here to support your business every step of the way.
Questions About Your Managed Services?
Our team is here to help. Reach out anytime.