The one-time Onboarding Service will include some or all of the following activities:

Internal Kick-off Meeting
• Internal meeting between the Onboarding Team and the Sales/Account Manager
• Overview of the Client, including its mission and goals
• Discussion of Service Agreement requirements, such as device count and use of technology
• Review of Client’s expectations and identification of keys to a successful partnership
• Review and finalization of a list of information needed from the Client to fulfill the onboarding task
• Discussion of project timeline and schedule
• Creation of Client accounts in service delivery systems (PSA, RMM, Password tool, Finance tool)

Introductory Client Meeting
• Schedule and facilitate a meeting with the Client Point of Contact
• Review the Client’s expectations for the provision of both Onboarding and Ongoing services
• Review and discussion of any existing or known technical issues with the Client network
• Review the list of information that will be needed
• Review the project timeline and confirm the Onboarding Service implementation schedule
• Assess physical access requirements (suite and building access)

Technical Audit and Assessment
• Secure administrative credentials for the domain as well as for critical network devices such as Firewall, Switch, and Wi-Fi Routers (when applicable)
• Run a network scanning tool to identify devices on the network
• Finalize the device count and input all configurations in the PSA System
• Assess server and software functional roles
• Assess critical business functions such as messaging (email), backup, connectivity, and endpoint security
• Obtain relevant vendor information from the Client (account numbers, warranties, and contact information)

User Contact Information
• Gather user information (names, titles, email addresses, and telephone numbers)
• Document emergency contact procedures (POC emergency telephone number and building access)
• Input all user information in the PSA System and assign Configurations

RMM System Configuration
• Create Remote Management and Monitoring (RMM) agents for workstations and servers
• Deploy RMM workstation and server agents
• Deploy “Utility Folder” on workstations
• Deploy antispyware security tool (if applicable)
• Configure system maintenance notifications
• Configure patching membership and deployment
• Configure monitoring and alerting
• Configure backup on servers (if applicable)

PSA System Configuration
• Review user information and configuration assignments
• Configure PSA Agreements, PSA Agreement Workflows, and assign Configurations to the PSA Agreements
• Configure the integration between PSA system and the Client account in the RMM System
• Configure the PSA Invoicing parameters
• Setup the Client Portal and assign user security rights
• Identify and configure Service Templates
• Configure Reporting parameters

Internal “Go Live” Meeting
• Internal Company meeting between the Onboarding Team, the Sales Manager, and the Service Desk
• Review preliminary network documentation and discuss known technical issues
• Discuss requirements and prepare for live support

Client Training
• Introduce users to Company and its Service Desk
• Introduce the assigned Systems Analyst
• Provide users with support stickers for the laptops and/or desktops
• Inform user how to contact the Service Desk and request support
• Provide an overview of the Ticketing System

Go Live
• Commence the performance of Ongoing Services

Post-Onboarding Assessment
• Perform physical inspection of the technical infrastructure (including pictures of important areas)
• Document critical wiring, infrastructure, and equipment components
• Document user and device locations
• Perform a basic review of the Domain and Active Directory configuration
• Perform a basic review of the firewall and various network security configurations
• Perform a basic review of the Exchange configuration (if applicable)
• Finalize the first version of the network documentation

90-Day Deliverable
• Operations Guide
• Technology Improvement Plan