What’s Covered and What’s Billed Separately

Hudson Valley IT Services, LLC

Your Plan

Every client's plan is tailored to their business. The specific items and quantities covered are listed on your monthly invoice and may change as your needs evolve.

Your invoice shows exactly which service components are included in your plan, along with the number of endpoints or users covered for each. The main components are:

Technical Support for Users, Computers, and Servers (Per Computer) — Day-to-day helpdesk support including troubleshooting, configuration, and problem resolution, available Monday to Friday, 9 AM – 5 PM. Counted per computer, normally matching the endpoint count. If your invoice shows this line, helpdesk support is included. If it says "NOT COVERED," helpdesk support is available on an hourly basis.
Endpoint Security and Administration Services (Per Computer) — Remote monitoring, maintenance, patch management, antivirus, endpoint detection and response, ransomware detection, endpoint backup licenses, vulnerability monitoring, and 24/7 Security Operations Center coverage. Counted per computer — desktops, laptops, and servers (including virtual servers) each count as one endpoint.
User Services (Per M365 Licensed User) — Microsoft 365 cloud-to-cloud backup, AI anti-phishing, cyber security training, dark web monitoring, and 24/7 Security Operations Center for covered cloud platforms. Counted per Microsoft 365 licensed user.

Not every client has all three. Some clients have full coverage across all components. Others may have endpoint security and administration without helpdesk support, or user services without endpoint coverage. Your invoice will clearly show which components are active and the quantities covered.

Depending on your plan, covered support may include:

Help with your computers, servers, and network equipment
Software updates and security patches
Antivirus, threat detection, and security monitoring
Email and Microsoft 365 support
Data backup monitoring
Remote and on-site support for your covered equipment
Software and configuration setup for printers and peripherals on your network

When something isn't working right with your covered equipment, you submit a ticket and we take care of it. If you're unsure what's included in your specific plan, check your invoice or ask us — we're happy to clarify.

Your Responsibilities

Our agreement works best when both sides do their part. As outlined in our terms of service:

Basic self-service is expected. Your staff should be able to handle simple tasks like unpacking a new printer, plugging it in, and connecting cables. We handle the software and network configuration. If an on-site visit is needed solely because a user is unwilling to perform basic setup steps they are capable of doing, that visit may be billed separately.
Business-related use. Equipment and software should be used for their intended business purpose. Issues that arise from misuse or from a fundamental lack of basic technology skills are not covered. We provide technical support, not basic computer training.
Separate tickets for separate issues. Each distinct problem should be reported as its own ticket so we can track and resolve it efficiently.

What May Be Billed Separately

Certain types of work fall outside the standard managed IT plan. When requested by your authorized employees or managers, these are completed and billed on an hourly basis.

Physical repairs on peripherals:

Printer, scanner, fax machine, or phone hardware repairs (we do cover software and configuration support for these devices)

Systems we don't manage:

Phone systems, fax services, and PBX hardware
Wiring and cabling installation or repair
Equipment brands or specialized hardware not on your supported equipment list

Project and specialized work:

Custom software development or scripting
Data migration or bulk data processing
Compliance paperwork and regulatory form filling (available with a separate compliance agreement)
Office relocation of desktop PCs, printers, and peripheral devices (we do assist with major network and server components)

After-hours work:

Non-emergency support outside business hours may incur additional charges at the Provider's discretion

Two Types of Hourly Work

When work is billed separately, it falls into one of two categories:

Technical Support

Any hands-on technical work that falls outside your plan — remote support, on-site work, programming, configuration, troubleshooting, or setup. This is billed at the standard hourly support rate.

IT Consulting

Phone calls, meetings, and appointments that require top-level consultants for advisory and strategic guidance rather than hands-on technical work. This is billed at the consulting rate, and includes things like:

Scheduled consultations to discuss technology decisions
Reviewing a vendor's technology proposal and explaining what it means for your business
Producing technical documentation or architecture assessments
Planning a technology upgrade or system migration
Security and compliance advisory

How It Appears on Your Invoice

Your monthly plan is a single flat-fee line item — the same predictable amount each month.

If hourly work was performed in a given month, it appears on a separate invoice with a clear description of what was done.

Important: Authorization and Approvals

When your employees or managers who are authorized to request help submit a service request, we treat that request as approved and proceed with the work. It is your responsibility to ensure the people requesting help on behalf of your organization understand what is covered under your plan and what may be billed separately. We encourage you to review this guide with your staff so everyone is on the same page.

Questions?

If you're ever unsure whether something is included, just ask before submitting the request. We're happy to clarify.

Phone: 845-202-4032
Support Portal: hudsonvalley-it.com/support-center

This guide is provided for informational purposes and does not modify the Master Managed IT Support Agreement.

Hudson Valley IT Services, LLC — hudsonvalley-it.com