Enable Terms and Services
Asynchronous Collaboration
Overview
Historically, employees did their jobs at the same time and in the same place—9 to 5 in the office. But new patterns of work and new technology have allowed people to find ways of collaborating that transcend space and time—9 to 5 in the office is no longer the default, and people can work together even if they are working at different times of day.
tags: #BasicTerms #Enable_Terms
Block Hours Agreement
Overview
A support agreement in which Enable will provide a predetermined number of recurring support hours per month to support a client. This is a flexible plan in that the client can use their hours as the choose, but the risk is on the client because going over the allotted hours incurs extra fees.
Co-Managed Client
Overview
Any time enable has an agreement with a client where we support some, but not all, of the IT services for a client, this is a Co-Managed Client. In a "Server/Network MSA," Enable will support those items, but staff employed by the client provides all support to the users.
tags: #Enable_Terms
CSP
Overview
Microsoft network of Cloud Solution Providers. They are value added resellers and implementors of Microsoft 365 products or special products that help make M365 better.
tags: #Enable_Terms
HaaS
Overview
Hardware as a Service - The provider or MSP owns all equipment and handles any necessary upgrades or maintenance. This is extremely rare for Enable.
tags: #Enable_Terms #hardware
Hudu
Overview
Hudu is the documentation repository for devices, systems, and implementation and maintenance procedures used by Enable to support our clients. It synchronizes with CWA, Auvik and other systems to provide a single system that details what devices, services, software, licenses, etc. any given client uses to make their technology work to meet ministry goals. This can be licensed for client use.
IT
Overview
Information Technology - The area of work that deals with all of the tools and systems that allow us to share information with each other. IT focuses on helping clients successfully use their computers, Networks, Servers, Cloud services, and a myriad of other related services and equipment.
tags: #Enable_Terms #BasicTerms
LCI
Overview
Lifecycle Insights (LCI) is a tool for Strategy Consultants and CRMs to converge business analytics data and provide reporting to clients for budgeting, Lifecycle, and business maintenances purposes.
tags: #Enable_Terms
Lifecycle
Overview
Every piece of technology will eventually need to be replaced. Enable feels that it is in the best interests of our clients to do these replacements proactively based on how long industry standards expect the specific devices to last before beginning to have issues, before the warranty expires, when the vendor no longer sells or supports the device, or before it becomes irrelevant.
tags: #Enable_Terms
Ministry Enablement
Overview
Another distinguishing factor relating to how Enable operates as an MSP is that we strive to make every interaction with our clients help make their Ministry better. We help our clients use technology to enable ministry. We do not simply introduce "cool tools," we help clients leverage technology to make their Ministry more effective, either by reducing administrative overhead, or expanding the use of tools for more effective or broader outreach.
tags: #Enable_Terms
MSA
Overview
Managed Services Agreement - a type of contract given by an MSP to their client that setups up expectations for how they will provide support. You may hear "Full MSA" which is Enable's term for the "all you can eat" plan for support. We factor in how many users, servers, and network devices, etc. a client has and charge a flat monthly rate to support users and server and network gear. Or, you may hear "Server/Network MSA" - we fully support these items, but do not directly support the users. There are no "overage fees" in this case, but if we consistently need more hours than we estimated, we may charge more the next year. However, see Project for exclusions. This is our preferred agreement, but Block Hours agreements are common.
MSP
Overview
Managed services provider. Enable is an MSP. We manage our client's IT needs
tags: #Enable_Terms
NOC
Overview
Network Operations Center - for Enable, this is our team of engineers who oversee all of the tools that we use to monitor and remotely control and configure client Network, workstation, and Server devices. Other IT departments or MSPs may use this to refer to either a team of individuals who concentrate on network maintenance, or even in reference to the MDF.
tags: #Enable_Terms
Patching and AV Only
Overview
This is an add-on to a client agreement in which we install our tool set, including AV, CWA, CWSC, and other endpoint protection tools like ThirdWall on user workstations for a Co-Managed client where we do not handle user support. Often this is coupled with licensing some or all of these tools for the IT employees of the client so that they can "use what we use" to support their staff. See Patching.
Project
Overview
In general, our support agreements cover everything that exists in a client environment (that we agreed to support). If something needs to change, like replacing a Server or piece of Network gear, we do a separate project that is outside of the normal agreement and costs extra. We typically do NOT charge extra for normal Lifecycle replacements of user computers. If we do not have a support agreement, we may refer to that client as "Project Only," and come in as needed to perform a discrete scope of work. These project only client engagements do NOT include ongoing support of the equipment or service we set up during the project.
Security Awareness
Overview
Security Awareness training is the practice of keeping users informed of best practices to avoid Phishing attacks, hijacked systems, viruses and other ways bad guys try to steal data. We use ELP to deliver this within Enable and with a growing number of clients. Often, this is required by Cybersecurity Insurance providers.
tags: #Enable_Terms #security
Technology Assessment
Overview
A one-time paid service that Enable offers to discover what technology a client has in place, and what we would recommend to make it work better, or suggest new tools that align with their organizational goals. This is the basis for all MSA clients because we MUST know what they have to take the risk inherent in that type of support agreement. Not every Assessment leads to on-going support. Sometimes we will do Projects to assist in meeting our recommendations, but the client is not "on the hook" to use us for this or engage any further after we deliver our recommendations.
ThirdWall
Overview
A component of CWA that can do policy enforcement, like requiring a screensaver after inactivity. One of the best features is the ability to isolate a computer from the network that has had Ransomware found on it so that the infection doesn't spread to other devices. This requires special considerations based on the function of the machine, such as check-in kiosks.
Vendor Management
Overview
Enable is distinguished from other MSPs by our willingness to engage with a client's other vendors that are related to technology to help ensure the client is getting what they need. For example, we don't make the client act as "middle men" to get new copiers set up; we work directly with the vendor to do so.
tags: #Enable_Terms