Managed Services Details 2026
Last updated 12.08.2025
Support
100% Satisfaction Guarantee
We stand behind our services. If any work does not meet expectations, we will make it right at no additional cost.
Ticketing Dashboard Access
Clients receive access to an online portal where they can view the status of their tickets, updates, and service history. This is a read-only system designed to provide visibility into support activity without requiring a specific platform reference.
Remote & Onsite Support
Technical support is available during business hours for troubleshooting, configuration assistance, and resolution of issues. Work is billed per the published rate card and subject to billing increments.
After-Hours, Weekend & Holiday Support
Emergency support outside standard business hours is available and billed at after-hours rates.
Endpoint & Server Management
Remote Monitoring & Management (RMM)
Endpoints and servers are continuously monitored for performance, security, and operational health using automated tools.
Scheduled Preventative Maintenance
Routine maintenance tasks are performed to maintain system performance, reliability, and security.
Patch Management
Deployment of approved operating system and supported third-party patches to maintain secure and up-to-date systems.
Proactive Monitoring & Alerts with Server Remediation
Servers generate alerts for hardware, performance, and service issues. Technicians investigate and remediate as required.
Proactive Network Monitoring & Documentation
Network infrastructure is monitored using NMM (network monitoring and management) tools. Device health, topology, and performance data are used to maintain accurate documentation and improve troubleshooting.
Remote Access & Identity Control
Secure, Role-Based Remote Access
Users receive secure, policy-driven access to internal systems and cloud services, ensuring only authorized personnel can reach sensitive resources.
Backups
Backup Monitoring & Remediation
Backup jobs are monitored daily. Failed or incomplete backups are investigated and corrected to maintain data protection continuity.
M365 & Cloud Backups
Automated backups of Microsoft 365 data including email, OneDrive, SharePoint, and Teams. Backup frequency and retention follow the standards of the backup solution used.
Security Essentials
Managed Email Security
Advanced filtering and threat detection provide protection from spam, phishing, malware, and malicious links.
2FA/MFA Enforcement
Configuration and enforcement of multi-factor authentication across supported systems to reduce unauthorized access.
Managed Endpoint Detection & Response (MDR)
Behavior-based monitoring and automated response capabilities to detect and contain endpoint threats in real time.
DNS Firewall
Domain-level filtering blocks access to known malicious domains and command-and-control infrastructure.
Email Authentication Security (DMARC, DKIM & SPF)
Configuration and management of authentication standards to prevent spoofing and improve email delivery integrity.
Advanced Security
Phishing Simulation
Routine phishing tests provide insight into user risk and support ongoing security awareness.
Dark Web Monitoring
Continuous monitoring for compromised credentials and exposed company information on dark web sources.
Suspicious Email Analysis Service
Security analysts evaluate emails submitted by users and advise whether they are malicious or safe.
Security Awareness Training
User-focused training modules that teach cybersecurity best practices and help reduce human risk.
Managed Cloud Detection & Response
Active monitoring of Microsoft 365 environments to detect suspicious behavior, unauthorized access, and cloud-specific threats.
Managed Network Detection & Response
Network-level inspection to identify anomalous traffic, lateral movement, and early attack indicators.
Extended Detection & Response (XDR)
Integrated threat detection and correlation across endpoints, cloud, identity, and network environments.
Threat Hunting, Disruption & Active Containment
Security analysts proactively investigate threats, isolate compromised devices, and contain malicious activity.
Actively Monitored 24/7 Services
24/7 Network Operations Centre (NOC)
Around-the-clock monitoring and remediation of server, backup, and infrastructure issues to ensure maximum uptime.
24/7 Security Operations Centre (SOC)
Continuous monitoring of security alerts and immediate analyst response to threats, incidents, and suspicious activity.
Documentation
IT Documentation & Network Diagram
Centralized, structured documentation of hardware, software, credentials (secured), licensing, and network architecture.
Active Network Discovery
Automated detection of new devices on the network to keep documentation accurate and assist with inventory management.
Business Strategy (vCIO)
Cyber Insurance Ready
Support implementing and maintaining the technical controls commonly required for cyber insurance. This includes providing supporting documentation and completing relevant security checklists. (Intentionally phrased to avoid any legal obligation to guarantee coverage.)
Technology Business Reviews
Recurring strategic meetings to review performance, risk, cybersecurity posture, and upcoming technology needs. Cadence varies based on organization size and complexity.
IT Development Roadmap & Planning
Assistance with long-term IT planning, lifecycle management, prioritization of upgrades, and budgeting guidance.
Best Practices Roadmap
Review of the environment against industry and JDC best practices, with recommendations to reduce risk and improve reliability.
Regular Quality Assurance Check-Ins
Review of service delivery performance, open issues, and alignment with expectations to ensure ongoing satisfaction.
Phones & Tablet Management (Implicit from Page 2 Pricing)
Because you bill for phones/tablets, a single description should be included:
Mobile Device Support (as applicable)
Mobile devices can be enrolled into a mobile device management solution for centralized policy enforcement and security controls. Clients must provide or license the required MDM platform (such as Intune). Support includes configuration, enrollment, and policy enforcement.
ADD-ONS
Phone System
We provide management and support for VoIP phone systems that are supported by JDC.ca Inc. This includes configuration, routine maintenance, troubleshooting, and coordination with the phone vendor when required. Hardware, licensing, and carrier-related costs are excluded.
Network Video Recorder (NVR)
Support is provided for NVR systems installed by JDC.ca Inc. or for systems we are explicitly able to service. Support includes monitoring, maintenance, troubleshooting, and system management. JDC.ca Inc. does not assume responsibility for third-party NVR systems that were not installed by us unless agreed upon in writing. Additional hardware, upgrades, or system changes are billed separately.
Door Access Systems
We support door access systems installed by JDC.ca Inc. or systems for which we have service capability. Support includes monitoring, maintenance, troubleshooting, and management of the access control system. Systems installed by third parties are not supported unless agreed upon in writing. Hardware upgrades, software licensing, or configuration changes are billed as additional services.
Computer Backup & Recovery
Computer File Backup
A file-level backup is provided for supported computers, including backup of common file extensions up to 250GB of storage with a 30-day retention period.
Additional Storage for Computer File Backup
Additional storage can be purchased in 50GB increments for clients requiring higher retention capacity.
Image-Based Backup (Optional Add-On)
Full system image backups (bare-metal backups) are available for purchase for clients requiring complete device recovery capabilities.
Additional Notes
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All items listed above apply unless otherwise modified in the Managed Services Addendum.
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New Clients Only: A “new client” is defined as an organization that has not previously done business with JDC.ca Inc. or an entity we have acquired.
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Labor is billable for any discovery, audit, or documentation requests associated with lawsuits, compliance requirements, cyber insurance audits, or third-party reviews.
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Anything not specifically mentioned above is excluded.
