Managed Services Details 2026
Last updated 12.08.2025
Support
100% Satisfaction Guarantee
Should you find any aspect of our service unsatisfactory; we commit to initiating corrective measures promptly to resolve your concerns in accordance with our service agreement and our service level expectations.
Ticketing Dashboard Access
Clients have access to an online portal to view ticket status and support activity.
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)
Supported devices are monitored and managed for health, performance, and alerts using automated tools.
Scheduled Preventative Maintenance
We provide scheduled maintenance for all supported computers under this addendum.
Patch Management
Our Network Operations Center team identifies, approves, and automates installation of necessary OS security patches. The installation is scheduled for pre-determined times to ensure security vulnerabilities are minimized.
Proactive Monitoring & Alerts with Server Remediation
Servers are proactively monitored, and alerts are triaged and remediated by our third-party Network Operations Center (NOC). Issues requiring work beyond the NOC’s scope are escalated to JDC.ca Inc.
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
A managed remote-access platform provides secure MFA-protected access to company computers, with permissions assigned per user or group.
Backups
Backup Monitoring & Remediation
Backup jobs are monitored daily by our third-party Network Operations Center (NOC). Alerts and backup failures are triaged and remediated by the NOC when possible. Issues beyond the NOC’s capabilities are escalated to JDC.ca Inc. Backup storage is billed separately (per TB).
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
As part of a layered security approach, robust spam / malware filtering services are included to help protect you from email threats.
2FA/MFA Enforcement
Configuration and enforcement of multi-factor authentication across supported systems to reduce unauthorized access.
Requires correct M365 License.
Managed Endpoint Detection & Response (MDR)
Endpoints are continuously monitored using behavioral threat detection. A 24/7 Security Operations Centre (SOC) investigates alerts and performs active containment to stop malicious activity on compromised devices.
DNS Firewall
Malicious domains, phishing sites, and command-and-control destinations are blocked using real-time threat intelligence at the DNS layer.
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
Corporate email domains are monitored for exposed credentials and breach indicators found on dark web sources.
Suspicious Email Analysis Service
Security analysts review user-submitted emails and determine whether they are malicious, providing guidance on recommended actions.
Security Awareness Training
User-focused training modules that teach cybersecurity best practices and help reduce human risk.
Managed Cloud Detection & Response
Cloud applications such as Microsoft 365 are monitored for unauthorized access, risky configurations, and suspicious account behavior. Alerts are investigated by the SOC with recommended or active response actions.
Managed Network Detection & Response
Network traffic is analyzed for anomalous activity, lateral movement, command-and-control patterns, and early indicators of compromise. The SOC investigates detected threats and provides guidance or containment actions.
Extended Detection & Response (XDR)
Telemetry from endpoints, cloud services, network traffic, and identity systems is correlated to provide unified visibility and faster detection of complex threats.
Threat Hunting, Disruption & Active Containment
Security analysts proactively hunt for emerging threats, investigate indicators of compromise, and take direct action to disrupt attacks and isolate affected systems.
Actively Monitored 24/7 Services
24/7 Network Operations Centre (NOC)
A third-party NOC monitors servers, infrastructure, and backups around the clock. Alerts are triaged immediately, and the NOC performs the initial remediation steps available through their toolset before escalating issues to JDC.ca Inc. when required.
24/7 Security Operations Centre (SOC)
Security alerts are monitored continuously by a dedicated SOC. Analysts investigate threats in real time, isolate affected systems, disrupt active attacks, and escalate incidents to JDC.ca Inc. for any further remediation.
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.
Technology Business Reviews
Recurring strategic meetings to review performance, risk, cybersecurity posture, and upcoming technology needs.
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
Mobile Device Support (as applicable)
Mobile devices can be enrolled into a mobile device management solution for centralized policy enforcement and security controls. Support is limited to devices enrolled in the approved MDM platform. 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.
Additional Notes
- All items listed above apply unless otherwise modified in the Managed Services Addendum.
- Labor is billable for any discovery, audit, or documentation requests associated with lawsuits, compliance requirements, cyber insurance audits, or third-party reviews.
- Anything not specifically mentioned above is excluded.
