Managed Services Details

Last updated 3.25.2025

Proactive IT Management (For All Managed Services Packages)

  • Information Privacy
    We are committed to honoring our clients' preferences regarding the confidentiality of their proprietary business information. In alignment with our privacy policy, we maintain the confidentiality of such information with the same degree of care as we do for our own confidential information, and we do not disclose it to third parties.
  • 3rd Party Cybersecurity Audit To Ensure We Remain Secure
    JDC.ca Inc. engages a third-party Chief Information Security Officer (CISO) firm to conduct ongoing monitoring and assessment of our cybersecurity stance. This measure ensures the implementation of robust security protocols to safeguard the interests of our clientele.
  • Weekly Cybersecurity And Tech Tips
    On "Tech Tips" we send out Cybersecurity & Tech Tips to all end users for educational and Cybersecurity purposes.
  • 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.
  • Try Us Before You Commit
    FOR NEW CLIENTS ONLY*: Irrespective of the addendum duration, the initial three-month period shall operate on a month-to-month basis for all new clients. During this term, a notice period of 60 days is requisite for termination. Subsequent to this initial term, the agreed-upon contract term length will commence.
  • Technology Business Reviews
    JDC.ca Inc. Account Manager will collaborate with client’s key stakeholders on a regular basis to develop an IT strategy in alignment with short and long-term objectives of the client’s organization.  A detailed roadmap and predictable budget will be provide to ensure major projects and expenses are planned for well in advance.
  • Regular Quality Assurance Check-Ins
    For On-site service plans, JDC will regularly send someone to do a “walk-through” to check-in with key employees for any IT needs.

User Management

  • 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
    Multi-factor authentication provides an additional layer of security when logging into supported systems. It's the concept of something you know (password) plus something you have (phone).
    Requires correct M365 License.

  • M365 User & License Management
    We facilitate the purchase and maintenance of licenses for M365 and Google Workspace. We provide support and troubleshooting for managed M365 and Google Workspace accounts. No development is included in support of these products.
    Requires correct M365 License.

  • M365 Workspace Detection & Response
    We monitor and protect your M365 environment against cyber threats, unauthorized access, and suspicious data activity. Our team enforces security policies and strengthens your defenses.
    Requires appropriate Microsoft licensing and client-defined parameters.
  • M365 Data Protection & Backup
    Provide industry leading 256-bit encryption at rest and 128-bit in transit. Provide multiple snapshots at regular intervals throughout the day. This ensures that the backups keep up with your demands and provide you with peace of mind.
  • Suspicious Email Analysis Service
    Empowers your employees to send suspicious emails directly to our 24/7/365 security operations centre for immediate analysis.  We do not guarantee identification of all threats.
  • Threat disruption & Active Containment
    Our 24/7 Security Operations Centre detects and contains cyber threats in real time, isolating affected systems and blocking attacks. Coverage applies only to managed endpoints, networks, and cloud services under our agreement.
  • Dark Web Monitoring
    A combination of human and machine intelligence with powerful search capabilities to scour the dark web to identify, analyze and actively monitor for your organization's compromised credentials 24 / 7 / 365, alerting you to potential trouble, fast.
  • Phishing Simulation & Security Awareness Training
    Best-in-class, fully automated simulated phishing attacks, thousands of templates with unlimited usage, and community phishing templates.
  • New User Setup
    We provide up to 3 new user and/or computer setups per month included in the Premium package. Any additional users and/or computers will be billed at a flat fee of $275.

Computer Management

  • Endpoint Detection & Response
    An end-to-end approach to cybersecurity deeply rooted in artificial intelligence (AI) and machine learning (ML). Helps detect and prevent ransomware and attacks from malware.
  • Remote Monitoring & Management
    We provide Management and Alerting for all supported devices under this addendum.
  • 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.
  • Alerts & Reporting
    Our remote monitoring and management system provides the ability for us to escalate alerts to the appropriate engineers for resolution.
  • Secure Remote Access
    We provide clients with secure, encrypted remote access to their workstations. This allows employees to access their computers from anywhere, ensuring business continuity and flexibility.
  • Remote Support & Fix – Computer Issues
    JDC.ca Inc. will provide computer break fix and managed software troubleshooting. Unmanaged software will receive best effort support or act as technical liaison with product support.
    *Remote support will be performed unless the technician determines onsite repair is necessary.
  • Onsite Support & Fix - Computer Issues
    JDC.ca Inc. will provide computer break/fix and troubleshooting. End-of-Life hardware will receive best effort support or JDC.ca Inc. will facilitate vendor support on the client's behalf.
    *Remote support will be performed unless the technician determines onsite repair is necessary.
  • Provision Computer
    *Labor Only; All Hardware and Software Costs Will Be Additional
    JDC.ca Inc. will configure managed computers to match the clients approved desired state for new hires. These devices will be required to meet the JDC.ca Inc. minimum baseline requirements (i.e. Hardware, system specifications [CPU, RAM, storage space, etc. and current operating system). We provide up to 3 computer setups per month included in this package. Any additional computers will be billed at a flat fee of $275 per new computer setup.
  • Installation Of New Software
    Labor Only; All Hardware and Software Costs Will Be Additional.  JDC.ca Inc. will provide managed software troubleshooting and support. Unmanaged software will receive best effort support or act as technical liaison with product support.

Server Management

  • Endpoint Protection
    An end-to-end approach to cybersecurity deeply rooted in artificial intelligence (AI) and machine learning (ML). Helps detect and prevent ransomware and attacks from malware.
  • Remote Monitoring & Management
    We provide Management and Alerting for all supported devices under this addendum.
  • 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.
  • Alerts & Reporting
    Our remote monitoring and management system provides the ability for us to escalate alerts to the appropriate engineers for resolution.
  • 24/7/365 Server Monitoring, Troubleshooting & Remediation, Custom Scripting & Maintenance
    Powered by a third-party NOC, provides continuous monitoring, troubleshooting, and maintenance. The NOC team works to resolve all server issues, applying custom scripts and proactive remediation. If direct action is needed, they escalate the issue to us for resolution.
  • 24/7/365 Backup Monitoring, Backup Remediation & Proactive Support
    Powered by a third-party NOC, ensures continuous backup oversight, proactive issue resolution, and remediation. The NOC team addresses backup failures and escalates unresolved issues for further action, ensuring data protection and reliability.  Cloud Storage Space charged extra ($75/month/TB)
  • Server Data Backup
    JDC.ca Inc. will provide server data backup per managed server with a retention of 90-days. Any additional storage or retention is available for purchase.
  • Remote Support & Fix – Server Issues
    JDC.ca Inc. will provide server break fix and managed software troubleshooting. Unmanaged software will receive best effort support or act as technical liaison with product support.
    *Remote support will be performed unless the technician determines onsite repair is necessary.
  • Onsite Support & Fix - Server Issues
    JDC.ca Inc. will provide server break/fix and troubleshooting. End-of-Life hardware will receive best effort support or Vector Choice will facilitate vendor support on the client's behalf.
    *Remote support will be performed unless the technician determines onsite repair is necessary.

Site Management

  • Proactive Network Management
    Visibility into Network Traffic flow, helping to identify issues or inconsistencies causing slow-downs or interruptions in your network infrastructure.  Keep Routers and Switches with updated firmware, hardware and security patches.
    Requires JDC.ca Inc. supported network devices and controller.
    As Per our Service Level Expectations
  • IT Documentation & Network Diagram.
    We maintain up-to-date IT documentation, including a detailed network diagram, asset inventory, and configurations of critical systems. This ensures streamlined troubleshooting, informed decision-making, and efficient IT management. Access to documentation is restricted to authorized personnel only.
  • Managed Network Detection & Response
    Our 3rd Party Security Operations Centre detects early signs of an attack on your network. Identify suspicious traffic and connections, boost your external defense and extend your coverage to protect devices that cannot be protected by endpoint agents or cloud.
  • DNS Firewall
    Monitor and block connections to malicious websites to ensure safe web browsing and Internet access.
  • Risk Management & Compliance Reports
    Provided by our Security Operations Centre, Complete Risk Management & Compliance Reports assess your organization’s cybersecurity risks and regulatory compliance. These reports identify vulnerabilities, highlight compliance gaps, and provide recommendations for mitigation. They also review past incidents and offer insights to strengthen your security posture and ensure adherence to applicable laws and standards.
  • Annual IT Assessment
    We conduct a comprehensive yearly IT assessment to evaluate your technology environment, identify security risks, and ensure alignment with industry best practices. This includes reviewing hardware, software, network infrastructure, security controls, and business continuity plans. A detailed report with findings and recommendations will be provided.
  • Firewall with IDS/IPS
    A JDC.ca Inc. approved router must be used for this feature. Intrusion Detection Systems (IDS) and Intrusion Prevention Systems (IPS) are security features found in industry leading firewalls. They monitor the events occurring in your network and analyzing them for signs of possible incidents or threats.

Add-Ons

  • Phone System
    We provide full management and support for your JDC.ca Inc. supported VoIP phone system, ensuring reliable communication and seamless operations. This includes setup, configuration, ongoing maintenance, troubleshooting, and software updates. Vendor liaison services are included for issue resolution, but hardware and licensing costs are additional.
  • Network Video Recorder
    We support Network Video Recorders (NVRs) that we have installed or NVRs for which we have the ability to service. We are not responsible for third-party NVR systems or those not installed by us unless explicitly agreed upon in writing. Our support includes monitoring, maintenance, troubleshooting, and management of the NVR system as part of our service offering. Any required additional hardware, software, or configuration changes will be billed as additional services.
  • Door Access
    We support Door Access systems that we have installed or those for which we have the ability to service. We are not responsible for third-party Door Access systems or systems not installed by us unless explicitly agreed upon in writing. Our support includes monitoring, maintenance, troubleshooting, and management of the Door Access system as part of our service offering. Additional hardware, software, or configuration changes necessary to meet your requirements will be billed separately.

Computer Backup & Recovery

  • Computer File Backup
    JDC.ca Inc. will provide a file level backup of the following file extensions up to 250G of storage, with a retention of 30 days.
  • Additional Storage For Computer File Backup
    Additional storage is available for purchase at increments of 50G.
  • Image-Based Backup
    If you would like for us to backup your entire computer with bare metal backup, it is available for purchase.

Additional Notes

  • All information listed above is enforced unless otherwise agreed upon in the Managed Services Addendum
  • For New Clients Only
    The definition of "new client" is someone that has never done business with us or with an entity we have acquired prior to signing this Addendum.
  • We bill labor for any discovery or audit requests related to lawsuits, compliance regulations, and third-party audits.

  • Anything not specifically mentioned above is excluded.