Effective Date: 5/8/2024
A comprehensive overview of how we deliver IT solutions for your business
General
What is the purpose of this Services Guide?
This Services Guide does not represent a contractual agreement. The purpose is to explain Streamline IT’s interaction with Client Partners in a way that is 1) easy to understand 2) consistent across all client partners and 3) able to evolve with the changing security and technology landscape.
Business Hours
Our helpdesk is available 8:00am – 5:00pm Monday to Friday, excluding Ontario’s statutory holidays.
Standard Rates
| Description of Service | Rate |
| Hourly Service (Business Hours) | $165/hr |
| Hourly Service (After Hours) | $247.50/hr |
| Site Visit Fee | $115 |
Invoice Terms
Unless otherwise stated on our invoice, Streamline IT’s standard terms are net 30. Any amount overdue will trigger warnings and may result in limited service and, potentially, a reconnection fee.
Procurement
What procurement services does Streamline IT provide?
Streamline IT can procure IT related hardware, software licences and subscriptions. While this is not Streamline IT’s main line of business, it does add value to our Client Partners for parts to be purchased and handled by our expert staff.
What warranty comes with parts procured through Streamline IT?
Streamline IT does not provide any additional warranty beyond what is provided by the manufacturer. However, if the part is purchased through Streamline IT, we will manage the return and replacement process. If it is not purchased through Streamline IT, the Client Partner will need to manage this process.
Do I have to buy IT Equipment through Streamline IT if I want it supported under our Managed IT Services agreement?
No. Our Managed IT Services Client Partners are not required to purchase hardware through Streamline IT. They may purchase it themselves through another vendor. However, Streamline IT cannot guarantee that the part will be correct and cannot manage the return process, if it is not.
Professional Services
What are professional services?
Professional Services are limited engagements with Client Partners to provide specific deliverables. Normally, these would be IT projects to install or setup IT hardware or services. This work typically starts with a proposal, is outlined in a scope of work, and approved before it is started.
Managed IT Services
What are Managed IT Services?
With a Managed IT Services agreement, a Client Partner delegates the management of their IT infrastructure to a third-party provider, such as Streamline IT. This includes proactive monitoring, maintenance, and support for the company’s IT systems.
What work is covered under Managed IT Services, and what is not?
Streamline IT provides Managed IT Services for our Client Partners on a flat fee per month. It is important to understand what is included in this flat fee, and what is not.
Work that is covered:
- IT Support requests from staff on existing hardware or software
- Working with 3rd party vendors to resolve issues
- On-site visits to a covered office location for support (within the GTA only)
- Implementing pre-defined email signature changes
- Onboarding new staff members
- Offboarding former staff members
Work that is not covered:
- Replacing failed infrastructure hardware
- Replacing failed equipment
- Setting up new equipment
- Working with the Client Partner to redesign e-mail signatures
- On-site visits to a covered office location for support outside of the GTA
Who are the members of the support team assigned to our account?
A key differentiator with Streamline IT is that we assign a Dedicated Technical Advisor (also known as DTAs) to each of our Client Partners. The DTA is the one who receives all support requests for the Client Partner and ensures they are resolved in a timely fashion.
The DTA is supported by a team, to ensure consistency. These team members are as follows:
- Senior Technical Advisor – works with the DTA to ensure consistency and assist with complex issues
- IT Strategy Advisor – meets with the Client Partner, on a quarterly basis, to develop an IT roadmap and inform the Client Partner of any risks.
How do on-site visits work?
On-site visits from our technical advisors to any locations included in our monthly Managed IT Services fee are done at no cost to the Client Partner. We will come on-site anytime there is an IT issue that needs physical attention.
For many Client Partners, Streamline IT also performs regularly scheduled on-site visits. These visits are an opportunity to address any small issues that staff may be experiencing. The frequency of these visits depends on the size and needs of the Client Partner.
How to reach us for support?
There are 3 ways to reach our team for support:
- Online portal – help.streamlineit.ca (recommended)
- Email – help@streamlineit.ca
- Call – 416-855-0855
How to reach us for support After Hours?
Reach out to us for support with any of the methods used during normal business hours. Each method will have an option to reach our after-hours team. Please note that after-hours support is available at an additional cost.
Service Target Levels
Streamline IT’s service team’s objective is to exceed the following service level targets on support incidents. An automated report of actual support levels can be sent to Client Partner Leadership, every month.
| Priority | Affected Service | Response Time | Resolution Time |
| Critical | Service not available (all users and functions unavailable) | 30 minutes | 2 hours |
| High | Significant degradation of service (large number of users or business critical functions affected) | 1 hour | 4 hours |
| Medium | Limited degradation of service (limited number of users or functions affected, business process can continue) | 2 hours | 8 hours |
| Low | General question, or assistance required | 4 hours | 16 hours |
What is covered during cyber-security incidents?
Cyber-insurance has become a necessity for all businesses. Streamline IT highly recommends that all our Client Partners maintain cyber-insurance. We also guide our Client Partners to continually improve their cyber-security posture.
If a cyber-security incident does occur and it is easily resolved with less than 20 hours of labour, or $5000, Streamline IT will include this time in our normal Managed IT Services. If the incident response exceeds these limits, then the total amount of time spent on the incident will be billed. We would encourage this be submitted against a claim on the client’s cyber-insurance policy. As a note, the overtime fee will be applied to all time spent after hours, as usual.
If the cause of the incident is related to security recommendations that were previously reported to the Client Partner for actioning, Streamline IT will bill all time spent on the incident. We encourage this be submitted against a claim on the Client Partner’s cyber-insurance policy.
Are there price increases?
From time to time, it is necessary for Streamline IT to increase pricing for Managed IT Services, due to inflation, vendor price increases, or other market pressures. Normally, a pricing review is done in October for the upcoming calendar year. An update is sent to all Client Partners in November with the result of the review, whether an increase is required or not.
What if I want to cancel?
Streamline IT relies on our good service to retain Client Partners, not multi-year agreements. Client Partners may leave Streamline IT at any time, with 30 days’ notice. Client Partners can be assured that we will do what is necessary to ensure a smooth transition to the next IT provider.
Many subscriptions that Streamline IT pays for on Client Partners’ behalf, such as Microsoft 365, are based on yearly commitments to the vendor. We will make a list of these and ask that the remainder of the terms be paid. The Client Partner will continue to own and use these licences.
Time required from Streamline IT to assist with the transition will involve our professional services. We will ask our Client Partner to complete payment for a pre-paid block of hours to cover these efforts, before the transition period.
Additional information for Co-Managed IT Services
Co-Managed IT Services are a service model where our Client Partner has an internal IT person or team that works in collaboration with Streamline IT. This allows the Client Partner to leverage Streamline IT’s expertise, resources, and tools, while maintaining an in-house IT technician to manage day-to-day IT operations.
How does Streamline IT work with my internal IT Team?
Co-managed relationships vary by business and industry. Most often, Streamline IT will be responsible for the following:
- Managing, monitoring, and supporting Client Partner infrastructure
- Support escalation for complex IT issues
- Back up the internal IT team if their capacity is temporarily diminished by travel, illness, or staffing turnover
- Mentoring the in-house IT staff to grow their understanding of the environment and the processes around delivering support to the company
- Augmenting the capacity of internal IT staff to develop IT strategy, accomplish complex IT projects, and respond to disaster or security incidents
What is expected of the internal IT staff?
Internal IT staff are expected to have basic IT knowledge and work closely with Streamline IT to deliver seamless IT support and systems management. They generally serve as the first point of contact for IT issues in the company. Good collaboration around any infrastructure changes is essential.