The following aspects and functions of a typical IT environment are included in the definition of JustWorks Standard coverage for customer with WATCH, RUN, MANAGE or HELP service levels. (See also Exclusions.)

JustWorks always provides support. These definitions just determine what is included in the monthly service charges. Support outside of these definitions will be billed at our prevailing rates.

Service Level	User Administration	Technical Support	Helpdesk for End Users
WATCH	$	$	$
RUN		$	$
MANAGE			$
HELP

WATCH Service Level

There are no services included in WATCH.

RUN Service Level

The RUN service level includes normal user directory administration in Microsoft Entra/365, Google Workplace, Onelogin, DUO and Active Directory for:

• Onboarding
• Offboarding
• Changes to roles, titles, rights and entitlements
• Changes to JustWorks Service package

MANAGE Service Level

Customers subscribed to the MANAGE service level for Users and Computers receive free technical support for the following issues (except Exclusions listed below) as part of their monthly service charges.

MANAGE does not include user training or application assistance, so it is the function of these that is included, not how to use them. General end user support is included if subscribed to HELP.

User environment support

• User directory administration (Microsoft Entra/365, Google Workplace, Onelogin, DUO & Active Directory)
• Login (Onelogin, DUO, Google Workspace, Microsoft Entra & Active Directory)
• Operating system (Windows & macOS)
• Email (Microsoft & Google)*
• Printing
• Internet access (in the office)
• MS Office applications*
• Adobe Acrobat*
• Slack, Teams, Zoom, and RingCentral messaging*
• Zoom, Slack, Teams, and RingCentral meetings*
• Zoom and RingCentral phone apps (not handsets)*
• Applications provided by JustWorks as part of our services, including:
  • Security (Sophos)
  • Identity (Onelogin, DUO, Google Workspace, Microsoft Entra & Active Directory)*
  • File access (Egnyte & Windows Server)*
  • Printer management (PrinterCloud & Windows)
  • Management tools
  • Backups

* iPhone and iPad supported if the mobile device is also included in the monthly services

Computer environment support

• Operating system function (Windows & macOS)
• Monitoring of hardware functions
• Network access

Network environment support

• Server operating system function (Windows Server)
• User administration (Onelogin, DUO, Google Workspace, Microsoft Entra & Active Directory)
• Networking
• Security
• Backups
• Internet Service Provider liaison

Our monthly service charges include unlimited support for all equipment provided by JustWorks.

HELP Service Level

Customers subscribed to the HELP service level receive free and unlimited support for all issues as part of their monthly service charges, including

• How to use the applications
• Escalations to 3rd party support for applications, hardware and other services

(except Exclusions listed below)

Exclusions

The following is a non-exhaustive list of service issues that are never included in any JustWorks Service Levels and for which labor time is billable over and above the monthly charges.

• User errors
• Security events
• Customer hardware setup, repair, or malfunction
• Loss or theft
• Disaster recovery
• Projects
• New sites or systems deployment
• Site decommissioning