Contracts
These user contracts allow remediation for up to two devices per user and requires work to stop if a device is missing from RMM.
001 - ManagedIT - User - Enhanced
001 - ManagedIT - User - Enhanced Gold Plus
001 - ManagedIT - Device - Cloud MSP User / Gold
001 - ManagedITUser - Plus
001 - ManagedITUser - Pro
Datto RMM alerts from a user device and client with a user-based contract should be billed under this type of contract?
What is a user-based contract
A user cannot connect to VPN. Which contract type applies?
What is a user-based contract or MSP Gold/Platinum.
These clients have extended support hours up to 8 PM EST.
Tube Bending
Creative Pathways
Thermal-Vac
This contract covers user-level remediation including MAC support during business hours but excludes network and peripheral equipment.
What is 001 - Enhanced Gold Plus and 001 - ManagedITUser - Pro.
Before doing remediation on a device not showing in RMM, you must do this?
What is stop work and contact the POC
A Sophos Firewall goes offline. Which contract applies?
What is a device-based contract
Mitel MSP Bronze requires this before any work begins.
What is client/POC approval
This 24/7/365 contract provides 30-minute emergency response but still excludes OS upgrades, projects, and EOL devices.
What is User – Pro
What should be reviewed when working on one monitoring ticket?
What is all alerts generated in DRMM for the device.
After-hours MAC request for a user on Enhanced Gold Plus. Apply contract?
What is no — after-hours MAC is not covered
This contract is never applied automatically and the BRA speed code can be used?
A client has Enhanced Gold Plus, a user calls for assistance but the device isn't in DRMM. Can we work on the issue and what must be done first?
What is yes, we can work on the issue, but POC approval is required because the device isn't?
When working on a device not found in RMM, technicians must do this before any remediation.
What is stop work and contact the POC
User needs whitelist change in Mimecast. Which contract applies?
What is the Mimecast contract if available.
If no subscription contract, then this would be billable and the POCs approval needed.
This MFA contract includes premium log review and alerting but excludes proxy server support.
What is DUO
Patch failures or OS alerts from user-based devices qualify for this time entry work type and contract?
What is A21 Remediation and the per user contract.
A Datto RMM alert fires for a server showing failed patches. The server shows a user is signed in, but the server itself is covered under a Device-Gold agreement. The technician also discovers the RMM agent is showing offline.
What contract should be applied, and what would be next steps to resolve the agent issue?
What is apply the device-based contract, then log into the VMWare or Hyper-V host to identify why the server isn'treporting?
Extended troubleshooting beyond agent repair or vCenter communication requires changing the work type to this.
What is A21 (non-contract) remediation
User onboarding/offboarding is not included in this user contract despite the name.
What is ManagedITUser – Plus