Covered — Business Hours
Full remote support for your day-to-day IT issues.
FCI provides direct Remote Attended IT support to end-users, ensuring efficient troubleshooting and resolution of technical problems related to computers, smartphones, and tablets used to conduct business and listed in the FCI Asset Inventory Reports supplied to CLIENT.
After Hours
Emergency-only support outside business hours.
Remote Attended IT support outside business hours is limited to devices already onboarded, fully operational, and supported by FCI. New device setups are not performed after hours.
"Remote Attended IT support services outside of business hours are reserved strictly for emergencies. FCI requests that CLIENT end-users assess the urgency of their issue and ensure it cannot wait until the next business day."
After-Hours Limitation
After-hours support does not cover new device setups — including computers, smartphones, tablets, and printers.
Billed Separately
Services charged per item, hour, or project.
The following services fall outside FCI's standard remote support scope and are quoted and billed separately:
1
Network Infrastructure
Design, architecture, deployment, installation, setup, expansion, rebuilding, relocating, or upgrading of CLIENT network and network equipment.
2
Third-Party Integrations
Setup or support for third-party integrations with CLIENT's systems or software.
3
Asset Moves & Disposal
Coordination for the physical move, relocation, disposal, or destruction of CLIENT's IT assets.
4
Hardware & Licensing Procurement
Procuring, providing, or renewing hardware, telecom, domain registrar services, or third-party licensing. FCI charges for its time; CLIENT pays vendors directly.
5
Email & File Migration
Migration of email or file systems.
6
Server Decommissioning & VDI Off-boarding
Decommissioning of servers and off-boarding from VDI (Virtual Desktop Infrastructure) solutions.
7
Hardware, Parts & Shipping
Physical parts, equipment, and all associated shipping charges.
8
Microsoft 365 Hardening, Configuration, Monitoring & User Management
Security hardening, tenant configuration, policy enforcement, compliance monitoring, and user lifecycle management within Microsoft 365. This is scoped separately.
Platform Scope
FCI supports Microsoft 365 and approved VOIP — and nothing else.
FCI provides support exclusively for Microsoft 365 and supported VOIP software. FCI does not offer support for any other productivity or operational software, nor does it provide assistance to end-users or CLIENT administrators for systems outside of these specified platforms.
Supported
Microsoft 365 (all apps)
Approved VOIP platforms
Devices listed in FCI Asset Inventory
Not Supported
Third-party productivity software
Servers and VDI infrastructure
Software not in the approved FCI stack
On-Site Coordination
Every office location must designate an IT Liaison.
The CLIENT shall designate an IT Liaison for each office location to serve as the on-site point of contact when physical presence is required. The IT Liaison must be available on reasonable notice and capable of performing basic, non-technical tasks under the direction of the FCI IT Support Team.
1
Equipment Receiving
Receiving, unboxing, and preparing new IT equipment (computers, printers, phones, servers, IoT devices).
2
Cable Management
Connecting, disconnecting, or switching cables between devices and network equipment.
3
Device Resets
Resetting or restarting computers, network devices, or peripherals.
4
Shipping Coordination
Packaging, labeling, and coordinating the shipping or return of IT equipment.
5
Physical Relocation
Coordinating the physical relocation of devices or workstations within the office.
6
Asset Disposal
Assisting in the secure collection, destruction, or disposal of decommissioned IT assets.
7
Access Provisioning
Providing access to IT Support personnel or third-party service providers when physical access to the office is required.
"The IT Liaison does not perform troubleshooting, configuration, or technical diagnosis. All technical guidance will be provided remotely by the FCI IT Support Team."
Communication
Instructions to the IT Liaison will typically be provided by email. Where clarification is required, FCI may also provide guidance via telephone or video call.
Questions about your IT support coverage?
Contact your FCI account manager to review your current scope, onboard new devices, or discuss after-hours escalation procedures.