Twin River Managed Services – Service Catalogue

Remote Help Desk

Twin River MSP provides remote technical support during normal business hours to resolve day-to-day IT support incidents via secure remote support tools. This includes hardware and software troubleshooting, printer issues, basic network problems, and other IT concerns within the Client’s managed environment. Remote support is conducted in a professional and timely manner, considering the nature and urgency of the issue.

Support is provided on a best-effort basis and does not guarantee full resolution of all requests. Some issues may require on-site support or involve third-party limitations. Application support for business line systems is only included when the Client has an active vendor/manufacturer support agreement.

This service does not include installation or integration of new systems. All troubleshooting and remediation assume an existing, properly configured environment.

Out of Scope (unless otherwise specified in the applicable Statement of Work):

– Vendor-specific configuration changes without support access

– Physical/on-site resolution unless included in the SOW

– Custom integration or development requests

Mobile Device Support

Support for mobile smartphones (iPhone and Android) is provided specifically for syncing with Microsoft 365 services. Devices must have active carrier data plans and be running supported OS versions. MSP will assist with email synchronization, setup, and basic security configuration.

Enhanced mobile device management features may require Microsoft 365 Business Premium or equivalent licensing.

Out of Scope (unless otherwise specified in the applicable Statement of Work):

– Support for jailbroken or rooted devices

– Configuration of personal/non-corporate email accounts

– Mobile device hardware repair or carrier-related issues

Firewall Management

Twin River MSP will maintain and manage firewall devices under contract. This includes best-practice configuration changes, firmware/software updates, and monitoring of device health. Maintenance requires an active manufacturer subscription to ensure access to updates and support.

In the event of obsolete or unsupported hardware, MSP will provide a recommendation for replacement.

Out of Scope (unless otherwise specified in the applicable Statement of Work):

– Support for firewalls not procured or managed by MSP

– Firmware updates on unsupported hardware

– Multi-site VPN configuration unless defined in the SOW

Vendor Management

MSP will interface with the Client’s authorized technology vendors (e.g., ISPs, printers, line-of-business software) to assist with issue resolution, service requests, and coordination. MSP may open tickets and follow up where agreements allow.

The Client is responsible for maintaining active vendor support contracts and for participating in demonstrations or interactions where MSP is not able to replicate or escalate without Client involvement.

Out of Scope (unless otherwise specified in the applicable Statement of Work):

– Resolution of vendor issues where access or cooperation is denied

– Acting as legal or billing representative for the Client

– Line-of-business app troubleshooting without vendor support

User Account Management

MSP will provide full user account lifecycle management for environments using Microsoft Active Directory. This includes account provisioning, deprovisioning, group membership changes, license assignments, access reviews, and user role modifications. MSP will assist with onboarding new users including MFA setup, Office365 configuration, printer and network mappings, and initial login troubleshooting. For offboarding, MSP will disable accounts, revoke access, archive user data, and manage license reallocation. All changes are documented and subject to client-defined approval workflows if applicable.

Out of Scope (unless otherwise specified in the SOW):

Management of local workstation accounts, custom scripting for user provisioning outside AD, hardware provisioning unless specified, training for new employees, or integration with third-party HRIS tools.

Microsoft 365 Mailbox Management

MSP will manage Exchange Online mailboxes and related services in the Client’s Microsoft 365 tenant. This includes creating and disabling mailboxes, managing aliases and distribution groups, applying mail flow rules, configuring shared mailboxes, calendar permissions, retention policies, and litigation holds. MSP will also manage SharePoint and OneDrive access, site permissions, data loss prevention (DLP) policies, and license allocations. Billing questions related to M365 will be supported on a best-effort basis.

Out of Scope (unless otherwise specified in the SOW):

Custom tenant-to-tenant migrations, hybrid Exchange configuration, SharePoint site design or development, training on SharePoint/OneDrive, or resolving billing disputes with Microsoft.

Managed Antivirus

MSP will deploy, configure, and monitor next-generation antivirus software to all supported endpoints under management. This includes defining default policies, real-time threat alerting, routine scans, and automatic remediation where applicable. Reports will be made available upon request. Antivirus policies may be tailored to client environments within reason.

Out of Scope (unless otherwise specified in the SOW):

Installation on unsupported operating systems, removal of third-party AV conflicts unless otherwise defined, handling virus outbreaks on unmonitored systems, or reverse engineering malware.

Endpoint Detection & Response (EDR)

MSP will configure and monitor EDR software across all managed Windows workstations and servers. This includes real-time threat analysis, forensic logging, rollback capabilities, and behavioral monitoring. EDR tools will be kept current and tuned to reduce false positives while ensuring rapid containment of threats. Response playbooks will be maintained and runbooks updated to align with the Client’s security program.

Out of Scope (unless otherwise specified in the SOW):

Integration with third-party SIEM solutions not provided by MSP, forensic analysis beyond initial triage, deep-dive incident response requiring legal chain of custody unless separately contracted.

Server Backup and Managed Disaster Recovery

Twin River will provide managed backup services for physical and virtual servers expressly identified in the applicable Statement of Work (“SOW”). Services include:

Configuration, monitoring, and management of backup jobs for covered systems

File-level and/or image-level backups where supported by the underlying platform

Encryption of backup data in transit and at rest

Storage of backup data in offsite or cloud-based repositories, which may be geographically redundant unless otherwise specified in the SOW

Monitoring of backup success/failure and notification of backup errors

Important Limitations

Backup services are provided on a best-effort basis and are dependent on the client’s infrastructure, network connectivity, system configurations, licensing, and vendor support.

Twin River does not warrant or guarantee the completeness, integrity, or restorability of any backup where factors outside of Twin River’s control exist, including but not limited to client-owned hardware, third-party platforms, or unsupported configurations.

No Recovery Time Objective (RTO) or Recovery Point Objective (RPO) is guaranteed unless explicitly defined and agreed to in writing within the SOW and supported by the client’s infrastructure.

Out of Scope (unless expressly included in the SOW)

Backup of unsupported systems or legacy platforms

Local media handling or physical media rotation

Application-level consistency verification unless explicitly tested and documented

Guaranteed recovery outcomes or service availability

Managed Disaster Recovery

Disaster Recovery Services (Per-Incident, Time & Materials)

Scope of Services
Disaster Recovery (“DR”) services are not included as part of Managed Backup services and are provided only upon client request and billed on a time and materials basis per incident, unless otherwise stated in the SOW.

Disaster Recovery assistance may include:

Coordination and execution of data restoration from available backups

Assistance with system rebuilds, reconfiguration, or failover activities

Advisory support during declared disaster or business interruption events

Restoration guidance based on available documentation and system state and constraints

Service Conditions & Limitations

Twin River does not guarantee successful recovery, system availability, performance, or restoration timelines.

RTOs and RPOs are expressly excluded unless a separately contracted Disaster Recovery service with defined objectives is in place.

Disaster Recovery outcomes are dependent on backup integrity, system condition, third-party dependencies, and the client’s infrastructure readiness.

Disaster Recovery Testing (Optional, Separately Contracted)

Routine or periodic Disaster Recovery testing is not included by default.

DR testing, tabletop exercises, simulations, or validation restores will be provided only under a separate SOW or add-on service and billed accordingly.

Testing frequency, scope, documentation, and acceptance criteria must be explicitly defined and approved in advance.

Explicit Exclusions

Unless expressly stated in the SOW, the following are excluded:

Guaranteed business continuity outcomes

Automated failover or high-availability architectures

Regulatory compliance certifications related to DR

Recovery of undocumented, unlicensed, or unsupported applications

Liability for lost revenue, data, or business interruption

Incident Response & Cybersecurity Remediation

(Per-Incident, Time & Materials unless otherwise stated in the SOW)

Scope of Services

Incident Response (“IR”) services are not included as part of standard Managed Services and are provided only upon Client request in response to a suspected or confirmed security incident, cyberattack, data breach, ransomware event, or other technology-related emergency. Services are billed on a time and materials basis per incident, unless expressly included in an applicable Statement of Work (“SOW”).

Incident Response assistance may include, but is not limited to:

Initial incident triage and threat assessment

Containment actions to limit further impact or spread

Coordination of remediation efforts across affected systems

Assistance with malware removal, account lockdowns, credential resets, and access revocation

Restoration support leveraging available backups and system documentation

Advisory support during active incidents, including decision support and prioritization

Coordination with third-party vendors, cybersecurity tools, or cyber insurance carriers where authorized

Post-incident recommendations for hardening, monitoring, and prevention

Service Conditions & Limitations

Incident Response services are provided on a best-effort basis and do not guarantee full remediation, data recovery, system restoration, or prevention of future incidents.

Response timelines, outcomes, and effectiveness are dependent on the Client’s infrastructure, security posture, licensing, logging availability, third-party dependencies, and the nature of the incident.

Twin River does not act as a law enforcement agency, legal advisor, or forensic investigator unless expressly contracted to do so under a separate agreement.

No guarantees are made regarding eradication of advanced persistent threats, zero-day exploits, or unknown attack vectors.

Out of Scope (unless expressly included in the SOW)

Formal forensic investigations, evidence preservation, or legal chain-of-custody handling

Regulatory notification, breach disclosure filings, or legal representation

Cyber insurance claim management or negotiation

Penetration testing, red teaming, or vulnerability assessments outside the active incident

Guaranteed restoration timelines, data integrity, or business continuity outcomes

Recovery of systems or data that were unprotected, unsupported, undocumented, or excluded from backup coverage

Liability for data loss, reputational harm, regulatory penalties, lost revenue, or business interruption

Remote Help Desk – Co-Managed (Tier 2 & Tier 3 Only)

Twin River MSP provides advanced remote technical support (Tier 2 and Tier 3) during normal business hours to assist Client’s internal IT team with escalated incidents, system-level troubleshooting, and infrastructure support within the Client’s managed environment.

Under this co-managed model:

Client retains primary responsibility for Tier 1 end-user intake and basic troubleshooting.
Twin River provides unlimited remote Tier 2 and Tier 3 support during standard business hours.
Twin River may provide Tier 1 Service Desk coverage for up to ten (10) business days per calendar year (two weeks) for planned internal staff absences, with a minimum of fourteen (14) days written notice.

Remote support is delivered using secure remote access tools and structured incident management procedures aligned with ITSM and ITIL-based practices.

Tier 2 and Tier 3 services include, but are not limited to:

Advanced hardware and operating system troubleshooting
Server and virtualization support
Microsoft 365 administration and advanced configuration troubleshooting
Active Directory / Identity management issues
Network troubleshooting (firewall, switch, VLAN, routing issues)
Backup monitoring and restoration support
Security incident response coordination
Root cause analysis for recurring issues
Vendor escalation and coordination

Support is provided on a best-effort basis and does not guarantee full resolution of all requests. Certain issues may require on-site support or may be limited by third-party vendor constraints.

Application support for line-of-business systems is included only when the Client maintains an active vendor/manufacturer support agreement and provides Twin River appropriate access.

This service does not include installation, implementation, or integration of new systems unless expressly defined in an applicable Statement of Work. All troubleshooting and remediation assume an existing, properly configured and licensed environment maintained in collaboration with Client’s internal IT resources.

Out of Scope (Unless Otherwise Specified in the Applicable Statement of Work)

– Tier 1 helpdesk coverage beyond the two-week annual allocation
– Vendor-specific configuration changes without appropriate support access
– Physical/on-site resolution unless expressly included in the SOW
– Custom integrations, development, or system design work
– Major infrastructure upgrades or migrations
– New system implementation or deployment
– Compliance audits or formal security assessments