Client IT Playbook · Sample
Pacific Coast Manufacturing, Inc.
Everything we learned about your three sites before day one, who to call, what we run, and exactly what happens when something breaks. This document is started at the onboarding kick-off call, lives in our documentation system, and is re-verified with you at every quarterly review.
- Users
- 46 across 3 sites
- Go-live
- Oct 1, 2026
- Account team
- Same 4 engineers
- Terms
- Month-to-month
01Who to call
| Situation | Reach us | What happens |
|---|---|---|
| Business-down emergency (P1/P2) | Call (949) 243-7440, 24/7 | A support coordinator picks up, triages, and routes to an engineer. 1-hour response commitment; our measured averages run in minutes. |
| Standard request | Help desk, phone or email | Ticketed, prioritized, and worked by your account team the same business day, remotely first and on-site when it needs hands. |
| Projects & planning | Your account lead | Scoped in writing before any work starts, no surprise invoices. |
| Strategy & budget | Your vCIO | Quarterly business review: roadmap, budget forecast, and this playbook re-verified. |
02Your environment at a glance
Corporate Office, Irvine (executive, sales, accounting) · Plant 1 (manufacturing floor and warehouse) · Distribution Center (shipping and receiving)
Microsoft 365 Business Premium, 46 licensed users · MFA enforced tenant-wide · Check Point email security on every mailbox
3 Windows servers at Corporate · PCMDC01, domain controller (Active Directory, DNS, DHCP) · PCMVIRT01, Hyper-V host running the accounting VM · PCMFS01, file server for shared and department drives
SonicWall TZ-series firewall at each of the 3 sites, site-to-site VPN between them · 4 managed switches (2 at Corporate, 1 at Plant 1, 1 at Distribution) · UniFi Cloud Key running the wireless at all 3 sites · Synology NAS at Corporate for local backup staging · monitored 24/7
46 managed workstations and laptops, Windows 11 Pro desktops on the plant floor and laptops for office staff, patched and inventoried · 1 Toshiba e-STUDIO multifunction printer at Corporate, managed directly by us
QuickBooks Enterprise on the accounting VM, hosted on PCMVIRT01 · industry ERP (SaaS, browser-based) · Squarespace website · all covered by application management, vendor contacts on file
The full inventory, every device, credential, license, and configuration, lives in our documentation system and stays current automatically. This page is the summary you can read in one minute.
03When something breaks
- 01
You call. A person answers.
A support coordinator takes the call, opens a timestamped ticket, and triages the priority with you on the line. No portal required, no phone tree.
- 02
It routes to an engineer who knows you.
One of your four account engineers takes it with this playbook and your full documentation on screen. Emergencies carry a 1-hour response commitment, 24/7, and we publish the measured averages on our website.
- 03
You hear from us until it is closed.
Updates in plain language while we work, a confirmation when it is resolved, and a documented fix so the same issue does not come back next quarter.
04Your vendors, our problem
| Vendor | Covers | If it fails |
|---|---|---|
| Internet: Cox Business | Fiber at Corporate, cable at Plant 1 and Distribution | We open the carrier ticket and sit on hold, circuit and account numbers are on file |
| Phone: RingCentral | VoIP, 46 seats | We manage the admin portal and escalate direct to RingCentral |
| Accounting: QuickBooks Enterprise | Intuit support plan | We call Intuit with your case history so you never re-explain |
| ERP: industry SaaS vendor | Your direct support relationship | We rule out your network and devices first, then work the vendor case with you |
| Copiers: Canon | Leased copiers at all 3 sites, separate from the Toshiba printer, serviced under the lease | We dispatch the lease service contract and verify the fix |
One number to call. If the problem turns out to be a vendor's, that's ours to chase, not yours.
05Backup & recovery targets
| Protected | How often | Restore target | Last restore test |
|---|---|---|---|
| Servers, all 3 | Hourly image via Datto BCDR, offsite nightly | Back online within 4 hours | Verified quarterly, documented |
| File shares (PCMFS01) | Continuous snapshots, 30-day retention | Point-in-time, 30-day window | Verified quarterly, documented |
| Microsoft 365 | Mail, OneDrive, SharePoint, 3x daily | Single item in under 1 hour | Verified quarterly, documented |
| Synology NAS | Replicated to Datto nightly | From the prior night's copy | Verified quarterly, documented |
A backup that has never been restored is a hope, not a plan, so we test restores on a schedule and show you the results at the QBR.
06POLARITY security stack
- Endpoint: SentinelOne on every endpoint, watched by people, not a dashboard nobody opens.
- Application control: ThreatLocker zero-trust, unknown software does not run, period.
- Email: Check Point filtering and impersonation protection in front of every mailbox.
- DNS: Cisco Umbrella stops connections to known-malicious domains before they start.
- Identity: MFA enforced for all 46 users, conditional access on company data.
- Evidence: reports your auditor and cyber-insurance carrier will actually accept.
07Maintenance rhythm
- Patching
- Workstations weekly. Windows Server, SonicWall firmware, and the UniFi controller in the agreed window, second Saturday, 10 PM
- Monitoring
- 24/7 on the 3 servers, all 3 firewalls, every switch, and the Datto backups, many issues fixed before you notice
- Review
- Quarterly business review with your vCIO, roadmap, budget, and this playbook
Prepared by
Your BRITECITY account team · from the kick-off call through go-live
Sample document · details vary by client
Yours is written about your environment