Client IT Playbook · Sample
Sample Client, Inc.
Everything we learned about your environment before day one, who to call, what we run, and exactly what happens when something breaks. This document is written during onboarding, lives in our documentation system, and is re-verified with you at every quarterly review.
- Users
- 42 across 2 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. |
| 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
Microsoft 365 Business Premium, 42 licensed users · MFA enforced tenant-wide · email security in front of every mailbox
1 on-prem application server (accounting), 1 Azure file server · patched in your maintenance window
Managed firewall at each site, site-to-site VPN, monitored 24/7
47 workstations and laptops under management, encrypted, patched, and inventoried
QuickBooks Enterprise (on the application server), industry CRM (SaaS) · 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 provider | Fiber at HQ, cable at site 2 | We open the carrier ticket and sit on hold, account numbers are on file |
| Phone system | VoIP, 42 seats | We manage the portal and escalate direct to the vendor |
| Accounting software | QuickBooks Enterprise support plan | We call with your case history so you never re-explain |
| Copier / print | Leased fleet, both sites | We dispatch the 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 |
|---|---|---|---|
| Application server | Hourly image, offsite nightly | Back online within 4 hours | Verified quarterly, documented |
| Microsoft 365 | Mail, OneDrive, SharePoint, 3x daily | Single item in under 1 hour | Verified quarterly, documented |
| Azure file server | Continuous snapshots | Point-in-time, 30-day window | 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.
06Security stack
- Endpoint: SentinelOne on every device, watched by people, not a dashboard nobody opens.
- Application control: ThreatLocker zero-trust, unknown software does not run, period.
- Email: advanced filtering and impersonation protection in front of every mailbox.
- Identity: MFA enforced for all 42 users, conditional access on company data.
- Evidence: reports your auditor and cyber-insurance carrier will actually accept.
07Maintenance rhythm
- Patching
- Workstations weekly, servers in the agreed window, second Saturday, 10 PM
- Monitoring
- 24/7 on servers, network, and 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 · during onboarding, before day one
Sample document · details vary by client
Yours is written about your environment