Plans, responsibilities, and agreement structure
The Fine Print
A plain-language guide to Level 4 service plans, cumulative tiers, optional modules, included support, project boundaries, service levels, and the documents that define an engagement.
- Cumulative plan descriptions
- Clear scope boundaries
- Final terms documented in writing
The short version
The signed documents control
This page explains the normal service model. Your signed Master Services Agreement, Service Order, Statement of Work, and incorporated addenda identify the actual services, quantities, locations, pricing, support coverage, exclusions, and customer-specific changes.
Two operating models
Choose who owns daily operations
MSSP One is the fully managed model. MSSP Converge works with an internal IT employee or team. Within each model, Gold builds on Silver and Platinum builds on both Silver and Gold.
Fully managed IT and cybersecurity
MSSP One
Level 4 serves as the primary managed IT and security provider for covered users, systems, infrastructure, cloud services, support, security operations, backup oversight, and technology planning.
Explore MSSP OneCo-managed security and operations
MSSP Converge
Level 4 deploys and operates the contracted security and operational stack while the customer retains internal IT responsibility. Help desk, onsite work, and project labor are included only when added to the Service Order.
Explore MSSP ConvergeMSSP One cumulative tiers
Complete managed-service descriptions
Each higher tier includes the applicable capabilities in the tiers before it. The Service Order confirms licensed tools and the covered environment.
Foundation
Silver
- Remote help desk and user support
- RMM, patching, EDR, email protection, SAT, phishing simulation, and PAM for covered users
- Microsoft 365 and identity administration
- Monitoring, alert handling, routine troubleshooting, onboarding, offboarding, and vendor coordination
- Managed infrastructure services when listed in the Service Order
Silver plus
Gold
- Everything described in Silver
- Onsite support within contracted locations and coverage
- Covered infrastructure replacement labor and ordinary improvements
- SharePoint, OneDrive, Active Directory, Entra ID, network, and remote-access improvements within the existing covered environment
- A complete managed service designed to avoid separate project charges for ordinary operational work
Silver and Gold plus
Platinum
- Everything described in Silver and Gold
- Broader eligible project labor within the documented environment
- MDR and deeper security-response coordination when listed in the Service Order
- More comprehensive lifecycle, continuity, documentation, and technology planning
- Expanded vCIO or vCISO involvement and project coverage as specifically ordered
MSSP Converge cumulative tiers
A security stack built around internal IT
Converge tiers are cumulative on this page. Exact technology vendors, licenses, integrations, monitoring services, and response authority are written into the Service Order.
Foundation
Silver
- RMM and endpoint management
- EDR and endpoint security
- Email threat protection
- Security awareness training and phishing simulation
- Privileged-access controls
- 24/7 SOC and SIEM coverage for contracted data sources
Silver plus
Gold
- Everything described in Silver
- Managed detection and response
- Investigation, escalation, and authorized containment workflows
- Expanded coordination with the customer’s internal IT team
Silver and Gold plus
Platinum
- Everything described in Silver and Gold
- Email archiving when included
- Broader security architecture, documentation, and planning
- Expanded specialist coordination according to the Service Order
Managed infrastructure and security additions
Apply the operating model to the systems that matter
These line items extend MSSP One or Converge to covered infrastructure and cloud services. Quantities, data allowances, licensing, retention, and response authority are documented in the Service Order.
Onsite servers, hosted servers, NAS and SAN systems may add EDR, MDR, SOC/SIEM integration, monitoring, support, and backup for the contracted systems and data allowance.
Covered switches, wireless access points, and firewall/security appliances may include monitoring, configuration, firmware review, VPN support, policy management, SIEM integration, and vendor coordination.
Cumulative Silver, Gold, and Platinum security options can add cloud-application monitoring, reporting, security reviews, vulnerability management, audit support, compliance documentation, change management, and vCISO support.
Separate and optional modules
Add specialized services without changing the core plan
These modules may accompany MSSP One or Converge or be ordered separately when operationally appropriate.
MSSP DR
Core adds immutable offsite backup and local recovery capability. Premium adds datacenter replication and recovery testing. Enterprise adds the applicable Core and Premium capabilities plus onsite replication, continuity planning, and engineer-assisted recovery when ordered.
Explore disaster recovery →Hosted VoIP & Unified Communications
Hosted PBX, SIP services, business calling, SMS, fax, contact-center functions, Teams integration, call recording, and related communications services can be scoped by users, numbers, locations, and calling requirements.
Private Cloud & Virtual Desktop
Virtual servers, hosted applications, private cloud storage, hosted identity, secure remote access, published applications, virtual desktop, BYOD controls, MFA, replication, and recovery can be assembled around the business workload.
Explore cloud capabilities →ISP & Telecom Brokerage
Level 4 can help compare connectivity and telecommunications options, coordinate providers, and align circuits, voice, failover, implementation, and support requirements. Carrier contracts, construction, taxes, and pass-through charges remain subject to provider terms.
Compliance & Governance
Control mapping, evidence workflows, security reviews, audit preparation, policy and documentation packages, WISP or ISMS support, and vCISO consulting can be scoped for the applicable framework and organization.
Explore compliance support →Projects & Professional Services
Major migrations, new systems, new locations, formal documentation, complex integrations, after-hours cutovers, and unusually large planned efforts use a written Statement of Work or change order.
Generally included
Operate the covered environment
- Help desk, user, workstation, Microsoft 365, identity, permission, and routine application support
- Monitoring, patching, security-agent maintenance, alert handling, triage, escalation, and routine remediation
- Covered firewall, switch, wireless, VPN, backup, and remote-access administration
- Normal restore assistance, documentation updates, supported-vendor coordination, and standard changes
- Reasonable improvements inside the existing covered environment according to the selected plan
Usually scoped separately
Transform or expand the environment
- Server, storage, email, tenant, domain, application, or major data migrations
- New-office buildouts, cabling, construction, electrical work, and major low-voltage projects
- New remote-access, VDI, disaster-recovery, database, or line-of-business platforms
- Formal policy packages, WISP or ISMS projects, certification readiness, and substantial audit support
- Forensics, ransomware rebuilds, large-scale recovery, complex integrations, and non-covered systems
Outside costs
Managed labor does not make third-party costs disappear
Unless expressly included, the customer remains responsible for hardware, software and Microsoft licensing, cloud subscriptions, carrier and ISP charges, vendor fees, shipping, expedited parts, cabling, electrical and construction work, manufacturer support, specialty services, and outside data-recovery costs.
Known-risk and emergency work
Normal security-event support includes triage, containment, escalation, communication, and remediation support within the contracted tools and authority. Major recovery or remediation may become scoped project work when it requires a larger effort, particularly when a documented material risk and recommended correction were previously declined or deferred.
Changes are documented
Material changes to architecture, quantities, locations, deliverables, staffing, timelines, response authority, or third-party costs require an updated Service Order, change order, or Statement of Work.
Support and service levels
Monitoring, help desk, response, and restoration are different commitments
Standard help desk coverage is Monday through Friday, 8:00 AM Eastern through 5:00 PM Pacific, unless the Service Order says otherwise. Weekday overnight coverage is normally email-ticket and voicemail based. Weekend, holiday, special after-hours, and onsite coverage must be scheduled or contracted.
One-hour response target for broad outages or active severe security events. Restoration or workaround depends on technical conditions, access, parts, carriers, vendors, and the contracted environment.
One-business-hour response target for degradation affecting multiple users or an important function, with restoration targeted according to impact and complexity.
One-business-hour response target for routine requests, single-user issues, minor degradation, and standard changes, with work scheduled by priority and complexity.
Response means acknowledgement by qualified support personnel and the start of triage. Restoration and resolution targets are operational objectives, not warranties, unless the signed Service Order expressly provides a different commitment or remedy.
How the agreement works
One relationship, several precise documents
- Master Services AgreementEstablishes the general legal and commercial terms governing the relationship.
- Service OrderNames the plan, modules, quantities, pricing, term, locations, support coverage, exclusions, and customer-specific overrides.
- Statement of WorkDefines discrete project deliverables, assumptions, schedule, responsibilities, acceptance, and project pricing.
- Addenda and schedulesAddress regulated data, security, privacy, business-associate obligations, or other engagement-specific requirements when applicable.
Important: this page is informational and is not an offer, legal advice, or a substitute for the signed agreement. Services and technologies evolve. The final executed documents govern.
Frequently asked questions
Plans and agreement FAQ
Are the Silver, Gold, and Platinum plans cumulative?
Yes. Gold includes the applicable Silver foundation, and Platinum includes the applicable Silver and Gold foundation. The signed Service Order lists the exact users, devices, licensed components, locations, support coverage, and customer-specific changes.
What work is normally included in a managed service?
Work required to support, maintain, monitor, troubleshoot, secure, administer, replace, or reasonably improve the existing covered environment is generally included according to the selected plan and Service Order.
When does work become a separately scoped project?
A major migration, new system deployment, office buildout, formal compliance package, specialty third-party service, non-covered system, or unusually large planned effort may require a Statement of Work or change order. Level 4 identifies and discusses that boundary before proceeding except when immediate protective action is reasonably necessary.
Are hardware, licensing, carrier, and third-party costs included?
Not automatically. Hardware, licensing, subscriptions, carrier charges, cabling, construction, shipping, vendor fees, and specialty third-party services remain separate unless the Service Order expressly includes them.
Does 24/7 monitoring mean a 24/7 end-user help desk?
No. SOC, SIEM, MDR, backup, and alert monitoring may operate continuously, while live end-user support, after-hours escalation, holidays, and onsite dispatch follow the coverage stated in the Service Order.
Can the plan be customized?
Yes. The Service Order records quantities, locations, selected modules, pricing, support coverage, exclusions, and customer-specific overrides. A Statement of Work is used for discrete projects and deliverables.
Can a prospective customer review a sample agreement?
Yes. Level 4 can provide the current state-appropriate sample MSA and scope framework during proposal review. The sample is for discussion; only the final signed MSA, Service Order, Statement of Work, and incorporated addenda create contractual obligations.
Review the real scope before signing
Request a sample agreement and plan review
We will walk through the operating model, responsibilities, covered environment, optional modules, project boundaries, support coverage, and the state-appropriate agreement structure.