1. Purpose
   The purpose of this policy is to establish guidelines and procedures for the provision of managed IT services by ABCNS, LLC. This ensures a consistent, secure, and high-quality service experience for our clients while maintaining compliance with industry standards and regulatory requirements.
2. Scope
   This policy applies to all ABCNS, LLC employees, contractors, and third-party vendors involved in delivering managed services to clients. It covers IT support, network management, cybersecurity, data protection, and other managed services.
3. Service Offerings
   ABCNS, LLC provides a range of managed services, including but not limited to:

• 24/7 IT support and helpdesk services
• Network monitoring and maintenance
• Cybersecurity management
• Cloud computing and data backup solutions
• Patch management and software updates
• Compliance and regulatory support
• IT asset and lifecycle management

4. Client Responsibilities
   Clients receiving managed services from ABCNS, LLC are responsible for:

• Adhering to the terms outlined in the service level agreement (SLA)
• Maintaining secure access credentials and notifying ABCNS, LLC of any security breaches
• Providing necessary access to systems and infrastructure for service provision
• Reporting any IT issues in a timely manner to support@abcns.com

5. Security and Compliance
   ABCNS, LLC is committed to maintaining the highest security and compliance standards, including:

• Implementing cybersecurity best practices and security controls
• Conducting regular security audits and vulnerability assessments
• Ensuring compliance with industry regulations such as HIPAA, GDPR, NIST, and CMMC
• Encrypting sensitive data and enforcing access controls

6. Incident Response and Escalation
   In the event of an IT security incident or service disruption, ABCNS, LLC follows a structured response process:

• Immediate incident detection and containment
• Investigation and root cause analysis
• Communication with affected clients and stakeholders
• Resolution and system recovery
• Post-incident review and preventive measures

7. Service Level Agreements (SLAs)
   ABCNS, LLC operates under SLAs that define:

• Response and resolution timeframes
• Support availability (24/7, business hours, etc.)
• Performance metrics and reporting
• Escalation procedures for unresolved issues

8. Change Management
   Any changes to IT infrastructure, systems, or services are managed through a structured change management process, which includes:

• Risk assessment and impact analysis
• Client approval where applicable
• Testing and validation before deployment
• Clear documentation and communication of changes

9. Termination of Services
   Managed services agreements may be terminated under the following conditions:

• Breach of contract or non-compliance with SLA terms
• Non-payment of services rendered
• Mutual agreement between ABCNS, LLC and the client
• Business closure or insolvency

10. 10. SMS, Text and VOIP Services
    
    

“By providing your phone number to “ABCNS, LLC”, I agree and acknowledge that “ABCNS, LLC” may send text messages to your wireless phone number for any purpose. Message and data rates may apply. We will only send one SMS as a reply to you, and you will be able to Opt-out by replying “STOP”.

“No mobile information will be shared with third parties/affiliates for marketing/promotional purposes. All the above categories exclude text messaging originator opt-in data and consent; this information will not be shared with any third parties.

11. 11. Policy Review and Updates
    This policy is reviewed annually or as needed to ensure compliance with evolving industry standards and best practices. Changes to this policy will be communicated to all relevant stakeholders.