# 03 · SNS Support — Scaffold / Research / TODO

**Status:** Planned · natural **Business #2** candidate · **Tagline:** *Always On*
**Entity:** SNS Support LLC (operating subsidiary of SnS Network Solutions Holdings LLC)
**Liability tier:** Medium–High (SLA/contractual exposure + recurring revenue worth ring-fencing)
**Signature accent:** Orange `#F97316`
**Formal brief:** [`../../divisions/sns-support.md`](../../divisions/sns-support.md)

## Scope

The **recurring-revenue engine** — maintains what Networking and Digital build.
Where the brand's "long-term partnership" promise actually lives.

**Services:**
- Managed IT / helpdesk and remote monitoring (RMM)
- Patch management and preventive maintenance
- Backup monitoring and disaster-recovery testing
- SLA-based response and escalation
- Recurring documentation and health reporting
- Monitoring, alerting, and uptime management

## Boundary Rules

- **Maintain, don't build.** Net-new build work (networking, cloud, apps) belongs to
  **Networking** or **Digital**. Support takes over after handoff.
- **ALL recurring/managed contracts live here.** This is the single home for SLA-based
  work, regardless of which division built the original system.
- Turns one-time projects from Networking and Digital into durable monthly relationships.

## TODO → Plan
- [ ] Define SLA tiers (response/resolution times, coverage hours) + pricing per seat/device/site
- [ ] Choose RMM + PSA/ticketing + backup/monitoring toolstack (MeshCentral, Prometheus, PBS)
- [ ] Draft managed-services agreement (SLA, liability caps, data handling) — attorney review
- [ ] Decide staffing / after-hours coverage model (in-house vs. contracted NOC)
- [ ] Map cross-sell handoff from Networking and Digital projects
- [ ] Get E&O insurance quotes

## TODO → Launch
- [ ] Form SNS Support LLC on INBiz (owner: Holdings LLC) · EIN · operating agreement
- [ ] Separate business bank account
- [ ] Bind E&O + general liability insurance

## Milestones
_TBD — populate once the plan above is complete._

## Legal & Insurance
- SLA commitments create contractual exposure; downtime and data-loss claims are the main risks.
- Contracts and E&O coverage are critical.
- Store formation docs, client MSAs/SLAs, and insurance policies in `docs/`.