# 03 · SNS Support — Scaffold / Research / TODO

**Status:** Planned · natural **Business #2/#3** 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` — see [`branding.html`](./branding.html)
**Formal brief:** [`../../divisions/sns-support.md`](../../divisions/sns-support.md)

## Scaffold / Research
- **The recurring-revenue engine** — maintains what every other division builds; where the brand's "long-term partnership" promise actually lives.
- **Consolidation rule:** ALL managed-service contracts live here (pulling the overlaps out of Systems and Cloud). Systems/Cloud build; Support maintains.
- **Services:** managed IT / helpdesk, RMM, patch management, backup monitoring + DR testing, SLA response/escalation, recurring health reporting.
- **Main risks:** downtime and data-loss claims → SLA terms + E&O coverage are critical.
- Turns one-time projects from all divisions into durable monthly relationships.

## TODO → Plan (do before creating milestones)
- [ ] Define SLA tiers (response/resolution times, coverage hours) + pricing per seat/device/site
- [ ] Choose RMM + PSA/ticketing + backup/monitoring toolstack
- [ ] Draft the 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 Infrastructure/Systems/Cloud projects
- [ ] Get E&O insurance quotes
- [ ] Finalize logo from [`branding.html`](./branding.html) prompt

## TODO → Launch (see [`../../divisions/legal-structure.md`](../../divisions/legal-structure.md))
- [ ] 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
Store formation docs, client MSAs/SLAs, and insurance policies in a `legal/` folder here.