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feature/issue-10
sns-network-solutions/businesses/03-support/03-support.md
Samuel James b1a35783bb Consolidate 7 divisions to 3: Networking, Digital, Support 
- Merge Infrastructure + Secure + Systems → SNS Networking (Business #1)
- Merge Web + Software + Cloud → SNS Digital (planned)
- SNS Support unchanged (planned)
- Add infra/ folder with 16 FOSS-first buildable designs
- Update all agent knowledge, division briefs, legal structure
- Restructure businesses/ from 7 to 3 operating folders
2026-07-18 13:08:23 -05:00

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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

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/.