d04c611c7f
- 00-sns-holding → 00-holdings (shorter name) - 01-networking → sns-technology-group/networking/ - 02-digital → sns-technology-group/secure/ - 03-support → sns-technology-group/support/ - indian-food-truck-legacy merged into indian-food-truck - warehouse-property → warehouse, rental-property → rental - Remove empty placeholder LLC dirs - Update READMEs with correct paths
50 lines
2.2 KiB
Markdown
50 lines
2.2 KiB
Markdown
# 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/`.
|