b1a35783bb
- 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
50 lines
2.2 KiB
Markdown
50 lines
2.2 KiB
Markdown
# 03 · SNS Support — Scaffold / Research / TODO
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**Status:** Planned · natural **Business #2** candidate · **Tagline:** *Always On*
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**Entity:** SNS Support LLC (operating subsidiary of SnS Network Solutions Holdings LLC)
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**Liability tier:** Medium–High (SLA/contractual exposure + recurring revenue worth ring-fencing)
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**Signature accent:** Orange `#F97316`
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**Formal brief:** [`../../divisions/sns-support.md`](../../divisions/sns-support.md)
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## Scope
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The **recurring-revenue engine** — maintains what Networking and Digital build.
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Where the brand's "long-term partnership" promise actually lives.
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**Services:**
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- Managed IT / helpdesk and remote monitoring (RMM)
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- Patch management and preventive maintenance
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- Backup monitoring and disaster-recovery testing
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- SLA-based response and escalation
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- Recurring documentation and health reporting
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- Monitoring, alerting, and uptime management
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## Boundary Rules
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- **Maintain, don't build.** Net-new build work (networking, cloud, apps) belongs to
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**Networking** or **Digital**. Support takes over after handoff.
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- **ALL recurring/managed contracts live here.** This is the single home for SLA-based
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work, regardless of which division built the original system.
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- Turns one-time projects from Networking and Digital into durable monthly relationships.
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## TODO → Plan
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- [ ] Define SLA tiers (response/resolution times, coverage hours) + pricing per seat/device/site
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- [ ] Choose RMM + PSA/ticketing + backup/monitoring toolstack (MeshCentral, Prometheus, PBS)
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- [ ] Draft managed-services agreement (SLA, liability caps, data handling) — attorney review
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- [ ] Decide staffing / after-hours coverage model (in-house vs. contracted NOC)
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- [ ] Map cross-sell handoff from Networking and Digital projects
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- [ ] Get E&O insurance quotes
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## TODO → Launch
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- [ ] Form SNS Support LLC on INBiz (owner: Holdings LLC) · EIN · operating agreement
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- [ ] Separate business bank account
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- [ ] Bind E&O + general liability insurance
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## Milestones
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_TBD — populate once the plan above is complete._
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## Legal & Insurance
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- SLA commitments create contractual exposure; downtime and data-loss claims are the main risks.
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- Contracts and E&O coverage are critical.
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- Store formation docs, client MSAs/SLAs, and insurance policies in `docs/`.
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