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sns-network-solutions/businesses/03-support/03-support.md
Samuel James 8fcbcc3f2a Renumber businesses (00-sns-holding + 01-07); add operating agreements 
- Rename solutions/ -> 00-sns-holding (parent), shift subsidiaries to 01-07
- Rename scaffold files + headers, fix all cross-references
- Add expanded operating-agreement.md for Holdings LLC (00-sns-holding/docs)
- Add expanded operating-agreement.md for SNS Infrastructure LLC (subsidiary)
- Fix logo-desgin.png -> logo-design.png in infrastructure branding
- Move brand assets into per-business branding/ folders (drop root branding/)
2026-07-17 11:01:50 -05:00

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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 Formal brief: ../../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 prompt

TODO → Launch (see ../../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.