At Premier Broadband & Consulting, LLC (PBCLLC), we don’t just provide IT services — we act as your complete IT department. Below you’ll find a clear breakdown of every feature included in our Service, Consulting, Monitoring, and Managed tiers.
Service Level Agreements
These SLA’s apply to PBCLLC Monitoring and Managed service tiers. Contracted SLAs in the MSA prevail if different.
Monitoring Services
- Coverage: 24/7 monitoring & proactive alerting.
- Critical alert notification: within 15 minutes of detection.
- Response time: Critical ≤ 1 business hour; Non-critical ≤ 4 business hours.
- Resolution: Best-effort / advisory (remediation not guaranteed in this tier).
- Reporting: Monthly health report delivered by the 5th of the following month.
Managed Services
- Helpdesk response: Critical ≤ 15 minutes; High ≤ 1 hour; Normal ≤ 4 hours.
- Resolution targets: Critical ≤ 2 hours; High ≤ 4 hours; Normal: next business day.
- Patch management: Critical security patches deployed within 60 hours (2-day cooldown, plus 12 hour deployment window) of vendor release (depends on machine availability).
- Vulnerability remediation: High ≤ 7 days; Medium ≤ 30 days.
- Availability target: 99.9% uptime for PBCLLC-managed infrastructure (scope required).
- Cloud Backup & DR: RPO = 24 hours; RTO ≤ 12 hours for covered systems (documented scope required). Depends on Internet connection.
- On-premise Backup & DR: RPO ≤ 1 hour; RTO ≤ 4 hours for covered systems (documented scope required). LAN connection.
- Compliance reporting: Monthly health + Quarterly compliance reports.
Scope & Exceptions
SLA’s apply where PBCLLC manages the full stack and has documented administrative access, supported hardware/software, and agreed maintenance windows . If resolution requires third-party software or hardware manufacturer support, PBCLLC cannot guarantee timeliness beyond our control. Third-party outages, force majeure, and client-introduced changes outside change control are excluded. Cloud or on-premise backup depend on internet connection, and whether PBCLLC has approved the backup hardware.
Consulting Features
- 8-Hour Support Blocks
Buy only the support you need with flexible service hours. Great for short projects, troubleshooting, or one-time installs. - Vendor & Manufacturer Call Support
PBCLLC will join calls with third-party vendors to cut through tech jargon and accelerate resolution. - Configuration & Installation Support
Get expert help setting up hardware, software, and networks — done right the first time. - Strategic IT Guidance
Partner with our experts to align IT with your business goals and growth roadmap. - Technology Roadmaps
Plan ahead with hardware refresh cycles, licensing, and budgeting forecasts. - Compliance Guidance
Understand what it takes to meet NIST, PCI, HIPAA, and CJIS requirements. - Resell or Loan Equipment
IT Hardware, Software, Cloud.
Monitoring Features
- System & Device Monitoring (24/7)
Stay informed with real-time monitoring of servers, endpoints, and network devices. Issues are detected before they impact operations. - Monthly Health Reports
Receive easy-to-read reports showing system uptime, vulnerabilities, and patch status — proof your IT is under control. - Endpoint Uptime Monitoring
Get alerts when critical devices go down, minimizing downtime and lost productivity. - Resell or Loan Equipment
IT Hardware, Software, Cloud.
Managed Features
- Patch Management (OS & 3rd Party)
Critical security updates installed within 72 hours to block vulnerabilities. - Multi-Factor Authentication (MFA) & Single Sign-On (SSO)
Protect accounts from breaches and make logins easier for your team. - Annual Penetration Testing (2 Public IPs)
Test your defenses against real-world attacks — before hackers do. - Compliance Scans & Reporting
Stay audit-ready with ongoing compliance checks against NIST, CIS, PCI DSS, ISO 27001, and CJIS. - Advanced Vulnerability Scans & Remediation
High-risk vulnerabilities remediated in 7 days, medium in 30 days — faster than most competitors. - AI-Driven Email Filtering & Phishing Training
Block malicious emails and train employees to spot attacks. - 24/7 Helpdesk Support
Immediate access to IT experts anytime, anywhere. Critical issues get a 15-minute response. - AI-Powered Endpoint Security & Ransomware Protection
Next-gen cybersecurity with automatic quarantine and rollback of ransomware. - IT Policy Development & Enforcement
Custom policies enforced across devices, keeping your workforce compliant and secure. - Vendor & License Management
PBCLLC manages your vendors so you never wait on hold again. One partner, one call, problem solved. - Exclusive Discounts on Hardware, Software & Cloud
Save on IT spend with PBCLLC’s preferred partner pricing. - Backup Frequency & Testing – Image-based backups verified and tested regularly.
- Incident Response – Containment & Isolation – Immediate quarantine of affected systems.
- Investigation & Root Cause Analysis – Detailed forensic reporting for audits and insurance claims.
- Warranty Tracking – Alerts before warranty expiration.
- Device Refresh Cycles – Plan hardware upgrades years in advance
What Sets PBCLLC Apart
- Service Level Agreements (SLAs): We back up our promises with documented response and resolution times.
- Audit-Ready Compliance: Everything we do ties back to compliance frameworks, giving you peace of mind and proof for audits.
- Outsourced IT Department: From monitoring to remediation, compliance to strategy, PBCLLC replaces the need for in-house IT, or we can work with your IT department while they tackle projects and deadlines.
👉 Ready to see how these features fit your business? Schedule a Time to talk with our team today.