CITO stands for Complete Information Technology Outsourcing.

Paying on a flat fee means that you always know what you will be charged for services. Flat fees are never pro-rated up or down. Paying on a flat fee structure gives you the benefit of complete budget predictability.

Holistic service means we treat the network as a single entity rather than parsing into multiple components and supporting those components individually. We troubleshoot the entire network to ensure the greatest degree of stability and productive uptime.

Never. SADA will never require you to sign an extended service contract. CITO customers pay for services on a continuing month-to-month basis. If at any time you find that you no longer need our services, you may simply call to cancel. SADA will then cease monthly billing.

The CITO and MSA programs are managed services providing maintenance and support for the information technology infrastructure of small businesses, medium sized organizations, and the departments of much larger enterprises.  CITO includes regularly scheduled office visits, and covers the maintenance of:

• Computer systems and users
• Servers
• Network printers
• Network and connectivity
• Software
• Peripherals (scanners, digital cameras, etc.)
• Anti-virus / Anti-Spy / Anti-Malware
• Data backup
• Network integrity

SADA brings complete helpdesk service to your entire user base.  We help resolve your IT issues, so your staff can focus on doing business.
A flat, monthly rate is calculated based on the number of PCs and Laptops or Users (whichever number is greater), Servers, and Network Printers that you have.  We will also consider the number of office locations that require servicing.  You may choose to have SADA Systems visit your office at various levels of frequency depending on your needs.  The frequency of visits, outlined below, is a determining factor in the flat monthly rate:

• Monthly
• Semimonthly (twice per month)
• Weekly

The MSA Remote service includes no regularly scheduled visits, and all on-site work is billed according to a pre-determined hourly rate.
Remote Users within your organization must be accounted for in order for us to service them.  Note that visits to remote sites are not included in the service, unless each remote user is accounted for within the agreement as an office Location.  We will make visits to remote sites not in the agreement, but be aware that our standard hourly fees will apply.
You also have the choice between three levels of coverage – the final determining factor in the rate.

• Complete I.T. Outsourcing (CITO)
• MSA
• MSA Remote

When the program is launched at your office SADA visits the site to take inventory of all the equipment to be serviced, and begins our thorough documentation process.  We also run through a critical Best-Practices Non-Compliance checklist.  This ensures the most important weaknesses in your infrastructure are addressed immediately.  All documentation remains property of the client once the agreement is in place.

SADA will set-up a secure remote connection to your critical computer systems.  We take this step to ensure that we can effectively solve your problems remotely.  This way we can guarantee a 1 hour response time for emergency calls, and provide your business with the best service possible.  Every user in your organization has free and unlimited access to our techs via email, our client access system (For logging issues, and tracking progress of them) or HelpMeNow™ Remote Assistance.

Our visits are comprehensive and extremely thorough. Maintaining the stability of your network is in our best interest. Click here for more information

A.	SADA is available to you via email, phone, or HelpMeNow™ Remote Assistance to answer any support questions you may have.  We guarantee a remote response time of 1 hour, and most questions can be handled on the spot!
B.	The CITO covers any and all emergency visits to your site.  Should we need to handle a problem in-person, we guarantee a tech in your office by the next business day.
Note:	Office visits on the MSA or MSA Remote option incur a fee of $250 or per hourly rate respectively, if a visit falls outside your regularly scheduled service day.

A.	The monthly rate in your agreement depends on the number of computers/laptops/users, servers, network printers, and office locations you have.  Any time there is a change to the equipment you want covered, we have the right to adjust the monthly rate accordingly.  Generally we inventory systems twice per year, or after a major infrastructure upgrade or downgrade.
B.	CITO and MSA cover installation of new equipment or upgrade of existing equipment, provided equipment / upgrades were purchased through ShopSADA Direct.  With MSA Remote installation and upgrades are NOT covered, and are subject to our hourly fees.
C.	With CITO SADA Systems will install any and all software or hardware your organization may need, as long as it is purchased from SADA.  Through ShopSADA Direct we can provide any computer-related hardware or software your organization will need.  This includes everything from printers, to parts, to servers, to computers, to digital cameras, to software licenses, even to ink and toner.  If it exists, we can get it for you.  Our prices are competitive, so you’ll save money shopping with us.  All of your orders ship on the same day the quote is approved.  Most orders are delivered the next-day via regular ground.  Replacement parts and malfunctioning hardware are not covered by the agreement.  The agreement is not a hardware warranty of any kind.

There are several ways to communicate problems to us, and log them to be resolved:

• Call SADA and speak with your account manager. We log your call, and a ticket number is generated to track the issue.
• Send an email with the problem you are having to: helpdesk@sadasystems.com. We take the information in the email, and log the issue into our system which also generates a ticket number.

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