eSudo Technology Solutions
Client Handbook & Quick Reference Guide ("Handbook)
Effective: June 28, 2025
1 A Warm Welcome from Matthew
Hello and welcome to the eSudo family!
I’m genuinely thrilled you chose to partner with us. Protecting and powering small firms is more than our profession—it’s our passion. My team and I wake up each day excited to remove the tech headaches that slow you down, so you and your people can focus on the meaningful work you started your firm to do.
Think of this handbook as your quick‑start guide to everything we’ll do together: how to reach us, what to expect, and the steps we take to keep your data safe. Keep it handy, share it with your team, and let us know if anything isn’t crystal‑clear—we’re always just a click or call away.
On behalf of everyone at eSudo, thank you for trusting us with your technology. We can’t wait to delight with our 5-stars customer service!
With appreciation,
Matthew Kaing
Founder & CEO
2 Our Core Services
We assist with a broad range of technology needs:
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Cybersecurity Risk Assessment & Compliance – A comprehensive evaluation of your security posture, regulatory obligations, and prioritized remediation roadmap.
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Fractional AI Officer – Safely apply AI to reduce administrative effort, increase efficiency, and maintain competitiveness without costly trial‑and‑error.
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IT Consulting & Strategy – Budgeting, automation, and long‑term planning aligned to your business goals.
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Disaster Recovery & Business Continuity – Design, testing, and ongoing verification.
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Wireless Networking & Structured Cabling – Secure Wi‑Fi design, site surveys, and low‑voltage cabling for reliable connectivity.
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VoIP & Cloud Phone Systems – Modern voice, video, and messaging solutions using 3CX, RingCentral, or Microsoft Teams Phone.
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Project Planning & Management – Office moves, cloud migrations (from GoDaddy, Google Workspace, or legacy email systems), security upgrades, and more.
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Domain & DNS Management – Registration, secure DNS hosting, and renewals.
- Hardware & Software Procurement - eSudo provides one-stop procurement of business-grade Dell hardware and Microsoft 365 or Google Workspace licenses, delivering discounted pricing, pre-configured deployment, consolidated billing, and end-to-end lifecycle support.
If you ever need a service outside our scope, we will gladly connect you with a vetted partner in accounting, law, marketing, or another specialty.
3 Standard Technology Suite (STS)
After two decades serving small and mid‑sized firms, we have curated a set of hardware and software that work together seamlessly. Using the STS enables faster support, predictable costs, and hardened security.
3.1 Approved Hardware
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Dell / HP servers, storage, desktops, and laptops (≤5 years old):
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Looking to order a new computer? Click here to read our business computer desktop or laptop buying guide.
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HP business‑class printers;
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Ubiquiti wireless access points
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SonicWALL firewalls & security appliances
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3CX phone systems with Yealink or Poly IP phones
3.2 Approved Software
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Microsoft 365 & Azure (including SharePoint, OneDrive, Teams)
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Microsoft Office 2024 or later on Windows 11 or later
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QuickBooks (current supported versions)
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Google Workspace
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Adobe Creative Cloud & Acrobat DC
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Clio, MyCase, and other approved practice‑management platforms
We review the STS quarterly. Updates are posted in the Client Portal.
Out‑of‑Scope Work Installation, configuration, or support of products not in the STS is billed at current hourly project rates.
4 Getting Support
4.1 Open a Ticket (fastest)
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Browse to https://www.eSudo.com/support and sign in to the Client Portal.
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Click New Request and complete the form. Attach screenshots or logs when helpful.
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You’ll receive an automatic confirmation with a ticket number and priority classification.
4.2 Talk to Us
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Escalation: An Authorized Contact may escalate urgent or unresolved issues directly in the portal.
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Phone: 408‑216‑5800 (08:00‑17:00 PT, Monday–Friday).
Important: If you email a technician directly or call a team member’s cell phone, your request will not enter our support queue and may be delayed. Please open a ticket in the Client Portal or call the main line above to receive service within our guaranteed response timeframes.
4.3 Support Workflow & Availability Expectations
Our goal is to resolve your issue as quickly as possible. To make that happen, please ensure someone is available to work with our team. The process works as follows:
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Ticket Assignment – Your request is logged and routed to a qualified support specialist who begins diagnosis.
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Initial Troubleshooting Window – The specialist has a defined period (aligned with the Target Resolution table in § 6) to isolate the problem and implement a fix.
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Automatic Escalation – If no resolution is reached within that window, the case is automatically escalated to a Senior Engineer. We will attempt to contact you up to three times within a 4–6‑hour span via the phone and email listed in the ticket.
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Tip: Reply to the ticket with your preferred contact times; we will do our best to call during that window.
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Client Unavailable – If we cannot reach you after three attempts, the ticket is placed On Hold – Awaiting Client. It remains on hold for up to 7 calendar days; after that, it may be closed. You can reopen it anytime by replying to the ticket.
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SWAT Team Escalation – For complex or systemic issues, we assemble a multidisciplinary team ("SWAT Team"). This may require scheduling an onsite visit. Onsite work is billable unless specifically included in your support plan.
Your prompt availability—answering calls, providing remote‑access permissions, and confirming fixes—helps us meet or beat our target resolution times.
5 Client Responsibilities (summary)
To keep your systems secure and supportable, you agree to:
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Maintain Accurate Information – Keep contact, billing, and technical data current.
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Designate Decision‑Makers – Provide primary and secondary IT contacts.
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Control Access – Limit system use to trained, authorized users.
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Obtain Approval – Secure written consent before adding or modifying hardware, software, or cloud services.
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Protect Core Equipment – Do not alter firewalls, servers, or network appliances without approval.
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Comply with Laws & Licenses – Follow all applicable regulations and third‑party EULAs.
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Maintain Secure Connectivity – Use static IPs or approved VPNs for remote access when required.
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Notify Us of Changes – Inform eSudo of moves, expansions, or system changes affecting support.
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Follow Security Best Practices – Enforce strong passwords, MFA, and timely patching.
Full obligations are detailed in your MSA and Service Statement.
6 Service Priorities & Target Response Times
We triage requests solely at our discretion based on business impact and cybersecurity risk. Our response is based normal business hours and applies to managed services client only.
| Priority | Impact & Examples | Target Response* | Target Resolution* |
|---|---|---|---|
| P1 – Emergency | Majority of users/functions down (server offline, ransomware, ISP outage) | 1 hour | 1‑4 hours |
| P2 – Urgent | Significant disruption to critical functions (virus detected, key user computer failure) | 2 hours | 2‑8 hours |
| P3 – Normal | Limited disruption (single PC or printer issue, slow performance) | 4 hours | ≤48 hours |
| P4 – Low | Minimal impact or planned work (new‑hire setup, software upgrade, consultation) | 8 hours | ≤5 business days |
eSudo will use commercially reasonable efforts to meet the Target Response Times 95 % of the time, subject to staff availability, your availability, and the exclusions in your Service Statement.
6.1 Response vs. Resolution
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Respond = Acknowledge the request, assign a technician, and begin initial diagnostics within the stated time.
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Resolve = Complete the work so the service is operational again.
Resolution time is inherently variable: it may depend on third‑party vendor queues, replacement‑part availability, or discoveries made only after troubleshooting begins. We will keep you informed of progress and revised estimates.
Business‑Hours Scope Target Response Times apply to tickets submitted during Business Hours (08:00–17:00 PT, Monday–Friday, excluding holidays) for services covered by your plan. Requests received after hours are triaged the next business day unless your plan includes after‑hours coverage.
eSudo may update these targets by issuing a revised Client Technology Handbook or similar policy notice
7 Security Reminders
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Use strong, unique passwords and enable multi‑factor authentication (MFA).
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Do not test or alter production systems without written approval.
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Follow Acceptable Use Policies for Microsoft 365, Google Workspace, VoIP, and related services.
8 Billing & Payments
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Monthly Recurring Charges (MRC): Invoiced in advance; payable via Zelle (preferred), ACH, or wire.
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Projects & Out‑of‑Scope Work: Invoiced separately upon completion (net 15).
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Payment Portal: https://esudo.com/payment/
9 VENDOR AUTHORIZATION LETTER
Sometimes vendors require written authorization from you before they can discuss matters related to your business with us. To help obtain such approval, feel free to customize and copy the letter below into an email to each vendor that needs authorization to work with us while we provide our services:
Dear <Vendor Name>,I am writing to notify you that we have engaged eSudo Technology Solutions to oversee and handle our IT and Technology requirements.
In order to execute these responsibilities, it is essential that eSudo Technology Solutions has the authority to coordinate, manage and obtain support as needed from all of our technological vendors and resources.
Therefore, effective immediately, we grant full permission to any member of the team at eSudo Technology Solutions to access, modify, and manage all facets of our account, including all products and services we have obtained through your organization.
This authorization will remain in effect until we formally rescind it in writing. If additional information is needed, please do not hesitate to contact us.
Sincerely,
[Name]
[Title]
10 About This Handbook
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This guide is for day‑to‑day reference.
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Your MSA and Service Statement control if there is any conflict.
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eSudo may update this handbook; the latest version is always available in the Client Portal and supersedes prior versions.
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Help us improve: If you spot outdated information or have suggestions, please email [email protected] or open a Feedback ticket in the Client Portal.
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Questions? Contact your Account Manager at 408‑216‑5800 or [email protected].
Thank you for choosing eSudo Technology Solutions—where secure, reliable IT meets business growth.