eSudo Technology Solutions
Client Handbook
Your complete guide to working with eSudo — support, services, and shared responsibilities.
Last Updated: April 6, 2026 · v2026.04Contents
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 deliver the 5-star service you deserve.
Our Core Services
We assist with a broad range of technology needs. 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.
Comprehensive evaluation of your security posture and prioritized remediation roadmap.
Safely apply AI to reduce administrative effort and maintain competitiveness.
Budgeting, automation, and long-term planning aligned to your business goals.
Design, testing, and ongoing verification of your recovery plan.
Secure Wi-Fi design, site surveys, and low-voltage cabling.
Modern voice, video, and messaging using 3CX, RingCentral, or Microsoft Teams.
Office moves, cloud migrations, security upgrades, and more.
Registration, secure DNS hosting, and renewals.
Dell hardware and Microsoft 365 / Google Workspace — discounted, pre-configured, consolidated billing.
Standard Technology Suite (STS)
After two decades serving small and mid-sized firms, we have curated hardware and software that work together seamlessly. Using the STS enables faster support, predictable costs, and hardened security.
Approved Hardware
- Dell / HP servers, desktops, laptops (≤5 years old)
- HP business-class printers
- Ubiquiti wireless access points
- SonicWALL firewalls & security appliances
- 3CX with Yealink or Poly IP phones
Approved Software
- Microsoft 365 & Azure (SharePoint, OneDrive, Teams)
- Microsoft Office 2024+ on Windows 11+
- QuickBooks (current versions)
- Google Workspace
- Adobe Creative Cloud & Acrobat DC
- Clio, MyCase, approved practice-management platforms
Getting Support
4.1 Open a Ticket
Visit esudo.com/support and sign in to the Client Portal. Click New Request, complete the form, and attach any screenshots. You'll receive automatic confirmation with a ticket number and priority.
4.2 Call Us
Authorized contacts may escalate urgent issues directly in the portal.
Phone: 408-216-5800
8:00 AM – 5:00 PM PT, Monday–Friday.
4.3 Support Workflow
Ticket Assignment
Your request is logged and routed to a qualified support specialist who begins diagnosis immediately.
Initial Troubleshooting Window
The specialist has a defined window (per the SLO table in Section 6) to isolate the problem and implement a fix.
Automatic Escalation
If unresolved, the case escalates to a Senior Engineer. We attempt contact up to three times within a 4–6 hour window via phone and email on the ticket.
Client Unavailable
If unreachable after three attempts, the ticket goes On Hold – Awaiting Client for up to 7 calendar days. Reply to the ticket to reopen it anytime.
SWAT Team Escalation
For complex or systemic issues, we assemble a multidisciplinary SWAT Team. Onsite work is billable unless included in your support plan.
Client Responsibilities
To keep your systems secure, supportable, and running well, your team agrees to the following. Your MSA and Service Statement govern if there is any conflict.
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1Keep your information current.
Maintain accurate contact, billing, and technical data. Notify us promptly of any organizational, personnel, or system changes.
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2Designate authorized contacts.
Provide a primary and secondary IT contact authorized to submit tickets, request changes, and make decisions on your firm's behalf.
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3Control access to your systems.
Limit access to trained, authorized users. Do not share credentials or allow unauthorized individuals to access company systems.
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4Get approval before making changes.
Obtain eSudo's written approval before adding, modifying, or removing hardware, software, cloud services, or network configurations.
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5Protect core infrastructure.
Do not alter firewalls, servers, network appliances, or security tools without eSudo's written approval.
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6Follow applicable laws and license agreements.
Comply with all laws, regulations, professional rules, and EULAs for software and platforms on your systems.
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7Maintain secure remote connectivity.
Use static IPs or eSudo-approved VPNs for remote access. Do not use unsecured or unapproved remote access methods.
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8Tell us about changes to your environment.
Notify eSudo in writing before moves, expansions, significant personnel changes, or any event that could affect your IT systems.
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9Follow security recommendations.
Implement controls recommended by eSudo in writing — including MFA, password policies, and patching. Declining a recommendation shifts the associated risk to your firm. eSudo will document all material recommendations in writing.
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10Support user compliance.
Your management team champions security requirements internally and ensures staff participate in required training. eSudo provides the tools and reports — your leadership drives the culture.
Service Level Objectives (SLOs)
| Priority | Impact & Examples | Target Response | Target Resolution | Key Condition |
|---|---|---|---|---|
| P1 – Emergency | Majority of users/systems down: server offline, ransomware, network failure, ISP outage | 1 hour | 1–4 hours | Client must be reachable. Clock pauses awaiting client response. |
| P2 – Urgent | Significant disruption: virus detected, key user failure, email or VoIP down | 2 hours | 2–8 hours | May extend where third-party vendor involvement is required. |
| P3 – Normal | Limited disruption: single PC or printer issue, slow performance, password reset | 4 hours | ≤48 hours | Includes most day-to-day support requests. |
| P4 – Planned | Minimal impact or scheduled: new-hire setup, software upgrade, consultation | 8 hours | ≤5 bus. days | Scheduling subject to mutual availability. |
* SLOs apply to Managed Services clients only, during Business Hours (8:00 AM – 5:00 PM PT, Mon–Fri, excluding eSudo holidays) unless after-hours coverage is included in your Service Statement. eSudo prioritizes issues at its discretion based on business impact and cybersecurity risk.
6.1 What Response and Resolution Mean
Respond
eSudo acknowledges your request, assigns a qualified technician, and begins initial diagnosis within the target window.
Resolve
The issue is corrected and your service is operational. Resolution time may vary based on third-party queues, part availability, or mid-troubleshooting discoveries.
Your Availability Matters
eSudo's ability to meet SLOs depends on your team being reachable. Tickets placed On Hold pause the resolution clock.
Progress Updates
eSudo will keep you informed of progress and provide revised estimates whenever an objective cannot be met on time.
Security Reminders
Keeping your firm secure is a shared responsibility. Here are the non-negotiables every team member should know:
Billing & Payments
Monthly Recurring Charges
Invoiced in advance. Payable via Zelle (preferred), ACH, or wire transfer.
Projects & Out-of-Scope
Invoiced separately upon completion. Net 15 payment terms apply.
Pay Online
esudo.com/payment — secure online bill payment portal.
Vendor Authorization Letter
Sometimes vendors require written authorization before they can work with eSudo on your behalf. Copy and customize the letter below into an email to each vendor that requires it. This authorization is limited to services within the scope of your applicable Service Statement.
About This Handbook
- Purpose. This Handbook is a practical day-to-day reference for your team — clear and accessible, not exhaustive.
- What governs if there is a conflict. Your MSA and Service Statement are the controlling documents. If anything here conflicts with your MSA or Service Statement, those documents govern.
- Version in effect. The version of this Handbook in effect on the date you signed your MSA is the applicable version. eSudo maintains archives so the version you agreed to is always accessible upon request.
- How eSudo updates this Handbook. Updates that do not materially affect your legal obligations or fees may be made without advance notice. Updates that materially affect your obligations, fees, or service terms will be communicated to your designated contact in writing at least 15 days before taking effect.
- Where to find the current version. Always available at esudo.com/client-handbook and in the Client Portal. The version number and effective date appear at the top of the document.
- Confidentiality. This Handbook is eSudo's confidential and proprietary material. It may not be shared with third parties without eSudo's prior written consent.
- Help us improve. Spot something outdated or have a suggestion? Email [email protected] or open a Feedback ticket in the Client Portal.