Peace of Mind Plan and MSP Service — Setup and Support SOP

**Effective Date:** April 1, 2025

**Prepared by:** Four Corners Repair Center Operations

**Location:** 1455 N Milwaukee St, Boise ID 83704 | 208-321-0075 | fourcornersrepair.com

1. Overview

The Peace of Mind Plan and MSP (Managed Service Provider) Business Service provide ongoing remote monitoring, antivirus protection, and technical support for both consumer and business customers.

Plans Available

|——|——-|———-|————|———–|

**Who are these plans for?**

**Peace of Mind Basic & Plus** — Individual consumers who want peace of mind with annual antivirus coverage and included remote support calls.

**MSP Business** — Small to mid-size businesses needing unlimited IT support, monitoring, and enterprise-grade antivirus protection per computer.

**Web Pages:**

Peace of Mind: https://fourcornersrepair.com/peace-of-mind-plan/

MSP Business: https://fourcornersrepair.com/managed-it-services/

2. IMPORTANT: Non-Refundable Policy

**ALL PLANS ARE NON-REFUNDABLE.**

Because every plan includes a software subscription (Splashtop monitoring and Bitdefender antivirus), the annual fee is **non-refundable once purchased**. This must be communicated clearly to the customer at the point of sale, before payment is collected.

**Staff must verbally confirm this policy with every customer before activating a subscription.**

3. Setting Up in RepairDesk

Once the customer agrees to a plan, set up recurring billing in RepairDesk immediately.

Steps:

1. Go to **Repairs → Manage Recurring Billing → Manage Subscriptions**

2. Click **Create New Subscription**

3. Search for the customer name and add them

4. Under the **Name** category, select the appropriate plan:

– Peace of Mind Basic ($149.99)

– Peace of Mind Plus ($249.99)

– MSP ($299 per computer)

5. Select the **ROW** to add the total to the cart

6. Go to **Set Schedule**:

– Set to **repeat invoice annually** on the current month, every year

– Example: If signing up in April, set to the 4th month of every year

7. Leave the **first invoice on the current date**

8. Select: **”Email invoice at end of selected duration to customer with payment button”**

9. Click **Start Subscription** — this automatically sends a payment link to the customer

**Note:** The subscription system handles annual renewals automatically. No manual follow-up is needed for billing unless the customer has a payment issue.

4. Splashtop Installation

Splashtop must be installed on the customer’s computer **after payment is confirmed**.

Steps:

1. Use the deployment link to install Splashtop on the customer’s computer:

**https://my.splashtop.com/team_deployment/download/X3J3724SYS33**

2. Run the installer on the customer’s machine

3. Once installed, the computer will automatically appear in the **Managed Devices** list in the Splashtop Business Console

4. **IMPORTANT — Rename the computer immediately** with the customer name or a descriptive computer name (e.g., “John Smith — Dell Laptop” or “Acme Corp — Workstation 1”)

5. Assign the computer to the correct group:

– **Consumer customers** → place in the **”Managed PCs”** group

– **Business/MSP customers** → create or assign to their **own group named after the business**

**Renaming is critical.** If computers are not named properly, staff will not be able to identify customers quickly during support calls.

5. Bitdefender Antivirus Installation

After Splashtop is installed and the computer is visible in the console, install Bitdefender antivirus.

Steps:

1. Open the **Splashtop Business Console**: https://my.splashtop.com/

2. Click the **Antivirus** tab → **Antivirus**

3. Select the newly added customer computer from the list

4. Click **Actions → Splashtop Antivirus → Install Antivirus Software**

5. Wait for installation to complete (status will update in the console)

**MSP Business customers** receive **Bitdefender GravityZone**, which provides enterprise-level protection. The installation process is the same via Splashtop console.

6. Antivirus Policy Details

Scan Schedule

**Full system scans:** Every **Monday at 8:00 AM** and **Friday at 8:00 AM**

**Real-time scanning:** All CD/DVD media and USB storage devices are scanned automatically on connection

Threat Response

All viruses and threats are **immediately blocked and cleaned automatically**

In most cases, **no staff action is required**

A report is sent to staff only when a threat **cannot be automatically resolved** — in that case, a support call may be needed

Locked Settings

The Bitdefender program is **password locked on the customer’s machine**

Customers **cannot uninstall, disable, or modify** the antivirus settings

**Emergency uninstallation password:** `Fcrc1455!` — use only when authorized and necessary

Do not share this password with customers

7. Remote Access

All remote support sessions are conducted through the **Splashtop Business App**.

Steps to Connect:

1. Open the **Splashtop Business App** on the shop computer

2. Locate the customer’s computer:

– **Consumer customers** → look under the **Managed PCs** group

– **Business customers** → look under their **business name group**

3. Check computer status:

– **Blue indicator** = Computer is online and ready to connect

– **Gray indicator** = Computer is offline or powered off — cannot connect

4. **Double-click** the computer name to launch the remote session

5. If the customer’s computer is **password protected**, look up their **previous RepairDesk ticket** to find the stored user password

**All staff have access to the Splashtop portal** for customer support and machine setup.

8. Support Levels

Tier 1 — Peace of Mind Basic ($149.99/year)

**Includes:** 1 remote support session per year

**Additional sessions:** $49.99 each (discounted from standard $99.99 rate)

Sessions **do not roll over** to the next year

Tier 2 — Peace of Mind Plus ($249.99/year)

**Includes:** 3 remote support sessions per year

**Additional sessions:** $49.99 each (discounted from standard $99.99 rate)

Sessions **do not roll over** to the next year

MSP Business ($299/year per computer)

**Includes:** Unlimited remote support and remote monitoring

No per-session charges

Covers all enrolled computers under the business account

Collecting Payment for Additional Sessions

**IMPORTANT:** If a customer has used all included sessions, collect payment **BEFORE performing any additional work.** Do not complete the session and bill afterward.

9. Ticket Logging

Proper ticket logging ensures accurate records and correct billing for all Peace of Mind and MSP calls.

Consumer Peace of Mind Calls (Basic & Plus)

1. **Log in Splashtop App:**

– Open the Notes section for the customer’s computer in the Splashtop app

– Record the **date and time** of the support session

2. **Create a RepairDesk Ticket:**

– Category: **IT Category → Peace of Mind Service Call**

– If using an **included session:** set ticket cost to **$0**

– If using an **additional session:** price at **$49.99** and collect payment before starting work

MSP Business Calls

1. **Create a RepairDesk Ticket:**

– Category: **IT Services → MSP Service Call**

– MSP calls are unlimited — no charge per session

– Document what was done and time spent for records

All tickets should include a brief description of the issue and resolution for future reference.

10. Troubleshooting

Computer Shows as Offline (Gray)

The customer’s computer is off, asleep, or disconnected from the internet

Contact the customer and ask them to power on the computer and ensure it is connected to the internet

Once online, the computer will turn blue in the console

If the customer cannot get the computer online, schedule an in-person visit

Computer is Password Protected

Look up the customer’s **most recent RepairDesk ticket** — the user password is often stored in ticket notes

If no password is found, contact the customer to have them unlock the machine before the session begins

Cannot Find Customer Computer in Splashtop

Verify that Splashtop was installed using the correct deployment link

Check that the computer is in the correct group (Managed PCs for consumers, business group for MSP)

If the computer is missing entirely, re-install Splashtop using the deployment link: https://my.splashtop.com/team_deployment/download/X3J3724SYS33

Antivirus Will Not Install

Confirm the computer is online (blue) in the Splashtop console before attempting installation

Try refreshing the device list and re-selecting Actions → Install Antivirus Software

If installation continues to fail, connect via remote session and troubleshoot directly on the machine

Customer Wants to Cancel / Requests Refund

Remind the customer that **all plans are non-refundable** (software subscription is included)

If the customer has a complaint or concern, escalate to the shop owner

Do not process refunds without owner authorization

Antivirus Threat Cannot Be Cleaned

Splashtop will send an automated report when a threat cannot be auto-resolved

Connect remotely to the customer machine and investigate manually

If the infection is severe, the customer may need to bring the computer in for in-shop service

Create a RepairDesk ticket for the service call and price accordingly

*This SOP is effective April 1, 2025. For questions, contact the shop manager or owner.*