On-Site Managed IT Services — Microsoft 365, Windows & Mac

About goCloudOffice®

goCloudOffice® is a modern, AI-driven IT consulting company. Founded in 2003 and based in Silicon Valley, we serve customers nationwide across the United States. Our customers are small businesses of 5 to 50 people, in industries that include biotechnology, law and professional services. They own their business applications, and we run their IT with senior engineering judgment and AI-augmented support that has been in daily production since summer 2024.

The engagement

Engagement: managed IT operations services for a biotech customer site in South San Francisco, with services at other customer sites in Mountain View and San Francisco.

goCloudOffice® seeks a second Bay Area services provider to give its customers coverage continuity; the provider coordinates with goCloudOffice®'s existing provider on escalation and hand-offs.

This is a business-to-business engagement under a master services agreement and a statement of work between goCloudOffice® and your business, which invoices for the services it delivers.

Engagement contact: the goCloudOffice® account lead. The provider directs its own work and personnel.

Scope of services

• Microsoft 365 operations. User lifecycle (joiners, movers and leavers), licensing, Exchange Online and shared mailboxes, Teams, SharePoint and OneDrive, Entra ID groups, multi-factor authentication and conditional access.
• Windows and Mac endpoints. Setup, deployment, patching, troubleshooting and retirement of Windows 10 and 11 laptops, plus setup and support for Mac users.
• On-site services. Laptop setup, replacement and hand-off; checking, restarting and updating the configuration of Peplink routers and Wi-Fi access points; coordinating with internet service providers during outages.
• End-user support. Friendly, plain-language help for end users, and short written updates that keep customer leadership informed.
• Documentation. Clear ticket notes, runbooks and asset records, so every site stays easy to support.
• AI-assisted delivery. AI tools used as a daily part of the work, with every output verified before it reaches a customer system.

Services must meet each customer's security, access and confidentiality policies and the service levels in the statement of work.

The provider uses its own equipment and business identity; goCloudOffice® grants only the proprietary system access the services require.

The scope covers device configuration and support. Cabling and electrical work that requires a contractor's license sits outside it.

What your business brings (required qualifications)

1. An independently established IT services business. Your business:

• operates under its own business name, including at customer sites;
• regularly contracts with other businesses and advertises its services to the public;
• holds the business licenses and registrations its work requires (for example, in its home city and in San Francisco);
• carries general liability insurance (USD 1M per occurrence, USD 2M aggregate), technology errors-and-omissions and cyber insurance (USD 1M per claim), hired and non-owned auto insurance (USD 1M), and workers' compensation where the business has W-2 personnel;
• provides its own equipment.

A corporation, or an LLC taxed as an S-corporation, whose own W-2 personnel perform the services is preferred. Sole proprietorships and single-member LLCs are also considered.

2. Typically seven or more years of hands-on IT operations experience across Microsoft 365, Windows and macOS.

3. Strong Microsoft 365 administration: users and licensing, Exchange Online, Teams, SharePoint and OneDrive, Entra ID groups, multi-factor authentication and conditional access.

4. Windows endpoint expertise: deploying, patching, troubleshooting and securing Windows 10 and 11 laptops in a business environment.

5. Working macOS skills: setting up, supporting and troubleshooting Macs for business users.

6. AI-assisted service delivery. Providers should demonstrate at least one year of AI-assisted service delivery in their practice (for example, AI-assisted troubleshooting, documentation or automation). We look for:

• Tools: any mainstream assistant, such as Microsoft 365 Copilot, ChatGPT, Claude, Gemini or GitHub Copilot.
• A clear method for checking AI output: confirming answers against vendor documentation such as Microsoft Learn, testing on a test account or with a dry run (for example PowerShell's -WhatIf) before production, reading every line of a script before running it, and keeping customer data inside tools approved for it.

7. Laptop and small-office network skills: provisioning and replacing laptops, and supporting business Wi-Fi, routers and internet connections on site.

8. Clear communication with end users and customer leadership: patient, plain-language explanations in person and in writing, and concise written updates.

9. On-site service capability: able to deliver on-site services at the customer sites in South San Francisco, San Francisco and Mountain View within the agreed availability windows and response targets.

Also valuable (preferred qualifications)

• A. Hands-on Peplink experience (Balance or MAX routers, AP One access points, InControl 2).
• B. Experience supporting biotechnology, life-sciences or law-firm environments, where confidentiality and documented change matter.
• C. Experience with a remote monitoring and management platform (such as NinjaOne) and a ticketing platform (such as Zendesk).
• D. Microsoft Intune, Windows Autopilot and Microsoft Defender for Business experience.
• E. Relevant certifications, such as Microsoft 365 Certified: Endpoint Administrator Associate, Microsoft 365 Certified: Administrator Expert, Apple Certified Support Professional or CompTIA Network+.
• F. More than one qualified person in your business who can perform the services, for coverage continuity.

Rate, scope and term

• Budgeted rate: USD 100 per hour. Providers propose their own rates and commercial terms.
• Initial scope: approximately 10–20 service hours per week, scheduled by the provider within customer availability windows; scope may expand by statement of work.
• On-site services: on-site services at the customer sites named above are within scope; the provider schedules site visits with the customer within agreed availability windows and response targets.
• Term: a 12-month statement of work, renewable.

How to respond

Submit your business's qualifications: a capability statement, résumés of the personnel who would perform the services, and answers to the response questions. The questions cover business details, licenses and insurance, who performs the services, other clients, equipment, availability windows, your proposed rate and terms, and one example of AI-assisted service delivery. The qualification process is clear and quick:

1. A review of your response against the posted qualifications.
2. A 25-minute introductory qualification call about how your business runs.
3. A technical qualification call with a practical Microsoft 365 exercise, using the AI assistant of your choice or one we provide.
4. A conversation about the primary customer site.
5. Two references from current or recent clients.
6. A final decision by goCloudOffice®'s founder.

Every respondent receives an answer. Reasonable accommodations and other adjustments to any step are available on request; the notice below explains how to reach us.

AI-assistance and privacy notice

This notice also covers vendor and consultant respondents and their personnel. [PRIVACY NOTICE — counsel text: the AI-assistance paragraph, the "people, not tools, decide" line, the four-year retention line, and the link to the full notice]

Equal opportunity

goCloudOffice® selects providers on the posted qualifications alone. It welcomes responses from every qualified business, and considers them without regard to the race, color, religion or creed, sex, pregnancy, gender identity or expression, sexual orientation, national origin, ancestry, age, physical or mental disability, medical condition, genetic information, marital status, military or veteran status, or reproductive health decision-making of the business's owners or personnel, or any other characteristic protected by law.