The calls that actually come in
- A person cannot sign in, or a person who left still can
- The server share is missing, slow, or full, on Windows or Linux
- The printer server queue vanished, on Windows or on a Linux CUPS box
- A Sharp, Brother, HP, or Canon stopped printing or stopped scanning to email
- One room has no Wi-Fi, or the guest network can see the office
- A Microsoft mailbox, a shared box, or a scan-to-email address broke
This is office support. The work happens on the systems you use. If the office wants a standing watch instead of a call, that is ala carte or Omega Total Care. If the office wants a copy it can restore, that is backup, scoped on its own.