Version 2026.10
Last updated 2026-10-01
We Are Your IT Department
Feedwire is not just a vendor sending invoices and solving tickets; we are a department in your organization that works from outside your walls. Contractually, we are an independent provider under our Terms and Conditions. In practice, we work as your IT department. Your internal departments do not operate in silos (hopefully), and neither should we. Marketing does not launch campaigns without talking to Sales. Finance does not set budgets without input from Operations. And IT should not make technology decisions (tactical or strategic) without understanding your business goals and strategy.
Defining responsibilities is not about drawing lines in the sand. It defines how we dance together. It clarifies who leads, who follows, and where we move in sync. We all need to know our parts before we can successfully play together.
This document maps out how Feedwire integrates with your Leadership, HR & Operations, Finance, and Legal teams, and with the specialists you engage. We need the same things any internal IT department needs: visibility into your strategy, inclusion in planning, authority to execute, and trust that we are all moving in the same direction toward the same goals.
The magic happens when everybody understands their role. You would not expect your CFO to configure firewalls, and you should not expect your IT Service Provider to declare a legal breach. But when a security incident happens, we both need to know precisely how we will work together. When you are planning to double your workforce, we need to know before the job postings go live. When we spot a risk, you need to trust us enough to listen, even when the news is not what you want to hear.
This model sets expectations for a healthy, productive relationship where information flows freely, decisions get made quickly, and nobody is surprised when something needs to happen. We have learned these patterns from hundreds of client relationships. Let's skip most of the missteps and pitfalls so we can get straight to what works for both of us.
This model applies exclusively to Feedwire's proactive service plans: Managed, Secured, and Prepared. These tiers represent a true IT department partnership where Feedwire participates in strategy and operations surrounding your technology environment.
This model does not apply to:
- Enrolled: Feedwire maintains the security foundation, including around-the-clock endpoint threat detection and containment by our security partners. Feedwire advises the way outside counsel does, when the client asks rather than as a seat at the table, and provides support as requested. Both are billed hourly. Feedwire raises the problems it sees; acting on them is the client's decision. The client is responsible for IT planning and decisions, and the client rows in this model apply on Enrolled as well.
- Time and materials engagements: Project-based or hourly support without ongoing management
- Legacy break-fix arrangements: Traditional "IT Guy" relationships focused on responding to requests
- Consultation Services: Strategic advice without ongoing operational responsibility
- Scoped Support: engagement to support a slice of your systems, but not to act as your IT department
The Parties
- Feedwire.
- The client, by team: Client Leadership Team, Client HR and Operations Teams, Client Finance Team, and Client Legal Team. The Client Leadership Team names who sits on each team. In a small company, one person may sit on several.
- Client Specialists: developers, application vendors, consultants, and AV, smart home, and building system integrators the client engages for specialized systems. They may be staff or contractors.
- Client IT Staff: people the client employs in IT roles, where it has them. Feedwire supports them. Feedwire and the client agree which responsibilities in this model they own, and the client's Proposal records that split. Every responsibility not assigned to them stays as written.
- Shared: a responsibility the named parties carry together.
For a household or family office, the principal and family are the Client Leadership Team, and the house manager or chief of staff is the Client HR and Operations Teams. Household staff are staff, each with a named account. Every shared household device has a named owner, usually the house manager.
A row marked (Secured) applies to the Secured and Prepared plans. A row marked (Prepared) applies to Prepared only. Unmarked rows apply to every plan this model covers. A responsibility marked for a higher plan can be added to a lower plan, quoted before the client commits.
Shared Responsibilities
Strategic Technology Planning
| Responsibility |
Responsible Party |
| Advise on technology roadmap |
Feedwire |
| Recommend emerging technologies |
Feedwire |
| Assess technical feasibility |
Feedwire |
| Provide industry best practices |
Feedwire |
| Share business strategy |
Client Leadership Team |
| Include Feedwire (IT Department) in planning sessions |
Client Leadership Team |
| Approve technology investments |
Client Leadership Team |
| Elect a Feedwire point of contact within the Client Leadership team. This person is the Customer Contract Manager under our Terms. Changes go to Feedwire in writing, not by ticket. |
Client Leadership Team |
| Name the members of each client team in this model and assign its responsibilities, including any split with Client IT Staff |
Client Leadership Team |
| Communicate workforce changes |
Client HR and Operations Teams |
| Share hiring plans |
Client HR and Operations Teams |
| Identify operational needs |
Client HR and Operations Teams |
| Elect a Feedwire point of contact within the HR and Operations teams |
Client HR and Operations Teams |
| At onboarding and at each yearly review, share last year's revenue, this year's projection, and the company's budgets, so Feedwire's budget advice fits the company's size and risk |
Client Finance Team |
| Include Feedwire (IT Department) in budget planning |
Client Finance Team |
| Elect a Feedwire point of contact within the Finance team |
Client Finance Team |
| Share compliance roadmap |
Client Legal Team |
| Elect a Feedwire point of contact within the Legal team |
Client Legal Team |
Access Control and Identity
| Responsibility |
Responsible Party |
| Configure directory services, SSO, and MFA at the identity provider |
Feedwire |
| Execute provisioning, changes, and deprovisioning |
Feedwire |
| Remove a departing person's access to the client's own accounts, including the client's vaults. Credentials the client holds for its own clients are outside Feedwire's reach: Feedwire never sees or changes them. |
Feedwire |
| Manage privileged accounts |
Feedwire |
| Recommend access models |
Feedwire |
| Deploy and manage identity protection |
Feedwire |
| Store Feedwire's credentials to client systems in Feedwire's vault |
Feedwire |
| Require MFA on Feedwire's vault and on every named Feedwire account, and again for admin elevation |
Feedwire |
| Log Feedwire activity, such as delegated access and credential use, under each person's name |
Feedwire |
| Produce reports from Feedwire's logs on request. Clients do not get standing access to those logs. |
Feedwire |
| Approve access policies |
Client Leadership Team |
| Authorize exceptions |
Client Leadership Team |
| Store the client's own passwords in the client's vault |
Client HR and Operations Teams |
| Store the credentials the client holds for its own clients, such as logins to a client's social or ad accounts, in the client's vault, and change them when someone with access leaves |
Client HR and Operations Teams |
| Request reports on Feedwire's activity when needed, for example for an assessment or audit |
Client HR and Operations Teams |
| Submit onboarding, change, and offboarding requests no later than the day the person joins, changes role, or leaves |
Client HR and Operations Teams |
| Communicate role changes |
Client HR and Operations Teams |
| Manage physical access |
Client HR and Operations Teams |
| Approve finance system access |
Client Finance Team |
| Define compliance and regulatory requirements |
Client Legal Team |
| Use the client's identity standards (SSO, MFA, named accounts) for any administrative access they have |
Client Specialists |
Infrastructure
| Responsibility |
Responsible Party |
| Configure firewalls and network |
Feedwire |
| Design the network to meet the requirements of every party that uses it, such as staff, guests, Client Specialists, and security vendors, and show what meeting them costs |
Feedwire |
| Deploy and manage endpoint protection |
Feedwire |
| Recommend company-owned phones, and enroll and secure them like any other company device |
Feedwire |
| On personal phones, enroll the work account with app protection, so the work apps and their data can be wiped without touching the rest of the phone |
Feedwire |
| Manage patching and encryption, except operating system versions on specialized workstations, which Client Specialists maintain |
Feedwire |
| Configure and maintain shared file storage, such as cloud drives and on-site file servers, and apply the folder permissions the client approves |
Feedwire |
| Advise on architecture decisions |
Feedwire |
| Approve architecture changes |
Client Leadership Team |
| Fund infrastructure upgrades and maintenance |
Client Leadership Team |
| Share growth projections to inform architecture recommendations |
Client Leadership Team |
| Approve the network budget, and decide whether to fund or accept any requirement it leaves unmet |
Client HR and Operations Teams |
| Allow Feedwire to remove competing security software |
Client HR and Operations Teams |
| Communicate device policies |
Client HR and Operations Teams |
| Decide whether to issue company phones or allow personal phones for work |
Client HR and Operations Teams |
| Report lost or stolen devices |
Client HR and Operations Teams |
| Coordinate facility needs |
Client HR and Operations Teams |
| Decide who can open each shared folder, and name an owner for each |
Client HR and Operations Teams |
| Leave Feedwire's security agents installed on every device. Request removal only through Feedwire. |
Client HR and Operations Teams |
| Approve purchases and contracts |
Client Finance Team |
| Pay vendors directly for Microsoft or Google, business applications, and network hardware. Feedwire's security and management tools are included in the plan price. |
Client Finance Team |
Specialized Systems
Many companies depend on a system that belongs to a specialist: workstations that run specialized software, control systems on a plant floor, point of sale in a restaurant. The specialist knows that system better than any generalist, and we do not pretend otherwise. Where the stakes are high, the specialist system has its own network, separate from the one people use for email and the internet, and the two connect only at defined points. The specialist owns the system, and Feedwire secures what surrounds it.
Operational technology, such as industrial controls, programmable controllers, CNC machines, and building automation, is a specialized system. Its specialists run it, and Feedwire secures the boundary between it and the business network.
| Responsibility |
Responsible Party |
| Own the business network, its internet connection, and the boundary with any specialist network |
Feedwire |
| Put identity, endpoint, and security controls on computers that use specialized systems, where the system supports them |
Feedwire |
| Take the first call and triage application issues, unless Client Leadership gives that role to its own coordinator, and bring in the specialist when the fix belongs to them |
Feedwire |
| Define how Client Specialists access and change managed systems |
Feedwire |
| Support specialist upgrades with Feedwire's infrastructure |
Feedwire |
| Build the device management and software profiles that install specific application versions for each major operating system version on specialized workstations |
Feedwire |
| Recommend the engagement terms below when the client engages a specialist |
Feedwire |
| Choose which specialists to retain |
Client Leadership Team |
| Approve changes that cross the boundary between networks |
Client Leadership Team |
| When engaging a Client Specialist, make it a term of the engagement that the client owns the admin accounts, the specialist signs in with its own named account, and the specialist's configurations and documentation stay where the client can reach them |
Client Leadership Team |
| Choose who takes the first call |
Client HR and Operations Teams |
| Set upgrade timing with the specialist, after hearing from Feedwire |
Client HR and Operations Teams |
| Tell Feedwire the same day the client lets a Client Specialist go, so Feedwire can remove the specialist's access |
Client HR and Operations Teams |
| Own the specialized application, its configuration, and its support |
Client Specialists |
| Own its dedicated network and storage, where it has them |
Client Specialists |
| Define the network, storage, and performance requirements the application needs |
Client Specialists |
| Make changes within the access and change process Feedwire defines |
Client Specialists |
| Manage licensing of their software with the client |
Client Specialists |
| Maintain the operating system version, major and minor, on specialized workstations |
Client Specialists |
| Enroll specialized workstations in device management, unless the client assigns this to Feedwire |
Client Specialists |
| Store the system's configurations, documentation, and admin credentials in the client's own accounts and vault, not only in the specialist's |
Client Specialists |
| Coordinate incidents at the boundary between networks |
Shared |
Remote Work and Travel
| Responsibility |
Responsible Party |
| Supply the technical controls that enforce remote-work policies |
Feedwire |
| Give commercially reasonable support for personal equipment and home connections |
Feedwire |
| Deploy, secure, and tune the remote-access service |
Feedwire |
| Before a trip that carries real risk, check the devices and accounts that travel |
Feedwire |
| Lock or wipe a lost device when it is reported |
Feedwire |
| Approve and enforce remote-work policies, including any required by the client's own customers |
Client Leadership Team |
| Choose the remote-access technology |
Client HR and Operations Teams |
| Require staff and contractors to provide and maintain their own equipment and home internet, as part of their professional commitment, and collect the BYOD attestation |
Client HR and Operations Teams |
| Set the requirements for personal equipment and home internet |
Client HR and Operations Teams |
| Tell Feedwire before a trip that carries real risk |
Client HR and Operations Teams |
AI, SaaS, and Cloud Applications
| Responsibility |
Responsible Party |
| Assess SaaS vendor security before adoption |
Feedwire |
| Configure SSO and integrations |
Feedwire |
| Monitor SaaS usage and shadow IT |
Feedwire |
| Advise on AI governance |
Feedwire |
| Ensure the company, not individual staff, owns every AI account, on approved business-tier providers |
Feedwire |
| Block unapproved AI services through DNS filtering |
Feedwire |
| Discover the AI tools in use, including personal accounts. Discovery finds most tools, not every one. |
Feedwire |
| Enforce company accounts over personal ones, with each tool given the narrowest access it needs |
Feedwire |
| Grant access for AI tools the client approves, under the access and change process Feedwire defines |
Feedwire |
| Provide AI threat protection: detect and stop attacks and misuse through AI agents and connectors |
Feedwire (Secured) |
| Connect SaaS applications to threat detection, maintain the connections, and fix threats and misconfigurations where automated response is not available |
Feedwire (Secured) |
| Own and adopt SaaS policies |
Client Leadership Team |
| Own and adopt AI policies and ethical guidelines |
Client Leadership Team |
| Approve new applications |
Client Leadership Team |
| Decide which AI tools staff use, and what data and systems each one can reach |
Client Leadership Team |
| Train staff on approved tools and policies |
Client HR and Operations Teams |
| Monitor usage compliance |
Client HR and Operations Teams |
| Define operational requirements |
Client HR and Operations Teams |
| Decide what client content goes into AI tools, and train staff on it |
Client HR and Operations Teams |
| Ensure staff approve high-impact agent actions and review AI output before relying on it |
Client HR and Operations Teams |
| Grant the admin access SaaS threat detection needs, and tell Feedwire before adding or retiring a SaaS application |
Client HR and Operations Teams (Secured) |
| Budget for SaaS subscriptions |
Client Finance Team |
| Track application spending |
Client Finance Team |
| Review terms of service |
Client Legal Team |
| Ensure AI and data compliance |
Client Legal Team |
| Configure and support the specialized platforms they administer |
Client Specialists |
Software Development
| Responsibility |
Responsible Party |
| Secure the development platform: repository access, SSO and MFA, branch protection, and secret scanning |
Feedwire |
| Manage developer and coding agent access to systems and secrets |
Feedwire |
| Advise on secure development practices |
Feedwire |
| Protect against attacks and misuse through coding agents and their connectors |
Feedwire (Secured) |
| Approve development tools and coding agents |
Client Leadership Team |
| Own the software and the risk it carries |
Client Leadership Team |
| Budget for development tools and AI usage |
Client Finance Team |
| Review code licensing and ownership of AI-generated output |
Client Legal Team |
| Review and approve all code, AI-generated or not, before it merges |
Client Specialists |
| Decide production releases |
Client Specialists |
| Exclude secrets and client data from AI context |
Client Specialists |
| Maintain testing and quality gates |
Client Specialists |
Data Protection and Backup
| Responsibility |
Responsible Party |
| Implement backup systems for the data your plan covers |
Feedwire |
| Test that the backups Feedwire maintains can be restored |
Feedwire |
| Configure encryption and DLP |
Feedwire |
| Advise on data architecture |
Feedwire |
| Own and adopt data policies including retention and classification |
Client Leadership Team |
| Share data growth forecasts to inform architecture advice |
Client HR and Operations Teams |
| Manage employee data lifecycle |
Client HR and Operations Teams |
| Identify critical operations data |
Client HR and Operations Teams |
| Define financial retention |
Client Finance Team |
| Define legal holds |
Client Legal Team |
| Identify application data and configurations that must be backed up |
Client Specialists |
Incident Response
| Responsibility |
Responsible Party |
| Provide 24/7 human-led detection, escalation, and containment of endpoint and identity threats, with our security partners |
Feedwire |
| Contain threats immediately within the actions the client authorizes in advance, including isolating devices and disabling accounts |
Feedwire |
| Notify Client Leadership promptly of suspected incidents |
Feedwire |
| Maintain the client's incident response plan, which starts with the insurer's hotline |
Feedwire |
| Advise on response strategy |
Feedwire |
| Handle security events as part of your plan, such as a phishing click caught early, a quarantined device, or a suspicious sign-in |
Feedwire |
| Triage, contain, and handle a declared incident as part of your plan |
Feedwire |
| Recover and rebuild after a declared incident, support the forensics team, and provide extended response, billed hourly at the incident response rate, separate from your plan |
Feedwire |
| Facilitate annual incident response and business continuity tabletops with the client's team |
Feedwire (Secured) |
| Arrange an incident response tabletop led by an outside facilitator |
Feedwire (Prepared) |
| For households, lead an adversary personas session and write the personas: who might target the household, why, how they would try, and which controls answer each one. Review them each year at the incident response tabletop. |
Feedwire (Secured) |
| For households, attend the adversary personas session and confirm the personas |
Client Leadership Team (Secured) |
| Lead Crisis Management Team |
Client Leadership Team |
| Declare an incident |
Client Leadership Team |
| Make breach determinations |
Client Leadership Team |
| Inform IT of decisions |
Client Leadership Team |
| Authorize containment actions in advance, including which actions need no further approval. Feedwire recommends full containment on office workstations, and on servers and production workstations, containment for ransomware, data theft, or an attacker at the keyboard. |
Client Leadership Team |
| Call the cyber insurer's hotline at the start of a covered incident. The insurer assigns the response firm. |
Client Leadership Team |
| Tell staff who may request after-hours or emergency work and accept its charges |
Client Leadership Team |
| Decide who may escalate after hours |
Client Leadership Team |
| Attend the tabletops and take part |
Client Leadership Team (Secured) |
| Manage internal communications |
Client HR and Operations Teams |
| Support business continuity |
Client HR and Operations Teams |
| Answer Feedwire's verification requests promptly, such as confirming whether a login or admin change was expected |
Client HR and Operations Teams |
| Manage cyber insurance claims, including recovery costs |
Client Finance Team |
| Manage breach notifications |
Client Legal Team |
| Coordinate with law enforcement |
Client Legal Team |
| Support containment and recovery of their applications |
Client Specialists |
Compliance and Audit
The client's leadership and legal teams decide which laws, regulations, and contractual requirements apply to the business, and bring Feedwire in to meet them. Feedwire advises, suggests requirements worth checking, and implements and supports the controls, evidence, and policies those requirements need. Feedwire does not decide which obligations apply to the client. Feedwire recommends CIS Controls Implementation Group 1 or 2 as a reasonable security posture for almost every business. That is a posture target, not a compliance determination.
| Responsibility |
Responsible Party |
| Provide technical evidence |
Feedwire |
| Enable audit logging |
Feedwire |
| Advise on technical compliance |
Feedwire |
| Draft technical answers to security questionnaires and cyber insurance applications, based on what is in place |
Feedwire |
| Review security logs and retain them for 90 days |
Feedwire (Secured) |
| Operate the GRC platform and continuous control monitoring |
Feedwire (Prepared) |
| Maintain evidence collection |
Feedwire (Prepared) |
| Coordinate with external auditors on technical controls |
Feedwire (Prepared) |
| Maintain the trust center |
Feedwire (Prepared) |
| Define compliance scope |
Client Leadership Team |
| Approve audit responses |
Client Leadership Team |
| Read and sign security questionnaire answers and cyber insurance applications before they are sent |
Client Leadership Team |
| Name the people a regulation requires the client to name, such as a qualified individual or a security officer |
Client Leadership Team |
| Ask Feedwire for the controls, evidence, and policies each requirement needs |
Client Leadership Team |
| Select and engage the auditor |
Client Leadership Team (Prepared) |
| Sign management assertions |
Client Leadership Team (Prepared) |
| Approve what the trust center publishes |
Client Leadership Team (Prepared) |
| Track training compliance |
Client HR and Operations Teams |
| Support operational audits |
Client HR and Operations Teams |
| Manage financial audits |
Client Finance Team |
| Budget for audit fees and certification renewals |
Client Finance Team (Prepared) |
| Share compliance calendar |
Client Legal Team |
| Identify which laws, regulations, and contractual requirements apply to the client, and tell Feedwire which ones it must meet |
Client Legal Team |
| Interpret legal requirements |
Client Legal Team |
| Ensure regulatory compliance |
Client Legal Team |
| Define the client's contractual obligations, such as insurance policies and client and vendor contracts, tell the IT and Operations teams what they require, and ensure the client's policies and plans support them |
Client Legal Team |
Security Training
| Responsibility |
Responsible Party |
| Deploy training platform |
Feedwire |
| Send phishing simulations |
Feedwire |
| Recommend training topics |
Feedwire |
| Mandate training requirements |
Client Leadership Team |
| Enforce completion |
Client HR and Operations Teams |
| Track certifications |
Client HR and Operations Teams |
| Onboard new employees into training |
Client HR and Operations Teams |
| Define compliance training needs |
Client Legal Team |
Vendor Management
| Responsibility |
Responsible Party |
| Assess technical security |
Feedwire |
| Review security attestations |
Feedwire |
| Advise on vendor selection |
Feedwire |
| Approve critical vendors |
Client Leadership Team |
| Share vendor strategy |
Client Leadership Team |
| Define business requirements |
Client HR and Operations Teams |
| Manage vendor relationships |
Client HR and Operations Teams |
| Manage contracts |
Client Finance Team |
| Track spending |
Client Finance Team |
| Maintain updated payment information. Unpaid accounts are suspended at 30 days, terminated at 60, and their data is permanently deleted at 90. |
Client Finance Team |
| Review agreements |
Client Legal Team |
Business Continuity
| Responsibility |
Responsible Party |
| Maintain DR capabilities |
Feedwire |
| Test continuity systems |
Feedwire |
| Advise on continuity planning |
Feedwire |
| Own BCDR strategy |
Client Leadership Team |
| Set recovery priorities |
Client Leadership Team |
| Include IT in planning |
Client Leadership Team |
| Define business priorities |
Client HR and Operations Teams |
| Coordinate alternate sites |
Client HR and Operations Teams |
| Maintain emergency contacts, naming individual people rather than group mailboxes |
Client HR and Operations Teams |
| Manage insurance policies |
Client Finance Team |
| Ensure continuity targets comply with obligations and regulations |
Client Legal Team |
| Restore and validate their applications during recovery |
Client Specialists |
Physical Security
A security firm that installs and supports cameras, doors, or gates is a Client Specialist, and the Specialized Systems split applies to its systems. Radios are out of scope unless they run on the client's network.
| Responsibility |
Responsible Party |
| Integrate access control systems that Feedwire installs |
Feedwire |
| Configure surveillance systems that Feedwire installs |
Feedwire |
| Configure electronic access controls for server rooms and technology spaces |
Feedwire |
| Approve security budgets |
Client Leadership Team |
| Manage facility security |
Client HR and Operations Teams |
| Coordinate guard services |
Client HR and Operations Teams |
| Manage visitor protocols |
Client HR and Operations Teams |
Privacy (GDPR, CCPA, etc.)
| Responsibility |
Responsible Party |
| Implement technical controls |
Feedwire |
| Support data subject requests |
Feedwire |
| Advise on privacy technology |
Feedwire |
| Approve privacy policies |
Client Leadership Team |
| Manage employee privacy |
Client HR and Operations Teams |
| Train staff on privacy |
Client HR and Operations Teams |
| Own privacy program |
Client Legal Team |
| Handle privacy and data subject requests |
Client Legal Team |
Risk Management
| Responsibility |
Responsible Party |
| Track known vulnerabilities and fix them, mainly through automated patching |
Feedwire |
| Provide risk metrics |
Feedwire |
| Recommend mitigations |
Feedwire |
| Participate in risk committees |
Feedwire |
| Scan internal and internet-facing systems for vulnerabilities on a schedule, and fix what the scans find |
Feedwire (Secured) |
| Coordinate penetration tests, brief our security partners before each test, and track remediation and cleanup |
Feedwire (Secured) |
| Define risk appetite |
Client Leadership Team |
| Accept residual risks |
Client Leadership Team |
| Include IT in risk planning |
Client Leadership Team |
| Tell Feedwire before any penetration test or security testing tool is used, including tests the client's own customers require, with scope and dates |
Client HR and Operations Teams |
| Assess personnel risks |
Client HR and Operations Teams |
| Assess operational risks |
Client HR and Operations Teams |
| Assess financial risks |
Client Finance Team |
| Maintain risk register |
Client Legal Team |
| Assess legal risks |
Client Legal Team |
Partnership Commitments
Client Commitments to Feedwire
-
Trust: We have seen and made many mistakes. Let's skip those now.
-
Authority: When we say something needs to happen, back us up.
-
Transparency: Share business plans quarterly and provide 30-day notice for major changes so we can prepare technology.
-
Patience: The first 90 days are rough. The next 90 years won't be. Our Terms define this period. We spend the first 30 days learning your environment and the next 60 stabilizing it, and full response objectives start on day 91.
-
Budget: Not blank checks, but reasonable investment in your business and enabling its people.
-
Lifecycle: Replace hardware before it turns 5 years old or stops being reasonably capable. License software at the appropriate tier (Business with SSO), on current versions. Swapping out equipment that meets these standards is part of your plan. Supporting obsolete equipment is billed separately, because a flat support fee can't stretch to cover the open-ended work that obsolete equipment demands.
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Risk Transfer: Carry the insurance our Terms and Conditions require (Section 13), including cyber insurance covering incidents, disasters, and disruptions. We reduce risk; we cannot eliminate it. Recovery is one of the material costs of an incident, and a cyber policy may cover it.
-
Planning Inclusion: Include Feedwire in annual planning, budget cycles, and monthly syncs.
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Channels: Send requests through a ticket, support@feedwire.com, or our main line, and emergencies to 911@feedwire.com. We do not monitor texts, chats, or personal phones.
Feedwire Commitments to Client
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Honesty: We'll tell you what you need to hear, not what you want to hear.
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Expertise: We've seen every IT disaster. You won't surprise us.
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Accountability: When we own it, we own it completely.
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Responsiveness: Your IT emergency is our IT emergency. Security analysts contain endpoint and identity threats around the clock. For other emergencies after hours, our objective is to call you back within one hour of escalation, and after-hours time is billed hourly.
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Results: Measurable improvement in security, efficiency, and reliability.
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Incentive Alignment: Your growth and success drive ours.
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Strategic Advisory: Technology roadmap development, risk identification, and innovation guidance.
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Compliance Support: Technical compliance advisory, and audit readiness on Prepared. We do not give legal advice or issue audit opinions.
Critical Boundaries
| Feedwire |
Client |
Shared |
| Technical implementation and configuration |
Business decisions and strategy |
Technology roadmap planning |
| Security controls and monitoring |
Risk acceptance and appetite |
Risk identification and assessment |
| Honest recommendations (even when uncomfortable) |
Final approval authority |
Trust and transparent communication |
| Incident technical response |
Breach declarations and notifications |
Crisis coordination and recovery |
| Compliance technical controls |
Legal compliance and determinations |
Compliance gap identification |
| Innovation recommendations |
Innovation adoption decisions |
Innovation impact assessment |
| 24/7 endpoint and identity breach containment |
Budget allocation and spending |
Budget planning and prioritization |
| Vendor technical vetting |
Vendor business decisions |
Vendor selection process |
| AI technical guardrails |
AI approval and accountability for output and actions |
AI risk assessment |
| Development platform security |
Code approval, releases, and accountability for the software |
Secure development standards |
| Infrastructure and security for specialized applications |
Application configuration, through its specialists |
Troubleshooting across the boundary |
Final Clarifications
- Strategic Partnership Success requires client transparency about business direction and challenges.
- AI governance is shared. Feedwire makes sure the company owns its AI accounts, blocks unapproved services, and discovers the tools in use, and Secured adds AI threat protection. The client decides which tools staff use and what goes into them, approves high-impact agent actions, and is accountable for what the tools produce and do. AI providers answer for their own services.
- Proactive vs Reactive: The more Feedwire knows about your business strategy, the more proactive our support becomes.
- Advisory ≠ Decision: Feedwire is opinionated and strongly advises, but client leadership retains all decision authority. A declined recommendation is an accepted risk. Remediation that follows from it is out of scope.
- Feedwire secures the infrastructure that hosts software and specialized applications. The client and its specialists own the applications.
This Operating Model forms part of our Terms and Conditions. Your Proposal and our Terms govern the services. Where they differ from this document, they control. Our Terms and Conditions call you the Customer. Terms such as Environment, Proposal, and Services carry the meanings defined there.
