Client Guide
The Client Manual
AlignLayerNine
Your comprehensive guide to getting the most from your IT partnership
Access Portal
About This Document
This guide is designed to help you and your team get the most out of working with AlignLayerNine. It covers how to reach us, what to expect, and how our support process works. Whether you're a new user just getting started or a long-time client looking for a quick reference, you'll find everything you need right here.
This document is updated from time to time as our services evolve and expand. New copies will always be available in the client portal upon request, ensuring you have access to the most current information about our processes and contact methods.

Important: This document is for informational purposes only and does not modify or supersede our Master Services Agreement. For contractual terms and legal details, please visit https://alignlayernine.com/legal/msa
What you'll find inside:
  • Contact methods and support channels
  • Service descriptions and capabilities
  • Team structure and responsibilities
  • Processes for common requests
  • Billing and account information
A Quick Note From AlignLayerNine
Welcome!
Our team is excited to be working with you.
Here at AlignLayerNine, we love technology—and we love helping people use it effectively. Our mission is simple: to help you and your team work smarter, stay secure, and focus on what matters most to your organization. We believe that technology should empower your business, not complicate it.
We've put together this short guide to give you everything you need to know about working with us. It's designed to be a quick read that you can reference whenever you need help. Take a few minutes to read through it so that when you need assistance, you'll know exactly how to reach us and what to expect.
We're looking forward to working with you and being a trusted partner in your technology journey. Whether you have a simple question or need help with a complex project, we're here to support you every step of the way.
What Can We Help With?
We're not just computer people. We're your complete technology partner, equipped to handle most technology-related needs for your organization. From day-to-day support to strategic planning, we've got you covered.
Cloud Services
  • Microsoft 365 / Entra ID / Azure
  • Google Workspace / Google Cloud
  • Cloud Hosting (AWS)
Security
  • Cybersecurity Solutions
  • Security Awareness Training
  • Penetration Testing
Infrastructure
  • Internet & Private Data Connections
  • VoIP / Telephone Systems
  • DNS / Domain Hosting
Hardware & Software
Complete procurement and licensing management for all your technology needs
Strategic Services
IT consulting, strategic planning, disaster recovery, and business continuity
Project Management
Expert planning and execution for migrations, deployments, and major initiatives

Looking for something not on this list? Reach out to your Technology Alignment Manager (TAM) and we'll point you in the right direction or connect you with a trusted partner who can help.
How to Get Support
The most important thing to know: how do I get help when I need it? We offer multiple ways to reach us, so you can use whichever method is most convenient for you at the moment.
Portal (Recommended)
Visit https://aln.support — no password required! The portal lets you submit and track tickets, chat with our team in real-time, access billing information, and view resources and documentation all in one place.
Email
Send an email to ops@aln.support. This automatically creates a ticket in our system and you'll receive immediate confirmation that we've received your request.
Phone
Call us at +1 (800) So-Simple (800-767-4675). We offer live phone support 24/7/365. If you have an urgent issue, always call and let the agent know it's an emergency.
Microsoft Teams
Use the ALN Support app in Microsoft Teams to submit tickets and chat with our team directly. If you don't see the app in your Teams environment, ask your IT contact to request it or submit a ticket and we'll get it set up.
Slack
Use the ALN Support app in Slack. Like Teams, if you don't see it in your workspace, let us know and we'll install it for you.
SMS / Text Message
Text us at +1 (847) 999-4870 or +1 (239) 307-2477
(SMS is available for US numbers only at this time)
Tips for Getting Fast Support
01
Use the official channels
Our systems are built to route and prioritize requests that come through the portal, email, phone, SMS, Teams, or Slack. If you email someone directly or call a personal cell phone, it may slow things down because those requests aren't automatically tracked in our system.
02
Ask for "Support" when you call
Your CORE team works together as a unit. Asking for a specific person may result in a delay if they're busy helping another client. Asking for "Support" routes your call to the whole team, so the first available engineer can help you right away.
03
For emergencies, always call
If something is urgent—like your whole office is down or a critical system is offline—pick up the phone and call us immediately. Tell the agent it's an emergency so we can prioritize your issue and get the right resources engaged.

Pro Tip: The more details you can provide upfront, the faster we can resolve your issue. Include error messages, screenshots, and a description of what you were doing when the problem occurred. This applies even when interacting with our AI agents—they're not the basic chatbots you might encounter with your internet service provider. Our AI agents are far more advanced and use the context of what you tell them to ensure we get to resolution quickly.
How Our Support Team Works
The CORE Connection
At the center of our IT operations is your CORE Team (Client Oriented Responsive Engineering). This is a dedicated group of engineers assigned specifically to your organization who know your environment, your systems, and your business inside and out.
Your CORE Team is the hub that coordinates across all of our specialized divisions to provide you with comprehensive IT support:
Technology Assistance Center (TAC)
Your IT support hub when your CORE Team is unavailable. TAC provides expert assistance and resolves technical issues around the clock to keep your technology running smoothly.
Security Operations Center (SOC)
The frontline defense of your IT infrastructure. The SOC actively monitors and analyzes your network for security threats 24/7 to keep your business protected from evolving cyber threats.
Network Operations Center (NOC)
The central point for managing, monitoring, and maintaining your network systems to ensure high availability, optimal performance, and minimal downtime.
Technology Alignment Manager (TAM)
Your strategic guide who ensures your technology is aligned with your business goals. Your TAM is your primary contact for strategic planning, budgeting, and long-term IT decisions.
This integrated approach means you always have access to the right expertise at the right time. Whether it's a simple password reset or a complex security incident, our team structure ensures you get the support you need efficiently and effectively.
How We Prioritize Requests
To ensure critical issues get immediate attention and resources are allocated effectively, we categorize all requests by priority. Understanding these levels helps you know what to expect when you submit a request.
Critical
Entire organization unable to work
Examples: Main server is offline and all users are affected • Core network infrastructure has failed • Critical line-of-business application is completely down for all users
Response: Immediate attention - PLEASE CALL
High
Department or critical function impacted
Examples: Internet connection is down but users can work locally • Executive's computer has stopped working • Main accounting or ERP system is down
Response: Within 1 hour during Business Hours
Normal
Individual user or non-critical system affected
Examples: A user's computer won't start • A printer isn't working (but alternatives are available) • Connectivity issues for a single user
Response: Within 4 hours during Business Hours
Low
Requests that don't stop work
Examples: New user setup • Software installation request • Printing is slower than normal • Non-urgent changes or enhancements
Response: Within 8 hours during Business Hours
Scheduled / Proactive
Planned work and maintenance
Examples: Add / Edit / Delete user requests • New computer setup • Background maintenance • Planned upgrades
Response: Scheduled based on availability

Critical Issues: Always Call
If you're experiencing a system outage or critical issue that's preventing work, always pick up the phone and call us at +1 (800) 767-4675. Don't rely on email or the portal alone—calling ensures your issue gets immediate attention and is expedited to the right team. Tell the agent it's a critical emergency so we can mobilize resources immediately.
Business Hours
What this means for you:
  • Support is always available. You can submit tickets, call, text, or chat any time—24/7/365. Our TAC, NOC, and SOC operate around the clock.
  • Your CORE Team works during Business Hours. Requests that require your CORE Team's specific knowledge of your environment are handled during Business Hours.
Your CORE Team operates during Business Hours, defined as 9:00 AM to 5:00 PM in the time zone of your organization's primary United States location.
Requests That Need Approval
Some requests require sign-off from your organization's designated IT contacts before we can proceed. This helps protect your organization and ensures proper authorization for changes that affect security, access, or resources.
Common examples include:
  • New user accounts or account changes
  • Software installations
  • Access to shared folders, drives, or systems
  • Permission or security group changes
  • Hardware orders
When you submit one of these requests, it's automatically routed to your designated IT contacts for approval. Approvals are processed during US Business Hours, so you may see a brief delay if you submit a request outside those hours. Don't worry—we'll keep you updated on the status and move forward as soon as we receive approval.

For global teams: If your organization has locations outside the US, end users at those locations can still submit tickets and receive support at any time. However, requests requiring approval or CORE Team involvement will be processed during US Business Hours. We work to accommodate global operations while maintaining security and proper change management procedures.
How to Escalate an Issue
We work hard to exceed expectations every single day, but we know we're not perfect. If you feel an issue isn't being handled well or quickly enough, here's exactly how to escalate:
Step 1: Request Escalation
Call +1 (800) So-Simple and ask for a ticket escalation. This immediately alerts the CORE Team leadership and gets focused attention on your issue. The team will review the situation and assign additional resources if needed.
Step 2: Contact Your TAM
If you're still not satisfied with the response or progress, reach out to your Technology Alignment Manager. Your TAM's contact information is available in the portal or from your organization's IT contacts. They'll personally review the situation and ensure it gets resolved.
Step 3: Contact Leadership
If the situation requires further attention or you believe it hasn't been resolved appropriately, contact AlignLayerNine leadership directly. Your TAM or the support team can provide the appropriate contact information for executive escalation.
Satisfaction Surveys
We collect satisfaction surveys on every ticket to ensure we're meeting your expectations. Any negative response triggers an immediate ticket review and escalation during Business Hours. This isn't an SLO escalation—it's a thorough review by your account manager and internal leadership to understand what went wrong and how we can improve. Please don't hesitate to mark a ticket accordingly if you feel it needs review. Your honest feedback helps us serve you better.

Important: Please make sure your request has been submitted through our standard process (portal, email, phone, SMS, Teams, or Slack) before escalating. Requests made only via personal email or phone calls may not be tracked in our system, which can delay resolution.
What You'll See on Your Computer
You may notice some new icons in your system tray (the small icons near your clock on Windows, or in your menu bar on Mac). These are tools we use to keep your systems secure, up to date, and running smoothly.
Portal Quick Access
A quick link to our support portal where you can submit tickets, check ticket status, and access resources. Click this icon anytime you need help to instantly open the support portal in your browser.
Application Security
This keeps your system secure by controlling which applications can run. If something is blocked that you need for work, simply click "Request Permission" and we'll review it promptly with the appropriate approval process.
Remote Support & Patching
This allows our technicians to keep your computer updated with the latest security patches and provides remote support capabilities. You'll see notifications when updates are installed, chat messages from technicians, and alerts when someone connects to help you.
Web Content Filtering
This protects you from malicious websites, phishing attempts, and other online threats. If a site you need for work is blocked, click the button to request access and we'll review it with the appropriate approval.
What to Expect
  • Reboot notifications: When security updates are installed, you'll be prompted to restart. Please reboot as soon as practical to complete important security updates.
  • Chat messages: Technicians may send you a message instead of calling to speed things up and avoid interrupting your work.
  • Connection notifications: You'll see a clear message when a technician connects to or disconnects from your computer for remote support.
Application & Website Requests
Program Blocked?
If you try to install software or run a program and it's blocked, you'll see a notification with details. Click "Request Permission" to notify us automatically. We'll review the application for security concerns and, with appropriate approval from your IT contacts, add it to your allowed list quickly.

Why we do this: Application whitelisting is a critical security control that prevents unauthorized or malicious software from running on your system. It's one of the most effective defenses against malware and ransomware attacks.
Website Blocked?
If you try to access a website and it's blocked, you'll see a notification page with the option to request access. Click the button to submit a request and we'll review it with your organization's policies in mind.

Why we do this: Web filtering helps protect against phishing, malware distribution sites, and other online threats. It also helps ensure compliance with your organization's acceptable use policies.
In most cases, legitimate business tools and websites are approved quickly—often within an hour during business hours. Our goal is to keep you secure without slowing down your work.
Personnel Changes
Adding or removing employees? Please give us advance notice so we can properly prepare equipment, accounts, and access. This helps ensure a smooth transition for everyone involved.
Adding Someone New
When you're bringing on a new team member, let us know the following details:
  • Is this a new position or replacing someone who left?
  • What equipment do they need (laptop, desktop, phone, accessories)?
  • What software or system access do they require?
  • Their contact information (full name, email, phone)
  • Their anticipated start date
  • What department or team they'll be joining

Timing Tip: For your first employee onboarding with us, please give us at least 5 business days notice. This allows us to understand your specific setup needs. After that initial onboarding, 72 hours notice is ideal for smooth preparation.
Removing Someone
We understand that employee terminations are sensitive situations. We'll keep it confidential—just give us a call if you prefer to discuss by phone rather than email. Our standard process is to suspend accounts immediately upon termination and work with you on data retention according to your company policy.
Important considerations:
  • When we remove a user account, associated data may also be removed depending on system configuration
  • We'll work with you to back up any data that needs to be preserved before the account is deleted
  • We can provide access to the former employee's email and files to designated managers
  • Equipment return procedures can be coordinated as needed

Authorization Required: Only designated Admin IT Contacts can authorize user additions and removals. This security measure helps prevent unauthorized changes to your environment.
Ordering Hardware or Software
Need new equipment or software? Whether it's a replacement laptop, additional licenses, or a complete office buildout, we've got you covered with competitive pricing and expert guidance.
Small Orders
For individual laptops, accessories, or software licenses, email sales@aln.co or call +1 (800) So-Simple and we'll send you a detailed quote.
Large Orders
For office moves, major deployments, or significant infrastructure projects, contact your TAM to align the order with your overall IT plan and budget.
How the Process Works
01
Request a Quote
We aim to return quotes within 4 business hours. We'll provide detailed specifications, pricing, and availability information.
02
Review & Approve
We use a web-based quoting system. You'll receive a link to view and approve quotes online with electronic signature.
03
Order & Invoice
Orders are invoiced when processed, with payment due according to your account terms. We'll keep you updated on shipping and delivery.
Out of Stock Items
We select in-stock items whenever possible, but inventory moves quickly in today's supply chain. If something goes out of stock after your quote is generated, we'll notify you immediately and offer alternatives or hold your place for the next shipment.
Leasing Options
We offer flexible leasing options through our trusted partners if you prefer to spread costs over time or preserve capital. Leasing can also simplify equipment refreshes and provide tax advantages. Ask your TAM for details and current rates.
Security
Security vs. Usability
In technology, there's always a balance between security and ease of use. The most secure option would be to not use technology at all—but that's not practical in today's business environment. We work hard to make your environment as secure as possible while keeping things usable and efficient for your team.
Sometimes security measures create a bit of friction (like multi-factor authentication prompts or application approval processes), but these protections are essential in today's threat landscape where cyberattacks are increasingly sophisticated and common.
Multi-Factor Authentication (MFA)
We require MFA for all users accessing company systems. We know it adds an extra step to logging in, but it blocks the overwhelming majority of common attacks—even when passwords are compromised. We use it ourselves on every system, and it's now considered a baseline security requirement across industries.
Human vs. Service Accounts
We require all users to log in with accounts using their real names. This significantly improves security tracking, logging, and audit capabilities, making it much easier to identify and respond to security incidents.
If you need shared mailboxes or team accounts for specific business purposes (like info@yourcompany.com), we set those up separately as "service accounts" or "shared mailboxes." This approach also often saves on licensing costs since these accounts don't require full user licenses.
Security Awareness Training
All users are required to complete annual cybersecurity training. Training is delivered via email and completion is tracked in our system. This helps everyone recognize phishing attempts, social engineering tactics, and other common threats.
Human error is involved in over 80% of security breaches, so educated users are one of your best defenses. The training is engaging, practical, and typically takes less than 30 minutes to complete.
Technology Planning
We Can Help Find Solutions
One of our core strengths is helping organizations like yours use technology to solve real business problems. Whether you're struggling with inefficient processes, looking to scale operations, or exploring new capabilities, there's a good chance we can help.
Talk to your TAM about your challenges and goals. We've worked with hundreds of organizations across diverse industries and have likely seen similar situations before. We can share what's worked well for others and help you avoid common pitfalls.
Quarterly Business Reviews
We schedule regular technology reviews with your leadership team to discuss your environment, upcoming needs, budgets, and recommendations. These sessions are an opportunity to step back from day-to-day operations and focus on strategic alignment.
Your TAM will coordinate these meetings and prepare materials in advance. We'll review system health, discuss any concerns, present recommendations for improvements, and help you plan for future technology investments.
Strategic Alignment
Ensuring your technology supports your business goals
Performance Review
Analyzing system health and service metrics
Budget Planning
Forecasting costs and planning investments
Innovation
Exploring new technologies and opportunities
Billing Questions
Our invoicing can be complex—we often roll up many services, count users across multiple systems, and handle tax jurisdictions across multiple locations. Most of our accounting is automated to ensure accuracy, but if something looks off or you have questions, please don't hesitate to reach out.
We want our billing to be transparent and easy to understand. If anything on an invoice is unclear, we're happy to walk you through it line by line.
Questions about an invoice?
Email billing@aln.co with your question or concern. Include the invoice number for fastest response.
View invoices and payment history
Log into the portal at aln.support (designated accounting contacts only). You can download current and past invoices anytime.
Set up or modify auto-pay
Email billing@aln.co to set up automatic payment via ACH or credit card. This ensures you never miss a payment and simplifies your accounting processes.
Tax exemptions
Submit exemption certificates to billing@aln.co before invoice processing. We'll apply exemptions to future invoices once documentation is verified.
Partnership
We see ourselves as a partner and part of your team—not just a vendor.
This distinction is important to us. Vendors simply provide services and move on. Partners invest in understanding your business, care about your success, and work proactively to help you achieve your goals.
We celebrate your wins, and we learn from challenges together. When you grow, we grow. When you face obstacles, we face them with you.
If anything comes up that doesn't meet your expectations, or if there's something we could do better, please reach out to your TAM or contact us directly. We genuinely want to know so we can make it right.
Your feedback—both positive and constructive—helps us improve and ensures we're delivering the value you deserve. We're committed to continuous improvement and to being the kind of partner you can rely on for the long term.
Quick Reference
Keep these contacts handy for when you need them. Bookmark this page or save our numbers in your phone for quick access.
AlignLayerNine
4851 Tamiami Trl N
Suite 200H
Naples, FL 34103
+1 (800) So-Simple
Stay Updated
Technology evolves, and so do our processes and services. We're constantly improving how we serve you and adding new capabilities to help your organization succeed.

This document is updated periodically to reflect our latest processes, contact information, and service offerings. For the latest version, please visit the client portal or request an updated copy from your Technology Alignment Manager.
Thank you for choosing AlignLayerNine as your technology partner. We're honored to work with you and excited about what we'll accomplish together.