Managed Services Agreement

Coverage

Remote Helpdesk and Vendor Management of Client’s IT networks will be provided to the Client by Service Provider through remote means between the hours of 8:00 a.m. and 6:00 p.m. (MT) Monday through Friday, excluding public holidays. Network Monitoring Services will be provided 24 hours a day, 7 days a week and 365 days a year. 

Suitability of Existing Environment

Minimum Standards Required for Services
 

6.01.  In order for Client’s existing environment to qualify for Service Provider’s Managed Services, the following requirements must be met:

 a)        All Servers with Microsoft Windows Operating Systems must be running Windows 2012 R2 Server or later;

b)        All Desktop PC’s and Notebooks/Laptops with Microsoft Windows Operating Systems must be running the Professional or Enterprise editions of Windows 10 or later;

c)        All Software must be Genuine, Licensed and Vendor-Supported;

d)        The environment must have a currently licensed, Vendor-Supported Server-based Backup Solution that can be monitored, and send notifications on job failures and successes;

e)        The environment must have a currently licensed, Vendor-Supported Hardware Firewall between the Internal Network and the Internet;

f)        All Wireless data traffic in the environment must be securely encrypted; 

g)        All PCs must be joined to a Microsoft Windows domain;

h)        No computer hardware is older than ten (10) years of age.

Excluded Services

7.01.  The following services are not rendered under this Agreement:

 a)        Parts, equipment or software not covered by vendor/manufacturer warranty or support;

b)        The cost of any parts, equipment, or shipping charges of any kind;

c)        The cost of any Software, Licensing, or Software Renewal or Upgrade Fees of any kind, unless otherwise specified in Appendix D;

d)        The cost of any 3rd Party Vendor or Manufacturer Support or Incident Fees of any kind;

e)        The cost to bring Client’s environment up to Minimum Standards required for Services;

f)        Failure due to acts of God, forces of nature, building modifications, power failures, war, terrorism or other adverse environmental conditions or factors; 

g)        Service and repair made necessary by the alteration or modification of equipment other than that authorized by Service Provider, including alterations, software installations or modifications of equipment made by Client’s employees or anyone other than Service Provider;

h)        Programming (modification of software code) and program (software) maintenance unless as specified in Appendix D;

i)         Website development or maintenance of any kind;

j)        Training services of any kind;

k)        Support in any manner for computers using the Linux/Unix Operating Systems or any flavor therein;

l)        Support in any manner for Novell Servers or related Novell Server software;

m)        Support for computer/software issues well outside the bounds of normal business practices;

n)        Support for dot matrix or impact printers;

o)        Any software greater than ten (10) years old, unless specifically included in Appendix D;

p)        Server hardware not manufactured by IBM, Dell or HP;

q)        Mac Server;

r)        Microsoft Windows Server Update Services (WSUS);

s)        Circumventing software licensing laws;

t)        Data recovery, excluding data restoration from backup.

u)        Computer equipment not owned by Client.

v)        Chrome Book: Any service outside of normal day to day support that cannot be solved using remote access.

Updated 3-2021