Terms and Conditions - Managed Services

1. See the Master Service Agreement (MSA) for additional Terms & Conditions governing this Agreement.
2. Sixty (60) days before completion of the contract period, Client shall provide the termination notice. . If Client chooses to not terminate the Agreement, Client will automatically enter into one (1) year agreement with additional 5% market adjusted price increase. Client may terminate this agreement with advance written notice of at least sixty (60) days.
3. An additional monthly service fee will be applied when the total number of assets under this managed service agreement exceeds the number indicated in this Agreement.
4. It is recommended that all data storage devices and networking equipment have an active warranty (i.e. servers, workstations, access points, routers, switches, firewalls, etc).
5. Requests for support which directly or indirectly involve out-of-warranty hardware will be subject to Best Effort*. After reasonable attempts to remediate the issue(s), it will be considered out-of-scope and billable.
6. Please reference Hourly Rates for Out-of-Scope Billable Services.

* Best Effort means a technician will spend up to 1 hour attempting to resolve the issue(s). Once the 1-hour limit has been reached, further support will be considered Out-of-Scope and billable.

6. Services considered “In-Scope” for Remote/Onsite Support include but are not limited to **:

Level 1 Services:

Windows general help and “how-to” support

1. Mac OSX general help and “how-to” support
2. Google apps and web app help
3. Internet connectivity troubleshooting
4. Restore connectivity to network devices and servers
5. Backup file restore following guidelines established by the Client
6. PC/Mac productivity application installation and usage help
7. Tablet, mobile device general help
8. Error message troubleshooting (OS or application)
9. Suspected virus detection/virus removal
10. Slow computer troubleshooting
11. Email client troubleshooting
12. Email client basic configuration
13. Local printer/scanner usage help
14. Web browser help
15. Network Interface Card help
16. Restart server-side services
17. Password resets and service resets
18. Deleting/disabling user accounts

Level 2 Services:

1. Email server support including:
2. Add/disable users
3. Troubleshoot errors (no server configuration or installations)

iii. Add/remove users to distribution lists

1. Create distribution lists in email portals (e.g. Office 365, Gmail)
2. Support for network printers and scanners (no server configuration or installations)
3. Add/enable/disable user accounts on a domain
4. Resolve remote access issues including VPN
5. Resolve blue screen issues or issues needing Safe Mode troubleshooting
6. Resolve HDD and/or Driver issues
7. Server/network device reboots
8. Network device management and configuration

Third-Party Portal Services:

1. Portal support including:
   1. Add/disable users
   2. User password resets
   3. Configure standard dashboards and notifications
   4. Facilitation of support cases with vendor
   5. Administrator for portal (requires RSI administrator access)
2. Licensing for third-party portal services are billed as a one-time non-recurring fee at the beginning of the engagement and are non-refundable
3. Customization to standard dashboards and notifications are out of scope and require additional hours, as a change order, to complete

** All contracted support labor is measured in blocks or buckets:

• Block [Network Security & On Site Support]
  • A bundle of hours purchased upfront and rolled over from month-to-month for the duration of the Agreement. Once exhausted, another block must be purchased.
  • The minimum block size is twenty-one (21) hours.

• Bucket [Remote Support]
  • A bundle of hours based on user count and agreement level that expire at the end of each month and are included in the monthly agreement fee. 
  • A percentage of labor overrun / underrun is allowed based on contract type:
        (no additional charge or refund for additional or unused hours
    • [10% for Premium]

Digital Safeguard Service Level Agreements (SLA) Based on Support Contract Type:*

Support Activity	Premium (16 hour cycle)
Issue Response	2.0 Business Hours
Issue Plan	4.0 Business Hours
Issue Resolution	10.0 Business Hours

*All tickets are prioritized according to Urgency & Impact (i.e. Critical Urgency / High Impact, etc.)

Remote Support Service Level Agreements (SLA) Based on Support Contract Type:*

Support Activity	Premium (12 hour cycle)
Issue Response	1.0 Business Hours
Issue Plan	2.0 Business Hours
Issue Resolution	9.0 Business Hours

*All tickets are prioritized according to Urgency & Impact (i.e. Critical Urgency / High Impact, etc.)

Third-Party Portal Service Level Agreements (SLA) Varies by Third-Party Vendor Portal Type:*

Support Activity	Premium (12 hour cycle)
Issue Response	1.0 Business Day
Issue Plan	2.0 Business Days
Issue Resolution	3.0 Business Days

* Each Third-Party Portal Vendor will have their own Service Level Agreements (SLA). The provided SLA is a conservative best effort given the values with the current Third-Party Portal Vendor SLAs as of October 15, 2023. Each Third-Party Portal Vendor’s Service Level Agreement (SLA) will prevail when different.

7. Contracts may be resized on a quarterly basis according to the following guidelines:

• If the number of Bucket hours used exceeds or falls short of the percentage allowance for three (3) consecutive months, then RSI Security and Client agree to negotiate and resize the contract to account for actual hours usage. 
• This could result in a larger or smaller contract amount moving forward.
• All contract changes apply to future service / invoices and are not retro-active.
• Contract resizing does not apply to licensing for third-party portal services which are billed as a one-time non-recurring fee at the beginning of the engagement and are non-refundable

8. Services considered “Out-of-Scope” for Remote/Onsite Support include but are not limited to: 
9. Devices that do not have an active RMM license and installation
10. Providing passwords (but will assist Client in resetting passwords)
11. Support for operating system registry issues or BIOS flash issues
12. Support for spreadsheet macros or complex formulas
13. Accounting software and ‘mission critical’ data or apps **
14. CRM tool issues, ISP outages, Programming language help
15. Phone system support
16. Proprietary applications
17. Supporting any pre-release or beta versions of software
18. Building, rebuilding or programming databases
19. Support for issues that are the responsibility of the ISP (unless vendor notification/management has been separately contracted)
20. Support for any end of life products that are no longer supported by the vendor

Above Out-of-Scope Services are subject to Hourly Rates for Out-of-Scope Billable Services if Agreement.