Managed Services Details

Bundle descriptions:

For Cloud Complete clients:

For you as a Client, your purchase includes:

· No labor fee for "Remote Support" and "Remote and on-site computer help", defined below

· Travel rate is limited to $100 fee per trip

· Service Level Expectations of 1-hour remote, next-day on-site response times

· Labor to restore from backups, and to investigate or remediate cyber security events is $100/hour

· Option to buy "Datto Endpoint Backup for PCs" for $25/PC/month

Your Cloud Complete "per user" purchase includes Microsoft 365 Business Premium licenses and support, defined below in Individual Service Descriptions.

Your Cloud Complete "per computer" purchase includes our provided software, and/or your purchased Microsoft 365 services, and labor to:

· Monitor and alert for potential hardware or operating system software problems

· Install and monitor antivirus software

· Backup select user files as supported by OneDrive and Sharepoint folders

· Provision and set up new computers

· Install new software

· Computer disk encryption

· Mobile Device Management

· Remote erase company data from personal devices

· Automatically patch and update common third-party applications

· Restrict Global and Local Admin rights to improve security of devices and data

Individual service descriptions:

"Backblaze Computer Backup"

Select files from internal and external storage devices are securely copied off-site from your computer to the Backblaze cloud for backup storage. Backups are retained for up to 12 months. We include labor to install the application, plus ongoing monitoring and troubleshooting of the services as needed.

Data from mapped network drives and Third-Party cloud storage providers are NOT backed up. Not all applications are compatible. Testing of restores from backups can provide some indication of compatibility. Labor for restores, be it testing or recovering from actual data loss, is billable.

Client must ensure computers are turned on, storage devices are attached, and provide sufficient Internet connectivity for backups to succeed and remain current.

"Datto Endpoint Backup for PCs"

A full system "image" of your computer and its data on fixed, internal storage drives are securely copied off-site to the Datto cloud for backup storage. Backups are retained for up to 12 months. We include labor to install the application, plus ongoing monitoring and troubleshooting of the services as needed.

Data from removable storage such as USB drives, mapped network drives, and Third-Party cloud storage providers are NOT backed up. Not all applications are compatible. Testing of restores from backups can provide some indication of compatibility. Labor for restores, be it testing or recovering from actual data loss, is billable.

Client must ensure computers are turned on and provide sufficient Internet connectivity for backups to succeed and remain current.

"Cellular Internet Connections"

Provider provides cellular Internet service by using services from cellular carriers. Service is provided without any guarantee of data speeds, latency, or availability. If cellular carriers terminates services with Provider, then Provider is no longer able to provide services and Client is no longer obligated to pay for this service.

"Computer Full Drive Encryption"

Defined as labor to turn on BitLocker features as is available in Windows Professional operating systems, to store decryption keys for access in emergencies, and to periodically ensure BitLocker has remained enabled on Fixed Operating System Drive in Client computer. Client is responsible for operating system licensing costs to upgrade to Windows Professional.

"Domain Name Services"

Your purchase includes annual registration for an Internet domain name costing us up to $50 per year, and our labor to configure and maintain domain name system (DNS) records associated with your domain name. Client agrees to pay any additional costs associated with acquiring a domain name they don't already own or have control over. Customer may elect to keep registration and/or name servers with their own preferred providers. Any labor spent working with customer's preferred provider is billable.

"Managed Compliance"

Includes labor to assist with computer and network configuration to meet compliance requirements on Order, and provide documentation to the evidence thereof. Provider makes no guarantee into providing Client with interpretation of rules and requirements as an outside auditor might make.

"Managed Firewalls", "Managed Switches", and/or "Managed Wi-Fi Access Points"

Includes labor related to maintaining configuration, logging (if possible and appropriate), and monitoring of network equipment listed on Order to be included in the Managed Service, including routers, firewalls, switches, Wi-Fi access points, and other equipment used to move, monitor, or intentionally affect Ethernet traffic on Client's local area network. Leased equipment remains property of Provider and may be upgraded or replaced from time to time as Provider deems necessary.

"Managed Firewall"

Shall also consist of working with Client's Internet service provider to maintain proper configuration of Internet equipment at Client's office, whether owned by Client or Client's ISP. Provider will provide all service related to these products.

"Managed Power Protection"

Includes labor and regular replacement of batteries for Uninterruptable Power Supply (UPS) units. UPS units are leased and owned by Provider unless otherwise noted. Provider makes no guarantee or warranty to the effectiveness of any UPS unit to protect against damages to equipment or to provide power for any particular length of time.

"Managed Servers" or "Server Support"

Shall consist of all labor related to maintaining Client's server operating system, any programs included in the operating system, backup software, virus scanning software, hard disk defragmentation software, and line of business (LOB) applications to the discretion of Provider. Client must have active support agreements for LOB applications.

"Managed Surveillance Cameras"

Shall consist of all labor related to maintaining configuration, logging (if possible and appropriate), and monitoring of camera recording server. Leased equipment remains property of Provider and may be upgraded or replaced as Provider deems necessary. Provider makes no guarantee or warranty for any missed recordings or to guarantee retention of recordings for any particular length of time. It is responsibility of Client to review their own requirements and notify Provider.

Microsoft 365 licenses:

We are reselling to you user licenses for Microsoft 365 Business software and services at MSRP. From time to time, Microsoft may add or remove products and features to the licensed products. See your Order, or most recent invoice or sales receipt for the specific licenses you are buying. Microsoft sets the pricing for these products, and it might change at any time without prior notice to you. Microsoft DOES NOT ALLOW early termination or cancellation of licenses. You MUST pay for these licenses throughout your ENTIRE commitment term.

Microsoft 365 support:

Your purchase includes our labor for adds, moves, and changes of users in your Microsoft 365 tenant. The "tenant" is your cloud services, users, and data. We also include up to 12 months of backups of data for user data for the Exchange, OneDrive, SharePoint, and Teams services. Data and backups for specific users will be deleted when you request for that user's license to be removed or the user to become unassigned a required license, or when you request that we delete a user entirely. For customers with at least 10 users, we also include a Third-Party monitoring service to help improve security of your tenant. Labor to migrate data INTO your tenant is not included and will be billed separately. Custom programming and configuration of your tenant and services, including but not limited to security configurations, Intune, Conditional Access, MDM settings, and more, is not included and is billable.

"Remote User Access"

Shall be defined as the software and labor necessary to provide named person of Client to remotely access Client computers as available and provided by Third-Party Software.

"Remote Computer Support" or "Remote and Onsite Computer Help"

Shall consist of all labor related to maintaining the computer operating system, any programs included in the operating system, Microsoft Office products, virus scanning software, support for USB attached printers or other directly connected peripherals, and line of business (LOB) applications. Client must have active support agreements for LOB applications.

"Veeam Backup Server"

A full system "image" of your computer and its data on fixed, internal storage drives are securely copied to the Veeam Backup and Recovery server for storage. Backups are retained for up to 30 days. We include labor to install the application, plus ongoing monitoring and troubleshooting of the services as needed.

Data from Client computers and servers using removable storage such as USB drives, mapped network drives, and cloud storage providers are NOT backed up. Not all applications are compatible. Testing of restores from backups can provide some indication of compatibility. Labor for restores, be it testing or recovering from actual data loss, is billable.

Customer must ensure computers are turned on for backups to succeed and remain current. Backup data stored in the Veeam server is NOT transferred off-site and therefore not protected against loss or damage to the Veeam server.