Schedule of Services

Darke Cloud Solutions, LLC
Effective Date: October 7, 2025

This Schedule of Services is incorporated into and made part of the Master Services Agreement (MSA), together with any applicable Service Attachments, the Data Processing Agreement (DPA), and the Schedule of Third-Party Services. In the event of any conflict, the Order shall control, followed by the MSA, then applicable Service Attachments, then this Schedule.

All services are provided using commercially reasonable efforts and are subject to the disclaimers and limitations contained in the MSA, including provisions regarding backups, security, third-party services, compliance, and liability.

Regarding service requests for troubleshooting and technical support: Provider will prioritize servicing tickets at our discretion based upon what we believe to be Client business impact.

 1. Cloud Complete Bundle

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

2. Individual Services

The following individual services may be purchased separately or included in bundles, as listed on the Order:

"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.

"Desktop Computer Lease"

Provider will lease a desktop-class computer to Client. Includes remote and onsite labor to repair or replace faulty hardware. Provider will determine actual hardware put into service and how often it should be replaced/upgraded.

"Domain Name Services"

Client authorizes us to transfer their domain name, or register a new domain name, into our IT systems for management. Provider will pay the annual registration fees on Client's behalf. Annual registration fees over $50 will be billed to the Client, including costs to purchase a name from another seller. Provider supplies labor to configure DNS records for apps and services using DNS, and capture a backup of DNS records associated with your domain name. Client may elect to keep their domain name with their preferred registrant and/or name servers, in which case 1) Provider will cease billing Client for this service, 2) Provider is no longer responsible nor liable for these services, and 3) Provider will instead bill Client for labor to work on Client's behalf with their preferred provider for these services.

"FusionHub Cloud Server"

Includes cloud server infrastructure and our labor to assist with FusionHub network configuration and its services.

"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 for PCs", and/or "Desktop PC UPS Lease and Onsite Support"

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" or "Managed NVR"

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.

M365 User Licenses:

We are reselling to you User Licenses for Microsoft 365 Business software products. Microsoft may add or remove apps and features to the products at any time without notice to you. Refer to your Sales Order, invoices, or sales receipts for the specific licenses you are buying. Microsoft sets our cost and MSRP for these products, and it might change at any time without prior notice to you. If you choose to take advantage of their Annual Commitment discounts, note that Microsoft DOES NOT ALLOW early termination or cancellation of licenses. You MUST pay for these licenses throughout your ENTIRE commitment term.

"M365 Backup, Security, and Account Management" or "Microsoft 365 User Support"

Your purchase includes our labor for adds, moves, and changes of users in your Microsoft 365 tenant. The "tenant" is your 365 cloud software, 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 reassigned, or when you request that we delete that user entirely. For Clients with Microsoft 365 Exchange app features, we also include a Third-Party monitoring service to help improve security of your tenant. Labor to migrate users and data INTO your tenant is billable. Custom programming and configuration of your tenant and services, including but not limited to security configurations, Intune, Conditional Access, MDM settings, and more, is billable.

"Remote Computer Access"

Provider shall supply or resell Third-Party Software to Client, and provide labor necessary to support named persons of Client to remotely access Client computers over a network.

"Remote Help Desk Support" or "Remote and Onsite Help Desk Support"

Computers must have a minimum capacity of 128GB of storage. No new computers will be onboarded with Provider if they have less than this amount. Client is responsible for costs to upgrade or replace computers that do not meet this storage requirement.

Provider shall provide 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, during regular Standard Hours. After Hours, Holidays, and Travel Rates may still apply. See your Sales Order. Troubleshooting System systemwide stalls or freezes, Stop Errors or Bug Checks (commonly known as the Blue Screen of Death), or other issues that might or might not be fixed by an operating system reinstall or replacement computer parts are NOT maintenance and are billable.

"Slide Hardware" and "Slide Subscription"

A full system "image" of your computer or server, and its data on fixed, internal storage drives, are copied to the Slide backup hardware, and then off-site to the Slide cloud, for storage. Backup snapshots are retained for up to 1-year.

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 with Slide. Testing of restores from backups can provide some indication of compatibility. Periodic "fire drill" restore testing is available upon Client request and is billable labor.

Customer must ensure computers are powered on and network connected for backups to succeed and remain current. Customer is responsible for ensuring the size of their backed up data remains low enough and suitable to fit on the Slide backup hardware storage.

"UniFi Protect Server Lease and Onsite Support"

Provider shall lease equipment to Client, and provide necessary remote and/or onsite labor to configure, troubleshoot, and maintain UniFi Protect NVR equipment. Also includes labor to configure UniFi Protect Cameras. Client is responsible for purchasing and mounting their own cameras.

3. General Provisions

• Third-Party Services: Many offerings (including Microsoft 365, Datto, Backblaze, Slide, etc.) are governed by the applicable vendor agreements. All such services are listed in the Schedule of Third-Party Services, which is incorporated by reference. Provider is not responsible for the acts or omissions of any third-party service provider.
• Backups & Data Responsibility: Client is solely responsible for verifying that backups complete successfully and that restored data is usable. Provider’s role is limited to installation, monitoring, and reasonable troubleshooting.
• Cybersecurity & Malicious Events: Provider will use commercially reasonable efforts to configure and support security tools but does not guarantee protection from malware, ransomware, or third-party criminal activity. Remediation is provided at the hourly rates set forth in the Order.
• Compliance Disclaimer: Provider does not provide legal or regulatory advice and makes no guarantee that services will ensure compliance with any law, regulation, or standard.

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