Managed Service Agreement
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SERVICES
Agreement
This Service Agreement is between ROCIT CONSULTING & SERVICES, LLC, Inc., a Hawaii company (sometimes referred to as "we," "us," "our," "Provider," "ROCIT" OR "ROCIT CONSULTING & SERVICES, LLC"), and you (sometimes referred to as "you," "your," OR "Client"), as of the proposal signed date and pursuant to, subject to, and governed by the terms of the Master Services Agreement ("MSA").
Exceptions & Special considerations & Special Agreements
This page represents the default MSA for the Bronze, Silver, Gold & Platinum Bundles. Please refer to your Client specific MSA or contact us regarding limitations to special considerations & exceptions made to meet Client needs.
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RESPONSIBILITIES
ROCIT CONSULTING & SERVICES, LLC will provide Managed IT services based on the following:
Business Technology Strategy (BTS Meetings)
ROCIT will send a request to schedule a Business Technology Strategy (BTS) based on the schedule defined during onboarding (Semi-Annual or Annual). ROCIT will prepare a Strategy Overview report which includes an assessment & technology roadmap and attend a Business Technology Strategy (BTS) with the Client in person or via online meeting.
Network Management & Monitoring
Respective to the customer selected service plan, ROCIT will provide support, maintenance & monitoring in collaboration with related vendors for all IT infrastructure devices that meet minimum standards at covered network locations.
*** network devices where vendors do not allow access are not covered and must be monitored & supported by the vendor.
Helpdesk Support
ROCIT will provide a remote helpdesk respective to the selected Service Plan for all covered users, systems, and services.
Security Related Requests
Security-related requests include but are not limited to permissions changes; admin access & admin accounts are subject to evaluation and approval to ensure the integrity of related systems or services.
*** devices may become excluded from coverage if change tracking requirements cannot be met.
*** co-managed client ticketing and documentation add-ons may become required for change tracking.
On-Site Visits & Escalations
On-site visits are scheduled based on issue priority and business impact Monday to Friday from 8:00 am - 5:00 pm HST.
Non-Emergency Escalated Tickets are handled Monday to Friday from 8:00 am - 5:00 pm HST.
After Hours Alerts, On-Call & Emergency Support
ROCIT will provide remote helpdesk support respective to the selected Service Plan with the next available time slot during Business Days, where On-site support is required for non-Emergency issues.
Emergency issues are defined as Critical tickets with significant business interruptions, with no reasonable workaround for a client executive, division, or entire covered network location.
Emergency On-Site visits will be scheduled on approval and are billed at two times the standard rate.
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Monday thru Friday 6:00pm – 10:00pm HST
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Saturday & Sunday 10am - 3pm & 7pm - 10pm
If Emergency Support is declined or the Client is unreachable, the incident will be handled the next business day.
Security
ROCIT will install, monitor, update security software as defined in the proposal. The Client will provide access or authorize access with vendor approval to areas and locations when On-Site service is required.
Backups and Disaster Recovery
ROCIT will assess outage risks and install an appropriate backup and disaster recovery solution based on business continuity requirements from the Client. The backup device and cloud backup subscription costs vary based on storage capacity, specifications, and backup frequency and will be billed as a separate item.
Procurement
ROCIT will manage the procurement process, which includes research, ordering, selling, fulfilling, shipping, handling, warranty renewals with on-site delivery or direct shipping of hardware and software where possible.
Client Current Technology Report
Upon request, ROCIT will email a Technology Asset Report to the Client detailing covered servers, computers, and active users.
Documentation Portal
A documentation portal will be provided to the Client with access to processes, known issues, and relevant technical information.
Ticket Portal
A portal will be provided to the Client with the ability to see an entire ticket history.
Billing Portal
A portal will be provided to the Client to see the entire invoice history, update ACH /credit card information and pay invoices.
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REQUIREMENTS
The client acceptance of this agreement constitutes understanding and adherence with these requirements:
Point of Contact (POC)
The Client will identify staff members to be the point of contact (POC) for the following responsibilities:
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Account management discussions
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Scheduling and coordination
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Quote reviewing and approving
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Technical Contact
Business Technology Strategy (BTS) Meetings
The Client will attend a Business Technology Strategy (BTS) Meeting in person or through an online meeting a minimum of once per year.
Clean & Clear Communication
The Client will provide prompt and professional communication on required decisions and proposals. The Client is responsible for their internal communications and staff notifications once offered.
Minimum Supportable Technology Standards
All hardware and software on the Client's network must meet ROCIT's minimum supportable technology standards. ROCIT reserves the right to deny support for any hardware and software that does not meet minimum supportable standards and may request that hardware and software be upgraded or removed from the network. If the request to upgrade or remove unsupportable hardware and software is denied, all network outages or security remediations resulting from said hardware and software will be billed hourly. Exceptions can be made when a plan to meet requirements is developed and scheduled for execution.
New Hardware & Software Purchasing
Unless otherwise agreed, all hardware and software will be purchased through ROCIT CONSULTING & SERVICES, LLC.
Coverage on any new hardware from any sources will be offered, coverage on new equipment will be added as requested before or
Non-standard technology products may be purchased through vendors and sources outside of ROCIT. (Examples of non-standard technology products are large format printers, copiers, TVs, and line of business software.)
Primary Cloud Management
Unless otherwise agreed, The Client will allow ROCIT to be the primary manager responsible for administering, procuring, and managing all cloud network subscriptions and assets related to users on the network. (Example: Office 365, Azure, Amazon Web Services, Google Apps, Cloud DNS, etc.)
Backup & Disaster Recovery
Unless otherwise agreed, The Client shall subscribe to a backup & disaster recovery solution approved and maintained by ROCIT. The backup & disaster recovery solution shall have the adequate storage capacity to cover all data that the Client designates is required for backup.
Authorization
The Client authorizes ROCIT to communicate with, and open support calls with existing 3rd-party technology vendors where possible.
Access
The Client authorizes administrative access for ROCIT to all ROCIT managed resources and technology systems; if access cannot be granted for co-management due to a 3rd-party vendor agreement restrictions or support contracts, those systems will not be covered, and any support calls for such equipment, systems or services will be billed hourly.
Staff Onboarding Notification
The Client will provide ROCIT 3 business days' notice of new hire start dates using the Onboarding request ticket. Equipment purchases will be quoted and ordered once quotes are accepted and paid.
Staff Offboarding Notification
The Client will submit terminations using the Offboarding request via email or the Client Portal.
Warranties/Licenses/Support Contracts
Unless otherwise agreed, Active manufacturer warranties, licenses, and support contracts are required for all infrastructure, hardware, systems, services, and software to be supported.
If the Client has any infrastructure, hardware, systems, services, and software that does not have active warranties, licenses, and vendor support contracts, solutions to become compliant will be road mapped with the customer. In the event the Client decides not to move forward with the road map, ROCIT will not be held responsible for the infrastructure, hardware, systems, services, and software described in the road map will not be subject to SLA.
The Client may still be supported on support requests but only on a best effort basis without guaranteeing Success. Any time spent may be billed; ROCIT reserves the right to deny support.
Saving Files/Data Backup & Restoration
Files must be saved on a covered system, server, or approved cloud locations to be included in backup and disaster recovery coverage.
On-site Tasks
ROCIT may occasionally ask you to perform simple on-site tasks: (Examples: Powering down and rebooting computers, resetting cable/DSL modems, Fiber Converters, etc.). The Client agrees to cooperate with all reasonable requests.
*** "reasonable requests" may be altered due to COVID restrictions and to maintain social distancing.
Maintenance Windows
Unless otherwise agreed, daily maintenance windows will be from 6:00 pm to 6:00 am Client Local time. Routine server and application maintenance and upgrades will occur during maintenance windows, and some applications, systems, or devices may be unavailable or non-responsive during such times.
3rd Party Vendors
All work the Client or Third-party vendors perform on any systems and services must be done in collaboration with ROCIT to maintain the integrity & stability of the systems or services and maintain accurate documentation.
Service Plan Cancelations
The Client shall provide at least a 30 day Notice for cancelation of service.
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EXCLUSIONS
The following is not covered under Managed IT Services:
Professional Services
Changes or additions to the network are not covered and will be scoped and billed by the ROCIT Professional Services Team. Examples are, but are not limited to:
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Computer setups
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Computer user profile moves
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On-site computer installation
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Computer moves within the office
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On-site printer installation
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Server installations and major re-configurations
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Office relocations or new locations setups
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Structured cabling
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Software installations/upgrades
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Network infrastructure upgrades and replacements
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Active involvement in third-party vendors projects
Uncontrollable Outages
ROCIT is not responsible for failures to provide services that are caused by the existence of any of the following conditions during any period in which any of the following conditions exist:
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Hardware, Software, or Service Malfunction: There is a defect, malfunction, or incompatibility in any hardware or software that is outside of ROCIT control.
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Force Majeure or act of God: Any problems resulting from a Force Majeure Event or act of God.
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Shadow IT (Unapproved Vendor & Client Actions): Problems resulting from Vendor and Client actions where ROCIT was not involved or included, Vendor & Client inactions contrary to reasonable recommendations made by ROCIT. This consists of any technology modifications made by the Client's employees, vendors, subcontractors, or anyone other than ROCIT CONSULTING & SERVICES, LLC & Associated entities.
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System or Services not Adhering to Requirements: Technical problems resulting from Client's failure to comply with requirements of this agreement.
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Internet Connectivity Loss: Loss of internet connectivity at your location that is outside of ROCIT control.
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Outages Not Caused by ROCIT: If any work done without ROCIT collaboration, approval and knowledge cause an outage or a change to the system or service settings, all time spent to fix the systems or services is not included under standard support and may be billed at normal Professional Services hourly rates. (Example: ROCIT not notified of a system installation or re-configuration causing an outage and requiring emergency network restoration.)
Labor from Compromised Security of Equipment not in Standards
Labor to recover from major cyber security attacks that come through identified unsupportable and unpatched systems are not covered under standard support. (Example: Any Hardware, Software or Unpatched computers or computers where the OS or software exceeding vendor EOL dates on the network that hackers breach)
Aged, EOL, Custom Built Hardware or Software
ROCIT reserves the right to deny support.
ROCIT may make an exception to provide support upon customer agreement that includes but is not limited to;
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Support provided will be on a best effort basis & Success cannot be guaranteed.
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Any support provided will not be subject to any SLA agreements/adherence and is billed based on time spent.
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Support may be granted as a courtesy, and ROCIT will not be held liable for the typically unsupported systems or services in question.
Hardware, Software, Licensing, and Warranty Costs
Unless specifically detailed in a proposal, the cost of hardware, parts, equipment, warranty renewals, software, software licensing, software renewals, and shipping charges are not covered.
3rd Party Systems
Unless specifically included in the proposal, the following systems must have active maintenance and primary support contracts with third-party vendors. ROCIT CONSULTING & SERVICES, LLC may assist vendors in troubleshooting issues with the following devices if able, but no guarantee of support is included but not limited to the following:
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Network copiers
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Wide-format printers/plotters
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3D printers
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Phone systems
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Camera systems, Alarm systems, Access control systems
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Power generators
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Custom Applications & Devices
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Payment Processing & POS Devices
3rd Party Vendor or Manufacturer Support
The cost of any third-party vendor or manufacturer support, labor, project fees, warranties, or incident fees is the Client's responsibility and not covered under standard ROCIT support.
Training Services
Formal training services beyond simple how-to questions are not covered under standard support.
Digital Data Destruction, E-waste & Hardware Recycling
Hardware recycling compliant with environmental laws and professional physical hard drive destruction is not included and will be billed as needed.
Data Recovery Services
Third-party data recovery services are not included.
Software Audits
Time spent responding, researching, managing, and working through software audits by outside vendors is not covered under standard IT management.
Compliance Audits
If the audit is not performed by a ROCIT, an affiliate, or partner, any time spent responding, researching, managing, and working through a compliance audit by outside vendors or government agencies is not covered under standard IT management.
Email Discovery
Time spent on email discovery and assisting in searching for emails through archives.
After Hours or Holiday Non-Emergency Support Labor
Support requested outside of standard support hours/holidays and not classified as an emergency will be scheduled for the next available time slot during on-site service business hours or billed at two times the normal rate.