Common use of Managed Services Clause in Contracts

Managed Services. If we have agreed to provide you with Managed Services, then the following terms apply. If your provider of Managed Services is a Partner of ours then these are our default terms, however you may agree alternative arrangements with them. ● You authorize us to install any remote management tools as we deem necessary for the purpose of managing our Products and Services. ● You authorize our access to your environment for the purpose of managing our Products and Services. ● Where the supply of a Product or Service requires functionality from your IT infrastructure, you are responsible for ensuring that that functionality is present. ● If you request onsite support and we believe we are capable of completing required support tasks remotely, we will treat the request as chargeable. ● The Managed Services Table set out below shows the matters and actions that are in and out of the scope of our Managed Services. ● We make no warranty on the integrity of software released by Third Party vendors, including but not limited to patches, hotfixes, updates and device drivers. As such, we are not liable for any damages caused by the application, automated or otherwise, of this software as part of our Managed Service. Any remedial work to resolve issues caused by the application of vendor released software is out of scope of Managed Services. ● We make no warranty on the effectiveness of security, anti-virus and anti-malware products or services. Any remedial works for issues caused by security, virus or malware infections that were not captured by the said measures are considered out of scope of Managed Services. Where we provide you with internet security, whilst we do so with due care no system, product or service can claim to be completely secure. ● Where we or a Third Party vendor has stipulated a Hardware and/or software compatibility list or configuration, you must adhere to these guidelines. Any work arising from non-compliance with these guidelines will be considered out of scope of Managed Services. ● Other than Bundled Hardware, we are not required to provide support for Hardware or software which is no longer supported by the relevant vendor (End of Life). Where we become aware that Hardware or software has reached, or is imminently approaching End of Life, we will use commercially reasonable efforts to notify you, however, we are not liable for any failure to do so. ● Included hours of Managed Services will be specified in your Order. In Scope Out of Scope (Chargeable) Monitoring of agreed Product performance parameters Critical Incident management Remote assistance with deployment, and configuration Recommendation on set up Management of warranty claims Onsite support Network and infrastructure management and support Hardware management - servers, network infrastructure and connected devices