Service Agreements - Summary

This page contains the general service agreements for our various services. By subscribing to, and using the services you agree to them.

Anti-Virus Software

Clients subscribing to Anti-Virus are provided with the software to protect their system for a monthly or annual subscription. The software will monitor your system for malicious behavior and attempt to stop or prevent the infection.

What’s Included:

  • The software license to run the software on a workstation or server.

    • One license required per device/workstation/server.

  • Centralized monitoring to allow updates of Anti-Virus signatures and alerts

    • Alerts of potential threats will be displayed on the computer as well as our management console

What’s Not Included:

  • Virus remediation – if your system falls victim to a virus, labour to resolve is an additional charge.

  • Installation/Configuration – the installation process is a flat fee to install and configure the software for your computer and specific environment

Your Responsibility:

  • While we monitor the software, there are cases where your software gives an alert that is prevented from reaching us. Please contact us for any assistance.

  • Practice safe computing and don’t click unknown or suspicious email links; run unknown or downloaded software without scanning first.

Notes:

  • Subscription is required to be paid via credit card, automatically on a monthly or annual basis

  • Subscription Auto-Renews, To cancel, please let us know before the renewal date.

  • Anti-Virus is a defense layer - not a silver bullet. Just like a door lock will prevent most thieves, antivirus will prevent most incidents. However, depending on the virus or malware, it is possible. For a small percentage of attacks to succeed. Please practice good data backup strategy.

  • Malware infections are still potentially possible; eg. if the operating user visits a malicious website with a very new virus or runs unknown software on their computer. Please practice good data security.


Data Backup Services

Clients subscribing to Backup Services are provided with the software or hardware appliances to protect documents and files on their system for a monthly or annual subscription. The software will monitor your system to backup changes as made to specific file types.

If you have the Complete Care service, your backups may be included and tested.

What’s Included:

  • The software license to run the software on a workstation or server.

    • One license required per device/workstation/server.

  • Centralized monitoring to allow monitoring of the file backup software

  • Assistance in File Recovery from the backup on a best effort basis.

    • We recommend that you perform monthly backup checks to verify that the files can be restored properly

What’s Not Included:

  • Internet charges for overages if the data set is larger than your data cap limit

  • Backup recovery testing to validate the files. The software will check that the files have transferred however we recommend regular testing of various files to ensure that the backups are recoverable.

  • Liability for lost files not backed up, excluded from the backup, excluded file types (please confirm all files needed to be backed up)

  • Liability for software non-performance/failure. We source, test and resell best-of-breed products from 3rd parties to deliver the service. While we monitor this to provide an additional layer of convenience for your subscription we can’t and don’t accept liability for the software failing to operate.

Your Responsibility:

  • Work with us during the initial setup to identify the files of value on your computer that need to be backed up.

  • Ensure that the computer has internet access to perform the backups properly and complete them to the server

  • Ensure that your internet connection is capable of transferring backups.

    • Eg. If your system has 1.3 TB of photos, however your internet connection is capped at 500GB, the initial backup will consume your limit.

Note:

  • CAUTION: File backups only backup specific files to protect against document loss. Please check with your technical professional to ensure your critical data is protected.

  • Subscription is required to be paid via credit card, automatically on a monthly or annual basis

  • Subscription Auto-Renews, To cancel, please let us know before the renewal date.


Disaster Continuity Services

Clients subscribing to Disaster Continuity Services will be utilization the latest in Backup and Recovery hardware appliances to protect their system for a monthly or annual subscription.

This product will take regular snapshots of your servers (and/or) workstations to allow a complete recovery of the server in under an hour.

If you have the Complete Care service, your Disaster Continuity appliance may be included, monitored and tested on a regular basis.

What’s Included:

  • The hardware appliance that connects to your network and digitally images the servers or workstations

  • The software license to run the software on a workstation or server.

    • Licensing depends on the coverage required

  • Centralized monitoring to allow monitoring of devices to ensure they are correctly imaging the servers

  • Daily automated quick-recovery tests to verify the server is operational

  • Quarterly Recovery Scenarios to confirm the server is recovered

  • Assistance in Recovery from the backup on a best effort basis to provide access to the data (however excludes remediation of the incident that caused your server to be unavailable.)

What’s Not Included:

  • Internet charges for overages if the data set is larger than your data cap limit

  • Initial setup within your environment to cover the selected devices

  • Online virtualization costs – in the event of a disaster, we can virtualize the server image into a real server using online services – the cost of these services is not included

  • Disaster Replacement Appliance – in the event of a full building/facility loss, a replacement appliance can be provided at cost

  • Liability for lost files not backed up, excluded from the backup, excluded file types (please confirm all files needed to be backed up)

  • Liability for appliance or software non-performance/failure. We source, test and resell best-of-breed products from 3rd parties to deliver the service. While we monitor this to provide an additional layer of convenience for your subscription we can’t and don’t accept liability for the appliance failing to operate.

Your Responsibility:

  • Work with us during the initial setup to identify the servers and workstations that need to be protected

  • Ensure that the Disaster Recovery Appliance has internet access to perform the service properly and connect them to the server(s)

  • Ensure that your internet connection is capable of transferring backups at a reliable speed and data cap.

    • Eg. If your system has 1.3 TB of photos, however your internet connection is capped at 500GB, the initial backup will consume your limit.

  • Allow us access to your data closet/server room location to perform the installation and occasional service

Note:

  • Subscription is required to be paid via credit card, automatically on a monthly or annual basis

  • Subscriptions are 3year service contracts

  • Disaster Recovery Appliances are warrantied for 3 years

  • Disaster Recovery Appliances are designed/implemented for anticipated data size and growth. Additional growth outside of this may require upgrading the appliance storage and offsite storage to the next tier to accommodate this.

  • Subscription Auto-Renews, To cancel, please let us know before the renewal date.


Office365 Software

Clients subscribing to Office365 are provided with access to the Microsoft Office365 services, depending on which tier you have subscribed to.

  • Exchange Only – Email services

  • Office365 Essentials – Email services and online collaboration (OnDrive, Sharepoint)

  • Office365 Business Premium - Email services and online collaboration (OnDrive, Sharepoint), Office Software (Word, Excel, Powerpoint, Outlook +more), Mobile Apps (Word, Excel, Powerpoint, Outlook +more)

  • Office365 Business - Office Software (Word, Excel, Powerpoint, Outlook +more)

What’s Included:

  • The software license to run the software on a workstation or server.

  • One license required per person wishing to use the services

What’s Not Included:

  • Migration services to relocate your current email provider to the Office365 eco system

  • Support in using the services provided by Microsoft (unless your organization subscribes to our Complete Care service)

Your Responsibility:

  • This is a service provided by a third party; you will need to agree to their terms and conditions

Notes:

  • Subscription is required to be paid via credit card, automatically on a monthly or annual basis

  • Subscription Auto-Renews, To cancel, please let us know before the renewal date.