This Managed Services Addendum (the "Addendum") is a part of and incorporated into the Master Service Agreement (“Agreement”) entered into between ACM COMPUTERS (“Provider”) and the party that executed the associated Order (“Client”). The date on which Client signed the Quote for Managed Services shall be the "Effective Date" of this Agreement.

Terms and Conditions

1. 1. SCOPE OF AGREEMENT:

   This Agreement serves as an Addendum to further describe the services, duties, and obligations of the parties as it relates to the “Managed Services” provided by the Provider. In the event of a conflict between the terms of this Addendum and those of the Agreement, the terms of this Addendum will prevail.

2. 2. TERM AND TERMINATION:

   The duration of this Addendum is one (1) year from the Effective Date (“Initial Term”). This Addendum automatically renews in perpetuity, and the Client agrees to the then current Agreement and Addendum for one (1) year periods, without executing a new Agreement or Addendum (“Renewal Term”).

   1. 2.1. The Provider may apply changes or additional terms, conditions, and provisions to this Addendum upon 30 days advance written notice to the Client containing the proposed addition or change. If the additions or changes are not objected to then they shall take effect at the end of the 30 days. Within the 30 days the Client may submit changes or objections to the proposed changes or additional terms. If the parties do not agree on the change or addition, then it shall not become part of the Addendum. All the terms, conditions and provisions of this Addendum will continue to apply during any renewal term. Both parties agree to negotiate in good faith rates to be mutually agreed under any renewed contractual service term to be effective at the end of the initial term.
   2. 2.2. The Client may terminate this Addendum with thirty (30) days’ written notice to the Provider stating the reason for terminating and providing the Provider the right to cure the concern within the thirty (30) day notice. The Provider may: (a) terminate services if the Client fails to pay any applicable fees due within thirty (30) days; and/or (b) terminate the Agreement or this Addendum if the Client commits any other breach of this Addendum. If this Addendum is terminated, the Client will promptly pay the Provider for Services rendered and through the remaining cure period of thirty (30) days, any and all hardware ordered for the Client, and expenses incurred through the termination date.

3. 3. TERMINATION BY PROVIDER:

   Failure of Client to comply with its obligations in this Agreement after written notice by MSP of the non-compliance and failure to correct the problem or acknowledge the problem and commitment to take corrective action in the future.

   1. 3.1. Upon giving notice to Client of default and the default is not cured within ten (10) business days of receipt of written notice from the Provider or for failure of the Client to pay for service or products at the time of ordering or within 30 days of billing. Failure of the Provider to require payment at the time provided shall not be construed as a waiver of the right to do so.
      1. 3.1.1. Any of the following which remains un-dismissed for a period of sixty (60) days: If the Client files protection under the federal bankruptcy laws, or any bankruptcy petition or petition for receiver is commenced by a third party against the Client.
      2. 3.1.2. Failure of the Client to comply with its obligations in this Agreement after written notice by the Provider of the non-compliance and failure to correct the problem or acknowledge the problem and commitment to take corrective action in the future.
   2. 3.2. If either party terminates the relationship of managed service provider and client or if the Client defaults, then the parties agree to work cooperatively to transfer the Client’s data and network information as directed by the Client to another service provider or to the Client. The Client will pay the cost of transfer which will include hourly charges of technicians to accomplish the transfer and any services maintained by the Provider containing Client data. The Client must designate a vendor to handle its email, backups and any other services provided by the Provider. The Client must establish an account for transfer of the backups and any other services within 30 days of notice of termination or default, or within 30 days of termination of this SLA. The Provider has no responsibility for backups, email or other services beyond 30 days following termination or default under this Agreement.
   3. 3.3. Backups: In the event of default or early termination or in the event the parties do not renew at the end of the term of this Agreement: The Client shall be responsible for transferring backups to a system administered by the Client or others on its behalf and for paying any costs of transferring and/or setting up backups off the system maintained by the Provider. If the Client does not provide for any transfer of backups, they shall be terminated within 30 days of the Notice of Termination or Notice of Default. The Client assumes all responsibility for its backups and the Provider has no responsibility to retain backups. In the event prior to the end of the 30 days, the client places its own backups on site or obtains its own cloud backups then it shall notify the Provider so its backups can be terminated.
   4. 3.4. Anti-virus: In the event of default or termination under any circumstances the Client agrees it will provide access for the Provider technicians to remove antivirus licenses and monitoring tools. The consequence of and failure to provide this access shall be that the Client shall continue to be responsible for 50% of the amount of the monthly Managed Services payment until access is allowed and the licenses and tools removed. Spam filtering will be terminated upon default or termination. The Client understands that it is entirely responsible to redirect all the Client’s MX records away from the spam filter system and redirect email to its server or it must provide the Provider access to its network information and equipment to take those steps. Upon termination of spam filtering services email will bounce if the Client has not taken these steps or requested and allowed the Provider to take those measures. The Client understands the above and accepts this responsibility and the consequences if it fails to cooperate or act; The Client acknowledges that upon termination of the spam filtering if these steps are not allowed or taken email will not be available and there is no recourse whatsoever to the Provider.
   5. 3.5. In the event of termination by either party, the Client is responsible for the full amount of all payments for services provided and products ordered.
   6. 3.6. In the event of termination of services for any reason by either party, upon written request by the Client the Provider will provide up to 60 days support to allow the Client to make a transition provided the Client pays all amounts then due and pays the fee for the additional 60 days in advance.

4. 4. PAYMENT AND DELIVERY:

   The Client will pay the Provider all recurring and non-recurring charges, fees, and taxes due upon receipt of an invoice specifying the amounts due ("Fees"). The Client will pay the recurring fees and expenses associated with their Managed Services plan on a monthly basis. Such amount may change due to increases in users, hardware, software, number of locations, and/or requests for additional services. If the Clients payment information is not accurate, current, and complete and the Client does not notify the Provider promptly when such information changes, the Provider may suspend or terminate Services. If the Provider fails to present a charge in a timely manner, such failure shall not constitute a waiver of the charges for the Fees to which it relates, and the Client shall pay such invoice in accordance with these payment terms. Unless the Client disputes an overcharge within 30 days of the original invoice or bill, the Client understands and agrees that Fees are considered accurate.

5. 5. NON-SOLICITATION OF EMPLOYEES:

   The Providers’ employees shall not seek employment with or be offered employment by the Client during the course of engagement and for a period of two (2) years thereafter (or the maximum amount permissible by a Court). The Client agrees that the Providers damages resulting from breach of this clause would be impracticable and that it would be extremely difficult for the Provider to ascertain the actual amount of damages. Therefore, in the event the Client violates this provision, the Client agrees to immediately pay the Provider 100% of the employee’s total annual salary, as liquidated damages and the Provider shall have the option to terminate this Addendum without further notice or liability to the Client.

6. 6. SERVICE-SPECIFIC DEFINITIONS

   1. 6.1. Managed Services: “Managed Services” is a set of automated services designed to monitor, alert, and/or remediate issues proactively. Using the Provider’s Remote, Monitoring and Management (RMM) software, unlimited support for these systems will be provided. This includes the installation of critical updates for Windows Operating Systems, Apple Operating Systems, and Microsoft Office. Automated support includes remediation for installed AV, failed services, drive clean-up (temp and unnecessary files), drive optimization, virus, malware, and spyware scans, defrags as well as hardware and software auditing. The Provider’s remote monitoring and management software will monitor all PC’s that are powered on 24/7 for critical errors. Critical errors will automatically create a Service Ticket in the Provider’s ticket management system to be addressed by a technician or the Provider’s automation Server which provides automatic response to resolve critical issues. Errors that occur during the maintenance window such as viruses found or machines that are unavailable will trigger a Service Ticket to be automatically created in the Provider’s ticket management system. All time billed by the Provider’s Automated Support software will be covered under the terms of this Addendum.
   2. 6.2. Support: “Support” is a remote, and on-site service that will provide maintenance and technical support for the existing, company owned, hardware and software as defined in this Addendum.
      1. 6.2.1. The Provider will provide support and troubleshooting for remote access solutions including VPN access, and remote desktop including remote access setup of off-site computers.
      2. 6.2.2. The Provider will make a best effort to resolve as many issues as possible remotely and will come On-Site in the event remote resolution is not possible.
      3. 6.2.3. Remote support of other staff home computers is included for VPN access to the network only, provided home computers have current Windows or Apple operating systems and the antivirus is updated regularly.
      4. 6.2.4. Support for WiFi connected devices will be “Best Effort” and, at the Providers sole discretion, may be billable at the Providers then hourly rate for service.
   3. 6.3 Special Projects: The Client agrees that “Special Projects” are outside the scope of “Support” and are billed separately. They include, but are not limited to, moves, additions, deletions, setting up additional offices, system changes expanding beyond what is currently in use on the network and software version upgrades. These will be billed separately at the Provider’s then hourly rate for service.
   4. 6.4. Response Time:
      1. 6.4.1. Response time is defined as the amount of time between when the Client first creates an incident request and when the Provider responds to that request by starting work on the ticket or starts the scheduling process with the Client.
      2. 6.4.2. Support Desk hours are Monday-Friday from 7:00am to 5:00pm PST – excluding national holidays.
      3. 6.4.3. The Provider reserves the right to allow the Providers NOC (Network Operations Center) to address all tickets initially. If the NOC cannot resolve a ticket, it will be escalated to a Provider Tier 3 technician. If the ticket is escalated to the Provider from the NOC, the Provider may, in its sole discretion, determine that an onsite visit is necessary.
      4. 6.4.4. The Provider in no way guarantees that response time is time to resolution of a Support issue.
      5. 6.4.5. The Provider will make every effort to offer necessary Support outside of regular Support hours. The Provider reserves the right to respond to any requests for Support made outside of the regular Support hours in a time- frame which the Provider deems appropriate after the start of the next regular business day.
      6. 6.4.6. Emergency Support (outside of regular Support hours) will be assessed at the rate of $200 per hour for remote Support and $300 for on-site Support.
      7. 6.4.7. Support requests may be communicated to the Provider via:
         1. 6.4.7.1. Email: servicedesk@acmit.net.
         2. 6.4.7.2. ACM Tray Icon on managed workstations.
         3. 6.4.7.3. Regular Support Desk Hours Phone: 805-650-6728 Opt. 2
         4. 6.4.7.4. After Hours and Emergency Phone: 800-460-9429
         5. 6.4.7.5. ACM Client Web Portal: https://acmit.net/client-portal/
      8. 6.4.8. The Provider is not responsible for Support requests which it fails to receive properly and does NOT guarantee that all such requests will be received. The Client is responsible for ensuring that the Provider has received and fully understands the Support request.
      9. 6.4.9. The Provider may perform Support for the Client from a remote location at their discretion.
      10. 6.4.10. The Provider does NOT warrant that Support will be error free or without incident which may cause interruptions to business functionality in the course of providing Support services.
   5. 6.5. Antivirus Software Monitoring & Protection: The Provider will install an antivirus software application at the inception of this Addendum as scheduled by the Provider. The Provider is released of any fault if the selected antivirus software application “malfunctions”. The Provider does NOT guarantee that the provided antivirus application can or will fully protect against all hardware infections or intrusions.
      1. 6.5.1. The Provider, in its sole discretion, has the Client’s consent to charge the Client to repair or correct any software or hardware failures or malfunctions not fully prevented by named antivirus application provided that the Provider discloses estimated costs of repair prior to beginning any repairs the Provider deems necessary.
      2. 6.5.2. The Client agrees that the Provider uses best practices and market assessments in recommending and implementing any and all software.
      3. 6.5.3. The Provider is released of any fault if or when antivirus software found to be superior to [currently utilized] antivirus software is released.
      4. 6.5.4. The Client agrees that the Provider uses best practices and, to the best of their ability, will research, recommend, and implement best practices antivirus software solutions as often as the Provider deems appropriate and in a calendar timeframe which the Provider deems appropriate.
   6. 6.6. Microsoft© Windows Updates:
      1. 6.6.1. The Provider shall be responsible for and has complete discretion on when Microsoft Windows updates are performed and to which systems they are applied.
      2. 6.6.2. This Addendum gives the Provider consent to perform Windows Updates without further acknowledgement or authorization unless otherwise stated in this Addendum and that related charges for performing these services may apply.
      3. 6.6.3. Servers or Workstations which have been powered down or otherwise disconnected from network access may need to be manually updated when they are made online. This may incur additional labor charges at the discretion of the Provider.
      4. 6.6.4. It is NOT the responsibility of the Provider to ensure that all computer equipment remains “online” and available for necessary security patches and updates at the time which the Provider implements them.
      5. 6.6.5. The Client agrees that any client-requested or instituted software updates which the Provider deems inappropriate or prior to the Providers recommendation or which cause harmful or undesirable effects are NOT the responsibility of the Provider.
      6. 6.6.6. The Client agrees that software updates are provided by the vendor, and that the Provider makes no other warranties, express or implied, and is not responsible for any issues resulting from such updates, including but not limited to loss of business, hardware, or software functionality, or data loss related to such updates.
      7. 6.6.7. The Provider, in its sole discretion, shall have the right to charge any additional fees deemed appropriate to reverse or resolve any adverse effects which inhibit server, workstation, or equipment functionality related to such updates.
   7. 6.7. Backups, Restores, and Disaster Recovery:
      1. 6.7.1. The Provider will install, configure, monitor, and support backup software on host devices that have a “Server OS” and that meet the “Managed Service Requirements” as outlined in Appendix A.
         1. 6.7.1.1. Physical server backups will include daily (Monday – Friday) image backups to a local NAS and to the cloud.
         2. 6.7.1.2. Virtual Machine (VM’s) backups will include daily (Monday – Friday) image backups, of the Virtual Machines, to a local NAS and to the cloud.
      2. 6.7.2. Retention Policies:
         1. 6.7.2.1. Monthly = 6 months.
         2. 6.7.2.2. Weekly = 4 weeks.
         3. 6.7.2.3. Daily = 7 days.
      3. 6.7.3. Backup Validation: Validation is a time-consuming process and could continue well into business hours, slowing down the network. For this reason, Validation is not enabled by default but only upon written request from the Client. NOTE: Only Disaster Recovery (DR) drills can verify a backup can be restored and contains the correct data.
      4. 6.7.4. File/Folder Restores: The Provider will restore individual files and folders from backups as needed.
      5. 6.7.5. Disaster Recovery (Full system restores): This Addendum does not include any “Disaster Recovery” planning, testing or restore services unless otherwise stipulated herein.
      6. 6.7.6. The Provider explicitly disclaims any liability due to data loss from hardware or software failures or third-party manufacturers or publishers.
      7. 6.7.7. Backup Storage: The Client understands and agrees that storage requirements can grow over time due to expanded retention policies and natural data growth. Upon reaching 80% of the cloud storage capacity, the Provider will automatically raise the capacity to the next tier and notify the client of the change in storage and billing.
   8. 6.8. Vendor Management: The Provider will coordinate and work directly with the Client’s vendors to facilitate Technical Service and Support as needed, provided we have been informed of such vendors in advance, have a letter of agency on file, and the Client has a support contract with the vendor that is in good standing. The Client understands that the Provider is not responsible for the time it takes for a vendor to respond to a support request or for the outcome of such requests.
   9. 6.9. Internet: The Client agrees to maintain a full-time, dedicated internet connection at all times. The Internet speed shall be 50 Mbps (download speed), or higher (where available).
      1. 6.9.1. The Provider has the right to bill for the additional time for remote or on-site work, which is inhibited by, or which causes excessive labor hours due to insufficient internet speeds.
      2. 6.9.2. The Client shall maintain at least (1) static IP address provided by their service provider for network configurations where the Provider deems it necessary for proper functionality. Failure to maintain at least (1) static IP which causes disruption in client network performance or Provider’s ability to properly support the client may result in termination of this Addendum without prior notice. This includes allowing internet service provider static IP monthly service dues to lapse – whether intentional or by negligence.
      3. 6.9.3. Clients with VOIP phone systems are required to have a minimum of a 10Mbps Upload connection (where available).
      4. 6.9.4. The Client understands, and agrees, that the Provider will support the Clients Local Area Network (LAN) only, and that issues beyond the firewall (internet speeds, websites, etc.) are not covered or supported by this Addendum. Support for issues beyond the firewall will be at the Providers sole discretion and will be billable at the Providers then hourly rate. For the fastest resolution to internet issues (no internet or slow speeds), the Client understands and agrees that the first call for support should be to their ISP.
   10. 6.10. Third-Party Software: The Client agrees to retain active (and in good standing) service contracts with business-critical software and cloud vendors, to the best of their ability.
       1. 6.10.1. If the Client has software particular to its business which is installed on its network, the Client is responsible for obtaining installation, training, updates, upgrades, configuration, and continuing technical support from the software provider and for application and user management. The Client agrees that the Providers technicians will assist with initial installation, as per the vendors instructions, and network troubleshooting, but they are not experts in these software applications and will rely on the software vendor to provide and implement software support, at the Client’s expense.
       2. 6.10.2. The Provider has the right to terminate this Addendum if failure to retain software and cloud service contracts causes disruption in the ability of the Provider to support the Client properly and fully in maintaining a “healthy” software functionality status.
       3. 6.10.3. The Provider is NOT a substitute for software or hardware vendor support agreements. It is NOT the responsibility of the Provider to maintain or renew any licensing or support agreements on behalf of the Client.
       4. 6.10.4. The Client agrees to any charges incurred by the software or hardware vendor deemed necessary by the Provider in the process of resolving issues related to the critical nature of “normal” business practices.
       5. 6.10.5. The Provider is not responsible or liable for incurred or outstanding charges by the software or hardware vendor.
   11. 6.11. Remote access: If or when the Client transitions to home or alternative networks, the Provider will make best effort to make connections and serviceability. However, home, or alternative networks may not have adequate internet connectivity and equipment to effectively work. The Provider is not responsible for inadequacies in those homes or alternative networks or to secure those connections. Home equipment will not be as secure and may not have the Provider’s software and security features. The Provider is not responsible for the security of the home or alternative networks. Support for a home or alternative network, unless otherwise included, is outside the scope of this Addendum and the Provider will charge its then hourly rate for service. The Provider will charge for additional software installed on home or alternative networks as needed.
   12. 6.12. Web/Email Services:
       1. 6.12.1. The Client agrees that the Provider does not set up or support Registrar, Web Hosting, Web Design, or Websites and will refer the Client to the Vendors Web Master or Web Developer for support.
       2. 6.12.2. Web Applications: The Client agrees that the Provider does not support web applications and will refer the Client to the Vendor or Cloud Provider for support.
       3. 6.12.3. The Provider will manage and provide Tier 1 support for domain-based (bob@clientdomain.com) business email from Microsoft Exchange Online and Google Workspace. Tier 1 support will be limited to end-user setup, connection, and MX Record setup. The Client agrees that support beyond Tier 1 will be addressed to the related Vendor. The Provider does not provide training, extended setup, or management of these services beyond the initial installation, client connection, and user creation. The Provider can only diagnose email issues on the Clients side.
       4. 6.12.4. SPAM/WEB Filters: Upon execution of this Addendum, the Provider will put in place an Enterprise level SPAM and WEB filter to protect email accounts and web browsing on supported systems. The Client understands and agrees that SPAM filters learn based on end-user input, over time, and that “false negatives” AND “false positives” are possible, and it is the responsibility of the Clients end-users to train the filter(s).
   13. 6.13. Administrator Privileges: Upon the effective date of this Addendum, the Provider will secure the Administrator account(s) with new, complex, passwords and 2FA and will provide those credentials to the Clients current Point-of-Contact (POC). The Provider will also remove any end-user that is a member of the Administrators Group or that has local Administrator privileges on their workstation. The Client agrees to keep the credentials secure and not to share them with any entity or to allow end-users full Administrator privileges on any system unless an “Informed Release of Liability” form is on file with the Provider.
   14. 6.14. Liability: The Provider shall not be liable to the Client or any of its affiliates for any damages, whether incidental, direct, indirect, special, consequential or punitive damages arising out of service or equipment provided hereunder, including but not limited to loss of profits or revenue, loss of use of equipment, lost data, or loss to person or property, costs of substitute equipment or other costs even if the Provider has been advised of the possibility of such damages. Regardless of the form of action, The Provider’s cumulative liability shall be only for loss or damage directly attributable to negligence of a Provider employee or contractor, for the cost of restoring the network to its condition prior to the negligence, but not to exceed thirty thousand dollars. If a collection action is initiated by either party or if the Provider must defend any action by the Client, the Provider is entitled to its reasonable attorney fees and expenses to be paid by the Client.

7. 7. DISCLAIMER OF IMPLIED WARRANTIES

   Implied Warranties are expressly dis-claimed by the Provider. A Provider contractor is a technician or contractor who operates on behalf of the Provider, is paid by the Provider, and has access to the Provider’s service ticket management system for making time entries and charges for their work. The Provider is not responsible for the acts of other technicians, contractors or consultants providing a service to the Client not under its control and direction. If the Client purchases equipment from the Provider, it understands and agrees that it will look to the manufacturer for all remedies and warranties and agrees that the Provider is not responsible for functioning of the equipment and has not made any express or implied warranties. The Provider shall not be liable for any claim or demand against the Client by any third party on account of errors or omissions performed hereunder.

8. 8. MISCELLANEOUS/OTHER PROVISIONS

   1. 8.1. Assignment: The Client may not assign this Addendum, or any rights granted in this Addendum to any third party, except with the prior written consent of the Provider. The Provider may assign this Agreement and any and all rights herein without consent of the Client.
   2. 8.2. No Waivers: Failure of the Provider to require performance by the other party under this Addendum will not affect the right of the Provider to require performance in the future. A waiver by the Provider of any breach of any term of this Agreement will not be construed as a waiver of any continuing or succeeding breach.
   3. 8.3. Force Majeure: Neither party shall be liable for any failure of or delay in performance of its obligations under this Agreement to the extent such failure or delay is due to circumstances beyond its reasonable control, including, without limitation, acts of God, acts of a public enemy, pandemics, fires, floods, wars, civil disturbances, sabotage, accidents, insurrections, terrorism, blockades, embargoes, storms, explosions, labor disputes (whether or not the employees' demands are reasonable and within the party's power to satisfy), acts of any governmental body, failure or delay of third parties or governmental bodies from whom approvals, authorizations, licenses, franchises or permits must be obtained, or inability to obtain labor, materials, equipment, or transportation or illness of the Provider’s technical staff (collectively referred to herein as "Force Majeure"). Each party shall use reasonable efforts to minimize the duration and consequences of any failure of or delay in performance resulting from a Force Majeure event. This provision does not apply to the payment of Fees.

Appendix A – Managed Service Requirements

PC’s, Servers, and network equipment including routers, switches, backup devices and media must be less than 5 years old or turning 5 years old in the first 11 months of the agreement. Servers must be replaced by clients upon reaching the age of 5 years. Replacement installation costs are billed outside the monthly service amount at the Provider’s then hourly rate. Servers must be covered by an active hardware warranty. The Provider will coordinate warranty diagnostics, repairs and return to service.

PC’s (laptops/desktops/Macs) in excess of 5 years in age that fail will need to be replaced by the client with a new machine or one that is less than 5 years in age. Work to restore or replace equipment older than 5 years will be billed as an additional charge.

1. 1. USERS

   1. 1.1. Every user that has access to the company network must have an Active Directory account with a unique username, unique complex password, and 2FA enabled.

2. 2. SERVERS

   1. 2.1. Genuine, licensed, and vendor supported “Server O.S.”.
   2. 2.2. Adequate CPU and RAM for business operational needs.
   3. 2.3. Adequate storage space for business operational needs.
   4. 2.4. Adequate UPS management, capacity, and run-time.
   5. 2.5. Minimum of one (1) Domain Controller.
   6. 2.6. Connected to a “Business Grade” APC (Uninterruptible Power Supply).

3. 3. WORKSTATIONS & LAPTOPS

   1. 3.1. Company owned.
   2. 3.2. Genuine, licensed, and vendor supported “Business O.S.” (Windows versions must be PRO or better).
   3. 3.3. Adequate storage space for user operational needs.
   4. 3.4. Domain joined.
   5. 3.5. Cat 5/6 network connected.

4. 4. CELL PHONES / TABLETS

   1. 4.1. Company owned.
   2. 4.2. Vendor supported hardware and O.S.

5. 5. PRINTERS / SCANNERS / PLOTTERS:

   1. 5.1. Vendor supported.
   2. 5.2. Cat 5/6 network connected.
   3. 5.3. Configured with a Static IP.

6. 6. NETWORK:

   1. 6.1. Cabling to a centralized location for all network devices.
   2. 6.2. Gigabit switch with enough ports for every device on the network.
   3. 6.3. Enough wall ports for every device on the network. No device should be “daisy chained” off another device that is on the network. WiFi connections are discouraged in a business environment.
   4. 6.4. All “Business-critical” network devices must be “Business” grade and vendor supported.

7. 7. WAN DEVICES:

   1. 7.1. Enterprise hardware firewall for all locations that is currently licensed, and vendor supported between the LAN and WAN.

8. 8. LAN DEVICES:

   1. 8.1. SNMP capable.
   2. 8.2. Controller-based wireless router for use with more than 3 Access Points.
   3. 8.3. Managed Gigabit switches.
   4. 8.4. All wireless data traffic must be securely encrypted.

9. 9. INTERNET:

   1. 9.1. Adequate bandwidth to meet operational needs.
   2. 9.2. Redundant circuits if using mission critical hosted/cloud services.

10. 10. SOFTWARE:

    1. 10.1. Must be genuine, licensed, vendor supported and if a “Business Critical” application, must have an active support contract.
    2. 10.2. Email: Minimum Microsoft Exchange Online or Google’s Gmail for Business. Free or non-business emails are not supported under this addendum.

11. 11. BACKUPS:

    Adequate local Network Attached Storage (NAS) and cloud storage must be available to accommodate minimum backups and retention policies.

12. 12. DISASTER RECOVERY:

    The environment must have adequate resources readily available to implement systems recovery testing without having to compromise production services.

13. 13. PASSWORDS:

    1. 13.1. Unique password (never used anywhere else)
    2. 13.2. 10 - 64 characters.
    3. 13.3. Passphrases are encouraged.
    4. 13.4. Must contain a mixture of upper/lowercase letters, numbers, and special characters.
    5. 13.5. Two Factor Authentication enabled.
    6. 13.6. The use of a Password Manager to store passwords.

At the time of initiating service for the Client, the Provider will evaluate the Client’s network and determine whether all Managed Services Requirements are in place and if not in place will install the required services. Charges for bringing the network into compliance with the requirements will be billed as incurred as additional services