Terms of Service

Includes

• Identity Management
• Endpoint Management
• Backup Management
• Domain Management
• Network Management
• Back-end administration of all services
• Domain Management License (1 domain)
• Network Management License (1 location)
• Password Management SCIM Bridge
• Identity Management License
• Endpoint Management License
• Backup Management License

Excludes

No standalone exclusions. The terms of each included service listed above apply.

Includes

• Install and configure management tools on user machines
• Configure automated alerts on supported devices
• Set up and configure identity and access management, including federation with one email platform (Google or Microsoft)
• Bind workstations to user identities where supported
• Configure and enforce multi-factor authentication for all users
• Configure custom support portal
• Remote access to all machines for support (for end-users on request)
• Facilitate remote software patching (security and incremental OS only)
• Managed antivirus and malware protection
• Improved asset management, inventory, and documentation
• Remote lock and wipe (macOS only)
• Enforced workstation security policies (screen lock, encryption)
• Advanced logging of authentication events
• Advanced system workstation usage insights
• Administration of identity management platform

Excludes

• Incident response and service request
• Installation of major release OS software upgrades
• Third party application management and support
• Hardware failure, malfunction, or replacement
• Issues created by alteration or modification of equipment not authorized by Macktez
• Non-support related requests such as user training, job training, and application training
• Third party vendor or manufacturer support or incident fees
• Equipment costs needed to remediate and/or replace out-of-warranty equipment
• Spare or replacement parts and equipment, including cables, adapters, and power cords
• All shipping, courier, and logistics charges
• Fees and expenses associated with recovery of data
• The cost for and support of out-of-warranty, custom, or third party software applications
• Removal of viruses, malware, or ransomware that have infected computer systems
• Support performed outside of business hours
• Onsite support

Includes

• Provisioning of new user accounts
• Deprovisioning of old user accounts
• Advanced logging of authentication events
• Advanced system workstation usage insights
• Provide ongoing administration of JumpCloud system

Excludes

• Onsite support
• Hardware failure, malfunction, or replacement
• Issues created by unauthorized alterations or modifications of equipment
• Third party vendor or manufacturer support or incident fees
• Equipment costs for out-of-warranty equipment remediation/replacement
• Spare or replacement parts and equipment
• Shipping, courier, and logistics charges
• Data recovery fees and expenses
• Cost and support for out-of-warranty, custom, or third party software
• Removal of viruses, malware, or ransomware

Includes

• Install and configure agents on user machines to enable automatic data collection and reporting
• Configure automated alerts on supported devices
• Assign team to actively monitor and manage your fleet
• Configure processes for automated alerting data
• Remote access to all machines for support (for end-users on request)
• Facilitate remote software patching (security and incremental OS only)
• Managed antivirus and malware protection
• Improved asset management, inventory, and documentation
• Remote lock and wipe (macOS only)
• Security policy (screen lock, encryption)

Excludes

• Remote and onsite support for users
• Installation of major release OS software upgrades
• Special projects
• Third party application management and support
• Hardware failure, malfunction, or replacement
• Issues created by unauthorized alterations or modifications of equipment
• Non-support related requests such as user training or application training
• Third party vendor or manufacturer support or incident fees
• Equipment costs for out-of-warranty equipment remediation
• Spare or replacement parts and equipment
• Shipping, courier, and logistics charges
• Data recovery fees and expenses
• Support for out-of-warranty, custom, or third party software applications
• Removal of viruses, malware, or ransomware
• Support performed outside of business hours

Includes

• Install and configure a network monitor in the office to enable automatic data collection and reporting
• Initial configuration of the probe and back-end systems
• Configure automated alerts on supported network devices
• Configure WAN IP probes
• Assign team to actively monitor and manage your network
• Configure processes for automated alerting data
• Automatic monitoring of the health and utilization of network devices
• Automatic monitoring of the status of internet connections and uptime
• Historical connectivity logs to identify network behavior trends during troubleshooting
• Periodic manual verification of network health
• Periodic manual verification of automated alerts and device health
• Monitoring firmware versions on critical network devices

Excludes

• Onsite support (billable at client's hourly rate)
• Management of recurring downtime alerts from ISP beyond one per month
• Firmware updates for network devices
• Hardware failure, malfunction, or replacement
• Issues created by unauthorized alterations or modifications of equipment
• Third party vendor or manufacturer support or incident fees
• Shipping, courier, and logistics charges
• Equipment costs for out-of-warranty remediation or replacement
• Spare or replacement parts and equipment (cables, adapters, power cords, failed parts)

Includes

• Install and configure an agent to enable automatic data collection and reporting
• Configure automated alerts
• Assign team to actively monitor and manage
• Configure processes for automated alerting data
• Remote access for diagnostics and repairs
• Automatic monitoring of server uptime, including internet connectivity
• Advanced warning of drive failure alerts and other critical issues
• Remote software patching (security and incremental OS only)
• Basic backup management to a local or cloud destinations
• Periodic manual verification of automated alerts and device health

Excludes

• Installation of major release OS software upgrades
• Special projects
• Third party application management and support
• Hardware failure, malfunction, or replacement
• Issues created by unauthorized alterations or modifications of equipment
• Non-support related requests such as user training, job training, and application training
• Third party vendor or manufacturer support or incident fees
• Equipment costs needed to remediate and/or replace out-of-warranty equipment
• Spare or replacement parts and equipment, including cables, adapters, and power cords
• All shipping, courier, and logistics charges
• Fees and expenses associated with data recovery
• Cost for and support of out-of-warranty, custom, or third party software applications
• Removal of viruses, malware, or ransomware
• Onsite support

Includes

• Google Workspace or Microsoft Office 365 backups
• Automatic monitoring and periodic manual verification of backup integrity
• Initial configuration of back-end systems
• Configuration of automated alerts

Excludes

• Fees and expenses associated with recovery of data
• Hardware failure, malfunction, or replacement
• Third party vendor or manufacturer support or incident fees
• Equipment costs needed to remediate and/or replace any out-of-warranty equipment
• Spare or replacement parts and equipment, including cables, adapters, and power cords, and replacements for failed parts

Includes

• Set up registration migration to Hover
• Configure and prepare DNS management at AWS
• Set up SPF
• Set up DKIM
• Set up DMARC (1 domain)
• Management of domain registration renewals
• Ongoing DNS management or changes as needed, including coordination with in-house or external web developers
• Intermittent monitoring of email deliverability reports and adjustments to DMARC policy as needed

Excludes

• Additional domains
• Annual training (cybersecurity, password generation, compliance)
• Simulated phishing campaigns

Includes

• Unlimited subsequent campaigns managed by the client administrator.
• Access to online user security training resources.

Excludes

• Review of subsequent phishing campaigns by Macktez.
• Customization of policy templates.
• Recommendations for additional cybersecurity policies.
• Email configuration changes in response to service or provider changes.

Includes

• Incident response (break/fix)
• Technical expertise from all levels of the Macktez Team
• Onsite support when needed (what work must be performed onsite and what can be done remotely is at our discretion)
• A regular check-in meeting with your Technical Account Manager

Excludes

• Service requests (new scopes of work)
• After-hours incident response
• Research and troubleshooting (solution design) following incident resolution