Gigabit Systems' Managed Services are intended to provide ongoing monitoring, maintenance, administration, and support of covered technology systems.
Examples of covered services may include:
- End-user technical support
- Microsoft 365 administration and support
- Workstation troubleshooting
- Network troubleshooting
- Server administration
- Firewall administration
- Security monitoring
- Backup monitoring
- Patch management
- User onboarding and offboarding
- Vendor coordination and communication
- General technology consulting and support
All services are provided on a reasonable-efforts basis and are subject to the limitations described below.
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Gigabit Systems may provide reasonable troubleshooting assistance for third-party business applications, including but not limited to accounting software, ERP systems, CRM platforms, legal software, healthcare software, warehouse management systems, and other line-of-business applications.
Such assistance may include:
- Connectivity troubleshooting
- User access issues
- Configuration review
- Vendor coordination
- General troubleshooting
Gigabit Systems does not warrant, guarantee, or assume responsibility for the functionality, design, data integrity, performance, supportability, or recoverability of any third-party software application.
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The following services are excluded from standard Managed Services and may be billed separately at Gigabit Systems' then-current rates:
- Data recovery services
- Corrupted database repair
- Database reconstruction
- Application-level data repair
- QuickBooks data recovery or repair
- SQL database repair
- Exchange database repair
- SharePoint recovery
- Forensic investigations
- Cybersecurity incident response
- Ransomware recovery
- Disaster recovery operations
- Business continuity restoration efforts
- Large-scale migrations
- Cloud migrations
- Server migrations
- Office relocations
- Cabling projects
- Compliance consulting
- Penetration testing
- Software development
- Software customization
- Application implementation projects
- Third-party software consulting
- Vendor-specific consulting services
The foregoing list is illustrative and not exhaustive.
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Emergency Response Services include situations in which business operations are materially impaired, data is inaccessible, systems are unavailable, or immediate intervention is required to prevent substantial business interruption, financial loss, regulatory exposure, or data loss.
Examples include but are not limited to:
- Critical application failures
- Database corruption
- Data recovery efforts
- Ransomware incidents
- Server failures
- Cloud service outages
- Disaster recovery events
- Major cybersecurity incidents
Emergency Response Services are not included within standard Managed Services and may be billed separately.
Where Gigabit Systems reasonably determines that immediate action is necessary to protect a client's operations, data, or systems, Gigabit Systems may begin remediation efforts before a formal quote, statement of work, or authorization is executed. The client agrees to compensate Gigabit Systems for all time, labor, resources, third-party costs, and professional services incurred in connection with such emergency efforts.
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Clients acknowledge that certain services require continuous supervision, monitoring, validation, testing, oversight, and availability of technical personnel.
Billable time may include active labor, monitoring, supervision, validation of system processes, recovery oversight, testing, quality assurance, vendor coordination, contingency planning, and availability during critical recovery operations.
Gigabit Systems shall determine, in its reasonable professional judgment, the personnel, resources, and level of oversight required to perform services safely and effectively.
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While Gigabit Systems will use commercially reasonable efforts to resolve technical issues, recover systems, restore data, and minimize downtime, Gigabit Systems does not guarantee the recovery, restoration, repair, accessibility, or integrity of any data, software, database, application, system, or business process.
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Gigabit Systems shall have sole discretion to determine whether a particular request, issue, project, incident, recovery effort, consultation, or technical matter falls within the scope of Managed Services or constitutes separately billable Professional Services or Emergency Response Services.
Such determination shall be made in good faith based upon the complexity, urgency, risk, resources required, and nature of the work involved.
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By utilizing Gigabit Systems' services, the client acknowledges and agrees to the foregoing terms and understands that services falling outside the standard scope of Managed Services may result in additional charges.