TychoTeam Services Guide

This Services Guide explains and governs the managed Services described in the Quote provided to you. If you do not agree with the terms of this Services Guide, you should not sign the Quote and should contact us for more information.

Think of this Guide as the “owner’s manual” for working with TychoTeam. It generally describes the managed Services we provide or facilitate, but only the Services specifically listed in your Quote will be delivered to you. Anything on this document that is not listed on your Quote is considered out of scope unless we agree in writing to include it.

This Guide also contains important details about automatic renewals of the Services in your Quote and about possible fee adjustments over time. Please review it carefully and keep a copy for your records.

Note: Terms defined in the Master Services Agreement carry the same meaning when used in this Services Guide.

Auditing Services

Before we begin providing ongoing managed Services, we will perform an audit of your information technology environment (the “Environment”). The goal is to confirm that your Environment is ready for, and compatible with, the Services we deliver.

As part of this audit, we will:

  • Evaluate the overall readiness and functionality of the Environment
  • Review hardware and software configurations
  • Examine vendor service and warranty agreements covering your hardware and software
  • Perform a security vulnerability review
  • Assess your backup and disaster recovery systems
  • Run internet speed and ISP performance tests
  • Review your office phone vendor services
  • Conduct a full asset inventory
  • Evaluate your email services
  • Review your IT support processes

If we identify deficiencies during the audit (such as outdated equipment or unlicensed software), we will explain their impact on the Services, bring them to your attention, and discuss your options for addressing them.

Please note: unless we agree otherwise in writing, our audit Services do not include fixing any issues, errors, or deficiencies (collectively, “Issues”), and we cannot guarantee that every Issue will be uncovered during the auditing process. Issues discovered later, after the audit is complete, may be addressed in one or more subsequent Quotes.

Onboarding Services

If onboarding Services are included in the Quote, we will carry out the following activities:

  • Remove monitoring tools or other software installed by previous IT providers or internal IT staff
  • Build a complete inventory of all protected servers, workstations, and laptops
  • Install our managed security suite, if applicable
  • Install our remote support access tool on each managed device
  • Configure patch management, if applicable
  • Optimize device performance (disk cleanup, antivirus scans, spyware scans), if applicable
  • Review firewall configuration and other network infrastructure devices
  • Check the status of battery backup protection for all critical devices
  • Review and document current server configuration and status
  • Evaluate existing backup strategy and prepare remediation options for consideration
  • Review password policies and update user and device passwords
  • Recommend changes to the managed Environment, where appropriate

This list may be adjusted if we determine that different or additional onboarding steps are required.

If deficiencies are identified during onboarding, we will explain the impact of those deficiencies on the Services, bring them to your attention, and discuss possible solutions. Please note that, unless expressly stated in the Quote, onboarding Services do not include remediation of issues, errors, or deficiencies (“Issues”), and we cannot guarantee that every Issue will be identified during onboarding. Issues that come to light later may be addressed in one or more subsequent Quotes.

Ongoing / Recurring Services

Ongoing or recurring Services are those delivered on a continuous basis and, unless a Quote specifies otherwise, are billed monthly. These Services typically begin after onboarding Services are completed. If onboarding is delayed or interrupted, the start of ongoing Services may also be delayed.

Managed Services

The following Services will be provided if they are listed in your Quote.

Remote Monitoring and Security Suite

Monitoring agents are installed on Covered Equipment (defined below) to track status and events around the clock. When alerts are triggered, they are handled according to the Service Levels described in this Guide.

Remote Helpdesk

We provide remote support for managed devices and covered software during normal business hours. Issues are escalated through a tiered support process to ensure they are resolved promptly and effectively.

Remote Infrastructure Maintenance and Onsite Support

We configure, monitor, and maintain the IT infrastructure on an ongoing basis. If a problem cannot be fixed remotely, TychoTeam will send a technician onsite to resolve it, subject to availability and scheduling.

Backup Monitoring

We monitor supported backup applications to confirm successful completion, detect errors, and track storage limits. This helps reduce the risk of data loss or disruption. Please note that backup monitoring is a reporting function only. It is not a complete backup and disaster recovery solution.

Backup Solutions

We can provide premises-based, cloud-based, or colocation backup solutions, with optional encryption for sensitive data.

TychoTeam StellaNova

We use automation tools to deploy vendor updates, bug fixes, minor enhancements, and security patches on managed hardware. Service packs, firmware updates, and approved security updates are also deployed and monitored as needed. We refer to this bundle as StellaNova on all documents and invoices.

Email Threat Protection

This Service adds managed protection against phishing, business email compromise (BEC), spam, and email-borne malware.

End User Security Awareness Training

We provide on-demand training to help users recognize and avoid security threats. Training includes baseline phishing tests and ongoing simulated phishing campaigns.

Hardware as a Service (HaaS)

If hardware is provided on a “hardware as a service” basis, the following apply:

  • Scope: HaaS Equipment includes the hardware, devices, and accessories listed in the Quote.
  • Deployment: We will deploy HaaS Equipment within the timeframe in the Quote, provided you supply the necessary information. Timelines may be extended for factors beyond our control (e.g., supply chain delays, force majeure events).
  • Delayed Deployment: If you wish to delay deployment, written notice is required within five (5) days of signing the Quote. Delays cannot exceed two (2) months. During that period, 50% of the monthly recurring fee will be billed. Once deployed, the full fee applies for the stated term.
  • Repair/Replacement: If HaaS Equipment fails, TychoTeam will make commercially reasonable efforts to repair or replace it within five (5) business days after notice. This does not cover time to rebuild systems such as RAID arrays, reload operating systems, or restore backups.
  • Technical Support: Provided in line with the Service Levels in this Guide.
  • Usage: HaaS Equipment may only be used for your internal business purposes. It may not be subleased, sublicensed, or rented without our written consent. Misuse that disrupts TychoTeam’s systems or other Clients may result in suspension or throttling.
  • Return of Equipment: Unless directed otherwise, you may not remove or disable installed software agents. Within ten (10) days of the end of HaaS Services, Client must provide TychoTeam access to retrieve the equipment. If equipment is missing or returned damaged (beyond normal wear), Client is responsible for replacement costs.

Multi-Factor Authentication

This Service adds advanced multi-factor authentication with admin controls. It supports both cloud and on-premises applications, allows custom access policies based on role, device, or location, and checks device health to flag risky endpoints.

Password Manager

Our password manager includes:

  • A secure password vault accessible by browser or mobile app
  • A password generator with customizable options
  • A vault for storing financial information (bank accounts, credit cards, etc.)
  • Single Sign-On (SSO) for approved applications, using SAML authentication
  • A browser extension for quick access to vaults, SSO, and stored information
  • A mobile app for secure access on smartphones

Managed Networking

TychoTeam installs and manages wireless access points, firewalls, and switches to provide reliable coverage at Client premises. We manage and maintain the network hardware and software at no additional cost, and refresh hardware every five years to keep up with industry standards.

Remote support is available during business hours on a best-efforts basis for connectivity issues. Client acknowledges that some end-user devices may not connect or may experience performance issues despite TychoTeam’s support.

Covered Equipment / Hardware

Managed Services apply to the number of devices listed in the Quote (“Covered Hardware”). The list of Covered Hardware may be adjusted by mutual agreement (email confirmation is sufficient). TychoTeam also reserves the right to update the list if we discover additional devices receiving Services that were not originally included, or if the overall quantity of Covered Hardware changes.

Unless otherwise stated in the Quote, Covered Hardware includes only technology assets owned by the Client’s organization (such as computers, servers, and networking equipment). As an accommodation, TychoTeam may provide limited guidance in connecting personal devices to the Client’s network, but support for personal devices is generally excluded from the Scope of Services.

If the Quote specifies that Services are billed on a “per user” basis, then each covered user may include up to two (2) Business Devices. A “Business Device” is defined as a device that is owned or leased by the Client, used primarily for business purposes, regularly connected to the Client’s managed network, and equipped with a software agent that allows TychoTeam (or our designated Third-Party Providers) to monitor the device.

We provide support for software applications licensed through TychoTeam (“Supported Software”). Supported Software is handled on a best-effort basis. Any support needs beyond Level 2 will be coordinated with the applicable vendor or producer. Software not licensed through us (“non-Supported Software”) is outside the scope of the Quote. Assistance with such software is offered on a best-effort, time-and-materials basis only, with no guarantee of resolution.

If TychoTeam cannot resolve a non-Supported Software issue, the Client will need to work directly with the software vendor or distributor. Vendors may charge additional support fees, which can be significant. For this reason, we strongly recommend that Clients maintain active service or support contracts (“Service Contracts”) for all non-Supported Software. If you request our assistance in coordinating support and you maintain a valid Service Contract with the vendor, TychoTeam will facilitate support at no additional cost.

In this Services Guide, Covered Hardware and Supported Software are together referred to as the “Environment” or “Covered Equipment.”

Physical Locations Covered by Services

Services are delivered remotely unless TychoTeam determines that an onsite visit is necessary. Onsite visits will be scheduled based on the priority level of the issue (as outlined below) and are subject to technician availability.

Unless we agree otherwise, onsite Services will be provided only at the Client’s primary office location listed in the Quote. Additional fees may apply for onsite visits. Please refer to the Service Level section of this Guide for details.

Term; Termination

The Services will begin, and billing will start, on the date stated in the Quote (the “Commencement Date”). Services will continue through the initial period set out in the Quote (the “Initial Term”).

TychoTeam may delay the Commencement Date until onboarding or transition Services are completed and any deficiencies or revisions identified during onboarding are reasonably addressed.

Services will remain in effect through the Initial Term unless terminated in accordance with the Agreement, the Quote, or this section (the “Service Term”).

Per Seat / Per Device Licensing

Regardless of the reason Services end, you are responsible for the cost of all per seat or per device licenses (for example, Microsoft NCE licenses) that TychoTeam acquires on your behalf. See “Access Licensing” in the Fees section below for additional details.

Assumptions / Minimum Requirements / Exclusions

The scheduling, pricing, and delivery of the Services are based on the following assumptions and minimum requirements:

  • Server hardware must be covered under a current warranty.
  • All equipment must run a supported version of its software and have the latest service packs and critical updates installed.
  • All software must be properly licensed, genuine, and under active vendor support.
  • The Environment must include a licensed, vendor-supported, server-based backup solution that can be monitored.
  • Wireless data traffic in the Environment must be encrypted.
  • All servers must be connected to functioning UPS devices.
  • Recovery coverage assumes the data on backup devices is intact. TychoTeam does not guarantee the integrity of backups or the data stored on them. Restoration will only extend to the most recent successful backup.
  • The Client must provide all necessary installation media and license keys if a reinstall is required.
  • Costs to bring the Environment up to these minimum standards are not included in this Services Guide.
  • The Client must grant TychoTeam exclusive administrative privileges to the Environment.
  • The Client may not attach or install accessories, upgrades, or additional equipment on firewalls, servers, or NAS appliances (other than electronic data) without TychoTeam’s prior written approval.

Exclusions

Any Services not specifically listed in the Quote are out of scope and will not be provided unless TychoTeam agrees in writing. In addition, the following items are expressly excluded. If these Services are required, they must be separately agreed upon in writing:

  • Custom programming or customization of third-party applications
  • Support for operating systems, applications, or hardware that are no longer supported by the manufacturer
  • Voice or data cabling and wiring of any kind
  • Replacement of battery backup units
  • Equipment moves or relocations
  • Costs to bring the Environment up to the Minimum Requirements (unless otherwise noted in the Scope of Services section)
  • Repair costs for hardware or software, including parts, equipment, or shipping charges
  • Data migrations, or moves/adds/changes involving existing hardware or software
  • Project-based work such as system upgrades, migrations, or deployments

Service Levels

Automated monitoring is provided continuously (24×7×365). Response, repair, and remediation Services are available during business hours only (Monday through Friday, 8:00 AM – 5:00 PM Pacific Time, excluding legal holidays and TychoTeam-observed holidays listed below), unless otherwise stated in the Quote or noted in this section.

TychoTeam will respond to reported problems, errors, or interruptions in Services during business hours within the timeframes described below. Severity levels are determined by TychoTeam, in its discretion, after consulting with the Client. All issues are first addressed remotely; onsite visits are provided only if remote remediation is unsuccessful and only when included in the Client’s Service plan.

Response Times by Severity

  • Critical – Service not available (all users/functions down)
    Response within two (2) business hours after notification.
  • Significant Degradation (large number of users or business-critical functions affected)
    Response within four (4) business hours after notification.
  • Limited Degradation (limited number of users or functions affected; business process can continue)
    Response within eight (8) business hours after notification.
  • Small Service Degradation (non-critical; single user affected; business process can continue)
    Response within two (2) business days after notification.
  • Long-Term Project / Preventative Maintenance
    Response within four (4) business days after notification.

All response times are measured from the moment TychoTeam is notified of the issue through our designated support portal, helpdesk, or the phone number listed in the Quote. Notifications made by other methods may result in delays.

Support Outside Business Hours

Technical support outside of standard business hours may be provided at TychoTeam’s discretion, subject to technician availability. Off-hours support (“Non-Business Hour Support”) is not included in any Service plan and is billed on a time-and-materials basis at the following rates:

  • Monday–Friday, 5:00 PM to 10:00 PM; Saturday, 8:00 AM to 10:00 PM → 1.5× normal hourly rate
  • Every day, 10:00 PM to 8:00 AM; all day Sunday; TychoTeam-observed holidays → 2× normal hourly rate

All Non-Business Hour Support is billed in 15-minute increments, rounded up to the next increment, with a one (1) hour minimum charge.

TychoTeam-Observed Holidays

  • New Year’s Day
  • Memorial Day
  • Independence Day
  • Labor Day
  • Thanksgiving Day
  • Day after Thanksgiving
  • Christmas Day

Fees

The fees for the Services will be as shown in the Quote.

Reconciliation

Fees for certain Third-Party Services that TychoTeam resells or facilitates may start accruing before the “go-live” date of other Services. For example, Microsoft Azure or AWS charges may begin once we start creating or configuring hosted portions of the Environment, even if those Services are not yet available for Client use. You agree to pay for all Third-Party Services that begin before the go-live date, and TychoTeam may include those amounts on your monthly invoices.

Changes to Environment

You will be billed initially at the monthly rates set out in the Quote. If the managed Environment changes, or if the number of authorized users accessing it increases or decreases, the fees will automatically adjust to reflect those changes.

Travel Time

When onsite Services are required, travel time will be billed at the same rate as the Service being performed. If the return trip from our office exceeds 45 minutes, that return travel time will also be billed at the same rate.

Onsite Appointment Cancellations

Clients may cancel or reschedule an onsite appointment at no charge if at least one (1) business day’s notice is provided. If timely notice is not given, or if access to the premises is denied at the scheduled time, a cancellation fee will be charged equal to two (2) hours of our standard consulting rate (or non-business hours rate, if applicable), based on our then-current hourly rates.

Remote Appointment No-Shows

If a Client does not attend a confirmed remote support session, the reserved time window (generally 30 minutes) will be billed in full.

Access Licensing

Certain Services require the purchase of “per seat” or “per device” licenses (“Access Licenses”) from Third-Party Providers. Examples include Microsoft New Commerce Experience licenses and Cisco Meraki device licenses. Access Licenses cannot be canceled once purchased and often cannot be reassigned to another customer. For this reason, regardless of why Services are terminated, fees for Access Licenses are non-mitigatable and must be paid in full for the entire license term. Once paid, Clients may continue to use those licenses until they expire.

Software Agent Removal and Appliance Returns

Unless TychoTeam specifically instructs you otherwise, you may not remove, disable, or attempt to remove or disable any software agents that we install in the Environment. Doing so without our direction may create network vulnerabilities, continue license fees for which you remain responsible, or require remediation by TychoTeam at our then-current hourly rates. In some cases, depending on the agent and the cost of removal, we may elect to leave the software in place but deactivate it.

Within ten (10) days of being instructed to do so, the Client must remove, package, and ship—at the Client’s expense and in a commercially reasonable manner—all hardware, equipment, and accessories provided by TychoTeam for the delivery of the Services. If equipment is not returned on time, or if it is returned damaged beyond normal wear and tear, TychoTeam may charge the Client the replacement value of the affected equipment, and the Client agrees to pay that amount.

Additional Policies

The following additional policies (“Policies”) apply to Services provided or facilitated under a Quote. By accepting any Service that references these Policies, the Client agrees to the applicable terms.

Authenticity

All components of the Environment must be genuine and properly licensed, including hardware, software, and related materials. If requested, the Client must provide proof of authenticity and/or licensing. Minimum Requirements, as outlined in the Quote or in this Services Guide, must be implemented and maintained as an ongoing condition of Service.

Monitoring Services and Alert Services

Unless otherwise stated in the Quote, monitoring and alert-type Services are limited to detection and notification functions. Monitoring levels are set by TychoTeam and may not be altered by the Client without TychoTeam’s prior written consent.

Remediation

Unless the Quote provides otherwise, remediation Services will be performed in line with accepted practices in the managed services industry. Remediation is not a warranty or guarantee of the Environment’s functionality, nor does it constitute a service plan for repairing specific hardware or software.

Configuration of Third-Party Services

Some third-party Services may provide administrative access that allows changes to configurations, features, or functions (“Configurations”). Unauthorized changes made by the Client may disrupt the Services or increase costs. TychoTeam strongly advises against altering Configurations without our authorization. Any additional fees arising from unauthorized changes will be the Client’s responsibility.

Modification of Environment

Unauthorized changes to the Environment may reduce the effectiveness of the Services and may impact the fees billed under the Quote. The Client agrees not to move, modify, or alter the Environment—including adding or removing hardware, installing software, or changing system configurations—without TychoTeam’s prior knowledge or consent.

Anti-Virus and Anti-Malware

TychoTeam’s anti-virus and anti-malware solutions are designed to protect against new threats, but malware present before installation may require additional Services to remove. We do not guarantee that all Viruses or malware will be detected or removed, nor that corrupted or encrypted data will be recoverable. For security awareness purposes, TychoTeam or its affiliates may collect and share non-personal information related to processed files, URL reputation, spam filtering, or malware statistics.

Breach and Cyber Security Incident Recovery

Unless expressly included in the Quote, remediation or recovery from a Security Incident is outside the scope of Services. If requested, such Services will be billed on a time-and-materials basis at TychoTeam’s then-current hourly rates. TychoTeam does not guarantee recovery timeframes or data restoration in the event of a Security Incident. A “Security Incident” means unauthorized access to, use of, or disclosure of Client information or the Environment that compromises security, prevents normal access, or disrupts functionality.

Environmental Factors

External factors such as water, heat, cold, or lighting conditions may affect installed equipment. Unless the Quote provides otherwise, TychoTeam does not guarantee uninterrupted or error-free operation of installed equipment, including video and audio devices.

Fair Usage Policy

Unlimited Services are subject to TychoTeam’s Fair Usage Policy (“FUP”). “Unlimited” means use that is reasonable and consistent with normal industry practices. Unlimited Services are provided during business hours only and are subject to technician availability. Clients agree not to:

  • Submit urgent tickets for non-urgent issues
  • Request excessive support inconsistent with normal usage (e.g., support in place of training)
  • Request Services that interfere with TychoTeam’s ability to support other Clients

Hosted Email

Clients are responsible for the proper use of hosted email Services (“Hosted Email”). All use must comply with applicable acceptable use policies (“AUPs”). Prohibited content includes material that is illegal, infringing, misleading, disruptive, or malicious (e.g., viruses, trojans, spam). TychoTeam may suspend Hosted Email access if accounts are used improperly or illegally.

Patch Management

TychoTeam will keep managed hardware and software up to date with vendor-issued patches (“Patches”). Because Patches are developed by third parties, they may occasionally cause instability or failures. TychoTeam is not responsible for downtime or losses arising from Patch installation or use. TychoTeam may decline to install a Patch if it is known to cause problems.

Backup (BDR) Services

BDR Services rely on a stable internet connection. Backup and recovery speeds depend on the reliability of the Client’s internet. TychoTeam is not responsible for outages, equipment failures, or data corruption. TychoTeam cannot guarantee that all data will be preserved. Clients are strongly advised to maintain local backups in addition to BDR Services.

Procurement

Equipment or software procured by TychoTeam on the Client’s behalf (“Procured Equipment”) is subject to manufacturer warranties, which will be passed through to the Client to the extent possible. TychoTeam makes no independent warranties regarding Procured Equipment. Some items may not be returnable, or may be subject to restocking fees or third-party return policies, which are the Client’s responsibility. TychoTeam is not a warranty repair center, but we will facilitate warranty returns or repairs as allowed under the manufacturer’s terms.

Quarterly Business Review and IT Strategic Planning

Advice and recommendations are provided based on industry practices and TychoTeam’s understanding of the Client’s needs. Such advice does not constitute an endorsement of any specific vendor, manufacturer, or solution.

vCTO / vCIO Services

Advice provided in a virtual chief technology officer (vCTO) or virtual chief information officer (vCIO) capacity is informational and educational only. TychoTeam does not assume a fiduciary role or hold officer positions in the Client’s organization.

Sample Policies and Procedures

From time to time, TychoTeam may provide sample policies or procedures (“Sample Policies”) for Client use. These are provided for reference only and do not constitute legal or professional advice. Clients should consult legal counsel before adopting or distributing any Sample Policies. TychoTeam makes no warranty as to their completeness, accuracy, or suitability.

Penetration Testing and Vulnerability Assessment

Penetration testing may inadvertently trigger alarms or security devices, and in some cases may cause system shutdowns. The Client is responsible for notifying monitoring companies or law enforcement of the possibility of false alarms. TychoTeam will not be responsible for costs or consequences arising from responses to such tests.

No Third-Party Scanning

Clients may not conduct, or allow others to conduct, testing of TychoTeam’s security systems without our written authorization. If unauthorized testing causes issues, remediation is outside the scope of the Quote and will be billed separately at our hourly rates.

Obsolescence

If any part of the Environment becomes obsolete, unsupported, or reaches end of life, TychoTeam may designate it as non-standard and require replacement within a reasonable timeframe. If the Client does not replace it, TychoTeam may either continue supporting it on a best-efforts basis (without warranties or guarantees) or remove it from scope by written notice (email is sufficient).

Hosting Services

Clients are responsible for how their users interact with hosted Services. Prohibited activities include spamming, denial-of-service attacks, copyright or IP infringement, unauthorized collection of personal data, and any activity harmful to TychoTeam or its infrastructure. Clients must safeguard login credentials and notify TychoTeam immediately if unauthorized access occurs. TychoTeam will take commercially reasonable steps to respond.

Licenses

If software provided by the Client must be reinstalled or replicated, the Client must ensure that it is properly licensed and provide proof of licensing if requested. License costs are not included in the Quote unless expressly stated.

Entire Agreement; Acknowledgement

This Services Guide is incorporated into and made part of the Master Services Agreement and any applicable Quote between TychoTeam and the Client. In the event of a conflict, the Master Services Agreement will control, followed by the Quote, and then this Services Guide.

By signing a Quote that references this Services Guide, the Client acknowledges that they have read, understood, and agree to the terms and conditions set out herein.