Core Connections — Managed IT Terms & Conditions
Included Managed Services (Schedule A)
The following services are included under your Managed IT Services Agreement. Availability may depend on documented prerequisites and supported platforms.
IT Support (Help Desk & Field Services)
- Remote Service Desk during business hours (Mon–Fri, 8:00 AM–8:00 PM ET)
- On-site visits for supported issues
- End-user administration (user adds/changes, password resets)
- Application support (email, VPN, printers, desktop apps)
- VIP user prioritization and escalation
Centralized Services
- 24/7 network & server monitoring and alerting
- Patch management for operating systems & critical applications
- Backup management (Microsoft 365 and on‑premises servers)
- Antivirus/EDR management and threat protection
- Threat intelligence, phishing simulations, and dark web monitoring
- Monthly maintenance (health checks, log reviews, performance tuning)
Proactive Alignment
- Quarterly standards reviews & environment scorecards
- Documentation updates & network diagrams
- Root-cause analysis and remediation planning
- Identification of technology gaps and end‑of‑life systems
Strategic vCIO Services
- Quarterly Business Reviews (QBRs)
- Annual IT roadmap & budget planning
- Business continuity planning & testing
- Policy review, updates, and new policy development
- Participation in executive strategy and compliance meetings
Change Requests
Minor Changes (Included)
Covered if the total engineering time required is less than 8 hours. Examples include:
- Installation of new PCs
- Mailbox migrations within the existing environment
- Software rollouts and updates
- VLAN modifications
- Firmware upgrades and patching
- Device reconfiguration (firewalls, switches, routers)
Major Changes (Out of Scope)
Quoted separately as professional services when work requires more than 8 consecutive hours or introduces significant technical change. Examples include:
- Major software version upgrades (e.g., Windows version to new Windows version. Server or Desktop versions)
- Server or datacenter migrations
- Infrastructure redesigns or network segmentation
- Integration of new platforms or tools
All major changes are scoped, approved, and scheduled in advance with a separate Statement of Work.
Out of Scope (Schedule B)
The following services are not covered by the monthly fee and are delivered as project-based professional services:
- New branch or site setup
- Email or server migrations to new platforms
- Datacenter builds or cloud adoption
- Hardware/equipment procurement and installation
- Network redesigns or security architecture changes
- Major software version upgrades
After-Hours & Emergency Support
Standard service hours are Monday–Friday, 8:00 AM–8:00 PM ET. Support provided outside these hours is available upon request and billed as after-hours service. Emergency support may be subject to an after-hours multiplier (e.g., 1.5×). VIP users (as designated by the Client) may be exempt from such surcharges when specified in the Client’s agreement.
Client Responsibilities
- Maintain valid warranty/support coverage for managed hardware
- Maintain licensing/subscriptions for third‑party software not provided by Core Connections
- Ensure business‑critical applications have vendor support
- Notify Core Connections of internal changes that affect the IT environment
- Provide reasonable access to systems, facilities, and stakeholders
- Maintain secure wireless environments and uphold data protection practices
Term, Renewal & Pricing
- Minimum Term: 24 months from the Effective Date.
- Renewal: At the end of the minimum term, the agreement renews on a month‑to‑month basis unless either party provides 90 days’ written notice.
- Seat/Endpoint Changes: Monthly billing may be adjusted to reflect the number of supported endpoints; Core Connections will provide notice of adjustments.
- Pricing Updates: Any price adjustments will be communicated in writing at least 30 days prior to renewal.
Data Privacy
Core Connections follows applicable Canadian privacy laws and regulations. Personal, sensitive, and confidential data accessed in the course of service delivery is handled with strict safeguards to prevent unauthorized access, disclosure, or misuse. Suspected or actual data breaches must be reported to Core Connections without delay.