Managed Services Terms define the specific operational and legal frameworks for how we deliver ongoing managed services to clients. These terms establish service levels, support structures, and responsibilities for continuous service delivery engagements.

These Managed Services Terms are subject to and governed by the Master Customer Agreement, which in turn is subject to the General Terms & Conditions. All provisions of the Master Customer Agreement and General Terms & Conditions apply to managed services engagements unless specifically modified herein.

Managed services engagements include the selection of:

• Service Level Agreement (SLA) - Defining response times, availability guarantees, and service commitments (Bronze, Silver, Gold, Platinum, or Diamond packages)
• Support Echelon Scope - Defining the level and scope of support services provided (1st through 5th Echelon)