Exclusions and Guidelines
The structure of these Exclusions and Guidelines will defend the deliverables and responsibilities of Orbis Solutions, Inc..
Technical
- Orbis Solutions will only work on authentic software; we do not support hacked, illegal, or unlicensed software.
- Orbis Solutions provides support to business applications only. Applications such as social media, streaming audio/video, shopping sites or personal email accounts are not supported.
- Support provided to a Client’s unsupported employee and/or device is considered billable.
- Orbis Solutions will not support any home edition Operating Systems for a Client that is on an Active Directory domain.
- Orbis Solutions Monitoring, Anti-Malware, and Anti-Virus agents cannot be removed by a third party vendor, Client or the Client’s employees. If software is removed Client will be in breach of contract and any time Orbis Solutions has to reinstall the software will be billable.
- Orbis Solutions’ access to Orbis Solutions supported devices can in no way be removed or cut during the life of the contract. If this happens all time spent correcting this will be billable.
- Only approved software by the Client’s executive management may be installed on Client computers.
- Orbis Solutions recommends that no end-user have administrator rights to their machine. If end-user has administrator rights on the machine and causes the machine to malfunction, obtain a virus and/or malware, this will be billable to correct the issue. Incident response rates may apply.
- Orbis Solutions will have a Letter of Agency for Client vendors that Orbis Solutions is managing and/or supporting. (ie. Internet Provider, 3rd Party Software Support, etc.)
- Projects are billed fixed fee or hourly to the level of work being performed. For work to take place on an issue that Orbis Solutions deems a project the Client will have to approve prior to work being performed.
- Best effort support will be performed on 3rd party software. Client must maintain support contract for all 3rd party software. Upgrades and advanced level support is billable.
- Replacement or Upgrading of network and server devices are billable.
- Orbis Solutions may consult on script and/or program code requirements and implementation billed hourly in 15-minute increments.
- Orbis Solutions will provide development testing for patch and/or service pack implementation if requested by Client and this will be billed separately.
- Orbis Solutions will perform backup recovery testing upon request by Client and this will be billed separately.
- Client is responsible for purchasing additional hardware and/or software. The Client may purchase this through Orbis Solutions but Client is able to go to another 3rd party. Since Orbis Solutions is managing the environment Orbis Solutions must do the install of all new equipment in the technology environment of the Client.
- Client is responsible for providing Orbis Solutions with any end-user information, business continuity records, user management, and security documentation/policies.
- Client must provide security policies/requirements to be monitored and managed by Orbis Solutions.
- Orbis Solutions provides only one mobile device (cellphone or table) per managed user and the support is only with email setup and email troubleshooting.
- Client must provide internet and/or network connection.
- Orbis Solutions and Client will mutually agree on initial and subsequent changes to bandwidth requirements.
- Providing technical support to 3rd party vendor, consultations, and/or Client partners is not included and subject to separate billing charges.
Networking
- Client is responsible for the ownership, control and use of the DHCP service.
- Both Orbis Solutions and Client Agree on any pre-defined DHCP policies.
- Client must inform Orbis Solutions of any specific DHCP naming policies.
- Client must define and communicate DHCP parameters (WINS, DNS, or domain associated with DHCP ranges).
Printer Management
- Client must provide documentation/drivers necessary for configuring printers.
- Client or 3rd Party printer management company must provide physical maintenance of printers.
- Client or 3rd Party printer management company must provide replenishment of printer supplies.
Incident Response
- Report intrusion attempts visible through monitoring system is not included and is an option that can be included at additional cost.
- Coordinate with 3rd party intrusion detection provider is additional cost if requested by Client.
- Orbis Solutions only supports software and hardware that has not reached end of support (EoS) or end of life (EoL) from the manufacturer. Orbis Solutions will inform client of EoS/EoL and provide best support with planning to upgrade or replace hardware/software with manufacturer supported versions. Any work on EoS/EoL hardware or software may be billed separately.