Managed IT, Network & Support Services Schedule

This schedule applies to managed networks, UniFi environments, Wi-Fi, monitoring, infrastructure administration, support retainers and similar recurring technical services.

1. Incorporation and scope

This Schedule supplements the Master Terms. The Order identifies the managed Sites, devices, users, systems, support plan, monitoring level and included allowances. A device, site, application or task is not managed merely because we have previously assisted with it.

Unless expressly included, the Service does not include end-user helpdesk, line-of-business application support, cyber insurance, penetration testing, compliance certification, 24-hour staffing, hardware replacement, cabling, electrical work, broadband charges, vendor subscriptions or on-site attendance.

2. Managed-service activities

Depending on the Order, managed activities may include:

• remote availability and health monitoring of supported gateways, switches, access points, servers or services;
• configuration backup, inventory and asset-register maintenance;
• planned firmware, operating-system and security update review;
• Wi-Fi, VLAN, SSID, firewall, routing, guest network and access-policy changes;
• alert triage and reasonable remote remediation;
• supplier or broadband-provider liaison;
• capacity, performance and security recommendations; and
• periodic service summaries.

Monitoring identifies conditions visible to the monitoring tools. It does not guarantee detection of every fault, compromise, performance issue or local environmental problem.

3. Supported configuration

We may maintain a supported baseline. The Client must not materially alter managed configurations, install unsupported firmware, reset devices, remove management access, replace hardware or instruct another supplier to change the environment without consulting us.

We are not responsible for an issue caused or worsened by an unauthorised change. Investigation and restoration may be chargeable. We may decline to manage end-of-life, counterfeit, unlicensed, unstable or insecure equipment.

4. Remote access and administrative authority

The Client authorises us to use remote-management tools, cloud controllers, VPNs, service accounts and privileged credentials to provide the Service. We may create named or service accounts, apply least-privilege controls where practical, rotate credentials and disable insecure access methods.

We may perform low-risk routine changes within the managed scope without case-by-case approval. High-impact or business-disruptive changes will normally be scheduled with an Authorised Contact, except where urgent protective action is reasonably required.

5. Monitoring, alerts and communications

Alerts may be delayed, suppressed, duplicated or unavailable because of power, internet, controller, email, SMS, API or third-party failure. The Client must maintain current escalation contacts and must not rely on a single alert method for safety-critical operations.

We decide the priority and remediation path based on the information reasonably available. An alert does not necessarily mean a fault exists, and the absence of an alert does not mean the environment is healthy or secure.

6. Maintenance and patching

We may group routine maintenance into planned windows. Updates may be deferred where vendor quality, compatibility, venue trading hours or operational risk makes immediate deployment inappropriate. The Client acknowledges that both updating and delaying updates can create risk.

Emergency security or stability work may be performed without prior approval where delay could expose systems, data or other customers. Temporary disruption may occur during reboots, failover, controller upgrades or firmware installation.

7. Included support allowance

An included support allowance covers only eligible routine remote tasks during the billing period. It does not roll over, has no cash value and may not be pooled across unrelated clients or Sites unless the Order permits it.

Project work, repeated training, new deployments, third-party migrations, major redesign, extensive fault investigation, recovery from unauthorised change and on-site work are outside the allowance and charged under the Fee Schedule.

8. Internet and local infrastructure

Broadband speed, latency, carrier routing, mobile coverage, leased line performance, power, cabling, interference, building construction and local radio conditions are outside our direct control. We may assist with diagnosis but cannot guarantee a carrier or utility outcome.

The Client must provide adequate power protection, ventilation, secure cabinets, compliant cabling, safe access and suitable internet service. Consumer-grade broadband and hardware may not provide business-grade resilience.

9. Backups and configuration recovery

Configuration backup is not the same as business-data backup. A configuration file may depend on matching hardware, firmware, licences, encryption keys and supplier services. We do not warrant that every backup is complete or restorable unless the Order includes a tested managed-backup service with stated retention and recovery objectives.

10. Security and cyber risk

Managed support reduces certain operational risks but does not eliminate cyber risk. The Client remains responsible for staff behaviour, phishing, endpoint security, access approvals, data governance, cyber insurance and decisions not to implement recommendations.

Where we identify a serious weakness, we may require remediation as a condition of continued management. Refusal may result in a limitation of support, risk acceptance record, revised Charges or suspension of the affected Service.

11. Hardware failure and replacement

Monitoring and management do not include replacement Equipment unless a hardware-cover plan is expressly listed. Manufacturer warranty, stock availability, shipping and distributor procedures apply. Temporary replacements and loan units are discretionary and may be charged.

12. Service records and asset data

We may maintain asset records, diagrams, credentials, configuration notes, photographs, serial numbers, MAC addresses, IP addresses, locations, warranty information and maintenance history. The Client must notify us of moved, replaced, disposed or reconfigured equipment.

Our internal tools, templates, labels and management records remain Supplier Materials. On termination, we will provide a reasonable export of Client-specific factual records after payment of outstanding Charges and transition fees.

13. Change of supplier and transition

The Client must give sufficient notice for an orderly transition. We will provide reasonable cooperation at the applicable rates. We are not required to disclose internal security information, other customers’ data, proprietary automation or third-party credentials that cannot lawfully be transferred.

14. Service boundaries and exclusions

The Service is not an emergency service and must not be used as the sole control for fire, life safety, medical, public safety, financial trading or other safety-critical systems. Unless expressly agreed, we do not monitor cameras live, guarantee response to alarms, dispatch police, provide licensed guarding or assume responsibility for the Client’s statutory duties.