{"id":11322,"date":"2023-07-31T15:19:08","date_gmt":"2023-07-31T19:19:08","guid":{"rendered":"https:\/\/netsurit.com\/en-us\/?page_id=11322"},"modified":"2025-06-25T05:41:16","modified_gmt":"2025-06-25T09:41:16","slug":"managed-services-terms","status":"publish","type":"page","link":"https:\/\/netsurit.com\/en-us\/inc\/legal\/managed-services-terms\/","title":{"rendered":"Managed Services Terms"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"11322\" class=\"elementor elementor-11322\" data-elementor-post-type=\"page\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-6508d9a bannersubpages withoutbuttons elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"6508d9a\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t\t<div class=\"elementor-background-overlay\"><\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-8bd9b7a\" data-id=\"8bd9b7a\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-7f2d073 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"7f2d073\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-inner-column elementor-element elementor-element-7e5206d\" data-id=\"7e5206d\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-58d3cf4 elementor-widget elementor-widget-heading\" data-id=\"58d3cf4\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\">Managed Services Terms<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-102dd952 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"102dd952\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-custom\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-3caabc79\" data-id=\"3caabc79\" data-element_type=\"column\" data-e-type=\"column\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-6f9452d9 elementor-widget elementor-widget-heading\" data-id=\"6f9452d9\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">Trusted By<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a897001 imggrayscale featuredclients elementor-widget elementor-widget-global elementor-global-8175 elementor-widget-image-carousel\" data-id=\"a897001\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;slides_to_show&quot;:&quot;4&quot;,&quot;navigation&quot;:&quot;none&quot;,&quot;autoplay&quot;:&quot;no&quot;,&quot;infinite&quot;:&quot;yes&quot;,&quot;speed&quot;:500}\" data-widget_type=\"image-carousel.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-image-carousel-wrapper swiper\" role=\"region\" aria-roledescription=\"carousel\" aria-label=\"Image Carousel\" dir=\"ltr\">\n\t\t\t<div class=\"elementor-image-carousel swiper-wrapper\" aria-live=\"polite\">\n\t\t\t\t\t\t\t\t<div class=\"swiper-slide\" role=\"group\" aria-roledescription=\"slide\" aria-label=\"1 of 4\"><figure class=\"swiper-slide-inner\"><img decoding=\"async\" loading=\"lazy\" class=\"swiper-slide-image\" src=\"https:\/\/netsurit.com\/en-us\/wp-content\/uploads\/sites\/5\/2024\/05\/West-Star-Mortage-Inc-1.png\" alt=\"West-Star-Mortage-Inc\" \/><\/figure><\/div><div class=\"swiper-slide\" role=\"group\" aria-roledescription=\"slide\" aria-label=\"2 of 4\"><figure class=\"swiper-slide-inner\"><img decoding=\"async\" loading=\"lazy\" class=\"swiper-slide-image\" src=\"https:\/\/netsurit.com\/en-us\/wp-content\/uploads\/sites\/5\/2023\/07\/Manhatten-Venture-Partners.png\" alt=\"Manhatten-Venture-Partners\" \/><\/figure><\/div><div class=\"swiper-slide\" role=\"group\" aria-roledescription=\"slide\" aria-label=\"3 of 4\"><figure class=\"swiper-slide-inner\"><img decoding=\"async\" loading=\"lazy\" class=\"swiper-slide-image\" src=\"https:\/\/netsurit.com\/en-us\/wp-content\/uploads\/sites\/5\/2023\/06\/Novo-Nordisk.png\" alt=\"Novo-Nordisk\" \/><\/figure><\/div><div class=\"swiper-slide\" role=\"group\" aria-roledescription=\"slide\" aria-label=\"4 of 4\"><figure class=\"swiper-slide-inner\"><img decoding=\"async\" loading=\"lazy\" class=\"swiper-slide-image\" src=\"https:\/\/netsurit.com\/en-us\/wp-content\/uploads\/sites\/5\/2023\/07\/Freshpet.png\" alt=\"Freshpet\" \/><\/figure><\/div>\t\t\t<\/div>\n\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-774520d fullwidthsections elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"774520d\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-no\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-5561d9a\" data-id=\"5561d9a\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-41e7d4c elementor-section-full_width elementor-section-height-default elementor-section-height-default\" data-id=\"41e7d4c\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-ca997db textcollesspadmobile\" data-id=\"ca997db\" data-element_type=\"column\" data-e-type=\"column\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-6de1a2b elementor-widget__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"6de1a2b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Terms of Service<\/p><p>Updated as of June 22, 2022<\/p><p>These Managed Services Terms of Service (\u201cManaged Services Terms\u201d) govern Client\u2019s use of Netsurit\u2019s Managed Services. By subscribing to or using Netsurit\u2019s Managed Services, Client agrees to be bound by these Managed Service Terms, which are incorporated into the Netsurit Master Service Agreement between Client and Netsurit. Capitalized terms not defined in these Terms of Service have the meaning given to them in the Netsurit Master Service Agreement.<\/p><p><strong>SERVICE SUBSCRIPTIONS<\/strong><\/p><p><strong>Service Subscription Required.<\/strong> The right to use this Service requires that Client is enrolled in a Service Subscription.<\/p><p><strong>Service Plan.<\/strong> Each Service Subscription has its Service Plan defined by the applicable Order and its Schedule of Services. Managed Services Plan options include:<\/p><ul><li>Managed Services<\/li><li>Managed Services (Remote Only)<\/li><\/ul><p><strong>SERVICE LEVEL<\/strong><\/p><p><strong>Unlimited On-Demand Support.<\/strong> Client is eligible to receive unlimited on-demand unscheduled support via Netsurit\u2019s telephone support.<\/p><p><strong>Guaranteed Response Time.<\/strong> During Business Hours Netsurit will respond to support phone calls within 15 minutes for High Priority issues and will provide Remote Support within FOUR (4) hours of receipt of notification from Client.<\/p><p><strong>Account Executive. <\/strong>Netsurit will provide Client with a dedicated Account Executive.<\/p><p><strong>Client Portal. <\/strong>Client is provided with a Client Portal to create and track service tickets and projects, view IT assets, Services, Agreements, User list, and view and pay invoices.<\/p><p><strong>Administration.<\/strong> Netsurit will administer Client System including user account and group management, device registration, access control, etc\u2026<\/p><p><strong>Real Time System Monitoring.<\/strong> Netsurit will provide monitoring services for Client System.<\/p><p><strong>Maintenance and System Patching.<\/strong> Netsurit will provide Client with proactive maintenance and patching services for Client System.<\/p><p><strong>Managed Anti-Virus.<\/strong> If Client subscribes to this service, Netsurit will provide Client with Anti-Virus and Malware protection for Client System.<\/p><p><strong>Consulting and IT Planning.<\/strong> Netsurit will provide Client with consulting, new technology planning, life-cycle budgeting and solution engineering services.<\/p><p><strong>Standards Alignment.<\/strong> Netsurit will perform regular Alignment reviews with key Client decision makers to confirm Client\u2019s IT is aligned with business goals providing strategic roadmaps and business impact analysis.<\/p><p><strong>Reporting.<\/strong> Netsurit will maintain a detailed log of the Client System. Records include system information, ticket history, user information, service information, etc\u2026 Information is available to Client via the Client Portal.<\/p><p><strong>Perimeter Security.<\/strong> Netsurit will provide Client with perimeter security services and firewall management.<\/p><p><strong>System Inventory.<\/strong> Netsurit will maintain detailed records of the Client System and where they are available to the Client through the Client Portal.<\/p><p><strong>24\/7 Support Options.<\/strong> Netsurit will NOT be reachable outside of Business Hours unless a 24\/7 Emergency Support Option is specified in the referencing Order and Schedule of Services.<\/p><ul><li><strong>24\/7 Emergency Support (Remote Only).<\/strong> ONLY IN CASES OF SYSTEM OR NETWORK WIDE EMERGENCY, Netsurit will be available 24 X 7 for Remote Support. Any issues that cannot be resolved remotely will be scheduled for Onsite Support on the next business day.<\/li><li><strong>24\/7 Emergency Support (Remote with Onsite).<\/strong> ONLY IN CASES OF SYSTEM OR NETWORK WIDE EMERGENCY, Netsurit will be available 24 X 7 for Remote Support. Any issues that cannot be resolved remotely, Netsurit will dispatch a technician for same day Onsite Support service. Client must provide Netsurit access to Client System.<\/li><\/ul><p><strong>SUPPLEMENTAL SERVICES<\/strong><\/p><p>If Client has selected Supplemental Services, then specifics are defined on the Supplemental Services Terms of Service.<\/p><p><strong>CLIENT\u2019S OBLIGATIONS<\/strong><\/p><p>Any authorized Client employee may make service requests using the following methods with the related degrees of priority.<\/p><table><tbody><tr><td width=\"208\">Notification Method<\/td><td width=\"208\">Contact Information<\/td><td width=\"208\">Priority Level<\/td><\/tr><tr><td width=\"208\">Telephone Support<\/td><td width=\"208\">888-825-0370 x1<\/td><td width=\"208\">High Priority<\/td><\/tr><tr><td width=\"208\">Email Support<\/td><td width=\"208\"><a href=\"mailto:support@netsurit.com\">support@netsurit.com<\/a><\/td><td width=\"208\">Low Priority<\/td><\/tr><tr><td width=\"208\">Client Portal<\/td><td width=\"208\"><a href=\"https:\/\/myportal.netsurit.com\">https:\/\/myportal.netsurit.com<\/a><\/td><td width=\"208\">Low Priority<\/td><\/tr><tr><td width=\"208\">Telephone \/ Email Account Executive<\/td><td width=\"208\">Information Provided at Signing<\/td><td width=\"208\">Planning \/ Escalation<\/td><\/tr><\/tbody><\/table><p>Client will make Client System available to Netsurit via remote access at all times through the use of a secure connection, firewall and a dedicated high speed Internet connection which Client agrees to maintain at all times.<\/p><p><strong>CHARGES<\/strong><\/p><p>In consideration of Netsurit\u2019s performance of Services pursuant to these Managed Services Terms, Client shall pay Netsurit the monthly rate as defined in the referencing Order. Any changes to the Client System will amount to an additional monthly fee. This amount is to be paid in monthly installments. The initial installment is payable upon the execution of this Agreement by both parties.<\/p><p>Additional service hours outside the scope of these Terms are billed at the Hourly Rate.<\/p><p>If Client has selected the Managed Services (Remote Only) option, all Onsite Support is billed at the Onsite Support Hourly Rate indicated on the referencing Order.<\/p><p>All software and hardware costs are the responsibility of Client.<\/p><p>Printer hardware failure repair is outside the scope of this Agreement. Netsurit will outsource printer hardware repairs to manufacturer or a third-party vendor. Service charges may apply.<\/p><p><strong>DEFINITIONS<\/strong><\/p><p>\u201cOnsite Support\u201d means any assistance provided by Netsurit that is done on Client System that requires physical presence at Client location.<\/p><p>\u201cRemote Support\u201d means any assistance provided by Netsurit that is done on Client System without physical presence at Client location.<\/p><p><a href=\"https:\/\/netsurit.com\/en-us\/inc\/legal\/\">&gt; BACK TO LEGAL<\/a><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-534df78\" data-id=\"534df78\" data-element_type=\"column\" data-e-type=\"column\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Trusted By Terms of Service Updated as of June 22, 2022 These Managed Services Terms of Service (\u201cManaged Services Terms\u201d) govern Client\u2019s use of Netsurit\u2019s Managed Services. By subscribing to or using Netsurit\u2019s Managed Services, Client agrees to be bound by these Managed Service Terms, which are incorporated into the Netsurit Master Service Agreement between [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":9785,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"nf_dc_page":"","content-type":"","footnotes":""},"page-category":[],"city":[],"service":[],"class_list":["post-11322","page","type-page","status-publish","hentry"],"acf":[],"_yoast_wpseo_title":"","_yoast_wpseo_metadesc":"Review Netsurit's Managed Services Terms detailing service subscriptions, support levels, client obligations, and billing policies.","yoast_noindex":false,"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.0 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Managed Services Terms - Netsurit US<\/title>\n<meta name=\"description\" content=\"Review 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