Definitions:

A technical error refers to an issue that arises due to hardware or software malfunctions, configuration errors, system bugs, or network failures under normal operating conditions.

This includes:

  • Software glitches or failures (OS, applications, etc.)
  • Network outages (LAN or internal systems)
  • Configuration errors that impact system performance
  • Hardware malfunctions (servers, workstations, etc.)
  • Security breaches due to system vulnerabilities

Definition of Reactive Support

Reactive support refers to time spent addressing unexpected issues, incidents, or failures that arise without prior notice, including:

  • Resolving hardware or software malfunctions
  • Troubleshooting network outages or system failures
  • Fixing security vulnerabilities or responding to security breaches
  • Addressing user-generated incidents such as accidental deletions or misconfigurations

Exclusions:

Up Time Guarantee Exclusions:

Our guarantee covers technical errors that arise within systems we directly manage.

However, there are exclusions to this guarantee for issues beyond our control, including but not limited to:

  • Power/Utility Failures: Interruptions caused by local or regional utility outages.
  • ISP Failures: Downtime or disruptions due to third-party Internet Service Providers.
  • Natural Disasters or Acts of God: Events such as floods, fires, hurricanes, earthquakes, or other uncontrollable natural events.
  • Third-Party Vendor Failures: Issues caused by third-party software or service providers that are not within our control or management scope.

If the cause of the error falls under these exclusions, we will work with you to help coordinate a resolution but cannot be held responsible for the impacts caused by these external factors.

Save Time Guarantee Exclusions

This credit will not apply if the reactive support time exceeds 25 hours due to:

  • Industry-Specific Software: Issues caused by third-party, industry-specific software that we do not manage directly or that is outside the scope of our services.
  • Client-Managed Systems: Problems arising from client-managed systems or third-party hardware/software that are not under our management or control.
  • External Factors: Downtime or disruptions due to power outages, Internet Service Provider (ISP) failures, natural disasters, or other external factors beyond our control.