Excluded Services

 

Excluded items from all Programs

Excluded services not provided by MSP:

  1. Any service not specifically identified as included under this SOW.
  2. Parts, equipment, or software not covered by vendor/manufacturer warranty or support.
  3. The cost of any software, licensing, or software renewal or upgrade fees.
  4. The cost of any 3rd party vendor or manufacturer support or incident fees.
  5. The cost to bring Customer’s environment up to minimum standards required for services.
  6. Maintenance of application software packages, whether acquired from Company or any other source.
  7. Data restoration due to failed hardware or software corruption.
  8. Any response to or remediation of an identified security incident (ransomware, business email compromise, data exfiltration, etc.).

Any and all services or labor provided by MSP in support of systems, users, or devices not expressly covered under this Agreement shall be considered Additional Services, and will be billed separately in accordance with the rates and terms set forth in SOW Exhibit A. Additional Services may be quoted and invoiced individually and will be clearly identified to the Client as they arise.

What Is Not Included in Bumper-Bumper

Bumper-Bumper Care, MSP’s All-In Services offering applies solely to covered devices and users that have been explicitly identified to MSP by the Client and meet the following criteria:

  • Devices must have MSP’s approved software stack installed and be designated as managed by MSP; and
  • Users must be identified by the Client and have an active corporate email address and/or directory account (e.g., Microsoft Entra ID, Active Directory).

Any users or devices that do not meet these criteria shall be considered outside the scope of the Bumper-Bumper program. MSP shall have no obligation to provide support for such users or devices under this Agreement unless otherwise agreed in writing.

Any and all services or labor provided by MSP in support of systems, users, or devices not expressly covered under this Agreement shall be considered Additional Services, and will be billed separately in accordance with the rates and terms set forth in the SOW Exhibit A. Additional Services may be quoted and invoiced individually and will be clearly identified to the Client as they arise.

Without limiting the foregoing, the following are specifically excluded from the scope of Bumper-Bumper Services and will be deemed Additional Services if performed:

Project / Integration Work” Defined as any service designated to add or increase functionality or capacity; in other words, any work that is not designed to support existing systems or persons. Project / Integration work will be identified to the Client, to the extent possible, before any work is performed. Note for Moves and Changes of 5 or more devices and/or users will be considered a separate project.

“New PC device additions” Setup of new PC devices are charged at a flat rate set forth in the SOW Exhibit A per device for devices purchased. PC devices purchased from MSP receive a discounted flat rate as set forth in the SOW Exhibit A.

“Home and/or personal devices” Defined as any support for any home and/or personal devices such as home computers and/or personal laptops not containing MSP’s approved software stack. These devices are outside the scope of this SOW.

“Line of Business Applications” Defined as applications such as custom accounting packages, CRM (Customer Relationship) software, ERP (Enterprise Resource Planning) software, etc. that are not specifically mentioned herein fall outside the normal purview of this Addendum. MSP will work with “Line of Business Applications” vendors for basic system configuration and connectivity issues as part of the Additional Services. Outside vendor fees including Line of Business Application vendors will be billed to Client as incurred.

“Hardware/software Replacement Cost” Defined as the cost associated with hardware/software replacement falls outside this agreement. Hardware/software replacement can take the form of warranty, extended warranty, manufacturer’s support contract, on-site spares, or purchases as needed. Hardware/software replacement options will be discussed with the Client to be sure an appropriate hardware strategy exists for all critical equipment.