Services Guide

This Services Guide contains provisions that define, clarify, and govern the scope of the services described in the quote or proposal or SOW that has been provided to you (known as the “Quote”), as well as the policies and procedures that we follow (and to which you agree) when we provide a service to you or facilitate a service for you.  If you do not agree with the terms of this Services Guide, you should not sign the Quote and you must contact us for more information.

This Services Guide is our “owner’s manual” that generally describes all managed services provided or facilitated by Pure IT Credit Union Services, LLC (“Pure IT,” “we,” “us,” or “our”); however, only those services specifically described in the Quote will be facilitated and/or provided to you (collectively, the “Services”).

This Services Guide is governed under our Master Services Agreement (“MSA”).  You may locate our MSA through the link in your Quote or, if you want, we will send you a copy of the MSA by email upon request. Capitalized terms in this Services Guide will have the same meaning as the capitalized terms in the MSA, unless otherwise indicated below.

Activities or items that are not specifically described in the Quote will be out of scope and will not be included unless otherwise agreed to by us in writing.

This Services Guide contains important provisions pertaining to the auto-renewal of the Services in the Quote, as well as fee increases that may occur from time-to-time.  Please read this Services Guide carefully and keep a copy for your records.

Assessment / Audit / Discovery Services

In the Assessment / Audit / Discovery phase of our services, we audit your infrastructure, operations, technology, configurations or managed information, related to the technology environment (the “Environment”) to determine the readiness for, compatibility with, roadmap development or ongoing managed services. Our Environment services may be comprised of some or all of the following:

• Audit to determine general Environment readiness and functional capability with a report provided to the client
• Review of hardware and software configurations
• Review of current vendor service / warranty agreements for Environment hardware and software
• Basic security vulnerability check
• Basic backup and file recovery solution audit
• Speed test and ISP audit
• Microsoft Configuration
• Email and website hosting audit
• IT support process audit
• As a part of discovery, the process can include capturing inventory of network firewalls, routers, switches, workstations, servers, Active Directory, software, applications, printers, VDI deployments, end-users and, or storage requirements.
• Tool Deployment to support information gathering, including quantities, OS versions, Firmware versions, make/model, current support contract, virtual/on-prem, and patch status.

If deficiencies are discovered during the auditing process (such as outdated equipment or unlicensed software), we will bring those issues to your attention and discuss the impact of the deficiencies on our provision of the Services and provide you with options to correct the deficiencies.  Please note, unless otherwise expressly agreed by us in writing, auditing services do not include the remediation of any issues, errors, or deficiencies (“Issues”), and we cannot guarantee that all Issues will be detected during the auditing process.  Issues that are discovered in the Environment after the auditing process is completed may be addressed in one or more subsequent quotes.

Consulting, Implementation & Remediation Services

Pure IT provides numerous Strategic Consulting, Implementation and Remediation Services Engagement. Please contact us for current offerings related to your infrastructure, organization or security needs.

Onboarding Services

In the Onboarding phase of our services, we will prepare your IT environment for the monthly managed services described in the Quote. During this phase, we will work with your Authorized Contact(s) to review the information we need to prepare the targeted environment, which may include, as applicable for the service:

• Uninstall any monitoring tools or other software installed by previous IT service providers.
• Review client provided inventory of all managed servers, workstations, and laptops and validate against onboarding.
• Uninstall any previous endpoint protection and install our managed security solutions (as indicated in the Quote).
• Install remote support access agents (i.e., software agents) on each managed device to enable remote support.
• Configure Windows® and application patch management agent(s) and check for missing security updates.
• Document firewall configuration and other network infrastructure devices.
• Capture existing business continuity strategy and status; prepare backup file recovery and incident response option for consideration.
• Document device password policies.
• Post Onboarding, Pure IT can make recommendations for changes that should be considered to the managed environment.

This list is subject to change if we determine, at our discretion, that different or additional onboarding activities are required.

If deficiencies are discovered during the onboarding process, we will bring those issues to your attention and discuss the impact of the deficiencies on our provision of our monthly managed services.  Please note, unless otherwise expressly stated in the Quote, onboarding-related services do not include the remediation of any issues, errors, or deficiencies (“Issues”), and we cannot guarantee that all Issues will be detected during the onboarding process.

The duration of the onboarding process depends on many factors, many of which may be outside of our control—such as product availability/shortages, required Third-Party vendor input, etc.  As such, we can estimate, but cannot guarantee, the timing and duration of the onboarding process.  We will keep you updated as the onboarding process progresses.

Ongoing / Recurring Services Descriptions

Ongoing/recurring services are services that are provided to you or facilitated for you on an ongoing basis and, unless otherwise indicated in a Quote, are billed to you monthly. Some ongoing/recurring services will begin with the commencement of onboarding services; others will begin when the onboarding process is completed.  Please direct any questions about start or “go live” dates to your Technical Account Manager, Pure IT’s PMO or designated Support Resource.

Consulting | Professional Managed Services

vCIO

(Virtual Chief Information Officer)

Act as a fractional or virtual point of contact for certain business-related IT issues and concerns as described in the Quote. Activities performed may include:

• Assist in creation of information/data-related plans and budgets.
• Provide strategic guidance and consultation across different technologies.
• Create company-specific best standards and practices.
• Provide education and recommendations for business technologies.
• Participate in scheduled meetings to maintain goals.
• Maintain technology documentation.
• Assess and make recommendations for improving technology usage and services.
• This engagement is a highly collaborative effort with the client over a period of time.

vCTO

(Virtual Chief Technology Officer)

Act as a fractional or virtual point of contact for certain business-related IT issues and concerns as described in the Quote. Activities performed may include:

• Assist in creation of information/data-related plans and budgets.
• Provide strategic guidance and consultation across different technologies.
• Create company-specific best standards and practices.
• Provide education and recommendations for business technologies.
• Participate in scheduled meetings to maintain goals.
• Maintain technology documentation.
• Assess and make recommendations for improving technology usage and services.
• This engagement is a highly collaborative effort with the client over a period of time.

vCISO

(Virtual Chief Information Security Officer)

Act as a fractional or virtual point of contact for certain business-related IT Security issues and concerns as described in the Quote. Act as experienced eyes and offer industry expertise, providing CISO-level advice and recommended efforts to supplement the InfoSec team. Activities performed may include:

• Aid management in creating a dynamic and sustainable security posture
• Proactively guide the security strategy for the organization
• Assess, Organize and Maintain with the Client, current Information Security Program and Documentation up-to-date
  • Guide the process to update and/or create the documented InfoSec Policies, Standards, and Procedures per frameworks from NCUA and the FFIEC
  • Develop/Update Policies, Standards, and Procedures around:
    • Risk Management
    • Vendor Management
    • Incident Management
    • Vulnerability Management
    • Privacy and Security
• Per NCUA and FFIEC Guidance, evaluate the gaps
• This engagement is a highly collaborative effort with the client over a period of time.

Continuous Vulnerability Analysis

Implementation and facilitation of an industry-recognized vulnerability scanning solution from a Pure IT designated Third-Party Provider in conjunction with a vCISO, Professional Managed Services engagement.

Pure IT has developed a way to proactively address vulnerabilities in an organization’s environment by conducting at least quarterly scans to keep our partners on the offensive. Each quarter Pure IT will actively scan the environment to identify public facing resources, visualize the connectivity between these assets, and provide an actionable security report on the potential misconfiguration and vulnerabilities. Passive internal scanning of the client’s environment also supports a holistic vantage of gaps and areas for remediation or prevention. (This service can be included with our vCISO engagements, as an addon).

Benefits of this addon:

• Comprehensive reporting from the scans
• Results review and summary of analysis along with recommendations.

Consulting, Engineering or Remediation as a Service Agreements

On rare occasions, when scoping is ineffective. Consulting or Remediation as a Service (RaaS) agreements can meet the needs of an organization. If you purchase consulting hours or a RaaS engagement from Pure IT, then we will provide our consulting services to you as described in a Quote (“Services”). If not written in a Quote, (i) the specific scope, timing, term, and pricing of the Services (collectively, “Specifications”) will be determined between you and us at the time that you request the Services from us and (ii) Unused hours do not roll over beyond the term and are non-refundable.

You and we may finalize the Specifications (i) by exchanging emails confirming the relevant terms, or (ii) by you agreeing to an invoice, purchase order, or similar document we send to you that describes the Specifications (an “Invoice”), or in some cases, (iii) by us performing the Services or delivering the applicable deliverables in conformity with the Specifications.

If we provide you with an email or an Invoice that contains details or terms for the Services that are different than the terms of the Quote, then the terms of the email or Invoice (as applicable) will control for those Services only.

A Service will be deemed completed upon our final delivery of the applicable portions of Specifications unless a different completion milestone is expressly agreed upon in the Specifications (“Service Completion”).  Any defects or deviations from the Specifications must be pointed out to us, in writing, within ten (10) days after the date of Service Completion.  After that time, any issues or remedial activities related to the Services will be billed to you at our then-current hourly rates.

Unless we agree otherwise in writing, Services will be provided only during our normal business hours, which are currently 7 AM – 7 PM CST.  Services provided outside of our normal business hours are subject to increased fees and technician availability and require your and our mutual consent to implement.

The priority given to implementing the Services will be determined in our reasonable discretion, considering any milestones or deadlines expressly agreed upon in an invoice or email from Pure IT.  If no specific milestone or deadline is agreed upon, then the Services will be performed in accordance with your needs, the specific requirements of the job(s), and technician availability.

Infrastructure Management | Managed Services

Fully-Managed Windows Workstation Management with End User Support

Remote Helpdesk: Remote support provided during normal business hours for managed devices and covered software

• End user support is available via Phone, Email, Portal requests
  • All client users may open tickets
• Answer questions and offer support for the included services.
• Tiered-level support provides a smooth escalation process and helps to ensure effective solutions.
• User Administration (AD)
  • Add/remove/change users
  • PW resets

Device Management:

• Anti-Virus deployment and monitoring during normal business hours
• Windows Patching deployment and reporting
  • Remotely deploy updates (e.g., x.1 to x.2), as well as bug fixes, minor enhancements, and security updates as deemed necessary on all managed hardware.
  • Perform minor hardware upgrades and software installations for managed hardware.
  • Perform minor installations (i.e., tasks that can be performed remotely and typically take less than thirty (30) minutes to complete).
  • Deploy, manage, and monitor the installation of approved service packs, security updates and firmware updates as deemed necessary on all applicable managed hardware.Please note: We will keep all managed hardware and managed software current with critical patches and updates (“Patches”) as those Patches are released generally by the applicable manufacturers.  Patches are developed by Third-Party vendors and, on rare occasions, may make the Environment, or portions of the Environment, unstable or cause the managed equipment or software to fail to function properly even when the Patches are installed correctly.  We will not be responsible for any downtime or losses arising from or related to the installation or use of any Patch.  We reserve the right, but not the obligation, to refrain from installing a Patch if we are aware of technical problems caused by a Patch, or we believe that a Patch may render the Environment, or any portion of the Environment, unstable.
• Limited Third-party App* Deployment and Patching
  • Pure IT includes active, approved third-party applications within the applicable quote*
• Software agents installed in covered workstations report status and IT-related events; alerts are generated and responded to in accordance with the Service Levels described below.
• Capacity monitoring, alerting us to severely decreased or low disk capacity (covers standard fixed HDD and SSD partitions, not external devices such as USB or mapped network drives).
• Performance monitoring, alerting us to unusual processor or memory usage.
• Endpoint protection agent monitoring, alerting us to potential security vulnerabilities.
• Secure remote connectivity to the workstation and collaborative screen sharing.
• Optional based on client desire and establishment is for patch testing: installation of updates and patches with review before full adoption. Available through tool automation.
• Asset inventory and workstation information collection.

Hardware Support: Best effort support – Pure IT will work as a liaison between the client and the hardware vendor to coordinate warranty and repair/support needs.

Peripherals Support: Best effort support – Pure IT can assist with the installation of drivers and support for peripherals (i.e., printers, keyboard and mouse, monitors, and other USB devices). The devices must meet hardware and OS requirements, and in the case of unique peripherals, a vendor agreement or contact for support may be needed.

Endpoint Antivirus & Malware Protection: Implementation and facilitation of a top-tier endpoint malware protection solution from our designated Third-Party Provider.  Features include:

• Artificial intelligence and machine learning to provide a comprehensive and adaptive protection paradigm to managed endpoints.
• Detection of unauthorized behaviors of users, applications, or network servers.
• Blocking of suspicious actions before execution.
• Analyzing suspicious app activity in isolated sandboxes.
• Antivirus and malware protection for managed devices such as laptops, desktops, and servers.
• Protection against file-based and fileless scripts, as well as malicious JavaScript, VBScript, PowerShell, macros and more.
• Whitelisting for legitimate scripts.
• Detection of advanced phishing attacks.

Windows Server Management

Server Management: Implementation and facilitation of server management.  Features include:

• Patch management for Microsoft and covered third-party applications
  • Remotely deploy updates (e.g., x.1 to x.2), as well as bug fixes, minor enhancements, and security updates as deemed necessary on all managed hardware.
  • Perform minor hardware and software installations and upgrades of managed hardware.
  • Perform minor installations (i.e., tasks that can be performed remotely and typically take less than thirty (30) minutes to complete).
  • Deploy, manage, and monitor the installation of approved service packs, security updates and firmware updates as deemed necessary on all applicable managed hardware.Please note: We will keep all managed hardware and managed software current with critical patches and updates (“Patches”) as those Patches are released generally by the applicable manufacturers.  Patches are developed by Third-Party vendors and, on rare occasions, may make the Environment, or portions of the Environment, unstable or cause the managed equipment or software to fail to function properly even when the Patches are installed correctly.  We will not be responsible for any downtime or losses arising from or related to the installation or use of any Patch.  We reserve the right, but not the obligation, to refrain from installing a Patch if we are aware of technical problems caused by a Patch, or we believe that a Patch may render the Environment, or any portion of the Environment, unstable.
• Anti-virus Protection for Windows devices
• Software Inventory
• Updates to current configurations for managed hardware.
• Software agents installed in covered servers report status and IT-related events on a 24×7 basis; alerts are generated and responded to in accordance with the Service Levels described below.
• Secure remote connectivity to the server and collaborative screen sharing
• Review and installation of updates and patches for Windows and supported software
• Asset inventory and server information collection

Server Monitoring: Implementation and facilitation of a top-tier backup monitoring solution from our designated Third-Party Provider.  Features include:

• Online status monitoring, alerting us to potential failures or outages
• Capacity monitoring, alerting us to severely decreased or low disk capacity (covers standard fixed HDD and SSD partitions, not external devices such as USB or mapped network drives)
• Performance monitoring, alerting us to unusual processor or memory usage
• Server essential service monitoring, alerting us to server role-based service failures
• Endpoint protection agent monitoring, alerting us to potential security vulnerabilities
• Note: Backup monitoring is limited to monitoring activities only and is not a backup and file recovery solution.

Windows Server Backups Management

Server Backups: Implementation and facilitation of an approved top-tier backup and file recovery solution managed by Pure IT.  Features include:

• 24/7 Windows monitoring and logging of backup system, including offsite backup, offsite replication, and an onsite backup appliance (“Backup Appliance”).
• Troubleshooting and remediation of failed backup disks.
• Firmware and software updates of backup appliance.
• Problem analysis by the Support team.
• Monitoring of backup successes and failures.
• Frequency of backup will impact frequency of recovery verification.
• Monitoring backup status for certain backup applications then-installed in the managed environment, such as successful completion of backup, failure errors, and destination free space restrictions/limitations.
• Helping ensure adequate access to Client’s data on the event of loss of data or disruption of certain existing backup applications.

Recovery of Data: If you need to recover any of your backed up data, follow normal protocol

Backup Data Security:  All backed up data is encrypted in transit and at rest in 256-bit AES encryption.  All facilities housing backed up data implement physical security controls and logs, including security cameras, and have multiple internet connections with failover capabilities.

Backup Alerts: Managed servers will be configured to inform of any backup failures.

Backup Retention: Backed up data will be retained for the periods indicated below, unless a different time period is expressly stated in the Quote. This includes both on-premise and cloud backups.

Cloud Backups: All cloud backups will be stored in a secure, off-site location that meets the organization’s security standards. Cloud backups will be performed daily and retained on a rolling thirty (30) day basis.

On-Premise Backups: All on-premise backups will be stored on a Network Attached Storage (NAS) device, which will be kept in a secure location with restricted access. On-premise backups should be performed daily and retained on a rolling thirty (30) day basis. Clients should refer to their policy and regulatory requirements to ensure alignment.

Restoration Time: We will endeavor to restore backed up data as quickly as possible following our receipt of a request to do so; however, in all cases data restoration services are subject to (i) technician availability and (ii) confirmation that the restoration point(s) is/are available to receive the backed up data.

Fully-Managed Firewall Management

Firewall Management: Help to prevent hackers from accessing internal network(s) from outside the network(s), while providing secure and encrypted remote network access; provides antivirus scanning for all traffic entering and leaving the managed network; provides website content filtering functionality.

• Move, add, change, delete (MACD) – Change control process form required for all requested changes
  • Standard change examples:
    • URL filtering changes
    • Security Policies
    • NAT Policies
    • Site-to-site VPN
• Software Upgrades
• Monitoring and Alerting
• Monthly Pure IT standard automated reporting, based on technology under management

Device/Procurement (HaaS): Pure IT can assist clients with determining appropriate technology or facilitating procurement as needed.

Service Exclusions:

• On-site Support
• Co-management. (Read-only access will be provided to the client.)
• SIEM/SOC services (Pure IT can provide partner options for these services)
• Audit findings analysis and identification of remediation needs (covered by applicable CISO services, add on service)
• Custom reports

Fully-Managed SASE Management

(Secure Access Service Edge)
(Firewall, Network, SD-WAN)

SASE Management: Pure IT can support implementation, subscription procurement and management of the following solutions:

• CATO

Fully-Managed Network (LAN) Management

(Local Area Network)

Network Infrastructure Management Includes:

• Move, add, change, delete (MACD) – Change control process form required for all requested changes
• Configuration Management
• Vulnerability Remediation, at client request
• Firmware Management
• Network Monitoring

Supported Network Devices, not inclusive:

• Meraki
• Cisco
• Dell
• HP

Fully-Managed SD-WAN Management

(Software-defined Wide Area Network)

SD-WAN Management: Pure IT can support implementation and management of the following solutions:

• VeloCloud

WatchTower Device

Pure IT uses a WatchTower Device to support management and provide another avenue for access should components of the system fail.

A WatchTower is typically used for Firewall Management, Network/LAN Management, or Virtualized Infrastructures under management.

Co-Managed Managed Services

Pure IT does not offer Co-Managed Services.

However, Pure IT does not make changes without the Client’s consent, acknowledgment, or express permission, following a defined Change Control process.

Virtual Infrastructure | Managed Services

Fully-Managed Virtual Desktop (VDI) Management

VDI Management: Implementation and facilitation of VDI management.  Features include:

• Unified Access Gateway, UAG (up to 2 devices for redundancy)
  • Configuration management
  • Integration w/ existing MFA provider
  • Monitoring – uptime
  • Major security updates
• Application Management (1 Master Image)
  • Pure IT will clone the master image for the test pool, release, production (3 pools total). Production and Testing images are included.
  • Pure IT will have exclusive management of the Master Image. A change control process in place for the client to request changes the Master Image.
• VDI management via Active Directory groups
  • To set up a new user, the client will add the user to the applicable AD group.
• Connection Server Management (up to 2 devices)
  • Patching/Updates – Windows
  • Major Security updates
  • Monitoring – uptime
• KMS Server Management (1 device)
  • Patching/Updates – Windows
  • Major Security updates
  • Monitoring – uptime
• Load Balancing (1 device)
  • Patching/Updates
  • Major Security updates
  • Monitoring – uptime
• Redundant File Server Cluster (up to 2 devices)
  • Patching/Updates – Windows
  • Major Security updates
  • Monitoring – uptime
• Integration with Pure IT supported MFA provider
  • Enrollment Servers using Azure AD

The following managed services are not included in Managed VDI, but may be added on for additional efficiency or an improved partnership experience:

• Virtual Infrastructure Management (includes vSphere Cluster Preparation/Configuration)
• Nvidia GPU Management (includes ESXi updates to Nvidia components)
• VDI Multi-site Management (includes replication and failover)
• Server Management and Backups
• Desktop Management and End User Support (includes Application Support, Peripheral Support and MFA support)

Security | Additional Services Provided in tandem with Professional Managed Services

Managed Detection & Response (MDR)

Implementation and facilitation of a Pure IT approved top-tier MDR solution from a designated Third-Party Provider. MDR is supported for clients with Full-Managed Services, and a Professional Managed Services Engagement (vCISO, vCTO or vCIO) for ongoing analysis support.

Features vary based on the MDR partner selected by the Client.

Security Incident & Event Monitoring (SIEM)

Implementation and/or facilitation of an industry leading SIEM solution from a Pure IT designated Third-Party Provider. The SIEM service utilizes threat intelligence to detect threats that can exploit potential vulnerabilities against your managed network. Pure IT is not a SIEM, nor does Pure IT maintain a SIEM Solution. A SIEM engagement can be faciliated through a Third-Party Partnership to support continuity and cohesion of an agreement.

Monitoring: A SIEM service detects threats from external facing attacks as well as potential insider threats and attacks occurring inside the monitored network. Threats are correlated against known baselines to determine the severity of the attack.

Alerts & Analysis:   Threats are reviewed and analyzed by third-party analysts to determine true/false positive dispositions and actionability. If it is determined that the threat was generated from an actual security-related or operationally deviating event (an “Event”), then you will be notified of that Event.

Events are triggered when conditions on the monitored system meet or exceed predefined criteria (the “Criteria”). Since the Criteria are established and optimized over time, the first thirty (30) days after deployment of the SIEM services will be used to identify a baseline of the Client’s environment and user behavior.  During this initial thirty (30) day period, Client may experience some “false positives” or, alternatively, during this period not all anomalous activities may be detected.

Note: The SIEM service is a monitoring and alert-based system only; remediation of detected or actual threats are not within the scope of this service and may require Client to retain Pure IT’s services on a time and materials basis.

Licensing

M365 Licensing

All software provided to you by or through Pure IT is licensed, not sold, to you (“Software”).  In addition to any Software-related requirements described in Pure IT’s Master Services Agreement, Software may also be subject to end user license agreements (EULAs), acceptable use policies (AUPs), and other restrictions all of which must be strictly followed by you and any of your authorized users.

When installing/implementing software licenses in the managed environment or as part of the Services, we may accept (and you agree that we may accept) any required EULAs or AUPs on your behalf. You should assume that all Software has an applicable EULA and/or AUP to which your authorized users and you must adhere. If you have any questions or require a copy of the EULA or AUP, please contact us.

Software Licensing

The Software Licensing can be related to Veeam Points, Cato Subscription, Adlumin MDR Service, AvePoint or Mimecast, among others.

All software provided to you by or through Pure IT is licensed, not sold, to you (“Software”).  In addition to any Software-related requirements described in Pure IT’s Master Services Agreement, Software may also be subject to end user license agreements (EULAs), acceptable use policies (AUPs), and other restrictions all of which must be strictly followed by you and any of your authorized users.

When installing/implementing software licenses in the managed environment or as part of the Services, we may accept (and you agree that we may accept) any required EULAs or AUPs on your behalf. You should assume that all Software has an applicable EULA and/or AUP to which your authorized users and you must adhere. If you have any questions or require a copy of the EULA or AUP, please contact us.

Hardware Licensing

Pure IT does not provide or resale hardware or hardware licensing. Pure IT will work with the Client and the Clients preferred vendor to support where able.

Hardware Licensing is expected to be in place for all devices under management. This ensures Pure IT can support the client appropriately. Should Hardware licensing or hardware support contracts lapse, this could negatively impact the ability of Pure IT to support the client.

Covered Environment

Managed Services will be applied to the number of devices indicated in the Quote (“Covered Hardware”). The list of Covered Hardware may be modified by mutual consent (email is sufficient for this purpose); however, we reserve the right to modify the list of Covered Hardware at any time, or adjust the quantity aligned with support and the agreement, if we discover devices that were not previously included in the list of Covered Hardware and which are receiving Services, or as necessary to accommodate changes to the quantity of Covered Hardware.

Unless otherwise stated in the Quote, Covered Devices will only include technology assets (such as computers, servers, and networking equipment) owned by the Client’s organization. As an accommodation, Pure IT may provide guidance in connecting a personal device to the Client’s organization’s technology, but support of personal devices is generally not included in the Scope of Services.

Services in a quote can be billed on a per device basis (for devices) or services in a quote can be billed based on user counts.

We will provide support for outlined third-party software applications. Refer to your Quote or Agreement. Software will be supported on a “best effort” basis only and any support required beyond Level 2-type support will be facilitated with the applicable software vendor/producer.  Coverage for non-Supported Software is outside of the scope of the Quote and will be provided to you on a “best-effort” basis and a time and materials basis with no guarantee of remediation. Should our technicians provide you with advice concerning non-Supported Software, the provision of that advice should be viewed as an accommodation, not an obligation, to you.

If we are unable to remediate an issue with non-Supported Software, then you will be required to contact the manufacturer/distributor of the software for further support. Please note: Manufacturers/distributors of such software may charge fees, some of which may be significant, for technical support; therefore, we strongly recommend that you maintain service or support contracts for all non-Supported Software (“Service Contract”). If you request that we facilitate technical support for non-Supported Software, then if you have a Service Contract in place, our facilitation services will be provided at no additional cost to you.

In this Services Guide, Covered Hardware and Supported Software will be referred to as the “Environment” or “Covered Equipment.”

Physical Locations Covered by Services

Services will be provided remotely unless, in our discretion, we determine that an onsite visit is required.  Pure IT visits will be scheduled in accordance with the priority assigned to the issue (below) and are subject to technician availability.  Unless we agree otherwise, all onsite Services will be provided at Client’s primary business location.  Additional fees will apply for onsite visits. Please review the Service Level section below for more details.

Minimum Requirements / Exclusions

The scheduling, fees and provision of the Services are based upon the following assumptions and minimum requirements, all of which must be provided/maintained by Client at all times:

• Server hardware must be under current warranty coverage.
• All equipment with Microsoft Windows® operating systems must be running then-currently supported versions of such software and have all the latest Microsoft service packs and critical updates installed.
• All software must be genuine, licensed, and vendor- or OEM-supported.
• Server file systems and email systems (if applicable) must be protected by licensed and up-to-date virus protection software.
• The managed environment must have a currently licensed, vendor-supported server-based backup solution that can be monitored.
• All wireless data traffic in the managed environment must be securely encrypted.
• All servers must be connected to working UPS devices.
• Recovery coverage assumes data integrity of the backups or the data stored on the backup devices.  We do not guarantee the integrity of the backups or the data stored on the backup devices.  Server restoration will be to the point of the last successful backup.
• Client must provide all software installation media and key codes in the event of a failure.
• Any costs required to bring the Environment up to these minimum standards are not included in this Services Guide.
  • Client must provide us with exclusive administrative privileges to the Environment.
  • Client must not affix or install any accessory, addition, upgrade, equipment, or device on to the firewall, server, or NAS appliances (other than electronic data) unless expressly approved in writing by us.
• Licensing is not included in the cost of the service and must be purchased through Pure IT or provided by the client

The following details outline specific assumptions, but are not inclusive of all detail required. Please review the quote for a comprehensive list.

Desktop Management Requirements:

• Supportable version of Windows
• Agents must be installed on the device
• Devices must be on Windows OS

Firewall Management Requirements:

• Pure IT must have full admin rights and access

VDI Requirements:

• Functioning network with access to the internet for access point
• Minimum vSphere version required – HCL compatibility
• Pure IT will perform 1 VMware Horizon Major Upgrade & 1 VMware Horizon Minor Update per year, scheduled after service commencement.
• Pure IT will have full and exclusive management control
  • Client will engage Pure IT for any needs related to VDI infrastructure/management
  • Client will follow prescribed change control process for all changes to master image and related VDI infrastructure components
  • Unauthorized/Unapproved changes may result in out-of-scope remediation/fees

Exclusions.  Services that are not expressly described in the Quote will be out of scope and will not be provided to Client unless otherwise agreed, in writing, by Pure IT.  Without limiting the foregoing, the following services are expressly excluded, and if required to be performed, must be agreed upon by Pure IT in writing:

• Customization of Third-Party applications, or programming of any kind.
• Support for operating systems, applications, or hardware no longer supported by the manufacturer.
• Data/voice wiring or cabling services of any kind.
• Battery backup replacement.
• Equipment relocation.
• The cost to bring the managed environment up to these minimum requirements (unless otherwise noted in the Quote).
• The cost of repairs to hardware or any supported equipment or software, or the costs to acquire parts or equipment, or shipping charges of any kind.

Service Levels

Automated monitoring is provided on an ongoing (i.e., 24x7x365) basis.

Level 1 (P1) responses, repairs, and/or remediation services (as applicable) will be provided only during our Priority Service Hours (everyday 5 AM – 12 AM CST).

Level 2-4 (P2-P4) response, repair, and/or remediation services (as applicable) will be provided only during our Business Hours (currently M-F, 7 AM – 6 PM CST), excluding legal and Pure IT-observed holidays as listed on the Pure IT website: PureITCUSO.com.

We will respond to problems, errors, or interruptions in the provision of the Services during business hours in the timeframe(s) described below. Severity levels will be determined by Pure IT in our discretion after consulting with the Client.  All remediation services will initially be attempted remotely.

All time frames are calculated as of the time that we are notified of the applicable issue / problem by Client through our designated support portal, help desk, or by telephone at the telephone number listed in onboarding.  Notifications received in any manner other than described herein may result in a delay in the provision of remediation efforts.

Support During Off-Hours/Non-Business Hours: Technical support provided outside of our normal business hours is offered on a case-by-case basis and is subject to technician availability. If Pure IT agrees to provide off-hours/non-business hours support (“Non-Business Hour Support”), then that support will be provided on a time and materials basis (which is not covered under any Service plan), and will be billed to Client at 1.5 time the hourly rate.

All hourly services are billed in 15 minute increments, and partial increments are rounded to the next highest increment.  A one (1) hour minimum applies to all Non-Business Hour Support.

Fees

The fees for the Services will be as indicated in the Quote.

Reconciliation. Fees for certain Third-Party Services that we facilitate or resell to you may begin to accrue prior to the “go-live” date of other applicable Services. (For example, Microsoft Azure or AWS-related fees begin to accrue on the first date on which we start creating and/or configuring certain hosted portions of the Environment; however, the Services that rely on Microsoft Azure or AWS may not be available to you until a future date). You understand and agree that you will be responsible for the payment of all fees for Third-Party Services that are required to begin prior to the “go-live” date of Services, and we reserve the right to reconcile amounts owed for those fees by including those fees on your monthly invoices.

Changes to Environment.  Initially, you will be charged the monthly fees indicated in the Quote.  Thereafter, if the managed environment changes, or if the number of authorized users accessing the managed environment changes, then you agree that the fees will be automatically and immediately modified to accommodate those changes.

Travel Time.  If onsite services are provided, we will travel up to 30 minutes from our office to your location at no charge.  Time spent traveling beyond 30 minutes (e.g., locations that are beyond 30 minutes from our office, occasions on which traffic conditions extend our drive time beyond 30 minutes one-way, etc.) will be billed to you at our then current hourly rates.  In addition, you will be billed for all tolls, parking fees, and related expenses that we incur if we provide onsite services to you, unless otherwise outlined and included in the quote or statement of work.

Appointment Cancellations.  You may cancel or reschedule any appointment with us at no charge by providing us with notice of cancellation at least one business day in advance. If we do not receive a timely notice of cancellation/re-scheduling, or if you are not present at the scheduled time or if we are otherwise denied access to your premises at a pre-scheduled appointment time, then you agree to pay us a cancellation fee equal to two (2) hours of our normal consulting time (or non-business hours consulting time, whichever is appropriate), calculated at our then-current hourly rates.

Access Licensing.  One or more of the Services may require us to purchase certain “per seat” or “per device” licenses (often called “Access Licenses”) from one or more Third-Party Providers. (Microsoft “New Commerce Experience” licenses as well as Cisco Meraki “per device” licenses are examples of Access Licenses.) Access Licenses cannot be canceled once they are purchased and often cannot be transferred to any other customer. For that reason, you understand and agree that regardless of the reason for termination of the Services, fees for Access Licenses are non-mitigatable and you are required to pay for all applicable Access Licenses in full for the entire term of those licenses. Provided that you have paid for the Access Licenses in full, you will be permitted to use those licenses until they expire.

Term; Termination

The Services will commence, and billing will begin, on the date indicated in the Quote (“Commencement Date”), or upon completion of the implementation project, and will continue through the initial term listed in the Quote (“Initial Term”). We reserve the right to delay the Commencement Date until all onboarding/transition services (if any) are completed, and all deficiencies / revisions identified in the onboarding process (if any) are addressed or remediated to Pure IT’s satisfaction.

The Services will continue through the Initial Term or subsequent renewals until termination notice has provided in writing, per the Agreement, the Quote, or as indicated in this Service Guide (the “Service Term”).

Per Seat/Per Device Licensing: Regardless of the reason for the termination of the Services, you will be required to pay for all per seat or per device licenses that we acquire on your behalf through the agreed upon term. Please see “Access Licensing” in the Fees section above for more details.

Removal of Software Agents; Return of Firewall & Backup Appliances: Unless we expressly direct you to do so, you will not remove or disable, or attempt to remove or disable, any software agents that we installed in the managed environment or any of the devices on which we installed software agents.  Doing so without our guidance may make it difficult or impracticable to remove the software agents, which could result in network vulnerabilities and/or the continuation of license fees for the software agents for which you will be responsible, and/or the requirement that we remediate the situation at our then-current hourly rates, for which you will also be responsible.  Depending on the particular software agent and the costs of removal, we may elect to keep the software agent in the managed environment but in a dormant and/or unused state.

Within ten (10) days after being directed to do so, you must remove, package and ship, at your expense and in a commercially reasonable manner, all hardware, equipment, and accessories leased, loaned, rented, or otherwise provided to you by Pure IT“as a service.”  If you fail to timely return all such equipment to us, or if the equipment is returned to us damaged (normal wear and tear excepted), then we will have the right to charge you, and you hereby agree to pay, the replacement value of all such unreturned or damaged equipment.

Offboarding: Subject to the requirements in the MSA, Pure IT will off-board Client from Pure IT’s services by performing one or more of the following:

• Removal / disabling of monitoring agents the Environment.
• Removal / disabling of endpoint software from the Environment.
• Removal / disabling of Microsoft 365 from the Environment (unless the licenses for Microsoft 365 are being transferred to your incoming provider; please speak to your technician for details.)
• Termination of SQL or Remote Desktop licenses provided by Pure IT.
• Removal of credentials from the Environment.
• Removal of backup software from the Environment

Additional Policies

The following additional policies (“Policies”) apply to Services that we provide or facilitate under a Quote.  By accepting a Service for which one or more of the Policies apply, you agree to always abide by the applicable Policy.

Authenticity

Everything in the managed environment must be genuine and licensed, including all hardware, software, etc. If we ask for proof of authenticity and/or licensing, you must provide us with such proof. All minimum hardware or software requirements as indicated in a Quote or this Services Guide (“Minimum Requirements”) must be implemented and maintained as an ongoing requirement of us providing the Services to you.

Monitoring Services; Alert Services

Unless otherwise indicated in the Quote, all monitoring and alert-type services are limited to detection and notification functionalities only.  Monitoring levels will be set by Pure IT, and Client shall not modify these levels without our prior written consent.

Configuration of Third-Party Services

Certain Third-Party services provided to you under an Order may provide you with administrative access through which you could modify the configurations, features, and/or functions (“Configurations”) of those services.  However, any modifications of Configurations made by you without authorization could disrupt the Services and/or cause a significant increase in the fees charged for those Third-Party services. For that reason, we strongly advise you to refrain from changing the Configurations unless we authorize those changes. You will be responsible for paying any increased fees or costs arising from or related to changes to the Configurations.

Modification of Environment

Changes made to the Environment without our prior authorization or knowledge may have a substantial, negative impact on the provision and effectiveness of the Services and may impact the fees charged under the Quote. You agree to refrain from moving, modifying, or otherwise altering any portion of the Environment without our prior knowledge or consent.  For example, you agree to refrain from adding or removing hardware from the Environment, installing applications on the Environment, or modifying the configuration or log files of the Environment without our prior knowledge or consent.

Anti-Virus; Anti-Malware

Our anti-virus / anti-malware solution will generally protect the Environment from becoming infected with new viruses and malware (“Malware”); however, Malware that exists in the Environment at the time that the security solution is implemented may not be capable of being removed without additional services, for which a charge may be incurred.  We do not warrant or guarantee that all Malware will be detected, avoided, or removed, or that any data erased, corrupted, or encrypted by Malware will be recoverable.  To improve security awareness, you agree that Pure IT or its designated Third-Party affiliate may transfer information about the results of processed files, information used for URL reputation determination, security risk tracking, and statistics for protection against spam and malware. Any information obtained in this manner does not and will not contain any personal or confidential information.

Breach/Cyber Security Incident Recovery

Unless otherwise expressly stated in the Quote, the scope of the Services does not include the remediation and/or recovery from a Security Incident (defined below).  Such services, if requested by you, will be provided on a time and materials basis under our then-current hourly labor rates.  Given the varied number of possible Security Incidents, we cannot and do not warrant or guarantee (i) the amount of time required to remediate the effects of a Security Incident (or that recovery will be possible under all circumstances), or (ii) that all data or systems impacted by the incident will be recoverable or remediated.  For the purposes of this paragraph, a Security Incident means any unauthorized or impermissible access to or use of the Environment, or any unauthorized or impermissible disclosure of Client’s confidential information (such as user names, passwords, etc.), that (i) compromises the security or privacy of the information or applications in, or the structure or integrity of, the managed environment, or (ii) prevents normal access to the managed environment, or impedes or disrupts the normal functions of the managed environment.

Environmental Factors

Exposure to environmental factors, such as water, heat, cold, or varying lighting conditions, may cause installed equipment to malfunction.  Unless expressly stated in the Quote, we do not warrant or guarantee that installed equipment will operate error-free or in an uninterrupted manner, or that any video or audio equipment will clearly capture and/or record the details of events occurring at or near such equipment under all circumstances.

Fair Usage Policy

Our Fair Usage Policy (“FUP”) applies to all services that are described or designated as “unlimited” or which are not expressly capped in the number of available usage hours per month.  An “unlimited” service designation means that, subject to the terms of this FUP, you may use the applicable service as reasonably necessary for you to enjoy the use and benefit of the service without incurring additional time-based or usage-based costs.  However, unless expressly stated otherwise in the Quote, all unlimited services are provided during our normal business hours only and are subject to our technicians’ availabilities, which cannot always be guaranteed.  In addition, we reserve the right to assign our technicians as we deem necessary to handle issues that are more urgent, critical, or pressing than the request(s) or issue(s) reported by you.  Consistent with this FUP, you agree to refrain from (i) creating urgent support tickets for non-urgent or non-critical issues, (ii) requesting excessive support services that are inconsistent with normal usage patterns in the industry (e.g., requesting support in lieu of training), (iii) requesting support or services that are intended to interfere, or may likely interfere, with our ability to provide our services to our other customers.

Backup (BDR) Services

All data transmitted over the Internet may be subject to malware and computer contaminants such as viruses, worms and trojan horses, as well as attempts by unauthorized users, such as hackers, to access or damage Client’s data.  Neither Pure IT nor its designated affiliates will be responsible for the outcome or results of such activities.

BDR services require a reliable, always-connected internet solution.  Data backup and recovery time will depend on the speed and reliability of your internet connection.  Internet and telecommunications outages will prevent the BDR services from operating correctly.  In addition, all computer hardware is prone to failure due to equipment malfunction, telecommunication-related issues, etc., for which we will be held harmless.  Due to technology limitations, all computer hardware, including communications equipment, network servers and related equipment, has an error transaction rate that can be minimized, but not eliminated.  Pure IT cannot and does not warrant that data corruption or loss will be avoided, and Client agrees that Pure IT shall be held harmless if such data corruption or loss occurs.  Client is strongly advised to keep a backup of all of stored data to mitigate against the unintentional loss of data.

Procurement

Should equipment or software be procured by Pure IT on Client’s behalf (“Procured Equipment”) it may be covered by one or more manufacturer warranties, which will be passed through to Client to the greatest extent possible.  By procuring equipment or software for Client, Pure IT does not make any warranties or representations regarding the quality, integrity, or usefulness of the Procured Equipment.  Certain equipment or software, once purchased, may not be returnable or, in certain cases, may be subject to Third-Party return policies and/or re-stocking fees, all of which shall be Client’s responsibility in the event that a return of the Procured Equipment is requested.  Pure IT is not a warranty service or repair center.  Pure IT will facilitate the return or warranty repair of Pure IT Procured Equipment; however, Client understands and agrees that (i) the return or warranty repair of Procured Equipment is governed by the terms of the warranties (if any) governing the applicable Procured Equipment, for which Pure IT will be held harmless, and (ii) Pure IT is not responsible for the quantity, condition, or timely delivery of the Procured Equipment once the equipment has been tendered to the designated shipping or delivery courier.

Business Review / IT Strategic Planning Meetings

We strongly suggest that you participate in business review and/or strategic planning meetings as may be requested by us from time to time. These meetings are intended to educate you about recommended (and potentially crucial) modifications to your IT environment, as well as to discuss your company’s present and future IT-related needs. These reviews can provide you with important insights and strategies to make your managed IT environment more efficient and secure.   You understand that by suggesting a particular service or solution, we are not endorsing any specific manufacturer or service provider.

VCTO, VCISO, or VCIO Services

The advice and suggestions provided by us in our capacity as a virtual chief technology or virtual chief information officer (if applicable) will be for your informational and/or educational purposes only.  Pure IT will not hold an actual director or officer position in Client’s company, and we will neither hold nor maintain any fiduciary relationship with Client.  Under no circumstances shall Client list or place Pure IT on Client’s corporate records or accounts.

Sample or Template Policies, Procedures.

From time to time, we may provide you with sample (i.e., template) policies and procedures for use in connection with Client’s business (“Sample Policies”).  The Sample Policies are for your informational use only, and do not constitute or comprise legal or professional advice, and the policies are not intended to be a substitute for the advice of competent counsel.  You should seek the advice of competent legal counsel prior to using or distributing the Sample Policies, in part or in whole, in any transaction.  We do not warrant or guarantee that the Sample Policies are complete, accurate, or suitable for your (or your customers’) specific needs, or that you will reduce or avoid liability by utilizing the Sample Policies in your (or your customers’) business operations.

Penetration Testing; Vulnerability Scanning

You understand and agree that security devices, alarms, or other security measures, both physical and virtual, may be tripped or activated during the penetration testing and/or vulnerability scanning processes, despite our efforts to avoid such occurrences.  You will be solely responsible for notifying any monitoring company and all law enforcement authorities of the potential for “false alarms” due to the provision of the penetration testing or vulnerability scanning services, and you agree to take all steps necessary to ensure that false alarms are not reported or treated as “real alarms” or credible threats against any person, place, or property.  Some alarms and advanced security measures, when activated, may cause the partial or complete shutdown of the Environment, causing substantial downtime and/or delay to your business activities.  We will not be responsible for any claims, costs, fees, or expenses arising or resulting from (i) any response to the penetration testing or vulnerability scanning services by any monitoring company or law enforcement authorities, or (ii) the partial or complete shutdown of the Environment by any alarm or security monitoring device.

No Third-Party Scanning

Unless we authorize such activity in writing, you will not conduct any test, nor request or allow any Third-Party to conduct any test (diagnostic or otherwise), of the security system, protocols, processes, or solutions that we implement in the managed environment (“Testing Activity”).  Any services required to diagnose or remediate errors, issues, or problems arising from unauthorized Testing Activity are not covered under the Quote, and if you request us (and we elect) to perform those services, those services will be billed to you at our then-current hourly rates.

Obsolescence

If at any time any portion of the managed environment becomes outdated, obsolete, reaches the end of its useful life, or acquires “end of support” status from the applicable device’s or software’s manufacturer (“Obsolete Element”), then we may designate the device or software as “unsupported” or “non-standard” and require you to update the Obsolete Element within a reasonable time period.  If you do not replace the Obsolete Element reasonably promptly, then in our discretion we may (i) continue to provide the Services to the Obsolete Element using our “best efforts” only with no warranty or requirement of remediation whatsoever regarding the operability or functionality of the Obsolete Element, or (ii) eliminate the Obsolete Element from the scope of the Services by providing written notice to you (email is sufficient for this purpose).  In any event, we make no representation or warranty whatsoever regarding any Obsolete Element or the deployment, service level guarantees, or remediation activities for any Obsolete Element.

Licenses

If we are required to re-install or replicate any software provided by you as part of the Services, then it is your responsibility to verify that all such software is properly licensed. We reserve the right, but not the obligation, to require proof of licensing before installing, re-installing, or replicating software into the managed environment.  The cost of acquiring licenses is not included in the scope of the Quote unless otherwise expressly stated therein.

Acceptable Use Policy

The following policy applies to all services provided to you, including but not limited to (and as applicable) applications, and hosted or other infrastructure services (“Hosted Services”).

Pure IT does not routinely monitor the activity of hosted accounts except to measure service utilization and/or service uptime, security-related purposes and billing-related purposes, and as necessary for us to provide or facilitate our managed services to you; however, we reserve the right to monitor Hosted Services at any time to ensure your compliance with the terms of this Acceptable Use Policy (this “AUP”) and our master services agreement, and to help monitor and ensure the safety, integrity, reliability, or security of the Hosted Services.

Similarly, we do not exercise editorial control over the content of any information or data created on or accessible over or through the Hosted Services. Instead, we prefer to advise our customers of inappropriate behavior and any necessary corrective action. If, however, Hosted Services are used in violation of this AUP, then we reserve the right to suspend your access to part or all of the Hosted Services without prior notice.

Violations of this AUP: The following constitute violations of this AUP:

• Harmful or illegal uses: Use of a Hosted Service for illegal purposes or in support of illegal activities, to cause harm to minors or attempt to contact minors for illicit purposes, to transmit any material that threatens or encourages bodily harm or destruction of property or to transmit any material that harasses another is prohibited.
• Fraudulent activity: Use of a Hosted Service to conduct any fraudulent activity or to engage in any unfair or deceptive practices, including but not limited to fraudulent offers to sell or buy products, items, or services, or to advance any type of financial scam such as “pyramid schemes,” “Ponzi schemes,” and “chain letters” is prohibited.
• Forgery or impersonation: Adding, removing, or modifying identifying network header information to deceive or mislead is prohibited. Attempting to impersonate any person by using forged headers or other identifying information is prohibited. The use of anonymous remailers or nicknames does not constitute impersonation.
• SPAM: Pure IT has a zero tolerance policy for the sending of unsolicited commercial email (“SPAM”). Use of a Hosted Service to transmit any unsolicited commercial or unsolicited bulk e-mail is prohibited. You are not permitted to host, or permit the hosting of, sites or information that is advertised by SPAM from other networks. To prevent unnecessary blacklisting due to SPAM, we reserve the right to drop the section of IP space identified by SPAM or denial-of-service complaints if it is clear that the offending activity is causing harm to parties on the Internet, if open relays are on the hosted network, or if denial of service attacks are originated from the hosted network.
• Internet Relay Chat (IRC).  The use of IRC on a hosted server is prohibited.
• Open or “anonymous” proxy: Use of open or anonymous proxy servers is prohibited.
• Cryptomining. Using any portion of the Hosted Services for mining cryptocurrency or using any bandwidth or processing power made available by or through a Hosted Services for mining cryptocurrency, is prohibited.
• Hosting spammers: The hosting of websites or services using a hosted server that supports spammers, or which causes (or is likely to cause) our IP space or any IP space allocated to us or our customers to be listed in any of the various SPAM databases, is prohibited. Customers violating this policy will have their server immediately removed from our network and the server will not be reconnected until such time that the customer agrees to remove all traces of the offending material immediately upon reconnection and agree to allow Pure IT to access the server to confirm that all material has been completely removed. Any subscriber guilty of a second violation may be immediately and permanently removed from the hosted network for cause and without prior notice.
• Email/message forging: Forging any email message header, in part or whole, is prohibited.
• Unauthorized access: Use of the Hosted Services to access, or to attempt to access, the accounts of others or to penetrate, or attempt to penetrate, Pure IT’s security measures or the security measures of another entity’s network or electronic communications system, whether or not the intrusion results in the corruption or loss of data, is prohibited. This includes but is not limited to accessing data not intended for you, logging into or making use of a server or account you are not expressly authorized to access, or probing the security of other networks, as well as the use or distribution of tools designed for compromising security such as password guessing programs, cracking tools, or network probing tools.
• IP infringement: Use of a Hosted Service to transmit any materials that infringe any copyright, trademark, patent, trade secret or other proprietary rights of any Third-Party, is prohibited.
• Collection of personal data: Use of a Hosted Service to collect, or attempt to collect, personal information about third parties without their knowledge or consent is prohibited.
• Network disruptions and sundry activity. Use of the Hosted Services for any activity which affects the ability of other people or systems to use the Hosted Services or the internet is prohibited. This includes “denial of service” (DOS) attacks against another network host or individual, “flooding” of networks, deliberate attempts to overload a service, and attempts to “crash” a host.
• Distribution of malware: Intentional distribution of software or code that attempts to and/or causes damage, harassment, or annoyance to persons, data, and/or computer systems is prohibited.
• Excessive use or abuse of shared resources: The Hosted Services depend on shared resources. Excessive use or abuse of these shared network resources by one customer may have a negative impact on all other customers. Misuse of network resources in a manner which impairs network performance is prohibited. You are prohibited from excessive consumption of resources, including CPU time, memory, and session time. You may not use resource-intensive programs which negatively impact other customers or the performances of our systems or networks.
• Allowing the misuse of your account: You are responsible for any misuse of your account, even if the inappropriate activity was committed by an employee or independent contractor. You shall not permit your hosted network, through action or inaction, to be configured in such a way that gives a Third-Party the capability to use your hosted network in an illegal or inappropriate manner. You must take adequate security measures to prevent or minimize unauthorized use of your account. It is your responsibility to keep your account credentials secure.

To maintain the security and integrity of the hosted environment, we reserve the right, but not the obligation, to filter content, Pure IT requests, or website access for any web requests made from within the hosted environment.

Revisions to this AUP: We reserve the right to revise or modify this AUP at any time. Changes to this AUP shall not be grounds for early contract termination or non-payment.