Service Delivery

Workstation with Administrative Permissions

A computer workstation (desktop and/or laptop) with an end user granted with Administrative Permissions limits CSP Networks to managing and securing a workstation effectively including, but not limited to, controlling the process of software and/or hardware installs and/or removals, end user experience such as functionality and speed, and the workstation may be exposed to a greater risk of being infected with malicious software once Administrative Permissions is granted.   Users with Administrative Permissions will be subject to longer response and repair times, specifically if a user’s workstation needs to be rebuilt, CSP Networks may require up to five (5) business days before the workstation can be returned and a support service fee (Exhibit B) may apply.  CSP Networks advises all clients to refrain from granting Administrative Permissions to users.

Activation, Suspension, or Deactivation

Monthly Recurring Services for Workstations & Servers – CSP Networks is not responsible to determine which workstation is in use or not in use.  The workstation can be in one of three statuses.  Activated, Suspended, or Deactivated.  The server can be in one of two statuses.  Activated or Deactivated.  This can only be approved by the client authorized users as defined in section 3.A. of your Program Agreement for Services.

• Activated - It is the responsibility of the client to provide notice to CSP Networks when ANY workstation or server is added to the client network.  Any workstation or server that is connected to the network MUST be supported by CSP Networks and have all proper monitoring and support agents installed whether or not an end user is utilizing the workstation or server.

• Suspended - It is the responsibility of the client to provide notice to CSP Networks when the client would like CSP Networks to suspend service of a workstation. Suspension of a workstation means the workstation is connected to the network, but no end user is utilizing the workstation.  Suspension cost is discounted 70% of the item CSP MANAGED IT SERVICE FOR WORKSTATION/SERVER or $50 each, whichever is greater.

• Deactivated - It is the responsibility of the client to provide notice to CSP Networks when the client would like CSP Networks to deactivate service of a workstation or server.  Deactivation service of a workstation or server means the client is responsible that the workstation or server is completely disconnected from the network.

Hardware

• Client agrees while under a current Managed Service Program Agreement, hardware that requires features included but not limited to access to the device, advanced hardware replacement, software updates, advanced support, the hardware will always be kept up to date which may result in a monthly cost.

• Client agrees while under a current Managed Service Program Agreement, based on the CSP Networks Hardware Lifecycle Management Methodology, client will procure the best warranty plan available for the server hardware.

Software

• Client agrees while under a current Managed Service Program Agreement, client will procure the best software assurance plan available for clients' third-party software.

Client agrees that client will provide and be responsible for complete file and folder restoration unless client is enrolled in the MSP Program with one of the following plan.

• CSP Managed IT Service Essential

• CSP Managed IT Service Premier

• CSP Managed IT Service Premier+

Client agrees any recovery services is NOT INCLUDED such as complete hardware failure, disaster recovery, etc.

Client agrees recovery from a cybersecurity attack such as a ransom is included ONLY if client is enrolled in the CSP Cyber Security Rapid Response Program (CSRRP) which includes the following service requirements

• CSP Managed IT Service Premier or Premier+

• CSP Managed Security

• CSP M365 Secure+

• CSP Backup Premier

Client agrees that Primary Client Representative and approved approvers are the ONLY authorized individuals to contact Help Desk

End User Support

Client agrees that client will provide and be responsible for complete end user support unless client is enrolled in the MSP Program with one of the following plan.

• CSP Managed IT Service Premier

• CSP Managed IT Service Premier+

Along with the following service line items.

• CSP Managed IT Service Premier For Workstation

• CSP Managed IT Service Premier+ For Workstation

Client agrees that Primary Client Representative and approved approvers are the ONLY authorized individuals to contact Help Desk

Subscription Management

CSP Networks is not responsible to determine which monthly recurring services are not being used. It is the responsibility of the client to advise CSP Networks when they would like CSP Networks to terminate a particular monthly recurring services from the system.

Client may provide notice to CSP Networks that client wishes to unassign a license granted to an end user at any time. However, based on the client’s current license commitment, CSP Networks may not be able to reduce the subscription quantity

Client agrees that all CSP Networks offered software subscription entitlements are to be procured through Help Desk or through the CSP Networks software subscription system

Client agrees that in order to obtain the most value and receive best client experience, CSP Networks will be granted with sole admin permissions including but not limited to delegate, global and billing for all software subscription delivered through CSP Networks software subscription system

Any conditions not met may revoke promotional offerings and billings may be retroactive to the commencement date at the current month to month rate

Microsoft 365 Annual Subscriptions

Effective July 1, 2023 All Microsoft licenses purchased through CSP Networks, including those that are part of a CSP Networks Bundle, will have a default term of one (1) year, commonly referred to as “Annual Subscriptions”. This means that each time you purchase a Microsoft license, the subscription term will be for one (1) year, commencing on the effective start date. In cases where a subscription already exists for a specific Microsoft license, with an annual term, CSP Networks will increase the existing subscription quantity and co-terminate the new license with the existing license commitment end date. This however, does not supersede the service commitment per your program agreement. Annual subscriptions will automatically renew for an additional period of one (1) year every year until cancelled.

Microsoft 365 Month to Month Subscriptions

Month to Month (MTM) Subscriptions for licenses are available for purchase, however, you must notify CSP Networks ahead of the initial purchase of each specific Microsoft license you wish to purchase on a MTM Subscription. CSP Networks will provide a separate proposal for approval for these MTM Subscriptions. Note that MTM Subscriptions will be priced higher than Annual Subscriptions per Microsoft Terms and Conditions.

Microsoft 365 Subscriptions Cancellation

All cancellation notices will require at least 30 days and not more than 60 days’ notice, by sending an email to Help Desk. All subscriptions will be removed on the commitment end date.

CSP Cyber Security Rapid Response Program (CSP CSRRP) compliance must be met annually, otherwise the program is VOID.