Services Guide

2. Onboarding

Onboarding is the phase in which we prepare your managed environment (the "Environment") for monthly recurring managed services. It includes an audit of your IT architecture covering some or all of the following:

• Environment readiness and capability assessment
• Hardware, software, and vendor warranty/service agreement review
• Basic security vulnerability, backup, and file recovery assessment
• Speed test, ISP, print, telephone, email, website hosting, and IT support process assessment
• Asset inventory

We may also perform the following as needed:

• Remove tools from prior IT providers; compile full device inventory
• Replace previous endpoint protection with our managed security solutions
• Install remote support and patch management agents; apply missing security updates
• Remove unsafe or unnecessary applications; optimize device performance
• Review and document firewall, network, server, and battery backup configurations
• Stabilize network access to the file server; review password policies and update credentials
• Assess business continuity status; prepare backup/incident response options for consideration
• Make recommendations for environment improvements

This list may change at our discretion if different or additional activities are required.

If deficiencies are found, we will notify you and discuss their impact on managed services. A remediation plan must be agreed upon within six months of onboarding completion. Unless expressly stated in the Quote, onboarding does not include remediation of any issues, errors, or deficiencies ("Issues"), and we cannot guarantee all Issues will be detected. You agree we have no liability for claims incurred but not reported before onboarding is complete.

Timing depends on factors outside our control (e.g., product availability, third-party vendor input) and cannot be guaranteed. We will keep you updated throughout the process. Billing for monthly services begins upon installation of the initial management agent.

3. Offboarding

Upon termination, we will perform applicable offboarding steps, which may include:

• Removal/disabling of monitoring agents, endpoint software, and backup software
• Removal/disabling of Microsoft 365 licenses (unless being transferred to your incoming provider — speak with your technician for details)
• Termination of any other licenses provided by Intech Hawaii
• Removal of Intech Hawaii credentials from the Environment

Unless otherwise stated in the Quote, the offboarding fee equals one (1) month of Client's then-current monthly recurring fees and must be paid before offboarding begins.

4. Covered Environment

Managed Services apply to the devices listed in your Quote ("Covered Hardware"). This list may be updated by mutual written consent (email is sufficient). We also reserve the right to update it if we discover devices receiving Services that are not yet listed, or to reflect changes in device count.

Covered Devices are typically Client-owned technology assets (computers, servers, networking equipment). We may provide limited guidance for connecting personal devices as an accommodation, but personal device support is not included in the Services.

If the Quote is billed per user, Services cover one Business Device per user — defined as a Client-owned or leased device used primarily for business, regularly connected to the managed network, and running our monitoring agent.

Supported Software means software that is licensed through or facilitated by Intech Hawaii, or known to Intech Hawaii and covered by a valid, current manufacturer or vendor support contract. Issues requiring escalation beyond Level 2 will be coordinated with the applicable vendor on your behalf.

Non-Supported Software is any software that does not meet the above criteria. Support for Non-Supported Software is provided on a best-effort basis only, will incur time-and-materials billing at our then-current hourly rates, and carries no guarantee of remediation. Any guidance we provide on Non-Supported Software is an accommodation, not an obligation. We strongly recommend maintaining a valid support contract for all software in your environment.

Covered Hardware + Supported Software = the "Environment" or "Covered Equipment."

5. Physical Locations Covered by Services

Services are provided remotely unless an on-site visit is required, as determined at our discretion. On-site visits are scheduled by issue priority and subject to technician availability, and are limited to Client's primary business location unless otherwise agreed. Additional fees may apply — see the Service Levels section for details.

6. Minimum Requirements / Exclusions

All of the following must be provided and maintained by Client at all times:

• All hardware must be under current manufacturer warranty
• No hardware may be end-of-life (manufacturer-designated) or exceed 7 years in production for servers, or 5 years for workstations, switches, access points, and battery backups
• All hardware must meet current minimum specifications (CPU, RAM, HD, throughput)
• All Windows® devices must run a currently supported OS version with the latest service packs and critical updates
• All software must be genuine, licensed, and vendor/OEM-supported
• Server file and email systems must have licensed, up-to-date virus protection
• The managed environment must have a licensed, vendor-supported, monitorable server backup solution
• All wireless traffic must be securely encrypted
• All servers must be connected to working UPS devices
• Recovery assumes backup data integrity; we do not guarantee backup integrity; restoration will be to the last successful backup point
• Client must provide all software installation media and key codes in the event of failure
• Client must provide us exclusive administrative access to the Environment
• No accessories, upgrades, or devices may be affixed to the firewall, server, or NAS appliances without our prior written approval

Exclusions. Any service not listed in the Quote is out of scope and requires separate written agreement. The following are expressly excluded:

Category	Excluded Services
Support	Onsite support of any kind; devices outside the managed environment; hardware repair costs; non-standard backup configuration; server rebuilds and bare-metal restorations; file/user/group permission or network setting modifications >30 min/instance; guest wireless users
Hardware / Software	Workstations not meeting minimum requirements; software without manufacturer/vendor support
Cybersecurity & Compliance	Cybersecurity incident response; compliance and cyber liability insurance gap remediation; manual patches >30 min/instance
Project Services	Bringing environment to minimum standards; new hardware/software deployment or upgrade; additional monitoring/alerting configuration; advanced email configuration >30 min/instance; hardware relocation
Third-Party Services	Third-party services not part of managed services; audio/video equipment; third-party application customization; programming of any kind; low-voltage cabling

7. Service Levels

Automated monitoring is provided 24×7×365. Technical support severity levels are determined in consultation with Client. All remediation is attempted remotely first; on-site service is provided only if remote remediation is ineffective and is covered under Client's Service plan. Hardware or software not meeting minimum requirements is supported on a best-effort basis and may incur additional fees.

Availability and Hours of Operation

Day	Time	Availability
Monday – Friday	8:00 AM – 5:00PM	Business Hours. — all services available
Monday – Friday	5:01 PM – 7:59 AM	After Hours — urgent remote/onsite support; BEC and Active Breach support; monitoring alerts suppressed 10 PM – 7 AM
Saturday – Sunday	All Day	After Hours — urgent remote/onsite support; BEC and Active Breach support; monitoring alerts suppressed 4 PM – 10 AM
Holidays	All Day	After Hours — same as Saturday/Sunday

Priority Levels

Priority	Description
P1 — Urgent / High Impact	Time-sensitive; prevents multiple users from working
P2 — Urgent / Low Impact	Time-sensitive; does not prevent multiple users from working
P3 — Not Urgent / High Impact	Affects multiple users; does not need immediate handling
P4 — Not Urgent / Low Impact	Does not affect multiple users; does not need immediate handling

Response Times

Priority	Triage	Plan	Resolve
P1	12 min	1 hour	4 hours
P2	12 min	2 hours	4 hours
P3	12 min	24 hours	72 hours
P4	12 min	72 hours	120 hours

Time frames begin when we are notified through our designated support portal, help desk, or the telephone number listed in the Quote. Notifications received through other channels may cause delays.

Without a Service Plan: Support is available during business hours on a case-by-case basis, billed at current hourly rates.

After-Hours Support: Available on a case-by-case basis, subject to technician availability, billed at 1.5× the normal rate (not covered under any Service plan).

All hourly services are billed in 15-minute increments; partial increments are rounded up. A 1-hour minimum applies to all on-site support.

Intech Hawaii-Observed Holidays: New Year's Day · President's Day · Memorial Day · Kamehameha Day · Independence Day · Labor Day · Veterans Day · Thanksgiving Day · Day after Thanksgiving · Christmas Eve (half day) · Christmas Day · New Year's Eve (half day).

8. Fees

Fees are as stated in the Quote. Additional terms:

• Audit / Insurance Form Assistance: Requests to complete third-party audit or insurance forms are billed at our then-current hourly rates.
• Onboarding: Fees may begin accruing before the go-live date. Support during onboarding is best-effort. You are responsible for all onboarding fees incurred prior to go-live.
• Third-Party Service Reconciliation: Fees for Third-Party Services we facilitate or resell (e.g., Microsoft Azure, AWS) may begin accruing before go-live as configuration work begins. You are responsible for these fees, which will be reconciled on your monthly invoices.
• Environment Changes: Fees are automatically adjusted if the managed environment or number of authorized users changes.
• Travel Time: On-site travel time is billed at current hourly rates, plus all tolls, parking, and related expenses.
• Access Licensing: Per-seat or per-device licenses (e.g., Microsoft NCE, Cisco Meraki) purchased on your behalf are non-cancelable and non-transferable. Regardless of the reason for termination, you are required to pay for all Access Licenses in full for their entire term. Upon full payment, you may use those licenses until they expire.

9. Term; Termination

Services commence and billing begins on the Commencement Date in the Quote and continue through the Initial Term. We may delay the Commencement Date until onboarding is complete and all identified deficiencies are addressed to our satisfaction.

If Client terminates before the end of the Initial Term, Client shall pay all fees that would have accrued through the end of the Initial Term, plus any other amounts due under the Agreement.

Per-Seat/Per-Device Licensing: Regardless of reason for termination, you are responsible for all per-seat and per-device licenses acquired on your behalf. See Access Licensing in the Fees section.

Software Agents: Do not remove, disable, or attempt to remove any software agents we installed without our express direction. Unauthorized removal may result in network vulnerabilities, continued license fee obligations, and/or remediation charges at our current hourly rates.

Equipment Return: Within 10 days of being directed to do so, you must return — at your expense and in a commercially reasonable manner — all hardware leased, loaned, or otherwise provided by us. Failure to return equipment, or return of damaged equipment (normal wear and tear excepted), entitles us to charge the full replacement value.

10. Additional Terms & Policies

Authenticity

All hardware and software in the managed environment must be genuine and properly licensed at all times. If requested, you must provide proof of authenticity and licensing. All Minimum Requirements must be maintained on an ongoing basis.

Monitoring and Alert Services

Unless stated otherwise in the Quote, all monitoring and alert services are limited to detection and notification only. Monitoring levels are set by Intech Hawaii; Client may not modify them without our prior written consent.

Configuration of Third-Party Services

You may have administrative access to certain Third-Party Service configurations. Unauthorized changes can disrupt Services and increase fees — you are responsible for all resulting costs. All Third-Party Services are governed exclusively by their applicable terms, available at www.intech-hawaii.com/third-party/.

Modification of Environment

Do not move, modify, add, or remove any portion of the Environment (hardware, software, configuration files, log files) without our prior knowledge and consent. Unauthorized changes may impact Services and fees.

Anti-Virus / Anti-Malware

Our security solutions protect against new threats; however, pre-existing malware may require additional remediation services (billed separately). We do not warrant that all malware will be detected, avoided, or removed, or that malware-encrypted or corrupted data will be recoverable. You agree that we may share anonymized threat telemetry (file scan results, URL reputation data, spam/malware statistics) with our security providers; no personal or confidential information is included.

Breach / Cybersecurity Incident Recovery

Unless expressly stated in the Quote, cybersecurity incident remediation and recovery are not included in the Services. If requested, these services are billed on a time-and-materials basis. We do not guarantee recovery time or that all data and systems will be recoverable. A "Security Incident" means any unauthorized access to or use of the Environment, or unauthorized disclosure of Client's confidential information, that compromises security or privacy, prevents normal access, or disrupts normal functions of the managed environment.

Environmental Factors

Exposure to water, heat, cold, or adverse lighting may cause equipment to malfunction. Unless stated in the Quote, we do not warrant that equipment will operate error-free or that video/audio equipment will capture events under all circumstances.

Fair Usage Policy (FUP)

"Unlimited" services are subject to this FUP and are provided during normal business hours only, subject to technician availability. You agree not to: (i) create urgent tickets for non-urgent issues; (ii) request excessive support inconsistent with normal industry usage patterns; or (iii) request support in a way that interferes with our ability to serve other clients.

Hosted Email

You are solely responsible for proper use of any hosted email service. Prohibited uses include: obscene or illegal content; intellectual property or privacy violations; false identity or misleading communications; service disruption; malware distribution; and SPAM. We may suspend your hosted email account without notice if we believe it is being used improperly or illegally.

Patch Management

We will apply critical patches and updates as released by manufacturers. Patches are developed by third parties and may on rare occasions cause instability. We are not responsible for downtime or losses arising from the installation or use of any patch. We reserve the right to delay a patch if we are aware of known issues with it.

Backup (BDR) Services

BDR requires a reliable internet connection; outages, hardware failures, and telecom issues may prevent it from operating. We do not warrant that data corruption or loss will be avoided; Client agrees we are held harmless if such loss occurs. We strongly recommend maintaining a local backup of all critical data.

Uninterruptible Power Supply (UPS)

UPS units sustain power for 2–3 minutes during brief outages — sufficient for an orderly shutdown only. They are not intended for extended operational use. You are responsible for saving critical work and shutting down devices promptly during power events.

Procurement

Equipment or software procured on your behalf ("Procured Equipment") is subject to manufacturer warranties, which we will pass through to you. We make no warranty regarding the quality or usefulness of Procured Equipment. Returns and restocking fees are governed by applicable vendor policies and are your responsibility. We are not a warranty repair center; we will facilitate warranty repairs but are not responsible for quantity, condition, or timely delivery once equipment is with a courier.

Client Strategy Review

We strongly recommend participating in periodic business review and strategic planning meetings to keep your IT environment efficient and secure. Suggestions made in these meetings do not constitute an endorsement of any specific manufacturer or service provider.

vCIO / vCISO Services

Advice provided in a virtual CIO or CISO capacity is for informational and educational purposes only. Intech Hawaii does not hold any director, officer, or fiduciary position with Client and must not be listed on Client's corporate records or accounts.

Sample Policies and Procedures

Any sample or template policies we provide are for informational use only and do not constitute legal or professional advice. Consult qualified legal counsel before using or distributing them. We do not warrant their completeness, accuracy, or suitability for your specific needs.

Penetration Testing / Vulnerability Scanning

Security devices and alarms may be triggered during testing. You are solely responsible for notifying monitoring companies and law enforcement of potential false alarms. We are not responsible for any costs, claims, or downtime arising from monitoring company or law enforcement responses, or from alarm activations during testing.

No Third-Party Scanning

Without our prior written authorization, you may not conduct or permit any third party to conduct any diagnostic or security test of our implemented security systems or solutions. If we elect to remediate issues arising from unauthorized testing, those services will be billed at current hourly rates.

Obsolescence

If any portion of the managed environment becomes end-of-life or loses manufacturer support ("Obsolete Element"), we may require replacement within a reasonable time. If not replaced, we may: (i) continue on a best-effort basis with no warranty; or (ii) remove the Obsolete Element from the scope of Services by written notice (email is sufficient). We make no representation or warranty regarding any Obsolete Element.

Licenses

If we are required to reinstall software, it is your responsibility to verify proper licensing. We reserve the right to require proof of licensing before installation. License costs are not included in the Quote unless expressly stated.

VoIP Services

Intech Hawaii does not resell or directly provide VoIP services. If you use a VoIP service in connection with your managed environment, your use is governed exclusively by your VoIP provider's terms and conditions, including any E911 limitations and acceptable use policies. You are solely responsible for understanding and complying with those terms. Intech Hawaii is not responsible for the performance, availability, or emergency dialing capabilities of any third-party VoIP service, and you agree to hold us harmless from any claims, damages, or costs arising from or related to your use of any VoIP service.

11. Acceptable Use Policy

This AUP applies to all hosted services, including hosted applications, websites, email, and infrastructure ("Hosted Services").

We do not routinely monitor hosted accounts except for service utilization, uptime, security, and billing purposes. We reserve the right to monitor at any time to ensure AUP compliance and protect the integrity and security of Hosted Services. We may suspend access to Hosted Services without prior notice for AUP violations.

Prohibited activities include:

• Harmful/illegal use: Illegal activities, harm to minors, threats, harassment, or destruction of property
• Fraud: Fraudulent schemes (pyramid schemes, Ponzi schemes, chain letters) or deceptive practices
• Forgery/impersonation: Modifying network headers, forging email, or impersonating others
• SPAM: Any unsolicited commercial or bulk email; hosting sites advertised via spam from other networks. Second violation may result in immediate permanent removal from the hosted network
• IRC: Use of Internet Relay Chat on hosted servers
• Open/anonymous proxies: Use of open or anonymous proxy servers
• Cryptomining: Using Hosted Services or any associated bandwidth/processing power for cryptocurrency mining
• Hosting spammers: Hosting content that causes our IP space to be listed in SPAM databases; offending servers will be removed immediately and reconnected only after all offending material is removed
• Unauthorized access: Accessing others' accounts, probing or penetrating security measures, or distributing password-cracking or network-probing tools
• IP infringement: Transmitting materials that infringe intellectual property rights
• Data collection: Collecting personal information without knowledge or consent
• Network disruption: DoS attacks, flooding, or deliberate attempts to crash or overload services
• Malware distribution: Distributing software intended to cause damage or harassment
• Excessive resource use: Consuming CPU, memory, or bandwidth in ways that impair network performance for others
• Account misuse: You are responsible for all misuse of your account, including by employees or contractors; you must maintain adequate security to prevent unauthorized use

Last Updated: April 7, 2026