Employee Owned Since 2022 | Serving Chicagoland since 1996Support: 630-523-0220Sales: 630-526-8030Remote support
Service Statement 2026.1
Our owner’s manual for WEBIT managed services. It defines what each service includes, how it is billed, and the service levels behind it. Part of the WEBIT Master Services Agreement.
This Service Statement contains provisions that define, clarify, and govern the services described in the quote to which it is attached (the "Quote"). This Service Statement is incorporated into and forms part of the WEBIT Master Services Agreement available at webitservices.com/msaterms (the "Agreement"); together, the Agreement, this Service Statement, and the Quote are one agreement. If you do not agree with the terms of this Service Statement, you should not sign the Quote, and you must contact us for more information.
This Service Statement is our "owner's manual" that generally describes all managed services provided by WEBIT; however, only those services specifically described in the Quote will be provided to you (collectively, the "Services"). Activities or items that are not specifically described in the Quote will be out of scope and will not be provided to you unless otherwise agreed to by us in writing.
Our Services are priced on the unit that drives the work. Support follows people, so support levels are billed per Computer User. Maintenance and security follow devices, so endpoint management and Security Essentials are billed per managed device. Optional services are billed per user, per device, or as a flat monthly fee, as stated in the Quote.
If onboarding services are provided under the Quote, then the following services will be provided to you.
The foregoing 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 the provision of our monthly managed services. 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.
Onboarding Fee. Onboarding is billed as a one-time fee stated in the Quote and invoiced when the Quote is signed.
Later Additions. If you add a security product after the Commencement Date, a flat onboarding fee for that product may apply, as stated in the Quote.
The following Services, if listed in the Quote, will be provided to you.
Support is billed per Computer User per month at the support level selected in the Quote. At every support level, WEBIT will provide maintenance and support for the hardware and software in the environment as well as installed third-party software and line of business applications. WEBIT will make its best effort to resolve as many issues as possible remotely and will come onsite in the event remote resolution is not possible. Tickets are prioritized and scheduled according to the Service Levels below.
Remote help desk and onsite support during Normal Business Hours.
Everything in Essential, plus emergency support for Critical and High priority issues outside Normal Business Hours: weekdays from 5 PM to 10 PM, and weekends and recognized national holidays from 8 AM to 10 PM, Central Time.
Moves, adds, and changes are outside the scope of every support level and will be quoted separately. See Professional Services for more details.
Email-Only Users are billed at the email-only rate, which covers mailbox, account, and license administration and help desk support related to email. Email-Only Users do not receive workstation support.
Endpoint management is billed per Managed Device per month, at the workstation or server rate listed in the Quote, and includes the following.
24x7x365 Remote Monitoring and Management. Software agents installed in Covered Equipment (defined below) report status and events on a 24x7 basis; alerts are generated and responded to in accordance with the Service Levels described below.
Updates and Patching. Patch management is the practice of identifying, acquiring, deploying, and verifying software updates for network devices, including operating systems, application code, and embedded systems. Failure to update software risks exposure to identified vulnerabilities.
Scheduled onsite days are billed per day, monthly, at the number of days per month listed in the Quote (for example, weekly, bi-weekly, or monthly). As-needed onsite escalation under your support level is not affected. During a scheduled visit, a field technician will perform any or all of the following tasks in accordance with our best practices:
If listed in the Quote, ANM is deployed to constantly monitor and poll the network, from topology to configuration history to device performance. ANM scans network devices for configuration changes every 60 minutes; if the running configuration has been altered, the latest configuration is automatically backed up and the prior configuration is logged in a version index. Traffic insights show which applications and protocols are using the bulk of the network's bandwidth and where traffic is coming from and going to, so we can identify unexpected or malicious traffic and advise on upgrades. ANM is billed as stated in the Quote.
WEBIT will provide a license for its PSA system for each client employee you designate to have access, billed per designated user per month. The license will be limited to your account and all tickets and information contained within it.
User experience and account management.
The following Services are billed as flat monthly fees, if listed in the Quote.
WEBIT will provide a dedicated virtual CIO who is your primary point of contact for anything related to your account or services. In addition to overseeing your account, the vCIO conducts quarterly meetings to review ongoing issues, go over upcoming project work, discuss changes in vendors, advise on best practices, create budgets, and plan the technology roadmap for the next period.
WEBIT will provide a named security advisor who owns your security roadmap, maintains a risk register, leads quarterly security reviews, reports security posture to your leadership, and helps you create and maintain your Incident Response Plan and IT Continuity Plan (described below).
WEBIT will provide a senior technology executive who works embedded with your leadership team on an ongoing basis, owning technology strategy, vendor relationships, budgets, and major initiatives, at the level of engagement stated in the Quote.
WEBIT will implement and manage two compliance frameworks in our compliance platform, such as the NIST Cybersecurity Framework, the NIST AI Risk Management Framework, CIS Controls, the HIPAA Security Rule, or the FTC Safeguards Rule. The Service includes policy templates, control mapping, evidence collection, and audit support. Additional frameworks are billed as stated in the Quote. Managed Compliance supports your compliance efforts but is not, by itself, a guarantee of regulatory compliance; see the Compliance section of the Agreement.
Co-managed IT services are an arrangement in which you and WEBIT work together to manage and maintain your technology infrastructure. This can include any quoted service defined in this Service Statement. Co-managed support is billed per covered end user per month at the level selected in the Quote.
WEBIT will provide Tier 1 and Tier 2 remote support during Normal Business Hours for desktops, laptops, and covered users in the environment, as well as installed third-party software and line of business applications. When an issue cannot be resolved remotely, it will be escalated to your in-house team for review and remediation.
Everything in Co-Managed Essential, plus emergency support for Critical and High priority issues outside Normal Business Hours, during the hours listed for the Priority support level.
If listed in the Quote, WEBIT will provide remote and onsite support for servers and infrastructure during Normal Business Hours or 24x7x365, as stated in the Quote. WEBIT will make its best effort to resolve issues remotely and will come onsite in the event remote resolution is not possible.
For all co-managed support, moves, adds, and changes are outside the support scope and will be quoted separately. Onsite support not listed in the Quote is available at our current Professional Services rates, provided the service location is within the WEBIT service area.
The following Services, if listed in the Quote, will be provided to you.
Security Essentials is billed per Managed Device and is required on every managed workstation and server, because it is the baseline we need to protect the environment. It includes:
Security Advanced is billed per user per month and includes:
Multi-factor authentication (MFA) requires users to provide two or more verification factors to access an application, account, or VPN, which decreases the likelihood of a successful cyberattack. WEBIT will set up, configure, and manage push-based MFA with device trust for all covered users. The application or operating system must support MFA for it to be enabled.
A business password manager that lets your people stop keeping passwords in spreadsheets and sticky notes, sign in faster, and share a credential securely without emailing it. Passwords and sensitive data are stored in encrypted vaults, and access is provisioned and audited from a central console.
Security information and event management: collection and correlation of logs from your environment with 24x7 monitoring and alerting, and log retention as stated in the Quote.
Discovery and reporting of the AI applications and browser extensions in use in your environment, and the data shared with them, to support your AI acceptable-use policy.
Removal of standing local administrator rights, with just-in-time elevation approved on request. Billed as a flat monthly fee.
We will provide you with a firewall appliance (physical or virtual) and all necessary licensing to comply with our minimum requirements for perimeter security. We will also manage and maintain the device in accordance with our best practices.
WEBIT will assist you in creating and updating your incident response plan. An IRP is defined by NIST as "the documentation of a predetermined set of instructions or procedures to detect, respond to, and limit consequences of a malicious cyber-attack against an organization's information system(s)."
WEBIT will assist you in creating and updating your IT continuity plan: the collection of policies, standards, procedures, and tools through which you improve your ability to respond when major system failures occur and your resilience to major incidents, so that critical systems and services do not fail or are recovered within acceptable recovery time objectives.
Image-based backup of servers, stored on a local designated appliance. All recovery attempts will be best effort, with no recovery time or recovery point guarantees. Data retention is subject to the available disk space of the local designated appliance.
The same as Basic Server Backup, plus offsite data center cold storage (not geo-redundant). Cold storage is not designed to spin up virtual environments for recovery. Storage is billed per terabyte as stated in the Quote.
An all-in-one business continuity and disaster recovery solution. Virtualization can recover a system in the cloud or on local hardware. Recovery options include file restore, rapid rollback to undo widespread changes such as ransomware, image export for full virtual server restore, and bare metal recovery to new hardware.
All backed-up data is encrypted in transit and at rest with 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. Backed-up data is retained in accordance with current policy and is subject to the available storage on the backup appliance(s).
Automated cloud backup for desktops and laptops, billed per workstation. Workstation backup protects against permanent data loss and allows easy restoration of files and folders to the original or an alternate device. If a computer is lost, stolen, or fails, a virtual version of it can be started in the cloud so work can resume quickly.
If listed in the Quote, WEBIT will build, host, monitor, and maintain the workflow automations described in the Quote for a monthly fee. New automations or changes to automation scope are quoted as Professional Services.
WEBIT can provide a separate quote for data center hosting and services. For each data center hosting client, WEBIT may allocate entirely separate data center resources or use a shared infrastructure, depending on your needs. You may access the data center and all resources from the internet or through a secure network connection. Cloud data centers and managed data centers are provided by third parties, and WEBIT can provide its services in conjunction with them.
WEBIT can provide all quoting and procurement of technology for your organization: hardware, software, and licensing with multiple vendor options, vendor and manufacturer agnostic, including technical support and repair or replacement of warranty-covered hardware. WEBIT sources hardware at cost with no markup and accepts no vendor commissions.
When you engage with WEBIT, you are adopting our "WEBIT Way" for managing technology, a system of best practices designed to drive results for your business: improved productivity of your staff and systems, improved uptime, and predictable performance. Best practices include the adoption of the correct hardware and software. When we propose a solution, we ask: Does it deliver the agreed results for your business? Is it business grade? Does it come with the right support and warranty? Is the supplier someone we trust? Does it fit the WEBIT Way?
We provide free quotations for solutions only on this basis. Unless otherwise noted, our technology quotations include: product analysis for best practice alignment; vendor and model selection; business grade appropriateness and reliability; product ordering; supplier liaison; delivery management; installation and configuration by certified staff; integration with our monitoring systems; best practice configuration; compatibility with and integration into your environment; data migration from old systems; three (3) years next business day onsite warranty; and unlimited post-sales warranty support and liaison.
If you purchase products elsewhere, they are absent of our inclusions, and all are chargeable separately. If a client regularly abuses our free quotation service, we may withdraw this service or charge for it at our discretion.
Any time project or MAC work is identified, you will be notified and provided with an electronic proposal and scope for the work to be performed. You will never be invoiced for project work you did not approve.
| Service | Rate | Definition |
|---|---|---|
| MAC (moves, adds, changes) | $300 flat, up to 2 hours | A new technology or change request that requires a single resource and up to two (2) hours of work. Work beyond two hours is billed at the IT Project rate. |
| IT Project Work | $225 per hour | A new technology or change request that spans multiple days or requires multiple engineers. |
| Extended Hours Work | $300 per hour, 2-hour minimum | Professional services performed outside Normal Business Hours, excluding holidays and emergency work. |
| Emergency and Holiday Work | $450 per hour, 2-hour minimum | Professional services performed on a recognized holiday or on an emergency (unplanned) basis. |
For larger projects, we can provide a high-level budgetary analysis before fully scoping the project to ensure it meets your budget.
The following additional details further explain and define the scope of the Services.
HaaS Equipment We will provide you with the HaaS Equipment described in the Quote or, if no hardware is expressly designated as HaaS Equipment in the Quote, then a complete list of HaaS Equipment will be provided to you under separate cover.
Deployment. We will deploy the HaaS Equipment within the timeframe stated in the Quote if you promptly provide all the information that we reasonably request from you to complete deployment. This deployment guarantee does not apply to any software, other managed services, or hardware devices other than the HaaS Equipment. If you wish to delay the deployment of the HaaS Equipment, then you may do so if you give us written notice of your election to delay no later than five (5) days following the date you sign the Quote. Deployment shall not extend beyond two (2) months following the date on which you sign the Quote. You will be charged at the rate of fifty percent (50%) of the monthly recurring fees for the HaaS-related services during the period of delay. Following deployment, we will charge you the full monthly recurring fee (plus other usage fees as applicable) for the full term indicated in the Quote.
Equipment Hardware Repair or Replacement. WEBIT will repair or replace HaaS Equipment by the end of the business day following the business day on which the applicable problem is identified by, or reported to, WEBIT and has been determined by WEBIT to be incapable of being remediated remotely.
This warranty does not include the time required to rebuild your system, such as the time required to configure a replacement device, rebuild a RAID array, reload the operating system, reload, and configure applications, and/or restore from backup (if necessary).
If WEBIT fails to meet the warranties in this section and the failure materially and adversely affects your hosted environment (“Hosted System”), you are entitled to a credit in the amount of 5% of the monthly fee per hour of downtime (after the initial one (1) hour allocated to problem identification), up to 100% of your monthly fee for the affected HaaS Equipment. In no event shall a credit exceed 100% of the applicable month’s monthly fee for the affected equipment.
Periodic Replacement of HaaS Equipment. From time to time and at our discretion, we may decide to swap out older HaaS Equipment for updated or newer equipment. (Generally, equipment that is five years old or older may be appropriate for replacement). If we elect to swap out HaaS Equipment due to normal, periodic replacement, then we will notify you of the situation and arrange a mutually convenient time for such activity.
Return of HaaS Equipment. Unless we expressly direct you to do so, you will not remove, disable, or attempt to remove or disable, any software agents that we installed in the HaaS Equipment. Doing so 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. Within ten (10) days after the termination of HaaS-related Services, Client will provide WEBIT access to the premises at which the HaaS Equipment is located so that all such equipment may be retrieved and removed by us. If you fail to provide us with timely access to the HaaS Equipment 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.
Managed Services will be applied to the equipment listed in the Quote (“Covered Hardware”).
The Services will apply to the software listed in the Quote (“Supported Software”) provided, however, all Supported Software must, always, be properly licensed, and under a maintenance and support agreement from the Supported Software’s manufacturer. In this Service Statement, Covered Hardware and Supported Software will be referred to as the “Environment” or “Covered Equipment.”
Managed Services will be applied to the number of users listed in the Quote (“Covered Users”).
Services will be provided remotely unless, at our discretion, we determine that an onsite visit is required. Onsite 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 office location listed in the Quote. Additional fees may apply for onsite visits: Please review the Service Level section below for more details.
The Services will commence, and billing will begin, on the date indicated in the Quote ("Commencement Date"). We reserve the right to delay the Commencement Date until all onboarding and transition services (if any) are completed, and all deficiencies or revisions identified in the onboarding process (if any) are addressed or remediated to WEBIT's satisfaction.
Month-to-Month Term. The Services are provided on a month-to-month basis with no minimum term or long-term commitment. The Services renew automatically each month until terminated as provided in the Agreement or in this section (the "Service Term").
Termination. Either party may terminate the Services for any reason by providing the other party with ninety (90) days written notice. Fees continue to accrue and remain payable through the end of the notice period.
90-Day Money-Back Guarantee. If you are not satisfied with the Services during the first ninety (90) days after the Commencement Date, you may terminate the Services by written notice delivered within that period, and we will refund the monthly recurring fees you paid for the Services. The ninety (90) day notice period does not apply to a termination under this guarantee. Hardware, software licenses, third-party pass-through costs, and completed project work are not refundable.
The scheduling, fees, and provision of the Services are based upon the following assumptions and minimum requirements. If the environment is out of alignment, WEBIT will provide a quote to bring the environment into alignment within the first 90 days of support.
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 WEBIT. Without limiting the foregoing, the following services are expressly excluded, and if required to be performed, must be agreed upon by WEBIT in writing:
Automated monitoring is provided on an ongoing (i.e., 24x7x365) basis; response, repair, and/or remediation services (as applicable) will be provided only during business hours unless otherwise specifically stated in the Quote. We will respond to problems, errors, or interruptions in the provision of the Services in the timeframe(s) described below. Severity levels will be determined by WEBIT at our discretion after consulting with the Client. All remediation services will initially be attempted remotely; WEBIT will provide onsite service only if remote remediation is ineffective and, under all circumstances, only if covered under the Service plan selected by Client.
Normal Business Hours: Monday to Friday, 8 AM to 5 PM Central Time, excluding recognized national holidays.
Extended Hours2: holidays and all hours outside Normal Business Hours.
Email and portal support is for non-critical requests.
Examples of non-critical requests are:
| Priority | Example | Target response |
|---|---|---|
| Critical | Server, network, or business-wide outage; active security incident | 1 hour |
| High | A department or key system is down, or a single user cannot work | 2 hours |
| Medium | Degraded performance or an issue with a workaround | 4 hours |
| Low | Routine requests, questions, and scheduled changes | 8 hours |
1 Response time is calculated from the time that the request for help is received by us through our designated support channels. Requests received in any other manner may result in delayed or non-responses.
2 Support outside Normal Business Hours is included only as described for the Priority support level. Other work outside Normal Business Hours is billed at the Extended Hours or Emergency and Holiday rates listed under Professional Services.
The fees for the Services will be as indicated in the Quote.
Quarterly Reconciliation. Initially, you will be charged the monthly fees indicated in the Quote. We reconcile the number of Computer Users, Email-Only Users, Managed Devices, and other counted units every quarter using our monitoring and management systems, and the fees are adjusted from the next invoice to match the reconciled counts. Adjustments are not retroactive.
Minimum Monthly Fees. The initial Fees indicated in the Quote are the minimum monthly fees (“MMF”) that will be charged to you during the term. You agree that the amounts paid by you under the Quote will not drop below the MMF regardless of the number of users or devices to which the Services are directed or applied unless we agree to the reduction. All modifications to the amount of hardware, devices, or authorized users under the Quote (as applicable) must be in writing and accepted by both parties.
Price Adjustments. The fees under the Quote change only in these three ways: (i) an automatic increase of five percent (5%) on each anniversary of the Commencement Date; (ii) quarterly reconciliation of counted units, as described above; and (iii) pass-through of price changes imposed by third-party vendors, such as Microsoft licensing and storage. If we otherwise increase the fees by more than five percent (5%) in a year, you may terminate the affected Services by written notice within sixty (60) days of the increase, effective at the end of the then-current month, without the ninety (90) day notice period.
Travel Time. If onsite services are provided, we will travel up to 45 minutes from our office to your location at no charge. Time spent traveling beyond 45 minutes (e.g., locations that are beyond 45 minutes from our office, occasions on which traffic conditions extend our drive time beyond 45 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.
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 timely a 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.
Invoicing. Recurring fees are invoiced in advance on the first (1st) day of each month through our client finance portal at finance.webitservices.com. The onboarding fee is invoiced when the Quote is signed, and project hardware is paid at quote acceptance, with leasing available.
Automated Payment. You may pay your invoices by credit card and/or by ACH, as described below. If you authorize payment by credit card and ACH, then the ACH payment method will be attempted first. If that attempt fails for any reason, then we will process payment using your designated credit card.
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 WEBIT, and Client shall not modify these levels without our prior written consent.
Unless otherwise provided in the Quote, remediation services will be provided in accordance with the recommended practices of the managed services industry. Client understands and agrees that remediation services are not intended to be, and will not be, a warranty or guarantee of the functionality of the Environment, or a service plan for the repair of any piece of managed hardware or software.
Certain third-party services provided to you under this Service Statement 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 our knowledge or authorization could disrupt the Services and/or 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.
Our dark web monitoring services utilize the resources of third-party solution providers. Dark web monitoring can be a highly effective tool to reduce the risk of certain types of cybercrime; however, we do not guarantee that the dark web monitoring service will detect all actual or potential uses of your designated credentials or information.
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.
We will coordinate with your internal IT personnel (“Your Personnel”) as necessary to help ensure that the Services are delivered efficiently and effectively. That said, we are not responsible for the remediation of issues beyond the scope of the Quote caused by any activities undertaken by Your Personnel, such as modifications to hardware or software configurations, installation of software, firmware upgrades, etc. unless we pre-authorized those activities.
Our anti-virus / anti-malware solution will generally protect the Environment from becoming infected with new viruses and malware (“Viruses”); however, Viruses that exist 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 Viruses and malware will be capable of being detected, avoided, or removed, or that any data erased, corrupted, or encrypted by malware will be recoverable. To improve security awareness, you agree that WEBIT 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.
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 impacted by the incident will be recoverable. 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 Environment, or (ii) prevents normal access to the Environment, or impedes or disrupts the normal functions of the Environment.
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.
Our Fair Usage Policy (“FUP”) applies to all Services that are described or designated as “unlimited.” An “unlimited” service designation means that subject to the terms of this FUP, you may use the 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.
You are solely responsible for the proper use of any hosted email service provided to you (“Hosted Email”).
Hosted Email solutions are subject to acceptable use policies (“AUPs”), and your use of Hosted Email must comply with those AUPs. In all cases, you agree to refrain from uploading, posting, transmitting or distributing (or permitting any of your authorized users of the Hosted Email to upload, post, transmit or distribute) any prohibited content, which is generally content that (i) is obscene, illegal, or intended to advocate or induce the violation of any law, rule or regulation, or (ii) violates the intellectual property rights or privacy rights of any third party, or (iii) mischaracterizes you, and/or is intended to create a false identity or to otherwise attempt to mislead any person as to the identity or origin of any communication, or (iv) interferes or disrupts the services provided by WEBIT or the services of any third party, or (v) contains Viruses, trojan horses or any other malicious code or programs. In addition, you must not use the Hosted Email for the purpose of sending unsolicited commercial electronic messages (“SPAM”) in violation of any federal or state law. WEBIT reserves the right, but not the obligation, to suspend Client’s access to the Hosted Email and/or all transactions occurring under Client’s Hosted Email account(s) if WEBIT believes, in its discretion, that Client’s email account(s) is/are being used in an improper or illegal manner.
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.
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 WEBIT 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. WEBIT cannot and does not warrant that data corruption or loss will be avoided, and Client agrees that WEBIT shall be held harmless if such data corruption or loss occurs. Client is strongly advised to keep a local backup of all stored data to mitigate against the unintentional loss of data.
Equipment and software procured by WEBIT on Client’s behalf (“Procured Equipment”) 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, WEBIT 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. WEBIT is not a warranty service or repair center. WEBIT will facilitate the return or warranty repair of 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 WEBIT will be held harmless, and (ii) WEBIT 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.
Suggestions and advice rendered to Client are provided in accordance with relevant industry practices, based on Client’s specific needs and WEBIT’s opinion and knowledge of the relevant facts and circumstances. By rendering advice, or by suggesting a particular service or solution, WEBIT is not endorsing any manufacturer or service provider.
The advice and suggestions provided by us in our capacity as a virtual chief technology, information, or information security officer will be for your informational and/or educational purposes only. WEBIT 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 WEBIT on Client’s corporate records or accounts.
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.
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 process, 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 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 and will be held harmless and indemnified by you against, any claims, costs, fees or expenses arising or resulting from (i) any response to the penetration testing 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.
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 is 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.
You will use all WEBIT-hosted or WEBIT-supplied equipment and hardware (collectively, “Infrastructure”) for your internal business purposes only. You shall not sublease, sublicense, rent, or otherwise make the infrastructure available to any third party without our prior written consent. You agree to refrain from using the infrastructure in a manner that unreasonably or materially interferes with our other hosted equipment or hardware, or in a manner that disrupts or is likely to disrupt the services that we provide to our other clientele. We reserve the right to throttle or suspend your access and/or use of the infrastructure if we believe, in our sole but reasonable judgment, that your use of the infrastructure violates the terms of the Quote, this Service Statement, or the Agreement.
If you register, renew, or transfer a domain name through WEBIT, we will submit the request to the applicable domain name services provider (the “Registrar”) on your behalf. Our sole responsibility is to submit the request to the Registrar, and we are not responsible for any errors, omissions, or failures of the Registrar.
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 devices 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 at 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.
You agree that you are responsible for the actions and behaviors of your users of the Services. In addition, you agree that neither Client, nor any of your employees or designated representatives, will use the Services in a manner that violates the laws, regulations, ordinances, or other such requirements of any jurisdiction.
In addition, Client agrees that neither it, nor any of its employees or designated representatives, will: transmit any unsolicited commercial or bulk email, will not engage in any activity known or considered to be "spamming" and carry out any "denial of service" attacks on any other website or Internet service; infringe on any copyright, trademark, patent, trade secret, or other proprietary rights of any third party; collect, attempt to collect, publicize, or otherwise disclose personally identifiable information of any person or entity without their express consent (which may be through the person or entity's registration and/or subscription to Client’s services, in which case Client must provide a privacy policy which discloses any and all uses of information that you collect) or as otherwise required by law; or, undertake any action which is harmful or potentially harmful to WEBIT or its infrastructure.
Client is solely responsible for ensuring that its login information is utilized only by Client and Client’s authorized users and agents. Client’s responsibility includes ensuring the secrecy and strength of user identifications and passwords. WEBIT shall have no liability resulting from the unauthorized use of Client’s login information. If login information is lost, stolen, or used by unauthorized parties or if Client believes that any hosted applications or hosted data have been accessed by unauthorized parties, it is Client’s responsibility to notify WEBIT immediately to request the login information be reset or unauthorized access otherwise be prevented. WEBIT will use commercially reasonable efforts to implement such requests as soon as practicable after receipt of notice.
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.
Service Statement 2026.1. Supersedes Service Statement 2023.1.
Other versions: Current version · Version 2023.1 (in effect)
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