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Managed IT Support & Care
To be read in conjunction with the Master Terms and Conditions
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1. Definitions
1.1 Terms defined in the Master Terms have the same meaning here.
1.2 In addition:
“Business Hours” means 09:00–17:30 UK time, Monday to Friday, excluding bank/public holidays in England & Wales.
“Change” means a modification to the Customer Environment, including moves, adds and changes (MACs).
“Customer Environment” means the Customer’s IT systems, devices, software, networks and cloud services within scope of this Schedule.
“EDR/AV” means endpoint detection and response/anti-virus software.
“Endpoint” means an end-user computing device (desktop, laptop or thin client and, where included, tablets/smartphones enrolled to the Customer’s MDM) onboarded as a Managed Device; for clarity, Servers, Network Devices and printers/MFDs are not Endpoints.
“Incident” means an unplanned interruption to, or reduction in the quality of, an IT service.
“Managed Device” means any Endpoint, Server or Network Device onboarded to technologE’s tooling (e.g., RMM/EDR/patching) and within the Service scope.
“Network Device” means a firewall, router, switch, wireless controller/access point or similar network appliance onboarded as a Managed Device.
“Product” means any of: Managed Device Support – EndPoint; Managed Device Support – Server; Managed Device Support – Firewall; Managed Device Support – Router; Managed Device Support – Switch; Managed Device Support – Wireless Controller/AP.
“OOH” means Out-of-Hours, i.e., any time outside Business Hours.
“Project” means scoped change delivered outside day-to-day support, under a Statement of Work or a separate Order.
“RMM” means remote monitoring and management tooling deployed by technologE.
“RPO/RTO” mean the Customer’s recovery point/time objectives.
“Security Baseline” means the minimum controls in Appendix A.
“Service Desk” means technologE’s point of contact for Incidents and Service Requests.
“Service Request” means a request for information, access or a standard Change.
“Support Levels” means the following categories used in Appendices B and F:
“Full Support” – technologE installs/configures where applicable and provides end-to-end incident diagnosis and resolution (including vendor liaison) within the agreed scope.
“Install & Triage” – technologE installs/configures to vendor requirements, performs first-line investigation of
access/connectivity/basic issues and liaises/escalates to the vendor; detailed application consulting and customisation are excluded.
“Install” – technologE performs installation/deployment only and verifies basic operation; ongoing troubleshooting and incident resolution sit with the Customer or vendor unless otherwise agreed.
“Vendor Support Only” – technologE does not install or troubleshoot; technologE acts as coordinator to log and escalate with the vendor and track progress.
“Third-Party Applications List” means the catalogue in Appendix B B2 identifying third-party applications and vendors for which technologE provides first-line triage and vendor liaison (scope per Section 10), as updated by agreement in writing (including ticket/email confirmation) during the Service.
“Third-Party Vendor” means the supplier of any third-party hardware, software, connectivity or cloud service used by the Customer.
2. Agreement Structure and Precedence
Each Order Form incorporating this Schedule constitutes a binding contract for Managed IT Support. If there is conflict, the order of precedence in the Master Terms applies.
3. Commencement, Term and Renewal
Service commences on the Service Effective Date in the Order Form, or upon onboarding of the first Managed Device. Term and renewals are as in the Master Terms, including 12-month Renewal Terms with 90 days’ prior written notice to prevent renewal.
4. Service Packages, Products and Scope
Products under this Schedule:
(a) Managed Device Support – EndPoint
(b) Managed Device Support – Server
(c) Managed Device Support – Firewall
(d) Managed Device Support – Router
(e) Managed Device Support – Switch
(f) Managed Device Support – Wireless Controller/AP
EndPoint – Essentials: Service Desk in Business Hours; RMM monitoring/alert triage; OS/3rd-party patching; EDR/AV
management; Microsoft 365 & Active Directory user/group/GPO changes; vendor liaison; monthly true-up.
EndPoint – Complete: all of Essentials plus proactive maintenance, warranty/lifecycle assistance, quarterly service
review, automation/hardening tasks aligned to the Security Baseline.
Server Support: RMM monitoring, patching, EDR/AV management, file share permission changes/basic recovery, vendor escalation; monthly true-up. Major OS upgrades/replatforming = Projects.
Network Device Products: Monitoring/alerts, config backup/restore, planned firmware lifecycle, standard changes
(rules, VLANs, SSIDs), incident triage/vendor escalation.
Exclusions: hardware break/fix, redesigns, migrations, major upgrades (Projects).
Exclusions: unauthorised changes; EOL systems; force majeure; public cloud/SaaS outages; voice carrier incidents; local LAN issues; cyberattacks (unless caused by proven failure to deliver agreed security measures); ancillary devices not supplied; third-party software not billed unless agreed.
5. Service Hours, Contact and OOH/P1 Add-On
5.1 Business Hours support. Business Hours support is included.
5.2 OOH/P1 Add-On (chargeable). Where purchased, SLA clocks run continuously Out of Hours. P1 intake Out of Hours is via phoneor technologE’s monitoring/alerting systems; other priorities follow the standard contact routes.
5.3 How to raise tickets. Tickets must be raised by email to support@technologe.co.uk or by phone on 03330 153 610. During Business Hours, P1 incidents must be raised by phone [TL3.1]. Out of Hours, P1 incidents may be raised by phone or automatically via technologE’s monitoring/alerting systems. Tickets raised outside these routes are not covered by the SLA timings in Section 6.
5.4 Escalation contact. Head of Service Delivery (Escalations) [TL4.1] — call 03330 153 610 or email support@technologe.co.uk with subject line “ESCALATION – [Ticket Number]”.
6. Service Levels (targets)
* SLA clocks run in Business Hours unless OOH/P1 Add-On purchased.
7. Security Baseline (mandatory)
7.1 Scope of Baseline. The Security Baseline in Appendix A sets out the minimum security controls required for supported systems. technologE shall operate and maintain those elements of the Baseline which are expressly included in the Product(s) purchased by the Customer under this Schedule (for example, patching
cadence, managed AV/EDR, vulnerability scans, certificate validity). All other elements of the Baseline (for example, MFA enablement, user/admin rights policy, and end-user compliance) remain the responsibility of the Customer.
7.2 Dependency. technologE’s obligations and SLA targets are contingent on the Security Baseline being in place across the Customer Environment. If the Customer has not purchased a Product that includes a given Baseline element, responsibility for implementing and maintaining that element rests solely with the Customer. technologE may suspend SLA targets for any affected systems until the Baseline is restored.
7.3 Remediation. Gaps identified at onboarding or during service will be reported to the Customer with recommended remediation. Where remediation is required and not included within the purchased Product, such work is out of scope unless otherwise agreed in an Order Form or SoW.
8. Service Reviews
8.1 A Quarterly Service Review is included where EndPoint – Complete is purchased; optional add-on for EndPoint – Essentials.
8.2 Any detailed or bespoke reporting packs are optional, chargeable add-ons.
9. Backup and Disaster Recovery (separate service)
9.1 Backup/DR is not included in this Schedule and, if required, is provided under a separate service/SoW.
9.2 Where the Customer does not purchase technologE’s backup service, the Customer is solely responsible for
implementing/managing backups and DR, setting and documenting RPO/RTO, testing recoveries and retaining evidence.
9.3 Recovery assistance (including data restores and forensics) is time-and-materials unless included in a separate backup service.
9.4 Nothing in this clause varies the liability provisions in the Master Terms.
10. Third-Party Vendor Management
10.1 technologE will, where reasonable and authorised, act as the Customer’s point of contact and escalate with Third-Party Vendors listed in Appendix B B2 (Third-Party Applications List) and others agreed in writing, including: ISPs/connectivity; Microsoft 365; commonly used SaaS; mainstream endpoint/security/network vendors; and agreed line-of-business applications.
10.2 technologE is not responsible for vendor defects, outages, SLAs or remedies. Remedies available to the Customer are limited to those technologE is entitled to obtain from the relevant supplier.
10.3 The vendor list and escalation boundaries may be updated by agreement during service reviews.
11. Change & Project Gateway
11.1 Standard Changes are fulfilled via the Service Desk (e.g., starters/leavers, permissions, standard software installs).
11.2 Non-standard/complex changes (e.g., migrations, new sites, server builds, network redesigns, major version upgrades) are Projects delivered under a Statement of Work or a separate Order and priced per the Price List.
11.3 technologE will advise, in-ticket, when a request crosses the gateway and will provide scope/estimates for Customer approval.
12. Onboarding and Assumptions
12.1 Discovery and baseline documentation; deployment of RMM/EDR; capture of risks and recommended remediation.
12.2 The Customer will provide admin access/delegated admin, vendor account details and reasonable network access.
12.3 Pre-existing faults, unsupported OS and critical risks may be triaged but resolution is out of scope unless separately ordered.
13. Customer Obligations
The Customer shall:
(a) provide information, access and cooperation;
(b) maintain lawful software licences;
(c) keep supported software within vendor lifecycle;
(d) follow technologE’s reasonable instructions;
(e) ensure end-user compliance with applicable policies;
(f) maintain the Security Baseline;
(g) provide secure access and power to enable service delivery;
(h) maintain valid third-party software applications and licences (where not provided by technologE); and
(i) notify technologE in advance of planned changes impacting supported systems.
14. Fair Usage
14.1 “Unlimited remote support” and fulfilment of Standard Changes (including Starters/Leavers, permissions and software installs) are provided on a fair usage basis.
14.2 Fair Usage means that the Customer’s usage is broadly consistent with technologE’s other customers of a similar size and profile.
14.3 As a guideline, up to one or two new Starter/Leaver requests per ten (10) Endpoints per month will generally be considered Fair Usage. Significantly higher volumes, or sustained patterns materially above industry norms, may be deemed excessive.
14.4 Where Fair Usage is exceeded, technologE may initiate a joint remediation plan with the Customer, allowing a reasonable improvement window. If usage remains excessive, technologE may adjust the Charges or scope accordingly, or exercise its rights under the Master Terms.
15. Charges and Payment
15.1 Charges (priced per Product on a per-device basis) are as set out in the Order Form/Price List and are subject to monthly true-up.
15.2 OOH/P1 Add-On, on-site attendance, Projects and out-ofscope tasks are charged at the then-current rates in the Price List or as agreed in a SoW/Order.
15.3 Annual price adjustment: As set out in the Master Terms (CPI only) on 1 April each year.
15.4 True-Up Calculation: Device counts for each Product category (EndPoint, Server and each Network Device type) are taken from technologE’s RMM inventory as at the last Business Day of each month. Adds are chargeable from the onboarding date; removals take effect from the documented offboarding date. Proration may apply for part-months as set out in the Price List.
16. Suspension
technologE may suspend the Service in accordance with the Master Terms (including for non-payment, suspected misuse, or security/operational reasons). Charges continue to accrue during suspension.
17. Termination and Exit
17.1 Termination is governed by the Master Terms (including 12-month rollovers and 90-day notice).
17.2 Upon termination/expiry, technologE will provide reasonable cooperation for transition to the Customer or a replacement supplier. Offboarding (e.g., documentation export, credential transfer, agent removal) is chargeable unless otherwise agreed.
17.3 The Customer remains responsible for removing or replacing technologE-managed tooling and for any residual third-party licensing commitments.
18. Liability
Liability (including overall caps and any first-year cap) is governed by the Master Terms.
19. Data Protection
Each party shall comply with UK GDPR and the Data Protection Act 2018. Where technologE processes Personal Data as processor, the parties shall enter into a data processing agreement.
20. General
20.1 technologE may amend the Price List on notice as permitted by the Master Terms.
20.2 Nothing in this Schedule affects the parties’ rights and obligations under the Master Terms, which continue in full force and effect.
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Appendix A – Security Baseline
• Managed AV/EDR on all Managed Devices
• OS & 3rd-party patching cadence
• MFA where possible(M365, VPN)
• Admin rights policy (least privilege)
• Email security (SPF/DKIM/DMARC aligned)
• Quarterly vulnerability scans
• Certificate validity
Appendix B – Supported Platforms
Support Levels Legend:
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B1 – Supported Endpoint Operating Systems:
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Supported Endpoint Operating Systems​
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B2 – Supported Third Party Applications List:
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Supported Third-Party Applications
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B3 – Supported Server Operating Systems:
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Supported Server Operating Systems
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Appendix C – OOH/P1 Add-On
• Intake: P1 must be raised by phone out of hours or by automation
• Targets: response 30m (P1) / 1h (P2), updates hourly/2-hourly, resolution continuous
• Coverage: Outside Business Hours & bank holidays
• Commercials: Per Price List/Order Form
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Appendix D – Standard Request Catalogue
• Starters/leavers
• Mailboxes/distribution lists
• MFA resets
• Printer mapping
• Folder permissions
• SharePoint/OneDrive
• Teams policy changes
• Standard software installs
• Basic peripheral setup.
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Appendix E – Network Device Products
Firewall: monitoring, config backup, policy changes, vendor escalation (excludes redesign/SD-WAN)
Router: monitoring, config backup, routing/NAT changes, vendor escalation (excludes WAN re-arch)
Switch: monitoring, config backup, VLAN/port changes, vendor escalation (excludes campus redesign)
WLC/AP: monitoring, config backup, SSID/policy/RF tweaks, vendor escalation (excludes site-wide redesigns
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