Last Updated Date: January 1, 2025

Spartan Protect Services – Terms and Conditions

This Order Form. is entered into and made effective as of the Order Form Date above by and between Northern Technology Services LLC (“NTS”) and the named client and is made pursuant to the specific terms and conditions located at https://ntsmanaged.com/sprits-msa/ (“Agreement”), which shall be incorporated herein by reference.

Term.

The initial term of this SOW shall commence on the Effective Date and shall continue for a period of ninety (90) [days] thereafter (“Initial Term”), unless terminated earlier in accordance with the terms and conditions of the Agreement. This Order Form shall automatically renew for additional one (1) [years] periods (“Renewal Term”), unless either party provides written notice to the other party of its intent to terminate this SOW pursuant to the terms and conditions contained herein and/or the Agreement. The Initial Term together with any and all Renewal Terms, shall be collectively referred to herein as the “Term.”

Inclusions (Supported Services & Responsibilities)

The helpdesk team will provide support for the following:
User Support & End-User Devices

  • Troubleshooting end-user devices (desktops, laptops)
  • Desktop and Laptop password resets and account unlocks
  • Printer and scanner setup & troubleshooting
  • Email configuration and troubleshooting
  • VPN, remote access

Network & Infrastructure Support

  • Basic network troubleshooting (internet connectivity, LAN/WAN issues)
  • Wi-Fi connectivity support for employees
  • Firewall rule changes (with approvals)
  • Monitoring network health & uptime

Software & Applications

  • Installation and troubleshooting of company-approved software
  • Support for Office 365, Google Workspace, or other productivity suites
  • Basic troubleshooting for enterprise applications (CRM, ERP, etc.)
  • Managing software licenses and updates

Security & Compliance

  • Ensuring endpoint protection is active and updated
  • Incident response for detected security threats (phishing, malware, etc.)

Communication & Collaboration Tools

  • Microsoft Teams, Zoom, and Slack support
  • Microsoft OneDrive Troubleshooting

Asset & License Management

  • Tracking IT assets (computers)
  • Hardware warranty and RMA processing
  • IT procurement recommendations

Out-of-Scope Services.

Unless otherwise agreed by the parties in writing, any out-of-scope services would be considered to be categorized by the exclusions listed below and shall be charged on a time and materials basis at the following rates or will be quoted as a project. Additional out-of-scope services would also include all non-business hour remote support as stated below at the following rates with the exlusion of non-business hour remote support with the Spartan Protect Ultimate plan as long the support request is listed as a critical priority described as (Critical – Immediate attention required. The issue is causing a complete work stoppage or outage for a core business function or critical infrastructure. No workaround exists, and delays directly impact business operations or violate compliance obligations.):

·On-Site Support (1 hour minimum):$125/hour during business hours or $175/hour during non-business hours

Business Hours 8am to 5pm Eastern Standard Time Monday through Friday. Limited to Organizations within Michigan, Travel Charges May Apply at Discounted Rates at Time of Scheduled Appointment or On-Site May Be Denied.

·Remote Support (1/2 hour minimum): $75/hour during business hours or $125/hour during non-business hours
Business Hours 8am to 5pm Eastern Standard Time Monday through Friday

 

Exclusions (Out-of-Scope-Services)

The helpdesk team will NOT provide support for the following:

Non-Standard & Unsupported Devices

  • Personal devices (unless part of a BYOD policy)
  • Home networks or personal ISP issues
  • Unauthorized hardware or software

Advanced Network & Infrastructure Issues

  • Core networking configurations (switches, routers, firewalls)
  • ISP or third-party vendor coordination (unless pre-approved)
  • Data center hardware maintenance

Custom Development & Software Coding

  • Writing or modifying custom scripts, applications, or integrations
  • Database administration beyond basic troubleshooting
  • API integrations or development work

Major System Upgrades & Projects

  • Large-scale infrastructure migrations or implementations
  • Business application major upgrades or reconfigurations
  • Security penetration testing or forensic investigations

End-User Training Beyond Basic Guidance

  • Extensive training for applications (beyond knowledge base support)
  • Business process training for internal tools

Compliance & Legal Matters

  • Handling legal compliance issues directly
  • Security audits beyond internal reporting

Payment

In consideration of NTS’ performance of the Services in accordance with this Order Form and the Agreement, Client shall pay NTS the fees set forth herein (“Fees”). The one-time on-boarding Fee and the first monthly Fee shall be due upon execution of this Order Form, and subsequent monthly Fees shall be invoiced on the first day of each calendar month during the Term. The initial monthly Fee shall be prorated if the Order Form Effective Date is any day other than the first day of a calendar month.

Unless otherwise expressly agreed by the parties, all payments shall be made in accordance with the terms and conditions of the Agreement.

Restocking Fees

Standard stocking equipment is eligible for returns within 14 days after the first install if equipment falls under the following requirements: Original Packaging, without damages. Non-Standard Stock Equipment (i.e;.,l: Special Order) may not be eligible for return. In the event such Non Standard Stock Equipment is eligible for return there will be a 25% restocking fee. Eligibility will be based upon decision from NTS with communication between their vendor.

Hardware/Software Included

All hardware/software included as part of our subscription services is property of NTS, if account is in charge off all property is required to be returned to NTS. Client will be offered to pay off at NTS listed price any hardware they may be eligible to keep. Hardware software includes, HaaS Firewalls, Anti-Virus, RMM, etc if covered by the Agreement and provided by NTS.

Acknowledgement and Approval by Parties

The parties have caused this Order Form to be signed by their duly authorized representatives as of the date set forth below.