Managed Services & Support Schedule

This Managed Services & Support Schedule applies where DTI Tech supplies managed services, professional services, project services, support services, consultancy, installation, configuration, monitoring, procurement support or third-party support services.

Services may be delivered by:

• DTI Tech
• authorised subcontractors
• vendors
• distributors
• channel-only managed service providers
• similar service partners

Our service partners may support the lifecycle of customers' IT investments, including professional services, managed services, support services, connectivity, logistics and business services.

Where services are delivered by a third-party channel partner, DTI Tech remains your commercial contact unless otherwise agreed.

However, the service itself may be subject to the relevant partner's service description, terms, scope, exclusions, support hours, escalation process and service levels.

The scope of each service will be set out in the relevant quotation, order form, statement of work, service schedule or proposal.

Unless expressly included, services do not include:

• unlimited support
• out-of-hours support
• on-site attendance
• hardware replacement
• software licensing
• cyber incident response
• backup restoration
• cabling
• project management
• data migration
• end-user training
• remediation of pre-existing faults

You must provide:

• accurate technical information
• timely access to systems and sites
• administrator credentials where required
• suitable licences
• backups
• named contacts
• remote access approvals
• security approvals
• maintenance windows
• cooperation from third-party providers

Delays caused by missing information, unavailable contacts, access problems, expired licences, unsupported systems or third-party dependencies may result in additional charges or revised timescales.

Any response times, fix times, monitoring alerts or resolution targets apply only where expressly stated in the relevant service schedule.

Unless expressly agreed as a binding SLA, response and resolution times are targets only.

A response does not guarantee immediate resolution.

Support does not include issues caused by:

• misuse
• unauthorised changes
• unsupported systems
• expired licences
• third-party outages
• malware or cyber incidents
• power, internet or environmental issues
• end-user error
• equipment not supplied or supported under the relevant agreement
• failure to follow advice or vendor instructions

Services may be charged on a fixed-fee, recurring, project, retained, hourly, day-rate or ad-hoc basis.

Additional work outside the agreed scope may be charged at our prevailing rates.

We may suspend services if invoices are overdue, access is withdrawn, security risks arise, vendor terms are breached, or continuing the service would create legal, technical or commercial risk.