Services Guide

All capitalized terms maintain the meanings defined in our Master Services Agreement.

Overview

This Services Guide defines the scope and procedures for managed services provided by Gravity Networks. It governs the relationship between Gravity Networks and clients receiving services described in executed quotes. Only those services specifically described in the Quote will be facilitated and/or provided to you.

Initial Audit / Diagnostic Services

The audit phase examines the client’s IT environment to assess readiness for managed services. Activities include:

• Environment readiness evaluation
• Hardware and software configuration review
• Vendor service agreement assessment
• Security vulnerability checks
• Backup and file recovery audits
• ISP and speed assessments
• Printer audits
• Telephone service reviews
• Asset inventory compilation
• Email and website hosting audits
• IT support process evaluation

Limitation: Auditing services exclude remediation of identified issues. Issues discovered in the Environment after the auditing process may be addressed in one or more subsequent quotes.

Onboarding Services

During onboarding, Gravity Networks prepares the IT environment for monthly managed services. Activities include:

• Removal of previous IT provider monitoring tools
• Device inventory compilation
• Endpoint protection installation
• Remote support agent installation
• Patch management configuration
• Unsafe application removal
• Performance optimization
• Firewall configuration review
• Battery backup assessment
• Network stabilization
• Server configuration documentation
• Business continuity strategy review
• Password policy updates
• User management process creation

Onboarding duration varies based on factors including product availability and third-party vendor coordination. Issues discovered during onboarding may be addressed in one or more subsequent quotes.

Ongoing / Recurring Services

Ongoing services continue after onboarding completion, typically billed monthly. Service start dates vary; clients should consult account managers for specifics.

Service Offerings

Backup and File Recovery – SaaS Data Protection

Implements cloud backup for Microsoft 365 or Google Workspace data:

• Daily backup and monitoring
• 256-bit AES encryption (transit and rest)
• Indefinite retention with active subscription
• Recovery during business hours (8:30 AM – 7:30 PM ET)
• Requests via email or phone

Backup and File Recovery – Servers

• Backup success/failure monitoring
• Imaging software maintenance
• Firmware updates
• Daily recovery verification
• On-premise backups: 30-day rolling retention
• Cloud backups: 30-day rolling plus 12-month monthly snapshots
• Failure alerts on managed servers

Backup and File Recovery – Workstations

• Backs up designated Windows workstations
• Daily backups with 30-day rolling retention
• 12-month monthly snapshots
• Daily recovery verification
• Monitoring and remediation of failures

Backup Monitoring

Limited monitoring service for existing backup applications:

• Backup status monitoring
• Failure error detection
• Free space restriction alerts

Note: This service monitors only; it is not a backup solution.

Block of Hours / Allocated Consulting Hours

On-demand technical consulting services:

• Scope, timing, term, and pricing established via email or invoice
• Defects must be reported within 10 days of completion
• After 10 days, issues are billed at current hourly rates
• Services provided during normal business hours (8:30 AM – 7:30 PM ET) unless mutually agreed otherwise
• Off-hours services subject to increased fees and availability constraints

Cloud Hosting

• Redundant connectivity, power, cooling
• Upgradeable equipment and virtual environments
• Third-party provider supplied and hosted
• Multi-tenant architecture with shared resources
• Windows Server operating system configuration

Compliance-as-a-Service (CaaS)

• HIPAA Security, HIPAA Privacy, SOC 2 compliance tracking
• Training video and template access
• Compliance training and audit provision
• Training assignment and employee attestation logging
• Automated reminders for compliance-related dates
• Auto-generated certificates upon completion

Important:CaaS requires Client’s ongoing cooperation and participation. To the extent Client provides incomplete, inaccurate, or outdated information, the results of the CaaS may be incorrect or incomplete.

Dark Web Monitoring

• Continuous dark web monitoring for supplied credentials
• Human and machine-powered monitoring
• Incident review and end-user notification
• No guarantee of detecting all actual or potential credential misuse

Domain Hosting

• DNS record access and management
• CNAME, MX, TXT, SPF record management
• DNS change processing within business hours
• Changes may require up to 24+ hours to process

Email Threat Protection

• Phishing, business email compromise, spam, malware protection
• Friendly Name filters for impersonation protection
• Newly registered and observed domain protection
• Display name spoofing protection
• Domain name variation detection

End User Security Awareness Training

• Multi-lingual, on-demand training videos
• Online quizzes for retention verification
• Baseline phish-prone percentage testing
• Simulated phishing email campaigns

Endpoint Antivirus & Malware Protection

• AI and machine learning-based protection
• Unauthorized behavior detection
• Suspicious action blocking before execution
• Sandboxed app analysis
• File-based and fileless malware protection
• Script whitelisting
• Unwanted web content blocking
• Advanced phishing detection
• Low-reputation IP content detection

Extended Detection & Response (XDR)

• Multi-layer security data correlation (email, endpoint, server, cloud, network)
• Automated threat detection
• Extended malware sweeping and investigation
• Deep learning malware detection
• Web and application security controls
• Intrusion prevention
• Data loss prevention
• Exploit and boot record protection
• Managed detection with forensic data export
• Requires minimum two monitoring layers

Firewall Management

• Monitoring and updates (software/firmware)
• Hacker access prevention
• Encrypted remote access provision
• Traffic antivirus scanning
• Website content filtering

Managed Detection & Response (MDR)

• Continuous network monitoring and threat hunting
• Real-time threat response
• Alert handling per service response times
• Security reports on request
• Business hours remediation services

Remote Infrastructure Maintenance & Support

• Configuration, monitoring, preventative maintenance
• On-site dispatch if remote efforts fail
• On-site timing subject to technician availability

Remote Monitoring and Management

• Agent-based system and event reporting
• Capacity monitoring (standard HDD partitions only)
• Routine OS inspection and cleansing
• Update and patch review and installation

Server monitoring includes: hardware failure detection, offline device alerts, update failures, low disk space, agent issues, excessive uptime, automatic reboots.

Workstation monitoring includes: offline alerts, low disk space, agent issues, excessive uptime, automatic reboots.

Security Incident & Event Monitoring (SIEM)

• Initial assessment to define monitoring scope
• External and internal threat detection
• Threat correlation against known baselines
• Human analyst review and disposition determination
• First 30 days used for environment baseline establishment
• Monitoring and alert only; remediation excluded

Server Monitoring & Maintenance

• 24/7 agent-based status and event reporting
• Online status monitoring
• Capacity and performance monitoring (CPU/memory)
• Service failure alerts
• Endpoint protection monitoring
• OS inspection and cleansing
• Secure remote connectivity
• Update and patch installation
• Asset inventory collection

Software Licensing

All software is licensed, not sold:

• Subject to end-user license agreements (EULAs)
• Subject to acceptable use policies (AUPs)
• Gravity Networks may accept EULAs on client behalf
• Clients must assume all software has applicable restrictions
• EULA/AUP copies available upon request

Two Factor Authentication

• Multi-factor authentication for on-premises and cloud apps
• Custom access policies (role, device, location-based)
• Device health identification
• Risky device detection

Updates & Patching

• Remote update and bug fix deployment
• Minor enhancement installation
• Service pack, security update, firmware deployment
• All managed systems kept current with critical patches

Important: Patches are developed by third party vendors and, on rare occasions, may make the Environment unstable or cause failure. We will not be responsible for any downtime or losses arising from the installation of any Patch.

Virtual Chief Information Officer (vCIO)

• Primary point of contact for business IT issues
• Information/data plan and budget creation
• Strategic technology guidance
• Company-specific standards and best practices
• Technology education and recommendations
• Scheduled meeting participation
• Technology documentation maintenance
• Usage assessment and improvement recommendations

Voice Over IP (VoIP) Services

• Call transferring, voicemail, caller ID, hold, conferencing, call waiting
• Central control panel for configuration
• Physical address registration
• Mobile, web, and desktop app dialing support

Vulnerability Scanning & Remediation

• External scans (IP address vulnerability) monthly
• Internal scans (network systems) annually
• Business review meeting discussion
• Report availability on request

Access Points / Wi-Fi Services

• Access point installation at client premises
• System maintenance, supervision, management
• Compatible equipment with current industry standards
• Remote support during business hours (best efforts)
• Client-supplied devices must be less than 5 years old and manufacturer-supported

Workstation Monitoring & Maintenance

• 24/7 agent-based status and event reporting
• Online status monitoring
• Capacity and performance monitoring
• Endpoint protection monitoring
• OS inspection and cleansing
• Secure remote connectivity
• Update and patch installation
• Asset inventory collection

Covered Environment

Managed services apply only to devices specified in the Quote (“Covered Hardware”). Coverage generally includes technology assets (computers, servers, networking equipment) owned by the client. Personal device guidance may be provided as accommodation; support generally excludes personal devices.

Per-User Basis Services:When billed per-user, services cover up to two business devices per user. A “Business Device” must be:

1. Client-owned or leased and used primarily for business
2. Regularly connected to managed network
3. Include installed monitoring software agent

Supported vs. Non-Supported Software:Supported software (licensed through Gravity Networks) receives best-effort support. Non-Supported Software receives “best-effort” basis support only, with Level 2+ support facilitated through vendors. Manufacturers may charge fees for support; maintaining Service Contracts is strongly recommended.

Physical Locations Covered by Services

Remote services are standard; on-site visits scheduled per issue priority and technician availability. Unless otherwise agreed, primary on-site services location is client’s primary business location. Additional fees may apply for on-site visits per Service Level section.

Minimum Requirements / Exclusions

Required Client Maintenance

• Server hardware under current warranty
• Windows operating systems running currently supported versions with latest service packs and critical updates
• All software genuine, licensed, vendor or OEM-supported
• Server file systems and email systems protected by current virus protection
• Currently licensed, vendor-supported server-based backup solution
• Secure encryption for wireless data traffic
• Working UPS devices connected to all servers
• Data integrity assumed for backup devices; restoration to last successful backup point only
• Software installation media and key codes provided for failures
• Exclusive administrative privileges provided to Gravity Networks
• No unauthorized modifications to firewall, server, or NAS appliances

Expressed Exclusions

• Third-party application customization or programming
• Unsupported operating systems, applications, or hardware
• Data/voice wiring or cabling services
• Battery backup replacement
• Equipment relocation
• Costs to achieve minimum requirements
• Hardware repair costs or parts acquisition
• Shipping charges

Service Levels

Availability:Automated monitoring provided 24/7/365. Response, repair, and remediation services provided during business hours (M–F, 9 AM – 7 PM ET, excluding holidays), unless otherwise specified.

Response Times by Severity

All timeframes calculated from notification time through designated support portal, help desk, or phone.

Off-Hours Support

Available case-by-case, subject to availability, on time-and-materials basis:

• Senior Engineer: 1.5x normal rate
• Support Technician: 1.5x normal rate
• Billed in 15-minute increments (partial increments rounded up)
• One-hour minimum applies

Gravity Networks-Observed Holidays

• New Year’s Day
• Memorial Day
• Independence Day
• Labor Day
• Thanksgiving Day
• Day after Thanksgiving
• Christmas Day

Service Credits

Target Service Level is 90% monthly. Failure to meet target entitles clients to pro-rated credits equal to 1/30 of monthly recurring fees per missed day. Credits cannot exceed 30% of total monthly recurring fees.

Fees

General Structure:Fees indicated in Quote; Third-Party Service fees may accrue before “go-live” date.

Reconciliation:Clients responsible for all Third-Party Service fees accruing before “go-live” date; fees reconciled through monthly invoices.

Environment Changes: Initial fees per Quote; fees automatically modified for environment or authorized user count changes.

Travel Time: No charge for travel up to 45 minutes from office. Time beyond 45 minutes billed at current hourly rates. Tolls, parking, and related expenses also billed.

Appointment Cancellations: Free cancellation/rescheduling with one business day notice. Late cancellations incur 2-hour consulting fee (normal or non-business rate as applicable).

Access Licensing:“Per seat” or “per device” licenses cannot be canceled after purchase and often cannot be transferred. Fees are non-mitigatable regardless of termination reason; full term fees required even upon termination.

Term and Termination

Commencement:Services begin on Quote-specified date (“Commencement Date”); Gravity Networks may delay until onboarding completion and deficiency remediation.

Initial Term: Services continue through initial term specified in Quote.

Renewal: Services automatically renew for successive periods unless either party provides written non-renewal notice per MSA requirements.

Renewal Price:Price upon renewal subject to adjustment; 30 days’ written notice required of any price change.

Termination: Either party may terminate with written notice per MSA. Early termination may incur early termination fees per MSA terms.