Managed Services Terms

LAST REVISION: [11 Apr 2022]
Support Services for Server, Network, Infrastructure Devices, and Workstations

Only those services included in an active agreement approved and signed by designated representatives from both the Customer and the Company will be provided.

Server Monitoring

  • 24×7 remote monitoring of connectivity, key Windows services and key event logs
  • Monitor key functions and establish performance thresholds, including disk space, CPU utilization, and memory utilization.
  • Notification of service issues discovered through monitoring.
  • Server Online status, polled every five (5) minutes
  • Event log, system logs and applications log alerts.
  • Event logs for exchange services
  • Base server performance
  • DNS, databases, and SQL server stats
  • Low disk space
  • Disk performance, IO, read write
  • Windows paging
  • SQL database and logs if applicable
  • Notification of service issues discovered through monitoring

Server Management and Maintenance

  • Server maintenance windows
    • Customer may determine the acceptable server maintenance windows.
    • Remote server management may require a server to be taken off-line or rebooted.  
  • Deployment of Microsoft patches as approved by Customer.
  • Maintenance of offered anti-virus software and virus signature profile.
  • Implementing new upgrades to the operating system or packaged applications

Network Devices

  • Monitor Firewalls, Routers, and Switches
  • Manage and remediate any issues or problems related to covered network devices, including internally managed network switches, firewalls, and routers.  Additional fees may be incurred for replacement of equipment or upgrades.
  • Maintain firewall and security services.  Updates of the firewall to secure the network according to manufacturer specifications may incur additional fees.

Workstation Monitoring

  • 24×7 remote monitoring of:
    • CPU, Disk, Memory, and Patch Status – every 4 hours
    • Connectivity and DNS – every 15 minutes
  • Notification of service issues discovered through monitoring

Workstation Management and Maintenance

  • Workstation maintenance windows
    • Customer will determine the acceptable workstation maintenance windows.
    • Remote workstation management may require a workstation to be taken off-line or rebooted.  
  • Deployment of Microsoft patches.
  • Maintenance of offered anti-virus software and virus signature profile.

Remote Support

  • Unless agreed to by establishing a 24×7 Managed Services Agreement, during normal business hours of 8 AM – 5 PM Monday through Friday, remote support by phone and secure remote management sessions will be provided for all support needs related to the operating system, internet connectivity, and the correct installation and functioning of the following applications:
    • Microsoft Windows Server 2012R2 or later
    • Microsoft Exchange 2016 or later
    • Microsoft SQL 2016 or later
    • Microsoft Office 2016 or later
    • Microsoft Windows 10 or later.
  • Standard Hours 
    • Help Desk support between 8 a.m. and 5 p.m. CST, Monday to Friday, excluding public holidays
  • Any response during non-standard hours is for network down or global issues that prevent Customer’s overall operations and will be by email alert notification to client only.
  • Any support during weekends, public holidays, and non-standard hours may be provided on an “as available” basis by SandStorm IT and will invoke overtime and holiday labor rates. This may be superseded if a 24/7 agreement is in place.
  • During normal hours, SandStorm IT will dispatch as needed and requested by appropriate Customer management, a qualified Technical / Systems Engineer onsite to provide server, network and other covered device support services to resolve covered incidents that cannot be resolved remotely within a two (2) hour timeframe.
  • Secure Remote Access
    • Remote tools, including remote access to servers or other devices are required to resolve certain issues covered by this agreement. 
    • Customer agrees to permit SandStorm IT representatives remote access to all systems covered by this agreement.
    • Customer may be required to provide software licensing, information or perform tasks to successfully resolve issues.
  • Help Desk Access
    • A primary point of contact or contacts at Customer, and their alternates, interact with the Help Desk / Support Personnel to avoid multiple tickets being generated for the same issue.


The full and effective operation of SandStorm IT’s service delivery tools and processes depend on the following system requirements being met.  Requirements that are not met may affect system stability and the ability for SandStorm IT to resolve issues promptly.

  • A firewall from a major brand (e.g., Cisco, SonicWall) must be installed and must be under manufacturer warranty and/or have relevant support contracts.  A static IP address is required for the firewall.
  • The supported operating systems are as follows:
    • Servers
      • Microsoft Windows Server 2012 R2 or later.
      • Microsoft Exchange Server 2016 or later
      • Microsoft SQL Server 2016 or later
    • Workstations
      • Windows 10 or later
  • Support will not be provided for any Operating Systems that are beyond the manufacturer’s published End of Support date or for equipment beyond its standard service life.
  • Cabling must be Category 5e or higher and properly grounded and bonded electrical infrastructures and suitable power surge protection for all critical systems must be installed.  
  • UPS backup power must provide at least ten minutes of battery run time for all servers.  Room temperature must be maintained for servers and network devices according to manufacturer’s specifications.
  • All Customer’s Servers must be covered under this Schedule of Services agreement unless specifically agreed to herein.


Customer agrees to:

  • Notify SandStorm IT of all Customer’s employee terminations if access to Customer systems needs to be revoked.
  • Follow safe browsing and safe email procedures.  No anti-virus solution is foolproof and the Customer’s systems are not guaranteed to be 100% virus free by using this service.
  • Provide remote access to all supported devices to allow technical issues to be resolved.
  • Notify SandStorm IT via Service Ticket twenty-four (24) hours or more prior to any significant proposed device changes to allow SandStorm IT to review prior to any changes occurring.
  • Own genuine user or device licenses for every operating system and application installed and to maintain records of all software media with CD-keys, serial numbers and unlock codes.
  • Own valid maintenance contracts for all software and devices and to designate SandStorm IT as an authorized agent of Customer under those contracts.
  • Maintain 3rd party software support contracts for all line-of-business applications to address end-user support, updates and upgrades, or to develop and maintain above expertise internally by Customer staff.
  • Designate internal personnel to act as “smart hands” to perform simple on-site tasks.
  • Plan for upgrade of any device, operating system or application that becomes or is scheduled to become end-of-life and end-of-support by its manufacturer, whether or not covered under this Schedule of Services.



SandStorm IT will use commercially reasonable efforts to maintain satisfactory uptime and availability for all supported devices and to respond and escalate all reactive support according to the Service Level Objectives identified below.

System availability may be affected by reasons beyond SandStorm IT’s control including:

  • Defects or malfunctions in a device
  • Operating system or application
  • Customer changes to devices
  • Reprioritization of tasks by Customer
  • Problems resulting from actions or inactions of Customer contrary to SandStorm IT’s reasonable recommendations.
  • Loss of power or Internet connectivity.


For each selected service, SandStorm IT will perform reactive services in accordance with its problem prioritization, management and escalation processes.  A service ticket in SandStorm IT’s systems will be used to track and document each service level incident.

  • Alert / Issue Priorities
    • Emergency – Network down or global issues that prevent Customer’s overall operations
    • High – Issue that prevents a major function from normal operation but not the entire Customer environment
    • Normal – Issue that prevents a significant function but has a workaround solution
    • Low – Minor issue that doesn’t prevent a significant function and can be addressed on a planned schedule
  • Response Times
    • Emergency – An interruptive alert will result in immediate notification to designated Customer management to triage and determine course of action.
    • High – An interruptive alert will result in immediate notification to designated Customer management to triage and determine course of action.
    • Normal – A standard alert will result in an email notification to designated Customer management.  
    • Low – A standard alert will result in an email notification to designated Customer management.  During the next normal business day, SandStorm IT will communicate with Customer management to schedule