Exclusions and Guidelines

• Constant C Technology Group will only work on authentic, properly licensed software. Hacked, illegal, or unlicensed software is not supported.
• Constant C Technology Group provides support for business applications only. Applications such as social media platforms, streaming audio/video services, shopping sites, or personal email accounts are not supported.
• Support provided to a Client’s unsupported employee and/or unsupported device is considered billable.
• Constant C Technology Group does not support Home Edition operating systems in environments utilizing Active Directory (AD).
• Constant C Technology Group monitoring, managed detection and response (MDR) software, enhanced endpoint protection software, DNS protection software, multi-factor authentication (MFA) and/or two-factor authentication (2FA) controls, anti-malware, and anti-virus agents may not be removed, disabled, altered, bypassed, or intentionally interfered with by any third party, the Client, or Client employees. Removal, tampering, modification, or circumvention of any such protections constitutes a breach of contract, and all time required for remediation, investigation, reconfiguration, or reinstallation will be billable. Incident response rates may apply where security risk is introduced.
• Access to Constant C Technology Group–managed devices may not be restricted, removed, or disabled during the term of the agreement. Any effort required to restore access will be billable.
• Only software approved by the Client’s executive management may be installed on Client systems.
• Constant C Technology Group recommends that end users not have local administrator rights. If administrator access is granted and results in system malfunction, malware infection, or security incidents, remediation will be billable and incident response rates may apply.
• Constant C Technology Group will require a Letter of Agency (LoA) to communicate with and manage Client vendors (e.g., Internet service providers, third-party software vendors).
• Projects are billed on a fixed-fee or hourly basis, depending on scope. Any work deemed a project requires Client approval prior to commencement.
• Best-effort support is provided for third-party software. The Client must maintain active vendor support contracts. Advanced troubleshooting, upgrades, or escalations are billable.
• Replacement or upgrading of network or server hardware is billable.
• Consultation related to scripting or program code requirements and implementation is billed hourly in 15-minute increments.
• Patch and service pack testing is available upon request and billed separately.
• Backup recovery testing is available upon request and billed separately.
• The Client is responsible for purchasing all required hardware and software. Purchases may be made through Constant C Technology Group or a third party; however, all installations within the managed environment must be performed by Constant C Technology Group.
• The Client must provide accurate end-user information, business continuity documentation, user management records, and security documentation/policies.
• The Client must provide security policies and requirements to be monitored and managed by Constant C Technology Group.
• Support is provided for one mobile device per managed user (cell phone or tablet), limited to email configuration and troubleshooting only.
• The Client must provide adequate internet and network connectivity.
• Initial and ongoing bandwidth requirements will be mutually agreed upon.
• Technical support provided to third-party vendors, consultants, or Client partners is excluded and subject to separate billing.
• Managed services are provided on a maintenance and management basis, meaning Constant C Technology Group maintains, monitors, and supports the Client’s existing, approved technology environment. Upgrades, migrations, expansions, additions, or material changes to systems, software, security controls, or infrastructure are not included unless expressly documented in a Statement of Work (SOW), project agreement, or written change approval.
  For example: if the Client is using Google Workspace, Constant C Technology Group will maintain and support that environment. If the Client elects to migrate from Google Workspace to Microsoft 365, that migration is considered a project and billed separately. Once the migration is completed, ongoing maintenance and support of the Microsoft 365 environment is again included under managed services.
• Software running on an unsupported or unvalidated operating system is not supported, even if the software itself is otherwise supported by its manufacturer. This includes situations where:
• • The operating system has reached End of Support (EoS) or End of Life (EoL); or
  • The software is supported on an older operating system (for example, Windows 10) but is not confirmed by the software vendor to be compatible with a newer version (for example, Windows 11).

Any troubleshooting, remediation, stabilization, rollback, or performance-related work required in these situations is not included in managed services and will be billed separately.
In simple terms: if software or operating systems are used outside of what the manufacturer supports, fixing related issues is billable.
Recommendations to upgrade, downgrade, or replace software or operating systems do not obligate Constant C Technology Group to provide continued support until compatibility is confirmed or remediation is completed.

• Critical failures requiring hardware replacement, remediation, or urgent corrective action will be quoted and submitted to the Client for approval. To be considered covered under managed services, Client approval must be received within four (4) business hours, or by the end of the same business day (whichever occurs first), of the quote being delivered.
  Approval may be provided verbally or in writing (including email or ticket confirmation) and will be considered valid authorization to proceed.
  If approval is not received within this timeframe, any subsequent issues, failures, data loss, downtime, or recovery efforts related to the unresolved condition are excluded from managed services and will be billed separately.
  For example: if a hard drive fails in a server and a replacement is quoted but approval is delayed for two weeks, and during that time an additional drive fails resulting in data loss or restoration from backup, all remediation and recovery work is billable. If the replacement had been approved within the required timeframe and the same secondary failure occurred, remediation would be covered under managed services.

• The Client retains ownership, control, and responsibility for Dynamic Host Configuration Protocol (DHCP) services.
• DHCP policies must be mutually agreed upon by the Client and Constant C Technology Group.
• The Client must inform Constant C Technology Group of any DHCP naming conventions.
• The Client must define and communicate DHCP parameters, including DNS (Domain Name System), WINS (Windows Internet Name Service), and domain associations.

• The Client must provide all required printer documentation and drivers.
• Physical maintenance of printers is the responsibility of the Client or a third-party printer management provider.
• Printer consumables and supplies are the responsibility of the Client or their printer vendor.

• Reporting on intrusion attempts visible within monitoring platforms is not included unless explicitly contracted.
• Coordination with third-party intrusion detection or response providers is available at additional cost upon request.

• Constant C Technology Group supports only hardware and software that is within the manufacturer’s supported lifecycle.
• The Client will be notified when systems reach End of Support (EoS) or End of Life (EoL), and best-effort guidance will be provided for upgrade or replacement planning.
• Any work performed on EoS or EoL systems may be billed separately.

• Active Directory (AD)

  A Microsoft directory service used to manage users, devices, permissions, and security policies within an organization.

• Administrator Rights (Local Administrator)

  Permissions that allow a user to install software, modify system settings, or bypass security controls on a device.

• Approval

  Authorization provided by the Client to proceed with quoted work. Approval may be provided verbally or in writing, including email or ticket confirmation.

• Best-Effort Support

  Support provided without guaranteed resolution, typically for third-party or non-managed software where Constant C Technology Group does not control the vendor, source code, or update cycle.

• Billable Services

  Work not included in the managed services agreement and charged separately at applicable hourly or project rates.

• Business Hours

  8:00 a.m. to 5:00 p.m. Central Standard Time (CST), Monday through Friday, excluding statutory holidays, unless otherwise agreed in writing.

• Client

  The organization receiving services from Constant C Technology Group under an executed agreement.

• Critical Failure

  An unexpected failure of hardware, software, or infrastructure that poses an immediate risk of data loss, extended downtime, security exposure, or material business interruption if not addressed promptly.

• Device / Supported Device

  Any workstation, server, network appliance, or mobile device approved, documented, and actively managed by Constant C Technology Group.

• DNS Protection Software

  Security software or services that monitor, filter, or block malicious or unauthorized internet traffic by analyzing Domain Name System (DNS) requests.

• End of Life (EoL)

  A product that is no longer sold, supported, or maintained by the manufacturer, including the absence of security updates or technical support.

• End of Support (EoS)

  A product that may still function but is no longer receiving manufacturer support, patches, or security updates.

• Enhanced Endpoint Protection Software

  Security software installed on devices to prevent, detect, and respond to threats such as malware, ransomware, and unauthorized access.

• Incident Response

  Actions taken to investigate, contain, remediate, and recover from a cybersecurity incident.

• Letter of Agency (LoA)

  Written authorization permitting Constant C Technology Group to communicate with and act on behalf of the Client when working with third-party vendors.

• Managed Detection and Response (MDR)

  A cybersecurity service providing continuous monitoring, threat detection, investigation, and response activities.

• Managed Environment

  Systems, networks, and devices under active management, monitoring, and security oversight by Constant C Technology Group.

• Multi-Factor Authentication (MFA) / Two-Factor Authentication (2FA)

  A security control requiring users to verify their identity using two or more authentication factors.

• Project

  Any task exceeding routine support, including deployments, migrations, upgrades, or significant configuration changes.

• Third-Party Software or Vendor

  Any application, service, or provider not owned or directly controlled by Constant C Technology Group.