DAG Tech Reasonable Use Policy
DAG Tech Reasonable Use Policy
DAG TECH prepared this Reasonable Use Policy (“RUP”) to ensure its clients are fully informed of the intended and permissible uses of its Diamond IT and A+ Animal Support Plans, or similar services. This RUP is designed to prevent abuse of DAG TECH’s Diamond IT and A+ Animal Support Plans, or similar services. This RUP applies to all DAG TECH Diamond IT and A+ Animal Support Plans, or similar services, and is incorporated by reference into all of DAG TECH’s Diamond IT and A+ Animal Service Level Agreements and Terms of Service, or similar agreements.
DAG TECH’s Diamond IT and A+ Animal Support Plans and similar services are limited to normal, reasonable use consistent with types and levels of usage by a typical subscriber. DAG TECH reserves the right to prevent or stop any use of our Diamond IT or A+ Animal Support Plans or similar services that appears to DAG TECH, at its sole discretion, to be abusive (“Unreasonable Use”). The following is a non-exhaustive list of practices that may constitute Unreasonable Use:
- Use of DAG TECH Diamond IT and A+ Animal Support Plans and similar services for any unlawful purpose, including, but not limited to: any usage that encourages conduct that would constitute a criminal offense, give rise to civil liability, or violate any applicable law;
- Usage that is unduly burdensome;
- Usage in excess of usage metrics;
- Usage that circumvents restrictions imposed by DAG TECH’s Diamond IT and A+ Animal Support Plans or similar services;
- Usage that violates reasonable use limits for specific Diamond IT, A+ Animal, or similar services in accordance with the below Reasonable Use Table or as otherwise determined by DAG TECH at its sole discretion; and
- Any other usage that DAG TECH determines to be unreasonable.
Other usage may be relevant in determining Unreasonable Use and DAG TECH reserves the right to consider any unlawful, prohibited, abnormal, unusual, or excessive activity when it determines Unreasonable Use.
DAG TECH may, at its sole discretion, terminate or suspend its relationship with a client, and the client’s use of any DAG TECH Diamond IT or A+ Animal Support Plan or similar services, if it determines the client is engaged in Unreasonable Use.
Reasonable Use Table
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CATEGORY |
REASONABLE USE LIMIT |
EXAMPLES OF UNREASONABLE USE AND THEREFORE NOT COVERED BY THE DIAMOND IT SERVICE LEVEL AGREEMENT* |
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*The below list is not exhaustive. DAG Tech may determine, at its sole discretion, that other services, not expressly listed, exceed reasonable use and thus are not covered by the Diamond IT Service Level Agreement. |
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User Computing |
Hardware and software inventory must be available through TS3 or third-party tools. |
Manually inventorying fleet of hardware or software assets |
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User Computing |
Operating System updates are limited to security and feature patches only. |
Operating System version upgrades |
|
User Computing |
Software patching must be performed via Windows Update or third-party management tool except during initial system setups. |
Manually patching software across fleet |
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User Computing |
Manual installation, uninstallation, version upgrades, or configuration for hardware or applications may not exceed 5% (or 3 users) of fleet, whichever is higher, within one month period. |
Manually installing software on fleet; Manually re-configuring application on fleet |
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All |
User training for software, systems, or services is limited to vendor training materials. |
End-user training sessions |
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User Computing |
Maximum 5% of fleet (or 3 users), which number is higher, may be replaced, upgraded, refreshed, or decommissioned within a one month period. |
Fleet upgrades/refreshes of more systems in a single month. DAG Tech may, at its sole discretion, determine that reasonable use limits permit service coverage exceeding 5% of systems. |
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All |
Hardware repairs must be performed by manufacturer or an authorized third-party. |
Hard drive replacement on user's workstation; Screen replacement on smartphone |
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All |
Software bugs or defects will be the sole responsibility of the software vendor. |
Request to fix an application that is crashing due to software defect |
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User Computing |
Maximum three (3) endpoints per supported user |
End-user has more than three devices |
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All |
Malware infections will be covered only if a single machine is verified to be infected. |
Malware outbreak affecting several systems. |
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All |
Data recovery will be limited to scenarios involving accidental deletion of individual files up to 20% of total data set, or physical single disk failure, and is limited to restoring files or images from live backup. |
Performing data recovery on failed disk; Rebuilding failed disk array; Recovering files from crypto-malware infection; Restoring files from cold storage archive |
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All |
Recovery of system images is limited to two systems (i.e. workstations or servers) per month. |
Disaster recovery scenarios |
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All |
On-site engineer visits are limited to two (2) per month for sites with fewer than fifty (50) users except for emergency events, or at DAG Tech's sole discretion. DAG Tech shall, at its sole discretion, determine what constitutes emergency events. |
On-site visits for low-severity issues. DAG Tech shall determine, at its sole discretion, what constitutes low-severity issues. |
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All |
On-site engineer visits are limited to four (4) per month for sites with more than fifty (50) users except for emergency events, or at DAG Tech's sole discretion. DAG Tech shall, at its sole discretion, determine what constitutes emergency events. |
On-site visits for low-severity issues. DAG Tech shall determine, at its sole discretion, what constitutes low-severity issues. |
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All |
On-site visits may not exceed four (4) hours per day for sites with fewer than fifty (50) users except at DAG Tech's sole discretion. |
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All |
On-site visits may not exceed more than eight (8) hours per day for sites with more than fifty (50) users except at DAG Tech's sole discretion. |
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Cloud Services |
Cloud service inventory must be available through automated inventory management systems. |
Manually inventorying of cloud services or systems |
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Cloud Services |
Cloud system architecture or will not be covered. |
Designing a cloud migration strategy; Auditing cloud system budget or best practices |
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Cloud Services |
Cloud system engineering beyond that required to troubleshoot and resolve day-to-day issues will not be covered. |
Voluntary re-engineering of file sharing service. |
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All |
User training for software, systems, or services is limited to vendor training materials. |
End-user training sessions |
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All |
Resolution of issues stemming from software bugs or defects will be limited to workarounds only. The resolution of software bugs or defects will be the sole responsibility of the service provider. |
Create a fix for software that is crashing due to a software bug. |
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All |
Migrations, integrations, or bulk data moves will not be covered. |
Migrate from Exchange to Office365; Extend on-premise ActiveDirectory to hybrid cloud |
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All |
Resolution of issues caused by system outages will be limited to workarounds only. System outages will be the sole responsibility of the service provider. |
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All |
Operations involving the import or export of bulk data (including but not limited to user accounts, mailboxes) must be done through bulk import/export utilities. |
Manually populating user accounts for an entire organization on Office365. |
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All |
Data recovery will be limited to scenarios involving accidental deletion of individual files up to 20% of total data set and is limited to restoring files or images from live backup. |
Recovering files from crypto-malware infection; Disaster Recovery scenarios |
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All |
Development, or audit, of policies - compliance or otherwise - will not be covered. |
Audit HIPAA compliance on cloud services |
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All |
Hardware and software inventory must be available through TS3 or third-party tools. |
Manually inventorying fleet of hardware or software assets |
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User Computing |
Operating System updates are limited to security and feature patches only. |
Operating System version upgrades |
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All |
Manual installation, uninstallation, version upgrades, or configuration for hardware or applications may not exceed 5% of fleet (or 3 users), which number is higher, within one month period. |
Manually installing software on fleet; Manually re-configuring application on fleet |
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All |
User training for software, systems, or services is limited to vendor training materials. |
End-user training sessions |
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All |
Hardware repairs other than single hard drive replacement must be performed by manufacturer or an authorized third-party. |
Motherboard replacement on server; Rebuilding server RAID array |
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All |
Resolution of issues stemming from software bugs or defects will be limited to workarounds only. The resolution of software bugs or defects will be the sole responsibility of the service provider. |
Create a fix for software that is crashing due to a software bug. |
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All |
Migrations, integrations, or bulk data moves will not be covered. |
Migrate from Exchange to Office365; Extend on-premise ActiveDirectory to hybrid cloud |
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All |
Legacy systems or systems that are out of official support from the vendor (end-of-life) will not be covered. |
Support servers running Windows Server 2003, which ended extended support from Microsoft in July 2015 |
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All |
Malware infections will be covered only if a single machine is verified to be infected. |
Malware outbreak affecting several systems. |
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All |
Data recovery will be limited to scenarios involving accidental deletion of individual files up to 20% of total data set, or physical single disk failure, and is limited to restoring files or images from live backup. |
Performing data recovery on failed disk; Rebuilding failed disk array; Recovering files from crypto-malware infection; Restoring files from cold storage archive |
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All |
Recovery of system images is limited to two systems (i.e. workstations or servers) per month. |
Disaster recovery scenarios |
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All |
System architecture or auditing will not be covered. |
Designing a cloud migration strategy; Audit server best practices |
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Cloud Services |
Cloud system engineering beyond that required to troubleshoot and resolve day-to-day issues will not be covered. |
Voluntary re-engineering of Email server. |
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All |
Development, or audit, of policies - compliance or otherwise - will not be covered. |
Audit HIPAA compliance on fleet of servers |
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All |
Hardware and software inventory must be available through TS3 or third-party tools. |
Manually inventorying fleet of hardware or software assets |
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All |
Operating System updates are limited to security and feature patches only. |
Operating System version upgrades |
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All |
Hardware replacements/refreshes/ upgrades are to be performed in emergency scenarios only. DAG Tech shall, at its sole discretion, determine what constitutes emergency scenarios. |
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All |
Resolution of issues stemming from software bugs or defects will be limited to workarounds only. The resolution of software bugs or defects will be the sole responsibility of the service provider. |
Create a fix for software that is crashing due to a software bug. |
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Network Services |
Repair to structured cabling beyond basic re-termination must be performed by a third-party specialist. |
Re-terminating multiple keystone wall jacks; Re-terminating multiple patch panel ports; Re-running structured cabling |
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Network Services |
Troubleshooting, toning, tagging of structured cabling must be performed by a third-party specialist. |
Toning faulty cabling; tracing structured cabling |
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Network Services |
Network topology changes may only be made due to and in the course of troubleshooting or issue resolution, at DAG Tech's sole discretion. |
Re-addressing IP network; Re-engineering VLANs |
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All |
Minor security policy (including ACLs) changes will be made only in the course of troubleshooting or issue resolution. |
ACL and/or policy audit and re-engineering |
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Network Services |
Voluntary changes that impact how users connect to or access networks will not be covered. |
Implementing 802.1X; Changing WLAN SSID |
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All |
Development, or audit, of policies - compliance or otherwise - will not be covered. |
Audit HIPAA compliance on network switches or routers |
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Network Services |
Changes to Internet connectivity (such as ISP or IP address changes) will be covered only if there is no widespread impact to the network. |
Voluntary switching ISP at headquarters or any other office |
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User Computing, Network Services, Cloud Services |
Resolution of issues stemming from users' local networks will not be covered. |
Fixing users’ home or hotel internet connections |
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All |
Operating System updates are limited to security and feature patches only |
Operating System version upgrades |
|
All |
Resolution of issues stemming from software bugs or defects will be limited to workarounds only. The resolution of software bugs or defects will be the sole responsibility of the service provider. |
Create a fix for software that is crashing due to a software bug. |
|
Network Services |
Voluntary changes that impact user access to networks, applications, or services will not be covered. |
Implementing 802.1X; Implementing Single Sign On (SSO) or Multi-Factor Authentication (MFA) |
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All |
Development, or audit, of policies, compliance, or otherwise will not be covered. |
Audit HIPAA compliance on firewalls or security appliances |
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All |
Malware infections will be covered only if a single machine is verified to be infected. |
Malware outbreak across several systems. |
|
Network Services |
Minor security policy (including ACLs) changes will be made only in the form of troubleshooting or issue resolution. |
ACL and/or policy audit and re-engineering |
|
Network Services |
Network topology changes may only be made due to, and in the course of, troubleshooting or issue resolution, at engineer's discretion. |
Re-addressing IP network; Re-engineering VLANs |