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DAG Tech Diamond IT 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 Support Plans and services. This RUP is designed to prevent abuse of DAG TECH’s Diamond IT Support Plans and services. This RUP applies to all DAG TECH Diamond IT Support Plans and services and is incorporated by reference into all of DAG TECH’s Diamond IT Service Level Agreements and Terms of Service.

DAG TECH’s Diamond IT Support Plans and 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 Support Plans or 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 Support Plans and 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 Support Plans;
  • Usage that violates reasonable use limits for specific Diamond IT 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 Support Plan or services, if it determines the client is engaged in Unreasonable Use.

Reasonable Use Table

CATEGORY

REASONABLE USE LIMIT

EXAMPLES OF UNREASONABLE USE AND THEREFORE NOT COVERED BY THE DIAMOND IT SERVICE LEVEL AGREEMENT*

 

 

*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.

User Computing

Hardware and software inventory must be available through TS3 or third-party tools.

Manually inventorying fleet of hardware or software assets

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

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

All

User training for software, systems, or services is limited to vendor training materials.

End-user training sessions

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.

All

Hardware repairs must be performed by manufacturer or an authorized third-party.

Hard drive replacement on user's workstation; Screen replacement on smartphone

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

User Computing

Maximum three (3) endpoints per supported user
(e.g. two computers, one smartphone).

End-user has more than three devices

All

Malware infections will be covered only if a single machine is verified to be infected.

Malware outbreak affecting several systems.

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

All

Recovery of system images is limited to two systems (i.e. workstations or servers) per month.

Disaster recovery scenarios

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.

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.

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.

 

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.

 

Cloud Services

Cloud service inventory must be available through automated inventory management systems.

Manually inventorying of cloud services or systems

Cloud Services

Cloud system architecture or will not be covered.

Designing a cloud migration strategy; Auditing cloud system budget or best practices

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.

All

User training for software, systems, or services is limited to vendor training materials.

End-user training sessions

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.

All

Migrations, integrations, or bulk data moves will not be covered.

Migrate from Exchange to Office365; Extend on-premise ActiveDirectory to hybrid cloud

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.

 

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.

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

All

Development, or audit, of policies - compliance or otherwise - will not be covered.

Audit HIPAA compliance on cloud services

All

Hardware and software inventory must be available through TS3 or third-party tools.

Manually inventorying fleet of hardware or software assets

User Computing

Operating System updates are limited to security and feature patches only.

Operating System version upgrades

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

All

User training for software, systems, or services is limited to vendor training materials.

End-user training sessions

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

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.

All

Migrations, integrations, or bulk data moves will not be covered.

Migrate from Exchange to Office365; Extend on-premise ActiveDirectory to hybrid cloud

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

All

Malware infections will be covered only if a single machine is verified to be infected.

Malware outbreak affecting several systems.

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

All

Recovery of system images is limited to two systems (i.e. workstations or servers) per month.

Disaster recovery scenarios

All

System architecture or auditing will not be covered.

Designing a cloud migration strategy; Audit server best practices

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.

All

Development, or audit, of policies - compliance or otherwise - will not be covered.

Audit HIPAA compliance on fleet of servers

All

Hardware and software inventory must be available through TS3 or third-party tools.

Manually inventorying fleet of hardware or software assets

All

Operating System updates are limited to security and feature patches only.

Operating System version upgrades

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.

 

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

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

Network Services

Troubleshooting, toning, tagging of structured cabling must be performed by a third-party specialist.

Toning faulty cabling; tracing structured cabling

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

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

Network Services

Voluntary changes that impact how users connect to or access networks will not be covered.

Implementing 802.1X; Changing WLAN SSID

All

Development, or audit, of policies - compliance or otherwise - will not be covered.

Audit HIPAA compliance on network switches or routers

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

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

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)

All

Development, or audit, of policies, compliance, or otherwise will not be covered.

Audit HIPAA compliance on firewalls or security appliances

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