Managed Services Supplemental Terms
1. Purpose and Scope
These Managed Services Supplemental Terms apply when Spark Rack provides recurring administration, monitoring, maintenance, or technical management expressly identified in an Order.
2. Defined Scope
Managed Services include only the tasks specifically listed in the purchased plan or statement of work.
The term “managed” does not mean unlimited administration, application development, compliance management, business continuity, or responsibility for every connected system.
3. Supported Environment
Spark Rack may require supported operating systems, control panels, repositories, agents, monitoring tools, configurations, access methods, and maintenance practices.
Customer changes that disable or interfere with management may suspend the managed commitment.
4. Access
Customer authorizes Spark Rack to access managed systems as reasonably necessary to perform the Services.
Customer must maintain accurate contacts and secure emergency access.
5. Routine Tasks
Depending on plan, tasks may include operating-system updates, service checks, resource review, log review, backup monitoring, account administration, firewall assistance, and vendor coordination.
Tasks not listed remain Customer’s responsibility.
6. Change Management
Material changes may require a ticket, approval, maintenance window, backup, testing, rollback plan, or separate estimate.
Emergency security changes may be performed without advance approval where necessary to prevent material harm.
7. Patching
Spark Rack may schedule or apply supported security and maintenance updates within the managed scope.
Patching may require restart and may cause compatibility issues. Customer is responsible for application testing unless expressly included.
8. Applications
Application code, custom integrations, vendor-specific business software, plugins, themes, and data correctness are excluded unless expressly listed.
Spark Rack may coordinate with vendors but cannot guarantee vendor response or correction.
9. Monitoring
Monitoring is limited to configured checks and does not guarantee detection of every failure or security incident.
Customer must identify critical dependencies and maintain appropriate independent monitoring.
10. Security
Managed Services reduce operational risk but do not guarantee prevention of compromise, malware, unauthorized access, data loss, or downtime.
Customer remains responsible for End Users, passwords, application design, data classification, and lawful use.
11. Backups
Backup management is governed by the Data Backup and Restoration Policy and only includes the systems and schedule expressly stated.
Customer must maintain independent backups.
12. Customer Cooperation
Customer must provide timely access, approvals, licenses, vendor contacts, maintenance windows, testing, and accurate information.
Spark Rack is not responsible for delay caused by missing Customer cooperation.
13. Billable Work
Projects, migrations, application debugging, database redesign, forensic analysis, extensive recovery, custom automation, and work outside the recurring scope may be billable.
14. Service Changes
Spark Rack may revise tools, agents, methods, providers, and supported versions to maintain security and quality.
Customer may be required to migrate or upgrade to remain eligible.
15. Termination of Management
Ending management does not necessarily end the underlying hosting or server Service.
Customer becomes responsible for all formerly managed tasks after management ends.
16. Acknowledgment
- Managed Services are limited to the written scope.
- Customer retains responsibility for excluded applications, users, data, and business decisions.
- Monitoring and patching do not guarantee uninterrupted or compromise-free operation.
- Customer cooperation and supported configurations are required.
- Out-of-scope work may be billable.