This Services Guide contains provisions that define, clarify, and govern the services described in the quote that has been provided to you (the “Quote”).  If you do not agree with the terms of this Services Guide, you should not sign the Quote and you must contact us for more information.

This Services Guide is our “owner’s manual” that generally describes all managed services provided or facilitated by Harlin Information Technical Services (“Harlin,” “we,” “us,” or “our”); however, only those services specifically described in the Quote will be facilitated and/or provided to you (collectively, the “Services”). 

Activities or items that are not specifically described in the Quote will be out of scope and will not be included unless otherwise agreed to by us in writing.

This Services Guide contains important provisions pertaining to the auto-renewal of the Services in the Quote, as well as fee increases that may occur from time-to-time.  Please read this Services Guide carefully and keep a copy for your records.

Initial Audit / Diagnostic Services

If an Initial Audit / Diagnostic Services are listed in the Quote, then we will audit your managed information technology environment (the “Environment”) to determine the readiness for, and compatibility with, ongoing managed services.  Our auditing services are comprised of:

  • Audit to determine general Environment readiness and functional capability
  • Review of hardware and software configurations
  • Review of current vendor service / warranty agreements for Environment hardware and software
  • Security vulnerability check
  • Backup and disaster recovery solution audit
  • Speed test and ISP audit
  • Print output audit
  • Office phone vendor service audit
  • Asset inventory
  • Email and website hosting audit
  • IT support process audit

If deficiencies are discovered during the auditing process (such as outdated equipment or unlicensed software), we will bring those issues to your attention and discuss the impact of the deficiencies on our provision of the Services and provide you with options to correct the deficiencies.  Please note, unless otherwise expressly agreed by us in writing, auditing services do not include the remediation of any issues, errors, or deficiencies (“Issues”), and we cannot guarantee that all Issues will be detected during the auditing process.  Issues that are discovered in the Environment after the auditing process is completed may be addressed in one or more subsequent quotes.

Onboarding Services

If onboarding services are listed in the Quote, then one or more of the following services will be provided to you.

This list is subject to change if we determine, in our discretion, that different or additional onboarding activities are required.

  • Uninstall any monitoring tools or other software installed by previous IT consultants.
  • Compile a full inventory of all protected servers, workstations, and laptops.
  • Uninstall any previous virus protection and install our managed antivirus application.
  • Install remote support access application on each managed device to enable remote support.
  • Configure patch management application and check for missing security updates.
  • Uninstall unsafe applications or applications that are no longer necessary.
  • Optimize device performance including disk cleanup, antivirus, and spyware scans.
  • Review firewall configuration and other network infrastructure devices.
  • Review status of battery backup protection on all devices.
  • Stabilize network and assure that all devices can securely access the file server.
  • Review and document current server configuration and status.
  • Determine existing backup strategy and status; prepare backup options for consideration.
  • Review password policies and update user and device passwords.
  • As applicable, make recommendations for changes that should be considered to the managed environment.

This list is subject to change if we determine, in our discretion, that different or additional onboarding activities are required.

If deficiencies are discovered during the onboarding process, we will bring those issues to your attention and discuss the impact of the deficiencies on our provision of our monthly managed services.  Please note, unless otherwise expressly stated in the Quote, onboarding-related services do not include the remediation of any issues, errors, or deficiencies (“Issues”), and we cannot guarantee that all Issues will be detected during the onboarding process. 

The duration of the onboarding process depends on many factors, many of which may be outside of our control—such as product availability/shortages, required third party vendor input, etc.  As such, we can estimate, but cannot guarantee, the timing and duration of the onboarding process.  We will keep you updated as the onboarding process progresses


Ongoing / Recurring Services

Ongoing/recurring services are services that are provided to you on an ongoing basis and, unless otherwise indicated in a Quote, are billed to you monthly. Ongoing services generally begin upon the completion of onboarding services; therefore, any delays or interruptions to the onboarding services may delay the commencement of ongoing/recurring services. 

Managed Services

The following Services, if listed in the Quote, will be provided to you.



Remote Monitoring and Management

Software agents installed in Covered Equipment (defined below) report status and IT-related events on a 24x7 basis; alerts are generated and responded to in accordance with the Service Levels described below. 

·     Includes capacity monitoring, alerting us to severely decreased or low disk capacity (covers standard fixed HDD partitions, not external devices such as USB or mapped drives)

·     Includes routine operating system inspection and cleansing to help ensure that disk space is increased before space-related issues occur.

·     Review and installation of updates and patches for supported software.

In addition to the above, our remote monitoring and management service will be provided as follows:




Hardware Failures



Device Offline



Missing LMJ Tools



Failed/Missing Backup



Failed/Missing Updates



Low Disk Space



Agent missing/misconfigured



Excessive Uptime



Automatic Reboots (weekly)



Remote Helpdesk

Remote support provided during normal business hours for managed devices and covered software

·     Tiered-level support provides a smooth escalation process and helps to ensure effective solutions.

Remote Infrastructure Maintenance & Support

·     Configuration, monitoring, and preventative maintenance services provided for the managed IT infrastructure

·     If remote efforts are unsuccessful then Harlin will dispatch a technician to the Client’s premises to resolve covered incidents (timing of onsite support is subject to technician availability and scheduling)

Backup Monitoring

·     Monitors backup status for certain backup applications then-installed in the managed environment, such as successful completion of backup, failure errors, and destination free space restrictions/limitations.

·     Helps ensure adequate access to Client’s data on the event of loss of data or disruption of certain existing backup applications.

·     Note: Backup monitoring is limited to monitoring activities only, and is not a backup and disaster recovery solution.

Backup and Disaster Recovery

·     24/7 monitoring of backup system, including offsite backup, offsite replication, and an onsite backup appliance (“Backup Appliance”)

·     Troubleshooting and remediation of failed backup disks

·     Preventive maintenance and management of imaging software

·     Firmware and software updates of backup appliance

·     Problem analysis by the network operations team

·     Monitoring of backup successes and failures

·     Daily recovery verification

Backup Data Security:  All backed up data is encrypted in transit and at rest in 256-bit AES encryption.  All facilities housing backed up data implement physical security controls and logs, including security cameras, and have multiple internet connections with failover capabilities.

Backup Retention:  Backed up data will be retained [insert retention policy here]

Backup Alerts: Managed servers will be configured to inform of any backup failures.

Recovery of Data: If you need to recover any of your backed up data, then the following procedures will apply:

·       Service Hours: Backed up data can be requested during our normal business hours, which are currently Monday to Friday, 8 am to 5 pm Pacific Time.

·       Request Method.  Requests to restore backed up data should be made through one of the following methods:

o Email:

o Web portal:

o Telephone: 360-355-3500 , Option 1

·       Restoration Time: We will endeavor to restore backed up data as quickly as possible following our receipt of a request to do so; however, in all cases data restoration services are subject to technician availability.  Generally, we can restore between 0 and 100MB of data within 4 hours of your request, and 100 MB to 500 MB within 8 hours of your request.  Data restoration exceeding 500 MB will be handled in accordance with technician availability.

Updates & Patching

·     Remotely deploy updates (e.g., x.1 to x.2), as well as bug fixes, minor enhancements, and security updates as deemed necessary on all managed hardware.

·     Perform minor hardware and software installations and upgrades of managed hardware.

·     Perform minor installations (i.e., tasks that can be performed remotely and typically take less than thirty (30) minutes to complete).

·     Deploy, manage, and monitor the installation of approved service packs, security updates and firmware updates as deemed necessary on all applicable managed hardware.

Block of Hours / Allocated Consulting Hours

If you purchase one or more blocks of technical support or consulting hours from Harlin, then we will provide our professional information technology consulting services to you from time to time on an ongoing, “on demand” basis (“Services”).

The specific scope, timing, term, and pricing of the Services (collectively, “Specifications”) will be determined between you us at the time that you request the Services from us.

You and we may finalize the Specifications (i) by exchanging emails confirming the relevant terms, or (ii) by you agreeing to an invoice, purchase order, or similar document we send to you that describes the Specifications (an “Invoice”), or in some cases, (iii) by us performing the Services or delivering the applicable deliverables in conformity with the Specifications. 

If we provide you with an email or an Invoice that contains details or terms for the Services that are different than the terms of than the Quote, then the terms of the email or Invoice (as applicable) will control for those Services only.

A Service will be deemed completed upon our final delivery of the applicable portions of Specifications unless a different completion milestone is expressly agreed upon in the Specifications (“Service Completion”).  (For example, sales of hardware will be deemed completed when the hardware is delivered to you; licensing will be completed when the licenses are provided to you, etc.) Any defects or deviations from the Specifications must be pointed out to us, in writing, within ten (10) days after the date of Service Completion.  After that time, any issues or remedial activities related to the Services will be billed to you at our then-current hourly rates.

Unless we agree otherwise in writing, Services will be provided only during our normal business hours, which are currently 8 – 5 PM Pacific Time.  Services provided outside of our normal business hours are subject to increased fees and technician availability and require your and our mutual consent to implement.

The priority given to implementing the Services will be determined our reasonable discretion, considering any milestones or deadlines expressly agreed upon in an invoice or email from Harlin.  If no specific milestone or deadline is agreed upon, then the Services will be performed in accordance with your needs, the specific requirements of the job(s), and technician availability.

Firewall Solution

(firewall appliance provided by Harlin)

·     Provide firewall configured for your organization’s specific bandwidth, remote access, and user needs.

·     Helps to prevent hackers from accessing internal network(s) from outside the network(s), while providing secure and encrypted remote network access; provides antivirus scanning for all traffic entering and leaving the managed network; provides website content filtering functionality.

·     Firewall appliance must be returned to Harlin upon the termination of Services.

Firewall Solution

(firewall appliance provided / purchased by Client)

·     Monitors, updates (software/firmware), and supports Client-supplied firewall appliance.

·     Helps to prevent hackers from accessing internal network(s) from outside the network(s), while providing secure and encrypted remote network access; provides antivirus scanning for all traffic entering and leaving the managed network; provides website content filtering functionality.

Email Threat Protection

·     Managed email protection from phishing, business email compromise (BEC), SPAM, and email-based malware.

·     Friendly Name filters to protect against social engineering impersonation attacks on managed devices.

·     Protection against social engineering attacks like whaling, CEO fraud, business email compromise or W-2 fraud.

·     Protects against newly registered and newly observed domains to catch the first email from a newly registered domain.

·     Protects against display name spoofing.

·     Protects against “looks like” and “sounds like” versions of domain names.

End User Security Awareness Training

·     Online, on-demand training videos (multi-lingual).

·     Online, on-demand quizzes to verify employee retention of training content.

·     Baseline testing to assess the phish-prone percentage of users; simulated phishing email campaigns designed to educate employees about security threats.

Hardware as a Service (HaaS)

·     Provision and deployment of designated hardware (see the Quote or other applicable schedule for complete hardware list – “HaaS Equipment”)

·     Installation of HaaS Equipment.

·     Repair/replacement of HaaS Equipment (see below for additional details).

·     Technical support for HaaS Equipment.

·     Periodic replacement of HaaS Equipment (see below for additional details).

Two Factor Authentication

·     Advanced two factor authentication with advanced admin features.

·     Secures on-premises and cloud-based applications.

·     Permits custom access policies based on role, device, location.

·     Identifies and verifies device health to detect “risky” devices

Password Manager

·     Password Vault: Securely store and organize passwords in a secure digital location accessed through your browser or an app.

·     Password Generation: Generate secure passwords with editable options to meet specific criteria.

·     Financial Information Vault: Securely store and organize financial information such as bank accounts and credit card information in a secure digital location accessed through your browser or an app.

·     Contact Information Vault: Store private addresses and personal contact information within your vault accessed through your browser or an app.

·     Single Sign-On: Single sign-on grants authorized employees or users access to applications with a single set of login credentials, based on a user’s identity and permission levels. Single sign-on relies on SAML (Security Assertion Markup Language), a secure, behind-the-scenes protocol, to authenticate users to cloud, mobile, legacy, and on-premise apps.

·     Browser App: Browser extension permits easy access to all of your information including the vaults, financial information, contact information, and single sign-on through the app.

·     Smart-Phone App:  Mobile phone app enables access to your vault and stored information on your mobile device.

Labor for New / Replacement Workstations

Includes all labor charges for setup of new workstations, or replacement of existing workstations.

·       Labor covers:

o  New computers / additional computers added during the term of the Quote;

o  Replacement of existing computers that are four (4) or more years old (as determined by the manufacturer’s serial number records);

o  Replacement of existing computers that lost/stolen or irreparably damaged and/or out of warranty but not yet four years old;

o  Operating systems upgrades – subject to hardware compatibility.

The following restrictions apply:

·       Upgrades or installs of new or replacement computers are limited to four (4) devices per month unless otherwise approved in advance by Harlin;

·       This service is not available for used or remanufactured computers; and,

·       New/replacement computers must be business-grade machines (not home) from a major manufacturer like Dell, HPE, or Lenovo.

Wi-Fi Services

·       Harlin will install at the Client’s premises Wireless Access Points to provide a bandwidth of at least 10Mbps (download) in all areas requiring wireless network coverage, as agreed upon by Harlin and Client.

·       Harlin will maintain, supervise, and manage the wireless system, including hardware and software at no additional cost.

·       Installed equipment will be compatible with the then-current industry standards and renew the hardware at no charge to Client every five years at the latest.

·       Harlin will provide remote support services during normal business hours to assist with device connectivity issues. (Support services will be provided on a “best efforts” basis only, and Client understands that some end-user devices may not connect to the wireless network, or they may connect but not perform well).

NIST Risk Assessment

·       Perform a cybersecurity assessment under NIST CSF using the NIST Risk Management Framework & NIST 800-53.

·       Identifies how Client currently assesses, mitigates, and tracks its cybersecurity requirements.

·       Identifies authorized and unauthorized devices in the managed network.

·       Identifies gaps or deficiencies in the Client’s operations that would prevent compliance under NIST CSF.

The assessment will cover the following five core areas of the NIST framework:

The results of the assessment will be provided in a report that will identify detected risks and your organization’s current maturity levels (i.e., indicators that represent the level of capabilities within your organization’s security program), and will propose actionable activities to help increase relevant maturity levels and augment your organization’s security posture.

Please Note: This service is limited to an assessment/audit only. Remediation of issues discovered during the assessment, as well as additional solutions required to bring your managed environment into compliance, are not part of this service.  After the audit is complete, we will discuss the results with you to determine what steps, if any, are needed to bring your organization into full compliance.

Vendor Management Service

We will facilitate technical support-type inquiries between Client and any third party vendor that provides mission-critical software or hardware to Client and which is installed in the managed IT environment.  The following conditions apply to this service:

·       The applicable devices / software must be covered under a then-current support or warranty agreement with the applicable vendor.

·       Harlin does not warrant or

Virtual Chief Information Officer (vCIO)

Act as the main point of contact for certain business-related IT issues and concerns.

·       Assist in creation of information/data-related plans and budgets.

·       Provide strategic guidance and consultation across different technologies.

·       Create company-specific best standards and practices.

·       Provide education and recommendations for business technologies.

·       Participate in scheduled meetings to maintain goals.

·       Maintain technology documentation.

·       Assess and make recommendations for improving technology usage and services.

Voice Over IP (VoIP) Services

·       Scalable VoIP-based telephone service with call transferring, voicemail, caller ID, call hold, conference calling, and call waiting functionalities.

·       Central control panel provides access to VoIP-related configurations, including physical address registration, call routing, updating greetings,  and ability to turn on/off service features.

·       Ability to use mobile app dialing

Important: There are additional terms related to the VoIP service, including your use of E911 features, toward the end of this Services Guide.  Please read them carefully.  You may be required to sign an additional consent form indicating your understanding and acceptance of the limitations of 911 dialing using the VoIP services.


Additional Description of Services

The following additional details further explain and define the scope of the Services.


Hardware as a Service (HaaS)

HaaS Equipment We will provide you with the HaaS Equipment described in the Quote or, if no hardware is expressly designated as HaaS Equipment in the Quote, then a complete list of HaaS Equipment will be provided to you under separate cover.

Deployment. We will deploy the HaaS Equipment within the timeframe stated in the Quote, provided that you promptly provide all information that we reasonably request from you to complete deployment.  This deployment guaranty does not apply to any software, other managed services, or hardware devices other than the HaaS Equipment. If you wish to delay the deployment of the HaaS Equipment, then you may do so provided that you give us written notice of your election to delay no later than five (5) days following the date you sign the Quote.  Deployment shall not extend beyond two (2) months following the date on which you sign the Quote.  You will be charged at the rate of fifty percent (50%) of the monthly recurring fees for the HaaS-related services during the period of delay.  Following deployment, we will charge you the full monthly recurring fee (plus other usage fees as applicable) for the full term indicated in the Quote.

Equipment Hardware Repair or Replacement. Harlin will repair or replace HaaS Equipment by the end of the business day following the business day on which the applicable problem is identified by, or reported to, Harlin and has been determined by Harlin to be incapable of being remediated remotely.

This warranty does not include the time required to rebuild your system, such as the time required to configure a replacement device, rebuild a RAID array, reload the operating system, reload and configure applications, and/or restore from backup (if necessary).

If Harlin fails to meet the warranties in this section and the failure materially and adversely affects your hosted environment (“Hosted System”), you are entitled to a credit in the amount of 5% of the monthly fee per hour of downtime (after the initial one (1) hour allocated to problem identification), up to 100% of your monthly fee for the affected HaaS Equipment.  In no event shall a credit exceed 100% of the applicable month’s monthly fee for the affected equipment.

Periodic Replacement of HaaS Equipment.  From time to time and in our discretion, we may decide to swap out older HaaS Equipment for updated or newer equipment.  (Generally, equipment that is five years old or older may be appropriate for replacement).  If we elect to swap out HaaS Equipment due to normal, periodic replacement, then we will notify you of the situation and arrange a mutually convenient time for such activity.

Return of HaaS Equipment. Unless we expressly direct you to do so, you will not remove or disable, or attempt to remove or disable, any software agents that we installed in the HaaS Equipment.  Doing so could result in network vulnerabilities and/or the continuation of license fees for the software agents for which you will be responsible, and/or the requirement that we remediate the situation at our then-current hourly rates, for which you will also be responsible.  Within ten (10) days after the termination of HaaS-related Services, Client will provide Harlin access to the premises at which the HaaS Equipment is located so that all such equipment may be retrieved and removed by us.  If you fail to provide us with timely access to the HaaS Equipment or if the equipment is returned to us damaged (normal wear and tear excepted), then we will have the right to charge you, and you hereby agree to pay, the replacement value of all such unreturned or damaged equipment.


Usage. You will use all Harlin-hosted or Harlin-supplied equipment and hardware for your internal business purposes only.  You shall not sublease, sublicense, rent or otherwise make the HaaS Equipment available to any third party without our prior written consent.  You agree to refrain from using the Infrastructure in a manner that unreasonably or materially interferes with our other hosted equipment or hardware, or in a manner that disrupts or that is likely to disrupt the services that we provide to our other clientele.  We reserve the right to throttle or suspend your access and/or use of the HaaS Equipment if we believe, in our sole but reasonable judgment, that your use of the Infrastructure is violates the terms of the Quote, this Services Guide, or the Agreement.

Covered Equipment / Hardware / Software 

Managed Services will be applied to the equipment listed in the Quote (“Covered Hardware”). The list of Covered Hardware may be modified by mutual consent (email is sufficient for this purpose); however, we reserve the right to modify the list of Covered Hardware at any time if we discover devices that were not previously included in the list of Covered Hardware but which are/have been receiving Services.

We will provide support for any software applications that are licensed through us (see “Recurring Services” above). Such software (“Supported Software”) will be supported on a “best effort” basis only, and any support required beyond Level 2-type support will be facilitated with the applicable software vendor/producer.  Coverage for non-Supported Software is outside of the scope of the Quote and, if provided to you, will be provided to you on a “best effort” basis only, and will be billed to you on a time and materials basis. To avoid fees charged by third party vendors of non-Supported Software, we strongly suggest that you obtain and maintain a technical support/maintenance contract for all non-Support Software. Should our technicians provide you with general advice concerning non-Supported Software, the provision of that advice should be viewed as an accommodation to you, and not as a continuing obligation or guarantee by Harlin to continue to provide such support or advice to you.

Physical Locations Covered by Services

Services will be provided remotely unless, in our discretion, we determine that an onsite visit is required.  Harlin visits will be scheduled in accordance with the priority assigned to the issue (below) and are subject to technician availability.  Unless we agree otherwise, all onsite Services will be provided at Client’s primary business location.  Additional fees may apply for onsite visits: Please review the Service Level section below for more details.

Term; Termination

The Services will commence, and billing will begin, on the date indicated in the Quote (“Commencement Date”) and will continue through the initial term listed in the Quote (“Initial Term”). We reserve the right to delay the Commencement Date until all onboarding/transition services (if any) are completed, and all deficiencies / revisions identified in the onboarding process (if any) are addressed or remediated to Harlin’s satisfaction. 

The Services will continue through the Initial Term until terminated as provided in the Agreement, the Quote, or as indicated in this section (the “Service Term”).

Auto-Renewal.  After the expiration of the initial Service Term, the Service Term will automatically renew for contiguous terms equal to the initial Service Term unless either party notifies the other of its intention to not renew the Services no less than thirty (30) days before the end of the then-current Service Term.

Per Seat Licensing: Regardless of the reason for the termination of the Services, you will be required to pay for all per seat licenses (such as, if applicable, Microsoft NCE licenses) that we acquire on your behalf. Please see “Per Seat License Fees” in the Fees section below for more details.

Removal of Software Agents; Return of Firewall & Backup Appliances: Unless we expressly direct you to do so, you will not remove or disable, or attempt to remove or disable, any software agents that we installed in the managed environment.  Doing so without our guidance may make it difficult or impracticable to remove the software agents, which could result in network vulnerabilities and/or the continuation of license fees for the software agents for which you will be responsible, and/or the requirement that we remediate the situation at our then-current hourly rates, for which you will also be responsible.  Depending on the particular software agent and the costs of removal, we may elect to keep the software agent in the managed environment but in a dormant and/or unused state.

Within ten (10) days after being directed to do so, Client will remove, package and ship, at Client’s expense and in a commercially reasonable manner, all hardware, equipment, and accessories provided to Client by Harlin that were used in the provision of the Services.  If you fail to timely return all equipment to us, or if the equipment is returned to us damaged (normal wear and tear excepted), then we will have the right to charge you, and you hereby agree to pay, the replacement value of all such unreturned or damaged equipment.

Minimum Requirements / Exclusions

The scheduling, fees and provision of the Services are based upon the following assumptions and minimum requirements:

  • Server hardware must be under current warranty coverage.
  • All equipment with Microsoft Windows® operating systems must be running then-currently supported versions of such software and have all of the latest Microsoft service packs and critical updates installed.
  • All software must be genuine, licensed, and vendor-supported.
  • Server file systems and email systems (if applicable) must be protected by licensed and up-to-date virus protection software.
  • The managed environment must have a currently licensed, vendor-supported server-based backup solution that can be monitored.
  • All wireless data traffic in the managed environment must be securely encrypted.
  • There must be an outside static IP address assigned to a network device, allowing VPN/RDP control access.
  • All servers must be connected to working UPS devices.
  • Recovery coverage assumes data integrity of the backups or the data stored on the backup devices. We do not guarantee the integrity of the backups or the data stored on the backup devices.  Server restoration will be to the point of the last successful backup.
  • Client must provide all software installation media and key codes in the event of a failure.
  • Any costs required to bring the Environment up to these minimum standards are not included in this Services Guide.
  • Client must provide us with exclusive administrative privileges to the Environment.
  • Client must not affix or install any accessory, addition, upgrade, equipment, or device on to the firewall, server, or NAS appliances (other than electronic data) unless expressly approved in writing by us.


Exclusions.  Services that are not expressly described in the Quote will be out of scope and will not be provided to Client unless otherwise agreed, in writing, by Harlin.  Without limiting the foregoing, the following services are expressly excluded, and if required to be performed, must be agreed upon by Harlin in writing:

  • Customization of third party applications, or programming of any kind.
  • Support for operating systems, applications, or hardware no longer supported by the manufacturer.
  • Data/voice wiring or cabling services of any kind.
  • Battery backup replacement.
  • Equipment relocation.
  • The cost to bring the managed environment up to these minimum requirements (unless otherwise noted in the Quote).
  • The cost of repairs to hardware or any supported equipment or software, or the costs to acquire parts or equipment, or shipping charges of any kind.

Service Levels

Automated monitoring is provided on an ongoing (i.e., 24x7x365) basis. Response, repair, and/or remediation services (as applicable) will be provided only during our business hours (currently M-F, 9 AM – 5 PM Central Time, excluding legal holidays and Harlin-observed holidays as listed below), unless otherwise specifically stated in the Quote or as otherwise described below.


We will respond to problems, errors, or interruptions in the provision of the Services during business hours in the timeframe(s) described below. Severity levels will be determined by Harlin in our discretion after consulting with the Client.  All remediation services will initially be attempted remotely; Harlin will provide onsite service only if remote remediation is ineffective and, under all circumstances, only if covered under the Service plan selected by Client.

Trouble / Severity

Response Time

Critical / Service Not Available

(e.g., all users and functions unavailable)


Response within two (2) business hours after notification.


Significant Degradation

(e.g., large number of users or business critical functions affected)


Response within four (4) business hours after notification.


Limited Degradation

(e.g., limited number of users or functions affected, business process can continue).

Response within eight (8) business hours after notification.

Small Service Degradation

(e.g., business process can continue, one user affected).

Response within two (2) business days after notification.

Long Term Project, Preventative Maintenance

Response within four (4) business days after notification.

* All time frames are calculated as of the time that Harlin is notified of the applicable issue / problem by Client through Harlin’s designated support portal, help desk, or by telephone at  the telephone number listed in the Quote.  Notifications received in any manner other than described herein may result in a delay in the provision of remediation efforts.

Support During Off-Hours/Non-Business Hours: Technical support provided outside of our normal business hours is offered on a case-by-case basis and is subject to technician availability. If Harlin agrees to provide off-hours/non-business hours support (“Non-Business Hour Support”), then that support will be provided on a time and materials basis (which is not covered under any Service plan), and will be billed to Client at the following increased hourly rates:

  • Project Professional Level 1: ___x normal rate
  • Project Professional Advanced: ___x normal rate
  • Support Technician, Level 1: ___x normal rate
  • Support Technician, Senior: ___x normal rate

All hourly services are billed in 15 minute increments, and partial increments are rounded to the next highest increment.  A one (1) hour minimum applies to all Non-Business Hour Support.

Harlin-Observed Holidays: Harlin observes the following holidays:

  • New Year’s Day
  • Memorial Day
  • Independence Day
  • Labor Day
  • Thanksgiving Day
  • Christmas Day


Service Credits: Our service level target is 90% as measured over a calendar month (“Target Service Level”). If we fail to adhere to the Target Service Level and Client timely brings that failure to our attention in writing (as per the requirements of the MSA), then Client will be entitled to receive a pro-rated service credit equal to 1/30 of that calendar month’s recurring service fees (excluding hard costs, licenses, etc.) for each day on which the Target Service Level is missed.  Under no circumstances shall credits exceed 30% of the total monthly recurring service fees under an applicable Quote. 



The fees for the Services will be as indicated in the Quote.


Changes to Environment.  Initially, you will be charged the monthly fees indicated in the Quote.  Thereafter, if the managed environment changes, or if the number of authorized users accessing the managed environment changes, then you agree that the fees will be automatically and immediately modified to accommodate those changes. 

Minimum Monthly Fees. The initial Fees indicated in Quote are the minimum monthly fees (“MMF”) that will be charged to you during the term.  You agree that the amounts paid by you under the Quote will not drop below the MMF regardless of the number of users or devices to which the Services are directed or applied, unless we agree to the reduction.  All modifications to the amount of hardware, devices, or authorized users under the Quote (as applicable) must be in writing and accepted by both parties. 

Increases.  In addition, we reserve the right to increase our monthly recurring fees and, if applicable, our data recovery-related fees; provided, however, if an increase is more than five percent (5%) of the fees charged for the Services in the prior calendar year, then you will be provided with a sixty (60) day opportunity to terminate the Services by providing us with written notice of termination. You will be responsible for the payment of all fees that accrue up to the termination date and all pre-approved, non-mitigatable expenses that we incurred in our provision of the Services through the date of termination.  Your continued acceptance or use of the Services after this sixty (60) day period will indicate your acceptance of the increased fees.

In addition to the foregoing, we reserve the right to pass through to you any increases in the costs and/or fees charged by third party providers for the third party services (“Pass Through Increases”). Since we do not control third party providers, we cannot predict whether Pass Through Increases will occur, however, should they occur, we will endeavor to provide you with as much advance notice as reasonably possible.


Pass Through Increases are independent of any increases to our monthly recurring fees and will not be included in the five percent calculation described in the paragraph above.


Travel Time.  If onsite services are provided, we will travel up to 45 minutes from our office to your location at no charge.  Time spent traveling beyond 45 minutes (e.g., locations that are beyond 45 minutes from our office, occasions on which traffic conditions extend our drive time beyond 45 minutes one-way, etc.) will be billed to you at our then current hourly rates.  In addition, you will be billed for all tolls, parking fees, and related expenses that we incur if we provide onsite services to you.


Appointment Cancellations.  You may cancel or reschedule any appointment with us at no charge by providing us with notice of cancellation at least one business day in advance. If we do not receive timely a notice of cancellation/re-scheduling, or if you are not present at the scheduled time or if we are otherwise denied access to your premises at a pre-scheduled appointment time, then you agree to pay us a cancellation fee equal to two (2) hours of our normal consulting time (or non-business hours consulting time, whichever is appropriate), calculated at our then-current hourly rates.

Automated Payment.  You may pay your invoices by credit card and/or by ACH, as described below.  If you authorize payment by credit card and ACH, then the ACH payment method will be attempted first.  If that attempt fails for any reason, then we will process payment using your designated credit card.

  • ACH. When enrolled in an ACH payment processing method, you authorize us to electronically debit your designated checking or savings account, as defined and configured by you in our payment portal, for any payments due under the Quote.  This authorization will continue until otherwise terminated in writing by you.  We will apply a $35.00 service charge to your account for any electronic debit that is returned unpaid due to insufficient funds or due to your bank’s electronic draft restrictions.
  • Credit Card. When enrolled in a credit card payment processing method, you authorize us to charge your credit card, as designated by you in our payment portal, for any payments due under the Quote.
  • You may pay by check provided that your check is delivered to us prior to the commencement of Services. Checks that are returned to us as incorrect, incomplete, or “not sufficient funds” will be subject to a $50 administration fee and any applicable fees charged to us by your bank or financial institution. 

Microsoft Licensing Fees. The Services require that we purchase certain “per seat” licenses from Microsoft (which Microsoft refers to as New Commerce Experience or “NCE Licenses”) in order to provide you with one or more of the following applications: Microsoft 365, Dynamics 365, Windows 365, and Microsoft Power Platform (each, an “NCE Application”). To leverage the discounts offered by Microsoft for these applications and to pass those discounts through to you, we may purchase NCE Licenses for one (1) year terms for the NCE Applications required under the Quote. As per Microsoft’s requirements, NCE Licenses cannot be canceled once they are purchased and cannot be transferred to any other customer. For that reason, you understand and agree that regardless of the reason for termination of the Services, you are required to pay for all applicable NCE Licenses in full for the entire term of those licenses. Provided that you have paid for the NCE Licenses in full, you will be permitted to use those licenses until they expire, even if you move to a different managed service provider.

Additional Terms


Everything in the managed environment must be genuine and licensed—including all hardware, software, etc. If we ask for proof of authenticity and/or licensing, you must provide us with such proof. All minimum hardware or software requirements as indicated in a Quote or this Services Guide (“Minimum Requirements”) must be implemented and maintained as an ongoing requirement of us providing the Services to you.

Monitoring Services; Alert Services

Unless otherwise indicated in the Quote, all monitoring and alert-type services are limited to detection and notification functionalities only.  Monitoring levels will be set by Harlin, and Client shall not modify these levels without our prior written consent. 


Unless otherwise provided in the Quote, remediation services will be provided in accordance with the recommended practices of the managed services industry.  Client understands and agrees that remediation services are not intended to be, and will not be, a warranty or guarantee of the functionality of the Environment, or a service plan for the repair of any particular piece of managed hardware or software.

Configuration of Third Party Services

Certain third party services provided to you under this Services Guide may provide you with administrative access through which you could modify the configurations, features, and/or functions (“Configurations”) of those services.  However, any modifications of Configurations made by you without our knowledge or authorization could disrupt the Services and/or or cause a significant increase in the fees charged for those third party services. For that reason, we strongly advise you to refrain from changing the Configurations unless we authorize those changes. You will be responsible for paying any increased fees or costs arising from or related to changes to the Configurations.

Dark Web Monitoring

Our dark web monitoring services utilize the resources of third party solution providers.  Dark web monitoring can be a highly effective tool to reduce the risk of certain types of cybercrime; however, we do not guarantee that the dark web monitoring service will detect all actual or potential uses of your designated credentials or information. 

Modification of Environment

Changes made to the Environment without our prior authorization or knowledge may have a substantial, negative impact on the provision and effectiveness of the Services and may impact the fees charged under the Quote. You agree to refrain from moving, modifying, or otherwise altering any portion of the Environment without our prior knowledge or consent.  For example, you agree to refrain from adding or removing hardware from the Environment, installing applications on the Environment, or modifying the configuration or log files of the Environment without our prior knowledge or consent.

I need Supplemental Support

Whether you need Supplemental Support for your Internal IT Services or Complete Outsourcing of your IT Department. Harlin ITS has your solution.

I'm looking for Complete IT Outsourcing

Whether you need Supplemental Support for your Internal IT Services or Complete Outsourcing of your IT Department. Harlin ITS has your solution.