Joey King
a752d52421
10 KiB
Master Service Agreement
digiBandit IT Services Corp.
607 St George Blvd, Suite 103, Moncton, NB E1E 2C2
Agreement Terms
| Term | Details |
|---|---|
| Effective Date | Upon acceptance of services |
| Term | 12 months, auto-renews |
| Billing | Invoiced 15th, due 1st |
| Termination | 90 days written notice, or payment in lieu |
Non-payment results in service suspension until balance is resolved.
How This Agreement Works
Your Custom Agreement
By request, defines specific terms and services, hours and pricing. Supersedes this Master Service Agreement.
This Master Service Agreement
Outlines core policies, expectations, and standard terms by linking to the specifics as outlined in each referenced 'digiDoc.' Stands as the default agreement for all subscribers of digiBandit IT Services' Managed IT Services.
SSA (Service-Specific Agreements)
Covers specific services with unique SLAs and terms. Is subject to this Master Service Agreement, as the service is managed by digiBandit IT Services.
How We Operate
digiBandit directly manages core services under this agreement, ensuring reliable IT infrastructure and support.
- Core services = digiBandit-managed IT Services (recurring services, user & device management, network operations, invoicing, business continuity)
- Addon services = digiBandit as a VAR/MSP (we act as a reseller and service provider for third-party solutions)
How We Keep Costs Low
We minimize overhead while maximizing asset count to unlock group benefits for businesses and individuals.
- Management fees cover digiBandit's operating expenses and core service administration
- Addons allow businesses to operate efficiently while digiBandit manages them
- Projects drive profits, from setting up Google Workspace to building custom servers to digitizing business processes
You run your business with addons we resell to you.
We keep your business running by managing the services you pay for.
We fund innovation and improvements through projects you hire us for.
Scope of This Agreement
This Master Service Agreement covers services that are paid on a recurring basis.
Additional and addon services may have their own service agreements.
Explanation of Services
View detailed pricing and tier breakdowns at dbits.ca/manage
Core Services
Core services are just that, the core offerings of digiBandit IT Services. This is our time, efforts and the things that keep the lights on.
- Managed Services Invoicing
- User Management
- Account Management
- Network Monitoring & Management
- Business IT Management
- Business Device Management (Phones, Laptops, Desktops, AIOs, Servers, etc.)
- Personal Device Management (PDM) - Consumer-focused device management with streamlined features and flexible controls
- Business Continuity - Service continuity and emergency access provisions (see Business Continuity section)
Note: Some services previously listed as separate addons (Huntress EDR, AutoElevate PAM, Patch Management) are now included in Device Management tiers.
Addons
Addons are in addition to, but separate from Core Services, in that they are 3rd party solutions to the most common problems we face in this digital world.
Security & Compliance
- Security Awareness Training (SAT)
- DNSFilter
- Cyber Insurance Compliance Assistance
- Bitwarden Password Manager
Productivity & Identity
- Google Workspace Management
- Cloud Identity (GCPW)
- Software VPN
Communication
- VoIP / Cloud Phone Service
- SMTP2GO
Data Protection
- dataBack by digiBandit
- dataBack for Google Workspace
- Data Recovery
Business Operations
- Printer & Print Management
- Business Specific Software Management
- Digital Display
- Play Music Legally With Soundtrack Your Brand
Support & Advisory
- IT Consultations
- Support HelpDesk
- Remote Support & Remote Access
Specialty Services
- Domain Services
- Media Conversion
- CCTV
Business Continuity
digiBandit believes clients should never be held hostage by their IT provider. Business Continuity provisions ensure you maintain access to your IT infrastructure, documentation, and credentials, even if digiBandit is unable to provide services.
What's Included
As part of core managed services, all clients receive:
Documentation Access
- Complete network documentation maintained in our Portal
- Asset inventory with specifications
- Configuration documentation
- Historical ticket data and resolution notes
- Client portal access to view documentation at any time
Credential Escrow
- All client-facing credentials stored securely in our Portal
- Break-glass administrator accounts on managed endpoints
- Cloud service credentials documented with client access paths
- Credentials accessible via client portal or upon request
Transition Support
- Documentation package available upon service termination
- 30 days of transition support included with proper notice
- Cooperative handoff to successor provider or in-house IT
Service Continuity Triggers
In the event digiBandit cannot provide services due to:
- Extended unavailability (14+ consecutive business days of non-response)
- Business closure
- Incapacitation of principal(s)
The following occurs:
- Designated emergency contacts are notified of the situation
- Client portal access remains available for documentation and credential retrieval
- Transition support is provided as outlined above
Emergency Contact Protocol
digiBandit maintains an emergency notification protocol through a designated trusted party who holds:
- Emergency contact information for all managed services clients
- Instructions for client notification
- Access credentials for emergency portal access
This party is authorized to notify clients and facilitate documentation access but is not expected to provide IT services.
Client Responsibilities for Business Continuity
To ensure effective business continuity, clients agree to:
- Designate at least one emergency contact in the Portal
- Maintain current contact information
- Retain at least one administrator account under client control for cloud services (Google Workspace, Microsoft 365, etc.)
- Respond to annual business continuity verification requests
Client Responsibilities
To ensure effective service delivery, clients agree to:
- Provide timely access to systems, credentials, and information needed to deliver services
- Notify digiBandit of changes to infrastructure, staff, or business operations that affect service delivery
- Maintain valid payment method on file
- Designate authorized contacts for support and decision-making
- Follow reasonable security practices as advised
- Fulfill Business Continuity responsibilities as outlined above
Service Response Policy
digiBandit IT Services is committed to providing fast and effective IT support for all clients.
Response & Resolution Commitment
- Response Time: We'll respond to all support requests within 1 hour during business hours
- Average Reply Time: Most requests receive a response within 15 minutes
- Resolution Time: We work towards a resolution as soon as reasonably possible, with an average of 3 hours for most issues
Business Hours, Methods of Contact & Support Times
View our hours, details and more on our Methods of Contact digiDoc.
Exclusions & Limitations
This policy applies only to services within your agreement.
Extended resolution times may occur due to:
- Third-party vendor delays
- Dependencies on client-provided information
- Force majeure events
Our Rates
View Our Rates, always up-to-date and available on our website.
For detailed pricing on managed service tiers, visit dbits.ca/manage.
Legal Terms & Liability
Governing Law
This Master Service Agreement shall be governed by and construed in accordance with the laws of the Province of New Brunswick, Canada. Any disputes arising under or in connection with this Agreement shall be subject to the exclusive jurisdiction of the courts in Moncton, New Brunswick.
Limitation of Liability
digiBandit IT Services shall not be liable for any indirect, incidental, special, or consequential damages, including but not limited to loss of profits, data, or business opportunities. Our total liability for any claims related to this Agreement shall not exceed the total fees paid by the client in the twelve (12) months preceding the claim.
Service Disruptions & Third-Party Failures
digiBandit shall not be responsible for service disruptions caused by third-party providers, including but not limited to cloud services, software vendors, ISPs, or hardware suppliers. We will make reasonable efforts to coordinate and escalate issues on behalf of our clients.
Business Continuity Limitations
digiBandit makes reasonable efforts to maintain current documentation and credentials. Client acknowledges that:
- Credential changes made without digiBandit's knowledge may not be reflected in documentation
- Emergency notification timing depends on circumstances outside digiBandit's control
- Successor providers engaged by client are not agents of digiBandit, and digiBandit bears no liability for their actions or service quality
Dispute Resolution
In the event of any dispute, the parties agree to attempt resolution through good-faith negotiations. If a resolution cannot be reached, disputes shall be resolved through binding arbitration in Moncton, New Brunswick, before any legal action is taken.
Privacy
Your privacy matters. View our Privacy Policy for details on how we collect, use, and protect your information.
Acceptance
By using our services, you acknowledge and agree to the terms outlined in this Master Service Agreement, as well as any referenced or linked policies. If you require additional legal provisions beyond what is stated here, please contact us to arrange a custom agreement tailored to your specific needs.
Questions or Need a Custom Agreement?
Contact us to discuss your specific requirements.
- Location: 607 St George Blvd, Suite 103, Moncton NB
- Phone: (506) 404-0055
- Email: hey@dbits.ca