This Statement of Work describes the following services and limitations on them.

Network Monitoring and Alerting

VendorHelixstorm will monitor each covered IT asset remotely 24 hours a day 7 days a week and will alert Customer by e-mail or other commercially reasonable means if any standard operating characteristic of a covered IT asset falls out of normal ranges. Customer will allow Helixstorm (at its own discretion) to install software agents on, but not limited to, workstations, laptops, servers, mobile devices, switches, firewalls, or other network managed devices in order to provide Customer with reliable monitoring, management, and Customer Support. Customer will not uninstall or disable management software.

Client Ticket Portal

Customers can directly create, view, and request ticket assistance at any time with access to the client ticket portal. Customer must designate a minimum of 1 person per account authorized to submit support/service requests on behalf of said Customer that will have a financial impact upon the account. Additional authorized users can be requested via ticketing/portal system.

Remote Network Management

Customer will provide VPN access to the environment to enable Helixstorm to perform remote services.

Patch Management

Helixstorm will monitor the patch and update information for Microsoft Windows based operating systems and Microsoft Office applications. Where Helixstorm becomes aware of an upgrade or patch to which Helixstorm is aware that Customer is entitled, Helixstorm will cause such patches and updates to be installed on Customer’s covered workstations and servers. If Helixstorm is locked out of any patch or update site or other mechanism for receiving same or otherwise has reason to believe that Customer’s subscription for any such service has expired, Helixstorm will notify Customer of such circumstances.

IT Assets Management

Upon request Helixstorm can provide Customer with a report of all devices discovered on the Customer network.

Licensed Antivirus Software and Updates

Helixstorm will use licensed industry-standard software installed and updated on covered devices to detect and eliminate viruses, Trojan horses, worms, and other code intended to harm computer systems or the data stored thereon (“Malicious Code”). The obligation with regard to Anti-Virus Services is solely an obligation to use industry-standard protection and commercially reasonable efforts. Anti-Virus software do not guaranty that no Malicious Code will reach Customer’s systems or data or that Malicious Code will not damage Customer’s systems or data.

Licensed Spyware Software and Updates

Helixstorm will use licensed industry-standard software installed and updated on covered devices to detect and eliminate computer programs resident on computer systems that are intended to provide to an unauthorized person access to such computer systems or information entered into, stored on, or output from, such computer systems (“Spyware”). The obligation with regard to Anti-Spyware software is solely an obligation to use industry-standard protection and commercially reasonable efforts. Anti-Spyware software do not guaranty that no Spyware will access Customer’s systems or data or that Spyware will not provide unauthorized access to any Customer system.

Mobile Device Management

Helixstorm will monitor and provide support for the following functionality on mobile devices to the capabilities of our chosen MDM software:

  • SMS, email or URL over-the-air (OTA) enrollment
  • Passcode & encryption enforcement
  • Email, VPN & Wi-Fi profiles
  • Device restriction settings
  • Remote locate, lock & wipe
  • Jailbreak & root detection
  • Policy updates & changes
  • Compliance reporting
Backup and Storage Services

Helixstorm will backup data on workstations and servers that are connected to a local USB or network attached backup device. Except as otherwise agreed between the parties, Helixstorm will cause full backups to occur on weekends and incremental backups to occur on during each week night. Helixstorm will define and set backup schedule based on input from Customer.

Backup services require that Customer workstations or servers be connected to local hard drives via USB or a network and available to respond to automated commands to back up at pre-scheduled times. For workstation backups, Helixstorm will cause laptop and other portable workstations to back up at Customer’s site; workstations must be powered on, and connected to local or network attached hard drives. Helixstorm will utilize Customer’s existing backup target hardware when applicable. If existing backup hardware is not available Helixstorm will provide backup target hardware to the Customer. Customer will own the backup target hardware after a 12 month period. If contract is cancelled Customer will owe Helixstorm a prorated rate for the cost of the hardware.

Help Desk Services

Helixstorm will provide help desk support for the following applications and services. Only the applications and services listed in the section are covered under Help Desk Services.

  • Microsoft Operating System – Current Supported Version
  • Microsoft Office – Current Supported Version
    • Outlook
    • Excel
    • Word
    • PowerPoint
  • Adobe Acrobat or Reader
  • Restoring user deleted files
  • Password Reset
  • Communication and basic troubleshooting not to exceed 15 minutes per incident

Service Level Agreement

This Agreement represents a Service Level Agreement (“SLA” or “Agreement”) between Helixstorm and Customer for the proposed Managed Services.

This Agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders. This Agreement outlines the parameters of all IT services covered, as the primary stakeholders mutually understand them.

View the complete Service Level Agreement. 

Miscellaneous Service Matters

The following are Helixstorm holidays and subject to change. Please be advised that the Helixstorm offices will be closed in observance of these holidays. For any service impacting emergencies occurring on these day, please contact the Helixstorm Support Team at (888) 434-3549, Option 2.

  • New Year’s Day
  • President’s Day
  • Memorial Day
  • Independence Day
  • Labor Day
  • Veterans Day
  • Thanksgiving
  • Friday after Thanksgiving
  • Christmas Eve
  • Christmas Day
  • New Year’s Eve

Vendor-Owned Hardware

Helixstorm may place hardware and other goods on Customer’s site for the purpose of facilitating the provision of the Services. Customer will provide appropriate power, placement, environment, connections, and cabling, all to the extent necessary or expedient to facilitate Helixstorm’s rendering of the Services. Such hardware and other goods will remain the property solely of Helixstorm and, upon Helixstorm’s request; Customer will permit Helixstorm to remove such hardware and other goods from Customer’s premises.

To the extent that Customer, by operation of law or otherwise, gains any interest in or to such hardware or other goods, Customer hereby grants to Helixstorm a security interest in such hardware and other goods and all interests of Customer therein of every nature and further grants to Helixstorm the right to file financing statements and other documents to the extent that Helixstorm deems them necessary or beneficial to the protection and perfection of Helixstorm’s interests in the hardware and other goods.

New Devices

If Customer requires that a new device be connected to Customer’s network, Customer will open a ticket for such installation and schedule the installation a reasonable time in advance. Minor device additions are expected to require at least one business day’s advance notice. Major additions may require additional notice and Customer and Helixstorm will coordinate such installations with commercially reasonable lead times.

Customer Cooperation

All time commitments contained in this SOW assume reasonable access and Customer assistance when requested and/or necessary. Failure of Customer to grant reasonable access or render reasonable assistance will delay the time for performance by Helixstorm for the duration of Customer’s failure.

Projects Separation

The Services provided under this SOW are intended to cover ongoing normal operations of Customer’s business as specified at the inception of services. Any development, substantial migration, substantial conversion, or similar activity is not covered by the Services provided for in this SOW. If customer requires such Services, the Parties will negotiate a separate SOW.

Revisions to Pricing

The prices in this SOW are subject to change after the term of this SOW upon at least 30 days’ notice by Helixstorm to Customer.