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It defines the effective date, the order form–based relationship for Statement of Work and other ordering documents, and the precedence rules when conflicts arise among agreement documents. The scope section details service categories such as Managed Help Desk and Managed Infrastructure, including inclusions, exclusions, support availability, and responsibilities for end-user device readiness and vendor-maintenance compliance.",{"@graph":63,"@context":119},[64,80,102],{"@type":65,"itemListElement":66},"BreadcrumbList",[67,71,74,77],{"item":68,"name":69,"@type":70,"position":9},"https://docshare.wps.com","Home","ListItem",{"item":72,"name":10,"@type":70,"position":73},"https://docshare.wps.com/template/",2,{"item":75,"name":41,"@type":70,"position":76},"https://docshare.wps.com/template/letters/",3,{"item":78,"name":59,"@type":70,"position":79},"https://docshare.wps.com/template/managed-services-agreement-terms-and-scope-for-secure-data-technologies/282750/",4,{"url":78,"name":59,"@type":81,"image":82,"author":87,"headline":59,"publisher":90,"fileFormat":93,"inLanguage":57,"description":61,"dateModified":94,"datePublished":95,"encodingFormat":93,"isAccessibleForFree":96,"interactionStatistic":97},"DigitalDocument",{"url":83,"@type":84,"width":85,"height":86},"https://docshare.wps.com/thumbnails/managed-services-agreement-terms-and-scope-for-secure-data-technologies/282750.png","ImageObject",442,249,{"name":88,"@type":89},"Ethan Miller","Person",{"url":68,"name":91,"@type":92},"DocShare","Organization","application/pdf","2026-10-18","2026-09-16",true,{"@type":98,"interactionType":99,"userInteractionCount":101},"InteractionCounter",{"@type":100},"ViewAction",8,{"@type":103,"mainEntity":104},"FAQPage",[105,111,115],{"name":106,"@type":107,"acceptedAnswer":108},"How does the agreement become effective?","Question",{"text":109,"@type":110},"The agreement is effective on the date the Client executes the order form or submits a matching purchase order to Secure Data.","Answer",{"name":112,"@type":107,"acceptedAnswer":113},"Which managed service types are offered under the agreement?",{"text":114,"@type":110},"Secure Data’s managed services include Managed Help Desk, Managed Infrastructure, Managed Continuity, and Managed Cybersecurity, with the exact services defined in the applicable order form.",{"name":116,"@type":107,"acceptedAnswer":117},"What is included in Managed Help Desk and what is excluded?",{"text":118,"@type":110},"Managed Help Desk includes remote troubleshooting, defined support hours, 24x7x365 coverage for P1 issues, ticketing access, RMM agent, account resets, and various remote support capabilities. 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(Secure Data) and the Client identified on an order form (“Client”) and governs any Statement of Work, quote, proposal, or other ordering document executed by Client (“Order Form”) that references this Agreement. The Order Form will be issued to Client by Secure Data. This Agreement is effective on the date Client executes the Order Form or submits a matching purchase order to Secure Data (the “Effective Date”) .  \nThis Agreement permits Client to purchase Managed Services, as defined below, and which are identified in the Order Form (the “Subscribed” Managed Services), and sets forth the terms and conditions under which the Managed Services will be delivered. The Agreement consists of the terms and conditions set forth below, the Master Agreement between the parties, and any Order Forms that reference this Agreement. If there is a conflict between the terms below, the Order Form, or the Master Agreement , the documents will control in the following order: The Master Agreement, the Order form (which may from time to time contain alterations to these standard terms and conditions), then this Agreement.  \nBY EXECUTING, WHETHER MANUALLY OR ELECTRONICALLY, AN ORDER FORM, DELIVERING A PURCHASE ORDER OR OTHER CONFIRMATION TO SECURE DATA, OR OPERATING, DOWNLOADING, INSTALLING, REGISTERING OR OTHERWISE USING THE PRODUCTS, OR CLICKING AN \"I ACCEPT” OR “CONTINUE\" BUTTON ASSOCIATED WITH THIS AGREEMENT, CLIENT (OR ITS AUTHORIZED AGENT, IF APPLICABLE) EXPRESSLY AND EXPLICITLY ACKNOWLEDGES AND AGREES THAT THIS IS A BINDING AGREEMENT AND CLIENT HEREBY AGREES TO THE TERMS OF THIS AGREEMENT AND ACCEPTS THE OFFER TO PURCHASE TO THE MANAGED SERVICES PURSUANT TO THE TERMS HEREIN.  \nIn consideration of the mutual covenants and agreements contained herein, and other good and valuable consideration, the receipt and sufficiency of which are hereby acknowledged, the parties agree as follows:  \n1. SCOPE  \n1.1. Managed Services, General. Client will purchase, and Secure Data will provide the specific Managed Services as specified in the applicable Order Form. Secure Data’s Managed Services offerings are Managed Help Desk, Managed Infrastructure, Managed Continuity, and Managed Cybersecurity. The scope of each Managed Service is defined within Section 1. The parties acknowledge that Secure Data will provide only Subscribed Managed Services purchased by Client as specified in the applicable Order Form.  \n1.2. Managed Help Desk. In general, Managed Help Desk provides the first line of support for Client’s employees to work with when they have IT questions or need IT assistance. Secure Data provides a multi-tiered team of support engineers who are available to perform End-User and workstation support.  \n1.2.1. Inclusions: Secure Data will provide, and Client may receive, the following:  \n• Remote troubleshooting and remediation for End-Users.  \n• 8AM – 5 PM CST Monday through Friday support for all issues.  \n• 24 x 7 x 365 support for all P1 issues (see P1 definition in Section 2.2) .  \n• Access to the Secure Data ticketing system with phone and email channels for support.  \n• Priority-based triaging and routing for various ticket types for fast resolution.  \n• Remote Monitoring and Management (RMM) agent for remote support and issue remediation.  \n• Password and MFA resets for End-Users.  \n• User moves, adds, changes according to Client-defined user onboarding procedures.  \n• Remote Windows PC device provisioning and deployment.  \n• Active Directory and Entra ID account support.  \n• Operating System (OS) troubleshooting and configuration for Windows and MacOS.  \n• Remote troubleshooting of print queue-related issues.  \n• VPN and Remote Desktop support.  \n• Remote application support, including Microsoft Office suite and common business-related applications.  \n• Third-party application issue escalatio","cbCaikPjNNEU7gqg","https://ap.wps.com/l/cbCaikPjNNEU7gqg","pdf",249698,6,"English","# Scope\n## Managed Services, General\n## Managed Help Desk\n### Inclusions\n### Exclusions\n### Client Responsibilities, Managed Help Desk\n## Managed Infrastructure\n### Inclusions","[{\"question\":\"How does the agreement become effective?\",\"answer\":\"The agreement is effective on the date the Client executes the order form or submits a matching purchase order to Secure Data.\"},{\"question\":\"Which managed service types are offered under the agreement?\",\"answer\":\"Secure Data’s managed services include Managed Help Desk, Managed Infrastructure, Managed Continuity, and Managed Cybersecurity, with the exact services defined in the applicable order form.\"},{\"question\":\"What is included in Managed Help Desk and what is excluded?\",\"answer\":\"Managed Help Desk includes remote troubleshooting, defined support hours, 24x7x365 coverage for P1 issues, ticketing access, RMM agent, account resets, and various remote support capabilities. Exclusions include on-site support unless documented on the order form, coverage for mobile devices except password/MFA resets, Linux/Unix support, and support for personally owned devices like BYOD.\"}]","Managed Services Agreement - Terms and Scope for Secure Data Technologies | PDF",1789581774]