Managed Services Terms of Service

1. Service Scope

OpenDucks IT provides managed services covering setup, configuration, monitoring, maintenance, and support for IT systems as agreed in your service plan. The scope may include cloud, on-premises, or hybrid environments.

2. Customer Responsibilities

• Provide accurate information and timely access to systems as required for service delivery.
• Designate authorized contacts for support and escalation.
• Promptly report incidents or changes affecting service scope.

3. Maintenance and Updates

• We perform regular maintenance, updates, and security patching as part of the service.
• Critical updates may be applied without prior notice to address security risks.
• Scheduled maintenance will be communicated in advance when possible.

4. Monitoring and Incident Response

• We monitor managed systems for availability, performance, and security incidents.
• Incident response is provided according to your service tier and documented procedures.

5. Support Boundaries

• Support is limited to systems and software covered by your agreement.
• Custom development, third-party integrations, or unsupported platforms may require a separate agreement.

6. Data Protection and Backups

We implement data protection measures and regular backups as agreed. You are responsible for maintaining local copies of critical data and verifying backup integrity.

7. Availability

Target availability is 99.5% monthly, excluding scheduled maintenance and force majeure. Scheduled maintenance will be announced in advance when possible.

8. Data Retention and Deletion

Upon service termination, you have 30 days to export your data. After this period, data may be permanently deleted unless legal obligations require retention.

9. Liability

Our liability is limited as described in the General Terms of Service. We are not liable for:

• Data loss due to user error or external factors
• Downtime caused by third-party providers or force majeure
• Content or configuration provided by the customer

10. Changes to Terms

We may modify these terms with 30 days' notice. Continued use of the service after modifications constitutes acceptance of the new terms.

11. Contact

For questions or support, contact us via the helpdesk or email.