Support of Support of inq. Digital South Africa (Pty) Ltd Services: Unless otherwise specified in this document or schedule:
Included: All Faults during business hours. Excluded: Incident management not directly attributed to a Fault in the system. All change requests. All onsite support. All after-hours support. Service requests.
Co-Location Services
Included: Secure hosting environment. Guaranteed power availability as per hosting partner. Excluded: Power is excluded and will be billed based on usage, unless otherwise specified. Internet access and other forms of connectivity. Notes: In respect of power usage, the Subscriber subscribes for a particular band of power usage. Any excess usage will be billed to the Subscriber. If the Subscriber exceeds the allocated power usage on a second occasion during any 12 (twelve) month period, the Subscriber will automatically be upgraded into the higher usage band and be billed accordingly by inq. Digital South Africa. All fees are subject to an annual escalation (July). In addition, charges payable in respect of power may be subject to an additional half yearly escalation (January & July).
Broadband Connect
Included: Last mile over fibre, microwave or wireless. Monitoring of link availability by inq. Digital South Africa. Reporting to up-stream providers of faults. Best-effort service. Uncapped internet access. Excluded: Firewalling configuration. Hosted firewall. Core routing. Cross connects. Granular installation into LAN (layer 3 routing traffic control, QoS and access control). Notes: Connectivity proposed above is based on desktop feasibility and is subject to an onsite survey where additional once off costs might be incurred. Should the onsite survey fail on any proposed solutions, inq. Digital South Africa will offer alternative solutions which may in price.
Broadband LTE Connect
Included: Last mile over LTE/3g services. Monitoring of link availability by inq. Digital South Africa. Reporting to up-stream providers of faults. Best-effort service. Capped internet access, unless otherwise specified. Excluded: Firewalling configuration. Hosted firewall. Core routing. Cross connects. Granular installation into LAN (layer 3 routing traffic control, QoS and access control) Notes: Connectivity proposed above is based on desktop feasibility and is subject to an onsite survey where additional once off costs might be incurred. Should the onsite survey fail on any proposed solutions, inq. Digital South Africa will offer alternative solutions which may in price.
Connect
Included: Last mile over fibre, microwave or wireless. Monitoring of link availability by inq. Digital South Africa. Reporting to up-stream providers of faults. Guaranteed up time SLA. Dedicated point to point service. Excluded: Firewalling configuration. Hosted firewall. Core routing. Cross connects. Internet access. Notes: Connectivity proposed above is based on desktop feasibility and is subject to an onsite survey where additional once off costs might be incurred. Should the onsite survey fail on any proposed solutions, inq. Digital South Africa will offer alternative solutions which may in price.
Connect Lite
Included: Last mile over fibre, microwave or wireless. Monitoring of link availability by inq. Digital South Africa. Reporting to up-stream providers of faults. Best-effort service. Point to point service. Excluded: Firewalling configuration. Hosted firewall. Core routing. Cross connects. Notes: Connectivity proposed above is based on desktop feasibility and is subject to an onsite survey where additional once off costs might be incurred. Should the onsite survey fail on any proposed solutions, inq. Digital South Africa will offer alternative solutions which may in price.
Core Connect
Included: Last mile over fibre. Monitoring of link availability by inq. Digital South Africa. Reporting to up-stream providers of faults. Guaranteed up time SLA. Dedicated fibre point to point access between data centres. Excluded: Firewalling configuration. Hosted firewall. Core routing. Internet access Notes: Connectivity proposed above is based on desktop feasibility and is subject to an onsite survey where additional once off costs might be incurred. Should the onsite survey fail on any proposed solutions, inq. Digital South Africa will offer alternative solutions which may in price.
Premium Connect and IP Transit
Included: Last mile over fibre, microwave or wireless for Premium Connect Only. Monitoring of link availability by inq. Digital South Africa. Reporting to up-stream providers of faults. Guaranteed up time SLA. Premium 1:1, uncapped, dedicated internet. 5 public IPs. Excluded: Firewalling configuration. Hosted firewall. Core routing. Cross Connect. Granular installation into LAN (layer 3 routing traffic control, QoS and access control) Notes: Connectivity proposed above is based on desktop feasibility and is subject to an onsite survey where additional once off costs might be incurred. Should the onsite survey fail on any proposed solutions, inq. Digital South Africa will offer alternative solutions which may in price.
Premium Connect Lite
Included: Last mile over fibre, microwave or wireless for Premium Connect Lite Only. Monitoring of link availability by inq. Digital South Africa. Reporting to up-stream providers of faults. Best-effort service. Premium 1:1, uncapped, dedicated internet. 5 public IPs. Excluded: Firewalling configuration. Hosted firewall. Core routing. Cross Connect. Granular installation into LAN (layer 3 routing traffic control, QoS and access control) Notes: Connectivity proposed above is based on desktop feasibility and is subject to an onsite survey where additional once off costs might be incurred. Should the onsite survey fail on any proposed solutions, inq. Digital South Africa will offer alternative solutions which may in price.
Managed Router Rentals
Included: Managed Router rental service. Swap-outs on faulty appliances. Event management of outages and faults. Excluded: Swap-outs due to negligence. Notes: Managed router installations include onsite installation for sites within the Johannesburg, Durban and Cape Town metropolitan areas. Sites outside of these areas (“Remote Sites”) will be couriered with installation instructions and remote telephonic support. No onsite support is included for Remote Sites however a technician may be sent onsite upon request, travel and accommodation costs plus additional labour shall be billable.
Mobile Connect APN
Included: APN mobile data bundles. SIM cards. IP address, where applicable. Excluded: Firewalling configuration. Hosted firewall. Core routing. Cross connects. Granular installation into LAN (layer 3 routing traffic control, QoS and access control) LTE/3G dongles, wingles and/or routers. Notes: Setup and management of user level limits will be charged at managed services rates. All out-of-bundle data-usage will be invoiced monthly and is payable on in full upon presentation of the invoice. Pre-purchased limit will be adjusted with 48 hours written notice if usage is greater than 10% of pre-purchased bundle. Notifications for 90% limit will be emailed to the primary technical contact as specified. Connectivity proposed above is based on desktop feasibility and is subject to an onsite survey where additional once off costs might be incurred. Should the onsite survey fail on any proposed solution, inq. Digital South Africa will offer alternative solutions which may vary in price. If the Mobile Connect is used as a fail-over solution, the routers requiring LTE will require approximately 1 to 1.5GB of data to communicate with other routers (“Dynamic Routing Overheads”) and to be probed by network monitoring systems. The Subscriber accepts that at the end of each month, the data usage across all the SIMs shall be for the Subscriber’s account, irrespective of the limits set up on SIMS and/or their group.
Domains: local and international
Included: Governing body fees. Configuring and hosting DNS records on 3 geographically independent servers. Excluded: Website hosting. Mail processing.
Domain Validated SSL Certificates
Included: Annual Subscription for Domain Validated SSL Certificate signed by a certificate authority. DNS Ownership validation and installation of SSL certificate Excluded: Professional Services are costs incurred for the setup of the SSL Certificate. During the installation, any unforeseen issues that arise will be communicated to the technical contact along with an estimation of possible cost overruns. Notes: As these services are linked to international exchange rates the pricing will be adjusted upon notification from the supplier.
Sendmarc DMARC
Included: DMARC analysis (domain protection) as outlined in product description Excluded: All service requests, incident and change management. All after-hours support. All onsite support. Notes: By electronically accepting or digitally signing or manually signing the schedule, the Subscriber confirms that they have read and agree to the supplier’s terms of service: https://sendmarc.com/terms-of-service/ and their licensing agreement: https://sendmarc.com/license/
Onsite Advanced Server and Firewall
Included: Right of use license for intellectual property. User internet access reports only available on certain services. Patch management. Remote incident management for faults during business hours. Excluded: Backup services.
Enterprise Security FWaaS Services
Included: Standard managed service: Fault resolution during business hours. Predefined monthly reporting, upon request. Silver managed service: Fault resolution during business hours. Two (2) hours of service requests, change management or incident management during business hours. Predefined monthly reporting, upon request. Gold managed service: Fault resolution during business hours. Specified hours of service requests, change management or incident management during business hours. Predefined monthly reporting, upon request. Excluded: All service requests, incident management and change management during business hours, which exceeds the time included in the sla. All after-hours support. All onsite support. Customised reporting.
Check Point Full Access Option
Scope as per the product selected. Notes: By taking the additional feature of full access the subscriber specifically record and agree that: Subscriber shall be solely responsible for the backup and updates of the device. inq. Digital South Africa shall not be liable for any loss, destruction, or damage attributable to such access. Subscriber shall indemnify inq. Digital South Africa against all claims, losses, damages or expenses suffered or incurred by inq. Digital South Africa and/or from any claim arising as a result of such damage and subscriber shall not hold inq. Digital South Africa, its contractors and/or agents liable under any circumstances, for any loss, damage, costs or expenses whatsoever caused by or arising in any manner whatsoever from any action or omission of subscriber or its contractors; and Subscriber represents and warrants that it has the necessary skills, knowledge and know-how to access and manage the device. As a result, support incidents related to configuration changes attributable to the subscriber are excluded from the scope of support and are billable.
Upon full access permission being granted to the subscriber a technical handover session will be conducted by inq. Digital South Africa to the subscriber in which inq. Digital South Africa will cover the recommended configurations. inq. Digital South Africa recommends that an authorised technical representative of the subscriber attends a check point CCSA course as a minimum requirement. The subscriber’s failure, or delay, to comply with the recommendation shall absolve inq. Digital South Africa and/or its vendor from any liability whatsoever for any loss or damages directly or indirectly attributable to faults or errors in the service.
Hystax
Included: Right of use license only. Excluded: Environment management procedures.
Managed Services | ConnectWise Automate
Included: Specific event notifications sent to inq. Digital South Africa support desk as well as nominated technical contact for action. Monitoring and reporting of specified servers and/or desktops. Excluded: Monitoring of Redundant Array of Inexpensive Disks or RAID. Incident management not directly attributed to a Fault in the system. All change management. Service requests.
Managed Services | Pre-Purchased Support
Included: Pre-determined number of hours per month for Support Service as recorded in the Proposal/Schedule. Unused hours in a calendar month will have a carry-over of 1 calendar month. Excluded: Incident management not directly attributed to a Fault in the system, change management. Any higher Tier Support than the Pre-Purchased Support. Notes: Support provided that exceeds the pre-purchased amount, will be billed at standards support rates, in accordance with the type of work, whether it during or outside of business hours and the time taken to resolve the incident.
Managed Services | ConnectWise Streamline
Included: Right of use license for ConnectWise Streamline. Remote incident management for faults during Normal Business Hours. Excluded: Initial setup and configuration of Service.
Managed Services | Service Delivery Manager
Included: Dedicated remote resource to perform tasks as outlined in the description of the Service in the Proposal/Schedule during Normal Business Hours. Excluded: Technical resolution – Faults, incidents and change requests will be referred to a technical subject matter experts for resolution. Security related analytics and consultation.
Managed Services | Monitoring and Remediation
Included: Specific events notifications sent to inq. Digital South Africa support desk as well as nominated technical contact for action. Monitoring and reporting of specified servers and/or desktops. Pre-purchased incident support where applicable. Excluded: Monitoring of RAID array. Incident management not directly attributed to a fault in the system. All change management. Service requests. Notes: All authorised support provided that exceeds the pre-purchased amount, will be billed at standards support rates, in accordance with the type of work, whether it during or outside of business hours and the time taken to resolve the incident.
SMS Delivery Service
Included: SMS delivery service for notifications. Notes: The Subscriber subscribes for a particular bundle, any excess usage over and above the selected bundle will be billed to the Subscriber in blocks of 500 SMS’s. If the Subscriber exceeds the allocated usage on a second occasion during any 12 (twelve) months period, the Subscriber will automatically be upgraded into the higher bundle/usage band and be billed accordingly by inq. Digital South Africa.
Full time onsite: PC support technician
As per supplementary contract.
Onsite desktop block time support
As per supplementary contract.
Hosted Virtual Servers
Included: Virtual machine container. Excluded: Backup and restore recovery of virtual machines. Licensing. Operating system or application and the installation thereof. Internet bandwidth and IP addresses.
inq. Digital South Africa Hosted Services
Included: Right of use license for intellectual property. Secure hosting environment. Standard monitoring. User internet access reports only available on certain services. Patch management. Excluded: Backup services. Internet access and other forms of connectivity.
VoIP Number Service
Included: A VoIP module which runs on the inq. server or sip trunk that is used on 3rd party PABX. Excluded: PABX or call management system. Notes: Please note the following charges from call charges from Telkom with regards to number forwarding for golden numbers: once off destination fee R 126.25 and R1034.64 monthly rental per number R 94.23. Please note that the following charges for porting of individual managed numbers will incur an additional charge, we are only able to ascertain this during the porting process and not earlier: once off fee of R 760.00 per number. All usage above the committed amount will be invoiced at the beginning of the following month and is payable within 7 days from invoice. Should the server be cancelled the VoIP service is automatically cancelled as well.
Hosted PABX
Included: Virtual Container for Hosted PABX. Hosted PABX. Excluded: Connectivity and associated bandwidth to hosted PABX. SIP channels.
Mail Marshal SEG
Included: Mail marshal SEG: antivirus and spam, mail spooling. Excluded: Creating custom rules. Support for reviewing, retrieval and releasing messages.
Mimecast
Included: Use of the license as per the plans and / or products purchased, in line with the acceptable usage policy (AUP). One Hour Tier 1 or Tier 2 Remote Support per month during business hours. Excluded: Incident and event management, or service requests and change management associated to the subscribed plans. Backup and or extraction of logs, reporting and event upon cancellation of the service. As-is service from the provider. Please review additional contractual terms required by the provider. (click here)
Microsoft Azure
Notes: Please review additional contractual terms. (click here)
Microsoft SPLA
Included: Microsoft licenses rented as per the products listed in line with the acceptable usage policy (AUP). Excluded: Configuration of software. Notes: As these services are linked to international exchange rates pricing will be adjusted upon notification from the supplier. Client is to ensure that inq. Digital South Africa has access to servers where the software is installed for the duration of this agreement as inq. Digital South Africa maintains the right of use.
Microsoft 365 / Office 365
Included: Microsoft cloud services in line with the acceptable usage policy (AUP). Excluded: Outbound delivery. Setup and maintenance of desktops, laptops and mobile device setup. Notes inq. Digital South Africa shall remain the sole administrator of the Office 365 portal. As these services are linked to international exchange rates the pricing will be adjusted upon notification from the supplier.
Microsoft 365 Office 365 Managed
Included: Microsoft cloud services in line with the acceptable usage policy (AUP). Tier 1 support at managed services rates. Unlimited support directly from Microsoft’s office 365 call centre for the technical contact, with user management role. Licensing, billing and portal administration. Managing connection filtration policies. Managing Microsoft requirements and system compatibility. Excluded: Outbound delivery. Setup and maintenance of desktops, laptops and mobile device setup. Notes: Exchange online does not support Microsoft office packages older than office 2010 and is compatible with desktop version of office 2010 and office for mac. inq. Digital South Africa shall remain the sole administrator for the office 365 console. As these services are linked to international exchange rates the pricing will be adjusted upon notification from the supplier.
Redstor 365 Backups with Monitoring
Included: Secure Backup of Microsoft 365 Applications as per service description in the Proposal. Monitoring of the running of backups of Selected Data. Electronic notifications in the event of back up failure or skipped files and/or data storage shortage. User based right of use licenses. Excluded: Implementation and configuration. Recovery and Recovery Testing. Back up and storage of Selected Data after the termination of this Schedule and/or the Main Agreement for any reason whatsoever. Back up and storage of Unselected Data. Any Support Service relating to subsequent investigations regarding failed notifications, skipped files or other any queries. Notes: For avoidance of doubt, the Subscriber is solely responsible for the selection of the data that it wishes to back-up and the nomination of the location thereof. The Subscriber acknowledges that the Encryption Key generated is unique and is used for all elements of its back-ups, including but not limited to installations on new servers/desktops and on data recovery. inq. Digital South Africa is not able to generate new keys if the Encryption Key is lost and this could result in a loss of all backed up data. While inq. Digital South Africa may have access to the Encryption Key, from time to time, to assist with installations and the restoring of the back-ups, the Subscriber is solely responsible for the safe keeping of this Encryption Key.
Redstor 365 Backups without Monitoring
Included: User based right of use licenses. Secure Backup of Microsoft 365 Applications as per service description in the Proposal. Automated system notifications in the event of back up failure and/or data storage shortage. Excluded: Implementation and configuration. Recovery and Recovery Testing. Back up and storage of Selected Data after the termination of this Schedule and/or the Main Agreement for any reason whatsoever. Back up and storage of Unselected Data. Any Support Service relating to subsequent investigations regarding failed notifications, skipped files or other any queries. Notes: For avoidance of doubt, the Subscriber is solely responsible for the selection of the data that it wishes to back-up and the nomination of the location thereof. The Subscriber acknowledges that the Encryption Key generated is unique and is used for all elements of its back-ups, including but not limited to installations on new servers/desktops and on data recovery. inq. Digital South Africa is not able to generate new keys if the Encryption Key is lost and this could result in a loss of all backed up data. While inq. Digital South Africa may have access to the Encryption Key, from time to time, to assist with installations and the restoring of the back-ups, the Subscriber is solely responsible for the safe keeping of this Encryption Key.
Cloud PBX
Included: Hosted PABX. Web Based SoftPhone. Secure Hosting facility. Excluded: Backup services. Connectivity to Hosted PABX.
Bria Enterprise
Included: Bria Enterprise User License. Excluded: Installation and setup onto end user device as well as setup and configuration of Tenant. Setup of Direct Services.
Managed Switch Rentals
Included: Managed Switch rental service. Swap-outs on faulty appliances. Event management of outages and faults. Excluded: Configuration and installation. Notes: In the event of a switch swap out, inq. Digital South Africa shall include delivery at no cost, configuration of the switch will be a billable event based on time and material. Upon cancellation of this service the relevant Switch/es is/are to be returned to inq. Digital South Africa by the Subscriber, at the Subscriber ‘s cost no later than one calendar month post the cancellation date. The full cost of the relevant service will continue until the Switch/es is/are returned.
Redstor Enterprise Backups with Monitoring
Included: A secure data storage facility which enables the Subscriber to remotely select data to be backed up in a specific location (“Selected Data”). Monitoring of the running of backups of Selected Data. Electronic notifications in the event of back up failure or skipped files and/or data storage shortage. Right of use licenses. Excluded: Implementation and Configuration. Recovery and Recovery Testing. Back up and storage of Selected Data on termination of this Schedule for any reason whatsoever or expiry thereof. Back up and storage of Unselected Data during the term of this Schedule. Any service support relating to subsequent investigations regarding failed notifications, skipped files or other any queries. Notes: The Subscriber shall notify inq. Digital South Africa in writing of any change of location in order to continue the running of the backups in the Selected Data. For avoidance of doubt, the Subscriber is solely responsible for the selection the data that it wishes to back-up and the nomination of the location thereof. Back-up and back-up monitoring will not run-on unspecified locations. The Subscriber acknowledges that the Encryption Key generated is unique and is used for all elements of their back-ups, including but not limited to installations on new servers/desktops and on data recovery. inq. Digital South Africa is not able to generate new keys if the Encryption Key is lost and this could result in a loss of all backed up data. While inq. Digital South Africa may have access to the Encryption Key, from time to time, to assist with installations and the restoring of the back-ups, the Subscriber is solely responsible for the safe keeping of this encryption key. Storage is calculated on “Data Protected” or on “On Disc” , whichever is greater.
Redstor Enterprise Backups without Monitoring
Included Right of use licenses. A secure data storage facility which enables the Subscriber to remotely select data to back up (“Selected Data”). Automated system notifications in the event of back up failure and/or data storage shortage. Excluded: Monitoring of the running of back-ups and the data storage capacity of Selected Data. inq. Digital South Africa notifications in the event of back up failure or skipped files and/or data storage shortage. Implementation and configuration. Recovery and Recovery Testing. Back up and storage of Selected Data after the termination of this Schedule and/or the Main Agreement for any reason whatsoever. Back up and storage of Unselected Data. Any Support Service relating to subsequent investigations regarding failed notifications, skipped files or other any queries. Notes: For avoidance of doubt, the Subscriber is solely responsible for the selection of the data that it wishes to back-up and the nomination of the location thereof. The Subscriber shall inform the Implementation team of the nominated email address for all automated system notifications. Subscriber understands and accepts that inq. Digital South Africa is not monitoring the running of the back-ups and the data storage capacity. The Subscriber acknowledges that the Encryption Key generated is unique and is used for all elements of their back-ups, including but not limited to installations on new servers/desktops and on data recovery. inq. Digital South Africa is not able to generate new keys if the Encryption Key is lost and this could result in a loss of all backed up data. While inq. Digital South Africa may have access to the Encryption Key, from time to time, to assist with installations and the restoring of the back-ups, the Subscriber is solely responsible for the safe-keeping of this encryption key. The Subscriber hereby indemnifies and holds inq. Digital South Africa harmless from and against any claims, liabilities, losses, damages, costs and expenses arising out of or as a consequence of the Excluded Services set out in this clause 5 and/or the Subscriber’s failure to select data and/or its failure to nominate the location of the back-ups.
Website Hosting
Included: Web site and associated database hosting. 1GB of traffic per month and 2GB of data storage (web site and database combined). Excluded: Website design and maintenance. Bandwidth over threshold. Backup services.
Fax to Email
Included: Fax to email services allowing users to either send or receive faxes via their email service in line with the acceptable usage policy (AUP)
