Managed IT Services Terms & Conditions

Introduction

The following Terms & Conditions govern the services provided by Integrated Computer Services, Inc. (“ICS”). These policies are designed to establish clear expectations regarding managed IT services, IT support, cybersecurity, service availability, change management, disaster recovery, and client responsibilities.

Our goal is to provide secure, reliable, and responsive technology services while maintaining the highest standards of professionalism, accountability, and cybersecurity. By utilizing ICS services, clients acknowledge and agree to the policies outlined below.

Relationship to Client Agreements

These Terms & Conditions are intended to provide general information regarding ICS service policies, support procedures, and operational practices. Clients receiving services from Integrated Computer Services, Inc. are also subject to the terms of their executed Master Services Agreement (“MSA”), Statement of Work (“SOW”), Service Agreement, and any related service schedules or addendums.

Managed IT Services & Support

ICS provides managed IT services, helpdesk support, network management, Microsoft 365 administration, cloud services, cybersecurity solutions, backup and disaster recovery, and technology consulting for businesses throughout New Jersey and beyond.

Services are delivered in accordance with the client’s service agreement and may include proactive monitoring, maintenance, patch management, vendor coordination, remote support, onsite support, and strategic technology guidance.

Service Requests & Support Availability

Clients may submit support requests through the ICS helpdesk portal, email, or telephone. ICS prioritizes requests based on severity, business impact, and service agreement terms.

Standard support hours are Monday through Friday. After-hours, weekend, and holiday support may be available for emergency situations and critical business-impacting incidents. Response times may vary based on issue severity, technician availability, and the client’s service plan.

Change Management

To protect system stability and security, ICS may require approval before implementing significant changes to production systems, including server modifications, network changes, cloud migrations, security policy updates, and software deployments.

ICS reserves the right to recommend delaying or modifying changes that may negatively impact business operations, security, compliance, or system performance.

Cybersecurity Shared Responsibility

Cybersecurity is a shared responsibility between ICS and the client. While ICS deploys and manages industry-standard cybersecurity controls, no technology solution can guarantee complete protection against all threats.

Clients are responsible for ensuring employees follow security policies, maintain secure passwords, participate in security awareness training when provided, and promptly report suspected security incidents. ICS provides cybersecurity recommendations and remediation guidance, but clients retain final authority regarding the implementation of security controls and risk acceptance decisions.

Backup & Disaster Recovery

For most businesses, it is not a question of whether data loss will occur. It is a question of when. Cyberattacks, ransomware infections, hardware failures, accidental deletions, software corruption, power outages, and natural disasters can disrupt operations without warning.

ICS recommends a comprehensive backup and disaster recovery strategy that includes multiple copies of critical data, offsite storage, ransomware protection, and routine recovery testing. Backup solutions may include protection for servers, workstations, cloud environments, Microsoft 365 data, and line-of-business applications.

While ICS manages and monitors backup systems where contracted to do so, clients remain responsible for notifying ICS of newly deployed systems, applications, or data requiring backup protection.

Business Continuity

The purpose of business continuity planning is to minimize operational disruption and accelerate recovery following an unexpected event. Recovery objectives vary based on the client’s infrastructure, service agreement, backup strategy, and operational requirements.

ICS works with clients to develop practical business continuity and disaster recovery plans that align with business goals and risk tolerance.

Compliance & Regulatory Requirements

ICS provides technology solutions and cybersecurity services designed to assist organizations with regulatory and industry compliance requirements, including but not limited to HIPAA, CMMC, NIST, DFARS, PCI-DSS, SEC, FTC Safeguards Rule, and other applicable frameworks.

Compliance remains a shared responsibility between the client and its advisors, auditors, legal counsel, and internal management team. Unless specifically contracted, ICS does not provide legal, accounting, auditing, or compliance certification services.

Clients remain responsible for maintaining policies, procedures, employee training, documentation, and governance requirements necessary to satisfy applicable regulations.

Client Responsibilities

Clients agree to:

• Maintain accurate contact information.
• Provide timely access to systems, facilities, and personnel when required.
• Promptly report suspected cybersecurity incidents or service disruptions.
• Follow recommended security practices.
• Maintain valid software licensing where applicable.
• Notify ICS of significant infrastructure, application, or operational changes.

Failure to follow recommended security practices may increase business risk and limit ICS’s ability to effectively support the environment.

Third-Party Services & Vendors

Many technology environments rely on third-party software, hardware, cloud platforms, telecommunications providers, and internet service providers. While ICS may coordinate with these vendors on the client’s behalf, ICS is not responsible for service interruptions, product defects, security incidents, outages, or performance issues caused by third-party providers.

Documentation & Intellectual Property

ICS may create and maintain technical documentation related to the client’s environment. Documentation developed during the course of providing services may remain the property of ICS unless otherwise specified in a written agreement.

Clients retain ownership of their business data and proprietary information.

Limitation of Liability

While ICS utilizes commercially reasonable efforts and industry best practices to deliver reliable IT support and cybersecurity services, no technology solution can eliminate all risks.

ICS shall not be liable for indirect, incidental, special, punitive, or consequential damages arising from system failures, cyberattacks, data loss, business interruption, third-party service outages, or circumstances beyond its reasonable control, except as otherwise provided in a written service agreement.

Policy Updates

ICS reserves the right to update these Terms & Conditions periodically to reflect changes in technology, cybersecurity threats, regulatory requirements, business practices, and service offerings.

Clients are encouraged to review this page periodically for updates.