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CATEGORY  REASONABLE USE LIMIT  EXAMPLES OF UNREASONABLE USE AND THEREFORE NOT COVERED BY THE DIAMOND IT SERVICE LEVEL AGREEMENT* 
    *The below list is not exhaustive. DAG Tech may determine, at its sole discretion, that other services, not expressly listed, exceed reasonable use and thus are not covered by the Diamond IT Service Level Agreement. 
User Computing
 
Hardware and software inventory must be available through TS3 or third-party tools.  Manually inventorying fleet of hardware or software assets 
User Computing
 
Operating System updates are limited to security and feature patches only.  Operating System version upgrades 
User Computing
 
Software patching must be performed via Windows Update or third-party management tool except during initial system setups.  Manually patching software across fleet 
User Computing
 
Manual installation, uninstallation, version upgrades, or configuration for hardware or applications may not exceed 5% (or 3 users) of fleet, whichever is higher, within one month period.  Manually installing software on fleet; Manually re-configuring application on fleet 
All
 
User training for software, systems, or services is limited to vendor training materials.  End-user training sessions 
User Computing
 
Maximum 5% of fleet (or 3 users), which number is higher, may be replaced, upgraded, refreshed, or decommissioned within a one month period.  Fleet upgrades/refreshes of more systems in a single month. DAG Tech may, at its sole discretion, determine that reasonable use limits permit service coverage exceeding 5% of systems. 
All
 
Hardware repairs must be performed by manufacturer or an authorized third-party.  Hard drive replacement on user’s workstation; Screen replacement on smartphone 
All
 
Software bugs or defects will be the sole responsibility of the software vendor.  Request to fix an application that is crashing due to software defect 
User Computing
 
Maximum three (3) endpoints per supported user
(e.g. two computers, one smartphone). 
End-user has more than three devices 
All  Malware infections will be covered only if a single machine is verified to be infected.  Malware outbreak affecting several systems. 
All  Data recovery will be limited to scenarios involving accidental deletion of individual files up to 20% of total data set, or physical single disk failure, and is limited to restoring files or images from live backup.  Performing data recovery on failed disk; Rebuilding failed disk array; Recovering files from crypto-malware infection; Restoring files from cold storage archive 
All
 
Recovery of system images is limited to two systems (i.e. workstations or servers) per month.  Disaster recovery scenarios 
All  On-site engineer visits are limited to two (2) per month for sites with fewer than fifty (50) users except for emergency events, or at DAG Tech’s sole discretion. DAG Tech shall, at its sole discretion, determine what constitutes emergency events.  On-site visits for low-severity issues. DAG Tech shall determine, at its sole discretion, what constitutes low-severity issues. 
All  On-site engineer visits are limited to four (4) per month for sites with more than fifty (50) users except for emergency events, or at DAG Tech’s sole discretion. DAG Tech shall, at its sole discretion, determine what constitutes emergency events.  On-site visits for low-severity issues. DAG Tech shall determine, at its sole discretion, what constitutes low-severity issues. 
All  On-site visits may not exceed four (4) hours per day for sites with fewer than fifty (50) users except at DAG Tech’s sole discretion.   
All  On-site visits may not exceed more than eight (8) hours per day for sites with more than fifty (50) users except at DAG Tech’s sole discretion.   
Cloud Services
 
Cloud service inventory must be available through automated inventory management systems.  Manually inventorying of cloud services or systems 
Cloud Services
 
Cloud system architecture or will not be covered.  Designing a cloud migration strategy; Auditing cloud system budget or best practices 
Cloud Services
 
Cloud system engineering beyond that required to troubleshoot and resolve day-to-day issues will not be covered.  Voluntary re-engineering of file sharing service. 
All
 
User training for software, systems, or services is limited to vendor training materials.  End-user training sessions 
All  Resolution of issues stemming from software bugs or defects will be limited to workarounds only. The resolution of software bugs or defects will be the sole responsibility of the service provider.  Create a fix for software that is crashing due to a software bug. 
All  Migrations, integrations, or bulk data moves will not be covered.  Migrate from Exchange to Office365; Extend on-premise ActiveDirectory to hybrid cloud 
All  Resolution of issues caused by system outages will be limited to workarounds only. System outages will be the sole responsibility of the service provider.   
All  Operations involving the import or export of bulk data (including but not limited to user accounts, mailboxes) must be done through bulk import/export utilities.  Manually populating user accounts for an entire organization on Office365. 
All  Data recovery will be limited to scenarios involving accidental deletion of individual files up to 20% of total data set and is limited to restoring files or images from live backup.  Recovering files from crypto-malware infection; Disaster Recovery scenarios 
All
 
Development, or audit, of policies – compliance or otherwise – will not be covered.  Audit HIPAA compliance on cloud services 
All  Hardware and software inventory must be available through TS3 or third-party tools.  Manually inventorying fleet of hardware or software assets 
User Computing
 
Operating System updates are limited to security and feature patches only.  Operating System version upgrades 
All  Manual installation, uninstallation, version upgrades, or configuration for hardware or applications may not exceed 5% of fleet (or 3 users), which number is higher, within one month period.  Manually installing software on fleet; Manually re-configuring application on fleet 
All  User training for software, systems, or services is limited to vendor training materials.  End-user training sessions 
All  Hardware repairs other than single hard drive replacement must be performed by manufacturer or an authorized third-party.  Motherboard replacement on server; Rebuilding server RAID array 
All  Resolution of issues stemming from software bugs or defects will be limited to workarounds only. The resolution of software bugs or defects will be the sole responsibility of the service provider.  Create a fix for software that is crashing due to a software bug. 
All  Migrations, integrations, or bulk data moves will not be covered.  Migrate from Exchange to Office365; Extend on-premise ActiveDirectory to hybrid cloud 
All
 
Legacy systems or systems that are out of official support from the vendor (end-of-life) will not be covered.  Support servers running Windows Server 2003, which ended extended support from Microsoft in July 2015 
All  Malware infections will be covered only if a single machine is verified to be infected.  Malware outbreak affecting several systems. 
All  Data recovery will be limited to scenarios involving accidental deletion of individual files up to 20% of total data set, or physical single disk failure, and is limited to restoring files or images from live backup.  Performing data recovery on failed disk; Rebuilding failed disk array; Recovering files from crypto-malware infection; Restoring files from cold storage archive 
All
 
Recovery of system images is limited to two systems (i.e. workstations or servers) per month.  Disaster recovery scenarios 
All  System architecture or auditing will not be covered.  Designing a cloud migration strategy; Audit server best practices 
Cloud Services
 
Cloud system engineering beyond that required to troubleshoot and resolve day-to-day issues will not be covered.  Voluntary re-engineering of Email server. 
All  Development, or audit, of policies – compliance or otherwise – will not be covered.  Audit HIPAA compliance on fleet of servers 
All  Hardware and software inventory must be available through TS3 or third-party tools.  Manually inventorying fleet of hardware or software assets 
All  Operating System updates are limited to security and feature patches only.  Operating System version upgrades 
All  Hardware replacements/refreshes/ 

upgrades are to be performed in emergency scenarios only. DAG Tech shall, at its sole discretion, determine what constitutes emergency scenarios. 

 
All  Resolution of issues stemming from software bugs or defects will be limited to workarounds only. The resolution of software bugs or defects will be the sole responsibility of the service provider.  Create a fix for software that is crashing due to a software bug. 
Network Services
 
Repair to structured cabling beyond basic re-termination must be performed by a third-party specialist.  Re-terminating multiple keystone wall jacks; Re-terminating multiple patch panel ports; Re-running structured cabling 
Network Services
 
Troubleshooting, toning, tagging of structured cabling must be performed by a third-party specialist.  Toning faulty cabling; tracing structured cabling 
Network Services
 
Network topology changes may only be made due to and in the course of troubleshooting or issue resolution, at DAG Tech’s sole discretion.  Re-addressing IP network; Re-engineering VLANs 
All  Minor security policy (including ACLs) changes will be made only in the course of troubleshooting or issue resolution.  ACL and/or policy audit and re-engineering 
Network Services
 
Voluntary changes that impact how users connect to or access networks will not be covered.  Implementing 802.1X; Changing WLAN SSID 
All  Development, or audit, of policies – compliance or otherwise – will not be covered.  Audit HIPAA compliance on network switches or routers 
Network Services
 
Changes to Internet connectivity (such as ISP or IP address changes) will be covered only if there is no widespread impact to the network.  Voluntary switching ISP at headquarters or any other office 
User Computing, Network Services, Cloud Services
 
Resolution of issues stemming from users’ local networks will not be covered.  Fixing users’ home or hotel internet connections 
All  Operating System updates are limited to security and feature patches only  Operating System version upgrades 
All  Resolution of issues stemming from software bugs or defects will be limited to workarounds only. The resolution of software bugs or defects will be the sole responsibility of the service provider.  Create a fix for software that is crashing due to a software bug. 
Network Services
 
Voluntary changes that impact user access to networks, applications, or services will not be covered.  Implementing 802.1X; Implementing Single Sign On (SSO) or Multi-Factor Authentication (MFA) 
All  Development, or audit, of policies, compliance, or otherwise will not be covered.  Audit HIPAA compliance on firewalls or security appliances 
All  Malware infections will be covered only if a single machine is verified to be infected.  Malware outbreak across several systems. 
Network Services
 
Minor security policy (including ACLs) changes will be made only in the form of troubleshooting or issue resolution.  ACL and/or policy audit and re-engineering 
Network Services
 
Network topology changes may only be made due to, and in the course of, troubleshooting or issue resolution, at engineer’s discretion.  Re-addressing IP network; Re-engineering VLANs 
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