Scope of Services
RootSafe supports backups, patch management and other cybersecurity and other information technology products.
Additional Terms and Details
Online computers should backup daily. A ticket may be generated if an online computer has not backed up for three (3) business days.
Computers that are offline, as reported by our RMM, may be monitored. If a computer is offline for more than five (5) business days, RootSafe may attempt to contact the client for assistance in resolving the connectivity issue.
Regular backup reports may be sent to the client monthly, quarterly or on another set schedule as determined by RootSafe and/or the client.
Problem Management – Automated and Reported by Client
Any problems or changes must be submitted to the Support team via [email protected] or via phone: 512-651-3040. Problems may also be submitted to support via the online client portal, if client access has been granted. SLA timers only begin once the issue is reported and/or a ticket is generated.
Client Portal as of 12/31/19 – https://rootsafe.itclientportal.com/ClientPortal/Login.aspx
Issues will be assigned priority depending on the severity and scope of the issue as determined by RootSafe. Issues reported via the client or monitoring software are tracked using support ticket software.
Backup Status Unknown errors – These errors are informational alerts that are typically generated when a computer is offline during the scheduled backup time. These are monitored and generally self resolve when the computer is back online. These issues may be reviewed within 24 hours.
Backup Failures – These issues may be reviewed within two hours of coming in.
Any other errors: Typically reviewed within 24 hours of ticket generation.
File and System Restores
RootSafe may assist client with file and system restores at no additional charge. The amount of time dedicated to each device restore per incident is five (5) hours and limited to one incident every thirty (30) days. Any additional time to resolve any file or system restore may incur additional charges.
RootSafe may provide virtualization of machines at no additional cost for service plans that include virtualization and/or disaster recovery. This time will be measured by Compute points. Compute points is a currency used to achieve the necessary performance of the running failover server/device. How compute points are consumed:
Warranties and Remedies
Please refer to https://rootsafe.us/rootsafe-remote-access-policy/ and https://rootsafe.us/rootsafe-terms-of-use/ for further details.
Please refer to section five (5): – https://rootsafe.us/rootsafe-terms-of-use/
- Project Work: This includes installation and configuration of new equipment, major systems/hardware upgrades, virtualization, major network reconfiguration, etc. may be billed hourly.
- Moves: Moves to new locations may be billed hourly.
- Major Software Upgrades: OS upgrades, new management systems, database implementations, etc. may be billed hourly.
- Legacy Hardware: Limited age for hardware and software support. No servers older than eight years and/or running an OS more than two generations old and/or is out of mainstream support by manufacturer.
Last Updated: 12/31/2019