Your service agreement
Know who handles what.
Start with the systems, responsibilities and intended outcome. SDH confirms compatibility, access, change approval and completion checks before the work begins.
- Environments covered
- SDH assesses compatibility before starting work. The proposal names each server or website covered by the service. If the environment is unsupported, SDH refunds the payment.
- Included work
- The accepted task list defines maintenance, monitoring, updates and incident work. SDH provides reports covering issues, updates and completed tasks. You review the work and confirm completion. SDH handles customer communication, prepares and approves quotations, coordinates escalation, and provides a handover when management ends. You approve changes to your environment before SDH proceeds.
- Exclusions
- Application development, redesigns, licences, infrastructure and projects outside the agreed scope are separate unless expressly included.
- Agreed management coverage
- Your selected package and accepted proposal define the covered systems, tasks, staffing, hours and escalation responsibilities. Additional time or wider coverage requires your approval and is invoiced separately; a checkout approval or spending limit does not increase the purchased scope.
- Monitoring and corrective action
- The selected package and accepted scope identify the checks, schedule, escalation contacts and any investigation or corrective work. SDH obtains your permission before making changes.
- Response and emergency coverage
- SDH support is available 24/7, with an initial response within 1 hour. Emergencies receive immediate attention. Resolution time depends on the issue's complexity. SDH handles customer communication and escalation.
- Access and change approval
- SDH obtains your permission before making any changes. Share administrative access only through the agreed secure process, and identify the person who can approve work. Keep credentials out of the initial inquiry. Revoke access or rotate passwords and keys when the work ends or access is no longer needed.
- Additional time and coverage
- SDH agrees additional work and charges with you before proceeding. Each hourly checkout covers one approved hour; additional approved time is invoiced separately.
- Refunds and handover
- SDH assesses your environment before starting work. If the environment is unsupported, SDH refunds the payment. SDH Server Management also includes a 30 day, no questions asked refund policy. When management ends, SDH provides a handover of the completed work and relevant information.
