January 1st, 2024

Service Specifications

These Service Specifications are for the Services you have ordered from SIRKit and are to be read and construed together with the standard terms and conditions and the Quote(s) that you and SIRKit have entered into with respect to the Services (these Service Specifications, such standard terms and conditions and such Quote(s), each as amended from time to time, are collectively called the "Agreement").

How to get support

SIRKit uses a ticketing system to track all requests. Each request will be provided a unique service ticket number. When the request is submitted by e-mail to support@sirkit.ca, you should receive an automated reply within 15 minutes by e-mail (call SIRKit if you do not receive a confirmation). Alternatively, you may call SIRKit, utilize SIRKit’s RMM software, log in to SIRKit’s portal, or SIRKit will open a ticket with you directly. SIRKit strongly recommends you call if the matter is an emergency or urgent.

E-mail: support@sirkit.ca
Call: 1-780-758-5200 (1-866-701-2755)

SIRKit360® Cloud

SIRKit360® is a cloud platform designed to provide you with a virtual location to house and host your information and services.

The infrastructure used to deliver SIRKit360® at SIRKit's primary location(s) includes:

  • Datacenters with Tier 3 certification
  • Redundant power conditioning, including enterprise UPS and backup generators
  • Redundant cooling
  • Multi-homed internet
  • Biometric security, 24/7 security guards, and surveillance
  • N+1 Infrastructure (Host Clustering (HA), SAN Storage, Redundant Switching, Redundant Connectivity, etc.)
  • 10 gbps+ connectivity within SIRKit’s infrastructure
  • SIRKit's non-primary locations (i.e. not listed above) are used to backup SIRKit's primary location(s), provide redundancy for certain services, and deliver miscellaneous secondary services.
  • SIRKit360® currently operates with (1) primary and (1) non-primary location.

To successfully and reliably use the SIRKit Services Environment, the following requirements must be met:

  • Your internet service must be appropriate (i.e. fast enough, low latency, reliable, etc.)
  • Your internet service must include sufficient throughput each month (SIRKit is not responsible for overage charges you incur resulting, directly or indirectly, from any services provided to you by SIRKit, or otherwise)
  • Your equipment, systems, services and software must be supported (i.e. Not end-of-life) by all applicable vendors and kept up-to-date and secure
  • Your equipment, systems, services and software must be compatible with SIRKit’s equipment, systems, services and software

Helpdesk Acknowledgement

SIRKit is responsible for repairing, maintaining, managing, and addressing issues to the underlying infrastructure and underlying systems of the SIRKit Services Environment only, and you acknowledge and agree that other technical services and support (including troubleshooting, maintenance, monitoring, Managed IT Services, setup, configuration changes, deployment, travel, accommodation, and other out-of-town expenses) are not included with the Services and you will be billed separately and the cost thereof will be in addition to fees payable by you for the Services. Helpdesk is available to you for additional fees unless you have a Support Plan that includes it.

SIRKit360® Local & Offsite Backup Services

SIRKit360® Cloud backups deliver local and offsite backup services to protect your on-premise servers. Our two tiers allow SIRKit’s clients to choose the backup service that best fits their operational needs, recovery objectives and budgetary considerations, ensuring appropriate data protection and recovery capabilities.

Premium Backup Service

Our SIRKit360® Premium Backup Service provides a comprehensive local and offsite backup solution designed for maximum protection and speedy recovery of your on-premise servers.

This Premium Backup Service will meet or exceed the following criteria:

  • Advanced Security and Retention: Utilizing AES-256 encryption with a 30-day retention policy
  • Regular, Comprehensive Backups: Daily image-based backups covering full disk technology, adaptable for unique scenarios
  • Enhanced Data Protection: All offsite backups are secured with at least RAID 1, typically RAID 6, storage solutions
  • Faster Recovery Capabilities: Expedited data recovery services ensuring minimal downtime
  • Backup Testing: Regular testing of backups to ensure data integrity

This Premium Backup Service also offers an optional Disaster Recovery as a Service (DRaaS), enabling quick restoration of your on-premise servers as virtual SIRKit360® Cloud Servers. You can essentially use this service to recover your on-premise servers into SIRKit’s cloud to restore operations while you recover from a disaster.

With respect to the optional DRaaS service that is available for the Premium Backup Service, you acknowledge the following:

  • A billable Special Project will be required to assist with recovery
  • SIRKit360® Cloud Server hosting costs are not included and will be billed separately at SIRKit’s current rates

Due to compatibility considerations, SIRKit does not guarantee recovery or recovery time (best effort will be provided). SIRKit utilizes the latest versions of vSphere, vCenter, and vCloud to offer compatibility with many platforms. However, your on-premise servers must be compatible with the VMWare version and infrastructure that we use in order for your data to be restored and hosted successfully. If you are using an alternative platform, SIRKit will attempt to convert them to a VMWare supported image, but we make no guarantees that the process will be successful.

Standard Backup Service

Our SIRKit360® Standard Backup Service offers a streamlined, cost-effective solution focusing on essential offsite storage needs. This Service is ideal for businesses that aren't as concerned about recovery time and are seeking reliable offsite data protection with a more straightforward approach.

This Standard Backup Service will meet or exceed the following criteria:

  • Advanced Security and Retention: Utilizing AES-256 encryption with a 30-day retention policy
    Regular, Comprehensive Backups: Daily image-based backups covering full disk technology, adaptable for unique scenarios

With respect to This Standard Backup Service, you acknowledge the following:

  • This Service has a slower recovery process. Recovery times are longer as compared to the Premium service. This Service is suitable for less time-sensitive data retrieval needs
  • This Service does not offer a DRaaS option

With respect to all SIRKit360® Local & Offsite Backup Services, you acknowledge that:

  • They exclude HaaS and BHaaS services
  • Appropriate hardware is required for local backups (separate purchase may be required)
  • SIRKit advises against using USB drives for local backups; We recommend a NAS or SAN with RAID 1, 5, or 6 protection
  • Full-server restore tests are not included
  • Offsite backups require local backups
  • Disaster recovery costs are billed separately, subject to compatibility and availability constraints

SIRKit360® Cloud Servers

SIRKit360® Cloud Servers (Generation 2) are delivered with server virtualization technology, that includes:

  • AMD EPYC™ Processors
  • A private VLAN (isolated network for your virtual servers)
  • A private firewall with SSLVPN connectivity for remote access and management (positioned in front of your VLAN for protection and routing)
  • 1 Gbps uplink to the internet
  • 10 Gbps connectivity between your virtualized virtual servers
  • 1 external IP address (IPV4)
  • NVMe SSD Storage with underlying thin-provisioning; All storage is restricted to a certain number of IOPs
  • Up to 256 GB ram per virtual server
  • Up to 24 vCPUs per virtual server
  • Optional OS licences of Windows, Linux, or Unix operating systems for each virtual server
  • Optional 3rd Party licensing (e.g. Remote Desktop users, Microsoft Office, etc.)
  • Up to 5TB of total internet throughput per month (excluding SIRKit360® backups)

You acknowledge and agree that:

  • Local & offsite backup Services are available to purchase with your cloud servers (not included by default)
  • Offsite VM replication is available to purchase with your cloud servers (not included by default)
  • Endpoint protection (antivirus, antimalware, ransomware protection, etc.) is available to purchase with your cloud servers (not included by default)
  • Managed IT Services are available to purchase with your cloud servers (not included by default)
  • This Service does not include Full-Server restore tests. Full-Server restore tests should be performed regularly to ensure backups are healthy
  • SIRKit monitors resource use on all cloud servers and reserves the right to require you to add or reduce resources if they are inappropriate
  • you will be charged an overage fee of $0.05 per GB if total internet throughput exceeds 5TB
  • The private virtual firewall:
    • Is mandatory for all SIRKit360® cloud servers
    • Must be appropriately sized (several options available)
    • Includes a basic Sophos OS licence without Next-Gen or advanced features
    • Includes VPN connectivity that must be used for remote access to your VLAN
    • Includes managed firmware updates (managed by SIRKit directly)
    • Does not permit full administrative access (limited administrator access is provided for basic changes and reporting. Changes that require SIRKit's Helpdesk team due to limited access are covered by your services, you will not be billed for them)
    • Can be upgraded to leverage Next-Gen Security features (optional)
  • Backup services are extremely important and you will implement appropriate backup protection for your Cloud Servers and your data
  • If you are subscribed to SIRKit’s backup service for your SIRKit360® Cloud Servers, restoring data from local or offsite backups due to issues not directly related to the underlying infrastructure is a billable service (i.e. You install a Windows or Linux Update which impacts the operating system on your server)
  • If you are subscribed to SIRKit’s backup service for your SIRKit360® Cloud Servers, and a restore process is required for any reason, SIRKit will use reasonable commercial efforts to cause recovery as soon as possible; however, recovery time is not guaranteed and will depend on the severity of the issue and the number of impacted parties. We strongly recommend adding SIRKit’s Offsite VM replication service to your portfolio, in addition to local/offsite backups.
  • Offsite VM replication maintains a near real-time copy of your cloud servers at SIRKit’s secondary location. These offsite replicated copies can be powered up without the need to wait for a traditional backup/restore process. You acknowledge and understand that clients with SIRKit’s Offsite VM replication service will be provided priority support, and the recovery window will be faster
  • If a major disaster impacts SIRKit’s primary facility to such an extent that SIRKit determines a secondary or alternative primary location must be used to recover services, clients may be provided less CPU and RAM for their VMs until SIRKit is able to recover and rebuild

Microsoft Applications and Services Storefront

SIRKit is an authorized reseller of Microsoft 365 and Microsoft Azure (the "Microsoft Applications and Services") and, subject to the Agreement, SIRKit is able to obtain the Microsoft Applications and Services that you order from SIRKit.

Microsoft Applications and Services are not included with any other services, including Managed IT Services, and are billed separately. Microsoft Applications and Services have a Service Period of either 1 year (the "Fixed Term") or month-to-month (a "Monthly Term"). If you do not advise SIRKit in writing at least 30 days prior to the expiration of the current Monthly Term that you wish to cease receiving the Services in respect of the applicable the Microsoft Applications and Services, the Service Period will automatically renew on a month-to-month basis and be provided on the basis of the then current rates for the Services.

With respect to the Fixed Term, the Service Period will automatically renew on a year-to-year basis and be provided on the basis of the then current rates for the Services. You are entitled to cancel the renewal of any Microsoft Applications and Services that are subject to the Fixed Term provided that you advise SIRKit that you wish to terminate such Services not later than the 3rd day following renewal of the Fixed Term, so that SIRKit has sufficient time to cause such termination. For certainty, except as provided for by this paragraph, you are not permitted to terminate a Fixed Term after it commences and you are not entitled to any refunds if the Microsoft Applications and Services are terminated (for any reason whatsoever) prior to the end of the Fixed Term.

If you order any additional Microsoft Applications and Services during the Fixed Term, you acknowledge that the Service Period for each such additional Microsoft Applications and Services will commence on the date that you acquire it and will end at the end of the Fixed Term in which you acquired your first Microsoft Applications and Services (subject to automatic renewal referred to above).
With respect to Microsoft Applications and Services Storefront Services, you acknowledge and agree that receiving the Microsoft Applications and Services requires you to comply, at all times, with the then current form of Microsoft customer agreement (the "Microsoft Customer Agreement"), which you can access and retrieve at this URL: https://www.microsoft.com/licensing/docs/customeragreement.

For certainty, you may not use the Services if you do not accept the Microsoft Customer Agreement and by using them, you are confirming that: (i) you authorize SIRKit to accept the Microsoft Customer Agreement on your behalf as agent and without any liability, and (ii) you have read, understood and are in agreement with the terms of the Microsoft Customer Agreement.

You further acknowledge and agree that: (i) each licence granted to you and Users for the Microsoft Applications and Services (each a “Licence”) is non-exclusive and non-sub licensable, and may only be used by you and Users, (ii) pursuant to the Microsoft Customer Agreement, Microsoft (A) may modify its products (including the Microsoft Applications and Services), or may release a new version of a product at any time and for any reason, (B) reserves the right to add new features or functionality to, or remove existing features or functionality from, a product (including the Microsoft Applications and Services), (iii) SIRKit does not make any guarantee or warranty that the Microsoft Applications and Services will be continuously available or fault free, (iv) SIRKit does not guarantee compatibility of the Microsoft Applications and Services with any specific configuration of hardware or software, including your Services Environment, (vi) your sole remedy for service failure of the Microsoft Applications and Services is receiving service credits from Microsoft, SIRKit obtaining service credits for you from Microsoft is outside of SIRKit’s control, and Microsoft may not provide you with any service credits whatsoever, (vii) SIRKit is not responsible for any of your Content stored on the Microsoft Applications and Services, and (viii) SIRKit may suspend or terminate your use of the Microsoft Applications and Services as a result of, or in connection with: (A) unauthorized or illegal activity by you or Users, (B) your use of the Microsoft Applications and Services causing, or reasonably expecting to cause, damage to SIRKit’s Network, (C) illegal activity being undertaken in connection with your or any User’s use of the Microsoft Applications and Services, (D) Microsoft terminates your subscription for the Microsoft Applications and Services and the Microsoft Customer Agreement, (E) SIRKit is no longer entitled to sell the Microsoft Applications and Services, or (F) your account with SIRKit is in arrears or otherwise not in good standing.

You covenant to SIRKit that you shall: (i) only use the Microsoft Applications and Services for its intended purpose; (ii) not tamper with, make derivative works of, reverse compile, reverse engineer, or disassemble any of the software or files provided with or that form part of the Microsoft Applications and Services; (iii) provide SIRKit with such information as SIRKit may reasonably require in order to perform of the Services; (iv) not use the Microsoft Applications and Services to download, process or transmit any illegal material; (v) not resell the Microsoft Applications and Services to any third party, and (vi) only use the Microsoft Applications and Services in accordance with all applicable laws.

You acknowledge and agree that: (i) each Licence is non-transferable, (ii) if you decide to cease using SIRKit as your Service provider you will be required to either: (A) continue to use SIRKit as the provider for each Licence until expiration of the Fixed Term, or (B) repurchase each Licence from your new service provider, and (iii) you are not entitled to any refund for terminating a Licence prior to the expiration of the Fixed Term. If you decide to continue to use SIRKit as the provider for each Licence until the expiration of the Fixed Term, you agree to provide SIRKit and its suppliers access to your "Microsoft Tenancy", and you acknowledge that removing SIRKit's or any of its suppliers' "approved delegation" in respect of your Licences may result in such Licences and associated Microsoft Applications and Services being disconnected and/or terminated, which will cause the Retrieval Timeframe (defined below) to immediately commence.

With respect to Microsoft Applications and Services Storefront Services, you acknowledge that Microsoft controls the retention of your Content that is stored on the Microsoft Applications and Services and that, subject to the then current Microsoft Customer Agreement, your Content must be retrieved from the Microsoft Applications and Services within the timeframe following termination of the applicable Licence determined by Microsoft from time to time (the "Retrieval Timeframe"). For certainty, the Retrieval Timeframe will commence immediately upon termination of the applicable Microsoft Applications and Services. SIRKit can assist you in retrieving your Content stored on the Microsoft Applications and Services prior to the date it is permanently deleted, subject to: (i) you providing written notice to SIRKit that you desire for SIRKit to provide you with such retrieval services at least 30 days before the date it is permanently deleted, and (ii) pre-payment by you of the fees set forth in a Quote provided to you with respect to such retrieval services.

Short Term Equipment Services (Loaner Equipment)

SIRKit is able to provide you with equipment that you may require from time to time on a short term/loaner basis ("Loaner Equipment"), subject to the Agreement (the "Loaner Service"). The Loaner Service term will be the Service Period selected by you in your Quote, which Service Period cannot be less than 1 week.

In order to be eligible for the Loaner Service, you must have a pre-existing Support Plan and your account with SIRKit must be approved for at least NET30 terms and be in good standing at the time you request any Loaner Equipment.

Helpdesk (i.e. general support in respect of Loaner Equipment) is available to you for additional fees, unless you have a Managed IT Services Support Plan that includes Helpdesk for the Loaner Equipment, in which case, the Helpdesk fee for the Loaner Service is included under your Service Specifications for Managed IT Services.

The Loaner Equipment will only have essential software (as determined by SIRKit) installed on it. If you require additional, available and appropriate software installed on the Loaner Equipment, SIRKit will install such software for an additional fee.

If you require the Loaner Equipment and new or replacement Equipment to be deployed, you may be required to pay two (2) deployment fees (i.e. loaner and incoming replacement unit). You agree to pay each deployment fee to SIRKit when due as outlined on your Quote(s).

Loaner Equipment that you order will be shipped by SIRKit pursuant to your direction, at your sole cost and expense, or you may pick up the Loaner Equipment from SIRKit's office Monday through Friday (other than statutory holidays) between 8 a.m. – 5 p.m. MST ("Pick-up Hours"); provided that, you arrange for such pick-up with SIRKit in advance; and further provided that, if an on-site visit to your business premises is required to be made by SIRKit to properly deploy the Loaner Equipment, a SIRKit representative will bring the Loaner Equipment with them.

If you elect to pick up Loaner Equipment, SIRKit will advise you when the Loaner Equipment is ready to be picked up. At the end of the Service Period, you are responsible for returning the Loaner Equipment to SIRKit, at your sole cost and expense, by shipping it to SIRKit or dropping it off at SIRKit's office during Pick-up Hours. You agree that you are responsible for any damage to Loaner Equipment while in transit.
With respect to the Loaner Service, you acknowledge and agree that, if there is any delay in SIRKit receiving Loaner Equipment from its suppliers due to circumstances beyond the control of SIRKit (including due to component shortages or supply chain disruptions), then, notwithstanding any other provision of your Service Specifications for the Loaner Service or this Agreement, SIRKit shall be relieved of its obligations in respect of obtaining Loaner Equipment for you, for the duration of such delay.

With respect to Short Term Equipment Services, you acknowledge and agree that: (i) any of your Content that is stored on the Loaner Equipment will be permanently deleted once the Loaner Equipment is returned to SIRKit, (ii) you are solely responsible for backing-up your Content prior to returning the Loaner Equipment to SIRKit, (iii) if you are subscribed to the Gold Support Plan, the cost to restore the Loaner Equipment to its factory settings is covered by your plan, and (iv) if you are subscribed to the Silver Support Plan, you will be charged a fee equal to 1 hour of labour for the restoration of the Loaner Equipment to its factory settings. SIRKit can assist you in backing up your Content that is stored on the Loaner Equipment prior to the date the Loaner Equipment is returned to SIRKit.

With respect to Short Term Equipment Services, you covenant to SIRKit that you shall: (i) only use the Loaner Equipment for its intended purpose; (ii) not tamper with, alter, or disassemble the Loaner Equipment in any manner whatsoever; (iii) provide SIRKit with such information as SIRKit may reasonably require in order to perform of the Loaner Service; (iv) not use the Loaner Equipment to process or transmit any illegal material or for any illegal purpose whatsoever; and (v) only use the Loaner Equipment in compliance with all applicable laws.

IF THE LOANER EQUIPMENT IS NOT RETURNED TO SIRKIT BY THE EXPIRATION OF THE SERVICE PERIOD, OR IF THE RETURNED LOANER EQUIPMENT IS DAMAGED (AS DETERMINED BY SIRKIT), YOU ARE RESPONSIBLE FOR, AND AGREE TO PAY TO SIRKIT ON DEMAND, ONE HUNDRED AND FIFTY (150%) PERCENT OF THE MANUFACTURER'S SUGGESTED RETAIL PRICE (MSRP) FOR SIRKIT TO ACQUIRE THE MOST RECENT MODEL OF THE LOANER EQUIPMENT OR, IF THE LOANER EQUIPMENT IS NO LONGER BEING MANUFACTURED OR PRODUCED OR IS IN SHORT SUPPLY, EQUIPMENT THAT IS EQUIVALENT TO THE LOANER EQUIPMENT (AS DETERMINED BY SIRKIT). You ACKNOWLEDGE AND AGREE THAT YOUR FAILURE TO COMPLY WITH THIS PROVISION SHALL CONSTITUTE A DEFAULT UNDER THESE SERVICE SPECIFICATIONS AND THE SERVICE SPECIFICATIONS FOR YOUR SUPPORT PLAN.

IF YOU ORDER LOANER EQUIPMENT WHILE YOU WAIT FOR NEW OR REPLACEMENT EQUIPMENT YOU HAVE ORDERED FROM SIRKIT TO BE DEPLOYED, YOU AGREE TO AUTHORIZE DEPLOYMENT OF SUCH NEW OR REPLACEMENT EQUIPMENT WITHIN FIVE (5) DAYS FOLLOWING THE DATE THE LOANER EQUIPMENT IS SENT TO YOU OR PICKED UP BY YOU, AS THE CASE MAY BE (THE "AUTHORIZATION"). IF THE AUTHORIZATION DOES NOT OCCUR: (i) WITHIN SUCH FIVE (5) DAY PERIOD, YOUR SERVICE PERIOD WILL BE EXTENDED BY AN ADDITIONAL TWO WEEKS AND (ii) BY THE END OF SUCH EXTENDED SERVICE PERIOD, YOU AGREE TO PAY TO SIRKIT ON DEMAND, ONE HUNDRED AND FIFTY (150%) PERCENT OF THE COST FOR SIRKIT TO ACQUIRE THE MOST RECENT MODEL OF THE LOANER EQUIPMENT OR, IF THE LOANER EQUIPMENT IS NO LONGER BEING MANUFACTURED OR PRODUCED OR IS IN SHORT SUPPLY, EQUIPMENT THAT IS EQUIVALENT TO THE LOANER EQUIPMENT, AS DETERMINED BY SIRKIT (the "Purchase Price"). You ACKNOWLEDGE AND AGREE THAT YOUR FAILURE TO COMPLY WITH THIS PROVISION SHALL CONSTITUTE A DEFAULT UNDER THESE SERVICE SPECIFICATIONS AND THE SERVICE SPECIFICATIONS FOR YOUR SUPPORT PLAN. With respect to (i) above, you shall be responsible for, and agree to pay SIRKit on demand, fees for use of the Loaner Equipment for the extended Service Period referred to in (i) above and, with respect to (ii) above, after payment of the Purchase Price, you will own the applicable Loaner Equipment and, notwithstanding any other provision of these Service Specifications, you will no longer be required to return such Loaner Equipment to SIRKit.

Managed IT Services

Managed IT Support Plans are designed to allow you to focus on what matters, while SIRKit takes care of your technology. SIRKit has already invested in and continues to enhance the necessary enterprise systems required to successfully support, monitor, maintain and protect SIRKit’s clients. Backed by a dedicated team of professional experts, SIRKit delivers around-the-clock monitoring, preventative maintenance, Helpdesk, security, vCIO, and on-going compliance checks to ensure your systems are protected and aligned with emerging best-practices.

Managed IT Service Hours

You acknowledge that Managed IT Services are available between specific hours. The following table outlines the specific hours:

Silver Support Plan
Nature of the Work If Between 7 a.m. and 6 p.m. MT If Between 6 p.m. and 7 a.m. MT
If Remote If Onsite If Remote If on-site
Helpdesk Not Included Not Included Not Included Not Included
Non-Infrastructure Maintenance (eg. PC) Included Included Not Included Not Included
Infrastructure Maintenance Included Included Included Not Included
Infrastructure Emergency Not Included Not Included Not Included Not Included
Monitoring Included Included Included Included
Special Projects Not Included Not Included Not Included Not Included

Reminder: Resolving issues, which include those created by maintenance or identified by monitoring, regardless of the device type, are considered Helpdesk and, therefore, separately billable.

Gold Support Plan
Nature of the Work If Between 7 a.m. and 6 p.m. MT If Between 6 p.m. and 7 a.m. MT
If Remote If Onsite If Remote If on-site
Helpdesk Included Included Not Included Not Included
Non-Infrastructure Maintenance (eg. PC) Included Included Not Included Not Included
Infrastructure Maintenance Included Included Included Not Included
Infrastructure Emergency Included Included Included Included
Monitoring Included Included Included Included
Special Projects Not Included Not Included Not Included Not Included

Service Summary (Support Plans)

Service   Gold 2024 Silver 2024 & Legacy Gold V2
(Legacy) 
 Gold
(Legacy)
Frequency
Technician Services
Helpdesk (Remote, Telephone, and Onsite) (i) Included Hourly Included Included N/A
Consulting & Special Projects Quoted Quoted Quoted Quoted N/A
Preventative Maintenance
3rd Party Application Updates (Windows PCs and Windows Servers)(v) Included Included Included Included Daily
Microsoft Windows Updates (PCs) Included Included Included Included Weekly
Microsoft Windows Updates (Servers) Included Included Included Included Monthly
Firewalls (Checks, Firmware, etc.) Included Included Included Included 3-Months
Wireless Equipment (Checks, Firmware, etc.) Included Included Included Included 6-Months
NAS & SAN (Checks, Firmware, etc.) Included Included Included Included 6-Months
Hypervisors (Checks, Firmware, OS Updates | ESXi, vCenter, Hyper-V) Included Included Included Included 6-Months
Network Switches (Checks, Firmware, etc.) Included Included Included Included 12-Months
UPS (Checks, Firmware, etc.) Included Included Included Included 12-Months
Microsoft Teams Handset/Phone (viii) Included Included Included Included 12-Months
Centralized Services (Monitoring, Alerting, Tracking)(iv)
Windows Monitoring, Alerting & Automation

  • Site & Infrastructure Outages
  • Windows Security Status (firewall, UAC, disk encryption, etc.)
  • Disk Health (space, predictive failure, temporary space, etc.)
  • Endpoint Security Health (Up-to-date, Installed, Incidents)
  • Backup Health (Servers, Microsoft 365 Services, etc.)
  • Resource Usage (Process/CPU, RAM, etc.)
  • And hundreds more.
Included Included Included Included 24/7
Asset Management
(make, model, last user, serial, warranty, IP, installed software, logs, uptime, status, etc.)
Included Included Included Included 24/7
Cyber Security (Standard)
Advanced Endpoint Protection (Anti-virus, Anti-malware and Anti-ransomware backed by behavioural analysis and AI support) Included Included Included Included N/A
Standard Penetration Test Included Included Included Included 12-Months
BitLocker Disk Encryption Monitoring (Windows) Included Included Included Included N/A
Microsoft 365 Backup Service (E-mail, SharePoint, Teams and OneDrive Protection.) (xi) Included Optional Included Optional Daily
Basic Cloudflare DNS Filtering Included Included Included Optional N/A
DMARC and SPF Management Included Optional Optional Optional N/A
Password Pusher (secure password distribution system) Included Included Included Included N/A
Microsoft 365 MFA (multi-factor authentication)(x) Included Included Included Optional N/A
Microsoft 365 Attachment & Link Checking (x) Included Included Included Optional N/A
Equipment Recycling/Destruction (i) Included Hourly Included Included N/A
Cyber Security (Advanced)
Phish Testing Included Optional Included Optional 2 Weeks
Dark Web Scanning Included Optional Included Optional Daily
Endpoint Protection Upgrade - EDR (Endpoint Detection & Response) Included Optional Included Optional N/A
Endpoint Protection Upgrade - SOC (24/7 Security Operations Centre) Included Optional Included Optional N/A
Password Manager Optional Optional Optional Optional N/A
MFA Protection for Windows PCS & Windows Server Operating Systems Optional Optional Optional Optional N/A
Extended Penetration Test Optional Optional Optional Optional N/A
Cloud Services & Licensing
Client Portal (tickets, devices, users, reports, ordering, project roadmap, etc.) Included Included Included Included N/A
Online Training (Basic) (vii) Included Included Included Included N/A
Online Training (Advanced) (vii) Included Optional Included Optional N/A
SIRKit360® Domain Registration, Website Hosting, DNS Hosting, SSL Certificate (iii) Included Included Included Included N/A
Microsoft® 365 Licensing Optional Optional Optional Optional N/A
SIRKit360® Backups (Local & Offsite) with Disaster/Emergency Hosting Optional Optional Optional Optional N/A
Premium Services
Computer Deployment (vii) Included Hourly Included Hourly N/A
E.N.A.B.L.E (Proactive Program/Process)

  • Dedicated Compliance Analyst (year-round compliance checks)
  • Dedicated vCIO (consultant and strategic advisor)
  • SBRs (Strategic Business Reviews)
  • Long-term project roadmap
Included Included Included Included N/A
Comprehensive Documentation (Diagrams, Passwords, How-To, etc.) Included Hourly Included Included N/A
Full-Server Critical Restore Test Included Optional Included Included 6-Months
Cyber-Security Insurance Review Included Included Included Included N/A
Onboarding Assessment/Audit (vi) Included Included Included Included N/A
Hybrid IT Licensing Bundle Optional Optional Optional Optional N/A

Products and services listed in the table above are applicable to devices that are covered by the Support Plan only.

Note: Support Plans labelled with “Legacy” are discontinued. If you are currently subscribed to a Legacy Support Plan, upon Auto Renewal, you will be required to move to the latest NextGen version of your Support Plan. It is anticipated that, in the next revision to these Service Specifications, Legacy Support Plans will be removed.

  • (i) On-site services to destinations located more than 50km (kilometers) from the closest SIRKit corporate office may be charged additional fees for mileage, flights, travel time, accommodations, per-diem, and all related expenses. All services will be attempted remotely prior to on-site.
  • (ii) SIRKit must be the domain registrar. Maximum of 3 domains per year. Limited to .net, .com, .ca, and .org. Auction domains are not eligible.
  • (iii) Let's Encrypt service is used to facilitate this Service. Other SSL services can be used for a fee.
  • (iv) Devices must be managed by SIRKit's Network Operations Centre (NOC) to facilitate this Service. Monitoring, automation, and tracking quality are dependent on the device's operating system functionality and/or compatibility with SNMP and SIRKit's systems.
  • (v) Not available on Apple Systems. Applications must be supported by SIRKit's automation systems. A limited number of applications are supported.
  • (vi) Cost is covered if a Support Plan is approved and fully executed. Does not include travel, accommodations, or per-diem expenses related to the assessment.
  • (vii) Included with Gold Support Pans that have a Service Period that begin or Auto Renew on or after August 1, 2022. Please see Service Specifications for more details.
  • (viii) Handset must be approved by SIRKit to be eligible for the Support Plan.
  • (ix) Only available for Windows PCs with appropriate TPM hardware and a Windows OS that supports Bit-Locker
  • (x) Only available if your team has the appropriate licensing (licensing is not included with Support Plans).
  • (xi) The Gold Support Plan includes (1) licence per computer that is on the Support Plan.  Additional licensing will be charged separately.

To be eligible for Managed IT Services, all Windows, Apple, and Linux based products require SIRKit's remote management and monitoring (RMM) software to be installed and fully operational. Our RMM software runs quietly in the background monitoring, analyzing, cataloging, reporting, automating, and interacting with SIRKit’s systems. Our RMM software is required to be present at each of your sites that SIRKit is responsible for managing and therefore may require an extra device, at your cost, if an appropriate server or workstation that is online 24/7 is not available.

For clarity, Services listed as hourly, Quoted, or optional in the Support Plan comparison table above are not covered by the applicable Support Plan. These Services will be billed separately. Please ensure you check the table carefully to understand what is and is not included. If a service is not listed in the comparison table, it is not included in the applicable Support Plan.
SIRKit acknowledges that, if you are purchasing Managed IT Services, you may not be initially compliant with Section 28 of the Agreement and you agree that you have retained SIRKit to complete up-front and ongoing IT assessments and provide recommendations in order for you to be in compliance with the Proactive Process (defined below). As such, and notwithstanding the foregoing, provided you:

  • Allow us to complete the initial Proactive Process on the remediation schedule provided by SIRKit to mitigate unnecessary risk
  • Follow SIRKit’s recommendations in relation to the initial Proactive Process in a timely manner
  • Agree that labour associated to fixing and supporting non-compliant systems or existing/outstanding issues will be billed per hour regardless of the Services plan you choose
  • Do not default in respect of any of your other obligations under the Agreement, then we agree that you will not be considered to have failed to comply with the Agreement while the initial Proactive Process is ongoing.

If during the initial Proactive Process (also known as the Onboarding IT Assessment/Audit), SIRKit determines there is an issue with your IT infrastructure (including your Applications, your Content, your Equipment, your Services Environment, your network(s) and such other items determined by SIRKit) that requires immediate remediation, you agree to immediately take steps to cause such remediation, failing which, SIRKit, in its sole discretion, may elect not to provide the Services and you agree to pay SIRKit fees payable pursuant to your Quote for the initial onboarding. For certainty, you acknowledge and agree that SIRKit is not responsible for any pre-existing issues with respect to your IT infrastructure (including your Applications, your Content, your Equipment, your Services Environment, your network(s) and such other items as SIRKit deems necessary); however, you may retain SIRKit to remediate (to the extent possible) any such issues under a separate Quote.

Helpdesk (Remote, Telephone, and Onsite Technical Support)

SIRKit offers technical support through the Helpdesk for technical issues related to any device, system, or service that is on a Support Plan. To speed up resolution time and help you avoid unnecessary costs to travel to site, SIRKit requires all clients to have an appropriate (i.e. fast and reliable) internet service at all locations to allow SIRKit’s technicians to initially attempt to resolve all issues with remote support tools. SIRKit may proceed on-site if the location has an inappropriate internet service, or the issue cannot be resolved remotely. Depending on your location, you may be required to ship the problematic device to one of SIRKit’s offices for repair.

Silver Support Plans: Not Included (billed per hour or other fee)
Gold Support Plans: Included (with some exceptions, see below)

The following list identifies Services that are not included under Gold Support Plans and are billed on an hourly or per-fee basis as separate projects, services, or consulting:

  • Addressing issues that existed prior to the commencement of Managed IT Services (typically discovered during initial assessment)
  • Building design (structured cabling, server rooms, electrical, cooling, internet sourcing, access control, security, cameras, sound, etc.)
  • IT infrastructure upgrades, changes, or additions of any kind (i.e. replacing network equipment, deploying new servers, setting up wireless systems, etc.)
  • Software development or customization. (e.g. building lists, creating forms, 3rd party integrations, installing plug-ins, activating web-parts, designing SharePoint Sites, etc.)
  • BHaaS (Backup-and-Hardware-as-a-service), HaaS (Hardware-as-a-Service), SaaS (Software-as-a-Service), or IaaS (Infrastructure-as-a-Service) services, migrations, deployments, development or customization
  • Short Term Equipment Service (Loaner Equipment) services or deployment
  • Website or database development or design
  • Data mining or database content management
  • Document and folder (i.e. folder, SharePoint document library, etc.) design, clean-up or re-organization
  • Scripting that falls outside of regular server or computer administration
  • Major Software Upgrades (i.e. Windows 10 to 11, Sage 300 v2023 to 2024, etc.)
  • First-time client/server or SaaS software installation, configuration, and/or setup on computers, servers, cloud, or devices (non-infrastructure software updates are covered after initial installation and setup if the platform is not EOL and support is available from the vendor)
  • Legal, forensic, or investigation related incidents or consulting
  • Instructor Led or In-Person Training (SIRKit or 3rd Parties)
  • Industry specific compliance and certification review
  • Travel, hotels, accommodations, meals, expenses costs
  • Graphic design, Branding, SEO, or Marketing
  • Non-technical and non-IT related tasks
  • Disaster recovery (i.e. restoring services after a disaster)
  • Data entry

Consulting & Special Projects

Consulting and Special Projects are charged separately from Managed IT Services, and not included in any Support Plan.

You acknowledge that any of your Services that have a Service Period that Auto Renews or commences, on or after January 1, 2024, will be subject to a Special Project Fee which combines the Technician Time Fee and the Project Management Fee. For example, if the Special Project is billed on an hourly basis, the hourly rate quoted now covers both fees. You agree that SIRKit may adjust Special Project Fees once per calendar year during such Service Period for reasons that relate to changes in industry standards or the economy in general (e.g. inflation, changes in Bank of Canada or prime interest rates, changes in consumer price indexes, recession, etc.). For clarity, Special Project pricing set out in existing Quotes will be honoured if SIRKit adjusts its rates, as long as the Quote is approved by you within 30 days of receipt and the Special Project deposit is received within 30 days of the Quote being approved.

SIRKit requires deposits to be paid and received for Special Projects before products will be ordered or reserved.

Support Plans: Not Included (billed per hour or other fee)

Preventative Maintenance

SIRKit will perform preventative maintenance to ensure the overall stability, security, and performance of devices that are associated with the Services are optimal ("Preventative Maintenance"). Preventative Maintenance typically includes confirming patch health (e.g. OS, Firmware, etc.), reviewing logs, checking alerts, applying updates, verifying uptime, backing up configurations, and numerous other checks unique to the device.

Except for emergency or zero-day security-related maintenance activities, SIRKit automatically applies patches, where possible, based on SIRKit's next available standard maintenance window. For PCs specifically, unless you and SIRKit select a different day, your standard maintenance window is Thursdays at 7 PM (local time). Your PCs must be left connected to the internet and turned on during the standard maintenance window. Otherwise, patches may not be applied, and your systems may become vulnerable.

You acknowledge and agree that: (i) SIRKit may disconnect any device or Service from any network owned or managed by SIRKit if you do not keep your hardware and software up-to-date and configured securely and your failure to do so creates a materially adverse situation, as determined by SIRKit (acting reasonably), and (ii) IF YOU DO NOT COMPLY WITH SIRKIT'S DIRECTIONS WITH RESPECT TO PREVENTATIVE MAINTENANCE, SIRKIT WILL NOT BE LIABLE FOR ANY CLAIMS YOU MAY SUFFER OR INCUR AS RESULT OF SUCH NON-COMPLIANCE AND YOU HEREBY RELEASE SIRKIT FROM ANY SUCH LIABILITY.

The following table outlines the estimated timeframe required to complete maintenance (including Preventative Maintenance). All maintenance time is actual time and billed to and covered by these Service Specifications and the Agreement, unless stated otherwise:

Maintenance Checks & Tasks Estimated Time
Microsoft Windows Updates (PCs) 0.25 hrs / PC
Microsoft Windows Updates (Servers) 0.5 hrs / Server
3rd Party Software Updates (Windows PCs and Servers) 0.5 hrs / PC or Server
Microsoft Windows Checks (Servers) 0.5 hrs / Server
Hypervisors (Checks, Firmware, OS Updates) 2.0 hrs / Server
Hardware Dusting (Infrastructure) (i) 0.25 hrs / Device
Firewalls (Checks, Firmware, etc.) 0.5 hrs / Device
Network Switches (Checks, Firmware, etc.) 0.5 hrs / Device
Wireless (Checks, Firmware, etc.) 0.5 hrs / Device
Microsoft Teams Handset/Phone (Checks, Firmware, etc.) 0.25 hrs / Device
NAS (Checks, Firmware, etc.) 0.5 hrs / Device
SAN (Checks, Firmware, etc.) 3.0 hrs / Device
UPS (Checks, Firmware, etc.) 0.5 hrs / Device

Time required to perform maintenance is covered by Silver Support Plans and Gold Support Plans (see table above). Times listed above are estimates only.

Reboots due to maintenance are covered by Silver Support Plan and Gold Support Plans and are not considered an issue or incident.

Maintenance Incidents (Issues)

If you are subscribed to a Silver Support Plan, time required to fix issues resulting from or identified by a maintenance process is billed per-hour (for example, if a Windows update is applied and the update causes an issue, the time required to address the issue is considered Helpdesk and not Preventative Maintenance and therefore not covered by the Silver Support Plan).

If your business is subscribed to a Gold Support Plan, time required to fix issues identified by or created by a maintenance process is covered.

Zero-Day Updates

If SIRKit identifies a serious security issue (e.g. zero-day threat) and is required to apply updates to address it outside of the regular maintenance schedule, the time required to do so is covered by both Silver Support Plans and Gold Support Plans. If zero-day updates are applied, the next scheduled Preventative Maintenance instance may be cancelled.

Firmware Updates

Assuming the latest firmware is stable and available, it will be applied to Windows PCs if a critical security or stability issue is identified, and SIRKit agrees that there is significant risk to warrant applying the update.

Assuming the latest firmware is stable and available during a scheduled maintenance period, updates will be applied to IT infrastructure if any of the following criteria are met:

  • A newer SIRKit approved update is available
  • A critical security or stability issue is identified and SIRKit agrees that there is significant risk to warrant applying the update

Maintenance and Software Repository

SIRKit may implement a local repository of common updates at each of your locations to conserve bandwidth and reduce the amount of time required to distribute updates. Approximately 60-80GB of space may be required on a server, NAS, or SAN device to facilitate the repository.

3rd Party Software Updates

Keeping software up to date is very important because it offers stability, security, and functional enhancements. Because of the number of vulnerabilities released every day, SIRKit will attempt to perform automated updates daily using SIRKit’s RMM software. This service is only available for certain applications running on Windows PCs and Windows Servers.

To reduce disruption, SIRKit's systems apply third party software updates in the background. For clarity, third party software updates are certain applications and not the Windows operating system.

The following applications are typically updated: 7-zip, Adobe Acrobat Reader DC, FileZilla, Foxit PDF Reader, Google Chrome, Firefox, Notepad++, Paint.NET, PuTTY, VLC Media Player, Zoom.

Applications not listed above are not included in the automated update process. If an application is open on a Windows PC while SIRKit attempts to update it, the update process may fail. Upon request, SIRKit can investigate adding your applications to SIRKit’s automatic update service, which may be separately billable.

Note: SIRKit does not control Microsoft 365 updates. This is managed exclusively by Microsoft and is mandatory.

Centralized Services (Monitoring, Alerting, Tracking)

Using a variety of enterprise tools, our Centralized Services team facilitates monitoring, maintenance, automation, asset management, and more.

Windows Monitoring, Alerting and Automation

When SIRKit’s systems detect an issue, they may attempt to address the issue automatically. Should they fail to do so, a ticket is created and assigned to a technician for review. As a result of SIRKit’s proactive monitoring, SIRKit’s team typically knows about issues before you do.

Asset Management

To protect your assets, offer reporting, and help with evergreening and budgeting, SIRKit’s tools catalogue Windows systems extensively. This typically includes:

  • Make
  • Model
  • Serial Number
  • Purchase Date
  • Warranty Expiration
  • Asset Tag (if embedded with the OS)
  • BIOS version
  • Installed Software
  • IP Address, Gateway, Hostname
  • Windows Logs
  • Last logged in user

This information is used by SIRKit's Proactive Process and Helpdesk teams to append and track service history of a specific device. The device must be compatible with SIRKit’s monitoring systems.

Cyber Security (Standard)

Additional security related services or licensing can be bundled with a Support Plan. In most situations, if not already included in your Support Plan, these additions are added as monthly fees and will be charged based on the amounts required. For example, if a staff member leaves your team, depending on the vendor's licensing agreement, you may be able to cancel the licence with 30-days' notice instead of paying for the entire year. Each vendor is unique and you should confirm the billing model before committing to the service or licence. Certain additions are mandatory and may not be removed from your Support Plan.

If the following Cyber Security (Standard) services are added to your Support Plan, or your Support Plan includes them, note that Helpdesk time for the specific service(s):

  • Is not covered by Silver Support Plans (you will be charged a fee based on the amount of support provided)
  • Is covered by Gold Support Plans, unless specified below.

Advanced Endpoint Protection (Anti-virus, Anti-malware, Anti-Ransomware, etc.)

Your Support Plan includes centrally monitored endpoint security for each Windows PC, Apple Computer, and Windows Server, to combat virus, malware, ransomware, and other modern threats. Depending on emerging technologies, SIRKit may change platforms if we believe an alternative platform offers better protection.

Windows PCs, Apple Computers, and Windows Server that support SIRKit’s Endpoint Protection software include one (1) Endpoint Protection licence per Windows PC, Apple Computer, or Server that is covered by all Support Plans. If the total number of users that utilize your Windows PCs, Apple Computers, and Windows Servers exceeds the total number of Windows PCs, Apple Computers, and Windows Servers, you may be charged for additional Endpoint Protection licences up to the total number of users.

Note that Helpdesk time to remediate infections or incidents:

  • Is not covered by Silver Support Plans
    (you will be charged a fee based on the amount of support provided)

Standard Penetration Test

A Standard Penetration Test utilizing automated tools is a fundamental cybersecurity assessment method that aims to identify vulnerabilities and potential weaknesses in an organization's network and systems. Automated tools systematically scan and probe the infrastructure, applying predefined test cases to uncover susceptibility to various cyber threats. These automated tests facilitate a quick and broad evaluation of the system's defenses, identifying common vulnerabilities, and providing a basis for strengthening cybersecurity measures. However, it is important to note that, while efficient, these automated tests may not capture every potential security weakness, particularly more nuanced or complex vulnerabilities that might be identified through human intuition and expertise during extended penetration testing.

The Standard Penetration Test is included with all Support Plans. Remediation of vulnerabilities found by the Standard Penetration Test may not be covered by the Support Plan and may require a Special Project.

BitLocker Drive Encryption Monitoring

BitLocker is a disk encryption program integrated into Windows operating systems, designed to protect data by encrypting the entire disk. It adds an essential layer of security that helps guard against unauthorized access and potential data theft by ensuring that only authenticated users can unlock the encrypted disk using a secure password or other authentication method. BitLocker’s straightforward yet robust encryption capabilities play a vital role in safeguarding sensitive data, enhancing the overall security posture of individual systems and organizational networks. SIRKit monitors Windows PCs to ensure BitLocker drive encryption is enabled.

In order to leverage BitLocker encryption, your Windows PCs must have suitable TPM capabilities and a Professional or Enterprise version of Microsoft Windows (or a version/edition of Windows that includes BitLocker services).
BitLocker monitoring is included with all Support Plans.

Microsoft 365 Backup Service

The Microsoft 365 Backup service is a specialized solution designed for the safeguarding of critical data within Teams, OneDrive, Email, and SharePoint. This service ensures that essential data across these platforms is securely backed up, allowing for swift recovery in the event of data loss, accidental deletions, or unforeseen incidents. By focusing specifically on these core communication and collaboration tools, the backup service provides a resilient safety net, ensuring access to vital organizational information.

Note: This service does not protect Azure VMs or other components of Microsoft’s cloud infrastructure. By default, it also does not protect Microsoft Teams Chat data, which is considered real-time messages between persons using the Microsoft Teams Chat service. Please consult with a SIRKit representative for more information.

Gold Support Plans that have a Service Period that begins or Auto Renews on or after August 1, 2022, include (1) one Microsoft 365 Backup Service licence per Windows PC and Apple Computer that is covered by the Gold Support Plan. If the total number of users exceeds the total number of Windows PCs and Apple Computers, you may be charged for additional Microsoft 365 Backup Services licences up to the total number of users.

This service can be optionally added to Silver Support Plans for a per-user fee.

Basic Cloudflare DNS Filtering

Cloudflare DNS filtering is employed on servers and infrastructure, serving as a layer of defense. When PCs and other devices perform DNS queries, they are safeguarded against malicious DNS and malware originating from known IPs. By leveraging Cloudflare's comprehensive filtering capabilities, the service prevents access to harmful domains and IP addresses, ensuring that the network's DNS queries are safe, thereby maintaining the integrity and security of the network.

Basic Cloudflare DNS Filtering is included with all Support Plans.

DMARC and SPF Management

DMARC and SPF Management involves the strategic implementation and continuous oversight of Domain-based Message Authentication, Reporting, and Conformance (DMARC) and Sender Policy Framework (SPF) protocols to secure an organization’s email communication. By managing these crucial authentication mechanisms, the service ensures that emails sent from the organization are verified and legitimate, preventing email spoofing, phishing, and other malicious email-based attacks. This level of management facilitates a trustworthy email communication environment, protecting both the organization and its recipients from potential email threats.

Gold Support Plans that have a Service Period that begins or Auto Renews on or after January 1st, 2024, include this service. This service can be optionally added to other Support Plans for a fee.

Password Pusher

SIRKit strongly advises against the transmission of passwords via email, messenger, or any similar communication platforms due to the inherent security risks involved. To promote secure password sharing practices, we have established a dedicated platform: https://pwpush.sirkit.ca/.

This alternative method ensures the safe and secure transmission of passwords, safeguarding sensitive information from unauthorized access and potential cybersecurity threats. Utilizing this resource enhances the integrity and confidentiality of password-related communications, aligning with best practices in cyber security.

Password Pusher is included with all Support Plans.

Microsoft 365 MFA (Multi-Factor Authentication)

Microsoft 365 Multi-Factor Authentication (MFA) is a pivotal cybersecurity measure we implement to bolster the security of user identities and credentials. We employ either Security Defaults or Conditional Access Policies in a global policy that is universally enforced, ensuring that all users, irrespective of their access levels, undergo robust authentication processes.

It’s imperative to utilize this security feature. Organizations with a significant number of users lacking MFA, or those in the initial stages of onboarding without MFA, may necessitate a Special Project.

Please note that to access and utilize this enhanced security feature, an appropriate Microsoft licence is required, the cost of which is not included in any Support Plan.

Microsoft 365 Attachment & Link Checking

Microsoft 365 Attachment & Link Scanning is a proactive security service essential for safeguarding email communications. It analyzes attachments and links in emails, ensuring they are free of malicious content and threats such as malware or phishing attempts. This real-time scrutiny is important in maintaining the integrity and security of organizational communications and data.

Please note that to access and utilize this enhanced security feature, appropriate Microsoft licensing is required and is not included in your Support Plan.

Equipment Recycling/Destruction

SIRKit is deeply committed to safeguarding your sensitive information and ensuring the secure and responsible disposal of old devices and equipment. Our service encompasses the secure destruction of data, rendering it irretrievable, along with the recycling of obsolete devices, as part of SIRKit’s dedication to data security and environmental responsibility. This process is very important when equipment undergoes replacement or upgrading, applicable to a vast array of IT-related equipment such as computers, servers, tablets, printers, MFPs, and scanners, among others.
Additionally, SIRKit extends its recycling services to peripherals and accessories, including monitors, keyboards, and mice.

Helpdesk: Time required to securely destroy and recycle equipment is not covered by Silver Support Plans (charged per hour or other fee).

Note: You may be required to ship the device to SIRKit or a SIRKit approved recycling/destruction facility at your own expense.

Cyber Security (Advanced)

Additional advanced security related services or licensing can be bundled with a Managed IT Services Support Plan. In most situations, if not already included in your Support plan, these additions are added as monthly fees and based on the amount used. For example, if a staff member leaves your team, depending on the vendor's licensing agreement, you may be able to cancel the licence with 30-days' notice instead of paying for the entire year. Each vendor is unique and you should confirm the billing model before committing to the service or licence.
We strongly recommend the following services to maintain a strong cyber security posture.

If the following Cyber Security (Advanced) services are added to your Support Plan, or your Support Plan includes them, note that Helpdesk time for the specific service(s):

  • Is not covered by Silver Support Plans (you will be charged a fee based on the amount of support provided)
  • Is covered by Gold Support Plans, unless specified below.

Phishing Testing

Phishing Testing is a proactive cybersecurity service aimed at enhancing organizational resilience against phishing threats. This service operates regularly, conducting regular tests throughout the year to ensure that users remain vigilant and well-prepared to identify potential phishing attacks.

Unlike annual testing approaches, which may not be as effective or recommended, SIRKit’s continuous testing strategy fosters a culture of consistent awareness and responsiveness among users, promoting best practices in recognizing and handling suspicious communications.

Gold Support Plans that have a Service Period that begin or Auto Renew on or after August 1, 2022, include one (1) Phish Test user licence per Windows PC or Apple Computer that is covered by the Gold Support Plan.

SIRKit will assist with the initial setup of the Phishing Testing service and upon request, SIRKit will provide one (1) campaign modification per quarter. After the initial setup, you are required to take care of day-to-day management, monitoring, and following up with team members who failed tests.

Dark Web Scanning

Dark Web Scanning is a sophisticated cybersecurity service essential for pre-emptive threat mitigation and safeguarding sensitive organizational information. This service diligently scans the obscure and encrypted parts of the internet, commonly known as the dark web, for any unauthorized presence or illicit trading of confidential data. By doing so, it enables the organization to take timely and effective actions to prevent or mitigate potential damages resulting from data exposure, ensuring robust protection of business-critical information against unauthorized access and exploitation.

Helpdesk: No Support Plans cover time to remove information found on the Dark Web. SIRKit’s approach is to change the credentials of impacted accounts found on the Dark Web. Further remediation may require a Special Project or retention of a third-party security team for an additional fee.

Endpoint Protection Upgrade – EDR (Endpoint Detection & Response)

Endpoint Detection and Response (EDR) is a cybersecurity service focused on providing comprehensive protection to an organization's network endpoints. EDR employs advanced technologies and analytics to continuously monitor, detect, and respond to potential threats and malicious activities across all endpoints, such as computers and servers. This service allows for real-time threat intelligence, enabling swift identification and remediation of vulnerabilities and attacks, ensuring that the organization’s network integrity remains uncompromised. EDR is instrumental in enhancing the overall cybersecurity framework of an organization, promoting a proactive security posture against evolving cyber threats.

This service can be optionally added to Silver Support Plans for a per-user fee.

Endpoint Protection Upgrade – SOC (24/7 Security Operations Centre)

The SOC upgrade extends across the Endpoint Protection suite and is backed by an international team of security professionals keeping a 24/7 watch, ensuring continuous monitoring and immediate response to any suspicious activity. This steadfast vigilance helps maintain the integrity of your endpoints, providing a secure and resilient operational environment for your organization.

This service can be optionally added to Silver Support Plans for a per-user fee.

Endpoint Protection Upgrade – Vulnerability Scanning

Endpoint Vulnerability Scanning is a cybersecurity service designed to scrutinize and safeguard an organization’s endpoints. This service diligently scans each endpoint to identify, assess, and prioritize vulnerabilities, enabling timely and effective remediation strategies.

Vulnerability Scanning can be added to your Support Plan upon request for an additional monthly fee. A Special Project is often required to help get the service up and running for all users.

Password Manager

A Password Manager is an essential business tool that ensures the secure management of individual and shared credentials within an organization. Each user is provided with a private, encrypted space to create, store, and manage their unique passwords, ensuring they remain isolated and safeguarded from unauthorized access. Where necessary, it also facilitates the secure storage of shared credentials, maintaining the integrity and confidentiality of sensitive corporate information.

A Password Manager service can be added to your Support Plan upon request for an additional monthly fee. A Special Project is often required to help get the service up and running for all users.

MFA Protection for Windows PCs and Windows Server Operating Systems

Multi-Factor Authentication (MFA) protection is a robust cybersecurity measure specifically designed to bolster the security of Windows PCs and Servers. MFA protection for Windows PCs and Windows Server Operating Systems necessitates users authenticate their identities before gaining access to their computer, adding an essential layer of security that significantly mitigates the risk of unauthorized access.

MFA protection for Windows PCs and Windows Server Operating Systems can be added to your Support Plan upon request for an additional monthly fee. A Special Project is often required to help get the service up and running for all users.

Extended Penetration Test

An Extended Penetration Test is a comprehensive security assessment conducted by a specialized third-party security company. Unlike the Standard Penetration Test which uses automated tools, this approach incorporates human expertise coupled with advanced tools to identify, assess, and mitigate potential vulnerabilities and threats. Skilled security professionals actively engage in simulating realistic cyber-attacks, applying a diverse array of strategies and tactics, which surpass the capabilities of automated tools. This human element allows for a more dynamic, adaptive, and thorough evaluation of the organization’s security posture, uncovering nuanced vulnerabilities that automated tools might overlook, thereby ensuring a more robust and resilient cybersecurity infrastructure.

An Extended Penetration Test can be sourced through SIRKit. We will engage one of SIRKit’s security partners. Additional fees from the third-party partner and a Special Project with SIRKit is required.

Cloud Services & Licensing

Cloud Services and licensing can be bundled with a Support Plan. In most situations, if not already included in your Support Plan, these additions are added as monthly fees and based on the amount used. For example, if a staff member leaves your team, depending on the vendor's licence agreement, you may be able to cancel the licence with 30-days' notice instead of paying for the entire year. Each vendor is unique and you should confirm the billing model before committing to the service or licence.

If the following services are added to your Support Plan, or your Support Plan includes them, note that Helpdesk time for the specific service(s):

  • Is not covered by Silver Support Plans (you will be charged a fee based on the amount of support provided)
  • Is covered by Gold Support Plans, unless specified below.

Client Portal

Your Support Plan includes access to SIRKit’s client portal, which is designed to provide an array of resources accessible around the clock. The client portal:

  • Facilitates efficient ticket management, allowing clients to review, create, and interact with support tickets, ensuring swift and responsive IT assistance
  • Provides a detailed summary of computers and network devices, offering a clear view of your IT infrastructure
  • Provides an up-to-date user list, providing administrators the ability to monitor and manage user access and roles
  • Provides a suite of training courses aimed at empowering users with the knowledge to navigate IT complexities confidently. Certain courses require a Gold Support Plan or upgrade licence
  • Provides an overview of Microsoft 365 licensing and service health, ensuring transparency and control over your cloud services
  • Provides a streamlined procurement process for the acquisition of new computers, equipment, user additions, and other IT requirements.

The client portal offers different access levels and requires a modern web browser like Edge, Chrome or Firefox.

Online Training (Basic)

Your Support Plan includes access to training content found in SIRKit’s client portal. This content can be used by your team to offer basic training on a variety of technology topics.

Online Training (Advanced)

Gold Support Plans that have a Service Period that begin or Auto Renew on or after August 1, 2022, include one (1) training user licence per Windows PC or Apple Computer that is covered by the Gold Support Plan. The training platform should be used to assist employees with onboarding and ongoing training. The platform includes numerous training programs that can be used to educate your employees about common topics like cyber-security, Microsoft 365, etc.
SIRKit will assist with the initial setup of the training platform. After which, you are required to take care of day-to-day management including assignment and holding your team accountable to the assigned material.

SIRKit360® Domain Registration, Website Hosting, DNS Hosting, SSL Certificate

SIRKit offers the following services with your Support Plan. You are not required to use them.

SIRKit360® Domain Registration

Your Support Plan includes up to (3) three domain registrations or renewals per-year. Domains must be .net, .com, .org, or .ca only. SIRKit will activate domain privacy if supported. In order to facilitate this service, SIRKit must be the domain registrar, which requires your domains to be transferred to SIRKit.

SIRKit360® Website & DNS Hosting

Your Support Plan includes SIRKit360® website hosting with the following specifications:

  • Disk Quota (25GB)
  • Total Monthly Throughput (250GB)
  • Hosted Domains/Sub-Domains (1)
  • Domain Aliases (25)
  • MySQL Databases (1)
  • Max Database Size (500MB)
  • Per Site or Tenant Backups (No)
  • Users/FTP (1)
  • DNS (included)
  • Administration Panel (Yes)

Note: SIRKit facilitates full-server backups only; SIRKit does not backup websites independently. If a restore process is required, you will be charged $300 to recover all or any portion of your website content. SIRKit recommends keeping a copy of your website or having your web designer take care of backups.

Overages: You will be charged an overage fee of $0.05 per GB if total monthly throughput exceeds 250GB.

Regardless of your Support Plan, Helpdesk does not include setting up, configuring, updating, uploading, downloading, transferring, designing, or developing websites. You must work with your web designer directly for these services or request a Special Project.

SIRKit360® Website SSL Certificate

If your website is hosted with SIRKit360® and you are subscribed to a Silver Support Plan or Gold Support Plan, Services include a complimentary SSL certificate using Let's Encrypt. If an alternative SSL Certificate Authority is required for any reason, it is not included with either Support Plan.
Regardless of your Support Plan, Helpdesk does not include requesting, signing, resigning, installing or updating an SSL Certificate from an alternative Certificate Authority. You must request a Special Project.

Microsoft 365 Licensing

You may choose to add Microsoft 365 licences to your Support Plan. Licences are issued on a per-user basis and billed monthly or annually.

Prices are typically increased by Microsoft once per year (generally in January). As a Microsoft Partner, SIRKit charges in accordance with Microsoft's recommended prices and payment schedule.

Note: The Gold Support Plan includes basic Microsoft 365 support for users with a mobile device that is not on the Gold Support Plan, as long as the Microsoft 365 licence is purchased through SIRKit. Basic support is limited to connectivity and Microsoft 365 only; All other support for mobile devices is out of scope unless the mobile device is added as a formal device to the Gold Support Plan.

SIRKit360® Backups (Local & Offsite) with Disaster/Emergency Hosting

SIRKit360® Backup Services ensure resilience and continuity of your business operations. By providing both local and offsite backup solutions for on-premise servers, SIRKit’s service aligns with industry best practices, maintaining at least two copies of your critical data for enhanced protection. Upon subscription, you benefit from SIRKit’s proactive monitoring, where SIRKit diligently oversees the smooth execution of both local and offsite backups.

Leveraging advanced backup technologies, SIRKit’s services incorporate cutting-edge security features and functional excellence to deliver a robust backup solution. SIRKit ensures that your data is encrypted and transferred securely, safeguarding it against unauthorized access and threats.
you may choose to add SIRKit360® local and offsite backup services to your Support Plan to protect on-premise servers. For technical information about this service, review the "SIRKit360® Local & Offsite Backup Services" section under "SIRKit360® Cloud" above.

SIRKit360® Disaster/Emergency Hosting

In the event of an emergency, if your SIRKit360® Backups service offers optional DRaaS (Disaster Recovery as a Service), offsite copies can typically be used to facilitate a swift recovery, utilizing SIRKit’s cloud infrastructure to restore services and maintain business continuity with minimal disruption. In simple terms, SIRKit uses your offsite copies and restore your on-premise servers using the most recent offsite backup copy into SIRKit360® and temporarily host them for you. Certain limitations may prevent SIRKit from restoring and hosting your servers in SIRKit360® including age, vendor, hypervisor and version of your on-premise servers.

Please note, if SIRKit activates emergency hosting services for your business, a monthly fee will be charged for the service.

Note: Helpdesk costs for SIRKit360® Backups are not covered by the Silver Support Plan (charged per hour or other fee) unless the problem is directly caused by an issue within the SIRKit360® Cloud infrastructure.

Premium Services

Computer Deployment

SIRKit's deployment and rebuild process is extensive (on purpose). The process is designed to ensure the computer is used to its full potential with the latest security, stability, performance, and feature enhancements.

Common steps include updating the BIOS, removing bloatware, installing/updating Microsoft Office, installing endpoint security, configuring line-of-business software, setting up Microsoft Office applications (Outlook, Teams, OneDrive, etc.), joining the computer to the domain, verifying automation systems are operational and running through your business’ personalized deployment checklist to ensure we complete all unique steps.

Rush Deployments: If you require a rush deployment or rebuild, which is defined as any computer that must be deployed or rebuilt in less than 5 business days, you agree to pay a rush fee of $300 per computer. Rush deployments and rebuilds must be approved by SIRKit management, are completed on a reasonable commercial effort basis, and are heavily dependent on product and technician availability. You are not permitted to regularly request (as determined by SIRKit) rush deployments or rebuilds.

Gold Support Plans that have a Service Period that begin or Auto Renew on or after August 1, 2022, include computer deployment and one (1) rebuild with the following conditions:

  • The computer must be less than 4 years old (calculated using the original date of manufacturing)
  • Windows PCs (new or used) must be purchased from SIRKit, and Apple Computers (new or used) must be purchased through a SIRKit approved Apple Authorized Reseller, for the Gold Support Plan to cover the initial deployment fee. You will incur a separate initial deployment fee if these criteria are not met
  • A maximum of one (1) computer rebuild will be offered if the following additional conditions are met:
    • The computer is infected, defective, or performance is severely degraded
    • The issue was not present before SIRKit onboarded your business to the Gold Support Plan
    • For three (3) months directly prior, the computer was:
    • Protected by a SIRKit approved Endpoint Security suite
    • Monitored by SIRKit’s RMM software
    • Provided Windows & 3rd party software updates
    • Protected by UAC (User Access Control or equivalent)
    • Covered by a valid Gold Support Plan
    • The computer had no illegal, P2P, blacklisted, or unlicensed software present at any time
    • Users of the computer were not provided administrative access at any time
    • SIRKit agrees that the system is legitimately and materially compromised due to natural events resulting from regular business use. SIRKit reserves the right to decline this service if, in its opinion, the system’s performance is not materially compromised and/or criteria are not met
    • All equipment and software must be approved by SIRKit to ensure compatibility, security, and stability with your existing systems, SIRKit’s systems, and the Support Plan requirements
  • The computer must have a full Windows or MacOS desktop operating system (no tablets or tablet OS)
  • The computer must use software that is fully supported by the vendor and not end-of-life
  • Hardware, software, licensing, and recycling are not included
  • Ground shipping to your location in Canada is included (Air is available for a fee). If this is an existing computer, you are responsible for shipping to SIRKit
  • On-site computer deployments are available upon request at no extra cost if the deployment location is less than 50km from a SIRKit office. Travel beyond 50 km may incur mileage, travel time, and per-diem. Due to liability reasons, SIRKit is not permitted to relocate furniture (i.e. desks) while on-site
  • You must allow SIRKit to streamline your deployment process by way of automation and eliminating unreasonable manual deployment procedures. This may require a separately billable Special Project

The following schedule must be followed to allow SIRKit enough time to image, pre-configure, prepare, and coordinate shipping and/or scheduling:

Number of Computers (going to same location) Hardware
(in-stock)
Deployment Type Location Distance Deployment Time
(after quote is signed)
1-3 Yes On-Site (in-person) < 50KM 3 business days + Shipping Time
1-3 Yes Remote (shipped) Any 3 business days + Scheduling
4+ Yes Any Any TBD

TBD = To Be Determined (will be confirmed)

Note: Deployment time is subject to hardware and technician availability. SIRKit agrees to use reasonable commercial efforts to fulfill and exceed your expectations on the deliverables listed above. You agree to aid SIRKit in doing so by making available to SIRKit the necessary information pertaining to the deployment and to cooperate with SIRKit in expediting the work. Delays should be expected if product is backordered or you require a large number of computers to be deployed. It’s also very important to understand that there are several tasks required to be completed after the computer arrives onsite and the assigned employee is required to be present and available to work with SIRKit to complete them. Due to security technologies like MFA (Multi-Factor Authentication), which need to be set up with the user directly, computers will not be 100% ready to go when they arrive onsite; Please ensure your team and employees understand these requirements.

For Gold Support Plans that have a Service Period that begin or Auto Renew before August 1, 2022, and all Silver Support Plans, SIRKit will continue to provide you with a Quote outlining the deployment fee. Legacy Gold Support Plans include one (1) rebuild with the following conditions:

  • The computer must be less than 4 years old (calculated using the original date of manufacturing)
  • A maximum of one (1) computer rebuild will be offered if the following additional conditions are met:
    • The computer is infected, defective, or performance is severely degraded
    • The issue was not present before SIRKit onboarded your business to the Gold Support Plan
    • For three (3) months directly prior, the computer was:
      • Protected by a SIRKit approved Endpoint Security suite
      • Monitored by SIRKit’s RMM software
      • Provided Windows & 3rd party software updates
      • Protected by UAC (User Access Control or equivalent)
      • Covered by a valid Gold Support Plan
    • The computer had no illegal, P2P, blacklisted, or unlicensed software present at any time
    • Users of the computer were not provided administrative access at any time
    • SIRKit agrees that the system is legitimately and materially compromised due to natural events resulting from regular business use. SIRKit reserves the right to decline this service if, in its opinion, the system’s performance is not materially compromised and/or criteria are not met.
  • All equipment and software must be approved by SIRKit to ensure compatibility, security, and stability with your existing systems, SIRKit’s systems, and the Support Plan requirements.
  • The computer must have a full Windows or MacOS desktop operating system (no tablets or tablet OS).
  • The computer must use software that is fully supported by the vendor and not end-of-life
  • Hardware, software, licensing, and recycling are not included
  • Ground shipping to your location in Canada is included (delivery by air is available for a fee). You are responsible for shipping to SIRKit.
  • You must allow SIRKit to streamline your deployment process by way of automation and eliminating unreasonable manual deployment procedures. This may require a billable Special Project.

E.N.A.B.L.E. (Proactive Process)

Technology is advancing at unprecedented rates. Staying current, protected, and leveraging technology to help your team reach its full potential requires appropriate expertise and continuous improvement.

As part of SIRKit’s commitment to provide the highest quality service and protect its clients, SIRKit provides a process for all Support Plans known as in E.N.A.B.L.E, which is an acronym for Effective Network Architecture and Business-Level Empowerment (the "Proactive Process"), whereby your IT systems (including your Applications, your Content, your Equipment, your Services Environment, your network(s) and such other items as determined by SIRKit) is audited to identify issues and non-compliance with technology best-practices. The Proactive Process was launched over 10-years ago as an annual assessment and has since evolved into a year-round service delivered by dedicated vCIOs and compliance analysts.

SIRKit's Proactive Process team is tasked with completing hundreds of compliance checks each year, Strategic Business Reviews (SBRs), providing on-going advice, and maintaining a multi-year project roadmap to address non-compliance and allow stakeholders to budget and prepare for the incoming change.

The Proactive Process is mandatory and must be followed. Time required to manage the Proactive Process is covered by all Support Plans; however, you acknowledge and agree that any work that is required to remediate any issues that are discovered by the Proactive Process may not be covered by your Support Plan, such work being considered a Special Project and subject to a separate Quote.

Comprehensive Documentation

In order to adequately and thoroughly support its clients, SIRKit maintains detailed and comprehensive documentation. A large portion of the information is updated automatically in real-time by SIRKit's automation systems and SIRKit technicians are trained to document unique procedures or outliers.

Time required to build or maintain documentation is not covered by Silver Support Plans (charged per hour or other fee).
Time required to build or maintain documentation is covered by Gold Support plans.

Full-Server Critical Restore Test

SIRKit recommends server backups are tested at least once every 6-months by completely restoring the entire server to a live copy. This process is only eligible for virtual servers hosted in an environment that has sufficient resources to support a full restore (CPU, RAM, Storage).

SIRKit's typical process involves:

  • Restoring the entire server in a side-by-side sandbox on the same infrastructure
  • Using the most recent backup copies to perform the restore test
  • Powering the server up after the restore process completes to ensure it boots
  • Removing the temporary copy after testing is complete

This process will be performed manually or via automation (if supported). If you wish to have on-going scheduled restore tests and your Support Plan does not include them, you are required to complete an upfront approval process authorizing SIRKit to automatically perform the procedure at an agreed frequency (e.g. every 6 months). You may cancel the upfront approval upon not less than 30-days prior written notice.

SIRKit charges $300.00 per server per restore test for this service.

Full-Server restore tests are optional and not covered by Silver Support Plans.
Full-Server restore tests are included and covered by Gold Support Plans.

Cyber-Security Insurance Review

As a part of SIRKit’s Proactive Process, your vCIO will analyze and review your cyber-security insurance policy to ensure it provides appropriate coverage for your business. Without appropriate coverage, you can incur considerable costs recovering from a security incident.
Time required to review your cyber-insurance policy is covered by all Support Plans.

Onboarding IT Assessment/Audit

The Proactive Process (E.N.A.B.L.E.) focuses on protecting the business, advancing your systems, finding inefficiencies, reducing support calls, and maintaining a long-term multi-year technology plan. The process begins during onboarding with a mandatory IT assessment. It helps us learn the environment, build documentation, train SIRKit’s internal teams, and proactively build a long-term project roadmap based on the severity of the risk.

The upfront assessment involves hundreds of checks performed by experienced professionals. The process aligns with a formal audit. It is extensive, thorough, and follows best-practices from the NIST and CIS cyber-security frameworks (which are becoming requirements for vendors, insurance companies, and auditors).

The onboarding IT assessment/audit cost is included in Support Plans.

Hybrid IT Licensing Bundle

The Hybrid IT Licensing bundle is designed to empower your in-house technical team. SIRKit regularly uses and invests in these systems, ensuring they are up-to-date with the latest features and security standards. Your team benefits from cutting-edge IT tools without the burden of management overhead or associated costs.

The bundle provides access to four essential systems, each used to manage and facilitate different facets of IT management. You can choose from any combination of these tools for a per-user monthly fee.

RMM Platform: SIRKit’s Remote Monitoring and Management (RMM) platform offers comprehensive tools for supervising and managing your IT infrastructure. It features real-time monitoring, automated maintenance, proactive troubleshooting and remote support capabilities, ensuring your systems and team perform reliably and efficiently.

Documentation System: This centralized repository is ideal for storing, managing, and accessing all essential IT documentation. From network configurations to standard operating procedures, it facilitates effective knowledge sharing and operational efficiency between your team and SIRKit.
Password Manager for Infrastructure: SIRKit’s Password Manager for Infrastructure provides a secure environment for managing critical access credentials. With features like encrypted storage, role-based access, MFA and audit trails, it ensures that your sensitive passwords are both protected and easily accessible to authorized personnel.

Ticketing System: Enhance your IT support process with SIRKit’s advanced ticketing system. This system is designed for backend efficiency, focusing on the management of IT issues. It ensures effective tracking, prioritization, impact and resolution of IT-related inquiries, thereby improving service quality and response times.

By using these platforms, your technicians will share these tools with SIRKit’s experienced technicians to consolidate technical information and support the same team. Sharing the same enterprise systems allows for seamless escalations, workflows and access to a wealth of experience, ensuring that complex issues are resolved efficiently.

Note: Certain security standards and procedures must be used in order to use these systems.

Helpdesk time is not covered by Silver Support Plans (charged per hour or fee).
Helpdesk time is covered by Gold Support plans.

Client/Server Software Updates (Exchange, Sage 50, Quickbooks, etc.)

Time required to apply updates to Windows-based client-server software that is already installed and configured in your Network is covered by Gold Support Plans as long as:

  • The software does not require more than 6-hours per year to apply updates
  • The update is not a major version (i.e. Exchange 2019 CU6 to Exchange 2019 CU7 is minor | SQL 2019 to 2022 is major)
  • The software is non-infrastructure (i.e. Line of business applications)
  • The software does not require security or any systems to be degraded to operate
  • The software vendor offers a version that is compatible with your current systems and your current systems are not End-of-Life
  • The software is under a support/maintenance contract between you and the vendor
  • The software is appropriately licensed
  • The software vendor offers an automated process to update endpoints (cannot be manual)

If the software is not already installed and configured in your Network, the initial deployment is considered a Special Project and, therefore, separately billable. SIRKit charges to consult and set it up for the first time. Once the platform is installed and working, the conditions above apply.

IMPORTANT: SIRKit does not actively track the latest versions of your unique line-of-business client/server software, unless otherwise stated, you must let SIRKit know when updates are released and when you desire to have them applied.

QuickBooks/Sage Exception: In regard to major updates, SIRKit does make exceptions for QuickBooks and Sage 50 specifically. Major updates of QuickBooks and Sage 50 are covered by the Gold Support Plan. At SIRKit's discretion, SIRKit may include other major updates.

Supported Equipment

Anything connected to a Network managed by SIRKit will likely be discovered by SIRKit’s network scanning systems and automatically added to your Support Plan.

If you have subscribed to a Silver Support Plan, you may remove certain types of devices from your Support Plan during the Service Period, up to a maximum of 20% of the total number of devices that are subject to your Support Plan for each year of such Service Period. If you desire to remove more than 20% of such devices, you will need the written consent of SIRKit (which consent may be withheld by SIRKit in its sole discretion).

If your business is subscribed to a Gold Support Plan, anything connected to your Network or in your Services Environment is required to be protected by the Support Plan, managed by SIRKit and adhere to the Support Plan’s requirements. Additionally, infrastructure devices that do not provide a UI (user interface) and/or are not accessible over the network will also be added to the Gold Support Plan, at the same per-device rate as their fully managed versions, if SIRKit is responsible for supporting them (i.e. unmanaged switch, basic ISP firewall, headless wireless AP, USB-only UPS, etc.).

To eliminate a device from invoicing the device must be appropriately removed from all systems otherwise if you reconnect it, SIRKit's systems may detect and automatically re-add it to your Support Plan. You are required to notify SIRKit's support team if you have decommissioned a device or an Uncommon Asset and wish to have it permanently removed. Windows PCs or Apple Computers that do not report back to the SIRKit Services Environment for over 60 days will be automatically removed from your Support Plan.

Required Opt-Out of Important Changes

If SIRKit reasonably determines that an important change is required to be made to your Support Plan, your Services Environment, or the SIRKit Services Environment in order to protect your business (each called the “Required Change”), then, notwithstanding any other provision of these Service Specifications or the rest of the Agreement, SIRKit will send you written notice of the Required Change, which notice will: (i) explain the Required Change and why it is important, (ii) set out the one-time Special Project Fee, if any, for the Required Change (the “Required Change Fee”), the change in fees to your Support Plan, if any, as a result of the Required Change (the amended fee called the “Amended Ongoing Fees”), or confirm that no fee is payable in respect of the Required Change, (iii) state the date the Required Change will be deployed or come into effect (the “Required Change Start Date”), and (iv) include a URL or document for acceptance of a release of SIRKit for all losses and damages you may suffer or incur as result of you opting-out of the Required Change (the “Opt-out Notice & Release”) or the form or Opt-out Notice & Release for you to sign and return to SIRKit.

If you do not sign and return the Opt-out Notice & Release to the SIRKit prior to the Required Change Start Date, or if you do not accept the Opt-out Notice & Release prior to the Required Change Start Date, you will be deemed to have accepted the Required Change and you agree to pay SIRKit the Required Change Fee (if any) or the Amended Ongoing Fees (if any) when due.

On-Demand IT Services

Effective January 1, 2024, SIRKit no longer offers on-demand Helpdesk services and on-demand project services will be approved at Our sole discretion. Hourly rates for each project will be displayed on your Quote.

For clarity, if your business purchases SIRKit360® Cloud Services or Managed IT Services from SIRKit, and you require project or Helpdesk services, we will continue to support your team according to your Agreement.

Paramountcy

If there is any inconsistency or conflict between the terms of these Service Specifications and the rest of the Agreement, the rest of the Agreement shall govern and be paramount in respect of any such inconsistency or conflict.