Service Terms
General service terms for enterprise IT infrastructure assessment, remote support, on-site work, changes, deliverables, quotation and risk control.
1. Service scope
The actual service scope is based on the environment, affected systems, business impact, access conditions, required deliverables and the scope confirmed by both parties.
2. Customer responsibilities
The customer should provide accurate environment information, authorized access, suitable maintenance windows, current backups and a responsible contact for decisions and validation.
3. Quotation and scheduling
Pricing and scheduling are confirmed after reviewing complexity, affected scope, risk, on-site requirements, third-party dependencies and deliverables. Additional work outside the confirmed scope is discussed separately.
4. Change and risk control
Production changes require an approved maintenance window, backup or recovery method, rollback plan and validation criteria. Risks and limitations that cannot be removed will be documented before implementation.
5. Deliverables and acceptance
Deliverables may include current-state summaries, configuration notes, topology, change records, test evidence, risk lists, rollback notes and maintenance recommendations. Acceptance is based on the agreed scope and criteria.