Promises (For All Managed Services Packages)

Information Privacy

We are committed to adhering to our clients' preferences regarding the confidentiality of their protected business information. In alignment with this commitment, we maintain the confidentiality of client information with the same care as we do our own confidential information. We do not disclose to third parties except when forcibly compelled by law.

Make Things Right When We Fall Short

In the event our services do not meet agreed requirements, we will promptly address and resolve the issue to ensure compliance and client satisfaction.

Meet Service Level Expectations

We expect our staff to meet the highest standards of service and we strive to meet our Service Level Expectations by forecasting realistic work expectations regarding the time work items are likely to take for any given situation.

Full Satisfaction Guarantee

Should you find any aspect of our services unsatisfactory, we're committed to prompt corrective measures to address your concerns within the scope of our agreement and service expectations.

Promises (For FrogCare Pro Package Only)

Try Us Before You Commit

NEW CLIENTS ONLY: Regardless of Addendum duration, the first three month period will function on a month-to-month basis. During this initial period, a 60-day notice can terminate services. After this initial term, the agreed contract length will commence.

On-Site On-Time Guarantee

Our clients' time is too valuable to put up with being stood up. We commit to timely arrival for scheduled on-site services. In the event of a delay, we guarantee to provide at least 30 minutes' notice before the scheduled appointment time.

Support

Email Support For Quick Items

For All Support Packages

For support requests received through emailing our support desk or our support request form, we provide email support for quick items. If your request can be solved within 15 minutes solely via email, it is not considered billable.

Remote Support

FrogCare Basic

We offer remote support for all covered computers, servers, and mobile devices enrolled in our management console between the hours of Monday to Friday from 9am to 5pm Eastern Time, excluding holidays. All remote support time is billed at $150 per hour in 15-minute increments.

Our holiday schedule can be found at https://www.wildfrog.net/holidays

FrogCare Plus and FrogCare Pro

We offer remote support for all covered computers, servers, and mobile devices enrolled in our management console between the hours of Monday to Friday from 9am to 5pm Eastern Time, excluding holidays.

Our holiday schedule can be found at https://www.wildfrog.net/holidays

On-Site Support

FrogCare Basic and Plus

We offer on-site support at the client's premises for all computers, servers, and mobile devices enrolled in our management console between the hours of Monday to Friday from 9am to 5pm Eastern Time, excluding holidays. The determination of need for on-site services rests solely with Wild Frog. On-site support is billed at a rate of $150 per hour, with a 1-hour minimum. Should the client's location fall outside a 25-mile radius from the center of Columbus, Ohio, our trip charge policy would apply.

Our trip charge policy can be found at https://www.wildfrog.net/trip-charge-policy

Our holiday schedule can be found at https://www.wildfrog.net/holidays

FrogCare Pro

We offer on-site support at the client's premises for all computers, servers, and mobile devices enrolled in our management console between the hours of Monday to Friday from 9am to 5pm Eastern Time, excluding holidays. The determination of need for on-site services rests solely with Wild Frog. Should the client's location fall outside a 25-mile radius from the center of Columbus, Ohio, our trip charge policy would apply.

Our trip charge policy can be found at https://www.wildfrog.net/trip-charge-policy

Our holiday schedule can be found at https://www.wildfrog.net/holidays

After Hours & Weekend Support

FrogCare Basic

After hours and weekend support is not part of your managed support addendum, but is offered at a rate of $70 per 15 minutes for remote support and $280 per hour - with a 4 hour minimum - for on-site support. For on-site support, should the client's location fall outside a 25-mile radius from the center of Columbus, Ohio, our trip charge policy would apply.

Our trip charge policy can be found at https://www.wildfrog.net/trip-charge-policy

After hours is considered to be any time outside of our defined business hours of Monday to Friday from 9am to 5pm, except designated holidays.

Our holiday schedule can be found at https://www.wildfrog.net/holidays

FrogCare Plus and FrogCare Pro

After hours and weekend support is not part of your managed support addendum, but is offered at a rate of $50 per 15 minutes for remote support and $200 per hour - with a 2 hour minimum - for on-site support. For on-site support, should the client's location fall outside a 25-mile radius from the center of Columbus, Ohio, our trip charge policy would apply.

Our trip charge policy can be found at https://www.wildfrog.net/trip-charge-policy

After hours is considered to be any time outside of our defined business hours of Monday to Friday from 9am to 5pm, except designated holidays.

Our holiday schedule can be found at https://www.wildfrog.net/holidays

Holiday Support

FrogCare Basic

Holiday support is not part of your managed support addendum, but is offered at a rate of $100 per 15 minutes for remote support with a two hour minimum and on-site support at a rate of $375 per hour with a 6 hour minimum. For on-site support, should the client's location fall outside a 25-mile radius from the center of Columbus, Ohio, our trip charge policy would apply.

Our trip charge policy can be found at https://www.wildfrog.net/trip-charge-policy

Our holiday schedule can be found at https://www.wildfrog.net/holidays

FrogCare Plus and FrogCare Pro

Holiday support is not part of your managed support addendum, but is offered at a rate of $100 per 15 minutes for remote support with a one hour minimum and on-site support at a rate of $375 per hour with a 4 hour minimum. For on-site support, should the client's location fall outside a 25-mile radius from the center of Columbus, Ohio, our trip charge policy would apply.

Our trip charge policy can be found at https://www.wildfrog.net/trip-charge-policy

Our holiday schedule can be found at https://www.wildfrog.net/holidays

Emergency Response Time - Remote

FrogCare Basic

Emergency remote response time is 2 hours or less from the time the issue is reported via the support phone number. An emergency is defined as the whole company or department not being able to function due to production system outage. All emergency support requests must be initiated by calling our support phone number at 614-300-5700.

FrogCare Plus and FrogCare Pro

Emergency remote response time is 1 hour or less from the time the issue is reported via the support phone number. An emergency is defined as the whole company or department not being able to function due to production system outage. All emergency support requests must be initiated by calling our support phone number at 614-300-5700.

Emergency Response Time - On-Site

FrogCare Basic

Emergency on-site response time is As Available from the time the issue is determined to require on-site support. Our goal is same business day. An emergency is defined as the whole company or department not being able to function due to production system outage. All emergency support requests must be initiated by calling our support phone number at 614-300-5700.

FrogCare Plus and FrogCare Pro

Emergency on-site response time is As Available from the time the issue is determined to require on-site support. Our guarantee is no later than next business day for FrogCare Plus and the same calendar day for FrogCare Pro. An emergency is defined as the whole company or department not being able to function due to production system outage. All emergency support requests must be initiated by calling our support phone number at 614-300-5700.

How We Define What's An Emergency

Data Breach Or Security Incident:

An event that actually or possibly jeopardizes the confidentiality, integrity, or availability of an information system or the information the system processes, stores, or transmits or that constitutes a violation or imminent threat of violation of security policies, security procedures, or acceptable use policies.

Major Software Failure:

When a core application or software system used by the client experiences a critical failure, rendering it inoperable and affecting business processes.

Network Infrastructure Failure:

When a significant disruption or failure in the client's network infrastructure, leading to loss of connectivity, inability to access resources, or communication breakdown.

Loss Of Business-Critical Services:

If services or processes that are crucial for the client's daily operations, such as email, file sharing, or customer support systems become unavailable for the whole organization.

Hardware Failure:

A critical hardware component failure (e.g. server, storage device) that impacts the organization's ability to function properly.

Data Loss:

If the client experiences significant data loss due to hardware failure or software corruption, resulting in potential loss of revenue, compliance violations, or reputational damage.

Severe Performance Degradation:

When the client's systems or applications experience severe slowdowns or performance issues that hinder their ability to deliver services effectively.

Cybersecurity Event

All FrogCare Packages

A Cybersecurity Event is described as evidence of a security breach, unauthorized access, or any form of cyber-attack that compromises sensitive data, systems, or networks by a third-party actor, whereas the client's or client employee's negligence allowed the compromise. Should this determination be in conflict, Wild Frog's data logs will take precedence. We will collect a $5,000 retainer and bill at a rate of $500 per hour per cybersecurity engineer working on the issue. Once the initial retainer is met, we will bill for another $5,000 in continuance until the problem is resolved.

Small Projects

For All Support Packages

If Wild Frog determines a support request/ticket is a separate Project (as described in Client's Addendum) Wild Frog will obtain the Client's approval before moving forward As a guide, we follow a "Three 5's rule" when determining what is or is not a project. If it is expected to take more than five (5) hours or includes more than five (5) steps or affects more than five (5) users, it ls a Project. The "Three 5's rule" excludes onboarding and structured cabling. All onboarding fees are due before work can commence.

FrogCare Pro

Wild Frog will include two (2) new computer setups per month at no additional charge for FrogCare Pro managed services clients. These are per month and if unused, cannot be rolled over to future months.

Core Account Management (For All Managed Services Packages)

Weekly Cybersecurity & Tech Tips

Every Tuesday morning we send out a timely cybersecurity & tech tip email to all our friends and clients because we believe education is the best way to stay one step ahead of bad guys.

Ticketing & Invoice Portal

We provide a convenient and easy to use portal for the primary contact to check ticket history for the organization as well as view invoice history.

Monthly Newsletter

Every month, we send out a newsletter to share the latest in tech and business and any information you need to know about Wild Frog.

Online Documentation Portal

We strongly believe that IT should not be the only keeper of a client's documentation. To that end, we provide a convenient online portal to view your documentation and settings.

Strategic Business Reviews

Once a year (for FrogCare Basic) or once a quarter (FrogCare Plus and Pro), we schedule a strategic business review. This is not a tech fest! We collaborate with a client's key personnel to develop and refine your IT strategy and ensure your technology continues to support your organization's goals.

Computer/Server Management (For All Managed Services Packages)

Endpoint Detection & Response

Next-generation antivirus that uses AI and machine learning to detect and prevent malware.

Mobile Device Management

Using Apple’s secure frameworks, we enroll covered Macs, iPads, and iPhones to apply security settings and other standard industry practices.

MDR/SOC

A team of cyber security experts actively identifying and remediating security threats. They process huge amounts of security and behavioral data to identify suspicious patterns. This team of "threat hunters" is proactively looking for signs of compromise and collaborate with us to review any findings.

24/7/365 Proactive Monitoring & Alerting

We provide 34/7/365 monitoring and alerting for all supported devices under this Addendum.

Patch Management

We identify, approve, and deploy necessary security patches for operating systems and selected applications. These are scheduled at times to minimize user interruption.

Scheduled Preventative Maintenance

All devices supported under this addendum receive scheduled maintenance.

Computer/Server File Backup

We provide file-level backup of user documents on all computers supported under this addendum with a retention policy of 30 days.

Service Auto-Healing

In many cases, our monitoring software can not only trigger an alert, but can initiate a resolution using automation.

Computer/Server Management (For FrogCare Plus and FrogCare Pro)

Automated Software Deployment

In most cases, we can deploy managed software automatically on devices managed under this addendum.

Computer/Server Management (For FrogCare Pro Only)

Provision Computer

* Labor only. Hardware & Software are additional

Wild Frog will configure managed computers to match the clients approved baseline for new hires. These devices will be required to meet Wild Frog's minimum standards for management (i.e. hardware, system specifications, current operating system, etc). We provide up to 2 computer setups per month at no charge. Additional computer setups are billed at a flat rate of $250 per new computer setup.

User Management (For All Managed Services Packages)

Ongoing Security Awareness Training

Wild Frog provides ongoing security awareness training. Each month a new cybersecurity training course is delivered to users via email. We also send out a monthly report to the key point of contact, so they can monitor performance of training.

Phishing Simulation Testing

Wild Frog provides phishing simulation testing where the lessons of the security training are put to the test. ANYONE can fall for a phishing message. So these should be treated as educational exercises so your team is ready for the real thing.

Allow/Block Listing in Microsoft 365 or Google Spam Filter

At a client's direction, Wild Frog can make adjustments to the client's spam filter to allow or block messages based on defined criteria.

Microsoft 3365 or Google Workspace Administrative Management

At client's direction, Wild Frog can perform administrative management of client's Microsoft or Google environment. Tasks can include, but aren't limited to. . .adding or removing users, setting up distribution lists, assigning licenses, configuring aliases or distribution lists, and setting security baselines.

User Management (For FrogCare Plus and FrogCare Pro)

Microsoft 365/Google Workspace Suspected Attacks Monitoring

Managed Microsoft 365 or Google Workspace accounts will be monitored for suspected threat behaviors.

User Management (For FrogCare Pro Only)

Password Management

A password manager is a tool used to centralize the storage of a person's passwords and protect them with encryption. This increases security by promoting good password habits.

Microsoft 365 or Google Workspace Backup

Provides industry leading 256-bit encryption at rest and 128-bit in transit. Provides multiple snapshots at regular intervals throughout the day. This ensures that the backups keep up with your demands and provide you with peace of mind.

Site Management (All Packages)

Vendor Management & Coordination

We serve as a liaison with your technology vendors so you can keep working while we work on resolving problems on your behalf.

VoIP Administrative Management

At client's direction Wild Frog will provide administrative management for client's VoIP phone system. This includes tasks such as adding/removing users and extensions, changes to the dial plan, etc. Wild Frog officially supports VoIP systems from GoTo and Zoom. Support for all other VoIP systems is strictly on a best-effort basis.

Network Management

Wild Frog provides network management for all office infrastructure. Any end-of-life/end-of-support products will be strictly on a best-effort basis.

iPhone/iPad Management (Client-Issued Devices Only)

Mobile Device Management

Mobile Device Management (MDM) utilizes Apple's secure frameworks for the management of iPhones and iPads. These frameworks allow us to deploy security settings and restrictions, lock or wipe lost devices, and, by leveraging Apple Business Manager, deploy any App Store apps you need.

Apple Business Manager Administration

At client's request, Wild Frog can administer client's Apple Business Manager environment. This allows connection to mobile device management to ensure supervised devices can receive all MDM capabilities as well as facilitating zero-touch deployments.

Support & Fix Company-Owned iPhone/iPad Issues

We provide remote support for company-owned iPads or iPhones that are managed under this addendum. Wild Frog does not repair damaged or malfunctioning iPhones or iPads.

Additional Notes

All information listed above is enforced unless otherwise stipulated in the Managed Services Addendum.

Anything not specifically mentioned above is excluded.