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Terms and Conditions
The service terms for CCS, Inc. managed IT agreements: response times, what’s covered and what we each agree to. They work alongside the Master Service Agreement.
Terms
Overview
We love simplicity, so in short:
You The owner or a key decision-maker of your business (“You”, “Yourself” or “Your”), engaging Us to provide the services outlined in this Agreement for the pricing outlined in our initial Proposal.
Us CCS, Inc. of 1760 Wabash Ave, PO Box #9618, Springfield, IL 62704 (“We”, “Us” or “Our”).
You:You have the authority to enter into this Agreement on behalf of Your business and will do everything you can to allow Us to provide our services to You.
Us:We have the experience and ability to do everything We’ve agreed with You, and We’ll do it all in a professional and timely manner. We’ll endeavor to provide support to You, and on top of that We’ll maintain the confidentiality of everything We come across.
Our Master Service Agreement
By signing this Agreement, you also agree to CCS, Inc.’s Master Service Agreement and agree and acknowledge that it is hereby incorporated by reference as if set forth herein.
Terms defined in the Master Service Agreement have the same meaning in this Agreement. If any term in this Agreement conflicts with the Master Service Agreement, the Master Service Agreement governs.
Commitment Term
The minimum term for which You have agreed to use Our Services (the “Commitment Term”) is set out in Our Proposal or, if no term is set out, is 730 days (24 months). The Commitment Term begins on the first day of the month following the date You accept Our Proposal.
At the end of the Commitment Term, this Agreement automatically renews for a Renewal Term of equal length, as set out in Section 4(h) of the Master Service Agreement. Either party may elect not to renew by giving the other written notice of non-renewal at least ninety (90) days before the end of the then-current term.
A minimum 5% increase to the base cost of the agreement is automatically assessed at the start of each Renewal Term and will continue to be charged for the length of that term.
Termination
You may terminate this Agreement as set out in Section 4 of the Master Service Agreement, including without penalty during the first ninety (90) days (Section 4(d)), and for Our uncured default, material breach, or business cessation (Sections 4(a) through 4(c)).
If You terminate this Agreement for any other reason before the end of the current Commitment Term or Renewal Term, You agree to pay Us the current Monthly Fees multiplied by the number of months left in that term, within 14 days of giving Us written notice of termination, as provided in Section 4(g) of the Master Service Agreement.
Should there be any pricing adjustments made to this Agreement during a term, the Monthly Fees used to calculate any termination payment will be based on the later of the original Proposal or any updated pricing adjustments made in writing from Us to You.
All termination requests must be made in writing to:
CCS, Inc.
1760 Wabash Ave
PO Box #9618
Springfield, IL 62704
Our Responsibilities
Our Response Time Guarantee
We agree to respond to your Service Requests within the maximum time frames set out in Appendix A.
If the response time to an incident exceeds the times set out in Appendix A, and provided that you reported the incident to Us via the methods set out in Appendix A of Our Master Service Agreement, You may make a claim for credit within 7 days of the incident in writing to:
Attn. CCS, Inc.
1760 Wabash Ave
PO Box #9618
Springfield, IL 62704
If We agree Your claim is valid, You will be credited 5% of the monthly Agreement amount (this does not include any additional charges incurred in that month) for the month of the incident, to a maximum of 15% per month.
If the support request is lodged outside Our Business Hours, Our Response Time Guarantee does not apply. We will still work on your Service Request as fast as possible; however, it will be on a best-effort basis.
Response Times are calculated as per the definition outlined in Appendix E.
Response Times are guaranteed maximum times to respond to a Service Request.
Please see Appendix B for a list of the types of Service Requests that our Response Time Guarantee does not apply to.
Service Request Priorities
We classify Service Request priorities as shown in Appendix A.
These priorities tie directly in with Our Response Time Guarantee to provide you with information about how quickly We will respond to Your issues.
If you require a Service Request that would normally be classed as a High, Medium, or Low priority to be escalated and remediated as a Critical priority, You can request an “Emergency Upgrade.” Please see our Rate Schedule for more information on Emergency Upgrades.
As we know, not everything in life fits into a box, so the final decision on classifying the priority of an issue will be made by Our responding technician.
What’s Covered
As part of this Agreement, We endeavor to include all of the day-to-day IT support items that are typically required to run a typical Business Technology Baseline Infrastructure. You will be allocated a set number of “prepaid hours” every month that will be credited toward the items covered in Appendix C. Once the prepaid hours are consumed, You will be billed at Our standard hourly rate until the hours reset the following month.
You can see a list of all of the items we will cover under this Agreement in Appendix C.
It’s important to note that anything not included in Appendix C is explicitly excluded from Your Agreement and will be billed at our normal rates as found on our Rate Schedule.
From time to time, we may provide support for items not explicitly included in Appendix C without charge; however, we will do this at our sole discretion.
Scheduled Site Visits
As part of this Agreement, We will perform Onsite Visits as indicated in the Proposal.
The length of these visits is determined by your monthly plan allotment, and they will be attended by one of our Team.
Onsite Visits are only covered for companies whose primary office is within 50 miles of the nearest CCS, Inc. office. Companies outside of this range can request Onsite Visits at their own expense.
During these visits, we will perform a physical inspection and clean, if necessary, of all of your networking and server infrastructure at your main site.
If requested by You, We will send your Primary IT Contact a reminder email 7 Business Days before every Onsite Visit so You and Your team can have any requests recorded.
We will select the recurring day and time with You during the onboarding process; otherwise, we will use our existing schedule.
You agree to give us at least 5 Business Days’ notice if you need to reschedule or amend an upcoming visit. If You don’t give us at least 5 Business Days’ notice, that monthly or quarterly site visit allowance will still be counted as used.
Business Technology Reviews
Depending on your chosen plan, you may receive Business Technology Reviews. How often they happen is set by your plan. Think of each session as a meeting with your Virtual IT Manager.
In this session, We run through items such as, but not limited to, the following:
- Metrics Since Your Last Review
- Your Plans for the Months Ahead
- Refresh Cycle Update / Minimum Standards
- Technology Budget Update
- Technology Update
- Anything else you need to raise or discuss related to your IT
You agree to allocate 2 hours to each of these sessions to ensure that We can provide Our service to You at the world-class levels that We strive for.
You agree to give us at least 5 Business Days’ notice if you need to reschedule or amend an upcoming Business Technology Review. If You don’t give us at least 5 Business Days’ notice, that review will still be counted as used.
If you are unsure if this benefit is included in your current plan, or you would like to add this benefit, please contact Us.
Your Responsibilities
Minimum Standards
- There are some hardware and software requirements that You need to have in place in order for Us to meet Our service obligations, which can be requested from CCS, Inc. We will update this list from time to time as certain technologies age and other technologies are released and tested by us.
- If You do not have all of these Minimum Standards in place before Your Agreement start date, We will work with You on a plan to bring Your network up to our Minimum Standards.
- We understand that this may take some time depending on timing and budgets, so we will do our best to support any items that do not currently meet Our Minimum Standards.
- However, if an item requiring support does not meet our Minimum Standards, it will be at our sole discretion whether we charge You for any time incurred for supporting that item.
Approved Business Software
The list in Appendix D shows all of the approved software that can be installed on any of the computers or devices covered by this Agreement.
This doesn’t mean that other software can’t be installed. It simply means that if other software is installed, it’s up to Our discretion whether We cover any Service Requests related to that software under the scope of this Agreement.
If We deem any Service Requests to be out of the scope of this Agreement, We will ask for Your approval before performing any work.
This list may change over the time we work together under this Agreement. We will email any updates to this list to Your Primary IT Contact.
Payments
Setup fees are due at time of signing and are non-refundable. Monthly Fees are invoiced on the 1st of each month for the length of the Commitment Term and any Renewal Term, and are due within the terms stated on the invoice. Payment may be made by any method accepted under Section 29(a) of the Master Service Agreement: cash, check, credit card or direct deposit.
Renewal and non-renewal are governed by the Commitment Term section above.
Lodging of Service Requests
The process for lodging Service Requests is outlined in Appendix A of Our Master Service Agreement.
Critical and High Priority Service Requests must be lodged via phone only; otherwise, Our Response Time Guarantee will only be applicable at Our Medium priority level for these.
It’s important that You and Your team follow this process to ensure You are guaranteed to receive support at the levels We have promised.
You agree to make sure Your team is aware of any restrictions You have in place regarding who is authorized to lodge Service Requests, as all requests received by Us will be chargeable and/or allocated against this Agreement.
Access Requirements
You agree to allow Us full and free access to Your computers, associated equipment, Your premises, and Your team for the purposes of providing the Services in this Agreement.
If there is anything that interferes with our access, We may, in Our absolute discretion, charge You for any extra time incurred.
Primary IT Contacts
You agree to nominate from Your team a Primary IT Contact and a Secondary IT Contact (who We will treat as the Primary IT Contact should the current Primary IT Contact not be available).
When Critical and High Priority issues are happening, Your team is to channel all communication through these people during business hours.
This allows Our team to work most effectively in restoring Your services as fast as possible, instead of fielding calls from multiple sources about the same problem.
The Primary IT Contact is to inform all staff at these times, to ensure fast resolutions.
The role of the Primary IT Contact is also to assist Our team as the eyes and hands onsite, to allow them to remotely diagnose and solve issues in the fastest possible manner.
You will be asked to provide the details of your nominated Primary and Secondary IT Contacts during your onboarding process, and You agree to update Us if and when these contacts change during the Term of this Agreement.
Third-Party Authorizations
In order to be able to assist You quickly in times of need, You need to make sure We are authorized to work with all of Your external vendors that We may need to work with to provide you Our Service. This includes, but is not limited to, Your Internet Service Provider, Your Web and Domain Hosting Provider and Your Telephony Provider.
During your onboarding process, We will run through with You all the vendors You will need to give authorization to.
If We are not authorized for a particular vendor, We may, in Our absolute discretion, charge You extra for any time it takes Us to obtain authorization to deal with that vendor on Your behalf when needed.
If You start working with any new vendors that We will need to interact with after We start work on this Agreement, You agree to make sure that We are authorized to act on Your behalf on commencement of Your relationship with the new vendor.
Appendix A
Guaranteed Response Times and Priority Levels
The following table shows the guaranteed response times for each priority level and provides priority level examples.
| Priority | Examples | Guaranteed Response Times (Business Hours) | Target Response Times (Business Hours) |
|---|---|---|---|
| Critical | • Your main server is offline, and all users are unable to work. • One of your network switches has failed and stopped half the users from working. • A VPN link between 2 offices is offline, causing one office to be unable to work. | 8 Hours | 30 Minutes |
| High | • Your internet connection is offline; users can still work locally. • Your CEO’s computer has stopped working and they have an urgent task. • Your main accounting software has stopped working and is unavailable. | 12 Hours | 2 Hours |
| Medium | • A user’s computer is making a strange noise. • One of the main printers is not working, but users can print to another one. • A user is having problems connecting to the wireless network. | 48 Hours | 8 Hours |
| Low | • Printing is slower than normal. • A single user is unable to scan documents. • A user needs a program installed on their computer or laptop. | 72 Hours | 24 Hours |
| No Pre-Set Priority | • Proactive maintenance of systems, including software updates • New user setup and configuration • New computer or laptop installation and configuration | Rolling Basis | 72 Hours |
Appendix B
Response Time Guarantee Exclusion List
The Response Time Guarantee does not apply to:
- Additions, moves or changes to users, devices, configurations, or network
- Issues lodged in any other manner than specified in this Agreement and our Master Service Agreement
- Issues lodged outside Our Business Hours
- Items caused by hardware or software not meeting our Minimum Standards
- Service Requests related to software not on our Approved Software List (see Appendix D)
- Service Requests for issues that have been caused by You not acting on advice or recommendations given by Us
- Service Requests for issues caused by You or third parties modifying any hardware or software configuration
- Service Requests for issues related to user-initiated virus and malware infections
- Service Requests for issues involving the sourcing of hardware/software
- Service Requests for hardware and software issues of items that are not under current warranty or maintenance coverage
Appendix C
Agreement Inclusion List
This list varies based on your chosen plan. Please refer to the external “Agreement Inclusion List(s)” given to you with this packet.
Appendix D
Approved Software List
- Microsoft Software – Microsoft Office Suite, Microsoft 365, Entra ID, SharePoint, OneDrive, etc.
- Google – Chrome, Google Workspace, Google Drive, etc.
- Adobe Applications – Reader, Acrobat, Creative Cloud
- QuickBooks – Desktop, Online
- A full list of supported software can be found on our website: completecomputer.solutions/rtp
Appendix E
Definitions and Interpretations
Terms defined in the Master Service Agreement, including “Business Hours,” “Commitment Term,” “Monthly Fees,” “Rate Schedule,” “Renewal Term,” “Service Request,” “Services” and “Software,” have the same meanings in this Agreement. In addition:
“Agreement” means any arrangement between Us and You (whether alone or in conjunction with any other person) for Services and/or the provision of Goods provided by Us under an arrangement in connection with Work agreed to be done or progressed for or on behalf of You or any other person at Your request, including as set out in this Agreement and any corresponding Proposal;
“Proposal” means a Quote or Proposal provided to You by Us;
“Recommended Technology Platform” is the list of software and hardware updated by Us from time to time; and
“Response Time” is measured as the difference between the time We are first notified of a new Service Request as per the process outlined in Appendix A of our Master Service Agreement and the time that We start providing Service on the Service Request. We do not count any triage, scheduling or dispatch work when calculating Response Times.
Agreement Inclusion List
| Description | Rate |
|---|---|
| Setup New Profiles on Desktops and Laptops | Included |
| Add / Edit / Delete User Accounts / Wipe Retired or Repurposed Computers | Included |
| Forgotten Password Resets | Included |
| Archive Old User Accounts (Backup Email & Files) | Included |
| Setup & Maintain Security Groups | Included |
| Setup & Maintain Network Drives | Included |
| Restore Files from Backups(1) | Included |
| Troubleshoot Operating System Not Working | Included |
| Troubleshoot Microsoft Office Not Working | Included |
| Troubleshoot Anti-Virus Not Working(1) | Included |
| Reboot Servers for Updates | Included – Custom Schedule |
| Troubleshoot Hardware Issues(3) | Included |
| Hard Drive Clean-up (Remove Temp & Unnecessary Files) | Included |
| Warranty Claim Processing(3) | Included |
| Microsoft Patch Management (Service Packs & Updates) | Included |
| Update Approved 3rd Party Applications | Included |
| Monitor all Critical Server and Computer Services and Fix | Included |
| Monitor Anti-Virus Running & Protection Enabled | Included |
| Monitor Anti-Virus Definitions Updating Correctly | Included |
| Monitor Anti-Malware Running & Protection Enabled | Included |
| Monitor Anti-Malware Definitions Updating Correctly | Included |
| Monitor Hard Disk Health + Space & Defrag if Necessary | Included |
| Monitor High CPU Usage | Included |
| Roll out our Best Practice Security Policies | Included |
| Monitor Server and Computer Backups(1) | Included |
| Troubleshoot Server and Computer Backup Failures(1) | Included |
| Manual Test Restore & Report of All Approved Backups(1) | Included |
| Clear & Reset Printer Queues | Included |
| Troubleshoot Printer Issues | Included |
| Add / Edit / Delete Printer Mapping Group Policies | Included |
| Add / Edit / Delete Printer Drivers for Existing Printers | Included |
| Troubleshoot Internet Service Provider Issues & Outages | Included |
| Troubleshoot Network Switch Issues | Included |
| Troubleshoot Wi-Fi Access Point Issues | Included |
| Update Wi-Fi SSID / Keys | Included |
| Troubleshoot Router Issues | Included |
| Troubleshoot Firewall Issues | Included |
| DNS | |
| Add / Edit / Delete MX Records | Not Included |
| Add / Edit / Delete TXT Records | Not Included |
| Add / Edit / Delete PTR Records | Not Included |
| Add / Edit / Delete CNAME Records | Not Included |
| Add / Edit / Delete A Records | Not Included |
| Microsoft 365 / Google Workspace(2) | |
| Add / Edit / Delete User Accounts | Included |
| Add / Edit / Delete User and Security Groups | Included |
| Add / Edit / Delete Shared Mailboxes | Included |
| Add / Edit / Delete Distribution Groups | Included |
| Forgotten Password Resets | Included |
| Archive Old User Accounts (Backup Email & OneDrive) | Included |
| Restore Files from Backups(1) | Included |
| Working with Vendors | |
| Contact Internet Service Provider to Change/Modify Plan | Included |
| Contact Internet Service Provider Regarding Ongoing Outage | Included |
| Contact Another Vendor to Troubleshoot, Change/Modify Plan | Included |
| Technology Budget Planning and Reporting | |
| Technology Budget Planning | At each Business Technology Review |
| Technology Reporting (Monthly Tickets, Outstanding Requests, etc.) | Full, customized report monthly |
(1) Only applies when using the backup platforms in Our Recommended Technology Platform.
(2) This assumes that You already have the back-end systems and company-wide configurations all set up and configured for this product. If You don’t, We will discuss with You the scope of any potential project and send You a separate Proposal for Your review.
(3) As you can appreciate, it’s hard to build a profitable and sustainable business offering “Unlimited Support” at a reasonable price for items that We didn’t recommend, sell and install. As such, if the hardware We are troubleshooting was not purchased from Us and/or the device is not currently covered by the manufacturer’s warranty, a care pack or a maintenance agreement, it is in Our sole discretion whether We will cover this work under the scope of this Agreement or set it as billable out-of-scope work.
Items listed in the Agreement Inclusion List as “Included” are included in your plan at no additional cost. Items and services not listed, or listed as “Not Included,” may be subject to additional cost and will require authorization from the IT point of contact or a designated IT contact before being performed.
Your plan comes with “unlimited remote support,” subject to the scope of this Agreement. Emergency rates are billed in one (1) hour increments. On-site rates are billed in thirty (30) minute increments. Remote support rates are billed in fifteen (15) minute increments.
Changelog
October 28, 2026
- Formatting Update
Terms and Conditions reformatted to CCS, Inc. brand standards, with the response time and inclusion lists rebuilt as tables. Minor spelling and grammar fixes. - Aligned with the Master Service Agreement
The Master Service Agreement now governs where the two documents conflict (previously these Terms and Conditions overrode it). References to the “General Terms and Conditions” now point to the Master Service Agreement, and terms it defines are no longer defined separately here. - Commitment Term and Renewal
Term length and start date now match Section 3 of the Master Service Agreement. Notice of non-renewal is now 90 days before the end of the term (previously 30 days, with renewal on the first day of the final month). The 5% increase applies at the start of each Renewal Term. - Termination
Now recognizes the Master Service Agreement’s 90-day early exit and termination for Our default, breach or business cessation. Early termination payments use Monthly Fees, replacing the undefined “Agreement Fee” and “Plan Fee.” - Payments
Monthly Fees are invoiced on the 1st of each month and due within the terms on the invoice (previously due on the 1st or 15th). Cash, check, credit card and direct deposit are accepted, matching the Master Service Agreement (previously check or ACH only). - Business Technology Reviews
Renamed from Bi-Yearly/Yearly Business Reviews. Frequency is set by your plan, and Technology Budget Planning happens at each review. - Mailing Address
All notices and credit claims now go to 1760 Wabash Ave, PO Box #9618, Springfield, IL 62704. - Agreement Inclusion List
“Office365 / Google Suite for Business” renamed Microsoft 365 / Google Workspace, and footnote (2) now applies to that section. Removed a reference to a support page that is not linked from these Terms and Conditions.
May 21, 2025
- Posted Terms and Conditions Online
Live copy of current terms and conditions is now visible to clients any time.