Customers sometimes have a need for services that are beyond the scope of the Managed Server services.  Simply put, what is included is everything relating to equipment owned and managed by ONS.  If a problem is located in equipment or services owned or controlled by the customer or a third party, it is not included in the Managed Server services.  This can happen because the problem is not related to configuring, monitoring, updating, repairing and maintaining the server or the server's UPS. In such cases, we may still be able to offer additional services on a time & materials basis. 

If it is unclear that a problem may or may not be caused or influenced by some problem with the server, we will review all available information in our records and verify that all server functions are working properly.  If the server is operating properly, we will inform you of this and provide you with any information we may have so that you can identify and address the problem.  If there is a problem with the server, we will inform you and correct it as soon as possible and notify you when the problem has been corrected.

Examples of tasks that are beyond the scope of Managed Server services are: DSL or telephone system troubleshooting, server relocation, data migration and conversion, disaster recovery, network planning, security analysis, virus recovery, firewall management, PC software configuration and installation.

Before we do any work that would result in additional charges, we will:

• Discuss with the Customer Administrative Contact the rates, fees, and costs that will be charged .  For project work, we will provide you will a good-faith estimate of the total time, materials and cost.  For general consulting on an as-needed basis, customers may pre-purchase a block of hours that can be used at any time (subject to availability).  There are quantity discounts available for pre-paid time purchased in blocks of 10, 25, and 50 hours.
  
• Obtain prior written authorization from the Customer Administrative Contact for any work to be done.  This is normally done by email, or for larger purchases, by fax.