Managed Services Membership Terms and Conditions & Scope
Updated: August 25, 2026
Managed Services Membership Terms and Conditions
Effective Date: January 1, 2026
1. Service Requests and Approved Support Channels
To ensure that every member receives consistent, timely, documented, and fair service, all technical support requests must be submitted through an approved service request channel.
The Computer Specialists, LLC currently provides the following approved methods for requesting service:
- Membership Portal
https://natedaniels.net/membership-portal/ - Support Ticketing System
https://tickets.natedaniels.net:4443/ - Support Email
tickets@thecomputerspecialists.com - Membership App
https://members.natedaniels.net/ - Office Telephone
508-828-2914
Members may call the office and leave a voicemail when the call is not answered.
These systems are provided so that service requests can be properly documented, prioritized, scheduled, tracked, and retained as part of the client’s support history.
Unsupported Communication Methods
Personal email addresses, text messages, Facebook messages, LinkedIn messages, social media messages, and other communication methods not specifically listed above are not approved service request channels.
This includes service requests sent to nate@natedaniels.net.
Although The Computer Specialists, LLC may occasionally see or respond to communications received through an unsupported method, these communications are not monitored as part of the support system and should not be relied upon for requesting technical assistance.
A service request submitted through an unsupported communication method is not considered officially received until the request has been submitted through, or transferred into, one of the approved service request channels.
As a result, requests submitted through unsupported communication methods may experience significant delays and may not receive a response at all. The Computer Specialists, LLC is not responsible for delays, missed communications, scheduling consequences, or other issues resulting from a member’s use of an unsupported communication method.
Administrative Processing Fee
Members are responsible for using the approved service request channels provided with their membership.
When a member continues to submit service requests through unsupported communication methods after having been advised of the approved procedures, an $85 administrative processing fee may be assessed for each service request that requires manual retrieval, redirection, documentation, or entry into the support system.
The administrative processing fee is separate from any technical service, emergency service, project, or other charges that may apply to the underlying request.
The purpose of this fee is to account for the additional administrative time required to locate, document, transfer, and properly process requests received outside of the established support system.
The fee applies to the service request itself and is not intended to create multiple administrative charges simply because several messages concerning the same issue were sent through an unsupported communication method.
Emergency Requests
Sending a text message, personal email, Facebook message, LinkedIn message, or other unsupported communication does not constitute submission of an Emergency Service Request.
Emergency requests must be submitted through the approved Emergency Service Request system in accordance with the Emergency Service provisions of this agreement.
Why This Policy Exists
The approved service request procedures are not intended to make obtaining assistance difficult. They exist so that every member receives fair, organized, dependable, and properly documented service.
Following these procedures allows The Computer Specialists, LLC to properly prioritize requests, maintain accurate service records, manage scheduling, and provide outstanding service to all of our valued clients.
2. Business Hours
The Computer Specialists, LLC operates Monday through
Thursday from 9:00 AM to 5:00 PM Eastern Time.
The office is closed on Fridays, Saturdays, and Sundays and Holiday’s and vacation listed in the Membership Portal. During these times we do no monitor for communications or support requests.
Requests submitted outside of normal business hours will be
addressed on the next business day unless approved as an emergency service
request.
3. Standard Services Included in Membership
Managed Services Membership holders are entitled to the
following standard services for covered devices and users:
- Remote
monitoring and management - Basic
cybersecurity protection, including antivirus and endpoint monitoring - Routine
software updates and patch management - Help
desk support during regular business hours - System
health reporting - Discounted
rates for services not included in the standard membership
Each Managed Services Member may request up to one on site
appointment per month, subject to scheduling availability and operational
needs.
At the discretion of The Computer Specialists, LLC, an
additional on site visit may be scheduled for routine maintenance if deemed
necessary.
Additional on site appointments beyond the monthly allotment
may be requested at a rate of $150 per appointment, regardless of time spent on
site.
The Computer Specialists, LLC performs periodic annual
account reviews to ensure systems, security, and services remain appropriate,
effective, and aligned with the client’s business needs.
4. Emergency Service Requests
Same day emergency service is not guaranteed.
If an emergency request is made and can be accommodated
outside of normal scheduling availability, a fee of $550 per emergency request
will apply.
What constitutes an emergency request? Requesting any same day service as urgent or important.
Emergency service requests are subject to technician
availability and approval and do not supersede existing scheduled commitments.
5. Payment Terms and Service Enforcement
Monthly membership payments are due on the 1st day of each
month, regardless of the original sign up date.
A 24 hour grace period is provided from the due date.
If payment is not received within the grace period, services
may be subject to temporary restrictions. These restrictions may include, but
are not limited to, deprioritized monitoring, delayed response times, reduced
filtering or security services, and other technical limitations necessary to
manage operational risk. Such restrictions may significantly impact system
performance, network reliability, and internet speeds.
If payment remains outstanding for five days from the due
date, all services will be terminated.
Upon termination due to non payment, reactivation of
services will require payment of all outstanding balances, new activation fees,
and any applicable onboarding or setup fees at then current rates.
Any and all grandfathered pricing, legacy discounts, or
previously negotiated rates shall be forfeited upon termination for non
payment. Services will only be reactivated at current pricing.
Membership fees are billed automatically unless otherwise
agreed to in writing.
Any additional licenses or services added mid cycle will be
prorated for the current month, with standard billing resuming on the following
1st of the month.
Additional services outside of the standard membership are
due within fourteen days unless otherwise agreed to in writing.
6. Annual Membership Renewals
Annual memberships may be renewed up to sixty days prior to
the expiration date.
Early renewal within the first thirty days of the renewal
period may include preferential pricing or additional benefits at the
discretion of The Computer Specialists, LLC.
Failure to renew within the allowed period may result in a
lapse of membership benefits. Lapsed memberships may be reinstated only if
offered and at current rates.
7. Membership Cancellations and Refunds
Memberships may be canceled with thirty days written notice
submitted via email to billing@thecomputerspecialists.com
.
No refunds will be issued for partial months or unused
services. Any one time setup or onboarding fees are non refundable.
All outstanding balances must be settled prior to
cancellation being finalized.
8. Data Protection and Security
The Computer Specialists, LLC takes reasonable and
appropriate measures to safeguard client data in accordance with applicable
Massachusetts data protection laws.
Members acknowledge that maintaining security is a shared
responsibility and agree to follow recommended best practices, maintain
appropriate internal controls, and cooperate during security related incidents
or investigations.
9. Limitation of Liability
The total liability of The Computer Specialists, LLC for any
claim arising out of or related to this agreement shall not exceed the total
amount paid by the member for services during the twelve months preceding the
claim.
The Computer Specialists, LLC shall not be liable for any
indirect, incidental, or consequential damages, including loss of data,
revenue, or business interruption.
Members acknowledge that technology services may experience
downtime or interruptions beyond the control of The Computer Specialists, LLC.
Service restrictions or terminations resulting from non
payment are acknowledged as a material risk accepted by the member and shall
not constitute a breach of service obligations.
10. Dispute Resolution and Arbitration
Members agree to waive the right to a trial by jury or
participation in any class action.
Any dispute arising from or related to these terms shall be
resolved through binding arbitration in accordance with the Commercial
Arbitration Rules of the American Arbitration Association.
The arbitration shall take place in Bristol County,
Massachusetts. The arbitrator’s decision shall be final and binding on both
parties.
If any portion of this arbitration provision is found
unenforceable, the remaining provisions shall remain in full force and effect.
11. Force Majeure
The Computer Specialists, LLC shall not be liable for any
failure or delay in performance due to events beyond its reasonable control,
including acts of God, natural disasters, acts of government, labor disputes,
or supplier failures.
12. Amendments to Terms and Conditions
The Computer Specialists, LLC reserves the right to modify
these terms and conditions at any time.
Members will be notified of material changes via email and
through the Membership Portal. Continued use of services following notice
constitutes acceptance of the revised terms.
13. Governing Law
These terms and conditions shall be governed by and
construed in accordance with the laws of the Commonwealth of Massachusetts.
14. Our Commitment to You
We truly value each and every client and take pride in the
work that we do. The owner brings many years of hands on experience and
appreciates the opportunity to support your business.
Our goal is to provide clear guidance, dependable service,
and thoughtful solutions that help set our clients up for long term success.
15. Acceptance of Terms
By enrolling in, renewing, or continuing a Managed Services
Membership, the member acknowledges that they have read, understand, and agree
to be bound by these Terms and Conditions.
Each subscription payment, whether made on a monthly or
annual basis, constitutes ongoing acceptance of the then current Terms and
Conditions in effect at the time of payment.
If the member does not agree to these Terms and Conditions,
the member must discontinue use of services and provide written notice of
cancellation in accordance with Section 7 of this agreement.
Standard MSP Membership
Scope of Services
The Computer Specialists, LLC provides its Standard MSP Membership as an ongoing managed technology service designed to maintain, protect, monitor, and support the everyday technology needs of our clients.
The purpose of the membership is to provide predictable ongoing IT support and proactive management of covered systems. The membership is not intended to include every technology related project, consulting engagement, vendor responsibility, system migration, development project, or specialized technical service.
This Scope of Services defines what is included with a Standard MSP Membership and helps establish clear expectations for both The Computer Specialists and the client.
1. Covered Devices and Systems
Services apply only to computers, servers, networking equipment, and other technology specifically enrolled in the client’s MSP Membership.
Covered equipment may include:
Desktop computers
Laptop computers
Windows servers
Managed network equipment
Managed routers and firewalls
Managed WiFi access points
Managed switches
Other equipment specifically identified as being included in the membership
Equipment that has not been enrolled, documented, or approved as part of the membership is not automatically covered.
2. Remote Help Desk Support
Standard MSP Membership includes routine remote technical support for covered computers and users during normal business hours.
Examples include:
Troubleshooting common Windows problems
Printer troubleshooting
Basic application troubleshooting
Email configuration assistance
Password and account assistance
Internet connectivity troubleshooting
Network connectivity troubleshooting
Basic Microsoft Office troubleshooting
Routine software installation
Routine software configuration
Basic peripheral troubleshooting
Assistance with approved business applications
General computer usability questions
Remote diagnosis of covered equipment
Remote support is intended for ordinary day to day technical support issues.
3. Monitoring and Preventive Maintenance
Covered systems may receive proactive monitoring and maintenance services including:
System health monitoring
Hardware health monitoring where supported
Disk space monitoring
Windows update monitoring
Operating system patch management
Basic software update management
Antivirus and security monitoring
Malware detection monitoring
System availability monitoring
Performance monitoring
Backup monitoring when backup services are included
Identification of potential hardware failures
Identification of security concerns
Routine preventative maintenance
When a problem is detected, The Computer Specialists may investigate, notify the client, recommend corrective action, or perform corrective maintenance when the work falls within the Standard MSP Membership scope.
4. Cybersecurity Management
For covered systems, the membership may include ongoing cybersecurity management using the security services included with the client’s specific plan.
This may include:
Endpoint antivirus and antimalware protection
Security monitoring
Threat detection
Firewall monitoring
Network security monitoring
Security configuration review
Basic remediation of detected threats
Managed updates and security patches
Recommended security configuration changes
Cybersecurity alerts and notifications
Additional advanced cybersecurity products, compliance services, incident response, forensic investigations, penetration testing, and security remediation projects may require additional services or fees.
5. Managed Network Support
For clients with network equipment included in their membership, routine management may include:
Router and firewall monitoring
WiFi monitoring
Managed switch monitoring
Access point monitoring
Internet connectivity troubleshooting
Basic network configuration changes
Firmware maintenance
Network security configuration
Troubleshooting connectivity between existing managed devices
Review of network alerts and abnormalities
Major network redesigns, new network installations, cabling, office expansions, relocation projects, or installation of substantial new equipment are considered project work.
6. Backup Monitoring
When backup services are specifically included in the client’s membership, The Computer Specialists will monitor the operation of the covered backup system.
This may include:
Monitoring backup completion
Reviewing backup failures
Troubleshooting routine backup problems
Monitoring available backup storage
Verifying backup system health
Performing reasonable test restores when appropriate
Backup monitoring does not guarantee that every file or system can always be successfully recovered. Backup services are dependent upon the condition of the source data, hardware, software, Internet connectivity, storage systems, and third party services.
Large scale data recovery, disaster recovery, business continuity events, or extensive restoration projects may fall outside the Standard MSP Membership.
7. Routine User and Account Administration
Reasonable routine administrative changes for covered systems are generally included.
Examples include:
Creating or removing local Windows users
Password resets
Basic Microsoft 365 user administration when managed by The Computer Specialists
Basic email account configuration
Routine permissions changes
Basic shared folder access changes
Routine workstation setup changes
Large scale account migrations, tenant migrations, organizational restructuring, domain migrations, or substantial permission redesign are considered project or consulting services.
Services Outside the Standard MSP Membership
The following types of work are generally considered outside the scope of a Standard MSP Membership unless specifically included in a written agreement.
8. Major Projects
Projects involve substantial changes to an organization’s technology environment rather than routine maintenance of the existing environment.
Examples include:
Server replacements
Server migrations
Microsoft 365 migrations
Email migrations
Domain migrations
Office moves
New office installations
Major network upgrades
Network redesigns
Installation of new firewall infrastructure
Large WiFi deployments
Major computer replacement projects
Deployment of multiple new computers
New server configuration
Cloud migration projects
Large data migrations
Business application migrations
Projects may require a separate proposal, estimate, or hourly professional services billing.
9. Advanced Consulting and Research
Standard MSP Membership includes reasonable troubleshooting associated with maintaining supported systems.
It does not include unlimited engineering, consulting, research, or investigation into complex business technology matters.
Examples of consulting or research that may be billed separately include:
Extensive Microsoft 365 research
Vendor contract research
Software licensing research
Complex cloud architecture
Technology strategy consulting
Business process analysis
Product evaluation
Extensive compatibility research
Advanced troubleshooting requiring substantial research
Investigation of undocumented or unsupported environments
Development of custom technical solutions
Meetings with outside consultants or vendors involving substantial technical planning
When an issue requires substantial research beyond normal troubleshooting, The Computer Specialists will make reasonable efforts to identify that the work has moved outside the normal MSP scope.
10. Third Party Software and Vendor Support
The Computer Specialists will make reasonable efforts to assist clients with third party software used within their business.
However, the MSP Membership does not replace the manufacturer’s or software vendor’s own technical support agreement.
Examples may include:
Industry specific software
Accounting systems
Medical software
Manufacturing software
Point of Sale systems
Practice management software
Database applications
Proprietary business applications
The Computer Specialists may assist with communication and troubleshooting when appropriate, but problems requiring modification, repair, or specialized knowledge of a vendor’s software may need to be handled by that vendor.
Time spent on extensive vendor coordination, vendor escalations, database repair, specialized application troubleshooting, or vendor related projects may be billable outside of the membership.
11. Software Development and Custom Programming
Custom software development is not included with a Standard MSP Membership.
Examples include:
Web application development
Website development
Custom software programming
Database development
API integration
Custom automation development
Custom scripting projects
Application modification
Business workflow development
Minor scripts used by The Computer Specialists internally to maintain or support a managed environment may be included at our discretion.
Client requested development projects are separately quoted.
12. Compliance and Regulatory Services
General security best practices may be included within the MSP Membership.
Formal regulatory and compliance services are separate unless specifically included in the client’s membership.
Examples include:
Massachusetts Written Information Security Program development
Compliance assessments
Formal security audits
Written compliance documentation
Risk assessments
Policy development
Annual compliance reviews
Cyber insurance documentation
Regulatory questionnaires
Vendor security assessments
Formal cybersecurity reports
Clients with an enhanced cybersecurity or compliance service may have some of these services specifically included.
13. Cybersecurity Incidents and Forensic Investigations
Routine malware cleanup may be covered when it involves a managed computer and can be resolved through normal remote support procedures.
Major cybersecurity incidents may require a separate incident response engagement.
Examples include:
Ransomware incidents
Business email compromise
Major malware outbreaks
Unauthorized network access
Data breaches
Forensic investigations
Evidence preservation
Extensive account compromise
Large scale system restoration
Regulatory reporting assistance
These situations often require extensive specialized work and may be billed separately.
14. Hardware, Software, Licenses, and Third Party Costs
Unless specifically stated otherwise, the MSP Membership does not include the purchase price of:
Computers
Servers
Networking equipment
Replacement parts
Hard drives
Printers
Software licenses
Microsoft licenses
Vendor support agreements
Cloud subscriptions
Domain registrations
Third party cybersecurity services
Internet service
Cabling or electrical work
These products and services are billed separately.
15. On Site Service
Remote support is the primary method used for Standard MSP Membership support.
On site visits may be included only when specifically stated in the client’s membership agreement.
Otherwise, on site work may be subject to separate service charges.
Situations requiring physical installation, cabling, equipment mounting, extensive hardware replacement, office moves, or similar work may be considered project services even when the client has an MSP Membership.
16. Emergency and After Hours Service
Standard MSP Membership support is provided during normal business hours:
Monday through Thursday
9:00 AM to 5:00 PM
The office is normally closed Friday, Saturday, and Sunday.
Requests received outside normal business hours that are not emergencies will normally be addressed during the next business day.
Emergency service requested outside normal business hours is not included as ordinary Standard MSP support and may be subject to emergency service fees.
Clients requiring emergency assistance should submit an Emergency Service Request through the approved emergency request system.
17. New Equipment and Technology Changes
The addition of new computers, users, locations, servers, networks, software systems, or other technology may change the client’s MSP requirements.
New technology should be reviewed by The Computer Specialists before being considered part of the managed environment.
The membership may need to be adjusted to account for additional devices, users, locations, infrastructure, licensing, security requirements, or support responsibilities.
18. Supported Technology
The Computer Specialists reserves the right to determine whether equipment or software can reasonably be supported.
Unsupported, obsolete, end of life, improperly licensed, heavily modified, or unreliable technology may require replacement or remediation before it can be covered by the MSP Membership.
We cannot guarantee continued support for technology that is no longer supported by its manufacturer or software developer.
19. Client Responsibilities
To provide effective managed services, clients are expected to:
Maintain appropriate Internet service
Maintain valid software licenses
Maintain vendor support agreements when required
Notify The Computer Specialists of significant technology changes
Avoid making undocumented network or security changes
Provide reasonable access to managed systems
Follow recommended cybersecurity practices
Maintain supported hardware and software
Notify The Computer Specialists before introducing significant new technology into the environment
Submit all technical support and service requests through an approved service request channel as defined in the Managed Services Membership Terms and Conditions.
Members are responsible for following the established service request procedures. Communications sent through personal email accounts, text messaging, social media, or other unsupported communication methods are not considered official service requests and may not be monitored, documented, scheduled, or responded to.
Repeated use of unsupported communication methods will result in administrative processing fees as provided in the Managed Services Membership Terms and Conditions.
How We Determine Whether Work Is Included
The easiest distinction is:
MSP Membership work maintains, supports, protects, and troubleshoots the technology environment that already exists.
Project and professional services work creates, replaces, redesigns, migrates, develops, substantially changes, or performs extensive research involving that environment.
A support request may initially begin as ordinary MSP troubleshooting and later be determined to require project work, advanced research, vendor intervention, consulting, or another service outside the membership.
When reasonably possible, The Computer Specialists will notify the client when this occurs before substantial out of scope work is performed.
Our Commitment
The goal of the Standard MSP Membership is to create a long term technology partnership rather than simply provide break fix computer repair.
We proactively maintain the technology under our management, respond to everyday technical problems, protect the environment, identify potential problems, and provide guidance when technology decisions need to be made.
Clearly defining the scope of the membership allows The Computer Specialists to provide consistent, responsive, and fair service to every MSP client while ensuring that larger projects and specialized professional services receive the time and resources necessary to complete them properly.
The Computer Specialists, LLC
Managed Technology Services