This End-User Support Addendum is incorporated into the Master Services Agreement (MSA) between Think Smart Group, Inc. (“TSI”) and the ISV. Capitalized terms not defined here have the meanings given in the MSA and incorporated policies (SLA, AUP, Security Annex, Data Retention & Deletion Addendum, DPA/BAA, and Third-Party Access Addendum).
Capitalized terms used but not defined in this Addendum have the meanings given in the Master Service Agreement (MSA).
1. Scope
This Addendum applies only if End-User Support is selected on the Order Form. TSI will provide direct help desk services to End-Users of the ISV for use of the Services, subject to the boundaries in this Addendum.
2. Prerequisites & Dependencies
• The End-User Support service requires the environment to be covered by Server Monitoring & Updates and SOC-Monitored MDR.
• End-User support relies on the AUP, Security Annex, and Third-Party Access Addendum for identity, MFA, vendor access, and logging.
3. Support Channels & Hours
Channels
Portal: TSI Administration Portal.
Email: support@thinksmartinc.com (or as listed on Order Form).
Phone: +1-916-851-0836 (or as listed on Order Form).
Hours
Standard: Mon–Fri 5:00 a.m.–5:00 p.m. Pacific Time (excluding U.S. federal holidays).
After-hours (P1): May be purchased by addendum or handled via ISV escalation.
4. Severity & Response Targets (SLOs — not credits)
These are operational SLOs only; no SLA credits apply to End-User Support performance. Downtime credits, if any, are governed solely by the SLA.
5. In-Scope vs Out-of-Scope
In‑Scope (included)
Account unlocks; password/MFA resets; profile fixes
Session/connectivity triage to TSI platform; RDS/Vela Cloud™ sign‑in
Printer/scanner mapping within RDS or Vela Cloud™; Vela Cloud™ Remote Scanning configuration; TSSCAN/TSPRINT
Backup restore requests (initiation) per Data Retention Addendum
Basic how‑to for accessing hosted apps and shares
Out‑of‑Scope (billable T&M unless otherwise agreed)
On‑prem network/Wi‑Fi, ISP circuits, routers, switches, cabling
Workstation OS rebuilds, driver issues, malware cleanup
Line‑of‑business application defects, upgrades, or usage training beyond basic connectivity
Bulk data imports/exports, reporting, database tuning (handled via SOW)
Third‑party vendor troubleshooting beyond reasonable coordination
Custom scripting/development, complex integrations, mass user migrations
6. Escalation & Vendor Coordination
TSI will escalate incidents to ISV technical contacts as needed. At ISV’s written request, TSI may procure or engage third-party vendor support and will pass through fees plus a ten percent (10%) administrative fee.
7. ISV Responsibilities
- Maintain current contact roster and authorization rules for End-Users.
- Publish TSI support channels to End-Users.
- Provide timely approvals for actions that may affect availability or data (e.g., restores, password resets for privileged users).
8. Privacy & Data Handling
TSI will process personal data strictly as a service provider/processor under the DPA (and BAA if applicable). Support interactions may involve transient access to personal data or system content; TSI will apply data minimization and confidentiality controls and use secure tools for remote assistance.
9. Third-Party Access
Any vendor access during support must comply with the Third-Party Access Addendum (named authorization, MFA, bastion/jump, logging, time-boxed credentials). The ISV remains responsible for vendor acts/omissions and will indemnify TSI per the MSA.
10. Service Requests & Changes
Routine moves/adds/changes (MAC) are submitted via the portal. Larger changes and projects (e.g., mass migrations, application upgrades, new integrations) are delivered under a Statement of Work (SOW) on time-and-materials unless priced in an Order Form.
11. Abuse, Fair Use & Rate-Limiting
TSI may enforce fair-use limits on repetitive how-to requests or improper use of emergency channels. TSI may redirect chronic out-of-scope issues to the ISV.
12. Fees
Unless otherwise stated on the Order Form or Schedule A, End-User Support is billed per end-client (Customer of the ISV) per month. Overages, projects, or out-of-scope work are billed at Professional Services rates.
13. Changes to this Addendum
TSI may update this Addendum from time to time. Materially adverse changes will take effect upon renewal of the then-current term unless earlier required by law or to address security/legal/system-integrity risks.
Acceptance. This End-User Support Addendum is accepted and agreed to by ISV as of the Effective Date of the Master Services Agreement into which it is incorporated.