Overview

At ShieldLink, we work hard to build our “Recommended Technology Platform”. We know that using products across this platform will give you a great platform to operate your business (we know this because we use ALL of the services below to run our own company).

Our team keeps up to date with technology across this core set of products to ensure we can quickly, efficiently, and expertly assist you with working with those products.

There are some Hardware and Software requirements that you need to have in place in order for us to meet our service obligations.

We will update this list occasionally 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. At our sole discretion, we may also decline to support the item entirely.

Hardware Requirements:

Servers

• Less than five years old
• Running a supported operating system with proper licensing
• Covered by manufacturer or third-party warranty

Desktops and Laptops

• Business-class machines
• Other Machines (If recommended and provided by ShieldLink)
• Solid-state primary drive
• Latest Gen Intel Core i5 processor or equivalent
• Less than five years old
• Windows 10 Professional with proper licensing
• Good physical condition

Network

• Fortinet Firewall w/Active Subscription
• Untangle Firewall w/Active Subscription
• UniFi – switches and access points
• Modern, functional wiring, Cat5e or better
• Network room or area with sufficient space to work and cooling

Software

• Supported versions of all installed software
• All software must be appropriately licensed
• Line of Business applications must be covered by an active support agreement with the development company

Approved Software List:

This list 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 all other software can’t be installed – it simply means that if other software is installed, then it’s up to our sole discretion whether we cover any Service Requests related to any other Software under the scope of this Agreement.

This list may change over the time we work together

Software provided within your subscription, unless stated otherwise.

• Microsoft Software
  • Microsoft Office, Microsoft Edge
• Adobe Software
  • Adobe Reader
  • Adobe Creative Cloud

Disallowed Software List:

This list shows all of the software that will be actively searched for and removed from any of the Computers or Devices covered by this Agreement.

We take our role as your IT department seriously. As such, we reserve the right to remove any application, script, or file we or our tools perceive as risky.

This list may change over the time we work together

• No P2P or file-sharing software (Limewire, Bittorrent, etc…)
• System tune-up and driver update utilities (Slimware, Iolo, Ashampoo, etc…)
• Third-party anti-virus or security products (AVG, MalwareBytes, etc…)
• Remote access software (TeamViewer, GoToMyPC, LogMeIn, etc…

Third-Party Vendors

Whilst we pride ourselves on our troubleshooting skills and abilities to solve many types of technical problems, please bear in mind that for 3rd party products outside our Recommended Platform, it may take some extra time to familiarise ourselves with managing and supporting these products.

If the issues can and should be supported by the 3rd party vendor, we may help you liaise with the vendor directly to solve the problem in the most efficient and timely manner.

We may still be able to purchase items from other vendors at your request. however, if any unforeseen issues arise in the setup, installation, and ongoing use, we may need to invoice you separately for this time.