1. Plan Description

Perfect for small businesses with under 20 devices. This plan offers a comprehensive IT support package, which will handle the lifecycle of your hardware and software.

1.1. Plan Scope

Zyphico provides the following services under this plan:

• Install and configure client infrastructure
• Maintain managed systems, networks, and application configurations
• Provide ongoing technical support and IT Consulting
• Troubleshoot any issues arising during client operations

1.2. Service Terms

This Service Plan is supplemented by and subject to the Terms and Conditions available at https://zyphi.co/legal/terms-and-conditions.

2. Service Fees

2.1. Fee Pricing Table

By enrolling in this plan, you agree to the following fees:

Name	Price	Term
Service Setup	$40	One-time
Managed Services	$35	Monthly per Device*
Service Rate	$35	Hourly
Emergency Rate	$45	Hourly

2.2. Fee Details

• Service Setup - This one‑time fee applies when a client is being onboarded or does not have any active Zyphico services. This covers the initial assessment and integration activities required to place devices under Zyphico’s management.
• Managed Services - This monthly per‑device fee covers routine maintenance and support tasks, including:
  • Backup and restoration^**
  • Data copy/transfer
  • System and network monitoring
  • System and application diagnostics (Under 1 hour per business day)
  • System policy compliance
  • System updates
• Service Rate - Any work performed that is not included under Managed Services is billed hourly at the standard service rate.
• Emergency Rate - Billed for work performed outside normal operating hours. All terms of the Service Rate apply, except for the adjusted billing amount.

3. Service Operations

Zyphico provides consultation, scheduling, and technical support between the hours of 11AM EST to 6PM EST, Monday through Friday. Business operations will be conducted in "Eastern Standard Time (EST/UTC-5)" and/or "Univeral Coordinated Time (UTC)" zones.

Physical or remote access to the system is required for Zyphico to perform tasks and duties successfully. Zyphico may request access to external services the client uses in order to fulfill certain tasks as needed.

3.1. Response Time

During operational hours, requests will generally receive an initial response within 1–3 hours. Requests sent outside of operational hours are handled on a best‑effort basis or are delayed until the next business day.

Changes affecting operation hours may occur, which includes US holidays, posted days of absence, or unplanned emergencies. You may schedule a timeframe outside of operation hours if given prior notice 48 hours before, and may incur an additional fee.

3.2. Management & Monitoring

This service may rely upon the installation of management and/or monitoring agents for the purposes of maintaining infrastructure. If agents are installed on a system, they will perform the following tasks:

• Collect inventory information, which will include:
  • Device information, such as Processor, Memory, Disk information and other miscellaneous hardware devices.
  • Software information, such as operating system name, version, hostname, and network configuration.
  • System metrics, such as current system usage and statistics.
  • System location data
• Run commands and scripts in order to maintain client infrastructure.
• Diagnose system problems and errors.

Unless otherwise stated in writing, these programs shall not be removed for the duration of the service. Intentional deactivation or removal of these programs without approval from Zyphico will result in service termination.

4. Service Termination

Should termination happen for any purpose and/or reason, the following steps will be performed:

• The client will be notified of termination and any undue invoice balances.
• Billing for service will be suspended immediately.
• All affected systems will have any management/monitoring program removed.
• Current system login credentials on client systems will remain in place.

Upon termination, you will be solely responsible for your infrastructure maintenance.

Addendum

*A "Device" refers to any computer system or network-capable hardware that a user may operate locally or remotely. This includes but is not limited to desktops, laptops, workstations, servers, routers, switches, or similar equipment intended for end-user interaction or network infrastructure functions.

**Backup storage is not included with this plan, clients must provide their own solution compatible with Zyphico tools.