Terms of Service

1. Scope of Services

EHFC provides managed IT services including support, infrastructure operations, identity management, endpoint management, backup coordination, and cybersecurity alignment.

Services are defined per engagement. No service is implied unless explicitly included in a service agreement.

2. Operating Model (VANGUARD)

EHFC delivers services through its standardized operating model known as VANGUARD.

This model defines how environments are configured, secured, monitored, and maintained continuously, not as ad-hoc support.

Clients acknowledge that EHFC may enforce configuration standards, automation, and operational controls as part of service delivery.

3. Ticketing & PSA System

All service activity is managed through EHFC’s ticketing and PSA system.

Requests submitted outside approved channels may not be processed until properly logged.

EHFC may utilize automation for triage, classification, and execution of tasks.

Clients must provide accurate information and remain responsive for timely resolution.

4. Client Responsibilities

Clients are responsible for cooperating with EHFC to enable effective service delivery.

• Providing timely access to systems and accounts
• Responding to support requests and clarifications
• Approving changes when required
• Maintaining valid licensing and system ownership
• Avoiding unauthorized or conflicting system modifications

5. Administrative Access & Control

EHFC requires administrative access to client systems to deliver services.

EHFC may implement policies, controls, and configurations as part of the managed environment.

Unauthorized third-party changes may impact system stability and may void support for affected systems.

6. Service Scope & Coverage

Services apply only to users, devices, and systems explicitly included in the service agreement.

EHFC may require onboarding or remediation before extending full support.

7. Service Levels

• Critical: outages / security incidents
• High: major degradation
• Medium: partial issues
• Low: non-urgent requests

8. Third-Party Dependencies

EHFC is not responsible for outages, delays, or failures caused by third-party systems.

9. Security Responsibility

Security is shared. EHFC manages systems; clients are responsible for user actions and approvals.

10. Acceptable Use

EHFC reserves the right to suspend services for misuse, illegal activity, or actions that jeopardize system integrity.

11. Termination

Services may be terminated by either party. Upon termination, EHFC is no longer responsible for ongoing support or monitoring.

12. Limitation of Liability

EHFC is not liable for indirect damages, data loss, or third-party failures.

Total liability shall not exceed fees paid in the previous three (3) months.

In the event of any conflict between these Terms and any executed service agreement, including but not limited to a Master Service Agreement (MSA), Service Level Agreement (SLA), or Statement of Work (SOW), the terms of the executed agreement shall take precedence.