SupportPlus™
SupportPlus™ is Digital Boardwalk’s add-on support plan for SupportAlly™. Like SupportAlly™, it is intended for businesses that have dedicated technical staff who already fulfill some technical support responsibilities, such as help desk support. If the business would like to subscribe to any one of Digital Boardwalk’s Ensure™, Buzz™, or Echo™ solutions and would like for Digital Boardwalk to provide monitoring and proactive support for that respective service, SupportPlus™ is included for each service where monitoring and proactive support are required.
1. Parent Service Level
Unless otherwise detailed below, all other terms of the SupportAlly™ service level (the “Parent Service Level“) shall apply to SupportPlus™ (the “Child Service Level“). All terms detailed below apply only to the Child Service Level and the respective Ensure™, Buzz™, or Echo™ Service the Child Service Level is paired with. If Customer does not subscribe to SupportPlus™ for an Ensure™, Buzz™, or Echo™ Service, that service shall adhere to the terms of the Parent Service Level.
2. Platform Limitations
Due to limitations and restrictions within the Apple macOS operating system, some Services may not be available to macOS devices. To indicate which platforms a Service is applicable to, the following identifying icons will appear next to the Service:
Service is available for Microsoft Windows devices.
Service is available for Apple macOS devices.
3. Services (Included)
Service Provider delivers Services to Customer for Computers and Servers listed as part of this Agreement. To be included as part of this Agreement, Computers and Servers must have Service Provider’s remote monitoring and management (“RMM”) agent installed. The following Services are listed as inclusions to this Agreement and are included in the cost of this Agreement:
3.1 Monitoring & Alerting
Service Provider utilizes a monitoring and alerting platform designed to track the availability and performance of managed devices. The monitoring platform queries built-in device logging systems, such as the Microsoft Windows Event Viewer, to generate alerts. Service Provider’s monitoring system is, therefore, limited by the alerting capabilities of the managed device. Alerts generated by the monitoring system notify Service Provider with real-time alerts that are automatically converted into service tickets. This system also allows for periodic production of reports made available to Customer via Service Provider’s Technical Business Review reports.
3.2 Proactive Response
As Service Provider’s monitoring and alerting system generates service tickets for identified issues, Service Provider will leverage an artificial intelligence (“AI”) platform to proactively remedy the system alerts. Service Provider also provides oversight by a team of engineers to proactively respond to system alerts not otherwise remediated by the AI platform. Proactive response is limited to remote delivery during Service Provider’s operating hours and does not include field support or travel to Customer’s business location. See Service Availability for operating hours information.
4. Out of Plan Services (Excluded)
Unless otherwise listed as an included service under 3. Services (Included), all other Services are excluded from this Agreement and excluded from the cost of this Agreement. Service Provider may deliver Out of Plan Services to Customer at rates set forth in Standard Labor Rates. The following is a list of common services excluded, without limitation, from this Agreement, regardless of any statement that the Service is included in the cost of the Agreement:
4.1 Help Desk Support
Service Provider delivers remote technical support to fulfill Customer service requests. Support is limited to remote delivery during Service Provider’s operating hours and does not include field support or travel to Customer’s business location. See Service Availability for operating hours information.
Changelog
| Date | Previous Language | New Language |
|---|---|---|
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07/01/2022 |
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[Original Publishing] |
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08/25/2025 |
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Corrected the Standard Labor Rates hyperlink under 4. Out of Plan Services (Excluded) |