CFTS Documentation
Managed Services Addendum
1. Purpose
This Addendum defines optional managed services that may be provided by CFTS in addition to standard unmanaged infrastructure services.
Managed services apply only where explicitly included within a quotation, proposal, or service agreement.
2. Standard Unmanaged Service Boundary
By default, CFTS services are provided as unmanaged infrastructure services.
Under unmanaged services, the client remains responsible for:
- Operating system administration
- Application deployment and management
- Security configuration
- User management
- Data validation
- Software updates
- Application monitoring
3. Managed Service Options
Managed services may include:
- Operating system patching and maintenance
- Infrastructure monitoring
- Backup orchestration
- Security hardening
- Managed database services
- Operational assistance
- Incident response assistance
Specific services are defined within the applicable service agreement.
4. Support Scope
Managed services apply only to the systems and components specifically covered by the agreement.
Unless otherwise agreed, managed services do not include:
- Application development
- Software debugging
- Third-party vendor support
- End-user support
- Custom software maintenance
5. Shared Responsibility Model
Managed services operate under a shared responsibility model.
CFTS Responsibilities
Where contracted, CFTS may provide:
- Infrastructure management
- Operating system maintenance
- Monitoring and alerting
- Backup orchestration
- Defined operational support
Client Responsibilities
Clients remain responsible for:
- Application correctness
- User access management
- Business processes
- Data validation
- Licensing compliance
- Application-level functionality
6. Incident Handling
CFTS will make reasonable efforts to investigate and respond to covered incidents within the applicable support scope.
Resolution times may vary depending on:
- Incident complexity
- Third-party dependencies
- Vendor response times
- Availability of client information
7. Change Management
Changes impacting managed systems should be coordinated with CFTS where practical.
Unauthorised client-side modifications may affect service stability and supportability.
8. Service Availability
Managed services do not modify the underlying infrastructure SLA unless explicitly stated in writing.
9. Limitation of Scope
CFTS does not guarantee uninterrupted application functionality, software compatibility, or performance outside the managed service boundary.