This is a sample. Each client receives a Service Order prepared for their business and signs it electronically. The Service Order is the only document a client signs; it incorporates the posted Master Services Agreement, Service Level Agreement and Schedule C.
Order details
Support Bay, LLC d/b/a SupportMax · Service Order No. SO-______
This Service Order is entered into under the SupportMax Master Services Agreement (MSA), version 1.0, and its Schedule A (Managed IT Service Levels), Schedule B (Managed Security Service Levels) and Schedule C (Declined Security Recommendation Form), all posted at supportmax.com/legal/ and incorporated by reference. If this Service Order conflicts with the MSA, this Service Order controls only for pricing and scope.
| Field | Entry |
|---|---|
| Client legal name | |
| Client address | |
| Primary contact (authorized to approve changes and accept risk) | Name, title, email, phone |
| Backup contact for security incidents | Name, title, email, phone |
| Billing contact | Name, email |
| Service start date | |
| Agreement version accepted | MSA v1.0, Schedules A–C, effective ________ |
| Onboarding assessment date |
Services and fees
Only services marked below are included. Everything else is Out-of-Scope Work under the MSA.
| Include | Service | Unit | Qty | Unit price | Monthly total |
|---|---|---|---|---|---|
| ☐ | Managed IT: help desk, monitoring, patching (Schedule A) | per user | $ | $ | |
| ☐ | Server and network management | per server / site | $ | $ | |
| ☐ | Backup and recovery | per device / TB | $ | $ | |
| ☐ | Managed detection and response (MDR) with 24×7 SOC (Schedule B) | per endpoint | $ | $ | |
| ☐ | Email security and DNS filtering | per user | $ | $ | |
| ☐ | Security awareness training and phishing simulations | per user | $ | $ | |
| ☐ | Vulnerability scanning | per site | $ | $ | |
| ☐ | 24×7 after-hours P1 support | flat | $ | $ | |
| ☐ | Website hosting and maintenance | per site | $ | $ | |
| ☐ | AI services | per scope | $ | $ | |
| ☐ | Microsoft 365 and other licenses (pass-through) | per license | $ | $ | |
| Monthly recurring total | $ |
| One-time fees | Amount |
|---|---|
| Onboarding and baseline assessment (amortized over the term under MSA Section 9.3) | $ |
| Onboarding remediation project (if any, see attached scope) | $ |
| Hardware or software purchases (see attached quote) | $ |
Rates for Out-of-Scope Work: standard $_____ per hour; after-hours and emergency $_____ per hour; on-site minimum ___ hours.
Coverage and providers
Covered Environment. Users: ____ · Workstations and laptops: ____ · Servers: ____ · Sites: ____ · Microsoft 365 or cloud tenants: ____. Fees adjust monthly to the actual count in SupportMax’s tools (MSA Section 4.4).
Support coverage: ☐ Business hours, Monday–Friday, 8:00 a.m.–6:00 p.m. Pacific ☐ Business hours plus 24×7 P1 support
Third-party providers. The providers SupportMax currently uses to deliver the services above (for example, managed detection and response, backup, and cloud licensing) are listed here in each client’s Service Order. Their product terms apply under MSA Section 5.5, and SupportMax may replace them on written notice under Schedule B, Section B1.
| Provider | Used for |
|---|---|
Regulated data (MSA Section 6.2). Client ☐ does not ☐ does handle: ☐ health information (HIPAA Business Associate Agreement attached) ☐ consumer personal information (CCPA addendum attached) ☐ payment card data (PCI responsibility matrix attached) ☐ other: ____
Client cyber insurance (MSA Section 7.1). ☐ Client carries first-party cyber insurance with limits of at least $1,000,000. Carrier: ____ ☐ Client does not, and accepts that risk as a Declined Recommendation.
Term
☐ 36 months (standard rate) ☐ 12 months (standard rate + 20%) ☐ Month-to-month (standard rate + 25%). Renews automatically for 12-month periods unless either party gives 60 days written notice (MSA Section 9.1). Early termination fee per MSA Section 9.3.
Special terms or exceptions (if blank, none): ________________________________________
Acceptance
By signing, Client confirms that it has read and agrees to this Service Order and to the MSA version 1.0 and Schedules A, B and C posted at supportmax.com/legal/ on the effective date above, including the limitation of liability (Section 7.3), waiver of subrogation (Section 7.2), claims period (Section 8.4) and early termination fee (Section 9.3). A PDF copy of that version is attached to this Service Order. Electronic signatures are binding.
Client
Signature
Name and title
Date
Support Bay, LLC d/b/a SupportMax
Signature
Name and title
Date