Exclusions
All other work or services not specified in the Service Contract is excluded, including but not limited to:
Deploying and provisioning cloud resources.
Supporting or applying any of the core service modules to your applications, operating systems or software running within virtual machines or supporting you specific configurations.
Supporting on-premise, non-cloud environments.
For the Spend Anomaly Detection Service module monitoring Cloud Accounts where the billing of the Cloud Account has not been transferred to SoftwareOne.
For the Spend Anomaly Detection Service module detecting fraudulent activity that is not supported by the Cloud Provider’s Spend Anomaly Controls, spend that is insufficiently high to trigger a spend control alert or excessive spend in the first month of the Services Contract.
Patching unsupported operating systems, installed applications, software and application dependencies.
Applying any of the Core Service Modules to a Cloud Service not listed in Support Cloud Services.For the Spend Management and Cost Optimization Core Service Module making changes to the cloud environment or making custom API calls to obtain cloud usage information
For all Core Service Modules, Service Management and Onboarding/Offboarding activities where this service catalog stipulates an activity will take a specific number of hours, performing any work outside of this.
Changing the configuration of a Core Service module outside of the configuration options defined in the Operations Definition.
For the Governance and Compliance Core Service Module remediating non-compliant resources found during onboarding, excluded cloud resources or cloud resources that have violated non-supported standards.
Currently, we don’t remediate policies with “Manual” policy effects.
Uninstalling tooling from Customer’s Cloud Account required to provide Advanced Tier Services, including agents and tags on contract termination. Customer shall be responsible for uninstalling tooling on expiry or termination of the Services Contract.
Removing SoftwareOne’s administrative access to Customer Cloud Accounts on the expiry or termination of the Services Contract.