At Integris, we believe in predictable, upfront billing and service level agreements that are clear and easy to understand. We would like to provide an explanation of the way that Integris billing works so you can better understand the expectations and terms used in the Master Service Agreement (MSA) legal paperwork.
A deployment is a set of software and tools that provide security, management, and remote access for your teams at Integris. The deployment includes anti-virus, our RMM (Remote Monitoring and
Management) tool, a product for DNS protection, and sometimes backup software. Any computer or server under our support gets a deployment.
All the tools in the deployment are not necessarily used all the time for each client, but the RMM tool is always active. Remote Monitoring Management is what allows the machine to report back to us and gives us the information we need for accurate billing.
On the first (or sometime close to the first) of the month we pull a point-in-time inventory of the network. We match this information against the client’s price per PC and price per server. Sometimes, the price per PC and price per server are the same, but not always.
It’s this process that gives us the accurate and timely information for your invoices.
Like rent, Integris bills “for the future.” We bill for future support, so you will be billed in advance for the month based on the prior month’s inventory.
It’s important to understand that while you will receive free support for the month of your onboarding, you will also have paid for a month of support prior to removing a machine and will not be issued a refund. If a computer comes online on the 7th of the month, you would receive free support for the whole month. The invoicing would start the next month for that new asset. On the other hand, if you offboard a machine on the 7th you would have already paid for support for the month, and no refunds are given for partial support. This process means that, at the end of the machine’s support, the free month in the beginning and the paid month at the end will balance each other out.
Offboarding a Machine
Because Integris has no way of knowing why a machine is offline or idle, it’s the clients responsibility to make sure machines are requested to be offboarded. We assume if a machine is in the network, it’s part of the security landscape and it needs protection. Integris doesn’t know if someone is just going on a 3 week vacation, or they were let go, or if someone else is going to use the machine; we just know the
machine was included in your package and must be covered.
Integris’s coverage is “all or nothing.” In other words, you can’t choose which machines to onboard, and which machines not to onboard. If any machine isn’t onboarded and causes a security event, we will
Shutting down a computer does not take it off your billing inventory. The machine will stay in the system for thirty days before it is offboarded, and that may result in an extra month of billing for that machine even after it is taken offline by the client.
Officially offboarding a computer involves removing all the software Integris has invested in the machine. To do that, we need the machine up, online, and connected to the internet so we can issue commands to offboard the machine. Remember that if the machine is not officially offboarded, Integris is still paying for the software on it even though you may have disconnected it from the server.
Integris is always available for any questions about your coverage, services, and invoices. Please do not hesitate to contact your Account Manager or send us an email at [email protected] with any concern
you may have.