ARMOR ONE

Universal Statement of Work (SOW)

Version 1.2

ARTICLE 1

Purpose and Scope

1.1 Purpose

This Universal Statement of Work (“SOW”) establishes the operational framework under which ARMOR ONE (“Provider”) will deliver Services to the Client.

This SOW supplements and is governed by the ARMOR ONE Master Services Agreement (“MSA”). It defines how Services are delivered, identifies the responsibilities of each party, establishes implementation and change management procedures, and incorporates the applicable Service Attachments governing the specific Services purchased by the Client.

1.2 Relationship to Other Contract Documents

This SOW is incorporated into and made part of the Master Services Agreement.

The specific Services, pricing, quantities, contract term, billing frequency, and commercial terms applicable to the Client’s engagement are identified in the executed Quote, Proposal, or Order Form (collectively, the “Quote”), which is incorporated herein by reference.

This SOW governs the delivery of those Services but does not replace or modify the commercial terms contained within the Quote unless expressly stated in writing.

1.3 Scope of Services

ARMOR ONE shall provide only those Services expressly identified within the executed Quote and the applicable Service Attachments incorporated into this SOW.

Services not specifically identified in the Quote or an incorporated Service Attachment are excluded from the scope of this engagement and may require a separate agreement, Change Order, or additional Quote.

1.4 Service Attachments

One or more ARMOR ONE Service Attachments may be incorporated into this SOW depending upon the Services purchased by the Client.

Examples include, but are not limited to:

Managed IT Services
Co-Managed IT Services
Microsoft 365 Services
Cybersecurity Services
Backup & Disaster Recovery
Voice & Unified Communications
Hardware as a Service (HaaS)
Professional Services
Network Infrastructure
Cloud Services
Wireless Services
Monitoring Services
IT Projects

Each incorporated Service Attachment forms part of this SOW and governs the specific Services described therein.

1.5 Order of Precedence

If contract documents conflict, the following order of precedence applies, consistent with Section 1.3 of the Master Services Agreement, unless a later executed document expressly amends a specified provision:

Executed Amendments and Change Orders (most recent controlling as to the expressly amended matter)
Executed Quote or Proposal (client-specific pricing, quantities, term, and other commercial terms)
Applicable Service Attachments and Service Schedules (service-specific scope and responsibilities)
This Statement of Work
Master Services Agreement
A higher-priority document controls only to the extent of an actual conflict and only for the engagement or services it expressly covers. General legal protections in the MSA remain effective unless specifically amended.

1.6 Multiple Statements of Work

The parties may execute multiple Statements of Work, Quotes, or Service Attachments during the course of their relationship.

Each shall remain independent unless expressly modified or superseded by a subsequent written agreement.

1.7 Modifications

This SOW may only be modified through:

an executed Change Order;
an amended Statement of Work;
an amended Quote; or
another written agreement executed by both parties.

Support tickets, verbal requests, emails, or project discussions shall not modify this SOW unless formally documented and approved in writing.

ARTICLE 2

Implementation and Service Commencement

2.1 Service Commencement

Following execution of the applicable Quote and satisfaction of any required prerequisites, ARMOR ONE shall initiate implementation activities necessary to commence the Services purchased by the Client.

Service commencement dates are estimates unless expressly stated otherwise in writing. Actual commencement may vary based upon project complexity, Client readiness, third-party dependencies, equipment availability, or other factors outside Provider’s reasonable control.

2.2 Implementation Activities

Implementation activities may include, as applicable:

Project kickoff meetings;
Technical discovery and environmental assessment;
Collection of administrative credentials and documentation;
Deployment or configuration of hardware, software, and cloud services;
Installation of monitoring, management, and security tools;
Network configuration;
Data migration;
User onboarding;
Testing and validation;
Documentation of the Client environment; and
Other implementation tasks reasonably necessary to deliver the Services purchased.

Not every implementation activity applies to every engagement.

2.3 Client Cooperation

The Client shall cooperate in good faith throughout implementation and shall provide timely access to personnel, facilities, equipment, systems, accounts, documentation, credentials, and information reasonably required for ARMOR ONE to perform the Services.

Delays caused by the Client, third parties, internet service providers, software vendors, hardware manufacturers, or other external parties may result in corresponding adjustments to implementation schedules.

2.4 Prerequisites

Certain Services may require completion of specific prerequisites before implementation or ongoing support can begin.

Examples may include:

Administrative access to supported systems;
Required software licensing;
Internet connectivity;
Compatible hardware;
Supported operating systems;
Manufacturer-supported firmware versions;
Completion of required security configurations;
Network remediation;
Replacement of unsupported or end-of-life equipment; or
Completion of mutually agreed-upon onboarding tasks.

ARMOR ONE reserves the right to postpone implementation until such prerequisites have been satisfied.

2.5 Existing Environment

ARMOR ONE shall perform Services using reasonable commercial efforts based upon the condition of the Client’s existing technology environment at the time implementation begins.

Unless expressly included within the Quote, implementation does not include correcting historical configuration issues, redesigning existing infrastructure, replacing unsupported equipment, remediating undocumented environments, or correcting deficiencies created by previous service providers.

Such work may be recommended separately and performed as Professional Services or pursuant to an approved Change Order.

2.6 Acceptance of Implementation

Implementation shall be deemed complete upon the earliest occurrence of any of the following:

ARMOR ONE provides written notice that implementation is substantially complete;
the Client begins using the implemented Services in production;
the Client confirms acceptance in writing; or
five (5) Business Days elapse following notice of substantial completion without the Client providing written notice of material implementation deficiencies.

Minor defects, cosmetic issues, or items that do not materially impair the intended operation of the Services shall not delay implementation acceptance.

2.7 Transition to Ongoing Services

Upon completion of implementation, ongoing Services shall be delivered in accordance with:

the applicable Service Attachments;
the Service Level Agreement, if applicable;
the Master Services Agreement; and
the executed Quote.

Implementation activities conclude upon acceptance unless otherwise expressly stated in the Quote.

ARTICLE 3

Roles and Responsibilities

3.1 Provider Responsibilities

ARMOR ONE shall perform the Services described in the executed Quote and applicable Service Attachments using commercially reasonable care, skill, and diligence consistent with generally accepted industry practices.

Provider responsibilities include only those Services expressly included within the Client’s purchased Services and do not extend to products, systems, equipment, software, locations, users, or third-party services not covered under the applicable agreement.

3.2 Client Responsibilities

The Client acknowledges that successful delivery of the Services requires ongoing cooperation and agrees to:

Provide timely access to facilities, systems, devices, software, cloud services, accounts, and personnel as reasonably required.
Maintain accurate administrative credentials and provide such credentials to ARMOR ONE when necessary to perform the Services.
Designate one or more authorized representatives to communicate with ARMOR ONE regarding operational, technical, and contractual matters.
Respond promptly to requests for information, approvals, scheduling, and implementation activities.
Maintain all required software licenses, subscriptions, warranties, and vendor support agreements unless expressly provided by ARMOR ONE.
Maintain suitable internet connectivity, electrical service, environmental controls, and physical security for Client-owned equipment.
Notify ARMOR ONE of material changes to the Client’s technology environment that may affect delivery of the Services.
Ensure employees and authorized users comply with the Client’s internal policies and any applicable Acceptable Use Policy.

3.3 Authorized Contacts

The Client shall identify one or more Authorized Contacts who are empowered to:

Request Services;
Approve project work;
Authorize Changes;
Receive technical communications;
Coordinate scheduling;
Approve invoices or billing inquiries when applicable.

ARMOR ONE may reasonably rely upon instructions received from an Authorized Contact unless notified otherwise in writing.

3.4 Administrative Access

The Client authorizes ARMOR ONE to use administrative or privileged credentials reasonably necessary to deliver the contracted Services.

The Client represents that it has the legal authority to grant such access.

ARMOR ONE shall use reasonable efforts to safeguard privileged credentials in accordance with its internal security practices.

3.5 Third-Party Vendors

Where Services require coordination with third-party vendors, internet service providers, cloud providers, software publishers, hardware manufacturers, telecommunications providers, or other service providers, ARMOR ONE may communicate and coordinate with such parties on the Client’s behalf when authorized.

ARMOR ONE is not responsible for delays, outages, support limitations, licensing restrictions, pricing changes, or service interruptions caused by third parties.

3.6 Client Personnel

The Client remains solely responsible for:

Managing its employees;
Training users on Client-specific business processes;
Establishing internal security policies;
Managing user permissions unless expressly included within the purchased Services;
Ensuring compliance with applicable laws and regulations governing its business operations.

Nothing in this Agreement transfers management responsibility for the Client’s workforce or business operations to ARMOR ONE.

3.7 Access During Service Delivery

The Client shall provide reasonable remote and, when applicable, physical access necessary for ARMOR ONE to perform the Services.

If access is delayed, denied, restricted, or unavailable, ARMOR ONE shall not be responsible for resulting delays, increased costs, missed service objectives, or inability to perform affected Services.

3.8 Duty to Mitigate

Both parties agree to cooperate in good faith to minimize interruptions, delays, security incidents, and operational disruptions affecting the Services.

Each party shall promptly notify the other of circumstances reasonably expected to materially affect performance under this SOW.

ARTICLE 4

Service Requests, Changes, and Out-of-Scope Services

4.1 Standard Service Requests

ARMOR ONE shall provide the Services included within the Client’s purchased Service Attachments in accordance with the Master Services Agreement, this Statement of Work, the applicable Service Level Agreement, and the executed Quote.

Service requests shall be submitted through the support methods designated by ARMOR ONE, which may include a support portal, email, telephone, or other approved communication channels.

4.2 Requests Outside the Scope of Services

Any request that falls outside the Services expressly included within the Client’s purchased Services shall be considered an Out-of-Scope Service.

Out-of-Scope Services may include, without limitation:

Projects or deployments not approved as Included Project Services;
Office relocations;
Infrastructure upgrades not approved as Included Project Services;
Network redesign;
Software development or custom programming;
Data recovery beyond contracted Services;
Third-party vendor consulting unrelated to covered Services;
Support for unsupported hardware or software;
Work involving systems not covered under the applicable Quote or Service Attachments; and
Any other work not expressly included within the Client’s contracted Services.

ARMOR ONE may, at its sole discretion, perform such work pursuant to a separate Quote, Change Order, or time-and-materials engagement.

4.3 Change Requests

Either party may request changes affecting the scope of Services, project requirements, implementation activities, deliverables, or service configuration.

Requested changes may require:

a revised Quote;
a Change Order;
an amended Statement of Work;
additional Service Attachments; or
another written agreement executed by both parties.

Unless otherwise agreed in writing, ARMOR ONE shall have no obligation to perform requested changes until the applicable documentation has been approved.

4.4 Additional Charges

Changes requested by the Client may result in additional charges, including but not limited to:

Professional Services;
labor;
equipment;
software licensing;
cloud subscriptions;
shipping;
travel;
third-party vendor costs; and
recurring service fees.

ARMOR ONE shall advise the Client of applicable charges before commencing billable work whenever reasonably practicable.

4.5 Emergency Requests

The Client may request expedited or emergency Services outside normal scheduling.

ARMOR ONE will use commercially reasonable efforts to accommodate such requests based upon technician availability, resource constraints, and operational priorities.

Emergency or expedited Services may be subject to additional fees in accordance with the applicable Quote or ARMOR ONE’s then-current Professional Services rates.

4.6 Unsupported Technologies

Unless expressly included within the applicable Service Attachments, ARMOR ONE is not obligated to support:

End-of-Life (EOL) hardware or software;
End-of-Support (EOS) operating systems;
beta or pre-release software;
unauthorized modifications;
unsupported configurations;
consumer-grade equipment deployed in commercial environments where unsuitable; or
technologies that no longer receive manufacturer security updates or technical support.

Where reasonably practicable, ARMOR ONE may recommend remediation or replacement options.

4.7 Recommendations

During the course of providing the Services, ARMOR ONE may recommend hardware upgrades, software updates, security improvements, infrastructure changes, or operational enhancements intended to improve the reliability, security, performance, or supportability of the Client’s technology environment.

The Client acknowledges that failure to implement recommended changes may:

increase operational or cybersecurity risk;
reduce system reliability or performance;
limit ARMOR ONE’s ability to provide effective support; or
affect eligibility for certain Services or service objectives.

Unless expressly stated otherwise in the applicable Service Attachments or MSA, the Client retains sole discretion regarding whether to implement such recommendations.

4.8 No Implied Services

Services not expressly included within the executed Quote, applicable Service Attachments, or an approved Change Order shall not be implied based upon past practices, prior work performed, verbal discussions, marketing materials, or the existence of a business relationship between the parties.

ARTICLE 5

Professional Services, Included Project Services, and Scheduling

5.1 Professional Services

From time to time, the Client may request Professional Services, including consulting, engineering, implementation, migration, deployment, remediation, project management, vendor coordination, or other project-based services. Professional Services outside the Client’s recurring Services may be performed pursuant to a separate Quote, Change Order, or time-and-materials authorization.

5.2 Included Project Services

If the Client’s executed Quote or applicable Service Attachment expressly includes project labor, ARMOR ONE may provide labor for approved technology projects (“Included Project Services”) as part of the recurring Services. Included Project Services are intended to support planned improvement, modernization, security, reliability, and lifecycle management of the Client’s supported technology environment.

Included Project Services are not a bank, allowance, credit, or entitlement to a specified number of labor hours unless expressly stated otherwise in writing. Included project labor does not accrue, roll over, accumulate, convert to cash or credit, or offset other Services. The Client may request projects, but the existence of an included-project benefit does not give the Client the right to assign or direct ARMOR ONE labor outside an ARMOR ONE-approved project scope.

5.3 Project Qualification and Approval

ARMOR ONE determines whether requested work qualifies as an Included Project Service. ARMOR ONE retains discretion regarding project qualification, technical approach, supported technologies, scope, sequencing, scheduling, resource requirements, and whether ARMOR ONE will undertake a proposed project as an Included Project Service.

ARMOR ONE may decline, defer, limit, modify, condition, or separately quote a proposed project when ARMOR ONE determines that the project is outside the intended scope of Included Project Services, involves unsupported or unsuitable technology, creates unreasonable technical or operational risk, requires specialized resources or expertise, depends upon unavailable or inadequate third-party support, conflicts with ARMOR ONE’s technical standards or recommendations, or is otherwise not appropriate for delivery as an Included Project Service.

A decision that work does not qualify as an Included Project Service does not necessarily mean ARMOR ONE cannot perform the work. Subject to mutual agreement and resource availability, the work may instead be offered as separately billable Professional Services.

5.4 General Project Categories

Qualifying Included Project Services will generally fall within one or more of the following categories. The categories are illustrative and do not create an obligation for ARMOR ONE to perform every task or project that could reasonably be characterized within a category.

Infrastructure & Network Projects – network upgrades and reconfigurations, firewall replacements, wireless deployments, server infrastructure, structured-cabling coordination, ISP or network transitions, and similar infrastructure initiatives.

Cloud & Modern Workplace Projects – Microsoft 365 migrations and configuration initiatives, cloud migrations, identity projects, workstation modernization, remote-work solutions, and similar modernization initiatives.

Cybersecurity & Business Continuity Projects – deployment or migration of supported security technologies, MFA and identity initiatives, endpoint-security implementations, backup and disaster-recovery implementations, security remediation, and similar initiatives.

Technology Deployment & Lifecycle Projects – workstation deployments and replacements, hardware refreshes, supported software rollouts, VoIP implementations, equipment lifecycle initiatives, and other approved technology modernization projects.

5.5 Third-Party Products, Projects, and Client Commitments

Included Project Services do not substitute for implementation, installation, deployment, professional services, technical support, maintenance, warranty service, or other obligations ordinarily provided by a product manufacturer, software publisher, telecommunications provider, technology vendor, contractor, consultant, or other third party.

The Client may independently purchase or contract for technology or third-party services; however, doing so does not obligate ARMOR ONE to install, configure, migrate, deploy, integrate, support, manage, or otherwise perform related work as an Included Project Service. The Client may not bind or commit ARMOR ONE to responsibilities arising from a third-party engagement without ARMOR ONE’s prior written approval.

For example, the Client’s independent purchase of a telephone system, firewall, software platform, cloud service, security product, or other technology does not obligate ARMOR ONE to implement or support that technology as an Included Project Service.

ARMOR ONE may require active manufacturer, vendor, licensing, warranty, maintenance, subscription, or technical-support agreements as a condition of performing project work or providing ongoing support. ARMOR ONE’s Services do not replace or assume the obligations of those third parties.

5.6 Included Labor and Additional Project Costs

Unless expressly stated otherwise in writing, Included Project Services cover only qualifying labor performed by ARMOR ONE personnel within an ARMOR ONE-approved project scope. All other project-related costs remain the Client’s responsibility, including hardware, equipment, software, licensing, subscriptions, cloud services, telecommunications services, shipping, permits, materials, structured cabling, electrical work, construction, travel, specialized equipment, manufacturer or vendor support, professional services provided by third parties, and contract or subcontracted labor.

ARMOR ONE shall advise the Client of separately billable costs before incurring them on the Client’s behalf whenever reasonably practicable.

5.7 One Active Included Project

Unless otherwise agreed in writing, ARMOR ONE will undertake no more than one (1) active Included Project at a time for each Client. Additional projects may be identified, scoped, and placed into the Client’s technology roadmap or project queue and will ordinarily begin after the current Included Project has been substantially completed.

ARMOR ONE will determine project sequencing and scheduling in consultation with the Client based upon business impact, security risk, technical dependencies, resource availability, project complexity, and operational priorities. Requests for concurrent, accelerated, after-hours, or otherwise expedited project work may be separately quoted as Professional Services.

5.8 Onboarding, Stabilization, and Initial Remediation

Implementation and onboarding activities required to establish ARMOR ONE’s management, monitoring, security, documentation, and support systems are onboarding activities and are distinct from Included Project Services. Technology deficiencies, modernization initiatives, migrations, replacements, upgrades, security improvements, and remediation needs identified during onboarding may be documented and prioritized as part of the Client’s technology roadmap.

Identification of an issue or recommended improvement during onboarding does not require ARMOR ONE to remediate or complete that item immediately or concurrently with onboarding. Qualifying initiatives may be scheduled as future Included Project Services following onboarding and stabilization.

5.9 Project Scheduling

Project timelines are estimates based upon information available at the time of scheduling. Completion may be affected by Client availability, third-party vendors, equipment availability, manufacturer lead times, software licensing, permitting, internet service providers, shipping delays, weather, unforeseen technical conditions, or other circumstances beyond ARMOR ONE’s reasonable control. ARMOR ONE shall use commercially reasonable efforts to communicate material scheduling changes as they become known.

5.10 Client Participation and Dependencies

The Client agrees to provide timely decisions, approvals, personnel, facilities, credentials, testing resources, required licensing and support agreements, and other cooperation reasonably necessary to complete project work. Delays or deficiencies in Client or third-party dependencies may result in corresponding schedule adjustments, changes in scope, suspension of work, or additional charges where applicable.

5.11 Business Hours and Onsite Services

Unless otherwise specified in the applicable Quote, Service Attachment, or Service Level Agreement, Professional Services and project work are normally performed during ARMOR ONE’s standard business hours. Services requested outside normal business hours, including evenings, weekends, holidays, concurrent work, or expedited scheduling, may be subject to additional charges.

Where onsite Services are required, the Client shall provide reasonable access to the premises, workspace, electrical power, internet connectivity where applicable, and other resources reasonably necessary for ARMOR ONE personnel to perform the work safely and efficiently. If scheduled onsite work cannot proceed due to circumstances within the Client’s control, ARMOR ONE may reschedule the visit and assess applicable charges for lost time, travel, or other incurred costs where permitted by the applicable Quote.

5.12 Third-Party Coordination

Projects may require coordination with internet service providers, telecommunications carriers, software publishers, hardware manufacturers, cloud providers, building management, contractors, or other service providers. ARMOR ONE may provide reasonable coordination but does not control or assume responsibility for third-party schedules, staffing, product availability, contractual obligations, support responsiveness, or performance.

5.13 Testing, Validation, and Completion

Upon completion of project work, ARMOR ONE may perform reasonable testing to verify that the implemented solution functions substantially as intended. The Client agrees to participate in user acceptance testing where appropriate and promptly report material deficiencies.

Unless otherwise agreed in writing, project work shall be considered complete upon the earliest of: (a) completion of the approved project scope; (b) written acceptance by the Client; (c) productive use of the implemented solution by the Client; or (d) five (5) Business Days following notification of substantial completion without written notice of a material deficiency. Minor issues, warranty items, punch-list items, or documentation updates that do not materially impair intended functionality shall not delay completion.

5.14 Suspension of Project Work

ARMOR ONE may suspend project work if the Client fails to provide required cooperation or approvals; required payments become delinquent; access to systems or facilities is unavailable; required licensing, warranty, maintenance, subscription, or vendor support is absent; continuing work would create an unreasonable security, safety, legal, technical, or operational risk; or circumstances arise that materially prevent completion. Project work may resume when ARMOR ONE determines the applicable condition has been resolved.

ARTICLE 6

Service Delivery Standards

6.1 General Service Delivery

ARMOR ONE shall deliver the Services described in the executed Quote and applicable Service Attachments using commercially reasonable efforts and generally accepted industry practices.

Services shall be provided utilizing remote support, onsite support, monitoring systems, automation, vendor coordination, and other delivery methods as appropriate for the Services being performed.

6.2 Remote Support

To promote efficient service delivery and minimize disruption to the Client’s operations, ARMOR ONE may perform Services remotely whenever reasonably practicable.

The Client acknowledges that many technical issues can be diagnosed and resolved through secure remote access without requiring an onsite visit.

6.3 Onsite Services

When remote resolution is not practical or appropriate, ARMOR ONE may provide onsite Services as required by the applicable Service Attachments, Quote, or project requirements.

Onsite scheduling shall be coordinated with the Client and may be subject to technician availability, travel requirements, and scheduling priorities.

6.4 Maintenance Activities

ARMOR ONE may perform routine maintenance activities reasonably necessary to support the Services, including but not limited to:

Software updates;
Security patches;
Firmware updates;
Monitoring agent maintenance;
Configuration updates;
System optimization;
Preventive maintenance; and
Other operational tasks intended to maintain the reliability, security, or performance of supported systems.

Where reasonably practicable, maintenance activities expected to materially impact the Client’s operations shall be scheduled in advance.

6.5 Scheduling Priorities

ARMOR ONE prioritizes work based upon operational impact, service severity, security considerations, resource availability, and the applicable Service Level Agreement.

The order in which requests are received does not necessarily determine the order in which Services are performed.

6.6 Access Requirements

The Client shall ensure that ARMOR ONE has the access reasonably necessary to perform the contracted Services.

This may include access to:

Supported devices;
Networks;
Cloud platforms;
Administrative accounts;
Facilities;
Telecommunications systems;
Security systems; and
Other technology resources covered under the applicable agreement.

Failure to provide necessary access may delay or prevent delivery of the affected Services.

6.7 Vendor Coordination

Where appropriate, ARMOR ONE may communicate with third-party vendors on the Client’s behalf to facilitate diagnosis, troubleshooting, warranty support, licensing, or service restoration.

Unless otherwise expressly agreed in writing, ARMOR ONE does not assume responsibility for the performance, obligations, or service levels of any third-party vendor.

6.8 Technology Standards

To maintain a secure, reliable, and supportable technology environment, ARMOR ONE may establish reasonable technical standards applicable to supported systems.

Such standards may include requirements relating to:

Supported operating systems;
Software versions;
Hardware compatibility;
Security configurations;
Manufacturer support status;
Licensing compliance;
Network architecture; and
Other operational requirements reasonably necessary for effective service delivery.

If the Client elects not to meet such standards, ARMOR ONE may limit or decline support for the affected systems as permitted under the MSA and applicable Service Attachments.

6.9 Continuous Improvement

ARMOR ONE may periodically recommend improvements to the Client’s technology environment intended to enhance security, reliability, performance, compliance, or operational efficiency.

Such recommendations do not obligate the Client to proceed unless otherwise required by the applicable agreement; however, the Client acknowledges that declining recommended improvements may increase operational or cybersecurity risk.

6.10 Operational Flexibility

ARMOR ONE may modify its internal tools, support methodologies, documentation standards, monitoring platforms, automation systems, operational procedures, or service delivery processes from time to time, provided such changes do not materially reduce the scope of the Services purchased by the Client.

ARTICLE 7

Documentation and Technical Records

7.1 Operational Documentation

In connection with the Services, ARMOR ONE may create, collect, maintain, or update operational documentation relating to the Client’s supported technology environment.

Such documentation may include, without limitation:

Network diagrams;
Device inventories;
System configurations;
Asset information;
Administrative contacts;
Licensing information;
Support procedures;
Backup configurations;
Security settings;
Technical notes; and
Other records reasonably necessary to facilitate service delivery.

The scope and level of documentation maintained may vary based upon the Services purchased.

7.2 Documentation Standards

ARMOR ONE shall maintain documentation in a manner consistent with its internal operational standards.

Documentation is intended to support the efficient delivery of Services and may be updated, supplemented, reorganized, or replaced as operational requirements evolve.

7.3 Client Information

The Client agrees to provide accurate and current information reasonably necessary for ARMOR ONE to perform the Services, including updates regarding:

Business locations;
Authorized Contacts;
Technical contacts;
Network changes;
Internet service providers;
Cloud services;
Administrative credentials;
Supported devices; and
Other material changes affecting the Client’s technology environment.

The Client shall promptly notify ARMOR ONE of material changes that may affect service delivery.

7.4 Credentials and Access Information

ARMOR ONE may maintain administrative credentials, authentication information, encryption keys, recovery information, and similar technical records necessary to perform the contracted Services.

Such information shall be handled in accordance with ARMOR ONE’s internal security practices and applicable law.

Nothing in this SOW transfers ownership of the Client’s accounts, credentials, intellectual property, or technology assets to ARMOR ONE.

7.5 Ownership of Client Information

Except as otherwise provided in the Master Services Agreement, all Client-owned data, systems, accounts, credentials, and technology assets remain the property of the Client.

ARMOR ONE claims no ownership interest in the Client’s business information solely by virtue of providing Services.

7.6 Provider Operational Materials

ARMOR ONE retains all right, title, and interest in its proprietary operational materials, including but not limited to:

Internal documentation templates;
Standard operating procedures;
Automation scripts;
Monitoring configurations;
Service methodologies;
Checklists;
Workflows;
Proprietary documentation formats;
Internal knowledge bases; and
Other operational processes developed by ARMOR ONE.

Nothing in this SOW grants the Client ownership of ARMOR ONE’s internal operational systems or methodologies.

7.7 Documentation Requests

Upon written request and subject to the terms of the Master Services Agreement, ARMOR ONE shall reasonably cooperate in providing documentation or information necessary to facilitate transitions, audits, compliance requirements, or other legitimate business purposes.

ARMOR ONE may require that all outstanding financial obligations be satisfied prior to releasing documentation where permitted by applicable law and the MSA.

7.8 Accuracy of Documentation

Operational documentation is intended as a working record of the Client’s technology environment.

Because technology environments continually evolve, ARMOR ONE does not warrant that documentation will reflect every real-time change unless the applicable Services expressly include ongoing documentation management.

ARTICLE 8

Transition, Suspension, and Service Changes

8.1 Service Modifications

The Client may request modifications to the Services during the term of the Agreement. Requested modifications may include additions, removals, upgrades, downgrades, or other changes to the Services.

Any modification shall be documented through an updated Quote, Change Order, amended Statement of Work, or other written agreement executed by the parties, as applicable.

8.2 Addition of Services

The parties may add additional Services during the term of the Agreement by executing an additional Quote, incorporating one or more Service Attachments, or executing another written agreement.

Unless expressly stated otherwise, all additional Services shall become subject to the Master Services Agreement and this Statement of Work.

8.3 Removal of Services

The Client may request the removal of Services in accordance with the applicable contract term, renewal provisions, notice requirements, and other conditions contained within the Master Services Agreement and executed Quote.

Removal of one Service does not automatically terminate the parties’ remaining agreements unless expressly stated in writing.

8.4 Suspension of Services

ARMOR ONE may suspend all or part of the Services when permitted under the Master Services Agreement, including circumstances involving:

Material breach of the Agreement;
Failure to satisfy payment obligations;
Legal or regulatory requirements;
Protection of the security or integrity of systems;
Safety concerns; or
Other circumstances expressly authorized by the Master Services Agreement.

Where reasonably practicable, ARMOR ONE will provide advance notice prior to suspension.

8.5 Transition Assistance

Upon expiration or termination of the applicable Services, ARMOR ONE will cooperate in good faith to facilitate an orderly transition of the Client’s supported environment.

Transition assistance beyond the scope of the contracted Services may be provided as Professional Services and billed in accordance with the applicable Quote or ARMOR ONE’s then-current Professional Services rates.

8.6 Continuing Obligations

Termination or expiration of one Service shall not affect any remaining Services, Quotes, Service Attachments, or Statements of Work that remain in effect unless expressly stated otherwise.

ARTICLE 9

General Provisions

9.1 Incorporation by Reference

The following documents, as applicable, are incorporated into and form part of this Statement of Work:

Master Services Agreement;
Executed Quote(s);
Applicable Service Attachments;
Service Level Agreement(s);
Approved Change Orders; and
Any other written agreement expressly incorporated by reference.

9.2 Entire Operational Agreement

This Statement of Work governs the operational delivery of the Services purchased by the Client and shall be interpreted together with the Master Services Agreement and the executed Quote.

To the extent this SOW is silent on a particular legal matter, the provisions of the Master Services Agreement shall control.

9.3 Severability

If any provision of this Statement of Work is determined to be invalid or unenforceable, the remaining provisions shall remain in full force and effect to the maximum extent permitted by law.

9.4 Headings

Article and section headings are provided solely for convenience and shall not affect the interpretation of this Statement of Work.

9.5 Effective Date

This Statement of Work becomes effective upon the Effective Date identified in the applicable executed Quote unless otherwise expressly stated in writing.