## 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.