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Customer Responsibilities

What we ask of our clients so the services work as designed.

Last Updated: September 25, 2026

This page is referenced by Triada Networks Statements of Work (“SOW”). The version published on the Effective Date of your SOW applies to that SOW. It summarizes and supplements the obligations in the Master Services Agreement and the Services Guide; where they differ, the Master Services Agreement governs.

Managed services work when both parties hold up their end. Customer agrees to the following for the Term of the SOW.

Access and cooperation

  1. Access to the environment. Grant Triada and its designated Third-Party Providers the access needed to monitor, diagnose, and manage the environment, including installing software agents on covered devices.
  2. Required consents. Obtain and maintain any licenses, consents, or approvals needed for Triada to access and work in the environment and with Customer’s data.
  3. Authorized contacts. Designate one or more Authorized Contacts who can give Triada direction and approvals, and notify Triada in writing when they change.
  4. Timely participation. Respond to Triada’s requests for information, approvals, and scheduling within a reasonable time. Delays caused by Customer’s unavailability are Client-Side Downtime and suspend Triada’s response objectives.
  5. Onboarding engagement. During implementation, provide the access, information, and personnel needed to reach the Go-Live Date.

Maintaining the environment

  1. Minimum standards. Keep the environment in compliance with Suitability of Environment for the whole Term.
  2. No unauthorized changes. Do not add, remove, move, or reconfigure hardware, install software, or change the configuration of managed systems or third-party services without Triada’s prior knowledge and consent. Customer is responsible for any issues or increased fees that result from unauthorized changes.
  3. Follow written advice. Act promptly on Triada’s written recommendations, including replacing obsolete equipment and adding capacity. Triada is not responsible for issues caused by advice that was not followed.
  4. Physical security and power. Provide physical security for all equipment, and UPS protection and adequate power at every location.
  5. Legacy devices. Replace end-of-life hardware and software when Triada requests it, or accept that such devices are supported on a best-effort basis only.

Security practices

  1. Multi-factor authentication. Use the multi-factor authentication software Triada provides on the productivity suite and all externally available applications, keep dependent software current, and train employees to comply.
  2. Administrative access. Do not grant administrative or root access to the environment to anyone other than Triada without Triada’s written agreement. Where Customer holds administrative or emergency credentials, the Administrative Access Credentials and Break Glass Credentials terms below apply.
  3. Security awareness. Ensure employees complete the security-awareness training and phishing simulations included in the SOW, and report suspected phishing or compromise to Triada immediately.
  4. Reporting incidents. Report suspected security incidents to Triada by telephone and email as a Priority 1 request under the Service Level Objective.
  5. Data protection. Encrypt sensitive data at the application level where required by law or by Customer’s own obligations, and keep a local copy of critical data in addition to managed backups.
  6. AI tools. Establish and enforce acceptable-use policies for artificial-intelligence tools, train employees on them, and decide which data may be used with such tools, as described in the SOW.

Commercial

  1. Fees. Pay invoices when due, including pass-through licensing, Miscellaneous Expenses, and applicable taxes, as described in the SOW and the Master Services Agreement.
  2. User counts. Notify Triada promptly of employee additions and departures so that user and endpoint counts stay accurate. Counts are reviewed and invoiced monthly, subject to the minimum stated in the SOW.
  3. Third-party terms. Comply with the terms and conditions of Third-Party Providers whose products or services are included in the SOW.
  4. Return of Triada property. Return any Triada-owned equipment within seven (7) days of request or of the end of the SOW.

Administrative Access Credentials

Where Customer has been provided with separate administrative access credentials to systems, networks, or applications (“Admin Access”), Triada expressly disclaims all liability for any modifications, changes, configurations, or alterations made by Customer or Customer’s personnel using Admin Access. Triada further disclaims liability for any security breaches, data loss, system failures, or other incidents resulting from the use, misuse, or compromise of Admin Access credentials, as well as any unauthorized access to Customer systems resulting from Customer’s handling, storage, or sharing of Admin Access credentials.

Customer acknowledges and agrees that Customer assumes full responsibility for all actions taken using Admin Access credentials and will maintain the confidentiality and security of all Admin Access credentials. Customer further acknowledges that any use of Admin Access credentials, whether authorized or unauthorized, is at Customer’s sole risk.

Any work performed by Triada to remediate, repair, restore, or otherwise address issues arising from or related to the use of Admin Access credentials shall be billed at Triada’s then-current emergency or rush rates, regardless of when such work is performed or whether it occurs during regular business hours. This includes, but is not limited to, system restoration or recovery, security incident response, configuration correction or rollback, and data recovery or reconstruction.

Customer agrees to indemnify and hold harmless Triada from any claims, damages, losses, or expenses arising from Customer’s use of Admin Access credentials.

Break Glass Credentials

Triada may, in its sole discretion, provide Customer with emergency access credentials (“Break Glass Credentials”) for use solely in emergency situations where normal access methods are unavailable. Customer acknowledges and agrees that:

(a) Restricted Use. Break Glass Credentials may only be used with Triada’s prior written consent, which consent may be withheld in Triada’s sole discretion. Any use of Break Glass Credentials without such written consent constitutes a material breach of the SOW.

(b) Confidentiality. Break Glass Credentials are confidential and proprietary to Triada. Customer shall not disclose, share, or provide access to Break Glass Credentials to any third party, including Customer’s employees, contractors, or agents, without Triada’s express written authorization.

(c) Breach Remedies. In the event Customer violates the restrictions set forth in subsections (a) or (b) above, Customer shall immediately:

  • (i) Pay Triada’s then-current emergency time and materials rates for all time and materials incurred by Triada to investigate the breach, remediate any security vulnerabilities, and issue replacement credentials; and
  • (ii) Reimburse Triada for any additional costs, damages, or expenses resulting from such breach.

(d) Termination Rights. Upon any violation of this Section, Triada reserves the right, in addition to all other remedies available at law or in equity, to declare that Customer has terminated the applicable Statement of Work for convenience. In such event, Customer shall pay Triada the Early Termination Fee as defined in the SOW.

(e) LIMITATION OF LIABILITY AND INDEMNIFICATION. CUSTOMER ACKNOWLEDGES THAT USE OF BREAK GLASS CREDENTIALS INVOLVES INHERENT RISKS AND POTENTIAL SECURITY VULNERABILITIES. TO THE FULLEST EXTENT PERMITTED BY LAW, TRIADA SHALL HAVE NO LIABILITY WHATSOEVER FOR ANY DAMAGES, LOSSES, COSTS, EXPENSES, CLAIMS, OR LIABILITIES OF ANY KIND ARISING FROM OR RELATED TO CUSTOMER’S USE OF BREAK GLASS CREDENTIALS, REGARDLESS OF WHETHER SUCH USE IS AUTHORIZED OR UNAUTHORIZED. CUSTOMER AGREES TO DEFEND, INDEMNIFY, AND HOLD HARMLESS TRIADA, ITS AFFILIATES, OFFICERS, DIRECTORS, EMPLOYEES, AND AGENTS FROM AND AGAINST ANY AND ALL CLAIMS, DAMAGES, LOSSES, COSTS, AND EXPENSES (INCLUDING REASONABLE ATTORNEYS’ FEES) ARISING FROM OR RELATED TO CUSTOMER’S USE OF BREAK GLASS CREDENTIALS.