Regional Support Terms and Conditions

The MOREnet Regional Support program is specifically designed to provide onsite support to small and medium sized member school districts and public libraries in a designated geographic region where local support expertise is often limited or unavailable. This professional service offering includes onsite support by a highly skilled, yet cost-effective regional support specialist to assist subscribing members with local networking and technology activities. This program is not designed to replace or displace existing technical staff or existing solutions at a member location, but rather to complement and supplement existing staff and existing solutions.

Terms and Conditions

An electronic service agreement must be executed to subscribe to the Regional Support Program.
Signed electronic service agreements will be reviewed and fully executed in the order received by MOREnet and as long as regional resources are available to assign.
MOREnet service policies apply.
To comply with best practices for networking and cybersecurity, including MUSIC requirements and DESE MSIP 6 guidelines, the following solutions must be in place on the member network and active for the duration of the Regional Support subscription:
- An Endpoint Detection and Response (EDR/MDR) solution to monitor all endpoints.
- A regular and routine Network Backup solution for all critical systems to support recovery capabilities.
Member must actively subscribe to a MOREnet Full Membership Service package and continue active Full status for the duration of the Regional Support subscription.
Member should have a MOREnet connection for the duration of the Regional Support subscription to enable our specialists to provide the greatest level of connectivity management and support.
A network, cybersecurity and wireless assessment will be performed by MOREnet staff upon execution of an electronic service agreement for the Regional Support service. These assessments will help the MOREnet team determine the health of the member network and presence of essential services and required solutions before Regional Support begins.
The regional specialist may assist subscribing members with technologies and solutions as described in Service Scope below.
Regional Support will be invoiced monthly, payments are due upon receipt of invoice and can be made online using the University of Missouri’s payment portal.
Should member require additional onsite support beyond the current subscription, a new electronic service agreement must be executed.
Member may cancel the Regional Support subscription by providing 30 days’ written notice to MOREnet, no refunds will be issued for this subscription service.

Regional Program Service Scope

MOREnet responsibilities
1. Perform an onsite network, cybersecurity and wireless assessment at the beginning of the Regional Support engagement, provide recommendations for updates or improvements to member contact(s) that our Regional Specialist will help support.
2. Confirm routine, scheduled onsite support windows with member, which will be planned between Monday-Friday (8am-5pm), as determined by subscription level (half days, full days); no support will be scheduled over weekends or university holidays, without prior approval.
3. Maintain and update member devices and network equipment for critical patches and security updates for current versions of windows operating systems and district-approved applications, coordinating with member’s vendors for maintenance or installation, as appropriate.
4. Verify and maintain health of member’s network equipment (wired and wireless).
5. Work with member staff as needed to maintain best practices for security and computer use.
6. Break/fix support of user devices is limited; local member-coordinated support plan including a reasonable spare inventory is encouraged.
7. Create and process support cases for specific work performed, viewable by member online via MyMOREnet, requires a user login.
8. Monitor and routinely test member Network Backup solutions for success.
9. Maintain userid/passwords necessary to access member equipment and applications.
10. Assist member leadership to ensure local network capacity planning, future purchases including connectivity growth, and E-Rate eligibility/compliance, as applicable.
11. Troubleshoot network connectivity/end devices.
12. Coordinate repairs and outages to minimize impact to member functions and ensure critical services are restored as quickly as possible, coordinate with service providers and provide timely updates to member leadership as defined.
13. Advise and/or coordinate implementation of additional solutions, which may include MOREnet services, as member approves.
14. Address additional local area network and technology items as needed.
Member responsibilities
1. Member will identify a primary point of contact for the Regional Specialist and provide cell phone contact information.
2. Should subscribing member require urgent technical assistance when the Regional Specialist is not onsite, primary point of contact will call MOREnet as normal, or create a case in MyMOREnet.
3. Primary contact will prioritize support cases and ensure building access for Regional Specialist to ensure success, includes coordination of afterhours building access as previously arranged.
4. District is responsible for purchasing and/or leasing all support, licensing, and ensuring appropriate maintenance agreements for hardware and software.
Services Outside the Scope of the MOREnet Regional Support Program
1. MOREnet does not perform the following services, but will assist the member organization in acquiring these services and/or additional services as desired:
  1. Inside or outside wiring installation or repair
  2. Voice services (VoIP, phone services)
  3. Security cameras
  4. Student information system
  5. Printer/copier maintenance and management
2. As always, Full MSP members should contact MOREnet help@more.net for questions and support that is outside the defined scope for this program offering.