// The guarantees

Five promises. Each one pays you when it’s missed.

Wait more than 5 minutes for a live expert and you get $100. Every guarantee below says who it covers, what you get, and the limits that apply, so you know exactly what you’re signing.

// At a glance

What you get, and who it covers

Guarantee	Who it covers	What you get
Fast IT support, guaranteed	All ManageIT plans	Wait more than 5 minutes for a live expert and you get a $100 credit on your next invoice.
Ransomware recovery assurance	ManageIT Plus & Pro, with DivergeIT immutable backup	Hit by ransomware anyway? You are restored to your pre-attack state at no charge.
Seamless transition to DivergeIT	New ManageIT agreements	If switching disrupts your operations, your first 30 days of service are credited in full.
Guaranteed action on feedback	All ManageIT plans	If your concern still isn’t resolved, you get a $50 gift of your choice.
Free annual cybersecurity assessment	Any SecureIT plan (SecureIT is included with every ManageIT plan)	You get the assessment and a prioritized list of recommendations, free, every year.

01 · All ManageIT plans

Fast IT support, guaranteed

Reach a live expert within 5 minutes, or you get a $100 credit on your next bill.

When something breaks, you talk to a person who can fix it, fast, so your business stays on track.

Rapid connection

A live IT expert picks up your phone call or live chat within 5 minutes of your request.
Your credit

Wait longer than 5 minutes and you get a $100 credit on your next invoice.
Real expertise

Once you are connected, that expert works your issue with one goal: get you back to work.

Limits & conditions

Request types: Only requests through the support hotline or DivergeIT live chat qualify. Email and portal requests are not eligible.
Out-of-scope requests: Requests for services that are not part of your ManageIT plan.
Connectivity issues: Delays caused by your own internet or phone service are excluded.
Credit limit: $100 per qualifying incident, up to $300 per billing cycle.
Reporting: Report a missed connection within 24 hours of the request. DivergeIT investigates and, if validated, credits your next invoice.

02 · ManageIT Plus & Pro, with DivergeIT immutable backup

Ransomware recovery assurance

If you are hit by ransomware, your operations are restored to their pre-attack state, free of charge.

Owning your IT means owning the hardest day too. If ransomware gets through, you don’t pay DivergeIT to get your business back.

Rapid response

The threat is contained the moment it is detected, to limit the damage.
Full restoration

Your servers and cloud systems are restored, with their data, to the state they were in before the attack.
Zero-cost recovery

You pay no DivergeIT charges for the restoration and recovery effort.

Requirements

You need ManageIT Plus or Pro, with these DivergeIT-provided immutable backup products:

Microsoft 365 users: Exchange, OneDrive, Teams and SharePoint data.
Google Workspace users: Tasks, Contacts, Documents, Email and Calendar data.
Microsoft Windows servers: operating system, roles, configuration and file data.

Limits & conditions

Verification of attack: The disruption must be confirmed as ransomware, not hardware failure, software corruption or user error. You provide verifiable evidence (ransom notes, encrypted files, logs of unauthorized encryption). If forensic analysis can’t confirm an attack, the guarantee does not apply.
Timely reporting: Report a suspected attack within 24 hours of detecting it. Delays that cause data loss beyond recoverable backups affect the guarantee.
No prior compromise: Excluded if the attack continues an unresolved earlier breach, or comes from known vulnerabilities you chose not to address after a DivergeIT security recommendation.
Damage limitation: If your data can’t be restored, damages are limited to six months of the services you paid for.
Covered accounts: Microsoft 365 and Google Workspace user accounts, subject to the requirements above.
Covered data: Only data backed up through the required immutable backup systems. Data on desktops, laptops or other endpoints is covered only if it is backed up to them.
Remote worker devices: Ship the device to DivergeIT or bring it to your office for service.
Software: Third-party software DivergeIT doesn’t provide or manage is not covered: only Microsoft 365, Google Workspace and the Windows Server operating system.
Desktop restoration: Desktops and laptops are restored to a working state with the operating system and managed software. Custom settings, third-party apps and local data are yours to restore.
Physical damage: Repairing or replacing physically damaged hardware is not covered.
Security policies: Excluded if the attack results from not following DivergeIT’s recommended security policies and procedures.
Withheld information: Excluded if information that could have prevented the attack was withheld.
Non-standard use: Excluded if the attack results from non-standard or inappropriate use of your systems.

03 · New ManageIT agreements

Seamless transition to DivergeIT

Your move to DivergeIT is seamless, or your first 30 days of service are credited in full.

Switching providers shouldn’t disrupt your business. Onboarding is built so it doesn’t, and if it does, your first thirty days are on DivergeIT.

No disruption

Onboarding is planned so your operations keep running.
Hands-on help

Experts work beside your team through every step of the migration.
Your credit

If the transition isn’t seamless, your first 30 days of service are credited in full.

What counts as a disruption

A verified, measurable and avoidable impact on your critical operations, caused by DivergeIT’s transition process, that stops you working without a workaround:

System downtime.: Unplanned unavailability of critical IT systems or services caused by the migration.
Workflow disruption.: Significant delays, or employees unable to do essential work, because of the transition.
Loss of data.: Preventable data loss or corruption during the migration, caused by DivergeIT not following established procedures.

Limits & conditions

Scope of services: Only services in your signed DivergeIT agreement.
Your cooperation: You provide timely access, information and resources. Delays on your side void the guarantee.
Pre-existing issues: Disruptions from technical issues that weren’t disclosed before onboarding are not covered.
Critical workflows: You identify your critical workflows and systems before the transition starts.
Reporting: Report a disruption within 7 days of migration completion. DivergeIT investigates and, if validated, credits your first 30 days in full.

04 · All ManageIT plans

Guaranteed action on feedback

Unresolved feedback gets an action plan and a personal call, and if it still isn’t resolved, you get a gift.

Your satisfaction is measured on every ticket. When you ask for follow-up, you get a plan and a conversation, not a form letter.

A plan for your concern

After a ticket closes, request follow-up in the satisfaction survey. Your concern is reviewed and you get a tailored action plan.
Personal follow-up

You get a direct call to talk through the concern and the plan.
Your gift

If the plan doesn’t resolve your concern, you get a personal gift.

Limits & conditions

How to ask: Use the satisfaction survey sent when a ticket closes and include “Please contact me”. Without it, feedback is informational with no follow-up obligation.
Scope: Feedback about services in your current DivergeIT agreement.
Timeline: Addressed within 5 business days of submission, once the necessary details are provided.
Eligibility: Not for feedback unrelated to DivergeIT’s services, or anonymous feedback without a follow-up request.
The gift: A $50 Amazon gift card, Starbucks card, AMEX card or DivergeIT credit: your choice.

05 · Any SecureIT plan (SecureIT is included with every ManageIT plan)

Free annual cybersecurity assessment

A comprehensive cybersecurity assessment every year, free.

Once a year you get a review of your vulnerabilities and risks against industry best practice, with clear recommendations to strengthen your security.

Annual assessment

A detailed review each year to find vulnerabilities and risks and check your systems against best practice.
Clear recommendations

Actionable recommendations to close any weaknesses found.
No hidden fees

Included in your agreement at no extra cost.

Limits & conditions

Eligibility: An active SecureIT subscription. SecureIT comes with every ManageIT plan: SecureIT Core with ManageIT Core and Plus, SecureIT Plus with ManageIT Pro.
Scope: Systems, software and configurations DivergeIT manages. Anything outside DivergeIT’s management is not assessed.
Timing: Scheduled within the annual period, at a time you coordinate.
Your cooperation: Timely access to systems and resources. Delays on your side may void that year’s assessment.
Exclusions: Remediation isn’t included. Putting recommendations in place may need additional, billable services.

// Applies to every guarantee

General limits

These conditions apply to all five guarantees. Your Master Services Agreement governs.

Eligibility: Customers signing a new ManageIT agreement with DivergeIT.
Force majeure: Obligations are excused by causes beyond DivergeIT’s reasonable control, such as illness or accident of key personnel, riot, strike, epidemic or acts of God. You are notified in writing of the cause and likely duration; if performance doesn’t resume within 30 days of that notice, you may terminate by written notice.
End-of-life devices: Only software and operating systems their manufacturer still supports. End-of-life Windows servers, desktops and laptops, and Apple devices Apple no longer supports, are not covered.
Age of hardware: Server and desktop hardware must be under 5 years old, or bought new in the last 5 years.
Software: Third-party software DivergeIT doesn’t provide or manage is not covered: only Microsoft 365, Google Workspace and the Windows operating system.
External factors: Disruptions from ISP issues, power outages or other factors outside DivergeIT’s control.
Unmanaged devices: Devices DivergeIT doesn’t manage, including personal devices used for business.
Withheld information: Excluded if information that could have prevented the incident was withheld.
Unpaid services: No guarantee applies while a DivergeIT balance is outstanding.
Non-standard configurations: Systems configured in a non-standard way without DivergeIT’s knowledge and approval are excluded.
Non-standard use: Excluded where the incident results from non-standard or inappropriate use of your systems.
Amendments: DivergeIT may modify or discontinue the guarantees with 30 days’ written notice.

Read the current agreements, or see last quarter’s results against them.

// FAQ

Guarantee questions, answered

Who is eligible for the DivergeIT guarantees?

Customers signing a new ManageIT agreement. Each guarantee also names its own scope: the 5-minute live-expert credit and action on feedback cover every ManageIT plan, ransomware recovery covers ManageIT Plus and Pro with DivergeIT immutable backup, and the free annual cybersecurity assessment comes with any SecureIT plan, which every ManageIT plan includes.

How do I claim the $100 credit?

Call the support hotline or start a live chat. If you don’t reach a live expert within 5 minutes, report it within 24 hours. Once validated, $100 is credited on your next invoice, up to $300 per billing cycle. Email and portal requests aren’t eligible.

Is the 15-minute response time a guarantee?

It’s a service level in your agreement: critical issues get a response within 15 minutes on ManageIT Plus and Pro and 30 minutes on Core, measured against a 90% target. The guarantee with a credit attached is the 5-minute connection to a live expert.

Which document governs if this page and my agreement differ?

Your Master Services Agreement. This page explains the guarantees in plain language; the signed agreement is what applies.

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