Definition

“Moves, Adds, or Changes” (“MAC”) means any Client-requested or Client-necessitated action that requires Provider to implement, modify, remove, reconfigure, or execute changes to any user, device, system, application, service, configuration, permission, security control, or data within the Client environment beyond routine monitoring, oversight, administration, and maintenance.

MACs constitute execution labor and are not included in recurring fees unless expressly stated in a Service Order.

Includes

MACs include, without limitation:

Provisioning, onboarding, or removal of users
Provisioning, configuration, replacement, or removal of devices
Changes to access rights, roles, licenses, policies, or security controls
System, application, network, or identity configuration changes
Implementation of new services, features, integrations, or workflows
Modifications required due to Client organizational, staffing, or operational changes

Exclusions

MACs do not include:

Passive monitoring and alerting
Routine system health checks
License tracking and compliance monitoring
Documentation maintenance
Advisory, planning, or strategic guidance
Vendor coordination or escalation
Automated tasks performed without Provider labor

Billing & Classification

Unless expressly included in a Service Order:

MACs are billable professional services
MACs may be billed on a time-and-materials, prepaid, or project basis
Provider may classify MACs as standard or complex based on scope, risk, or effort required

Automation

Provider may utilize automation to perform MACs. The use of automation does not alter the classification or billability of a MAC unless expressly stated in writing.

Authority