“Agreement” means any arrangement between Us and You (whether alone or in conjunction with any other person) for Services and/or the provision of Goods provided by Us under an arrangement in connection with Work agreed to be done or progressed for or on behalf of You or any other person at Your request, including as set out in this Agreement and any corresponding Proposal;
“Plan Fee” means a quote provided to You by Us;
“Proposal” means a Quote or Proposal provided to You by Us;
“Rate Schedule” means the schedule of rates, charges and conditions for the services of Ours as set, and as may be varied, by Us from time to time in Our absolute discretion;
“Recommended Technology Platform” is the list of Software and Hardware found at updated by Us from time to time.
“Response Time” Response Time is measured as the difference between the time We are first notified of a New Service Request as per the process outlined in our General Terms and Conditions and the time that We start providing Service on the Service Request. We do not count any triage, scheduling or dispatch work when calculating Response Times.
“Services” means the provision of any services by Us including Work, advice and recommendations;
“Service Request” means any request for work that either you ask us to perform or we perform proactively on your behalf;
“Software” includes software and any installation, update, associated software and any services provided in connection with any of these things;
The following table shows the Guaranteed Response times for each priority level and provides priority level examples.
The Response Time Guarantee does not apply to:
Additions, moves or changes to users, devices, configurations, or network
Issues lodged in any other manner than specified in this Agreement and our General Terms and Conditions
Issues lodged outside Our Business Hours
Items caused by Hardware or Software not meeting our Minimum Standards
Service Requests related to Software not on our Approved Software List
Service Requests for issues that have been caused by You not acting on advice or recommendations given by Us
Service Requests for Issues caused by You or third parties modifying any Hardware or Software Configuration
Service Requests for issues related to user-initiated Virus and Malware Infections
Service Requests for Issues involving the sourcing of hardware/software
Service Requests for Hardware and Software issues of items that are not under current warranty or maintenance coverage
The following minimum standards outline the requirements that clients must meet to access and utilize our services effectively:
Operating Systems: Clients must use operating systems that are actively supported by the respective vendors. Acceptable operating systems include, but are not limited to, Windows 10, macOS Big Sur, and Ubuntu 20.04 LTS.
Applications: Clients must have essential applications installed to access and utilize our services optimally. This includes web browsers such as Google Chrome or Mozilla Firefox, productivity suites like Microsoft Office or Google Workspace, and any specialized software required for the specific service.
Servers: For clients managing their own servers, they must ensure that their server infrastructure meets industry standards for security, performance, and reliability. This includes regular maintenance, updates, and adherence to best practices for server management.
Equipment and Hardware States: Clients must possess hardware devices, including servers, that meet the performance and compatibility requirements of our services. This includes parameters such as minimum processor speed, RAM capacity, available storage space, screen resolution, and network connectivity. Adequate hardware ensures smooth and efficient utilization of our services.
End-of-Life Technology: Clients must refrain from using end-of-life technology that is no longer supported by the manufacturer or vendor. Continued use of such technology may pose security risks and compatibility issues, which can impact the effectiveness of our services.
Failure to meet these minimum standards may result in limitations or disruptions in accessing and utilizing our services effectively.
These are the minimum standards for hardware and operating systems.
Minimum Hardware Specifications for Servers:
Processor (CPU):
Multi-core processor (e.g., Intel Xeon or AMD EPYC) with a minimum clock speed of 2.0 GHz.
Dual processors recommended for high-demand environments.
Memory (RAM):
Minimum 16 GB of RAM for basic server functionality.
Higher RAM capacity (e.g., 32 GB or more) recommended for resource-intensive applications or virtualization.
Storage:
Solid State Drives (SSDs) or Hard Disk Drives (HDDs) with sufficient capacity for operating system, applications, and data storage.
RAID configuration for data redundancy and improved performance.
Consideration for storage scalability and expansion options.
Network Connectivity:
Gigabit Ethernet or higher for network connectivity.
Support for multiple network interfaces for redundancy and load balancing.
Operating System:
Compatibility with preferred server operating systems such as Windows Server, Linux distributions (e.g., Ubuntu Server, CentOS), or specialized server OS for specific applications (e.g., VMware ESXi).
Minimum Hardware Specifications for Workstations:
Processor (CPU):
Quad-core processor (e.g., Intel Core i5 or AMD Ryzen 5) with a minimum clock speed of 2.5 GHz.
Higher-end processors (e.g., Intel Core i7, AMD Ryzen 7) recommended for multitasking, multimedia editing, or graphic design.
Memory (RAM):
Minimum 8 GB of RAM for standard office productivity tasks.
Higher RAM capacity (e.g., 16 GB or more) recommended for multitasking, graphic design, or engineering applications.
Storage:
Solid State Drive (SSD) for improved system responsiveness and faster data access.
Adequate storage capacity for operating system, applications, and user data.
Graphics:
Dedicated graphics card (GPU) with sufficient VRAM for graphic-intensive applications (e.g., CAD, video editing, gaming).
Integrated graphics may suffice for standard office tasks but may not be suitable for demanding graphical workloads.
Display:
Monitor(s) with appropriate resolution and size for user requirements (e.g., Full HD, 4K).Support for multiple displays for enhanced productivity.
These specifications serve as a baseline for ensuring optimal performance and reliability for servers and workstations. Actual requirements may vary depending on specific use cases, software applications, and user preferences.
While we primarily support the software listed in the Approved Business Software section, we retain the discretion to address Service Requests related to other software installations. If we consider any Service Requests to fall outside the scope of this
Agreement, we will seek your approval before proceeding with any work.
Please note that the list of supported software may evolve over our partnership under this Agreement. Any updates to this list will be communicated via email to your Primary IT Contact.
Office Suites:
Microsoft Office 365
Internet Browsers:
Google Chrome
Mozilla Firefox
Microsoft Edge
Email Clients:
Microsoft Outlook
Graphics & Design:
Adobe Creative Cloud (Photoshop, Illustrator, InDesign)
Adobe Applications – Reader, Air, Shockwave
Communication & Collaboration:
Slack
Microsoft Teams
Zoom
Skype for Business
File Sharing & Storage:
Dropbox
Google Drive
Microsoft OneDrive
Utilities:
Java Runtime Environment
7 Zip
(1) Only applies to when using the Backup Platforms in our Recommended Technology Platform.
(2) This assumes that you already have the back-end systems and company-wide configurations all setup and configured for this product. If you don’t, then We will discuss with You the scope of any potential Project and send You a separate Proposal for your review.
(3) As you can appreciate, it’s hard to build a profitable and sustainable business offering “Unlimited Support” at a reasonable price for items that we didn’t recommend, sell and install. As such, if the Hardware we are troubleshooting was not purchased from us and/or the device is not currently covered by the Manufacturer’s warranty, a care pack or a maintenance agreement, then it is in Our sole discretion as to whether We will cover this work under the Scope of this Agreement or set it as Billable Out of Scope work.
As such, if the hardware we are troubleshooting was not purchased from us and/or the device is not currently covered by the manufacturer’s warranty or a maintenance agreement, then it is at our sole discretion whether we will cover this work under the scope of this agreement or set it as billable out-of-scope work.
Onsite Technology Business Review | Quarterly | Yes
End-User Office 365 Training Program | 24x7x365 | Yes
Add / Edit / Delete User Accounts | As Needed | Yes
Forgotten Password Resets | As Needed | Yes
Archive Old User Accounts (Backup Email & Files) | As Needed | Yes
Setup & Maintain Security Groups | As Needed | Yes
Setup & Maintain Network Drives | As Needed | Yes
Restore Files from Backups (1) | As Needed | Yes
Troubleshoot Operating System Not Working | As Needed | Yes
Troubleshoot Microsoft Office Not Working | As Needed | Yes
Troubleshoot Anti-Virus Not Working | As Needed | Yes
Reboot Servers | As Needed | Yes
Troubleshoot Hardware Issues (3) | As Needed | Yes
Hard Drive Clean-up (Remove Temp & Unnecessary Files) | As Needed | Yes
Warranty Claim Processing (3) | As Needed | Yes
Microsoft Patch Management (Service Packs & Updates) | Daily | Yes
Update Approved 3rd Party Applications (Adobe Flash, Adobe Reader, PDF Creator, Java, 7-Zip) | Daily | Yes
Monitor all Critical Server and Computer Services and Fix | 24x7x365 | Yes
Monitor Anti-Virus Running & Protection Enabled | 24x7x365 | Yes
Monitor Anti-Virus Definitions +Updating Correctly | 24x7x365 | Yes
Monitor Anti-Malware Running & Protection Enabled | 24x7x365 | Yes
Monitor Hard Disk Health + Space & Defrag if Necessary | 24x7x365 | Yes
Monitor High CPU Usage | 24x7x365 | Yes
Monitor Security and Event Logs | 24x7x365 | Yes
Roll out our Best Practice Security Policies | On-Going | Yes
Monitor Server and Computer Backups (1) | 24x7x365 | Yes
Troubleshoot Server and Computer Backup Failures (1) | As Needed | Yes
Monitor Office365 Backups (1) | 24x7x365 | Yes
Troubleshoot Office365 Backup Failures (1) | As Needed | Yes
Manual Test Restore & Report of All Approved Backups (1)| Monthly | Yes
Clear & Reset Printer Queues | As Needed | Yes
Troubleshoot Printer Issues | As Needed | Yes
Add / Edit / Delete Printer Mapping Group Policies | As Needed | Yes
Troubleshoot Printer Hardware Issues (3) | As Needed| Yes
Warranty Claim Processing (3)
Troubleshoot Internet Service Provider Issues & Outages| As Needed | Yes
Troubleshoot Network Switch Issues | As Needed | Yes
Troubleshoot Wi-Fi Access Point Issues | As Needed | Yes
Update Wi-Fi SSID / Keys | As Needed | Yes
Troubleshoot Router Issues | As Needed | Yes
Troubleshoot Firewall Issues | As Needed | Yes
Firewall Security Audit and Adjustment | Monthly | Yes
Monitor Network Switches Operations & Availability | 24x7x365 | Yes
Monitor Wi-Fi Access Points Operations & Availability | 24x7x365 | Yes
Warranty Claim Processing (3)
Add / Edit / Delete MX Records | As Needed | Yes
Add / Edit / Delete TXT Records | As Needed | Yes
Add / Edit / Delete PTR Records | As Needed | Yes
Add / Edit / Delete CNAME Records | As Needed | Yes
Add / Edit / Delete A Records | As Needed | Yes
Configure Outlook or Mail App (2) | As Needed | Yes
Configure Skype for Business App (2) | As Needed | Yes
Configure OneDrive for Business App (2) | As Needed | Yes
Configure Teams for Business App | As Needed | Yes
Add / Edit / Delete A Records | As Needed | Yes
Add / Edit / Delete User Accounts | As Needed | Yes
Add / Edit / Delete User and Security Groups | As Needed | Yes
Add / Edit / Delete Shared Mailboxes | As Needed | Yes
Add / Edit / Delete Distribution Groups | As Needed | Yes
Forgotten Password Resets | As Needed | Yes
Archive Old User Accounts (Backup Email & OneDrive) | As Needed | Yes
Restore Files from Backups (1) | As Needed | Yes
Install & Connect OneDrive Desktop Client (2) | As Needed | Yes
Install & Connect Skype for Business Desktop Client (2) | As Needed | Yes
Install & Connect Teams Desktop Client (2) | As Needed | Yes
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