Service Agreement

DEFINITIONS & INTERPRETATIONS

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;

GUARANTEED RESPONSE TIMES & PRIORITY LEVELS

The following table shows the Guaranteed Response times for each priority level and provides priority level examples.  

SLA Chart response times

RESPONSE TIME GUARANTEE EXCLUSION LIST

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

 

MINIMUM STANDARDS

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.

APPROVED BUSINESS SOFTWARE

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

Agreement Inclusion List

(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.

Description

Fequency

Included

Consulting

Onsite Technology Business Review | Quarterly | Yes

End-User Office 365 Training Program | 24x7x365 | Yes

Desktops, Laptops and Servers

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

Backups and Disaster Recovery

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

Printers

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)

Network

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)

Domain Names

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

Mobile Phones & Tablets

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

Office 365

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