Service Agreement
The Service Provider is agreeable to provide such services to the Customer on the terms and conditions set out in this Agreement.
IN CONSIDERATON OF the matters described above and of the mutual benefits and obligations set forth in this Agreement, the receipt and sufficiency of which consideration is hereby acknowledged, the Customer and the Service Provider (individually the “Party” and collectively the “Parties” to this Agreement) agrees as follows:
Services Provided
The Customer herby agrees to engage the Service Provider to provide the Customer with services (the “Services”) consisting of
Remote Management Agent installed on the Device/Devices outlined above inclusive of;
Monitored Anti Virus and Anti- Malware.
Remote Support Access allowing the service provider remote access to the Device/Devices outlined above.
Patch/Update Management supporting in Windows and Mac Operating system updates. This does not include system version upgrades.
Remote and or Onsite IT Support.
Remote IT Support will be delivered via telephone, email or chat session between the designated business hours outlined below on the Device/Devices outlined above.
Unlimited Remote IT Support will be provided to all Devices outlined as receiving Plus/Complete Support above.
Projects outside of the span of services described in this service agreement or as determined by Technology Solve as additional project work, are not included in Unlimited Remote IT Support, and will be quoted and billed at an hourly rate.
Unlimited Remote IT Support will not be provided on any devices not outlined on this agreement including but not limited to; printers, cell phones, tablets, and any other technical devices.
Facilitation of 3rd party application technical issues is provided and included in Unlimited Remote IT Support. Facilitation of 3rd party technical issues includes logging tickets with said 3rd party application vendors and supporting in technical conversations of 3rd party vendors. Technology Solve is not responsible for resolving any 3rd party application technical issues.
Remote IT Support charged out at our hourly rate will be provided to all Devices outlined as receiving Essential Support above.
Onsite IT Support charged out at quoted hourly rates will be provided to all Devices receiving Essential and or Plus Support above.
Onsite IT Support provided outside of business hours will be charged out at after hours or emergency rates.
Unlimited Onsite IT Support will be provided to all devices receiving Complete Support.
Onsite IT Support provided outside of business hours will be charged out at after hours or emergency rates.
Technology Solve has right of refusal for providing service support on service requests deemed outside of the span of work required to be provided by this contract.
All Remote/Onsite IT Support requests should be initiated through the outlined Technology Solve Support Request Protocol.
Support Services Contract Support Hours
Support Services contractual support hours are as follows; Monday to Friday 8am – 6pm CST. These hours are subject to change. Notification of change of hours would be made to customer 7 days before effective.
After hours rates apply during the hours of 6pm CST – 8am CST Monday to Friday and Saturday and Sunday. Unless specifically outlined in your contract.
Statutory holidays are subject to change in contract support hours.
Services Not Included
Onsite Information Technology Support will be quoted and billed at an hourly Onsite IT Support Price which will be determined and outlined at the time of quoting.
After hours, Remote Support will be quoted and billed at the designated After-Hours Remote Support hourly fee at the time the service is provided.
Technology Solve is not responsible for the loss or damage of any data during a remote session.
Term of Agreement
In the event that either Party wishes to terminate this Agreement, the “Customer” will be required to provide thirty (30) days’ notice from the 1st of the following billing month to the “Service Provider” and pay associated service fees based on services provided in the designated notice time. The “Service Provider” will be required to provide fourteen (14) days’ notice from the 1st of the following billing month to the “Customer”.
Service Fee
For the services rendered by the “Service Provider” as required by this Agreement, the “Customer” will provide the service fee (the “Service Fee”) to the “Service Provider”. The “Customer” agrees to pay “the service fee” per Device due on the 1st of every month. The contract service fee is subject to change annually. The Device/Devices noted above outlined by its identification number will be provided with the services outlined in this contract.
Additional fees may be required. Taxes are not outlined in this service agreement.
The “Service Fee” of $35.00 per device will due upon the 1st day of every month following the date of this agreement. This contract is automatically renewed each month unless cancelled with due notice as outlined in agreement by either Party.
The “Service Fee” will be due annually at $350.00 per device if the customer agrees on the annual plan. This contract will automatically be renewed each year unless cancelled with due notice as outlined in agreement by either party
3% interest will be charged on the 5th of each month that the “Service Fee” is not received by Technology Solve on the 1st of each month. Services will be immediately suspended on the 10th of each month if the “Service Fee” and “Late Fee” have not been received and paid in full too Technology Solve. To reinstate services, all outstanding fees must be paid in full. Technology Solve does not reverse interest charges. Interest charges must be paid in full before services can be turned back on.
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