1. technology and computing

Improving performance with technology
T: 01904 409040
[email protected]
www.clearwave-es.com
Master Managed Services Agreement
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Clearwave Enterprise Solutions Limited
5 Audax Court, Audax Close, York, YO30 4RB
Improving performance with technology
Managed IT Services Agreement
1. Definitions
1.1 The definitions and rules of interpretation in this clause apply in this Agreement.
Customer:
the person, firm or company who purchases Services from the
Service Provider;
Network Monitoring: the Service Provider shall use software to monitor the Customer’s
network for slow or failing components;
Services:
the Services provided by the Service Provider set out in Appendix B
of this Agreement and as agreed from time to time;
Service Provider:
Clearwave Enterprise Solutions Limited Registered in England and
Wales, Company No: 07769044 of 5 Audax Court, York, YO30 4RB;
Vendor Management: the Service Provider, with the Customer’s authority, will act on
behalf of the Customer in resolving issues with goods or services
sold to the Customer by a third party.
Vendor Support
Agreement:
an agreement provided by a third party vendor to cover technical
support issues that involve the diagnosis or replacement of
hardware components.
Vendor-Supported:
a business service or product that is covered by a commercial
vendor support agreement.
VAT:
value added tax chargeable under English law for the time being and
any similar additional tax;
Project:
A predefined item of work that shall be billed separately to the
Customer.
Terms of Service
the end user terms of service for GFI Max Managed Online Backup, a
copy of which is available at [http://www.clearwavees.com/system/files/filedepot/1/MOB%20EULA.pdf].
Onsite Support:
where an issue requires onsite support this may be carried out by a
3rd party vendor or with the Customer’s consent the Service
Provider’s engineer, agent or contractor.
2. Agreement
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Clearwave Enterprise Solutions Limited
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2.1 This Agreement shall prevail over any inconsistent terms or conditions contained in, or
referred to in, the Customer's purchase order, confirmation of order, or specification, or
implied by law, trade custom, practice or course of dealing.
2.2 This Agreement is effective upon the date signed or the date the Services commence and
shall remain in force for a period of 1 year, and be reviewed annually to address any
necessary adjustments or modifications (the “Term”). Where the Services include Managed
Online Backup, you are deemed to have read and accepted the Terms of Service, a copy of
which is available at [http://www.clearwave-es.com/sites/default/files/MOB%20EULA.pdf]
2.3 The Agreement automatically renews for a subsequent period of 1 year beginning on the
day immediately following the end of the initial Term, unless either party gives the other
ninety (90) days prior written notice of its intent not to renew this Agreement, such notice
to expire before the annual renewal date.
2.4 This Agreement may be terminated by either party upon ninety (90) days written notice to
the other party if:
(a)
(b)
(c)
(d)
the other party fails to fulfil in any material respect its obligations under this
Agreement and does not cure such failure within thirty (30) days of receipt such
written notice;
the other party breaches any material term or condition of this Agreement and fails
to remedy such breach within thirty (30) days of receipt of such written notice;
the other party terminates or suspends its business operations, unless it is
succeeded by a permitted assignee under this Agreement; or
the other party ceases, or threatens to cease, to trade.
2.5 This Agreement may be terminated by the Service Provider upon ninety (90) days written
notice to the Customer.
2.6 If either party terminates this Agreement, the Service Provider will assist Customer in the
orderly termination of services, including timely transfer of the services to another
designated provider providing that the Customer agrees to pay the Service Provider the
actual costs of rendering such services.
2.7 Termination of the Agreement, however arising, shall not affect or prejudice the accrued
rights of the parties as at termination or the continuation of any provision expressly stated
to survive, or implicitly surviving, termination.
2.8 All sums payable to the Service Provider under this agreement shall become due
immediately on its termination, despite any other provision. This clause 2.8 is without
prejudice to any right to claim for interest under the law, or any such right under this
Agreement.
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Clearwave Enterprise Solutions Limited
5 Audax Court, Audax Close, York, YO30 4RB
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2.9 On termination of the Contract for any reason the Customer shall immediately pay to the
Service Provider all of the Service Provider's outstanding unpaid invoices, including all
payments until the end of the Term, together with applicable interest and, in respect of
Services supplied but for which no invoice has been submitted, the Service Provider shall
submit an invoice, which shall be payable by the Customer immediately on receipt.
3. Fees and Payment Schedule
3.1 The Fees for the Services will be at the agreed rate as set out in the services proposal plus
VAT per month, invoiced to Customer on a Monthly basis, and will become due and payable
on the first day of each month. The first month will include an additional one-time setup fee
equal to that of a full three months of the monthly service.
3.2 It is understood that any and all services requested by the Customer that fall outside of the
terms of this Agreement will be considered additional projects, and will be quoted and billed
as separate, individual projects in accordance with the Service Provider’s current charges as
amended from time to time.
3.3 Without prejudice to any other right or remedy that the Service Provider may have, if the
Customer fails to pay the Service Provider within 5 days of the due date the Service Provider
may:
(a)
charge interest on such sum from the due date for payment at the annual rate of
6% above the base lending rate from time to time of HSBC Bank plc, accruing on a
daily basis and being compounded quarterly until payment is made, whether
before or after any judgment. The Service Provider may claim interest under the
Late Payment of Commercial Debts (Interest) Act 1998; and
(b)
suspend all Services until payment has been made in full.
3.4 Time for payment shall be of the essence of the Agreement.
3.5 All payments payable to the Service Provider under the Agreement shall become due
immediately on termination of the Agreement, despite any other provision. This condition is
without prejudice to any right to claim for interest under the law, or any such right under
the Agreement.
3.6 The Service Provider may, without prejudice to any other rights it may have, set off any
liability of the Customer to the Service Provider against any liability of the Service Provider
to the Customer.
4. Service Provider’s Obligations
The Service Provider shall use reasonable endeavours to supply the Services in Appendix B and
meet the performance timescales specified, but any such dates shall be estimates only and time
shall not be of the essence of the Agreement.
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Clearwave Enterprise Solutions Limited
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5. Customer’s Obligations
5.1 The Customer shall:
(a)
co-operate with the Service Provider in all matters relating to the Services;
(b)
provide in a timely manner such access to the Customer's premises and data, and
such office accommodation and other facilities, as is requested by the Service
Provider;
(c)
where the Services include Managed Online Backup, comply in all material respects
with the Terms of Service;
(d)
provide in a timely manner such information as the Service Provider may request,
and ensure that such information is accurate in all material respects; and
(e)
be responsible (at its own cost) for preparing the relevant premises for the supply of
the Services.
5.2 In order for Customers existing environment to qualify for Service Providers Managed
Services, the following requirements must be met:
(a)
All Services with Microsoft Operating Systems must be running Windows 2003
Server or later, and have all the latest Microsoft Service Packs and Critical Updates
installed.
(b)
All Desktop PC’s and Notebooks/Laptops with Microsoft Windows Operating
Systems must be running Windows XP Pro Service Pack 3 or later and have all the
latest Microsoft Service Packs and Critical Updates installed.
(c)
All handheld devices must be installed with the manufacturers supplied operating
system.
(d)
All Server and Desktop Software must be Genuine, Licensed and Vendor-Supported.
(e)
The environment must have a currently licensed, up-to-date and Vendor-Supported
Server-based Antivirus Solution protecting all Servers, Desktop, Notebooks/Laptops
and Email.
(f)
The environment must have a currently licensed, vendor-supported server based
Backup Solution that can be monitored and send notification on job failures and
successes.
(g)
The environment must have a currently licensed, Vendor-Supported Hardware
Firewall between the Internal Network and the Internet.
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Clearwave Enterprise Solutions Limited
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(h)
All wireless data traffic in the environment must be securely encrypted.
(i)
There must be an outside static IP Address assigned to a network device allowing
Remote Desktop, Virtual Private Network access or SSH Access.
5.3 Any costs required to bring Customer’s environment up to these Minimum Standards are
not included in the Agreement and will be quoted for and charged separately.
5.4 If the Service Provider's performance of its obligations under the Agreement is prevented or
delayed by any act or omission of the Customer or the Customer's agents, sub-contractors or
employees, the Customer shall be liable to pay to the Service Provider on demand all
reasonable costs, charges or losses sustained or incurred by it (including, without limitation,
any direct or indirect consequential losses, loss of profit and loss of reputation, loss or
damage to property, injury to or death of any person and loss of opportunity to deploy
resources elsewhere), subject to the Service Provider confirming such costs, charges and
losses to the Customer in writing.
5.5 The Customer shall not, at any time from the date of the Agreement to the expiry of six
months after the completion of the Services, solicit or entice away from the Service Provider
or employ or attempt to employ any person who is, or has been, engaged as an employee or
sub-contractor of the Service Provider.
5.6 The Customer shall comply with the Terms of Service and shall indemnify the Service
Provider against all liabilities, costs, expenses, damages and losses (including any direct,
indirect or consequential losses, loss of profit, loss of reputation and all interest, penalties
and legal and other reasonable professional costs and expenses) suffered or incurred by the
Service Provider arising out of or in connection with the Customer's breach of the Terms of
Service.
6. Change Control
6.1 If either party requests a change to the scope or execution of the Services, it shall submit
details of the requested change to the other in writing and the Service Provider shall, within
a reasonable time, provide a written estimate to the Customer of:
(a)
(b)
(c)
(d)
the likely time required to implement the change;
any variations to the Service Provider's charges arising from the change;
the likely effect of the change on the Services; and
any other impact of the change on the terms of the Agreement.
6.2 If the Customer wishes the Service Provider to proceed with the change, the Service Provider
has no obligation to do so unless and until the parties have agreed in writing on the
necessary variations to its charges, the Services and any other relevant terms of the
Agreement to take account of the change.
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Clearwave Enterprise Solutions Limited
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6.3 This Agreement covers only those services and equipment listed in Appendix B. The Service
Provider must deem any equipment/services the Customer may want to add to this
agreement after the effective date acceptable before adding to the Agreement. The addition
of equipment/services not listed in Appendix B at the signing of this Agreement, if
acceptable to Service Provider, shall result in an adjustment to the Customer’s Monthly
charges.
6.4 Should adjustments or modifications be required that increase the monthly fees paid for the
services rendered under this Agreement a new agreement will be drafted to reflect the
adjustments or modifications. The current agreement will remain in force until such time it is
superseded by the new agreement.
7. Confidentiality
7.1 The Service Provider and its agents will not use or disclose Customer information except as
necessary to or consistent with providing the Services and will protect against unauthorised
use.
7.2 The Customer shall keep in strict confidence all technical or commercial know-how,
specifications, inventions, processes or initiatives which are of a confidential nature and
have been disclosed to the Customer by the Service Provider or its agents, and any other
confidential information concerning the Service Provider's business or its products which the
Customer may obtain. The Customer shall restrict disclosure of such confidential material to
such of its employees, agents or sub-contractors as need to know it for the purpose of
discharging the Customer's obligations to the Service Provider, and shall ensure that such
employees, agents or sub-contractors are subject to obligations of confidentiality
corresponding to those which bind the Customer. This condition shall survive termination of
the Agreement, however arising.
8. Limitation of Liability
8.1 The following provisions set out the entire financial liability of the Service Provider (including
any liability for the acts or omissions of its employees, agents and sub-contractors) to the
Customer in respect of:
(a)
(b)
(c)
any breach of the Agreement;
any use made by the Customer of the Services, or any part of them; and
any representation, statement or tortious act or omission (including negligence)
arising under or in connection with the Agreement.
8.2All warranties, conditions and other terms implied by statute or common law are, to the
fullest extent permitted by law, excluded from the Agreement.
8.3 Nothing in these conditions excludes the liability of the Service Provider:
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Clearwave Enterprise Solutions Limited
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(a)
(b)
for death or personal injury caused by the Service Provider's negligence; or
for fraud or fraudulent misrepresentation.
8.4 Subject to condition 8.2 and condition 8.3:
(a)
the Service Provider shall not be liable, whether in tort (including for negligence or
breach of statutory duty), contract, misrepresentation or otherwise for:
(i)
loss of profits; or
(ii)
loss of business; or
(iii)
depletion of goodwill or similar losses; or
(iv)
loss of anticipated savings; or
(v)
loss of goods; or
(vi)
loss of contract; or
(vii)
loss of use; or
(viii)
any special, indirect, consequential or pure economic loss, costs, damages,
charges or expenses.
(b)
the Service Provider's total liability in contract, tort (including negligence or breach
of statutory duty), misrepresentation, restitution or otherwise, arising in connection
with the performance or contemplated performance of the Agreement shall be
limited to the price paid for the Services during the 12 month period immediately
preceding the breach.
8.5
In the event of any loss or damage to Customer data, the Customer's sole and
exclusive remedy shall be for the Service Provider to use reasonable commercial
endeavours to restore the lost or damaged Customer data from the latest backup of
such Customer data in accordance with the Terms of Service.
8.6
The Service Provider shall not be responsible for any loss, destruction or alteration of
Customer data, or any unauthorised disclosure of Customer data caused by:
(a)
the Customer, its employees or officers;
(b)
the Customer’s or its employees’ or officers’ negligence or default;
(c)
any third party (except those third parties subcontracted by the Service
Provider to perform services related to Customer data maintenance and
back-up)
(d)
errors or omissions in any information, instructions, data or scripts provided
to the Service Provider by the Customer in connection with the Services;
(e)
any acts or omissions by the Customer in breach of the Terms of Service; or
(f)
any actions taken by the Service Provider at the Customer's direction.
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Clearwave Enterprise Solutions Limited
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9. Intellectual Property
All Intellectual Property Rights and all other rights in the Services shall be owned by the Service
Provider. For the duration of this Agreement the Service Provider hereby licenses all such rights
to the Customer free of charge and on a non-exclusive, worldwide basis to such extent as is
necessary to enable the Customer to make reasonable use of the Services as is envisaged by the
parties.
10. General
If any provision of the Agreement is found by any court or administrative body of competent
jurisdiction to be invalid, unenforceable or illegal, the other provisions shall remain in force. If
any invalid, unenforceable or illegal provision would be valid, enforceable or legal if some part of
it were deleted, the provision shall apply with whatever modification is necessary to give effect
to the commercial intention of the parties.
Each of the parties acknowledges and agrees that in entering into the Agreement it does not rely
on any undertaking, promise, assurance, statement, representation, warranty or understanding
(whether in writing or not) of any person (whether party to this agreement or not) relating to
the subject matter of this agreement other than as expressly set out in the Agreement.
The Agreement is made for the benefit of the parties to it and (where applicable) their
successors and permitted assigns, and is not intended to benefit, or be enforceable by, anyone
else.
This Agreement and the Terms of Use constitute the entire Agreement between Customer and
Service Provider for monitoring/maintenance/service of all equipment listed in Appendix B.
These terms and conditions shall prevail should there be any variance with the terms and
conditions of any order submitted by Customer.
The Service Provider shall have no liability to the Customer under the Agreement if it is
prevented from, or delayed in, performing its obligations under the Agreement or from carrying
on its business by acts, events, omissions or accidents beyond its reasonable control, including,
without limitation, strikes, lock-outs or other industrial disputes (whether involving the
workforce of the Service Provider or any other party), failure of a utility service or transport
network, act of God, war, riot, civil commotion, malicious damage, compliance with any law or
governmental order, rule, regulation or direction, accident, breakdown of plant or machinery,
fire, flood, storm or default of Service Providers or sub-contractors.
The Agreement and any disputes or claims arising out of or in connection with it or its subject
matter or formation (including non-contractual disputes or claims) are governed by and
construed in accordance with the law of England. The parties irrevocably agree that the courts of
England have exclusive jurisdiction to settle any dispute or claim that arises out of or in
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Clearwave Enterprise Solutions Limited
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connection with the Agreement or its subject matter or formation (including non-contractual
disputes or claims).
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Clearwave Enterprise Solutions Limited
5 Audax Court, Audax Close, York, YO30 4RB
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Appendix A
Response and Resolution Times
The following table shows the targets of response and resolution times for each priority level:
Affected Service
Priority
Response time
(in hours) *
Resolution time
(in hours) *
Escalation
threshold
(in hours)
Service not available (all users and
functions unavailable)
1
Within 1 Hour
ASAP – Best
Effort
2 hours
Significant degradation of service
(large number of users or business
critical functions affected,
business process can continue
2
Within 4 hours
ASAP – Best
Effort
8 hours
Limited degradation of service
(limited number of users or
functions affected, business
process can continue)
3
Within 24 hours
ASAP – Best
Effort
48 hours
Small service degradation
4
Within 48 hours
ASAP – Best
Effort
96 hours
*Within normal working hours
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Clearwave Enterprise Solutions Limited
5 Audax Court, Audax Close, York, YO30 4RB
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Support Tiers
The following details and describes our Support Tier levels
Support Tier
Tier 1 Support
Tier 2 Support
Tier 3 Support
Description
All support incidents begin in Tier 1 where the
initial service ticket is created. The issue is
identified and clearly documented and basic
hardware/software troubleshooting is initiated.
All support incidents that cannot be resolved
with Tier 1 Support are escalated to Tier 2 where
more complex support on hardware/software
issues can be provided by more experienced
Engineers
Support incidents that cannot be resolved by
Tier 2 Support are escalated to Tier 3 where
support is provided by the most qualified and
experienced Engineers who have the ability to
collaborate with 3rd Party (Vendor) Support
Engineers to resolve the most complex issues
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Service Request Escalation Procedure
1.
2.
3.
4.
Support Request is Received
Service Ticket is Created
Issue is identified and documented in service management system
Issue is qualified to determine if it can be resolved through Tier 1 Support
If the issue can be resolved through Tier 1 Support:
5. Level 1 resolution – issue is worked to successful resolution
6. Quality Control – Issue is verified to be resolved to Customers satisfaction
7. Service Ticket is closed after complete problem resolution details have been updated in PSA
System
If the issue cannot be resolved through Tier 1 Support:
8. Issue is escalated to Tier 2 Support
9. Issue is qualified to determine if it can resolved by Tier 2 Support
If issue can be resolved through Tier 2 Support
10. Level 2 Resolution – issue is worked to successful resolution
11. Quality Control – Issue is verified to be resolved to Customers satisfaction
12. Service Ticket is closed, after complete problem resolution details have been updated in PSA
system
If issue cannot be resolved through Tier 2 Support:
13. Issue is escalated to Tier 3 Support
14. Issue is qualified to determine if it can be resolved through Tier 3 Support
If issue can be resolved through Tier 3 Support:
15. Level 3 Resolution – issue is worked to successful resolution
16. Quality Control – Issue is verified to be resolved to Customer’s satisfaction
17. Service Ticket is closed, after complete problem resolution details have been updated in PSA
system
If issue cannot be resolved through Tier 3 Support:
(NB: where the Services agreed by the Customer do not include Onsite Support they will be charged
by the Service Provider to the Customer at the rates set out in Appendix B, Part 2.)
18. Issue is escalated to Onsite Support
19. Issue is qualified to determine if it can resolved through Onsite support
If issue can be resolved through Onsite support:
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20. Onsite Resolution – issue is worked to successfully resolution
21. Quality Control – Issue is verified to be resolved to Customer’s satisfaction
22. Service Ticket is closed, after complete problem resolution details have been updated in PSA
system
If issue cannot be resolved through Onsite support:
23. I.T. Manager Decision Point – request is updated with complete details of all activity
performed
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Clearwave Enterprise Solutions Limited
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Appendix B
PART 1
The Services
Description
General
Document software and hardware changes
Test Backup with restores
Monthly reports of work accomplished, work in progress,
monitoring
Servers
Manage Servers
Check print queues
Monitor all Server Services
Keep Service Packs, Patches and Hotfixes current as per
company policy
Check event log of every server and identify any potential
issues
Monitor hard drive free space on server
Monitor Exchange Database
Monitor Active Directory replication
Monitor SQL Services
Reboot servers if required
Perform regular remote system maintenance
Install supported software upgrades
Setup and maintain security groups
User Account Administration including Password resets,
Account Unlocks, User name changes and email address
changes
Check and monitor system backups
Alert Customer to dangerous server conditions
-Memory running low
-Hard drive showing signs of failure
-Hard drive running out of disk space
-Controllers losing interrupts
-Network Cards report unusual collision activity
-Security Perimeter under attack
Disaster Recovery
Alert Customer to dangerous conditions
Devices
Manage Desktops
-Monitor Microsoft System Services
-Monitor hard drive free space
-Record Asset Information
-Monitor Hard Drive Health
-Hacker Check
Frequency
Included
(Yes/No)
As Performed
Quarterly
Monthly
No
No
No
On going
As needed
On going
Monthly
No
No
No
No
On going
No
On going
On going
On going
On going
As needed
Monthly
As needed
As needed
As needed
No
No
No
No
No
No
No
No
No
On going
On going
No
No
As needed
No
On going
No
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-Monitor Critical System Events
Keep Service Packs, Patches and Hotfixes current as per
company policy
Manage Network Printers
Manage Routers
Manage Firewalls
Mobile Devices
Manage Mobile Devices
Remote MS Exchange Account Administration including
password resets, username changes and email address
changes
Remote Device Lock
Remote Device Wipe
Block Program Installation
Networks
Check Router Logs
Performance Monitoring/Capacity Planning
Monitor routers, firewalls and internet connectivity and
check for service thresholds
Security
Check Firewall Logs
Check Anti Virus definition auto updates have occurred
Check backup has been performed to daily schedule
Monitor and check file permissions and file size
Monitor security event logs
Applications
Manage operational levels of Microsoft Server Applications
Manage functional level of Line of Business Applications
Install Software updates as authorised by Customer
Hosted Services
Administer Email Filtering Service
-Adding aliases
-Modifying Filter Sensitivity
-Adding or removing users
-Issue reports on request
Administer Web Filtering Service
-Modifying categories
-Adding or removing domains
Administer Office 365
-Adding/Removing Users
-Adding/Removing Aliases
-Liaising with Microsoft on operational status
Monthly
No
As needed
As needed
As needed
No
No
No
As needed
As needed
No
No
As needed
As needed
On going
No
No
No
As needed
On going
On going
No
No
No
As needed
On going
Monthly
Monthly
On going
No
No
No
No
No
As needed
As needed
As needed
No
No
No
As needed
No
As needed
No
As needed
No
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Clearwave Enterprise Solutions Limited
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1.
Coverage
IT Helpdesk, Vendor Management and Network Monitoring of Customers IT networks will be
provided to the Customer by Service Provider through remote means between the hours of 9:00am
and 5:00pm Monday through Friday, excluding public holidays. All services qualifying under these
conditions, as well as Services that fall outside this scope will fall under the Provision of Appendix B.
Hardware costs of any kind are not covered under the terms of this Agreement.
Support and Escalation
Service Provider will respond to Customer’s service tickets under the provision of Appendix A.
Service Tickets must be opened by Customer’s designated I.T. Contact Person, by email to our IT
Help Desk or by phone if email is unavailable. Each call will be assigned a Service Ticket number for
tracking. Our escalation process is detailed in Appendix A.
Service outside Normal Working Hours
Emergency services performed outside of the hours of 9:00am – 5:00pm Monday to Friday,
excluding bank holidays shall be subject to provisions of Appendix B.
Service Calls where no issue is found
If Customer requests onsite service and no problem is found or reproduced Customer shall be billed
at current applicable rates indicated in Part 2 of Appendix B.
2.
Additional Maintenance Services
Hardware/System Support
Service Provider shall provide support of all hardware and systems specified in Appendix B, provided
that all Hardware is covered under a currently active Vendor Support Agreement; or replacement
parts be readily available, and all Software be Genuine, currently licenses and vendor supported.
Should any hardware or system fail to meet these provisions, they will be excluded from this
Agreement. Should third party vendor support charges be required in order to resolve any issues,
these will be passed on to the Customer after first receiving the Customers authorisation to incur
them.
Virus Recovery for Current, Licensed Anti-Virus protected systems
Attempted recovery from damages caused by virus infection not detected and quarantined by the
latest Antivirus definitions is covered under the terms of this agreement. Where the computer based
system cannot be recovered remotely then standard charges would be applicable to return the
system to its original condition. This service is limited to those systems protected with a currently
licensed, Vendor-supported Antivirus solution.
Monitoring Services
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Service provider will provide on-going monitoring and security services of all critical devices as
indicated in Appendix B. Service Provider will provide monthly reports as well as document critical
alerts, scans and event resolutions to Customer. Should a problem be discovered during monitoring,
Service Provider shall make every attempt to rectify the condition in a timely manner through
remote means.
3.
Excluded Services
The following Services are not included under this Agreement:
(a)
Parts, equipment or software not covered by vendor/manufacturer warranty or support
(b)
The cost of any parts, equipment or shipping charges of any kind
(c)
The cost of any Software, Licensing or Software Renewal or Upgrade of any kind
(d)
The cost of any 3rd Party Vendor or Manufacturer Support or Incident Fees of any kind.
(e)
The cost to bring Customers environment up to minimum standards required for Services
(f)
Failure dues to acts of God, building modification, power failures or other adverse
environmental conditions or factors
(g)
Service and repair made necessary by the alteration or modification of equipment other
than that authorised by Service Provider including alterations, software installations or
modifications of equipment made by Customers employees or anyone other than Service
Provider
(h)
Maintenance of Applications software packages whether acquired from Service Provider or
any other source unless as specified in Appendix B
(i)
Programming (modification of software code) and program (software) maintenance unless
as specified in Appendix B
(j)
Training Services of any kind
(k)
Onsite Support services or site visits by the Service Provider, where these services have not
been agreed as part of the agreed Services.
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PART 2
Service Rates
Labour
Remote PC Management – 9am-5pm M-F
Remote Printer Management– 9am-5pm M-F
Remote Network Management – 9am-5pm M-F
Remote Server Management – 9am-5pm M-F
Vendor Management – 9am-5pm M-F
Network Monitoring – 9am-5pm M-F
Rate
£ TBC/hr
£ TBC/hr
£ TBC/hr
£ TBC/hr
£ TBC/hr
£ TBC/hr
Onsite labour all other times
Workshop Labour all other times
Remote Labour all other times
£ TBC/hr
£ TBC/hr
£ TBC/hr
Covered Equipment
Managed Desktops:
Managed Printers:
Managed Networks:
Managed Servers:
Managed Handhelds:
Covered Software
Desktops:
Servers:
Handhelds:
Hosted Services:
Page 19 of 19
Clearwave Enterprise Solutions Limited
5 Audax Court, Audax Close, York, YO30 4RB