WEB & CREATIVE AGENCY

IT Support Services Agreement

This contract begins on:

The Client

Key Contact*
Address

and The Supplier

Key Contact

And will run for a period of 12 months

It may be reviewed at any point, by mutual agreement. At the end of this term, this agreement will renew automatically and with the terms outlined below.

The client will be notified 90, 60 and 30 days prior to renewal.

Equipment, software and services covered

This contract covers the equipment, software and services listed in the table below. This list may be updated at any time, with agreement from both the client and supplier.

Equipment

  • All desktop computers owned or under the management by The client and registered with our AnitVirus and Cyber Security software are covered under this agreement
  • All laptops owned or under the management by The client and registered with our AnitVirus and Cyber Security software are covered under this agreement

Software

  • All Microsoft Software and licenses are covered under this agreement

Services

  • All Data Backup and required services are covered under this agreement

Exclusions

As this IT support contract is written in a spirit of partnership, the supplier will always make the best-possible efforts to provide support and rectify problems as requested. However, this agreement only applies to the parts of the IT system listed above.
Additionally:
  • This contract does not cover IT system problems caused by using equipment, software or service(s) in a way that is not recommended.
  • If the client has made unauthorised changes to the configuration or set up of equipment, software or services, this agreement may not apply.
  • If the client has prevented the supplier from performing required maintenance and updates, there may be a delay in resolving issues.
  • This contract does not apply to circumstances that could be reasonably said to be beyond the supplier’s control. For instance: floods, war, acts of God and so on.
  • This contract also does not apply if the client fails to pay agreed supplier invoices on time.

Having said all that, The Supplier aims to be helpful and accommodating at all times, and will do its absolute best to assist The Client wherever possible.

Key Supplier Responsibilities

The supplier will maintain and support the network, equipment and services as defined by this agreement for the client.

Additionally, the supplier will:

  • Ensure relevant software, services and equipment are available to the client in line with the service level agreement (SLA) that accompanies this contract.
  • Respond to support requests as described in the SLA — and within reasonable time, in any case.
  • Do its best to escalate and resolve issues in an appropriate, timely manner.
  • Maintain good communication with the client at all times.

Key Client Responsibilities

The client will use the IT system covered by this contract as intended.

Additionally, the client will:

  • Notify the supplier of issues or problems in a timely manner.
  • Provide the supplier with access to equipment, software and services for the purposes of maintenance, updates and fault prevention.
  • Keep the supplier informed about potential changes to its IT system. For example, if staff are to begin connecting their own mobile devices to the company network, the supplier may be able to adjust its services accordingly.
  • Maintain good communication with the supplier at all times.

Support Activities

The supplier will perform a number of specific activities for the client. Details of these activities are described below, along with the purpose and frequency of each.
General
Document software and hardware changeAs necessary
Send client log of work performedMonthly
System maintenance
Check backups are running properlyMonthly
Perform backup testMonthly
Install software patches, service packs and other updatesAs necessary
Install software upgradesAs necessary
Monitor server event logs for potential problemsMonthly
Monitor status and availability of cloud servicesConstantly
Monitor available disk space on servers and company computersDaily
Perform system and server rebootsAs necessary
Let client know of any potential issuesAs necessary
Create, remove, edit and maintain employee user accounts and permissionsAs necessary
Assist users with support queriesAs necessary
Fixing Issues
Disaster recovery of core systemsAs necessary
Fix user errors / mistakesAs necessary
Raise support requests with third-party providersAs necessary
Maintaining Security
Check status of security software updatesAs necessary
Investigate any suspicious activity or unexpected software behaviourAs necessary
Manage file and folder permissionsAs necessary
Enforce password policiesAs necessary
Managing Apps and Services
Create, manage and remove mailboxesAs necessary

Reactive Support

The supplier will also provide reactive support services to the client. When the client encounters an issue with the IT system, it should raise this with the supplier.

The supplier will then investigate the problem and respond appropriately.

All support issues should be raised via the supplier’s online ticketing system, available via email @ support@webworldst.com (or otherwise designated). Raising issues in this way enables the supplier to prioritise and handle them correctly.

It also ensures required information about the issue is captured efficiently, and that the supplier’s response times (important for the SLA) are measured fairly.

Support Tiers

The Supplier will deliver tiered support access to ensure maximum efficiency. There will be three levels of support:

Level 1 - Email and Ticket Support: Included with your monthly subscription. This support level is for minor management and support issues. Usually resolved by a quick ticket or email. Support requests that cannot be solved by this level will be escalated to Level 2.

Level 2 - Remote Support: Remote access from the The Supplier Support Team. One of our certified and licensed Network Specialist will be on hand to solve the issue using remote access.

Level 3 – In Person Support: Support provided by a technician on premise

Support will be provided during working hours. These are also referred to as ‘standard hours’ and are 8.00am — 6pm on weekdays (excluding Statutory Holidays).

Support provided on a remote access basis or in person visits to the Clients premises (or to other sites) are charged separately.

Support Rates

The Supplier agrees to provide IT support services ("Services") to the Client as follows:
  • AntiVirus and Monitoring support for each designated account at $85 per account, plus applicable taxes.
  • Remote support services billed at $95 per hour, billed in 30-minute increments, plus applicable taxes.
  • In-person support services billed at $120 per hour, plus applicable taxes.
  • Hardware support service charge at $45 per instance, plus the cost of parts and applicable taxes..
  • 50GB of backup space included, with additional space charged at [TBD] per GB, plus applicable taxes.
  • 1.5 hours of Network Support per month included, with additional support billed at the regular rates, plus applicable taxes.
  • A one-time setup fee of $475, plus applicable taxes.

Termination of Contract

Termination of Contract Either party may terminate this Agreement for any reason upon providing thirty (30) days written notice to the other party. During the notice period, all obligations and rights granted under this Agreement shall remain in full force and effect until the termination becomes effective. Upon termination, each party shall return or destroy all confidential information, materials, and property belonging to the other party, and settle any outstanding obligations or payments due as specified in this Agreement. This termination clause does not affect any statutory rights or remedies either party may have.

Signed on behalf of the client:

Name*
Have you read and do you agree to the Service Level Agreement?*
You must read and agree to the terms of the SLA in order to sign this agreement.

Signed on behalf of the supplier:

Name
This field is for validation purposes and should be left unchanged.