MANAGED SERVICES AGREEMENT
Service level terms and conditions
The following information describes the terms under which the Company (“Technologyxperts, Inc.” or “TXI”) delivers the Managed Services.
Services Provided
TXI support personnel can provide support and consultation services upon request for alldevices, applications, peripherals, networks, or systems. The support and consultation can be provided onsite or remote, depending on the nature of the services requested, the Customer’s preference, and the assigned employee’s availability and preference. Services provided that are not included within the terms of this Agreement and the SOW attached hereto shall be subject to Time and Material billing at the rates specified in Table 8 of Exhibit A and will be provided on a best-efforts basis and not subject to the RESPONSE TIME specified in this Service Level Agreement (“SLA”)
Support Hours
The following table describes the services available for each level of support TXI provides:
General | After-Hours | |
|---|---|---|
Time Offered | Monday – Friday, 08:30 – 17:30, excluding major holidays* | All times not covered under General Support |
Dispatcher / Administrator | Available (24 x 7 x 365) | Critical messages returned within 4hours, others next business day |
Remote Support | Available | By prior arrangement only |
On-site Support | Available | By prior arrangement only |
Billing and Ordering Staff | Available | Next business day |
After-Hours Support
Support is available for critical issues that cannot wait until the next business day. TheCustomer can call our office numbers listed at the bottom of this page and choose the optionto leave a critical message. An on-call employee will be notified immediately, and the Customer will receive a response back from a staff member within four hours of placing the critical message. After hour support not defined as CRITICAL (listed under RESPONSE TIME in this Exhibit) will be billed at hourly rates as defined in the SOW, Table 8.
Maintenance Windows
TXI support personnel require a 4-hour window of time per device each month called a “Maintenance Window,” during which critical and important systems can be taken offline to perform patching, system restart, security testing and other proactive tasks that vary month-to-month depending on requirements and policies. TXI offers several options for Maintenance Window scheduling, and TXI will work with each Customer to determine the best window for that Customer. TXI support personnel are responsible for notifying the Customer prior to the Maintenance Window and potentially rescheduling the window if thisrepresents a significant disruption of normal business continuity. By default, systems areplaced in a maintenance window daily between 22:00EST and 06:30EST. Clients that require specific systems operational during those time, may request specific systems are excludedfrom this maintenance period.
The Nature of Troubleshooting
We do our best to perform our services in the most efficient manner and provide accurateestimates upon request. Due to the nature of the work, there may be times when tasks takelonger than expected. As a Customer, you have the right to halt a service call or request a progress report at any time.
Authorization and Legitimacy Assumed
The Approved Point(s) of Contact specified in Exhibit A, Table 5 is responsible for ensuring that all Customer employees and contractors who contact TXI are authorized and aware of what constitutes a legitimate request for services. If a Customer employee or contractor requests our support or consultation services, TXI support personnel will assume that the contact is authorized to make the request and that the services requested are legitimately needed for the Customer to perform their job duties. TXI support personnel are not responsible for determining whether a support request was authorized or legitimate; any work performed will require payment under the terms of this Agreement.
Response Time
It is our mission to provide the fastest response possible for all support requests submitted through approved channels. Only support requests made to our office numbers listed at the bottom of this page, or to an official support email account (helpdesk@gotxi.com) representapproved formal support requests. Any support request made by the Customer directly to one or more support personnel will be considered an informal support request and will not be covered under the terms outlined here. These informal support requests may not be fulfilled in a timely fashion or at all. Dispatchers and Administrators record incoming support requests in TXI’s ticketing system and assign a priority level, as well as a support rate or billing plan. Requests received via official support email account receive priority MEDIUM regardless of request content. For requests submitted by phone, the Customer may state a preferred response window; if no window is stated, the request prioritization guidelines are defined below:
Priority | Initial Customer Contact | Problem type |
|---|---|---|
CRITICAL | Within 2 hours | Business-critical work stoppage |
HIGH | Within 4 business hours | Work stoppage in non-critical system; sub-par performance in critical system; scheduling constraint |
MEDIUM | Within 8 business hours | Default priority |
LOW | Within 2 business days | Minimal impact; rapid resolution impractical |
SCHEDULED | Within 5 business days | Non-production related additions; support |
Communication and Problem Escalation
TXI strives to maintain a high level of communication with our Customers. Attempts will be made to respond promptly to all support requests and to resolve requests in a timely manner.A problem escalation schedule with contact numbers will be provided upon request.
No-Fault Escalation
TXI does not automatically close tickets without fully addressing the support request and confirming that the Customer is satisfied with the solution. Occasionally, TXI may be unable to resolve a request due to circumstances beyond TXI’s control, such as the inability to contact the person who made the request. Open tickets in which no work has been logged for a certain elapsed time may be escalated by TXI to the Customer Approved Point of Contact specified in Exhibit A Table 5, or a designee in order to determine and resolve thesource of the delay. This is considered a No-Fault Escalation, in the sense that TXI does notconsider escalations of this type to indicate an SLA breach or customer service failure. Thepurpose of the escalation is to support long-term improvements in communication and expectations between TXI and the Customer. The schedule for No-Fault Escalation eligibility, as determined by ticket priority level, is as follows:
Priority | Time Elapsed Without Work Logged |
|---|---|
CRITICAL | 1 business days |
HIGH | 2 business days |
MEDIUM | 5 business days |
LOW | 15 business days |
Software
TXI cannot legally install software lacking the proper license, or when TXI reasonably believe that the Customer intends to use the software in ways that violate the terms of the license. It is the responsibility of each Customer to protect and store software media and proof of license. TXI will assist in obtaining necessary software and licensing using all availableresources. The Customer is responsible for licensing costs related to the software licenses and support agreements for any software installed or leveraged on these critical and important systems for the purpose of proactive management, security and complianceissues.
Data
All data specified in MSA Exhibit A, Table 6, Data Protection Services, or any SOW will be protected according to the terms of the plan. We provide full support and consultation formethods of protecting and backing up important data upon request. TXI cannot beresponsible for any data loss or corruption of data not properly identified and managed by a documented Data Protection Services Plan.
Operational Documentation
Upon request, TXI can maintain or develop for all critical systems identified by the Customer: (a) System Overview document, (b) Downtime Plan, (c) Data Protection Services Plan and Business Continuity Plan, (d) system account and access control validation procedures, (e) log review mechanisms and procedures for proactive management of servers and network equipment, (f) remediation of discovered security vulnerabilities, (g) monthly or quarterly reports regarding summarizing support usage, project status, and inventory of covered systems, and (h) periodic reviews of support and service performance with the Customer.This activity may fall under the definition of a project, to be handled by the Project Management team.
Sales Orders
Customers may submit request for procurement of equipment or software by e-mail to Sales@gotxi.com or to the helpdesk at heldesk@gotxi.com. A Sales Order Quote will be provided by the Company to the Customer generally within 2 business days of receiving the procurement request. Specialty items my take longer to secure a quote and delivery estimate from one of the Company’s vendors.
Contact Information
Corporate Office
Address: 24000 Mercantile Road Ste 1, Beachwood, Ohio 44122
Phone: 866-639-9507
FAX: 216-201-9354
E-mail: helpdesk@gotxi.com
*Major holidays include: New Year’s Day, Martin Luther King Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Friday after Thanksgiving, Christmas Eve, Christmas Day, and New Year’s Eve.
