‘Managed Services’ Service Agreement

1. Onboarding

After execution of the quote or scope of work for managed services, Customer shall designate which computers should be covered under the agreement (“Covered Equipment”).  TeleComp will then go to the Client’s place of business or do a remote installation to install software, talk with users, take inventory and perform other processes related to the documentation and knowledge of the Client’s network and enter related information into TeleComp’s management systems. TeleComp will also enter Support Requests for all issues discovered or discussed during the process and will begin work on these Support Requests as appropriate based on the urgency of these requests. This process is described as the onboarding.

2. Effective Date

The agreement will become binding when it is executed by the Customer and accepted by TeleComp.  TeleComp may accept an agreement by commencing performance of the agreement for the requested goods or services.  Billing will begin thirty days after the date the agreement is executed by the Customer, or from date of service activation, whichever occurs first.

3. Coverage

Support of Client’s Equipment will be provided to Client by TeleComp through remote means between the hours of 8:00 am – 5:00 pm Monday through Friday, excluding public holidays.

If the issue cannot be resolved remotely, onsite support will be provided during normal business hours.

All services qualifying under these conditions, as well as Services that fall outside this scope, will fall under the provisions of Appendix B.

It is understood that any and all Services requested by Client that fall outside of the terms of this Agreement will be considered Projects, and will be quoted and billed as separate, individual Services.

4. Support and Escalation

TeleComp will respond to Client’s Cases under the provisions of Appendix A, and with best effort after hours or on holidays. Cases should be opened by Client’s designated I.T. Contact Persons via email or phone. Each incident will be assigned a Case Number for tracking. TeleComp’s escalation process is detailed in Appendix A.

5. Service outside Normal Working Hours

Emergency services performed outside of the hours of 8:00 am – 5:00 pm Monday through Friday, excluding public holidays, shall be subject to provisions of Appendix B.

6. Additional Maintenance Services

Hardware/System Support

TeleComp shall provide support of all covered equipment identified in client onboarding and which may be added by subsequent written agreement.

Hardware support will on be provided when (1) the hardware is covered under a currently active vendor support contract, (2) replacement parts are readily available, (3) and all software is genuine, currently licensed and vendor supported.

Should any hardware or systems fail to meet these provisions, they will be excluded from this Service Agreement.

Should Third Party Vendor Support Charges be required in order to resolve any issues, these will be passed on to the Client after first receiving the Client’s authorization to incur them.

Virus Remediation

Virus remediation is only included for equipment that is covered by TeleComp’s FortNOC Secure service.  Due to the nature of computer viruses, TeleComp cannot guarantee that it will be able to fully remove the virus from infected machines.  TeleComp will use best efforts to restore the infected computer, but it may be necessary to erase/format the infected machine and reinstall its operating system.  Client should insure that it routinely backs up all of its computers.

Monitoring Services

TeleComp will provide ongoing monitoring and security services as indicated in Appendix B. TeleComp will provide monthly reports starting at day 90 of this agreement and will document critical alerts, scans and  event resolutions to Client. Should a problem be discovered during monitoring, TeleComp shall make every attempt to rectify the condition in a timely manner through remote means.

7. Suitability of Existing Environment

Minimum Standards Required for Services

In order for Client’s existing environment to qualify for TeleComp’s  FortNOC Service,  the following requirements must be met:

1. All Servers with Microsoft Windows Operating Systems must be running a current and supported Windows Server operating system, and have all of the latest Microsoft Service Packs and Critical Updates installed.
2. All Desktop PC’s and Notebooks/Laptops with Microsoft Windows Operating Systems must be running a current and supported Windows Professional Desktop operating system.
3. All Server and Desktop Software must be Genuine, Licensed and Vendor-Supported.
4. The environment must have a currently licensed, up-to -date and Vendor-Supported Server­ based Antivirus Solution protecting all Servers, Desktops, Notebooks/Laptops, and Email.
5. The environment must have a currently licensed, Vendor-Supported Server-based Backup Solution. If the backup solution needs repair, this may be billed at a separate rate if the hardware is not suitable to support the environment.
6. The environment must have a currently licensed, Vendor-Supported Hardware Firewall between the Internal Network and the Internet.
7. Any Wireless data traffic in the environment must be secured with a minimum of 128bit data encryption.

Costs required to bring Client’s environment up to these Minimum Standards are not included in this Agreement unless specified in Appendix B.

8. Excluded Services

Service rendered under this Agreement does not include:

1. Parts, equipment or software not covered by vendor/manufacturer warranty or support.
2. The cost of any parts, equipment, or shipping charges of any kind.
3. The cost of any Software, Licensing, or Software Renewal or Upgrade Fees of any kind.
4. The cost of any Third Party Vendor or Manufacturer Support or Incident Fees of any kind.
5. The cost to bring Client’s environment up to minimum standards required for Services.
6. Failure due to acts of God, building modifications, power failures or other adverse environmental conditions or factors.
7. Full version upgrade of the operating system(s) of workstations. Example: Upgrading from Windows 7 Pro to Windows 10 Pro.
8. Service and repair made necessary by the alteration or modification of equipment other than that authorized by TeleComp, including alterations, software installations or modifications of equipment made by Client’s employees or anyone other than TeleComp.
9. Maintenance of Applications software packages, whether acquired from TeleComp or any other source unless as specified in Appendix B.
10. Travel costs to remote locations is not included and will be billed at appropriate mileage rates or on a reimbursement basis if other means of travel is deemed necessary by both parties. TeleComp’s normal hourly rate may apply.
11. Programming (modification of software code) and program (software) maintenance
12. Classroom based training services of any kind.
13. Workstation Installation or Replacement
14. Installation of new server(s) or network equipment (firewall, Managed Switch, etc.).
15. Migrating from a local server to a Cloud based or Remote based server.
16. Upgrades, troubleshooting non-network related issues or repair of the core phone system or handset devices.

1. Miscellaneous

Implementation will require inventorying of all network devices. This may require onsite assistance from employees of client. As a result, Client agrees to provide assistance by employees for this simple process (5 – 10 minutes a device).

I n the event the client has workstations, servers, firewalls or other critical infrastructure components that are out of warranty, or not warranted by HP, Cisco, Dell, IBM or other well-known hardware manufacturer, repair times may be affected to the extent that replacement parts are located and are shipped to provider or client facilities. Response times will not be affected by these conditions.

Managed Services Service Agreement

Appendix A

Response and Resolution Times for Managed Services and TeleCloud VoIP

The following table shows the targets of response and resolution times for each priority level:

Service Request Procedure

1. Support Request is Received
2. New Case is Created and assigned a Case Number
3. Issue is Identified and documented in Help Desk system
4. Issue is qualified to determine if it can be resolved through Help Desk Support

If issue can be resolved through Help Desk Support:

1. Help Desk Resolution – issue is worked to successful resolution
2. Quality Control –  Issue is verified to be resolved to Client’s satisfaction
3. Trouble Ticket is closed, after complete problem resolution details have been updated in Help Desk system

If issue cannot be resolved through Help Desk Support:

1. Issue is escalated to a second technician or dispatch initiated for onsite Support (Tier 2 Support)
2. Second technician will begin work or onsite support will be scheduled or dispatched as deemed appropriate.

If issue can be resolved through Tier 2 Support:

1. Level 2 Resolution – issue is worked to successful resolution
2. Quality Control – Issue is verified to be resolved to Client’s satisfaction
3. Trouble Ticket is closed, after complete problem resolution details have been updated in Help Desk system

If resolution is not acceptable at any time:

Issues may be escalated to TeleComp Executive Management as necessary at any time.

*Last updated March 2024