Service Level Support by Agreement

Service Level Agreement;

 

Realm Business Systems Ltd. to provide technical and system support for;

  • All Information Technology equipment owned by;

and located at;

including servers, workstations, printers, storage and backup devices, un-interruptible power supplies and associated equipment excluding any equipment as specified in Schedule A.

  • All operating systems, server applications and workstation applications, excluding any specialist software as specified in Schedule A.
  • All data network and communications equipment; switches, firewalls, routers, etc. excluding any equipment as specified Schedule A.
  • Wireless networking, excluding critical business applications over wireless networks.
  • Maintenance of hardware to ensure proper functioning of the equipment excluding consumable items as specified in Schedule A.
  • Maintenance of operating systems and application software as required to ensure proper functioning of the equipment.
  • Internet Service Provider broadband troubleshooting.

SYSTEM INTEGRITY;

  • Realm Business Systems Ltd. will monitor Business Server and System health and performance and will record, notify and rectify issues affecting system health or performance.
  • Realm Business Systems Ltd. will monitor and maintain Business Server backup systems and will record, notify and rectify issues affecting regular server backup.
  • Realm Business Systems Ltd. will support and maintain internet access connection/s for remote system support, hosted applications, email, and standard remote access by users within the limitation of network services supplied by the third party.

SYSTEM SECURITY;

Realm Business Systems will maintain standard system security practices and advise the business owner, director/s, partner/s, chairman, general manager, department manager or other notified and authorised person within the business of any known system security weakness.

Realm Business Systems Ltd. are not liable under this support agreement for any system security configuration nor for any system security breach nor for the consequences of any system security breach in any way whatsoever. Responsibility and liability for system security will be maintained under a separate ‘System Security Agreement’ if required.

CONFIDENTIALITY;

Realm Business Systems Ltd. their employees or associates will not disclose any system or business information obtained by performing their duties to any other party without the express consent and knowledge of the business owner, director/s, partner/s, chairman, general manager, department manager or other notified and authorised person within the business.

CONSULTANCY;

Realm Business Systems Ltd. will provide ‘ad-hoc’ business IT system consultancy or advice for system software and hardware specifications without liability.

Formal business IT system consultancy including analysis of business practices and systems and a written report of the analysis to inform the business of solutions will be subject to sub-contract rates as specified in Schedule C. unless by prior agreement between both parties.

SUPPORT AGREEMENT EXCLUSIONS;

  • Installation of new equipment, new users, new software or new versions of existing software will be subject to sub-contract rates as specified in Schedule C. unless by prior agreement between both parties. Once installed new equipment and software will be maintained within this support agreement.
  • Support for equipment or software specified in Schedule A. will be subject to sub-contract rates as specified in Schedule C. unless by prior agreement between both parties.
  • Realm Business Systems Ltd. will not be responsible for support under this agreement where the equipment or software includes a manufacturer or supplier warranty, nor in the event that the equipment or software does not perform as specified by the manufacturer or supplier.

UNECONOMIC REPAIR;

Where equipment cannot be repaired because parts are unavailable, the cost of repair exceeds the value of the equipment or the equipment is deemed un-serviceable, replacement equipment will be purchased by the owner where required.

SERVICE LEVEL AGREEMENT;

  • Support for business critical operations defined as loss of systems which impact on business continuity; Immediate phone or remote support and as required attendance within 2 hours plus travel or an agreed time to suit both parties.
  • Support for non-critical issues; Immediate phone or remote support and as required attendance within 7 working hours plus travel or an agreed time to suit both parties.
  • Support for failures or operating difficulties with equipment not covered by this agreement, or for specialist software or equipment notified in Schedule A.; Immediate phone or remote support and as required attendance within 7 working hours plus travel or an agreed time to suit both parties.
  • Where the issue is with equipment or software not covered within this support agreement we will advise and assist where possible. Sub-contract rates will apply for on-site support of software or equipment not covered by this agreement.
  • 24 hour system monitoring.
  • System settings record management.

STANDARD BUSINESS HOURS;

Standard Business Hours are defined as 8AM to 6PM Monday to Friday, excluding Bank Holidays.

AGREEMENT REVIEW AND RENEWAL;

Either party may at any time request change/s to the terms or conditions of this support agreement for the benefit of either party as deemed necessary. Notwithstanding the mutual agreement by both parties to exact such change the terms and conditions of this agreement will apply for the period specified in Schedule B.

An annual review of the terms and conditions and performance of this support agreement will be held one month prior to the annual renewal date.

Notwithstanding any change of circumstances for either party this support agreement will remain effective beyond the period specified in Schedule B. unless either party notifies the other in writing.

TERMINATION OF AGREEMENT;

Either party may terminate this agreement by providing the other party 3 months written notice.

DISPUTES;

Disputes will be resolved between the two signatories. Either party may subsequently request an independent arbitrator to assist with unsettled disputes. Unresolved arbitration will result in immediate termination of this agreement.

Schedule A; EXCLUSIONS;

  • Consumable items such as batteries, printer consumables, keyboards, mice, monitors, low-cost user replaceable items
  • Specialist Software supported by main vendor.

SCHEDULE B; SUPPORT AGREEMENT DURATION AND FEE;

This agreement for ongoing support beginning;

exacts a monthly fee of;    per calendar month.

SCHEDULE C;  SUB-CONTRACT – SUPPORT OUTSIDE AGREEMENT;

Sub-contract Rate;  £50 per hour.

 

 

OFFSITE SERVER ARCHIVING BACKUP;

Offsite archiving backup of Linux Servers; Archive 1 daily scheduled, 7 daily, 4 weekly, 12 monthly.

Individual file/s or complete server recovery from any stored snapshot.

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All prices exclude V.A.T.