ProCare Managed Services Agreement
The purpose of this Agreement is to document the terms of a relationship whereby InData shall render services to the client, according to the terms and conditions set forth on Exhibit A – Managed Services Benefits & Exclusions, which is attached hereto and incorporated by reference herein (“Services”).
Term of Agreement; Termination
(a) This Agreement shall commence on the date the contract was signed and continue for a period of 2 years.
If Client fails to terminate this Agreement by giving written notice to InData at least thirty (30) days prior to the conclusion of the Initial Term or any renewal term thereafter, the Agreement will renew automatically for a period of one (1) year.
Notwithstanding anything to the contrary in the foregoing, InData may cancel this Agreement at any time during the term. The client may cancel the Agreement within 7 days of signing the initial Agreement term. The client will be responsible for any labor and expenses during that 1st 7 days and any additional equipment purchased during that period.
(b) Upon termination of this Agreement, Service Provider shall uninstall all remote monitoring, management, anti-virus, and backup software from all client equipment. If the client does not allow InData to remove provided software billings for the full amount of systems and service will continue. Client acknowledges that removal of the provided software may leave its computers and other equipment without an adequate process for updates to operating systems, software, and virus scanning programs. Service Provider is not responsible for any software or hardware failures to any computers and other equipment covered by this Agreement and resulting from the removal of remote monitoring and management software upon the termination of this Agreement.
In consideration of the Services provided under this Agreement, the client agrees to pay InData according to the terms and conditions set forth for ProCare Managed Services rates. (see pricing schedule on your contract for current rates)
After hour services will be billed at 1.5 times the contracted rate of the agreement. Holiday and expedited emergency services billed at 2 times standard contracted rates unless otherwise specified in your emergency services agreement. InData bills in 15-minute or .25 hours increments.
InData will invoice the Client directly for Services provided in accordance with this agreement. Client agrees to pay InData the amounts due as indicated by statements submitted by InData Due Upon Receipt. InData reserves the right to stop all work until the client’s account is brought current in the event that any Client invoice is more than ten (10) days past due. Client shall be responsible for any and all collection costs incurred by InData due to Client’s non-payment or late payment of fees and other costs enumerated herein. Such collection costs may include but are not limited to, attorney fees and court costs.
Any notice required by this Agreement shall be in writing and shall be effective when emailed or deposited in the United States mail, addressed to the other party at the address indicated below and sent certified, with postage prepaid in full.
InData reserves the right to transfer this contract to an alternate Managed Services Provider.
Independent Development; Residuals
The terms and conditions of this Agreement will not be interpreted or construed to limit InData’s right to independently develop or acquire products or services without the disclosure or use of Client’s Confidential Information or to use for any purpose anything related to InData products and services which may be retained by persons in their unaided memory who have had access liability, cost, expense, or loss, whether in contract, statute, tort or otherwise.
Ownership of InData Technology
InData has acquired, developed or otherwise obtained rights in and may, in connection with the performance of Services, solely or jointly with others, acquire, conceive, develop, enhance, or modify various concepts, ideas, methods, processes, procedures, know-how, and techniques (including, without limitation, models, designs, architectures, frameworks, patterns, structures, templates, components, objects, code, logic, routines, utilities, tools and software) pertaining to InData products and services (collectively, the “InData Technology”). The InData Technology as well as any intellectual property rights related thereto or based thereon (including, without limitation all patents, copyrights, trademarks or other proprietary rights based thereon) is the sole and exclusive property of InData.
Client agrees not to recruit, hire or retain any of InData’s staff and/or outside contractors, or former employees for employment of any kind, either as an employee or an independent contractor, except through InData, within one (1) year of InData’s contract term expiration. Unless Client receives prior written consent and pays InData one hundred percent (100%) of employee’s annual compensation or contractor’s annual fees with Client for one (1) year (“Placement Fee”). Placement Fees will be paid to InData within thirty (30) days from the first date of employment or contract.
Commercial Software Licensing
InData does not support unlicensed commercial software or end-of-life software. Client is required to keep an active support agreement with the manufacture of the software for security patches, bug fixes, and escalation support. The service level of the support agreement of the manufacture should mirror InData’s SLA. It should be either regular business hours or 24/7 depending on how critical the systems are to business operation.
Open Source Software Licensing
InData does not support Open Source software for mission critical production business systems. Open Source software can be used in non-mission critical environments that will not directly impact productivity in the event any issues arise. InData will make a best effort to use community support methods and bill client on a time and materials basis at our standard hourly rates.
Administrator and User Passwords
Client agrees that all reasonable attempts will be made to ensure that only authorized and properly trained Client employees are privy to the current administrator or user password(s). The Client employees understand it is not store or transmit passwords via spreadsheet, email, text, or instant messenger. The Client understands never to provide passwords over the phone. The Client agrees not to write passwords on paper. The Client agrees that authorized employees who have access to administrator or user password(s) are not to perform any system changes without prior notification to InData. InData will store known Client provided passwords in a secure encryped database that is protected by randomly generated multi-factor authenticaion tokens. InData will change passwords as needed.
Administrator and User Passwords Upon Termination of Service Agreement Upon termination of a Service Agreement with InData, the poilcy is to deliver all known passwords to the new IT administrator or business sponsor. Once password credentials are sent to the Client, all customer passwords and data are perminently deleted for security purposes. Passwords will not be sent in a clear text format. The password data will be sent with a master password to protect the information.
Wire Transfers Wire fraud, email hacking and phishing are on the rise. Client agrees to always confirm wire instructions by PHONE before sending funds. That the phone number is a trusted known phone number, not the phone number in an email. NEVER respond to any emails claiming to contain revised or new wire instructions, even if they appear to be sent by InData, Clients vendors, Clients customers, or any party. Wire instructions from InData will never change. InData is not responsible for any wires sent by Client, Clients vendors, Clients customers, or any party to an incorrect bank account.
Each party shall indemnify and hold the other party harmless from any and all claims, demands, suits, actions, proceedings, loss, cost and damages of any kind, including reasonable attorney fees, caused by or arising out of, or contributed to, in whole or in part, by reason of its own act, omission, professional error, fault, mistake or negligence or any such acts of omission by its employees, agents, representatives or subcontractors in connection with or incidental to the performance of this agreement.
Each party consents and agrees that all proceedings relating to the subject matter of this Agreement shall be maintained in Los Angeles, California. Jurisdiction and venue for such proceedings shall lie exclusively in Los Angeles, California. Service of process in any such proceeding may be made by certified mail, return receipt requested, directed to the respective party at the address at which it is to receive notice as provided herein. This Agreement and performance hereunder shall be governed by the laws of the State of California without regard to conflict of laws.
Modification or Amendment
No amendment, change or modification of this agreement shall be valid unless made in writing as agreed upon by all parties.
This document and any exhibit attached constitute the entire understanding and agreement of the parties, and any and all prior agreements, understandings and representations are hereby terminated and canceled in their entirety and are of no future force or effect.
If any provisions of this agreement, or any portion thereof, is held to be invalid and unenforceable, then the remainder of this agreement shall nevertheless remain in full force and effect.
Managed Services Program Benefits & Exclusions
Nature and Scope of Managed Services Program
This program is designed to maintain a company’s existing IT environment, address day-to-day issues. Consulting services that go beyond maintenance of existing equipment and/or software application may be billable and are not covered under this agreement. Please refer to Exclusions on Section 4 of this document or call our office for more details.
Minimum Hardware & Software Requirements
The following are technical guidelines when qualifying individual workstations and servers under our Managed Services Maintenance program. InData reserves the right to modify these requirements and/or make exceptions as necessary in order to accommodate various technical and business objectives for our Client. When necessary, we will make a recommendation for hardware and software upgrades on systems that do not meet our minimum qualifications as follows:
Desktop/Laptop hardware: Microsoft Windows or Apple Macintosh – Intel process 2.0 Ghz or more, 8GB of RAM or more, 250GB hard drive or more.
Operating Systems: Windows 2008 Server, Windows Pro (8,10), Apple OS 10.x
Service Responsibilities to Clients Under Managed Services Agreement
Network Connectivity Issues – Troubleshooting and resolution of all network problems to the Local Area Network (LAN) and as they relate to Internet access and access to network file servers and clients. InData will work with Clients Internet Service Provider (ISP) as necessary to maintain connectivity and troubleshoot issues.
If Rollover Hours were selected as a billing option at the beginning of the contract unused hours in a given month may be used for up to 30 days before they expire. Rollover hours can be used for future projects during regular business hours. They may not be exchanged for a refund or to offset past due bills.
What is Not Covered Under Managed Services
Purchasing Computer Hardware and Software. InData will locate and purchase hardware and software as a service but will not pay for it under this agreement. All costs for new hardware, software, tax, and shipping will be at the client’s expense. No new hardware or software will be ordered without a signed purchase agreement. It is the Client’s responsibility to purchase any hardware, software, hardware parts and software licenses required for proper functionality and legal compliance of its systems.
System Reviews by 3rd Parties
If a Client would like to arrange a 3rd party audit or 2nd opinion analysis InData must be present. This requirement is in place due to information security, password security, audit logging, and the potential for unauthorized changes to systems using InData credentials. InData has no liability for work performed by other 3rd parties without our knowledge. InData will charge our hourly rates to repair any changes made by 3rd parties.
New Hardware and Software Installations
InData will provide Client with established labor costs for these services before performing work required. New hardware and software are considered new projects. All hardware sales are final and can’t be returned without written authorization from the original equipment manufacturer. All approved hardware returns have a 20% restocking fee. Packaged software sales are final and can’t be returned. InData reserves the right to hold title to any equipment ordered until all payments have been received from the client.
Non-vendor Supported Third Party or Industry Specific Applications
3rd party software used for a Client’s specific industry or line of business must be supported by the original manufacturer were originally purchased. Availability of application documentation, service packs, and updates, as well as technical support, is necessary to maintain these applications. Consulting services to maintain such applications where original vendor support is lacking are billable at established hourly labor rates. Simple items like installing a software key for the client will not be billed.
Support for non-business applications such as games, Internet music/videos and download sites like BitTorrent, iTunes, NetFlix, Pandora, screensavers or third party Windows or OSX enhancement programs that may cause potential computer problems is not covered. Please call our office if you have any questions about potentially non-business applications in your office computers.
Unless otherwise specified or Client has not signed up for Disaster Recovery as a Services (DRaaS), InData is not responsible for providing IT related Disaster Recovery systems such as offsite or cloud-based systems. In the event of a disaster or catastrophic event such as fire, earthquake, flood, etc., resulting damage to Client’s network computers including servers, data storage, desktops, and laptops will not be covered under this agreement unless otherwise specified. InData will assist in providing best effort to recover data and moving it to a disaster recovery site if needed at established hourly labor rates. InData highly encourages all Clients to understand the cost of downtime and sign up for Disaster Recovery as a Service (DRaaS) with InData. This is an optional service.
Unless otherwise specified or Client has signed up for Backup as a Services (BaaS), InData is not responsible for providing IT related data backups of computers, mobile devices, storage, unless otherwise stated in the agreement. InData will assist in providing best effort to recover data at established hourly labor rates. InData highly encourages all Clients to understand the value of their business data and if warranted, sign up for Backup as a Service (BaaS) with InData. This is an optional service.
Unless otherwise specified in the Managed Services Agreement, InData is not responsible for VOIP Clients phone system or VOIP Network switches. The client needs to have an active support and maintenance contract with their preferred phone vendor. InData does offer VOIP phone systems.
Unless otherwise specified in the Managed Services Agreement, InData is not responsible for the clients Video Security System. InData does offer video security systems.
To receive benefits under Managed Services, Client is responsible for complying with the following:
To initiate a service request under this Agreement, Client must call our office at (888) 502-3221 x 1 or send an email to [email protected]
The client will be asked a series of questions to assess the extent and cause of the problem. The technician may ask Client to perform a walk-through over the phone or take control of Client’s computer remotely to fix the problem. When a problem cannot be fixed via telephone or remote control within a reasonable amount of time, the technician will create a work order to be performed on-site. Any travel to worksite may incur onsite travel fees which are billed our standard rates.
The client must cooperate with the technician as necessary to ensure that the computer device is properly diagnosed and serviced.
The client will provide InData with a single point of contact to troubleshoot and maintain IT related support.
Service Level Agreements
Our goal is to acknowledge a request for regular support is within 1 hour during normal business hours. When necessary, if within our onsite service region, a technician may be deployed onsite in critical system down situations within 4 hours during regular business hours. Response to acknowledge a request for emergency support after-hours is by contract only. If Client has purchased ProCare 24/7 Platinum support we will respond to support inquiry. When necessary, a technician may be deployed onsite for critical system down situations. Response time is on a best effort basis.
Standard Professional Conduct
InData agrees to treat Client and Client’s employees with respect at all times, especially during a time of business crisis. In return, InData expects the same treatment from Client and Client’s employees for InData employees, contractors, and vendors.
Peak Demand Periods
InData shall make its best effort to respond to Client’s needs within the time frame stated in this agreement.
Loss of Service
Client recognizes that InData makes every attempt to select the most reliable hardware and software for Client’s use. InData shall use its best efforts, within Client’s IT budget, to keep Client’s system up and running efficiently and cost-effectively while minimizing any downtime. InData is not liable for any failure or delay in performance caused by circumstances beyond its control.
Break-Fix Hourly Services
Break-fix work for non-contracted clients is best effort based on the availability of Help Desk Engineers. InData’s Managed Services customers take priority over break-fix hourly work.
ProCare Silver Support Hours
Monday – Friday, 9:00 am to 6:00 pm (Pacific) 5 days a week excluding holidays.
ProCare Gold Support Hours
Monday – Friday, 9:00 am to 6:00 pm (Pacific) 5 days a week excluding holidays.
ProCare Platinum Support Hours
Monday – Friday, 9:00 am to 6:00 pm (Pacific) 5 days a week excluding holidays.
InData is closed on the following holidays.
New Year’s Day
Martin Luther King, Jr. Day
Day after Thanksgiving
Day after Christmas
DISCLAIMER OF WARRANTIES AND LIMITATION OF LIABILITY
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