Future Computers - Customer Support Agreement Customer Support Agreement 2015
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- Gertrude Shields
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1 Customer Support Agreement
2 Who is Future Computers? Future Computers was established in Cairns in 1996 borne from our original parent company Future Group, a Brisbane based IT consortium. Future Computers is now locally owned and operated by Andrew Bischof. Future specializes in managing the life-cycle of computer technology from initial planning, design, and procurement, through to installation, configuration and ongoing support. We aim for the highest standards in our work. Happy long-term customers and staff are our measures of success. While most organizations concentrate on servicing major metropolitan centers, Future Computers has continued to retain a strong regional focus, being locally owned and operated gives us the advantage of knowing our market intimately. Future will continue to provide employment and increased IT skills throughout the regions, and maintain our recognition in the market place as being synonymous with quality solutions and service excellence. We align ourselves with you to become a true business partner. We take the time to understand your business goals and needs. We align our services to match and drive these needs for you and allow you to focus on your core business while we take care of your ongoing technology planning and investment. We mix and match for optimum solutions. We are selective in choosing only proven industry partners, and we carefully nurture our relationships with these leading players. Our buying power with suppliers means we can demand the best prices and support for you. We have the following accreditations to name a few: Cisco Business Partner IBM Business Partner IBM Warranty Centre Lenovo Warranty Agent Toshiba Pro Care Plus Warranty Centre Telstra Business Partner T-Suite Certified Cloud Partner Microsoft Cloud Services Silver Partner Future Customer Support Agreement The Future Customer Support Agreement has been developed to provide a budgeted cost-effective approach to your Information Technology (IT) infrastructure support. This agreement ensures that you have an experienced and qualified technician available to look after all of your organisation s requirements. The priorities that are established with the primary onsite contact are performed as On Demand tasks and carried out as required. Revision of CSA Ref: 1st January Page 2
3 Service Level Agreements Standard Service Levels: Support during business days from 8:30am to 5:00pm. Single point of contact for lodging service calls or phone End of next business day or better response for Workstation support calls (see table below) 8 business hours or better response for Server and Network support calls (see table below) 8 business hours or better response for Remote support calls (see table below) Enhanced Service Levels: Support during business days from 8:30am to 5:00pm. Single point of contact for lodging service calls service@futurecomputers.com.au or phone business hours or better response for Workstation support calls (see table below) 4 business hours or better response Server and Network support calls (see table below) 4 business hours or better response for Remote support calls (see table below) Emergency Service Levels: Support during business days from 8:30am to 5:00pm. Single point of contact for lodging service calls service@futurecomputers.com.au or phone business hours or better response for Workstation support calls (see table below) 1.5 business hours or better response Server and Network support calls (see table below) 1 business hour or better response for Remote support calls (see table below) Enhanced and Emergency service responses are available on request for Workstation, Server and Network failures and are chargeable at the below rates. If the works flow into after hours (between 5:00PM and 8:30AM) we will notify you if there is any increase in charge rates before continuing and you can decide whether to continue after hours or next business day. (Max charge per hour including afterhours support rate is 2 x the hourly rate) CSA/MSA Service Level Agreements Service Levels Workstation Server Network Remote Support Standard SLA ENBD or best effort before (1 unit per hour - remote/onsite/workshop) Enhanced SLA 8 hours or best effort before (1.5 unit remote/onsite/workshop) Emergency 4 Hours or best effort before (2 units per hour - SLA remote/onsite/workshop) 8 hours or best effort before (1 unit remote/onsite/workshop) 4 Hours or best effort before (1.5 units remote/onsite) 1.5 Hours or best effort before (2 units per hour - onsite only) ENBD End of next business day for non-urgent workshop issues, warranty repairs, regular maintenance questions/fixes. 8 hours or best effort before (1 unit remote/onsite/workshop) 4 Hours or best effort before (1.5 units remote/onsite) 1.5 Hours or best effort before (2 units per hour - onsite only) 8 hours or best effort before (1 unit remote only) 4 Hours (1.5 units remote only) 1 Hour (2 units remote only)
4 After Hours Retainer Service Future Computers can facilitate technical staff to be available after hours should your company require 24/7 on call support. This service is available on a month to month contract basis. A weekly retainer of $ (INC GST) is invoiced separately from this agreement to have a technician available on after hour s standby. Every after-hours call that can be resolved remotely is billed in a block of 1 hour for the first hour then in 15 minute blocks thereafter. Every onsite call will incur a charge of minim 2 hours then in 15 minute blocks thereafter. The contract rate for afterhours work is 2 x your contracted standard rate. If travel is required the standard zones apply as per the below and the minimum charge of 1 hour + travel applies. Zone 1: Zero charge Zone 2 & 3: Time based afterhours rate Time based after hourly rate is charged from the time the technician leaves the office/home until the time they arrive onsite. Any flights, accommodation and travel expenses are chargeable at the time of service and will be calculated at fair market value at the time of job completion. After Hours Service - Contact the office on (07) After Hours Pre Booked 2 x Contract Rate Pre-booked with service department 1 hour Min After Hours - On Demand 2 x Contract Rate Staff availability permitting 2 hour Min You can call our office during business hours and pre book a time for afterhours support, or if it is an unexpected event you can call our office and leave a detailed message. Outline the issue and also your company details and return phone number. We will endeavor to get back to you and arrange for a technician to attend site or remotely assist where available. Callout fees: Zone 1: Zero charge Zone 2 & 3: Time based hourly rate* Time based after hourly rate is charged from the time the technician leaves our office until the time they arrive onsite. Any flights, accommodation and travel expenses are chargeable at the time of service and will be calculated at fair market value at the time of job completion. Zone Details: ZONE 1: Includes Gordonvale to Palm Cove ZONE 2: Includes Port Douglas to Innisfail (North/South) and Yarrabah to either of the range roads Gillies and Kuranda (East/West) ZONE 3: Is all other areas outside of zones 1 & 2
5 What does it Cost? Below is a table detailing the different size agreements available for purchase. All agreements are invoiced in advance. Hours must be used within 12 months of purchase. Pre-paid hours are nonrefundable. Once the hours have depleted a new invoice will be generated to top up the contract again with prepaid hours. An official purchase order and payment must be received in full before any support can commence under this agreement. Deductions are made from your Support Agreement based on the amount of time Future spends supporting your immediate On-demand requirements. Customer Support Agreement Size 1 Hour = 1 unit Value (inc GST) 10 Units $ Units $ Units $ Units $ Units $ CSA LABOUR UNIT CHARGES STANDARD CSA RATE 1 Unit per hour TRAVEL Zone 1 No Charge/Zone 2 & 3-1 Unit per hour SYSTEM CONSULTATION & DESIGN 1 Unit per hour NETWORK INSTALLATION & CONFIGURATION 1.25 Units per hour PHONE SUPPORT 1 Unit per hour (charged in 15 Min Blocks) REMOTE SUPPORT 1 Unit per hour (charged in 15 Min Blocks) AFTER HOURS SUPPORT PRE-PLANNED 2 Units per hour (Min 1 hour) AFTER HOURS SUPPORT EMERGENCY 2 Units per hour (Min 2 hour) SITE RESEARCH & DEVELOPMENT 1 Unit per hour SLA S STANDARD, ENHANCED, EMERGENCY Tabled page 4 Travel For travel into zone 3 and beyond any flights, accommodation and meal allowance will be chargeable. This will be calculated once the works have been completed to ensure fair market prices are achieved. Whilst onsite labour will be charged at standard rates during business hours and after hours rates for any works completed outside normal business hours of 8:00AM to 5:30PM. Revision of CSA Ref: 1st January Page 5
6 Additional Responsibilities Future shall, at its option, cancel this agreement without prior notice if monies owing are overdue, and/or if reasonable access to your IT infrastructure during working hours is refused. Future shall not be responsible for the cost of replacement parts or consumables under this agreement. Future shall not be liable for the consequential loss arising from the breakdown of the equipment supplied or for any loss or damage of any kind in relation to the equipment or services to be provided. Should you exceed the number of hours covered by this agreement, then any hours of support in excess will be charged out at our standard service charges unless otherwise agreed or contract is topped up. Future will advise of support service usage against the nominal agreed amount on a monthly basis, and will notify and take the time to inform you without delay of discrepancies from that amount agreed. The discrepancy may be less (indicating the possibility of preventative service being over estimated or insufficient resources available to conduct the service) or more (indicating possibility of inadequate routine maintenance allocation or inappropriate hardware and/or software selection). Revision of CSA Ref: 1st January Page 6
7 Available Services to CSA clients 1. Onsite and Remote Server Support Future can remotely service your server environment if you have the prerequisite hardware and software installed. Problem rectification may be achieved without the delay of waiting for a technician to be available on-site. If it is deemed necessary for a technician to attend site then we can book a service call and carry out the required repairs onsite. 2. Onsite and Remote Workstation Support Future can remotely service your desktop environment by loading a piece of software onto your desktops, we can take control of your desktop to replicate the fault and repair it remotely. If it is deemed necessary for a technician to attend site then we can book a service call and carry out the required repairs onsite. 3. Telephone Support Telephone support for any questions or problems relating to your IT infrastructure is available between 8:30 am and 5:00pm Monday to Friday, excluding public holidays. A remote support facility is available, (if your system is configured accordingly) to assist in resolution of any problems. (Refer Items 1 & 2). 4. Emergency and After hours calls We offer emergency services levels on top of the standard CSA service levels. These are charged at 2 x the standard rate per hour. (Ref to Service levels section page 3 & 4) 5. Priority Service By entering into this agreement you are automatically listed as a priority service customer in our system. This will ensure your call is attended to and prioritized as outlined in the SLA s on page 3 & 4, over and above On Demand/queue based service calls. 6. Discounted Service Rates Your hourly rate begins at $ per hour which covers your standard service level of ENBD or better for workstations and 8 hour or better for server/network calls, if you were not on this agreement it would be calculated $ per hour for the same level of service using our On- Demand rates schedule. 7. Dedicated Account Manager/System Consultant Future will provide a dedicated account manager to assist with presales and post-sales advice on the best solution for providing improved IT performance. 8. Discounted Hardware/Software Our buying power and long term relationships with supplier s means we can demand the best prices and support for you. We offer comprehensive presales and post-sales support to ensure your experience with the selected technologies is what you expected it to be. 9. Backup and Disaster Recovery Planning We will provide a full review of your current backup procedures and, if necessary, implement a new plan to ensure that your data is safe. Intelligent data recovery software can be implemented to reduce the down time resulting from a server failure. Revision of CSA Ref: 1st January Page 7
8 10. Power Protection Monitoring Server power protection is vital in all climate conditions, it is especially so in Cairns where we are subjected to a multitude of power surges, brownouts and blackouts. By having the right equipment installed we are able to monitor this and let you know if there have been any incidents that could have been harmful to your network. 11. Regular Activity Statements You will receive a monthly statement detailing the support activity for the period. Regular reviews can be scheduled at your request to ensure that all parties are completely satisfied with the level of support and the direction of the relationship Future and your organisation have developed. Next Level Support - Managed Support Agreement (MSA) Future Computers also has a next level service level agreement above the standard Customer Support Agreement (CSA) listed above. For the Managed Support Agreement (MSA) the cost is the same per hour but you are agreeing to a minimum visit/login per month to carry out preventive maintenance. The time required will depend on the complexity of your network and will be decided upon acceptance of this agreement. In accepting the MSA we then provide a host of extra services to capture system data on your network and automatically alert us to any issues that might be present. Preventative Maintenance Tasks Onsite or remote tasks: Inspection App task list and provided client report (new Q2 this year) Check and action server event logs Check Backups and Verify data restore Check integrity of hard drive and free space Check UPS connectivity and perform self-test Check Anti-Virus logs and carry out required updates on server(s) Check servers operating system has latest critical/security updates and service packs as necessary Check server power supply fans and airflow These tasks are carried out every maintenance visit without fail to ensure the integrity of the network and prevent any possible issues. MSA Inclusions The benefits of being a MSA customer is the below which do not form any extra charges to you but we include them for ease of management of your network: Dedicated sales account manager To action any renewals and new quotes for your network Service help desk For first touch/fix calls Service level agreements as outlined in the MSA contract. Priority service for on demand calls above those on queue based On Demand clients Remote system monitoring software and incident alerting (loaded on your servers and lets us know if there is any issues between visits) TNI - System auditing software (loaded on your servers to identify what assets are connected to your network desktops, laptops, printers etc etc) TeamViewer - Remote assistance software (loaded on your servers and used on your desktops for easy access to assist users in remote on demand calls) Revision of CSA Ref: 1st January Page 8
9 24*7 System Monitoring/Alerting software: Up/Down Monitoring/Alerting Backup Monitoring/Alerting AV Monitoring/Update Alerts UPS Monitoring/Alerting Bandwidth Monitoring/Alerting Hard Disk Monitoring/Alerting Performance Monitoring These monitors are in place to ensure we are alerted to anything untoward in between visits before they become a major issue. As you can see all of the extra s provided in the MSA are to ensure your system is maintained and allows for maximum system uptime. It is a proactive agreement designed to reduce breakdown disruption and ensure your network is monitored 24/7. Pleas speak with us if you would like to upgrade to an MSA contract today. Revision of CSA Ref: 1st January Page 9
10 Client Verification If you are happy with the information provided above, please fill in your details below. A copy of this document will then be returned to you once the agreement is in place. This Agreement is between - Future (Cairns) Pty Ltd Limited A.B.N and Customer Name: Trading As: Address: Contact: Agreement Terms Total Hours Total Agreement Value (Including GST) $ Acceptance by Customer Signature: Position: Name :(Print) Date: Acceptance by Future Signature: Position: Name :(Print) Date: Contract Number (to be completed by Future) E&OE Revision of CSA Ref: 1st January Page 10
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