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  • IT Support Contract

    Introduction

    This IT support contract describes the services that

  • will receive from LOGICS TECHNOLOGES LTD.

    Purpose

    The client depends on IT equipment, software and services (together: ‘the IT system’) that are maintained and supported by the supplier.

    This IT support contract sets out how the IT supplier will provide maintenance and support services for the IT system. It describes for which items the supplier will provide support, what activities it will perform, and how the client can expect problems with the IT system to be handled.

    Scope

    Parties

    This IT support contract is between:

  • The supplier:

    LOGICS TECHNOLOGIES LTD.
    329 Brighton Road
    CR2 6EQ
    GREATER LONDON
    Key contact: Geo John Pandekkatt
    02030111987

    Dates and reviews

    This contract begins on

  • and will run for a period of 30 days roll over.

    Equipment, software and services covered

    This contract covers the equipment, software and services listed in the table below. This list may be updated at any time, with agreement from both the client and supplier.

    Hardware

  • Software

  • Professional version — for Windows
  • Professional version — for Apple Mac
  • Others

  • Exclusions

    As this IT support contract is written in a spirit of partnership, the supplier will always make the best-possible efforts to provide support and rectify problems as requested.

    However, this agreement only applies to the parts of the IT system listed above.

    Additionally:
    • This contract does not cover IT system problems caused by using equipment, software or service(s) in a way that is not recommended. • If the client has made unauthorised changes to the configuration or set up of equipment, software or services, this agreement may not apply. • If the client has prevented the supplier from performing required maintenanceand updates, there may be a delay in resolving issues.

    This contract does not apply to circumstances that could be reasonably said to be beyond the supplier’s control. For instance: floods, war, acts of god and so on.

    This contract also does not apply if the client fails to pay agreed supplier invoices on time.

    Having said all that, LOGICS TECHNOLOGIES LTD aims to be helpful and accommodating at all times, and will do its absolute best to assist you wherever possible.

    Responsibilities

    Key client responsibilities

    The client will use the IT system covered by this contract as intended.

    Additionally, the client will:
    • Notify the supplier of issues or problems in a timely manner.
    • Provide the supplier with access to equipment, software and services for the purposes of maintenance, updates and fault prevention.

  • Activity Frequency Notes
    General
    Document software and hardware changes   N/A
    Send client log of work performed Monthly N/A
    System maintenance
    Check backups are running properly Daily N/A
    Perform backup test Weekly N/A
    Monitor and maintain server uptime Daily N/A
    Install software patches, service packs and other updates As necessary Updates will usually be tested before being rolled out across the IT system.
    Install software upgrades As necessary Upgrades that incur costs — and other major upgrades — will only be installed after consultation with the client.
    Monitor server event logs for potential problems As necessary N/A
    Monitor status and availability of cloud services As necessary N/A
    Perform system and server reboots As necessary N/A
    General server maintenance As necessary  
    Let client know of any potential issues As necessary ·       Disk space running low ·       Deteriorating broadband speed
    Create, remove and maintain employee user accounts and permissions As necessary For example, when employees: ·       Join or leave the company ·       Require access to additional resources
    Assist users with support queries   N/A
    Fixing Problems
    Disaster recovery of core systems As necessary N/A
    Fix user errors / mistakes As necessary For example: ·       Accidental file deletion ·       Forgotten password
    Raise support requests with third-party providers As necessary Where cloud services and other aspects of the IT system are not in the supplier’s direct control, the supplier will take responsibility for liaising with third-parties to resolve issues.
    Managing networks
    Maintain internet connection As necessary N/A
    Monitor router logs As necessary N/A
    Monitor network capacity and performance Weekly The supplier will endeavour to identify where network capacity is reaching its limit.
    Maintaining security
    Monitor firewall logs   N/A
    Check status of security software updates As necessary The supplier will verify that all updates are installed in a timely manner.
    Investigate any suspicious activity or unexpected software behavior As necessary The supplier will investigate any activity that could be the result of malicious software or individuals, such as viruses or hacking attempts.
    Manage file and folder permissions As necessary  
    Enforce password policies As necessary  
    Managing apps and services
    Create, manage and remove mailboxes As necessary For example: ·       Creating email addresses for new users ·       Increasing mailbox size if required
    Managing mobile devices
    Mobile device management for BlackBerry devices As necessary N/A
    • Keep the supplier informed about potential changes to its IT system. For example, if staffs are to begin connecting their own mobile devices to the company network, the supplier may be able to adjust its services accordingly.
    • Maintain good communication with the supplier at all times.
      Activities

    The supplier will perform a number of specific activities for the client. Details of these activities are described in the table below, along with the purpose and frequency of each.

    Reactive support

    The supplier will also provide reactive support services to the client. When the client encounters an issue with the IT system, it should raise this with the supplier.
    The supplier will then investigate the problem and respond appropriately.
    All support issues should be raised via the supplier’s online ticketing system, available at: helpdesk.logics;ltd.com Raising issues in this way enables the supplier to prioritise and handle them correctly.
    It also ensures required information about the issue is captured efficiently, and that the supplier’s response times (important for the SLA) are measured fairly.

      Charges and conditions

    The monthly price for these services is:

  • To be added by supplier
  • This is an all-inclusive charge that covers everything described in this contract, with the following conditions:
    • Support will be provided during working hours. These are also referred to as ‘standard hours’ and are 8.30am — 5:30 pm on weekdays (excluding English Bank Holidays).
    • Support will be provided on a remote access basis. Visits to the supplier’s premises (or to other sites) are charged separately.
    • Additional charges apply for these items:
    • Support outside of standard hours: £45 per hour
    • Onsite visits: £25 per hour (standard hours)
    £45 per hour (outside standard hours) All prices shown exclude VAT at 20%.