MANAGED SERVICES
Terms of Service
Updated as of April 1, 2022
These Managed Services Terms of Service ("Managed Services Terms") govern Customer’s use of Netsurit’s Managed Services. By subscribing to or using Netsurit’s Managed Services, Customer agrees to be bound by these Managed Service Terms, which are incorporated into the Netsurit Master Service Agreement between Customer and Netsurit. Capitalized terms not defined in these Terms of Service have the meaning given to them in the Netsurit Master Service Agreement.
SERVICE SUBSCRIPTIONS
Service Subscription Required. The right to use this Service requires that Customer is enrolled in a Service Subscription.
Service Plan. Each Service Subscription has its Service Plan defined by the applicable Order and its Schedule of Services. Managed Services Plan options include:
· Managed Services
· Managed Services (Remote Only)
SERVICE LEVEL
Unlimited On-Demand Support. Customer is eligible to receive unlimited on-demand unscheduled support via Netsurit’s telephone support.
Guaranteed Response Time. During Business Hours Netsurit will respond to support phone calls withing 15 minutes for High Priority issues and will provide Remote Support within FOUR (4) hours of receipt of notification from Customer.
Account Executive. Netsurit will provide Customer with a dedicated Account Executive.
Customer Portal. Customer is provided with a Customer Portal to create and track service tickets and projects, view IT assets, Services, Agreements, User list, and view and pay invoices.
Administration. Netsurit will administer Customer System including user account and group management, device registration, access control, etc…
Real Time System Monitoring. Netsurit will provide monitoring services for Customer System.
Maintenance and System Patching. Netsurit will provide Customer with proactive maintenance and patching services for Customer System.
Managed Anti-Virus. If Customer subscribes to this service, Netsurit will provide Customer with Anti-Virus and Malware protection for Customer System.
Consulting and IT Planning. Netsurit will provide Customer with consulting, new technology planning, life-cycle budgeting and solution engineering services.
Standards Alignment. Netsurit will perform regular Alignment reviews with key Customer decision makers to confirm Customer’s IT is aligned with business goals providing strategic roadmaps and business impact analysis.
Reporting. Netsurit will maintain a detailed log of the Customer System. Records include system information, ticket history, user information, service information, etc… Information is available to Customer via the Customer Portal.
Perimeter Security. Netsurit will provide Customer with perimeter security services and firewall management.
System Inventory. Netsurit will maintain detailed records of the Customer System and where they are available to the Customer through the Customer Portal.
24/7 Support Options. Netsurit will NOT be reachable outside of Business Hours unless a 24/7 Emergency Support Option is specified in the referencing Order and Schedule of Services.
24/7 Emergency Support (Remote Only). ONLY IN CASES OF SYSTEM OR NETWORK WIDE EMERGENCY, Netsurit will be available 24 X 7 for Remote Support. Any issues that cannot be resolved remotely will be scheduled for Onsite Support on the next business day.
24/7 Emergency Support (Remote with Onsite). ONLY IN CASES OF SYSTEM OR NETWORK WIDE EMERGENCY, Netsurit will be available 24 X 7 for Remote Support. Any issues that cannot be resolved remotely, Netsurit will dispatch a technician for same day Onsite Support service. Customer must provide Netsurit access to Customer System.
SUPPLEMENTAL SERVICES
If Customer has selected Supplemental Services, then specifics are defined on the Supplemental Services Terms of Service.
CUSTOMER’S OBLIGATIONS
Any authorized Customer employee may make service requests using the following methods with the related degrees of priority.
| Notification Method | Contact Information | Priority Level |
|---|---|---|
| Telephone Support | 888-825-0370 x1 | High Priority |
| Email Support | support@netsurit.com | Low Priority |
| Customer Portal | https://myportal.netsurit.com | Low Priority |
| Telephone / Email CTA | Information Provided at Signing | Planning / Escalation |
Customer will make Customer System available to Netsurit via remote access at all times through the use of a secure connection, firewall and a dedicated high speed Internet connection which Customer agrees to maintain at all times.
CHARGES
In consideration of Netsurit's performance of Services pursuant to these Managed Services Terms, Customer shall pay Netsurit the monthly rate as defined in the referencing Order. Any changes to the Customer System will amount to an additional monthly fee. This amount is to be paid in monthly installments. The initial installment is payable upon the execution of this Agreement by both parties.
Additional service hours outside the scope of these Terms are billed at the Hourly Rate.
If Customer has selected the Managed Services (Remote Only) option, all Onsite Support is billed at the Onsite Support Hourly Rate indicated on the referencing Order.
All software and hardware costs are the responsibility of Customer.
Printer hardware failure repair is outside the scope of this Agreement. Netsurit will outsource printer hardware repairs to manufacturer or a third-party vendor. Service charges may apply.
DEFINITIONS
“Onsite Support” means any assistance provided by Netsurit that is done on Customer System that requires physical presence at Customer location.
“Remote Support” means any assistance provided by Netsurit that is done on Customer System without physical presence at Customer location.