SUPPORT SERVICES
Terms of Service
Updated as of April 1, 2022
These Support Services Terms of Service ("Support Services Terms") govern Customer’s use of Netsurit’s Support Services. By subscribing to or using Netsurit’s Support Services, Customer agrees to be bound by these Support Services 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:
Support Services
Support Services (Remote Only)
SERVICE LEVEL
Monthly Service Hours. Customer agrees to a set number of Monthly Service Hours as described in the applicable Order and Schedule of Services. Monthly Service Hours may be used by Customer for IT related services. Monthly Service Hours may only be used during Netsurit Business Hours. Unused Monthly Service Hours carry over from month to month for up to NINETY (90) days. Unused Monthly Service Hours expire at NINETY (90) days. If these Services are terminated, the value of any unused Monthly Service Hours will not be credited or refunded to Customer. Netsurit will NOT be reachable outside of Business Hours.
On-Demand Support. Customer is eligible to receive on-demand unscheduled support via Netsurit’s telephone support. Support Services are reactionary, not proactive. Netsurit will perform all support as requested and required by 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, Services, Agreements, User list, and Monthly Service Hours, and view and pay invoices.
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.
SUPPLEMENTAL SERVICES
If Customer has selected Supplemental Services 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 Support Services Terms, Customer shall pay Netsurit the monthly rate as defined in the referencing Order. Any changes to the Monthly Service Hours 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 required beyond the Monthly Service Hours are billed at the Hourly Rate.
If Customer has selected the Support 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
“Monthly Service Hours” is defined as the amount of hours Customer has contracted Netsurit to provide per month and is defined on the referencing Order.
“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.