CUSTOMER NAME. Hosting Services Agreement

Transcription

1 CUSTOMER NAME Hosting Services Agreement

2 Service Plan Details FLYWIRE TECHNOLOGY offers three service plans: Silver, Gold and Platinum based on the services your firm needs. The Silver plan is designed for a single application hosting such as Timeslips. The Gold plan is designed for the office that wants a full hosted cloud solution and is able to provide their own on-going IT and workstation support for the installed applications. The Platinum plan is designed for the firm that wants total support with added benefits such as website hosting and mobile device assistance. This Agreement will specify the features of each plan. Features not included in a specific plan are available and will be billed at the standard rate for that service. D E L I V E R A B L E S Dedicated Windows server environment Access to vworkspace web portal (licenses included) Hosting for all business files and documents Hosting for business applications (licenses not included) Help desk support on hosted systems Proactive server monitoring o Disk space monitoring o Server level monitoring o CPU utilization o Memory utilization Server patch and update management Real time hardware inventory management Page 2

3 W H A T I S I N C L U D E D - S I L V E R P A C K A G E ( S i n g l e A p p l i c a t i o n ) Server setup includes provisioning of server environment, installation of Microsoft Windows operating system, vworkspace access suite and initial installation of client application Customer discovery session to document customer systems, internet performance and data requirements FLYWIRE TECHNOLOGY will import customer test data and test functionality of customer application and access to data vworkspace client software installation and training for account administrator Instructional materials provided detailing procedures for setting up additional users and devices such as mobile devices Initial training for account administrator that will cover: o How to install the client o Different connection methods o How to login and log out o How to launch applications o How to reset a user s session and reboot customer s server o How to change passwords o How to access training materials Page 3

4 W H A T I S I N C L U D E D - G O L D P A C K A G E Server setup includes provisioning of server environment, installation of Microsoft Windows operating system, vworkspace access suite, Microsoft Office 2010, Adobe Acrobat Reader, managed anti-virus Customer discovery session to document customer systems, internet performance and data requirements FLYWIRE TECHNOLOGY will import customer test data and test functionality of all applications and access to data Basic Microsoft Exchange setup including mail record cutover and Outlook Exchange configuration vworkspace client software installation on named system as it pertains to contracted users Instructional materials provided detailing procedures for setting up additional users and devices such as mobile devices Website hosting vworkspace Application Portal setup and training for new users Initial training for end users that will cover: o How to install the client o Different connection methods o How to login and log out o How to launch applications o How to reset a user s session and reboot customer s server o How to change passwords o How to access training materials Page 4

5 W H A T I S I N C L U D E D - P L A T I N U M P A C K A G E Server setup includes provisioning of server environment, installation of Microsoft Windows operating system, vworkspace access suite, Microsoft Office 2010, Adobe Acrobat Reader, managed anti-virus Customer discovery session to document customer systems, internet performance and data requirements FLYWIRE TECHNOLOGY will import customer test data and test functionality of all applications and access to data Microsoft Exchange setup including mail record cutover, mailbox customization and Outlook Exchange configuration vworkspace client software installation on named system as it pertains to contracted users Instructional materials provided detailing procedures for setting up additional users and devices such as mobile devices Website hosting vworkspace Application Portal setup and training for new users Printer and scanner setup Diagnosing connectivity problems with recommendations for resolution PC Windows updates on PC s Initial training and on-going support for end users which will cover: o How to install the client o Different connection methods o How to log in and log out o How to launch applications o How to reset a user s session and reboot customer s server o Use and configuration of Microsoft Exchange features o How to change passwords o How to access training materials Page 5

6 W H A T I S I N C L U D E D : G R I D O F P A C K A G E O P T I O N S Services Silver Gold Platinum Server setup and installation of Microsoft Windows operating system Customer discovery session Installation of application and data; Testing with customer s data VWorkspace setup and initial training for administrator Instructional materials for setup of vworkspace on new users and replacement computers Microsoft Office Professional $20/user/month Microsoft Exchange for all users $15/mailbox/month Connectivity diagnosis assistance and recommendation to CUSTOMER for resolution Set-up and training for Microsoft Exchange shared mailboxes and folders Set-up and training for Microsoft Exchange shared contacts Set-up and training for Microsoft Exchange shared calendar Website hosting Connectivity issue resolution (hardware provided by customer) $30 $15/user $15/user $15/user $15/user $15/user $15/user $15/month per website $15/month per website $85/hour $85/hour Printer and scanner setup $45/device $45/device PC Windows Updates, anti-virus and monitoring/patches $25/pc/month $25/pc/month Page 6

7 A d d - o n P r i c e O p t i o n s : Connectivity diagnosis assistance and recommendation to CUSTOMER for resolution Set-up and training for Microsoft Exchange shared mailboxes and folders Set-up and training for Microsoft Exchange shared contacts Set-up and training for Microsoft Exchange shared calendar $30 Add-on for SILVER $15/user $15/user $15/user Included in GOLD,PLATINUM Add-on for SILVER, GOLD Included in PLATINUM Add-on for SILVER, GOLD Included in PLATINUM Add-on for SILVER, GOLD Included in PLATINUM Website hosting $15/month per website Add-on for SILVER, GOLD Connectivity issue resolution (hardware provided by customer) $85/hour Included in PLATINUM Add-on for SILVER, GOLD Included in PLATINUM Printer and scanner setup $45/device Add-on for SILVER, GOLD Included in PLATINUM Page 7

8 W H A T I S N O T I N C L U D E D Customizations to customer applications being hosted by FLYWIRE TECHNOLOGY Advanced Microsoft Exchange customization Resolving connectivity problems related to customer systems or equipment used to access hosted system (diagnosis of connectivity issues included in Platinum package) New software installations, alterations and upgrades to programs will be provided at our current hourly rate (except Platinum package users where software installations are included) Support on customer supplied applications and third party software will be provided by the software manufacturer, software vendor or consultant Installation and configuration of vworkspace client on additional computers and mobile devices after initial set-up (except Platinum package users where this is included). Instructional materials are included but one-on-one setup is billable at the current support rate for Silver and Gold plans Any hardware or software platforms that are no longer supported by their original manufacturer are not supported or covered Any charges incurred from vendors other than FLYWIRE TECHNOLOGY during the process of solving a problem will be billable and passed through directly to the CUSTOMER Proprietary database backups Page 8

9 Working Relationship S U P P O R T P R O C E S S A N D P R O C E D U R E S Silver Package Customers require a single point of contact for service All customer service requests should be submitted via to support@flywiretechnology.com. If is not available, requests can be submitted by calling: , option 1 Once a call has been received, a service ticket will be opened in the automated call tracking system. Based on the input, a specialist will analyze the ticket to determine the severity of the issue and a technician will begin to troubleshoot the issue Mission Critical: Includes systems vital to the operation of the organization. This applies to hardware or software that has ceased working on FLYWIRE TECHNOLOGY s internal systems and halts departmental or company operations - Call-back response time during normal business hours: 1 hour - Call-back response time after normal business hours: 2 hours Non-Mission Critical: Includes modifications to current software or user configurations and general help desk issues Call-back response time: Less than 8 business hours Standard support services are available Mon-Fri, 8:30 am -8:30 pm EST Page 9

10 Terms and Billing Details C H A R G E S The term of this contract is for 12 months and will automatically renew for another 12 months unless written notification to terminate is received 30 days prior to the contract ending. Written termination request can be mailed or ed and receipt must be acknowledged by FLYWIRE TECHNOLOGY Early termination fee will apply if the contract is terminated before the expiration date and is equal to three (3) months service Return of all data will be provided when all current charges are paid in full CUSTOMER is responsible for shipping and any other fees incurred in the return of data to the customer s own environment The monthly fixed charge for the service agreement is due on the 10 th of each month, beginning the effective date of the agreement. Payments must be made by check or credit card. Credit card payments will be subject to processing fees up to 4% FLYWIRE TECHNOLOGY will invoice CUSTOMER for any charges incurred from 3 rd party vendors required to complete any support issue CUSTOMER agrees to pay FLYWIRE TECHNOLOGY for additional programs installed by FLYWIRE TECHNOLOGY after the initial setup phase at the current hourly rate for support services (not applicable to Platinum plan subscribers) Adding new users after the initial go-live date is subject to a setup fee equal to the user s monthly rate (not applicable to Platinum plan subscribers) Pricing for all hosting services are listed on the signature page of this Agreement Page 10

11 N O N - D I S C L O S U R E O F C O N F I D E N T I A L A N D P R O P R I E T A R Y I N F O R M A T I O N Obligations of Flywire Technology. Flywire Technology shall hold and maintain Confidential and Proprietary Information it retains on its computers in strictest confidence for the sole and exclusive benefit of CUSTOMER. Flywire Technology agrees not to use the Confidential or Proprietary Information in any way unless consented to by CUSTOMER in writing. Flywire Technology agrees to use its best efforts to prevent and protect the Confidential and Proprietary Information, or any part thereof, from disclosure to any person other than CUSTOMER or its authorized representative except pursuant to a government-issued subpoena, and then only after at least 10 days notification to CUSTOMER The purpose of this notification is to provide sufficient time for CUSTOMER to present a legal opposition to the subpoena, if appropriate. Ownership of Confidential and Proprietary Information. Flywire Technology agrees that all Confidential and Proprietary Information is and shall remain the property of CUSTOMER. All Data Presumptively Designated as Confidential or Proprietary Information. All information of any type provided to Flywire Technology shall be deemed to be either Confidential or Proprietary Information, unless specifically designated otherwise by CUSTOMER. If clarification is sought by Flywire from CUSTOMER regarding the Confidential or Proprietary nature of any data, that guidance will not be unreasonably withheld, and shall be provided within 10 days of the request unless agreed to otherwise by the Parties. Immediate Notification. CUSTOMER shall be notified immediately of any requests or demands for Confidential or Proprietary information by any person. Flywire TECHNOLOGY is not responsible for any CUSTOMER data loss, damage or corruption due to negligence of CUSTOMER or circumstances beyond FLYWIRE TECHNOLOGY s control. Page 11

12 Contacts & Signatures K E Y C O N T A C T S CUSTOMER: FLYWIRE TECHNOLOGY 104 West Candler Street Winder, GA Phone: Phone: Main Contact 1 st : Service, Support, Dispatch 2 nd : Service Mgr Jason Lamb 3 rd : Sales Rep Marc Gray A U T H O R I Z E D S I G N A T U R E S Customer: Flywire Technology, LLC Authorized signature Authorized Signature Name (Type or Print) Name (Type or Print) Title Title Date Date Page 12

13 Billing Rates R A T E S Description Price Silver/Gold/Platinum Quantity Hosting of a single application $40 /NA/NA 1 $ Full hosting package to include Microsoft Office Professional suite, Microsoft Exchange and one application $NA/$75/ $90 1 $ Monthly Charge Additional applications hosted (single monthly charge per system) $ $0.00 External backup through Intronis Data storage: 100 GB included $50 / additional 50 GB of data $35 for first 50GB $50.00 TOTAL $ SETUP FEE: A setup fee is due at the time of signing and is equal to two (2) months charges. This setup fee covers set-up, coordination and implementation of software and applications during the initial design, configuration and go live phases of the customer s system. Page 13