1. Normal Business Hours
For the purpose of this Agreement normal business hours will be 8:00 am – 5:00 pm MST Monday through Friday, excluding public holidays observed by Amnet.
2. Service Outside Normal Business Hours
OUTSIDE NORMAL BUSINESS HOURS, DEFINED BY THIS AGREEMENT TO BE 5:00 PM – 8:00 AM MST MONDAY THROUGH FRIDAY, ALL DAY SATURDAY AND SUNDAY, AND HOLIDAYS OBSERVED BY AMNET. SERVICES PERFORMED AFTER BUSINESS HOURS WILL BE BILLED AT 150% OF CONTRACTED RATE. HOLIDAYS WILL BE BILLED AT 200% OF CONTRACTED RATE. CONTRACTED RATE IS $155 PER HOUR
3. Holiday Schedule
Amnet will be closed on the following holidays: New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Thanksgiving Holiday (Day after Thanksgiving), and Christmas Day. When a holiday falls on a Saturday, it is normally observed on the preceding Friday. When the holiday falls on a Sunday, normally the following Monday is observed.
4. Support and Escalation
Amnet will respond to Client’s service requests under the provisions of Schedule A of this Agreement during Normal Business Hours, and with commercially reasonable efforts after hours or on holidays. Service requests must be opened by Client by email submission to our Help Desk or by phone if email is unavailable. Each call will be assigned a Service Ticket number for tracking purposes. Support requests for clients covered under the Agreement must be made to our Service Desk. All requests for support regardless of type will be processed according to Schedule A of this Agreement.
5. Hardware and Software Support
Amnet shall provide support for the equipment / devices as defined in Agreement Acceptance section of this Agreement, provided that the following conditions are met and maintained by Client:
- All hardware and or equipment as defined in the Agreement Acceptance section of this agreement must be covered under a current active Manufacturer’s Warranty Agreement that will provide for the repair or replacement of equipment in the event of a failure of said covered equipment.
- If replacement parts are not provided by current active Manufacturer’s Warranty Agreement, replacement parts must be readily available at Client location provided by Client.
- All Software must be genuine, currently licensed and vendor-supported.
- Any custom or 3rd party applications must be covered by a valid and active support contract from the Software Vendor.
Should any hardware, software, or systems otherwise covered under this Agreement fail to meet these provisions, they will be excluded from this Agreement. Any and all 3rd party Vendor support charges that are required to resolve any issues will be invoiced by Amnet to Client.
6. Monitoring Services
Amnet will provide ongoing 24 X 7 monitoring of all subscribed devices; as outlined in Schedule A. A small application referred to as the “Agent” will be installed on all covered computers. Amnet engineers shall use the installed agent to monitor covered devices and provide monthly reports as well as document critical alerts, scans, and event resolution to Client. Should a problem be discovered during monitoring Amnet shall make every attempt to rectify the condition in a timely manner remotely or on-site in accordance with Schedule A. Any work performed after business hours will be billable in addition to the monthly Agreement.
7. Product Cost
Cost for new hardware/software, repair of hardware or replacement of hardware/software is considered beyond the scope of this Agreement and is NOT covered. The purchase of all hardware and software must be paid for by Client in advance.
8. Trip Charges
Trips outside city limits will be billed at contracted hourly rate outside Colorado Springs, Pueblo, and Denver metro areas.
9. Response Time
Response Time is defined as the amount of time it will take Amnet or one of its agents to begin the process of remediating a problem reported by the Client. Response Time makes no implication of the amount of time to resolve said problem.