NetTec NSI Service Agreement

Terms & Conditions

TERM: The obligations hereunder shall be binding upon the parties for a term beginning this day and continuing until formal cancellation by either party in writing.  All subscription services have a term that automatically renews for another term of the same length until formal cancellation by either party in writing at least 90 days prior to the term’s end date. Some subscription services including Microsoft Azure may require 1 year or 3 year commitments and up front and/or continued payment in order to receive discounted pricing; the CLIENT agrees to the term and any up front or continued payment for these subscriptions that is chosen by the CLIENT at the time of signing the NetTec NSI, LLC Service Agreement. Work done by NetTec NSI to cancel services will be billed at the current non-managed hourly rate and will be paid by CLIENT.

SERVICES

A. INCLUDED HOURLY SERVICES: In consideration of the hourly fees and payments by the CLIENT, NetTec NSI, LLC agrees to provide the following services to the CLIENT for the term of this contract: managed services, subscription services, computer system administration, consultation, research, design, integration, installation, implementation, monitoring, support, help desk, patching, end user training, custom application programming, web design, development, maintenance and updates, troubleshooting, backup configuration and restoration and other services as needed.

B. AVAILABLE ADDITIONAL SERVICES: The following services are not included among the items of the Included Hourly Services of this contract but are available to the CLIENT at the rates then prevailing and in place by NetTec NSI, LLC: Application Hosting, Cloud Services, Web Hosting, Licensing, Data Backup and Disaster Recovery and Security Monitoring. These services apply to the terms of this agreement.

FEES AND PAYMENTS

A: AGREED PAYMENTS: In consideration of the services to be provided hereunder by NetTec NSI, LLC, the CLIENT agrees to pay NetTec NSI, LLC pursuant to the current subscription rates, to be paid in United States currency or its equivalent. These rates are subject to change and notice will be given to the CLIENT prior to any change in the stated rates via email.  Unless otherwise stated in this AGREEMENT, time spent for any period shall be pro-rated in fifteen-minute increments.  The CLIENT will pay for a minimum of one hour for on-site work including travel time and a minimum of one hour for off-site work.

B: PROMPT PAYMENT REQUIRED: Payments shall be due on or before the thirtieth day following the rendering of an invoice or statement for services rendered by NetTec NSI, LLC.  

Disputed Bills. You must review bills in a timely manner. To dispute a bill, you must comply with the dispute resolution provisions in Section 30 and submit your Bona Fide Billing Dispute, in writing with all supporting documentation, within 60 days after the date on the bill. You shall not withhold payment of any undisputed amounts simply because you have a Bona Fide Billing Dispute. You accept all charges on your bill not disputed within the period provided above, and irrevocably waive any right to dispute or otherwise disclaim your liability for those charges.  

In the event any invoice or statement remains unpaid thirty days after rendered, NetTec NSI, LLC shall be under no obligation to perform any included or additional services under this AGREEMENT until the outstanding balance has been paid in full.  NetTec NSI, LLC shall not be responsible to perform any support, maintenance, evaluation, design, or any other service while any amount remains outstanding beyond thirty days from the date the invoice was rendered.  Any balance remaining outstanding beyond thirty days from the date an invoice is rendered shall bear interest at the rate of 10% per month on the entire outstanding balance, compounded monthly.  RMM and Remote Desktop services shall be payable on the first of the month of service.  If payment is not received on the first of the month of service for RMM and Remote Desktop services, interest will be charged beginning on the first day the payment is late.  RMM and Remote Desktop services are subject to immediate shutdown for late payment.

C:  CUSTOMER SATISFACTION SURVEYS:  CLIENT agrees to participate in regular NetTec NSI customer satisfaction surveys for the purpose of improving NetTec NSI services.

D: PAYMENT FOR REMOTE MONITORING AND MANAGEMENT: CLIENT agrees to pay for the entire month of service prior to the start of service.  CLIENT will be invoiced for services prior to the receipt of services.  Payment for Remote Monitoring and Management services is due on the 1st of the month that services are rendered.  Failure to pay prior to or upon due date will result in services being terminated.

E: PRORATED SUBSCRIPTION SERVICES: CLIENT agrees that all subscription services are for the full month of service and that no services will be prorated. The entire month’s subscription charge will be invoiced and due for any subscription prior to the start of the month regardless of the number of days the subscription is used.

EXCLUSION OF WARRANTIES

NetTec NSI, LLC does not provide warranties for any software, services or products used or installed by NetTec NSI, LLC in the performance of any services under this AGREEMENT.  The CLIENT’s sole warranty on any hardware or software product shall be the warranty, if any, of the manufacturer of the hardware or software.  In the event that NetTec NSI, LLC is provided any warranty by any manufacturer for equipment installed in the CLIENT’s system, NetTec NSI, LLC agrees to pass any such warranty on to the CLIENT to the extent permitted by existing law, and does not adopt or assume any obligation under any such warranty.  NetTec NSI, LLC hereby expressly excludes any warranties or merchantability or fitness for a particular purpose for any services, hardware or software products associated with its services.

LIMITATION OF REMEDIES

NetTec NSI, LLC shall in no event be responsible for or bear any liability for any incidental or consequential damages for any services performed under this AGREEMENT.  In the event of any breach of this AGREEMENT by NetTec NSI, LLC or the failure of NetTec NSI, LLC to perform any obligation hereunder, the liability of NetTec NSI, LLC shall be limited to the correction by NetTec NSI, LLC of the service provided to the CLIENT.  In no event shall NetTec NSI, LLC be responsible for or liable for any loss of revenue, loss of profits, loss of use of equipment, or any costs or expenses associated with any down time for computer services, equipment or software. NetTec NSI, LLC shall in no event be liable for delays caused by flood, fire, casualties, national emergencies, loss of data, acts of military authorities, acts of god, or other causes beyond its reasonable control.

DESIGNATED CLIENT CONTACT

NetTec NSI, LLC shall accept direction for covered services only from the DESIGNATED CONTACT in the CLIENT’s office. The CLIENT may change the DESIGNATED CLIENT CONTACT by delivering notice of the change to NetTec NSI, LLC in writing at its regular place of business or via e-mail.

TERMS OF COLLECTION, USE AND SHARING OF DATA

CLIENT DATA:  Client Data is all the data, including all text, sound, software or image files that you provide, or are provided on your behalf, to NetTec NSI through your use of the NetTec NSI services, or which are stored on facilities owned or maintained by NetTec NSI.  Client Data is the property of the Client, and shall in no way be deemed to be the property of NetTec NSI.  NetTec NSI may use Client Data only to provide you the NetTec NSI services.  NetTec NSI may use statistical data, trends and usage information derived from your use of NetTec NSI’s services for the purpose of providing, operating, maintaining or improving the services.  Except as described herein, NetTec NSI will not disclose Client Data without consent unless required by applicable law.  NetTec NSI will not disclose Client Data to a third party (including law enforcement, other government entity or civil litigant) except as directed by the Client or as required by applicable law.  Should a third party contact NetTec NSI with a demand for Client Data, NetTec NSI will attempt to redirect the third party to request it directly from the CLIENT.  As part of that, NetTec NSI may provide basic contact information to the third party.  If compelled to disclose Client Data to a third party, NetTec NSI will use commercially reasonable efforts to notify the Customer in advance of a disclosure unless legally prohibited from doing so.

Upon termination of this agreement and at the termination date, NetTec NSI is NOT be responsible nor obligated in any way to maintain any Client systems or Client Data or any of the following, which includes but is not limited to files, folders, backups, emails, passwords, user accounts, cloud subscriptions, software, uninstall codes, installation media, drives, keys, codes, cloud systems or service, knowledge of systems, designs, estimates, quotes, invoices or other thing related to the CLIENT or CLIENT systems, subscriptions or services.

ADMINISTRATIVE DATA:  Administrator Data includes the information collected as part of purchasing the Services or managing billing and contact information for NetTec NSI services. NetTec NSI may use Administrator Data to contact you to provide information regarding billing and updates about your services under this Agreement, to contact you regarding a third-party inquiry we receive regarding your use of the Services, or to compile statistical information for use by NetTec NSI in the performance of its business pursuits.  Administrator Data shall be deemed to be the property of NetTec NSI.

HOURS OF OPERATION: NetTec NSI, LLC normal hours of operation are Monday Through Friday from 8 AM to 5 PM, except for national holidays.  Emergency service is defined as when a CLIENT requests an immediate response and cannot wait until the next available open scheduled window.  Services performed before or after normal hours of operation, on national holidays, or for emergencies shall be paid at the hourly rate indicated in the Rate Schedule.  The CLIENT understands that NetTec NSI, LLC may not be available inside or outside of the stated hours of operation for unscheduled or unplanned work or in the event of an emergency.

TRAVEL EXPENSES:  Should CLIENT require site visitation, client agrees to pay NetTec NSI, LLC for all travel related expenses incurred while providing services.  Travel expenses will be defined as, but not limited to, transportation, lodging, and meals.  

COSTS OF COLLECTION: In the event that the CLIENT fails to pay any balance when due hereunder, and it becomes desirable for NetTec NSI, LLC to hire an attorney, collection agency or other entity to collect any balance due hereunder, the CLIENT agrees to pay all costs of collection, including any reasonable agency or attorney’s fees.

USE OF SOFTWARE PRODUCED AND SUPPLIED BY OTHER COMPANIES

In providing services to the CLIENT, NetTec NSI, LLC utilizes software produced and supplied by other companies, and licensed for use by NetTec NSI, LLC (hereinafter the Licensed Software).  This may be media, printed materials, and "online" or electronic documentation.  NetTec NSI Company does not own this Licensed Software and its use is subject to certain rights and limitations of which the producers of the software require be provided to and agreed upon by all users. Your right to use such licensed software is subject to the terms and conditions imposed by such software producers and consent to its and their terms and conditions.  The producers of such software have no direct support obligations to CLIENT.  Where available from the software producers, NetTec NSI will provide you with a copy of the written terms and conditions from such software producers. 

A: OWNERSHIP OF LICENSED SOFTWARE: Title, ownership and intellectual property rights of all software licensed for use by NetTec NSI, LLC and its clients shall at all times remain with and be the property of the producer of the software.  Such software may be protected by copyright laws and/or international copyright treaties, as well as other intellectual property laws and treaties. Possession, access, or use of the Licensed Software by CLIENT does not transfer any ownership right to the Licensed Software.  CLIENT may not make any copies of the Licensed Software, and must uninstall, erase or destroy all Licensed Software installed on CLIENT’s computer(s) upon termination or cancellation of this agreement with NetTec NSI, LLC, upon notice from NetTec NSI, LLC, or transfer of CLIENT’s computer(s) containing any Licensed Software to another person or entity, whichever occurs first.  CLIENT may not rent, lease, lend, pledge, or directly or indirectly transfer or distribute the Licensed Software to any third party, nor permit any third party to have access to and/or use the functionality of the Licensed Software.

B: LIMITATIONS ON REVERSE ENGINEERING, DECOMPILATION AND DISASSEMBLY: CLIENT may not reverse engineer, decompile, or disassemble the Licensed Software, except and only to the extent that applicable law expressly permits or requires such activity. 

C: COOPERATION: Upon termination of the right to use any Licensed Software, CLIENT will cooperate in removing or deactivating all copies of the Licensed Software from its computers upon which it has been installed, and in returning or destroying all media containing the Licensed Software. 
D: EXPORT RESTRICTIONS: Most software produced in the United States may not be exported without specific governmental approval.  The CLIENT agrees to comply with all applicable international and national laws that apply to the Licensed Software, including the U.S. Export Administration Regulations, as well as end-user, end-use and destination restrictions issued by U.S. and other governments. 

AGREEMENT REGARDING NETTEC NSI, LLC PERSONNEL

The CLIENT has been advised that NetTec NSI, LLC has a substantial investment in training its technicians and personnel to perform services pursuant to and under this contract.  CLIENT acknowledges the proprietary interest of NetTec NSI, LLC in retaining properly trained personnel, and hereby agrees that neither it nor any corporation in which it holds a majority interest, or any corporation which shares common ownership of 50% or more with CLIENT, shall hire any employee or technician employed by NetTec NSI , LLC, either as an employee or on an independent contractor basis, at any time during the course of this contractual agreement, and for two years after the termination hereof.  In the event that any such entity or corporation does hire any such NetTec NSI, LLC employee or independent contractor in violation of the terms of this agreement, CLIENT agrees that the damages for breach of such contract would be difficult to ascertain with certainty, and CLIENT agrees in that event to pay to NetTec NSI, LLC, as damages for breach of contract and not as a penalty, a sum equal to two (2) times the yearly salary or commissions paid to the said employee or contractor, as computed by using the two-year period immediately prior to the employment by the CLIENT of the employee or independent contractor.  For purposes of assessment of damages under this paragraph, the two year salary liquidated damages shall be computed using the yearly salary of a NetTec NSI, LLC employee holding the same position as the employee ultimately hired by the CLIENT.

AGREEMENT NOT TO DISCLOSE CONFIDENTIAL INFORMATION

WHEREAS, NetTec NSI, LLC is engaged in the provision of computer network design, programming, system support, technical support, software support, hosting, remote monitoring and maintenance, technology and consulting services to the general public, and WHEREAS, in the course of the provision of computer network design, programming, system support, technical support, software support, hosting, remote monitoring and maintenance, technology and consulting services to the public, NetTec NSI, LLC has developed ideas, plans, methods of operation in the provision of such services, customer lists, and pricing information, which ideas, plans, methods of operation, customer lists, and pricing information (hereinafter referred to as the Confidential Information) are confidential and are maintained on a confidential basis by employees of, independent contractors with NetTec NSI, LLC, and third parties, and WHEREAS, the Undersigned Person desires collaborate with and or procure services from NetTec NSI, LLC, and WHEREAS, in order to collaborate with or procure services from NetTec NSI, LLC, it may be necessary or desirable to disclose the Confidential Information to the Undersigned Person, and WHEREAS, in order to induce NetTec NSI, LLC to engage in business with the Undersigned Person, the Undersigned Person is willing to maintain the Confidential Information and not disclose its terms to any other person or entity; NOW, THEREFORE, KNOW ALL MEN BY THESE PRESENTS that in exchange for the agreement by NetTec NSI, LLC to conduct business with the Undersigned Person, the Undersigned Person agrees to maintain in strictest confidence all Confidential Information revealed to him, her or if revealed at any time by NetTec NSI, LLC, and the undersigned agrees not to reveal such Confidential Information to any other person or entity without the express, written consent of NetTec NSI, LLC. It is further agreed that, in the event that the Undersigned Person engages or attempts to engage in activity in violation of this Agreement Not to Disclose Confidential Information, the terms of this Agreement Not to Disclose Confidential Information may be enforced by injunctive relief in addition to the recovery of any and all damages for the breach of these provisions.  In the event that it is necessary or desirable for NetTec NSI, LLC to consult with an attorney or bring legal action to enforce the terms of this Agreement Not to Disclose Confidential Information, the Undersigned Person agrees to pay any and all costs, expenses and attorneys fees incurred by NetTec NSI, LLC in enforcing the terms hereof. 

NON-TRANSFERABLE AGREEMENT

The benefits of this AGREEMENT between NetTec NSI, LLC and CLIENT may not be transferred or assigned to any other person, company or entity.

NON-CANCELLATION/RENEWAL/SUSPENSION OF SERVICE

This service AGREEMENT is non-cancelable by the CLIENT during the term of this AGREEMENT. At the end of the term set forth above, the terms and conditions of this service AGREEMENT shall automatically be renewed for a like term unless, at least 90 days prior to the anniversary date hereof, CLIENT sends written notice of its intent not to renew this AGREEMENT.  NetTec NSI, LLC may suspend services to the CLIENT under this AGREEMENT at any time for cause, including the failure to timely pay any balance by CLIENT or the default by CLIENT of any other obligation under this AGREEMENT.  The suspension of service by NetTec NSI, LLC shall not terminate or suspend any of the obligations of the CLIENT under this AGREEMENT, and such obligations shall continue despite the suspension of services until the CLIENT cures the default which caused the suspension of such services.

Unpaid balances for Microsoft Azure Reserved Instances will result in early termination fees as directed by Microsoft; CLIENT is responsible for paying 100% of any related early termination fees as it applies to their usage.

ENTIRE AGREEMENT

The terms of this AGREEMENT represent the entire AGREEMENT between the parties, and there are no agreements other than as expressly contained herein.  Any change or modification to this AGREEMENT will be in writing by CLIENT and displayed here by NetTec NSI, LLC.  Terms and conditions of this agreement may be updated regularly by NetTec NSI, LLC.  CLIENT should refer back to this page for any updates to the terms and conditions and prices of this agreement.

CONTROLLING LAW

This AGREEMENT shall be governed by the laws of the State of South Carolina.  The CLIENT hereby consents to the jurisdiction of the courts of Charleston County, South Carolina in enforcing any term hereof.  It is agreed by and between the parties that any litigation regarding this AGREEMENT shall be conducted in state or federal court in Charleston County, South Carolina.

MICROSOFT CLOUD AGREEMENT

All Office 365, Azure, Remote Desktop Services and other cloud related Microsoft CLIENTS agree to the terms of the Microsoft Cloud Agreement. These terms are non-negotiable. By using any of these services CLIENT agrees to these terms. NetTec NSI is merely the cloud provider, service provider, hoster and reseller of Microsoft’s Cloud Services and subscriptions.

MANAGED SUBSCRIPTION AND MONTHLY MINIMUM SERVICE SUBSCRIPTION

The rate structure pursuant to this Service Contract between NetTec NSI, LLC and CLIENT may either be on a minimum monthly service subscription, or on an hourly basis without any monthly minimum subscription.  The parties agree that efficiencies of scale permit NetTec NSI, LLC to offer its services at a reduced hourly rate to CLIENTs who retain a minimum monthly usage of the services of NetTec NSI, LLC.  Accordingly, the parties to this Service AGREEMENT hereby agree that the CLIENT retains NetTec NSI, LLC to perform and provide services hereunder at rates agreed to below.  CLIENT agrees that it shall pay NetTec NSI, LLC for the subscriptions at the rate agreed to on this Rate Schedule, whether the services of NetTec NSI, LLC have been actually been utilized or not.  It is further agreed that any hours in addition to the minimum monthly rate specified below will be billed and paid at the hourly rate specified.  It is further agreed that there shall be no carry forward hours if the CLIENT does not actually utilize the services of NetTec NSI, LLC for the minimum monthly retention in any particular month, and the computation of hours used in any month shall be computed from zero beginning on the first business day of each month.  The minimum usage designated by the parties at the inception of this AGREEMENT shall control the fee for the services of NetTec NSI, LLC for the term of this Service AGREEMENT, unless the parties agree otherwise in a written instrument signed by authorized representatives of each party hereto.  It is further agreed that NetTec NSI, LLC may change the rate structure set forth hereunder by updating this page. 100% of on premise or on site work performed by NetTec NSI, LLC will be billed and is billable to CLIENT. Drop off, pick up, delivery, drive time, setup, troubleshooting, installation, configuration, meetings and any other work that requires on premise or on site personnel will be billed at the current hourly rate to CLIENT.

RATE SCHEDULE NOTES

  • Non-managed subscribers pay AGREED UPON RATE plus an additional 25% for Emergency and After Hours Service. Note: availability of emergency service is NOT guaranteed.

  • Non-subscribers pay a minimum of 30 minute phone and one hour on-site plus travel time.

  • Non-subscribers pay the current rate as needed for Microsoft Support, typically $495 per incident.

  • After Hours Service is outside of normal business hours (M-F, 8-5).

  • Hourly rate depends upon services purchased. With RMM Services, all systems covered by RMM are entitled to the standard RMM hourly rate.

  • If not specified elsewhere, the hourly rate is $295.

RMM Subscription Services Rates (subject to change - check this page for updates):

  • RMM and Remote Desktop Setup = $100 per device/user

  • RMM and Remote Desktop Shutdown = $100 per device/user

  • MDM = $15 per device per month

  • Elite Server Care = $175 per server per month

  • DC+ (Desktop Care+) = $25 per desktop per month

  • DC+USHD (US Help Desk) Business Hours = $75

  • DC+USHD After Hours = $65

  • DC+USHD 24x7 = $75

  • Hourly project work for devices on RMM subscription = $195

  • Hourly project work for devices NOT on RMM subscription = $295

NetTec NSI LLC W-9

Help Desk Service Statement of Work

1. OVERVIEW

This Statement of Work (“SOW”) for Help Desk Service has been entered into pursuant to the Schedule of Software and Services ("Schedule") between your organization (“You,” “Your” or “Client”) and NetTec NSI LLC and the terms of the then current Master Agreement and the applicable Addendum(s) located at https://NetTecNSI.com (collectively the "Agreement"). Such terms are incorporated by reference as if fully set forth herein.

The scope of the Help Desk Services may change and we may update this document from time to time. It is your responsibility to check this SOW periodically for changes.

2. SERVICE DESCRIPTION

NetTec NSI LLC’s Help Desk Service is a Help Desk Service which allows End users to obtain Help Desk Services. This SOW defines what is in scope, what is not in scope and CLIENT responsibilities. The CLIENT acknowledges and agrees that anything not specifically set forth herein as in scope is deemed out of scope. “End Client” or “End Client site” shall mean any entity for whom CLIENT provides one or more elements of the Help Desk offering.

3. Help Desk Service Options

CLIENTs have the option to select the hours the Help Desk Service is to be available for the End Clients.

Coverage Hours

The hours below are noted by End Client hours:

• 24x7: 24 hours a day, 7 days a week coverage

• After Hours and Weekends: 5:00 PM to 9:00 AM coverage

• Business Hours: 8:00 AM to 6:00 PM Monday through Friday

Holiday Coverage

During major holidays the Help Desk Service will operate with reduced staffing. Please know that reduced capacity will be in place for the following holidays or their observed dates:

• New Year's Day

• U.S. Memorial Day

• U.S. Independence Day

• U.S. Labor Day

• U.S. Thanksgiving & day after U.S. Thanksgiving

• Christmas Eve & Christmas Day

Location of Services

NetTec NSI LLC has multiple offices for Help Desk Service teams including Pittsburgh, PA, USA and Clark Freeport, Philippines. NetTec NSI LLC also hires technicians via a work from home policy. The following service levels are based from where the service is being delivered:

• US Voice: All phone contact is routed and managed by the North America-based Help Desk Service delivery team. Email and chat communications are routed and managed through any Help Desk Service location.

• Global: Help Desk Service requests may be routed to any Help Desk Service location with our Global Help desk being the priority routing.

• HD Premier: End Client interactions will be with the North America-based Help Desk Service delivery team. The North America-based Help Desk Service delivery team may utilize global resources to perform services which do not require voice interaction with the End Client (typically reserved for off hours/scheduled work or chat interactions during peak times or unusual interaction volume).

4. In Scope Services

NetTec NSI LLC will make commercially reasonable efforts to provide the following Services:

• Operating system (OS) versions currently supported by Microsoft and Apple

• Microsoft Office Suites current generally available version and at NetTec NSI LLC’s discretion, one previous version

• Email Clients: Microsoft Office 365 Outlook, Microsoft Windows Mail App, Google Workspace and Mac Mail

• Browsers: Chrome, Microsoft Edge, Firefox, and Safari

• Thin Client & Virtual Desktop Interface (VDI): Help Desk Service supports sites using a thin client by connecting to the server and remote controlling the end client’s session. The NetTec NSI LLC Remote Monitoring and Management (“RMM”) server agent must be installed on the server first, and if the end client is using a Windows or Mac desktop, the NetTec NSI LLC RMM desktop agent must also be installed on that desktop.

• AWS (Amazon Web Services) Workspaces. An RMM agent is required to be installed on each workspace (virtual machine). Help Desk Service technicians can reset/restart workspaces from the AWS management portal if accounts to access the portal and appropriate permissions are provided.

• Azure Virtual Machines. An RMM agent is required to be installed on each workspace (virtual machine). Help Desk Service technicians can reset/restart workspaces from the Azure Virtual Machines management portal if accounts to access the portal and appropriate permissions are provided.

• Help Desk Service will assist end clients with the restoration of files and folders owned/created by the same end client using NetTec NSI LLC Recover solution or Microsoft Previous Versions when enabled.

Interactions with End Clients:

1. Inbound phone interactions into the Help Desk Service designated phone numbers and 877-881-4651

2. Inbound chat interactions from the chat client accessed through the installed RMM agent or Microsoft Teams

3. Outbound callbacks requested through tickets opened through the Help Desk Service ticketing service

4. Outbound callbacks requested by the end client via email/phone/chat

Scope of Service for End Client Interactions:

1. Email or application crashed or not functioning properly

2. Printing issues

3. ODBC connectivity issues

4. File and folder access incidents

5. Isolate and remotely troubleshoot general hardware failures

6. Computer performance incidents

7. Scanning and removal of viruses / malware from individual workstations

8. For non-commercial networks (i.e. home networks), Help Desk Service will attempt to isolate network issues and direct the client to power-cycle attached devices (i.e. a local router)

9. For commercial / business / client sites, Help Desk Service will attempt to isolate network issues and direct the client to power-cycle access points and / or other attached devices (i.e. a local router). The Help Desk Service will perform power-cycle activities only with detailed, documented instructions and documented CLIENT approval. Documentation must list applications, application credentials, and precise instructions used to perform the power-cycle activities.

10. Install new tools when licensing and authorization are provided / purchased by the CLIENT.

11. OS Upgrades for desktops. Documented approval by CLIENTs is required due to risks associated with the upgrade.

12. Firmware updates for hardware. Documented approval by CLIENTs required due to risks associated with the upgrade

13. With CLIENT approval providing end users access to their work PC through their personal PC/home network using VPN/NetTec NSI LLC Control.

CLIENT Interactions:

CLIENTs may request work by opening a ticket by calling or chatting with the Help Desk Service. The Help Desk Service will schedule CLIENT interaction requests based on resource availability with the intention of limiting SLO degradation. Work will typically be performed after hours when the End Client workstation is not in use. The CLIENT acknowledges and agrees that the work may be completed by NetTec NSI LLC’s Global Help Desk Service team. You further acknowledge and agree that the work may require the Global Help Desk Service to call or email the end user.

Scope of service for CLIENT initiated tasks:

1. Mailbox and distribution list creation

2. Password resets and unlocking of domain accounts

3. File and folder permission changes

4. Microsoft Outlook profile set-up activity

5. For users that have a workstation with an agent installed and/or a user that has an RDP access to a server that has an Elite Server Care agent installed, single mobile device email setup and configurations along with email, contact, and calendar synchronization

6. Troubleshooting Office 365 restoration include emails, calendars, OneDrive files and folders, SharePoint Sites and data, and Microsoft Teams data for those CLIENTs using NetTec NSI LLC Recover for SaaS or 365 backup

7. Google Workspace restoration include Gmail, Google Drive, Calendar, and Google Sites for those CLIENTs using NetTec NSI LLC Recover for SaaS

8. Single user create, update, or delete activity

9. Single PC setup

10. Single Office 365 account maintenance

11. Single endpoint protection scan

12. Single Performance scan

CLIENTs may initiate requests for work to multiple end points for a single site. An CLIENT request for the same action involving more than 5 end points per day (per site) is considered a project that will be escalated back to the CLIENT. CLIENTs may also opt to use NetTec NSI LLC's Tech Advantage Service to fulfill these requests for an additional pre-determined not to exceed fee.

5. Out of Scope Services

1. The Help Desk Service does not change network configurations, including firewalls, nor does it provide support for troubleshooting or power-cycling network gear found in server rooms, data centers, or other computer/networking space. Firewall support and changes is part of the Elite Network Care service.

2. Fix database corruption issues

3. Help Desk Service will not perform any virtualizations, policy changes on a Recover product.

4. Help Desk Service will not perform services on non-NetTec NSI LLC backup and restoration products

5. End Client Training – example teaching clients how to use PowerPoint

6. Unless otherwise approved and documented by the CLIENT, downloading and installing 3rd party applications

7. Contacting 3rd party vendors for support – this will be done as a Tech Advantage Project, a paid service with pre-approval by CLIENT.

8. Help Desk Service will not install any solution unless the licenses are provided. To reduce the risk of fraud, under no circumstance will the Help Desk Service engage in financial transactions and or the procurement of licenses on CLIENT’s behalf.

9. Support for Mobile Device Management Solutions

10. Citrix is not part of Help Desk Service standard offering

11. IT Based Projects support – All CLIENT IT based projects that result in Help Desk Service contact will be escalated to the NetTec NSI Tier 4. Tier 4 will coordinate with the Help Desk Service when there is an expectation of calls/emails/chat/tickets following a CLIENT initiated IT project.

12. Hardware-related issues (hard disk, memory, power supply, etc.). All hardware and/or equipment issues will be escalated to the on-site team for remediation after pre-approval by client

13. Issues detected with the NetTec NSI LLC’s platform, billing, automation. The NetTec NSI LLC Product Support Team will work directly with the CLIENT on these issues,

14. Internet service provider (ISP) outages are reported to ISP if CLIENT subscribes to Elite Network Care and are worked as a Tech Advantage project otherwise and will require pre-approval.

15. Hardware, software, or ISP vendor ticketing and management are billed hourly as a Tech Advantage project.

16. On-site support at CLIENT and/or end client locations for hardware and physical connectivity issues are billed hourly as a pre-approved Tech Advantage project.

17. Anything not specifically identified as in scope.

6. CLIENT Responsibilities

The following items are the CLIENT’s responsibility and the CLIENT agrees to comply and timely complete all such items:

• Register, review and promptly complete the Help Desk Success course

• Review and promptly complete the Activating Help Desk steps

• Review and setup security best practices and follow the following steps to provide the Help Desk Service access to MFA protected end points. Custom Passwords and Properties

• End Client Sites must be enrolled in Help Desk Service. A service level and hours of coverage must be selected via email

• RMM Agent must be installed at the end point before NetTec NSI LLC will provide services. NetTec NSI LLC can install an RMM agent if one is not detected at NetTec NSI LLC’s then current rates.

• In order to provide a good experience for End Clients, the Help Desk Service must be able to recognize the number calling. This is done by the data the Client provides through the Contact template upload process via email.

• It is the Client’s responsibility to ensure that the documentation has the appropriate information for access and instructions for escalation.

• Client must provide necessary credentials for Help Desk Service backup access, firewalls, admin portals, third party portals, domain registrars, etc. and encryption passphrases.

7. Service Level Objectives:

NetTec NSI LLC endeavors to provide the following service levels:

• Speed of Answer Target: 70% of telephone calls and chats answered in 1 minute or less

• -70% of email and PSA tickets are answered in 12 hours or less

• Interaction Handle Time Target: approximately 25 Minutes

• Resolution Rate Target: 75% of interactions resolved without the need of escalation

• Client initiated requests completed by 6:00 AM (local machine time zone) the day following the request. For sites subscribed to Business Hours support, projects will be completed by the next business day rather than the next calendar day

8. How CLIENTs/Partners contact the Help Desk Service

CLIENT may provide the following number and email address to their end users (end clients) to contact the Help Desk Service:

o US: +1 866 520-6414

o AU: +61 (2) 8115-5681

o UK: +44 (13) 4453-5341

o Toll: +1 724 -720-9076

o Taiwan: +886 801491168

o India: +91 8000-503272

o France: +33 801 84 14 18

o Netherlands: +318 0002 28288

o Email: 24x7helpdesk@nettecnsi.com