This Service Level Agreement (the “Agreement”) is entered into on the date of acceptance by the Client and Harrison Ward Technology (the “Company”), and is effective as of the date of acceptance.
- Services. The Company shall provide the following services to the Client:
- Remote monitoring and management of the Client’s IT infrastructure, including servers, network devices, and endpoints.
- Patch management and software updates to keep the Client’s IT infrastructure up to date and secure.
- Regular backups and disaster recovery planning to ensure the Client’s data is protected.
- 24/7 Help Desk support to provide assistance with IT issues as they arise.
- Proactive maintenance and optimization of the Client’s IT infrastructure to improve performance and reduce downtime.
- Security assessments and threat monitoring to identify and mitigate potential security risks.
- Service Level Objectives. The Company shall use commercially reasonable efforts to meet the following service level objectives:
- Network availability: 99.9%
- Help Desk response time: 2 hours or less
- Problem resolution time: 8 hours or less
- Reporting. The Company shall provide regular reports to the Client detailing the services provided, any issues encountered, and any actions taken to resolve them.
- Fees. The Client shall pay the Company a monthly fee for the services provided under this Agreement. The fee shall be determined based on the number and type of devices and services covered under the Agreement. The Client shall also be responsible for any additional costs incurred for services outside of the scope of this Agreement.
- Change Control. Any changes to the services provided under this Agreement must be made in writing and agreed upon by both parties.
- Confidentiality. The Company shall keep all information and data provided by the Client confidential, and shall not disclose such information to any third parties without the Client’s prior written consent.
- Representations and Warranties. The Company represents and warrants that it has the necessary expertise and experience to provide the services described in this Agreement, and that it shall perform the services in a professional and timely manner.
- Limitation of Liability. The Company shall not be liable for any damages resulting from the failure of the services provided under