This agreement is a legal agreement between you (Customer or you) and Computer Plus Solutions Incorporated and registered in Minnesota with registered office is at 209 Nassau St, St. Peter, MN 56082 (Supplier/we/us/our).

Managed Services and Subscriptions Agreement

Service Level Agreement (SLA)

Helpdesk Services
Endpoint Monitoring & Management
Endpoint Security & Management
Endpoint Backup & Recovery
Network Security & Management
Microsoft 365 Monitoring & Management
Microsoft 365 Data Backup & Recovery
Advanced Email Security & Training
Server Monitoring & Management
Server Security & Management
Server Backup & Recovery

Computer Plus Solutions will provide ongoing monitoring & management services for Endpoints/Users/Servers/Networks as indicated under recurring invoice. Should a problem be discovered during monitoring, we shall make every attempt to rectify the condition in a timely manner through whatever means available. Some fees may apply.

Confidentiality:

● Computer Plus Solutions will not use or disclose any client information, except as necessary for or consistent with providing the contracted services and will use our best efforts to protect against unauthorized use.

Customer must designate which employee(s) authorized employees allowed to make changes to the account, request password modification for themselves or other users.

Limitation of Liability:

Computer Plus Solutions shall perform all services using the same level of care or better than that is expected in the industry. However, in no event shall Computer Plus Solutions be held liable for indirect, special, incidental, or consequential damages arising out of service provided hereunder, including but not limited to loss of profits or revenue, loss of use of equipment, lost data, costs of substitute equipment, or other costs and damages.

Devices Covered:

Endpoints/Servers/Networks management and monitoring included in your Managed Services Plan will be listed on your yearly invoice. If subscriptions on Endpoints/Servers/Networks not listed in your invoice are needed, they will be billed as a separate invoice.

Acceptable Service Request Methods, Hours & Coverage:

Acceptable service request methods:

Help desk agent (Create a support ticket)
Phone: (507) 931-5776
Email: contactus@stpetercomputers.com
Website: www.stpetercomputers.com

Remote Helpdesk/Sessions/In-Store services will be provided to the Client by Computer Plus Solutions between the hours of 10:00 am – 6:00 pm Central Standard Time, Monday through Friday. On-Site services will be scheduled with Client. Excluding the following holidays: New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving and Christmas. Maintenance of servers will be provided to the Client by Computer Plus Solutions remotely on the weekends. Backups, Network & Service Monitoring Services will be provided twenty-four (24) hours per day all year round depending on what subscriptions the Client subscribes to.

Recommendations & Requirements:

PC’s, Servers, and network equipment including routers, switches, backup devices and media must be less than 5 years old or turning 5 years old in the first 12 months of the agreement. Servers must be replaced by clients upon reaching the age of 5 years. Replacement installation costs are billed outside the monthly service amount at the hourly rate. Servers must be covered by an active hardware warranty. MSP will coordinate warranty diagnostics, repairs and return to service.
PC’s (laptops/desktops/Macs) more than 5 years in age that fail will need to be replaced by the client with a new machine or one that is less than 5 years in age. Work to restore or replace equipment older than 5 years will be billed as an additional charge.
All Servers, Desktop PC’s and Notebooks/Laptops with Microsoft Windows or Apple operating systems must be running an operating system supported by Microsoft or Apple with support expected to continue 12 months or more with the latest service packs and critical updates installed. As Microsoft or Apple stops supporting an operating system Client must update their operating system or remove it from any access to the network.
All server and desktop software must be genuine, licensed and vendor supported.
Clients will maintain service/support contracts for hardware such as routers, firewalls and switches and specialty software applications.
All wireless data traffic in the environment must be securely encrypted.
All networks must have a firewall with active subscriptions or a Security Gateway.

Out of Scope Billable Service Rates (See coverage details in Appendix A)

Service Discounts will be applied on any service performed on managed devices.
On-Site Services will be billed per hour.
Remote Sessions $29 per 15-minute increments.
Parts, equipment, or software fees not covered by vendor/manufacturer warranty or support will be billed accordingly or can be paid / purchased directly by the client.
The cost of any Software, Licensing, or Software Renewal or Upgrade Fees of any kind will be billed accordingly or can be paid / purchased directly by the client.
New projects or major upgrades will be billed accordingly.

Initial Payment:

Computer Plus Solutions requires a full payment of the total Yearly amount plus onboarding fees quoted to start the MSP services. Monthly fees will be automatically charged to your credit card.

Terms, Fees & Payment Schedule:

Recurring managed services payments due dates will be listed on recurring invoice. Late fees may apply on overdue accounts.
Failure to pay: If payment is not the MSP reserves the right to put a hold on rendering on-site and remote services until monthly fee has been paid.
If Client fails to make payment for any services or items purchased, and such failure continues for 30 days, interest shall accrue on any amount due at the rate of 12% per annum until paid. In the event collection processes are instituted to collect any amounts due from Client, Client shall pay the costs of collection plus reasonable attorney fees.
Termination by Client: Client may terminate this Agreement with or without cause at any time. No Refunds
In the event of termination of services for any reason by either party, MSP will provide up to 30 days support to allow Client to make a transition provided Client pays all amounts then due and pays the fee for the additional 30 days in advance.
In the event of termination by either party, Client is responsible for the full amount of all payments for services provided and products ordered.
Client shall not modify, create any derivative work of, or incorporate any other software into the computer software programs or any portion thereof with the exception of allowing automatic updates to commence or confirming the installation of an automatically scheduled update or fully supported software for which client has purchased technical support and has scheduled such installation with MSP. Programs must be installed by an MSP technician or software technical support with an MSP technician assisting. MSP shall not be responsible for maintenance of or for repair of errors or malfunctions occasioned by any installation, modification or enhancement to the Programs made by Client or by anyone other than MSP unless MSP has agreed. Corrections of unauthorized modifications shall be at the rate of $110 per hour and may be grounds for immediate termination by MSP of this Managed Services Agreement. Client agrees to prohibit others, including its principals, officers, and employees from installing hardware, working on the technical aspects of the operating systems on the Servers and PC’s or to give anyone Domain Administrator access. Only MSP will make administrative or technical changes to the servers
Remote access to personal computers and/or networks. If or when Client transitions to home or alternative networks, MSP will make best effort to make connections and serviceability. However, home, or alternative networks may not have adequate internet connectivity and equipment to effectively work. MSP is not responsible for inadequacies in those home or alternative networks or to secure those connections. Home equipment will not be as secure and may not have MSP’s software and security features. MSP is not responsible for the security of the home or alternative networks. Work on a home or alternative network unless otherwise included is outside the scope of this Agreement and MSP may charge its then hourly rate for work on home or alternative networks. MSP will charge for additional software installed at home or alternative networks as needed.
Out of scope work will be billed on a separate invoice from the yearly recurring managed services invoice.
Client agrees to all recommendations & requirements in the preceding pages of this document. If client does not comply MSP has authority to terminate contract anytime and client waivers any liability claims. No Refunds
Client will comply with the Policies and Responsibilities and the Managed Services Requirements

Document Revisions Information

Version	Date	Description
1.0	5/12/2022	Initial draft