Download Agreement
This service agreement for hourly IT services is made between OPEN GROUP TECH SERVICES ("Provider") and the client (“Client”) and operates on a month‑to‑month basis, renewing automatically unless either party cancels it in accordance with the terms
1. Service Offered
The provider agrees to offer the following IT services:
· Phone, computer, mobile devices, and printer support
· Network and server support
· Cyber security audits
· User support and training
· Computer and phone repair
· Tech Store for phone, computer, mobile devices, server and printer acquisitions.
· CIO/IT Manager advisory services
2. Response Times
The provider aims to respond to service requests within the following timeframes:
· Normal service requests: Scheduled within 24 hours
· High-priority issues: Responded to within 4 hours
· Critical issues: Responded to within 5 minutes
· Projects: Scheduled within one week
Note: These timeframes are target response times and not guaranteed resolution times.
3. Rates
· Standard hourly rate: $160/hour
· After-hours emergency rate: $240/hour
· After-hours maintenance or scheduled work: $160/hour
· Managed IT services: $140/hour
4. Additional Services
· Support agent: $50/device, billed annually
· Endpoint Detection and Response (EDR)/Malware protection: $50/device, billed annually
5. System Maintenance
Client to select preferred maintenance schedule: Monthly Quarterly
Maintenance includes:
· Security report audit
· Review of system events and health
· System updates and optimization
· Backup health audit
· Completion of outstanding small items
6. CIO/IT Manager Advisory Services
Provider offers complimentary quarterly CIO/IT Manager advisory services for contracted clients, including:
· Strategies to reduce IT complexity and costs
· Recommendations to improve resilience and security
· Feedback for strategic partner meetings
· Project planning, management, procurement and implementation
7. External Providers
While under contract, Provider will be the primary point of contact for all IT services. If an external provider is needed, Provider can:
· Vet and provide temporary access
· Arrange co-managed access
· Facilitate a smooth transition to the external provider as primary
8. Client Information
Service Addresses: (Please list all locations where services will be provided)
Main Office: _________________________________________________
Other Locations: _____________________________________________
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
Operating Hours: (Please specify your operating hours)
Billing Point of Contact:
Name: _________________________ Role: ________________ Phone Number: ____________ Email Address: _________________________________________
Main Point of Contact:
Name: _________________________ Role: ________________ Phone Number: ____________ Email Address: _________________________________________
Additional Point of Contacts (up to three):
Name: _________________________ Role: ________________ Phone Number: ____________ Email Address: _________________________________________
Name: _________________________ Role: ________________ Phone Number: ____________ Email Address: _________________________________________
Name: _________________________ Role: ________________ Phone Number: ____________ Email Address: _________________________________________
Essential Personnel: (Please list key personnel who require priority support)
Name: ________________________ Role: __________________ Direct Line: _____________ Email Address: _________________________________________
Name: ________________________ Role: __________________ Direct Line: _____________ Email Address: _________________________________________
Note: If more personnel need to be listed, a supplemental list can be attached at the end of this contract.
Critical Infrastructure: (Please list critical systems or equipment, along with the point of contact (POC) and their phone number)
Hot Swap Devices and Parts: (Please indicate devices or parts that require immediate replacement availability. Consider desktops, laptops, phones, mobile phones, network equipment, server equipment, and any other part that should be available.)
Note: If more infrastructure items need to be listed, a supplemental list can be attached at the end of this contract.
9. Special Support Requirements:
Please note any additional support needs for critical operations:
10. Project Management Parameters
Approval Threshold for Extended Work:
The client may specify the number of hours beyond quoted time estimates after which written approval is required to continue work.
1. Approval required after additional hours
Component Auto-Approval Threshold:
The client may set a maximum cost for components/parts that can be automatically approved during projects.
1. Auto-approve components under $________
11. Budget Parameters
IT Services, Licenses, and Hardware Budget:
Note: Budget amounts are advisory only. The provider will make reasonable efforts to work within these parameters but cannot guarantee costs will not exceed budget due to unforeseen technical requirements or emergency situations.
12. Term and Termination
Either party may terminate this agreement with a 14-day written notice. Upon termination, Provider will assist with offboarding processes, which may take between two (2) to four (4) weeks depending on the complexity of the Client's systems.
13. Payment Terms
Hourly Services: Hourly services are billed per job, and payment is due within fourteen (15) days of the invoice being sent.
Managed IT Contracts: Managed IT contracts are invoiced on the first (1st) day of each month, with payment due by the end of that month. Any additional fees accrued during a managed IT contract period will be billed in the following month's invoice.
14. Liability
The provider shall not be liable for any indirect, incidental, special, or consequential damages arising out of or in connection with the services provided under this agreement, including but not limited to loss of data, business interruption, or loss of profits. Provider's total liability under this agreement shall not exceed the total fees paid by Client in the three (3) months preceding the claim.
The provider will take commercially reasonable measures to ensure service quality; however, Provider makes no warranties or guarantees regarding uninterrupted or error-free service.
15. Confidentiality
Provider agrees that all information provided by Client during the course of this agreement will be treated as confidential. The provider will not store Client information on its systems beyond what is necessary for service delivery and will not share such information with other clients, vendors, or third parties without prior written consent from Client.
Provider further agrees that no Client information will be disclosed publicly or to any individual or entity unless required by law or with explicit permission from Client.
Both parties agree to implement appropriate measures to safeguard confidential information against unauthorized access, disclosure, or misuse.
16. Governing Law
This agreement shall be governed by and construed in accordance with the laws of the State of Oregon without regard to its conflict-of-law provisions.
17. Supplemental Lists
For any section requiring additional entries (e.g., Essential Personnel, Critical Infrastructure, Hot Swap Devices and Parts), the client may provide a supplemental list attached to this contract as an appendix.
