SERVICES AGREEMENT

Vision Statement

Technology is what we do, not who we are.

Mission Statement

We Keep your Computers and Internet Running Fast and Secure.

Introduction & Overview

Adams Technology Group, Corp. (ATG) provides proactive Managed IT Support Services tailored to small and medium-sized businesses. Our offerings include comprehensive support for infrastructure, networks, desktops, laptops, servers, IoT devices, VoIP, internet connections, and computer sales and repairs. ATG delivers full IT infrastructure management through fixed monthly subscription plans and hourly rates for remote and onsite support services. Using ITIL best practices, our Help Desk, Field Technicians, Network and System Administrators, focus on IT systems to operate effectively, securely and reliably to minimize downtime and maximize Client technology ROI. 

Pricing & Service Descriptions

All pricing and service descriptions are subject to change with 'sixty-days' notice to the Client. Client also understands costs of services and corresponding price(s) of services do not live in perpetuity.

Proprietary & Confidential

All product and service descriptions, monthly pricing, hourly rates, and methodologies are proprietary and confidential in nature and are NOT to be shared with anyone outside of the Client's organization.

METHODOLOGY

I. Commitment

ATG is committed to provide the Client skilled professionals and resources to ensure successful delivery of services contained within this services agreement, and will meet the requirements contained herein. Our understanding of your current Information Technology (IT) and Information Systems (IS) environment, combined with our high level of customer service will result in incredible value and an unmatched partnership.

II. Intention

To minimize technology downtime and disruptions for your organization.

III. Business Units

• Help Desk
• Field Services
• Bench Services
• System & Network Admin
• Security Admin
• Consulting for Infrastructure, Network, and Security Services

MONTHLY SERVICES

A. Help Desk & End User Support:

All monthly and hourly Clients have access to our Help Desk. We aim to answer every phone call within three rings and respond to every email ticket within twenty-nine minutes. Monthly services are calculated by the number of employees receiving support that actively use a computer desktop or laptop.

All non-covered employees or contractors who reach our Help Desk for support will be billed our standard hourly remote support rate of $150/hour in fifteen-minute increments.

We will provide priority HELP DESK support for all covered employees, including, but not limited to the following:

• Business Class Monday through Friday, 8am to 5pm MST
• US Based Help Desk Experts
• Desktop and Laptop devices
• Mac and Windows Operating systems
• ATG Cloud Services (see section IV)
• Hardware Troubleshooting & setup (monitor, mouse, keyboard, and other desktop and laptop components) and other basic USB peripherals
• Printer Share, Driver Troubleshooting, and setup
• VPN troubleshooting and setup
• Basic end user onboarding and offboarding (see section VI)
• UCForge VoIP troubleshooting and maintenance
• Note: Desktop Maintenance does NOT include any hardware repair, parts, or other electrical or mechanical items

New Employee Setup

The Help Desk will provide remote support for new employees (starters) to include:

• Domain/local user creation
• Office 365 / Google Workspace license procurement, email account creation and application(s) installations
• Chrome (or end client / end user preferred browser)

Endpoint Setup (newly purchased or existing) are available through our Bench Services team. Please refer to section 3.

B. Endpoint (Desktops and Laptops) Monitoring, Maintenance & Support

Desktops and Laptops are billed according to the number of endpoints per month that have our remote monitoring and management tool and other proactive support applications installed on them. These endpoints are audited every 30 days; any increases or decreases are reflected in the monthly invoice.

Remote Monitoring Tools package includes:

• Remote Monitoring & Management (RMM)
• Remote Access
• Operating System security updates and patches (NOT including Servers, see Section D)
• Managed Antivirus as a Service (MAV)
• Endpoint Detection and Response as a Service (EDR)

C. Server Security Updates and Operating System Patches

Monthly Server maintenance will be conducted in attempt to detect and resolve issues before they cause downtime. The second weekend of every month is our designated maintenance window for all Server updates and patches. This typically requires a server restart. This window is approximately three to four hours dependent of server hardware, operating system and applications to include but not limited to:

• Security and OS Patching – Microsoft
• Anti-Virus Software Monitoring, Updates and Cleanup (Daily)
• Anti-Spyware Software Monitoring, Updates and Cleanup (Daily)
• Hard Drive Checks
• Logical Disk Space Check
• Hardware and Software Asset Management
• Driver Updates
• Does NOT include 3rd party vendor programs

Physical and Virtual servers are treated as a 'server'. For example: (and a common server configuration) a single physical server could potentially have three virtual servers; totaling four monthly support charges. Servers are audited every 30 days; any increases or decreases are reflected in the monthly invoice.

Servers are defined as: Active Directory (AD) Server, Application (APP) Server and the virtualization Hypervisor (HYP) Server and Remote Desktop (RDS).

Server Administration, Support and Management is billed hourly at $205. This will include changes to AD, Applications, any virtualization, DNS, Group Policy, 3rd party applications and programs and other server administration activities.

• Remote administration and support will be billed in 30 minute increments
• Onsite visits will be billed with a one hour minimum

D. Mobile Devices (phones & tablets) Maintenance & Support

Mobile devices are available for monthly support if they are enrolled in one our Mobile Device Management (MDM) platforms. Mobile devices that are not enrolled and require support for either hardware, end user or operating system functionality or training, will be billed at our standard hourly remote support rate in fifteen-minute increments.

Mobile devices that are enrolled in our monthly support program through an approved MDM service will be audited every 30 days; any increases or decreases are reflected in the monthly invoice.

Apple IOS and Android devices will require a 3rd party MDM application that allows our Help Desk to manage appropriately.

F. Hardware as a Service (HaaS)

Clients can lease or subscribe to IT hardware rather than purchasing it outright. HaaS must be combined with ATG's managed services. This allows Clients to access and maintain up-to-date hardware without the high upfront capital costs associated with traditional procurement.

HaaS remains the property of ATG and is responsible for repairs, replacement(s) and end-of-life management.  

We offer HaaS solutions for:

Workstations and Laptops: Businesses can lease laptops or desktops for their employees with pre-installed software, security configurations, and support.

Networking Equipment: Routers, switches, firewalls, and access points can be provided and managed as part of the subscription.

Servers and Storage Devices: On-premises servers or storage arrays, maintained and supported by the provider.

G. Dedicated Administrators

Coming soon. Please reach out to our your account manager with any questions. 

FIELD SERVICES

Onsite work at the Client location is considered Field Services. We have three types of Field Services work:

TECH I: This is our "Concierge" services for equipment pickup and drop off for bench services.

TECH II: Basic troubleshooting, printer support and installation of basic computer hardware and accessories. We consider this our "Concierge" services.

TECH III: Network infrastructure (firewalls, switches and wireless access points), server and any security (onsite or remote) diagnosis or remediation.

BENCH SERVICES

We have a computer LAB environment where we build and repair desktops and laptops (endpoints) and computer, network and server peripherals (hardware) for our Clients.

All "Bench Services" will be quoted for Client approval before any repair work commences on the endpoint.

Endpoint / Hardware Diagnostic is required on all Bench Services before a quote can be submitted for approval.

A. Bench Repair Service Fees

• Endpoint / Hardware Diagnostic: $125 (flat fee) Full diagnostic scan, visual inspection for damages, PC tune-up, virus scan and removal, disk cleanup/repairs, and physical cleaning/blowouts. Includes the first hour of labor for services mentioned above (does NOT include backup or reinstall of OS).
• Bench Hourly Labor: $150/hr. Additional Bench Labor Hourly Rate is billed in thirty (30) minute increments after the first hour of diagnostic.
• Endpoint Backup and Recovery: $75 (flat fee) Backup of Endpoint OS Partition (backup is deleted after 31 days from return)

B. Endpoint Provision Fees

All “Endpoint Provisioning” services will be quoted for Client approval before any provisioning work commences on the endpoint.

Existing Endpoint Provision: $150

• Existing client devices already loaded with our security tools will include: OS wipe and reinstall, provision and setup
• Includes Fresh OS Installation (removal of manufacturer bloatware), Local Profile Setup/or Domain Join, and Installation of Management Tools, O365 Apps, Google Chrome Browser, and Adobe Reader.
• Note: (existing user data transfer from old to new device will be billed at the hourly bench rate of $150 per hour)

New out-of-the-box Endpoint Provision: $150

• Includes Fresh OS Installation (removal of manufacturer bloatware), Local Profile Setup/or Domain Join, and Installation of Management Tools, O365 Apps, Google Chrome Browser, and Adobe Reader.
• Note: (any user data transfer from old to new device will be billed at the hourly bench rate of $150 per hour)

Custom / Advanced endpoint provisioning

ATG can create a custom endpoint procure and provision process for new endpoints to include but not limited to:

• Advanced endpoint provisioning and Setup to have end user ready by start date
• Local/Domain Profile pre-loaded onto device. Logging into online user accounts (E-Mail, Browser Sync, etc)Mapping Network Drives and PrintersSpecial applications installed and setup.
• Custom bookmarks and shortcuts
• Minimum additional labor for end user setup is $99

C. Endpoint and Hardware Procurement

We also provide procurement services for client specific desktop or laptops held in ATG inventory to be used for new employee onboarding or as a hot spare for end user replacement. All procurement inventory will be authorized by the Client via an approved sales quote.

D. SmadaLABS Computer Sales

We have our own proprietary computer series: S1, S2, S3 that are covered by a three (3) year parts & labor warranty. These computers can be requested through our Help Desk and a quote will be provided. Please visit www.smadalabs.com for more information.

CLOUD SERVICES (SaaS)

Cloud or Software-as-a-Service (SaaS) services are applications resold from 3rd party vendors. Cloud services will be audited every 30 days; any increases or decreases are reflected in the monthly invoice. If there is an appropriate setup fee charged from the 3rd party, it will be assessed to the client on the next monthly invoice with any prorated mid-month amount.

Cloud services will include but are not limited to:

• Backup data and retention services (private and public)
• Microsoft Office and 365
• Google Workspace
• Email security and SPAM filtering
• Security Information & Event Management (SIEM)
• Password Management & Security
• Single Sign on (SSO) 
• Security Awareness Training (SAT) 

Cloud and SaaS monthly management will be an additional monthly fee. 

3RD PARTY VENDOR AND PRINTER HARDWARE SUPPORT

ATG will work directly or indirectly with 3rd party vendors for hardware (e.g. printers, scanners, TVs), software (premised or cloud based) or services (e.g. Internet, VoIP). The Help Desk will ensure the endpoint (device) is working properly and engage the 3rd party vendor on behalf of the client.

The Client understands ATG must have proper access/authorization to collaborate with any 3rd party support effectively. This authorization between Client and vendor is billable time. 3rd party vendor and application support is a 'best effort' service, and Client understands ATG is not responsible for 3rd party vendors patches, updates, security patches or vulnerabilities.

3rd party applications may include but are not limited to:

• Java
• Quickbooks, Drake, Lacerte and other accounting programs
• Slack
• DUO
• Zoom
• Octa
• Asana
• Server applications and etc.

24/7 REMOTE MONITORING & REMEDIATION

ATG can monitor the client's physical infrastructure: firewall, servers and storage equipment (as applicable) via our network monitoring program. This monitoring does NOT provide any web filtering, or data capture, logging, unless purchases through device licensing. Monitoring is done via SNMP with the intention of monitoring network availability to include bandwidth utilization, uptime, ping times and latency data points for the purposes of diagnosing network issues.

Infrastructure and internet related incident support is available 8am to 5pm MST, Monday through Friday. Any Internet or other infrastructure problems should be routed to the Help Desk and billable at the normal remote and field services applicable rates, unless specifically covered under a monthly infrastructure services agreement.

After Hours Remediation: Network and infrastructure support will be billed at the after-hours hourly rate of $225.00 for remote support with a one hour minimum. Onsite after-hours support for Field Services dispatch will be billed at $307.50 and includes all travel time to and from Clients location.

If the client requests this service: We will need to define which devices we are going to monitor and create a procedure around the remediation steps the client wants us to follow. 

Cybersecurity

Cybersecurity for your organization is not included in any of our support and/or help desk or server security, maintenance and support. Cybersecurity is a complex and unique solution that is designed and administered on a per client basis.

ATG philosophy and methodology for security and cybersecurity is multi-layered and there is not a single one-stop application, piece of equipment or cloud service covering the comprehensive aspects of a cybersecurity solution.

OTHER IT SERVICES

A. Strategic Planning & Consulting

ATG can participate in any strategic planning meeting and provide consulting services at our professional services rate of $250 an hour at a 1 hour minimum.

B. Virus, Ransomware, Cryptolocker and nefarious and malicious program recovery & remediation

Services for protection and/or recovery / remediation services are billed $205 per hour for all work done, remotely or onsite to restore Client's network and endpoints back to a secure and operational state.

These services are specifically NOT covered under help desk and are NOT considered normal support.

A local back up is recommended with offsite backups for redundancy. 

C. Remote/Home Office Networks

We support end users (employees or contractors) from wherever they work (home, an airport, coffee shop, hotel room, conference center and etc.) Because the location is uncertain and undocumented we will provide three steps of troubleshooting to ensure the endpoint is able to access client resources.

• Step 1: Verify endpoint is functioning properly
• Step 2: Verify endpoint can access the Internet
• Step 3: Verify client resources are accessible by the endpoint

We allocate approximately 15 minutes for this process to be conducted. If the issue is deemed to be a home or remote network issue all time to troubleshoot and remedy the problem are billable at the remote Help Desk rate. If the enduser requests the Help Desk agent help with contacting the ISP or being part of a three-way conference call, all time to include hold time, transfers and call back time is billable at the remote Help Desk rate of $150 per hour.

D. IT Project Management and Technology upgrades and updates (technology refresh)

ATG can provide strategic planning, monthly reporting, budgeting and technology recommendations throughout the year. This consulting service will help align IT needs with business goals and budgets.

SPECIFIC SUPPORT EXCLUSIONS

The following items are excluded and/or outside ATG's business services

• Custom Program Development or Creation
• Asset Recovery
• Remote users or devices (unless already identified and included)
• Disaster recovery equipment or design
• ANY Mobile phone support other than mobile email and wifi access connectivity
• Any reverse engineering needed because of, but not limited to: admin access, program functionality, device access, etc

IMPLEMENTATION PLAN FOR CLIENT

ATG understands that change can create downtime leading to a disruption in business operations. By following our simple approach, we provide the methodology to migrate Client's legacy IT services by using project management processes, knowledge and experience.

The IT migration will start with a project kickoff meeting that will outline the key milestones to include, but not limited to:

• Site Survey (billable; we don't do FREE site surveys due to the extensive time needed to evaluate and document your organizations technology
• Infrastructure Assessment (billable)
• Network Assessment (billable)
• Security Assessment and Vulnerability Assessment (billable)
• Single point of contact for Client established
• Billing contact identified
• Project for Client will be created
• Site Survey(s) will be scheduled & conducted for each location
• Endpoints onboarded
• Servers onboarded
• Network deployed
• Voice network configured and deployed (if applicable)
• Set up new access password to Servers (if applicable)
• Check servers for recent software updates (if applicable)
• Set up new Admin passwords for endpoints and servers
• WiFi management onboarded
• Review retention and backup plan
• Identify back up equipment and back up integrity
• Review disaster recovery action plan
• Coordinate with Client project start date
• Customer to provide all necessary admin credentials for logins.

Note: During the site survey phases, ATG might uncover endpoints, servers and devices that could change the quantities identified on this quote. Those items will be immediately disclosed and any changes to this service agreement will be approved by Client.

HELP DESK and SUPPORT SERVICES CONTACT INFORMATION

I. Creating a Help Desk Ticket

Client staff, employees and contractors will initiate support requests as follows:

• Call direct to the Help Desk support number toll free: 877-747-4284 or local 208-906-8318
• Create a ticket directly from the end-user desktop system tray icon
• Send an email to our Help Desk

SMS or MMS texting any of ATG, smadatek, UCForge or smadaLABS published or unpublished numbers will not be accepted to create a help desk or service support request.

Portal access to ATG’s ticketing system will be granted to all employees or managers requested by Client. This secure portal provides visibility to all tickets. You can make this request by emailing our Help Desk and a member of our support team will get this set up for you.

II. Normal Business Hours

Support requests via phone and email are routed through the Help Desk Team during standard business hours (M-F from 8am to 5pm MST) and are managed via support tickets. The Help Desk will facilitate any onsite visits, hardware repairs, equipment replacement or software upgrades.

III. After Business Hours, Weekends and Holidays

Emergency Support is provided for mission critical systems after standard business hours and must be initiated via a call or email to the Help Desk.

Company Holidays include New Year's Day, President's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Friday following Thanksgiving Day and Christmas Day. After business hours, weekends and holiday support is billable at $225/hour with a one hour minimum. Upon leaving a voicemail or submitting a ticket into the desk via email, technicians will have a two-hour window to respond to the support request.

On-Call Technicians will also have a corresponding On-Call engineer for all network, server and security escalations.

IV. Billing Questions

All billing questions can be routed through our Help Desk or by calling 208-906-8320 or emailing our billing department.

LIMITATIONS

PAY as you GO HELP DESK AND FIELD SERVICES SUPPORT

[legacy: this service is NO longer offered]

Clients who ONLY utilize our Endpoint or Server Security, Maintenance and Support tools will have full access to our Help Desk and Field Services support at the remote help desk rate of $150 per hour billed in fifteen-minute increments upon completion of support ticket. Field services for onsite support and repair is billed in thirty-minute increments with a one-hour minimum at our published rate of $150 per hour.

After hours, weekends and holiday rates also apply to Standard Support Clients.

Escalation and Resolution Team

You may email our Help Desk or call us at 208-906-8318 for this list or refer to your executed ATG sales order.