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, and 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 a 60-day  notice to the Client. The 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 providing the Client with 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 Client’s have access to our Help Desk. We aim to answer every phone call within three rings and respond to every email ticket within 29 minutes. Monthly services are calculated by the number of employees receiving support who actively use a computer desktop or laptop.

All non-covered employees or contractors who reach out to 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 the following:

  • 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 (Desktop and Laptop) 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.

The 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 an 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 3-4 hours dependent on Server Hardware, Operating System and Applications to include but not limited to the following:

  • 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
  • Monthly Maintenance Does NOT include 3rd-party vendor programs

Both Physical and Virtual Servers are treated as a ”server”. For example: a single Physical Server could potentially have three Virtual Servers, totaling four monthly support charges (this is a common server configuration). 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,  Virtualization Hypervisor (HYP) Server, and Remote Desktop (RDS).

Server Administration, Support and Management is billed at $205/hour. This includes 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 them 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 ATG is responsible for repairs, replacement(s), and end-of-life management.  

We offer HaaS solutions for all of the following:

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 are supported and maintained by the provider.

G. Dedicated Administrators

Coming soon. Please reach out to 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" service for equipment pickup and drop off for bench services.

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

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 Diagnostics 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 diagnostics.
  • 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.
  • Existing user data transfer from old to new devices will be billed at the hourly bench rate of $150/hr. 

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.
  • Any user data transfer from old to new devices will be billed at the hourly bench rate of $150/hr. 

Custom / Advanced Endpoint Provisioning

ATG can create a custom Endpoint Procure and Provision Process for new Endpoints to include but not limited to the following:

  • Advanced Endpoint Provisioning and Setup to have End User ready by start date
  • Local/Domain Profile pre-loaded onto devices. Logging into online user accounts (Email, Browser Sync, etc) Mapping Network Drives and Printer’sSpecial 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 the following:

  • Backup Data and Retention Services (private and public)
  • Microsoft Office and Microsoft 365
  • Google Workspace
  • Email Security and SPAM Filtering
  • Security Information & Event Management (SIEM)
  • Password Management & Security
  • Single Sign On (SSO) 
  • Security Awareness Training (SAT) 

 Monthly management of Cloud and SaaS 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 will engage the 3rd party vendor on behalf of the client.

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

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

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

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, data capture, or logging, unless purchased 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 are 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 rate of $225.00/hr for remote support with a one hour minimum. Onsite after-hours support for Field Services Dispatch will be billed at $307.50/hr and includes all travel time to and from Client’s 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 situation 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/hour with a one-hour minimum.

B. Virus, Ransomware, Cryptolocker and Nefarious and Malicious Program Recovery & Remediation

Services for protection and/or recovery / remediation services are billed $205/hr for all work done, remotely or onsite, to restore the Client's Network and Endpoints back to a secure and operational state.

These services are specifically NOT covered under our Help Desk and are NOT considered normal support.

A local backup 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, etc.) Because their 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 the Endpoint is functioning properly
  • Step 2: Verify the Endpoint can access the Internet
  • Step 3: Verify that 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 is billable at the remote Help Desk rate. If the End User requests the Help Desk agent to help with contacting the ISP or being part of a three-way conference call, all time, including hold time, transfers and call back time, is billable at the remote Help Desk rate of $150/hr.

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 the Client’s IT needs with their business goals and budgets.

SPECIFIC SUPPORT EXCLUSIONS

The following items are excluded and are 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, and device access.

IMPLEMENTATION PLAN FOR THE 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 the 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 the following:

  • Site Survey (Billable. We don't do FREE site surveys due to the extensive time needed to evaluate and document your organization’s technology.
  • Infrastructure Assessment (Billable)
  • Network Assessment (bBillable)
  • Security Assessment and Vulnerability Assessment (Billable)
  • Establish a single point of contact for the Client.
  • Billing contact identified
  • Project for the 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 backup equipment and backup integrity
  • Review disaster recovery action plan
  • Coordinate with the Client’s 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 the quote. Those items will be immediately disclosed, and any changes to the Service Agreement will be approved by the Client.

HELP DESK and SUPPORT SERVICES CONTACT INFORMATION

I. Creating a Help Desk Ticket

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

  • Call the Help Desk support number directly. Our toll free number is 877-747-4284 and our local number is 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 to 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 the 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 set this up for you.

II. Normal Business Hours

Support requests via phone and email are routed through the Help Desk Team during standard business hours (Monday-Friday 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, the Friday following Thanksgiving Day, and Christmas Day. After business hours, weekends and holiday support is billable at $225/hr with a one hour minimum. Upon leaving a voicemail or submitting a ticket into the Help Desk via email, technicians  have a two-hour window to respond to the support request.

The 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, by calling 208-906-8320, or emailing our billing department.

LIMITATIONS

  • ATG will limit service ticket work to two hours on equipment that is at End of Sale, End of Life, or not covered by Vendor support. ATG recommends replacing end-of-life/end-of-sale equipment that requires more than two hours of remediation.
  • The installation and configuration of new hardware is an independent project and is not covered under this agreement. Please contact your ATG representative to add devices or systems to this Agreement.
  • Any technical assistance provided outside the terms of this Agreement will be billed at the applicable rate(s).
  • ATG may perform a true-up on a quarterly basis to ensure appropriate coverage levels. At such time, the Maintenance Agreement pricing may be adjusted up or down based on Hardware, Software, or Users newly-introduced into the supported environment. Any change in monthly charges requires written notification to the Client at least 15 days in advance. No adjustments in the previous month’s charges will occur.

NOTE: “PAY as you GO” HELP DESK AND FIELD SERVICES SUPPORT IS NO LONGER OFFERED

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. 

You can also contact us if you have any questions or concerns about this Service Agreement. ATG looks forward to partnering with you and helping you with all of your IT needs.

>