Visory SecureSupport Schedule

Addendum to Customer’s Master Services Agreement

This Visory Secure Support Schedule is an addendum to the Customer’s Master Services Agreement with Visory. In the event of any conflict between the terms of this schedule and the terms of the Customer’s Master Services Agreement, the terms of this schedule shall prevail.

1.     Service Description

Visory Secure Support is a cornerstone of our comprehensive IT support services, delivering prompt and effective assistance to address your organization’s technical needs.  Staffed by skilled and certified professionals, our support desk provides frontline support through various channels, including phone, email, and chat.  We excel in troubleshooting and resolving hardware and software issues, offering guidance on application usage, and aiding in the configuration of devices. Whether it’s resolving connectivity issues, assisting with equipment issues, or addressing user account concerns, Visory Secure Support is dedicated to ensuring a smooth and efficient IT experience for your team. We prioritize a customer-centric approach, aiming for swift issue resolution to minimize disruptions and optimize productivity. Additionally, our support desk often includes services such as remote desktop assistance, issue research, setup and configuration, and system analysis, all geared towards delivering a reliable and responsive IT support experience.

2.     Included Services

• • PC and Server Management and Support: Remote repair and maintenance, patching, encryption and backup management, drive space monitoring, electronic case management

• • End User Device Management and Support: User access and connectivity to printers, maintenance of already-installed applications, file sharing, patching, encryption and electronic case management.

• • Mobile Device Management (MDM) for smartphones and tablets, that access corporate data and applications.

• • Support for core business applications, such as Office 365, QuickBooks, Adobe and Google Apps.

• • Management of Microsoft 365/Office 365 including administering the Customer’s tenant, users and licenses.

• • Printing and Scanning Support: Setup and installation, troubleshooting and support.

• • Hosted Email Support: setup, support, encryption and troubleshooting of Microsoft 365 exchange mail.

• • Vendor Support Management: Manage and resolve issues with your existing vendors or recommend new ones.

• • Review of environment to discuss infrastructure, hardware and software needs.

• • Asset Reporting and Lifecycle Management as requested.

• • Unlimited phone and email support during Visory’s business hours.

• • After-hours and weekend support are included for monitoring, patching and high priority general support, as needed.

• • Visory will dispatch on-site resources at Visory’s discretion.

Exclusions: While Visory strives to provide support for most generally available IT solutions, Visory Secure Support does not apply to technology that has not been installed to vendor specifications, is highly customized, that is end-of-life/end-of-support, is non-functioning due to Customer’s negligence or that requires foreign-language support.  Visory offers support for Apple/Mac iOS devices to the best of its ability, subject to the limitations of Visory’s management tools and systems.

Management and administration of cybersecurity, firewalls, private, public and hyperconverged clouds, storage arrays and other advanced IT infrastructure elements are excluded and may be available separately for additional fees via other Visory services.

Hardware procurement, employee training, infrastructure design, consulting, strategic IT planning, database administration, business continuity planning, installation of third-party applications, and other services outside the scope herein may be available separately and at additional cost established and mutually agreed to in a separate Statement of Work (SOW) or billed hourly with the Customer’s consent.

3.     Hours of Operation

Standard Hours:
Monday through Friday:        7:00 am – 8 pm ET

On-call Hours:
Monday through Friday:        8:00 pm – 10 pm ET
Saturday through Sunday:        8:00 am – 10 pm ET

Visory will be closed for business on the following days: New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, the day after Thanksgiving and Christmas Day. Work performed on holidays will be invoiced at the out-of-scope rate.

4.     Incident Management

• • High Priority: 1 Hour Response. Significant loss of functionality severely impacting business operations resulting in downtime or loss of critical functionality for many.  (You can’t work)

• • Medium Priority: 2 Hour Response.   Noticeable impact on productivity for a few or group of employees with time sensitivity for recovery.  (You can work)

• • Normal Priority: 4 Hour Response.  Some functionality is not working but it is not time sensitive. (You can work).

• • Low Priority: Within 24 Hours.  Non-urgent or minor issues that have minimal impact on daily operations.  Items that need to be planned or scheduled.  (You can work)

5.     Assumptions and Understandings

• • Customer has existing infrastructure to accommodate Services. Prior to making Visory Secure Support available, certain improvements to Customer’s systems may be required in order to provide this service. Necessary work may be billed at the applicable hourly rate.

• • Customer’s failure to adhere to recommendations made by Visory may result in additional work not covered under the services plan and billable at an hourly rate.

• • Customer is solely responsible for ensuring compliance with any and all third-party software licensing requirements, renewals and updates.

• • Customer is responsible for adhering to and maintaining industry security standards for networking, company data and devices.

• • Rates do not include costs associated with hardware upgrades, server upgrades (either physical or virtual), product replacement, or issues related to Customer negligence on Customer-owned equipment and software.

• • The parties agree that this agreement does not provide for services related to unexpected and unpredictable or catastrophic events resulting in network, software or equipment failures to Customer-owned technology or which are caused by third parties that are unrelated to Visory.

• • Services provided by Visory which cause failures, such as: unexpected, unpredictable, or catastrophic events to Customer-owned equipment will be performed at no cost to Customer, including replacing any Customer-owned equipment that becomes damaged due to those Services provided by Visory.

• • Visory will maintain, repair and/or replace Visory-owned equipment, at Visory’s expense.

6.     Rates and Fees

1. 1. If not specified in Customer’s Service Order, the below standard rates for the Services shall apply.

SERVICE	MONTHLY FEE PER USER	ONE TIME IMPLEMENTATION FEE
Visory Secure Support	$200	$250
Only those users identified by Customer and implemented by Visory are eligible to use the Service (“Eligible Users”).  Visory reserves the right to verify Eligible Users and bill additional amounts for any Service provided to Customer users that are not Eligible Users.

The Monthly Fee Per User is billed in advance and Customer agrees to pay at the beginning of each calendar month for Service that month.  One Time Implementation Fees are billed upon completion.

2. 2. For out-of-scope support work which falls outside of this Agreement, the below standard rates shall apply.

SERVICE	HOURLY RATE
Out-of-Scope Support Work	$180

 

3. 3. Changes to Rates:  Rates for services provided by Visory are subject to change, only in writing, and with a minimum of 30 days’ notice to Customer. Visory has no control of rate changes for services provided by 3rd party companies and those changes will be passed on to Customer.

7.     Customer Responsibilities

Protection. Customer must not cause or allow any facility, equipment, application, software, system, technology, material or work product of Visory (“Facilities”) to be rearranged, tampered with, moved, used, removed, disconnected, altered, or repaired without Visory prior written consent. Customer is responsible for providing and maintaining at no charge the proper operating environment for any Visory Facilities at its premises.

• • Access. Customer shall grant permission for Visory employees, agents and / or suppliers to enter the Customer’s premises as necessary to install, inspect, maintain, repair and investigate Visory Facilities.

• • Liens. Customer may not create or allow any liens or other encumbrances to be placed on any Visory Facilities and equipment owned by Visory.

• • Title. Title to all Visory Facilities (except those sold to, and paid for in full by, Customer) shall be and remain with Visory.

• • Customer Equipment. Except as expressly provided in this Agreement, Customer, and not Visory, is responsible for (i) the operation and maintenance of any equipment, hardware, and / or software Customer provides (“Customer Equipment”) and (ii) for ensuring that Customer Equipment complies with applicable laws, regulations, licenses and agreements. Visory is not responsible if any changes in its Facilities or Services cause Customer Equipment to become obsolete or to require modification.

• • Microsoft Licensing. If the Customer has elected to subscribe to Annual Microsoft 365 license terms, the Customer will have the requirement to pay out the remainder of that term to Visory as the Microsoft Partner of Record to satisfy the term before being released from Visory’s management.