OUR GENERAL TERMS AND CONDITIONS
Our General Terms and Conditions may be updated at any time as deemed necessary by changes in law or regulatory compliance. Notice of these changes and a link to the terms will be included in your monthly Statement.
COMMITMENT TERM
The term that You have agreed to use Our Services is 3 years and is referred to as the Commitment Term.
The Commitment Term begins from the first day of the next month (after the date of accepting Our Proposal).
After the expiry of the Committed Term, an extension of the Term will automatically commence equal to the period of the original Committed Term, unless earlier terminated as outlined in the ‘Termination’ section below.
TERMINATION
You agree that if You need to Terminate this Agreement before the end of the Commitment Term, you agree to pay Us the current Agreement Fee multiplied by the number of months left in the current Commitment Term within 60 days of providing Us Notification of Termination.
Should there be any pricing adjustments made to this Agreement during a Commitment Term, the Plan Fee used to calculate any Termination Payment will be based on the latter of the original Proposal or any updated Pricing adjustments made in writing from Us to You.
All Termination requests must be made in writing to: partnersupport@archangelcyber.tech
PAYMENT TERMS
You agree to pay the full amount reflected on any invoice as owed to Us on or before the due date on the invoice. You agree to pay a late charge of two percent (2%) per month, or the maximum lawful rate, whichever is less, for all invoiced amounts not paid by the due date.
We will electronically deliver the invoice for Non-Recuring Services on or before day fifteen of the month following service. Payment is required on or before the last working day of the month the invoice is received.
You agree to utilize our provided accounting portal to configure your preferred payment method, checking account or credit card, and authorize monthly Recurring Services to be automatically charged to that method on the last working day of the month prior to service.
ADJUSTMENTS TO SERVICE FEES
End-User or Network Growth: During the Term of this Agreement, if the number of devices in your environment exceeds the number on this Agreement, We may apply a pro rata adjustment to the total Service Fees. You agree to pay all Service Fees owed as they become due.
Service Fee Rate Increases: During the term of this Agreement, We may elect to raise the fees of services outlined in this Agreement. We agree to limit any adjustment in fees for like services to three percent (3%) plus Consumer Price Index.
Off-Boarding: You agree that if you Terminate this Agreement We may trigger a billable project. Any Off-Boarding projects will be subject to a separate Agreement, which will be billed at our then current rates.
REIMBURSABLE EXPENSES
You agree to pay Our reasonable out-of-pocket expenses, including travel expenses, lodging, meals, or other similar expenses which may be incurred by Us performing services.
ESCALATION
While We strive to provide You with the best possible support at all levels, We leave an open communication channel right up to “the big boss” for You in the event You ever need to Escalate an issue further
If you ever need to escalate a Service Request or Issue, you agree to use the following escalation order to ensure quickest possible resolution time.
1. Partner Success Manager
Email: partnersupport@archangelcyber.tech
Phone: 34.443.6001
2. Founder & Principal
Name: Justin Homeyer
Email: justin@archangelcyber.tech
Phone: 346.443.6001
Please note that these Escalation Points are not to be used for submission of Service Requests.
All Service Requests must be submitted through the normal methods as outlined in our General Terms and Conditions.
If You submit a Service Request through one of these Escalation Channels, this will be treated as an “Emergency Upgrade” Service Request and will be charged at the “Emergency Upgrade” rate found on our Rate Schedule.
COMMUNICATION
We will communicate with you directly through your primary business email and business phone numbers. SMS messaging is available as a method of followup, but never as a method of submitting new support request or alerts. Upon your request (Opt-In) we will communicate via mobile phone including SMS Text Messaging. You may Opt-Out by replying with STOP or UNSUBSCRIBE. We will never send marketing or otherwise unsollicited messages via SMS. Your mobile network provider message and data rates may apply.
OUR RESPONSIBILITIES
OUR RESPONSE TIME GUARANTEE
We agree to respond to your Service Requests within the Maximum time frames set out in Appendix A.
If the response time to an incident exceeds the times set out in Appendix A and provided that you reported the incident to Us via the methods as set out in Our General Terms and Conditions, You may make a claim for credit within 7 days of the incident in writing to partnersupport@archangelcyber.tech
If We agree Your claim is valid, You will be credited 5% of the monthly Agreement amount (this does not include any additional charges incurred in that month) of the month of the incident, to a maximum of 25% per month.
If the support request is submitted outside Our Business Hours Our Response Time Guaranteed does not apply. We will still work on your Service Request as fast as possible, however it will be on a best effort basis.
Response Times are calculated as per the Definition as outlined in Appendix E.
Response Times are Guaranteed maximum times to respond to a Service Request.
Please see Appendix B for a list of the types of Service Requests that our Response Time Guarantee does not apply to.
SERVICE REQUEST PRIORITIES
We classify Service Request priorities as shown in Appendix A.
These priorities tie directly in with Our Response Time Guarantee to provide you with information about how quickly We will respond to Your issues.
If you require a Service Request that would normally be classed as a High, Medium or Low priority to be escalated and remediated as a Critical Priority – then You can request for an “Emergency Upgrade”. Please see our Rate Schedule for more information on “Emergency Upgrades”.
As we know, not everything in life fits into a box so the final decision on classifying the priority of an issue will be made by Our responding technician.
WHAT’S COVERED
As part of this Agreement, we endeavor to include all the day to day IT support items that are typically required to run a typical Business Technology Baseline Infrastructure.
You can see a list of all the items we will cover under this Agreement in Appendix C.
It’s important to note that anything not included in Appendix C is explicitly excluded from Your Agreement and will be billed at our normal rates as found on our Rate Schedule.
From time to time, we may provide support for items not explicitly included in Appendix C without charge – however we will do this at our sole discretion.
YOUR RESPONSIBILITIES
MINIMUM STANDARDS
There are some Hardware and Software requirements that You need to have in place in order for Us to meet Our Service obligations. We will update these from time to time as certain technologies age and other technologies are released and tested by us.
If You do not have all of these Minimum Standards in place before Your Agreement start date, we will work with you on a plan to bring your Network up to our Minimum Standards.
We understand that this may take some time depending on timing and budgets so we will do our best to support any items that do not currently meet Our Minimum Standards.
However, if an item requiring support does not meet our Minimum Standards, it will be at our sole discretion whether we charge You for any time incurred for supporting that Item.
APPROVED BUSINESS SOFTWARE
The list in Appendix D shows all of the Approved software that can be installed on any of the Computers or Devices covered by this Agreement.
This doesn’t mean that all other software can’t be installed – it simply means that if other software is installed, then it’s up to our sole discretion whether we cover any Service Requests related any other Software under the scope of this Agreement.
If We deem any Service Requests to be Out of the scope of This Agreement, We will ask for Your approval before performing any work.
This list may change over the time we work together under this Agreement. We will email any updates to this list to Your Primary IT Contact.
SUBMISSION OF SERVICE REQUESTS
The process for submitting Service Requests is outlined in Our General Terms and Conditions as referenced in the General Section of this Agreement.
Critical and High Priority Service Requests must be submitted via phone only otherwise Our Response Time Guarantee will only be applicable at Our Medium priority level.
It’s important You and Your team follow this process to ensure You are guaranteed to receive the support at the levels We have promised.
You agree to make sure Your team is aware of any restrictions You have in place regarding who is authorized to submit Service Requests, as all requests received by us will be chargeable and/ or allocated against this Agreement.
ACCESS REQUIREMENTS
You agree to allow Us full and free access to Your computers, associated equipment, Your premises and Your team for the purposes of providing the Services in this Agreement.
PRIMARY IT CONTACTS
You agree to nominate from Your team a Primary IT Contact and a Secondary IT Contact (who We will treat as the Primary IT Contact should the current Primary IT Contact not be available).
When issues of Critical and High Priority are happening, your Team are to channel all communication through these people during business hours.
This allows Our team to work most effectively in restoring Your services as fast as possible, instead of fielding calls from multiple sources about the same problem.
The Primary IT Contact is to inform all staff at these times, to ensure fast resolutions.
The role of the Primary IT Contact is to also assist Our team to be the eyes and hands onsite, to allow them to remotely diagnose and solve issues in the fastest possible manner.
You will be asked to provide the details of your nominated Primary and Secondary IT Contacts during your Onboarding process and you agree to update us if and when these Contacts change during the Term of this Agreement.
THIRD PARTY AUTHORIZATIONS
In order to be able to assist You quickly in times of need, You need to make sure We are authorized to work with all of Your external Vendors that We may require to work with to provide you Our Service.
This includes but is not limited to Your Internet Service Provider, Your Web and Domain Hosting Provider Your Practice Management Software Provider, Your Imaging Provider and Your Telephony Provider.
During your Onboarding process We will run through with You to determine all the Vendors You will need to give authorization to. You can use the template found in Appendix F to assist.
If We are not Authorized for a particular Vendor, We may in Our absolute discretion, charge You extra for any Time it takes us to obtain authorization for Us to deal with that Vendor on Your behalf when needed.
If You start working with any new Vendors that We will need to interact with after We start work on this Agreement, You agree to make sure that We are authorized to act on Your behalf on commencement of Your relationship with the new Vendor.
APPENDIX A
GUARANTEED RESPONSE TIMES & PRIORITY LEVELS
The following table shows the Guaranteed Response times for each priority level and provides priority level examples.
APPENDIX B
RESPONSE TIME GUARANTEE EXCLUSION LIST
The Response Time Guarantee does not apply to:
- Additions, moves or changes to users, devices, configurations, or network
- Issues submitted in any other manner than specified in this Agreement and our General Terms and Conditions
- Issues submitted outside Our Business Hours
- Items caused by Hardware or Software not meeting our Minimum Standards
- Service Requests related to Software not on our Approved Software List (see Appendix D)
- Service Requests for issues that have been caused by You not acting on advice or recommendations given by Us
- Service Requests for Issues caused by You or third parties modifying any Hardware or Software Configuration
- Service Requests for Issues involving the sourcing of hardware/software
- Service Requests for Hardware and Software issues of items that are not under current warranty or maintenance coverage
SUPPORT CONTACT
Email: help@aacyber.tech
Phone:
Support Hours
Business Hours (BH) : 8:00am - 5:00pm - Business Days
Extended Hours (EH): 6:00am - 8:00am - Business Days / 5:00pm - 7:00pm - Business Days
After Hours (AH): Weekends & National Public Holidays
APPENDIX C
AGREEMENT INCLUSION LIST
DESCRIPTION // FREQUENCY // INCLUDED
➔ CONSULTING
Onsite Quarterly Business Review (QBR) // Quarterly // YES
End-User Office365 Training Program // 24x7x365 Via Portal // YES
➔ DESKTOP, LAPTOPS AND SERVERS
Setup New Profiles on Desktops and Laptops // As Needed // YES
Add / Edit / Delete User Accounts // As Needed // YES
Forgotten Password Resets // As Needed // YES
Archive Old User Accounts (Backup Email & Files) // As Needed // YES
Setup & Maintain Security Groups // As Needed // YES
Setup & Maintain Network Drives // As Needed // YES
Restore Files from Backups (1) // As Needed // YES
Troubleshoot Operating System Not Working // As Needed // YES
Troubleshoot Microsoft Office Not Working // As Needed // YES
Troubleshoot Anti-Virus Not Working // As Needed // YES
Reboot Servers // As Needed // YES
Troubleshoot Hardware Issues (3) // As Needed // YES
Hard Drive Clean-up (Remove Temp & Unnecessary Files) // As Needed // YES
Warranty Claim Processing (3) // As Needed // YES
Microsoft Patch Management (Service Packs & Updates) // Daily // YES
Update Approved 3rd Party Applications (Adobe Flash, Adobe Reader, PDF Creator, Java, 7-Zip) // Daily // YES
Monitor all Critical Server and Computer Services and Fix // 24x7x365 // YES
Monitor Anti-Virus Running & Protection Enabled // 24x7x365 // YES
Monitor Anti-Virus Definitions +Updating Correctly // 24x7x365 // YES
Monitor Anti-Malware Running & Protection Enabled // 24x7x365 // YES
Monitor Anti-Malware Definitions Updating Correctly // 24x7x365 // YES
Monitor Hard Disk Health + Space & Defrag if Necessary // 24x7x365 // YES
Monitor High CPU Usage // 24x7x365 // YES
Monitor Security and Event Logs // 24x7x365 // YES
Roll out our Best Practice Security Policies // On-Going // YES
➔ BACKUPS AND DISASTER RECOVERY
Monitor Server and Computer Backups (1) // 24x7x365 // YES
Troubleshoot Server and Computer Backup Failures (1) // As Needed // YES
Monitor Office365 Backups (1) // 24x7x365 // YES
Troubleshoot Office365 Backup Failures (1) // As Needed // YES
Manual Test Restore & Report of All Approved Backups (1) // Monthly // YES
➔ PRINTERS
Clear & Reset Printer Queues // As Needed // YES
Troubleshoot Printer Issues // As Needed // YES
Add / Edit / Delete Printer Mapping Group Policies // As Needed // YES
Add / Edit / Delete Printer Drivers for Existing Printers // As Needed // YES
Troubleshoot Printer Hardware Issues (3) // As Needed // YES
Warranty Claim Processing (3)
➔ NETWORK
Troubleshoot Internet Service Provider Issues & Outages // As Needed // YES
Troubleshoot Network Switch Issues // As Needed // YES
Troubleshoot Wi-Fi Access Point Issues // As Needed // YES
Update Wi-Fi SSID / Keys // As Needed // YES
Troubleshoot Router Issues // As Needed // YES
Troubleshoot Firewall Issues // As Needed // YES
Firewall Security Audit and Adjustment // Monthly // YES
Monitor Network Switches Operations & Availability // 24x7x365 // YES
Monitor Wi-Fi Access Points Operations & Availability // 24x7x365 // YES
Monitor Router Operations & Availability // 24x7x365 // YES
Monitor Firewall Operations & Availability // 24x7x365 // YES
Warranty Claim Processing (3)
➔ DOMAIN NAMES
Add / Edit / Delete MX Records // As Needed // YES
Add / Edit / Delete TXT Records // As Needed // YES
Add / Edit / Delete PTR Records // As Needed // YES
Add / Edit / Delete CNAME Records // As Needed // YES
Add / Edit / Delete A Records // As Needed // YES
➔ MOBILE PHONES & TABLETS
Configure Outlook or Mail App (2) // As Needed // YES
Configure Skype for Business App (2) // As Needed // YES
Configure OneDrive for Business App (2) // As Needed // YES
Configure Teams for Business App (2) // As Needed // YES
(1) Only applies to when using the Backup Platforms in our Recommended Technology Platform.
(2) This assumes that you already have the back-end systems and company-wide configurations all setup and configured for this product. If you don’t, then We will discuss with You the scope of any potential Project and send You a separate Proposal for your review.
(3) As you can appreciate, it’s hard to build a profitable and sustainable business offering “Unlimited Support” at a reasonable price for items that we didn’t recommend, sell and install. As such, if the Hardware we are troubleshooting was not purchased from us and/or the device is not currently covered by the Manufacturer’s warranty, a care pack or a maintenance agreement, then it is in Our sole discretion as to whether We will cover this work under the Scope of this Agreement or set it as Billable Out of Scope work.
APPENDIX D
APPROVED SOFTWARE LIST
- Microsoft Software – Microsoft Office Suite
- Google Chrome
- Edge
- Mozilla Firefox
- Adobe Applications
- PDF Creator
- Datto Endpoint Protection
- Datto Endpoint Backup
- Practice Management Software
- Zoom
APPENDIX E
DEFINITIONS & INTERPRETATIONS
“Agreement” means any arrangement between Us and You (whether alone or in conjunction with any other person) for Services and/or the provision of Goods provided by Us under an arrangement in connection with Work agreed to be done or progressed for or on behalf of You or any other person at Your request, including as set out in this Agreement and any corresponding Proposal;
“Plan Fee” means a quote provided to You by Us;
“Proposal” means a Quote or Proposal provided to You by Us;
“Rate Schedule” means the schedule of rates, charges and conditions for the services of Ours as set, and as may be varied, by Us from time to time in Our absolute discretion;
“Response Time” Response Time is measured as the difference between the time We are first notified of a New Service Request as per the process outlined in our General Terms and Conditions and the time that We start providing Service on the Service Request. We do not count any triage, scheduling or dispatch work when calculating Response Times.
"Services" means the provision of any services by Us including Work, advice and recommendations;
"Service Request" means any request for work that either you ask us to perform or we perform proactively on your behalf;
“Software” includes software and any installation, update, associated software and any services provided in connection with any of these things;
APPENDIX F
LETTER TO VENDORS FOR AUTHORIZATION
Copy and paste this text on to your letterhead and then modify to suit each vendor that We will need to work with while We support You.
To Whom It May Concern,
This notice is to inform you that we have contracted Archangel Cyber Defense to manager our IT and Technology needs.
To be able to do this effectively Archangel Cyber Defense needs to be able to support and manage all of our technology suppliers on our behalf.
As such, this notice authorizes anyone from the team at Archangel Cyber Defense to access and modify all aspects of our account and the products and services that we have with {Vendor Name} effective immediately.
This authorization is valid until we give you written notice otherwise. Should you require any further details please let us know.
Regards,
{Signature}