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Service level agreement
Service Level Agreement (SLA)
Ventis Consulting Group, Inc.
This Service Level Agreement (SLA) outlines the terms of service between Ventis Consulting Group, Inc. (hereinafter referred to as “Ventis”) and the customer (hereinafter referred to as “Customer”) for IT hardware, managed services, and third-party vendor recommendations. The purpose of this SLA is to define the level of service that will be provided to the Customer, along with the responsibilities of both parties.
1. Scope of Services
Ventis provides the following services:
• IT Hardware Provision: Ventis offers a range of IT hardware, including computers, routers, switches, access points (APs), and more. This includes installation, configuration, and ongoing management.
• Ventis Managed Services: If the Customer has purchased managed-based hardware, Ventis will remotely troubleshoot issues and, if needed, dispatch a technician for on-site service. Dispatch fees will apply as outlined in the “Pricing and Billing” section.
• Third-Party Vendor Recommendations: Ventis assists in recommending third-party service providers for specific customer needs. The Customer will contract with the third-party providers directly for any services.
• Vendor Management: Ventis helps manage vendor relationships, ensuring timely responses and monitoring service-level agreements (SLAs) for vendors, ensuring vendors adhere to agreed-upon timelines and pricing.
2. Customer Responsibilities
The Customer is responsible for the following:
• Maintenance of Equipment: The Customer must keep the equipment provided by Ventis in a dry and cooled environment to ensure proper functioning.
• Internet Connectivity: The Customer must maintain a working internet connection. Ventis can only troubleshoot remotely if there is internet access; if the internet is down, the Customer must work directly with their internet service provider (ISP) to restore service.
• Timely Communication: The Customer is responsible for reaching out to Ventis for queries, issues, or questions regarding hardware or managed services. Ventis will attempt to troubleshoot remotely before dispatching any technicians.
• Third-Party Providers: If the Customer contracts with third-party providers for services, they are responsible for directly working with those vendors. Ventis is not responsible for any issues related to third-party services.
• Access to Premises: The Customer must provide Ventis or its contractors with necessary access to the premises as needed for service-related activities.
3. Service Levels and Response Times
Ventis will aim to provide the following service levels:
• Remote Troubleshooting: Ventis will attempt to resolve any issues remotely where possible. If the issue cannot be resolved remotely, a dispatch will be scheduled.
• Dispatch Times: If remote troubleshooting is unsuccessful, Ventis will dispatch a technician to the Customer’s location. Dispatch times will vary depending on availability and severity of the issue.
• Hardware Warranty & Labor Charges: If hardware is not under warranty, labor charges will apply for any work conducted on the equipment or services. Ventis does not offer warranties on hardware but will assist in warranty claims with the manufacturer.
• Configuration and Changes: Initial configuration and the first change are free of charge. Subsequent changes will incur a fee of $49 per instance per piece of equipment.
4. Pricing and Billing
• Hourly Rate: Labor charges for any work performed will be billed at a rate of $100 per man hour. Travel time is not charged separately. Emergency dispatch is billed at a minimum of 4 hours per man.
• Replacement Equipment: If any equipment needs to be replaced and is out of warranty, the Customer will be responsible for the cost of the replacement equipment at the prevailing market rates, plus labor for installation or configuration.
• Payment Terms: Payment for services will be due upon receipt of the invoice unless otherwise specified. Equipment costs will be handled on a case-by-case basis. If upfront payment is required for equipment, the Customer will pay 50% of the cost upfront, with the balance due upon project completion.
5. Manufacturers’ Warranty and Replacement
Ventis does not offer a warranty on hardware products supplied to the Customer. However, manufacturers may provide a warranty on the hardware. In the event that the manufacturer’s warranty applies, Ventis will replace or repair the hardware as specified under the manufacturer’s warranty terms.
Once the warranty ends, the Customer should understand that any extended warranty or service plan options should be considered and managed by the Customer until the end of the product’s life cycle.
6. Satisfaction Guarantee
Ventis offers a satisfaction guarantee for services provided under this agreement, excluding any services provided by third-party vendors. If the Customer is not satisfied with the performance of the services provided by Ventis, they should notify Ventis within 30 days of the service completion. Ventis will work to resolve the issue to the Customer’s satisfaction, at no additional charge. This guarantee does not apply to third-party services, for which the Customer will need to work directly with the third-party provider.
7. SLA Changes
Ventis reserves the right to modify or update this SLA at any time, with or without notice. It is the Customer’s responsibility to review this document periodically for any changes. By continuing to use Ventis’ services, the Customer agrees to abide by the most recent version of the SLA.
8. Miscellaneous
• Professionalism: Both Ventis and the Customer agree to conduct business in a professional manner, treating each other and the third-party providers with respect.
• Confidentiality: Ventis agrees to maintain the confidentiality of the Customer’s sensitive data and will only share it when required for the performance of the services or as required by law.
Acknowledgment and Agreement
By doing business with Ventis Consulting Group, Inc., the Customer agrees to the terms and conditions outlined in this Service Level Agreement (SLA), unless otherwise negotiated. If the Customer has an existing agreement in place, the terms of this SLA will automatically apply to all future transactions and services provided by Ventis unless a separate agreement is reached.
Ventis Managed IT and Telecommunications
Copyright © 2024 Ventis Consulting Group - All Rights Reserved.
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