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 and managed services. 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 exclusively for hardware installed and managed by Ventis. This SLA only applies to the following types of hardware directly installed, configured, and managed by Ventis:
- Firewalls
- Switches
- Cameras
- Wiring
- Access Points (APs)
- Routers
This SLA does not apply to services provided by third parties such as Internet Service Providers (ISPs), security vendors (e.g., GoSecure), or any other external providers. Customers must contract directly with those vendors for their respective service levels.
Ventis Services Include:
- IT Hardware Provision: Ventis offers installation, configuration, and ongoing management of supported hardware.
- Managed Hardware Services: For managed hardware, Ventis will attempt to troubleshoot issues remotely. If necessary, on-site service will be dispatched, subject to applicable fees.
- Third-Party Vendor Recommendations: Ventis may recommend third-party service providers, but Ventis is not responsible for their performance or support.
- Vendor Management: Ventis assists in monitoring third-party service levels but does not guarantee third-party compliance with SLAs.
2. Customer Responsibilities
The Customer is responsible for:
- Maintenance of Equipment: Ensuring Ventis-installed equipment is kept in a dry and cooled environment.
- Internet Connectivity: Maintaining a functional internet connection for remote support. Customers must work directly with their ISP to resolve connectivity issues.
- Timely Communication: Reporting hardware issues to Ventis for troubleshooting. Ventis will attempt remote resolution before dispatching a technician.
- Third-Party Providers: Directly managing relationships and support issues with third-party vendors.
- Access to Premises: Allowing Ventis personnel or authorized contractors access for maintenance and service-related activities.
3. Service Levels and Response Times
Ventis aims to provide the following service levels:
- Remote Troubleshooting: Ventis will attempt to resolve issues remotely first.
- On-Site Dispatch: If remote resolution is unsuccessful, a technician will be dispatched, subject to availability and severity of the issue.
- Hardware Warranty & Labor Charges: Ventis does not provide warranties on hardware but will assist in manufacturer warranty claims.
- Configuration and Changes: Initial setup is free; subsequent configuration changes incur a $49 fee per change per device.
4. Pricing and Billing
- Hourly Rate: $100 per man-hour for labor. Travel time is included. Emergency dispatch is billed at a 4-hour minimum.
- Replacement Equipment: Customers are responsible for the cost of out-of-warranty replacements, plus labor for installation.
- Payment Terms: Payment is due upon receipt of the invoice unless otherwise specified. Equipment costs may require a 50% upfront payment, with the remainder due upon project completion.
5. Manufacturers’ Warranty and Replacement
Ventis does not provide warranties but will assist in manufacturer warranty claims. Customers should consider extended warranties or service plans for long-term coverage.
6. Satisfaction Guarantee
Ventis guarantees the quality of its services but does not guarantee third-party services. Customers must notify Ventis within 30 days of service completion for resolution of any concerns at no additional charge.
7. SLA Changes
Ventis reserves the right to update this SLA at any time. Customers are responsible for reviewing changes, and continued use of Ventis services constitutes acceptance of the most recent terms.
8. MiscellaneousProfessionalism: Both parties agree to conduct business respectfully.
- Confidentiality: Ventis will maintain the confidentiality of sensitive customer data and only disclose it when necessary for service delivery or as required by law.
Acknowledgment and Agreement
By engaging with Ventis Consulting Group, Inc., the Customer agrees to the terms of this SLA. If the Customer has an existing agreement, this SLA applies to all future transactions unless otherwise specified in writing.