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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.
• Managed Services: Ventis manages and maintains the installed hardware and ensures that it is functioning properly.
• 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 $95 per hour. Travel time is not charged separately.
• 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. Term and Termination
• Term: This agreement is effective as of the date signed and continues until terminated by either party.
• Termination for Cause: Either Ventis or the Customer may terminate the agreement for cause if the other party fails to meet its obligations under this SLA. Causes for termination include failure to perform services in a timely manner, or a breach of the agreement.
• Termination for Convenience: Either party may terminate the agreement for any reason by providing 30 days’ notice in writing.
• Residual Commissions: If the Customer has signed on for services that are generating residual commissions, these commissions will continue to be paid on a monthly basis for the duration of the service, as long as the Customer continues to use the service.
6. Indemnification
The Customer agrees to hold harmless and indemnify Ventis Consulting Group, Inc. and its contractors from any claims, losses, or damages resulting from third-party services that Ventis recommends. If the Customer enters into a contract with a third-party provider based on Ventis’ recommendations, any issues, dissatisfaction, or disputes with the third-party provider will be addressed directly between the Customer and the provider. Ventis will not be responsible for any failures or disputes related to services provided by third-party vendors.
7. 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, and Ventis will work to resolve the issue to the Customer’s satisfaction. This guarantee does not apply to third-party services, for which the Customer will need to work directly with the third-party provider.
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.
• No Warranty on Hardware: Ventis does not offer a warranty on hardware products supplied to the Customer, but will assist in managing the warranty claims with the hardware manufacturer.
Acknowledgment and Agreement
By signing below, the Customer agrees to the terms and conditions outlined in this Service Level Agreement.
Customer Name:
Signature:
Date:
Ventis Consulting Group, Inc.
Authorized Signature:
Date:
Ventis Consulting Group
Copyright © 2024 Ventis Consulting Group - All Rights Reserved.
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