Client users will be provided a direct dial number for the IT Support call queue. They will also be able to e-mail non-critical requests.
The IT support desk will be staffed 8 am to 5 pm Monday through Friday excluding client and RBS holidays.
RBS will utilize a professional support call queue which will allow the caller to either hold in queue if all technicians are busy or go
RBS will be able to access, view or take control of any Windows PCs or servers. RBS will be allowed to work directly with client users as necessary.
Client will be assigned a case number for each support incident. RBS systems will be used to track cases and response times and will be the sole measurement of service levels. Cases escalated to RBS management without a case number will not be considered default.
2. Hardware Support and Maintenance
The IT Technician will be available to replace hardware and peripheral devices as needed.
RBS will also assist users with support from the listed proprietary system vendors.
It may be necessary from time to time for RBS to enlist the help of vendors who charge for support. The client will be charged for these support fees.
3. Systems Monitoring
RBS will deploy monitoring agent software to each of your systems that will allow us to maintain inventory, monitor performance and proactively prevent potential systems issues.
4. Dynamics GP Services (if applicable)
Supporting, maintaining, upgrading and training users on the existing functionality of your Dynamics GP systems will be provided.
RBS will perform a maximum of one Dynamics GP upgrade per year which will include training users on new functionality of the new version.
RBS will perform a periodic review of the Dynamics database and perform any necessary administration and\or maintenance.
The following services will not be included in the agreement:
Adding or installing any new user licenses, modules or functionality that is not currently owned by the client or is not part of the version upgrades provided by Microsoft.
Modification or customization of the Dynamics or SQL programming code.
Any new custom reporting.
Accounting reconciliation. In the event that your accounts become out of balance we can assist you in reconciliation. If the issue is the result of system error, there will be no additional fees. If the issue is a result of user or process error then additional fees will apply.
5. IT Purchasing
RBS will be involved in all IT purchasing decisions.
Client will purchase all IT hardware and software from RBS as long as RBS provides competitive pricing.
6. Systems Vendor Management
RBS will act as your technical representative with all hardware and software vendors.
7. Management and Planning
RBS will provide monthly reports that will show the following:
Number of cases
Case detail
Case resolution time
RBS and client management will meet monthly to review reports, case status, project plans and other appropriate account management issues.
One time per year RBS will assist you in gathering budget information for the following year if necessary.
RBS will help you with information gathering and planning of major projects when needed.
8. Advice and Recommendations
As RBS see opportunities, RBS will give advice and make recommendations to improve the performance and functionality of your systems.
9. Server Recovery
In the event that any server covered by this agreement fails, RBS will recover that server to its previous working configuration. RBS will not be financially responsible for replacing failed hardware.
10. Minor Projects
A minor project is defined as things that can or should be done in the normal course of operations for an IT department. Some examples would be updating hardware or software on an as needed basis, configuration changes on the servers or adding software to a group of PCs. If these projects can be completed on an “as we are available” basis, then they will be included.
11. Major Projects are not Included
A major project will be defined as:
All or any part of system or companywide change, implementation or upgrade.
Implementation of any new multi-user system.
Any work not associated with troubleshooting that requires system wide downtime or after hours work.
Any system improvement that must be completed on a timeline defined by the client, or the client’s vendor or client.
RBS will assist in planning and evaluating major projects. RBS will provide flat fee bids for will bill standard hourly rates on all major projects requiring our participation.
