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o�i�u <br />Post Office Box 314 <br />Pequot Lakes, Minnesota 56472 <br />Phone: 218.568.6626 Fax: 218.568.6625 <br />Cascade Computers <br />Pre - purchased Service Agreement <br />This document has been created to outline the services provided by Cascade <br />Computers to the customer. <br />Pre - Purchased Service Contract. The purpose of this agreement is to <br />provide the customer with access to the level of service required to <br />maintain their business in a timely manner. <br />a. Technical Support. Access to Level 1 Technical Support. <br />Telephone response time may vary, but will not exceed 4 business <br />hours. <br />i. Service Rates. Service rates for contracts are for the period <br />of the contract as outlined below. <br />ii. Priority and emergency rates apply to contracted rates. <br />b. Support Tools. Support may be through telephone, email or <br />remote access. Customer support requests initiated via email may <br />have longer response times and urgent issues should be initiated or <br />followed up with a telephone call to the main office. <br />c. Remote Assistance. Ability to work on servers and workstations <br />remotely. This ability requires certain software to be installed and <br />firewall ports to be open. Cascade has several options available for <br />this service and will implement the process that works best with the <br />customer's current network configuration. <br />d. Documentation. Cascade will maintain documentation on the <br />customers network in order to provide more complete, quicker <br />support and also allow any Cascade technician quick access to the <br />customers information for assistance. <br />e. In Shop Repairs. In shop repairs will be placed at the top of the <br />work schedule, in the order received. The time before the system <br />makes it to the work bench is dependent on our current work load, <br />but will not exceed 2 working days. (Note: this is not a guarantee <br />of repair time. Once the system is on the bench, repair times vary <br />by the problem being addressed and can be very dependent on <br />computer time.) <br />2. Billing and Conditions. Contracts run for 3 months and are prepaid <br />monthly or quarterly (unless other arrangements are made) billed on the <br />first of the month. Billing for additional services, repairs, and hardware will <br />be separate. Trip charges apply to all on -site visits. Remote access time <br />