11.06 - IT Service Agreement - Laserfiche WebLink

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will be accumulated as used and billed as required, but at a minimum once per month (if any time was accumulated). On Site visits must be scheduled in advance. Technicians generally need a minimum 2 day notice. The customer is not billed for time spent maintaining documentation. However, should the customer require a copy of the documentation, a fee for printing and organizing the documentation will be charged. NOTE: "support" calls or onsite work that must be resolved immediately or outside normal business hours are "emergency" calls and may not apply to this paragraph. Please see our policy on emergency work. Server Maintenance (if applicable). Server maintenance will require remote access to the server and scheduled down -time. If remote access to the server is not available, then an on -site visit will be scheduled. Routine server reboots will occur on schedule. It is the customers responsibility to be aware of the schedule and have the server available during the scheduled times. 3. Use of service hours. Service hours may be used for on -site, remote service, or technical support. In -shop service will be charged at $55 per hour, will be billed separate, and will not apply to the contracted number of hours. In -shop jobs are placed at the top of the work queue. Trip charges apply to all on -site visits. Remote access time will be accumulated as used. This contract provides a pool of hours for a three month (quarterly) period of time. Unused hours at the end of the quarter are forfeit and do not carry forward, unless prior arrangements are made and agreeable to both parties. Both parties agree to put forth a good faith effort to spread all hours out evenly through the quarter. Quarterly payment is preferred. If hours are used up before the end of the quarter, the customer has the option to pay as they use hours until the end of the quarter, or create a new quarterly contract. Cascade reserves the right to bill for hours that are used in advance of their normal billing cycle. 4. Assigned Technicians. A primary technician will be assigned to the customer. In the case that the primary technician is temporarily unavailable, the customer has the option to wait or take the next available technician. Primary technicians may be reassigned. The customer will be provided with the primary technician's cell phone number for use in emergency situations. Cascade Computers understands that emergencies occur, but also respects the private time of our employees. Use of a cell phone number during non - business hours is restricted to