11.06 - IT Service Agreement - Laserfiche WebLink

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business down situations. "Emergency" charges (2.0 times on -site rate with 4 hour minimum) will result for misuse of this privilege. 5. Exceptions and requirements. This contract may be terminated by either party provided the terminating party provides written notice 10 days prior to the next active quarterly cycle. Contracts may be renegotiated. 6. Confidential Data and Use of Information. Cascade Computers general policy on customer data is as follows: a. Cascade Computers maintains general network information and passwords required for support of the customer's network and systems. This data is located in a secure, password protected and encrypted location and is only accessible by active employees of Cascade Computers. General user passwords are not maintained unless requested by the customer. b. Cascade Computers does not maintain any backup data except in the case of Cloud backup by the customer. Security of Cloud backups are covered under a separate document. In the case of repairs were it appears that customer data may be lost due to hardware failure, Cascade Computers will perform a backup of data to a dedicated secure system. This data is only kept until the repair is complete. c. Cascade Computers does NOT share customer information with third parties unless permission is provided by the customer. This is usually limited to third party vendors in response to a technical issue. d. Cascade's policy requires confirmation of any requests for changes to a customer's security policies or passwords. 7. Service Rates. Customers may chose from any of the following contracted rates: Quarterly Hourly Rate Selected Qty Hours 4 to 11 $85.00 12 to 23 $80.00 *12 Hours per Quarter 24 to 47 $75.00 48+ $70.00 8. Additional Services Service Rate Services Total Backup Plus Recovery N/A N/A GFI Anti -Spam N/A N/A