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Central Time, Monday \u2013 Friday on Business Days except as expressly provided otherwise. The 24 hour a day 7 day a week help desk (24x7 Help Desk) for priority 1 and priority 2 incidents as referred to in the Service Level Terms is available to the Customer if it has elected to upgrade to the 24x7 Help Desk as set out in the Scope of Works. Work which the Customer requests to be completed outside of standard coverage hours will attract additional Fees payable by the Customer, to be determined at the discretion of Calibre One, except that no additional fee applies in relation to priority 1 and priority 2 Incidents if the Customer has expressly elected to upgrade to the 24x7 Help Desk in the Scope of Works. Calibre One will monitor all servers, workstations and other mutually agreed key Information Technology Assets of the Customer to identify areas where performance of the information technology systems is reaching its limit or has the potential to cause downtime. If Calibre One identifies that any specific Information Technology Assets require specialist tools or services to fully monitor them this may, at the discretion of Calibre One, incur additional Fees payable by the Customer. After identifying any specific Information Technology Assets require specialist tools or services to fully monitor Calibre One will work with the Customer to identify and implement required solutions. Calibre One as part of the Regular Maintenance Tasks, applicable to the Device Only Service and the Fixed Price Service will undertake proactive maintenance tasks for the purpose of ensuring the upkeep, reliability, and security of the Customer's Information Technology assets. Any work required on Regular Maintenance Tasks outside of standard coverage hours will incur additional Fees. The Customer and Calibre One will discuss and agree applicable Fees before Calibre One proceeds with any such work. Calibre One will monitor the success or failure of any backup systems comprised in the Customer's Information Technology system. On backup failure Calibre One will undertake work to identify the cause of failure and what is required to resolve the incident. Calibre One will perform regular tests of a portion of the backed up data to ensure that it can be recovered from. Calibre One will provide access to a Help Desk team which provides a central contact point for the Customer's staff to address problems and perform change requests. This includes: recording and tracking any reported issues; providing assistance to the Customer\u2019s staff on any technical issues; undertaking change requests including change management; responding to and resolving incidents identified via performance monitoring as set out in this Agreement; providing technical advice; ensuring timely escalation of incidents to the appropriate technical resources; and escalation to and liaison with any Vendor's niche Information Technology systems, products and tasks. The service level response times are as set out in the Service Level Terms, to the extent applying to the relevant Managed IT Services and the standard coverage hours during which the Managed IT Services will be carried out are as set out in this Agreement. Calibre One will provide technicians who are able to attend the Premises to undertake any tasks which are a part of the Managed IT Services under these Specific Service Terms which require a physical presence in the Premises. An additional call out charge payable by the Customer, set out in the Scope of Works or if not to be confirmed and agreed in advance, will apply for each attendance by Calibre One at the Premises to provide any of the Managed IT Services. All Customer logged requests for Managed IT Services shall be managed through Calibre One\u2019s ticketing system referred to in the Service Level Terms and the Customer will log all requests into the ticketing system. Tickets generated by logging requests into the ticketing system are tracked in accordance with the Service Level Terms as applicable under these Specific Service Terms. All Customer requests are tracked from the time the ticket was logged by the Customer into Calibre One's ticketing system. The Customer may request Calibre One to have access to a portal to monitor existing tickets and directly log new tickets. Calibre One can provide monitoring of some key corporate policy driven settings of the Customer's Information Technology systems to ensure that changes have been properly authorised. These settings include: installed software; security permission changes; user accounts changes; and licensing. Calibre One will for Managed IT Services, other than PAYG Managed IT Services: provide a point of contact for future planning; arrange briefings from Vendors relevant to your Information Technology environment; assist with risk mitigation strategies to avoid business interruption; assist with consideration relevant to industry compliance; assist with consideration relevant to industry governance; provide basic Product training relevant to the Business; assist with management of software licensing; and when requested attend staff meetings as an IT Representative. Automated monthly reporting will be provided, in relation to the Managed IT Services, other than PAYG Managed IT Services, to assist the Customer to understand the performance and reliability of its Information Technology systems and make informed decisions for its Business. These monthly reports are dependent on the Information Technology systems and services the Customer has, or will purchase and implement. Calibre One has extensive capability to supply a wide range of hardware and software items. We also have strategic relationships with many suppliers of specialist Information Technology equipment and services. Calibre One undertakes to provide you with all equipment at competitive rates. Where the Customer has another purchasing option and Calibre One cannot provide the same Product at the same or a lower price, then the Customer may purchase the item directly from a Vendor or request Calibre One to purchase the item on its behalf. If the latter is done, then a 2.5% fixed ordering fee will be payable by the Customer to Calibre One. Calibre One requests that all hardware and software purchases by the Customer are made from or through Calibre One, to ensure the compatibility of these items with the Customer's existing Information Technology Assets. If Calibre One is unable to supply the item, then we request that the Customer supply the specifications so that we can verify its compatibility of these items with the Customer's existing Information Technology Assets. Calibre One will provide the First Level Fault Finding for the Customer's Information Technology. Should the Vendor or the Third Party supplier require it then Calibre One will engage directly with the Vendor or the Third Party Supplier in relation to First Level Fault Finding on the Customer's behalf. To the extent that the Customer's Information Technology can only be supported directly between the Customer and the Vendor or, any Third Party supplier of that Information Technology all communications in relation support of that Information Technology in connection with the Managed IT Services will be between the Vendor and any Third Party supplier and the Customer directly. Calibre One will arrange the quotation, purchase and implementation of any renewals, such as annual software licensing or subscription services for security or networking equipment, relating to the Customer's Information Technology. Calibre One can provide the Customer additional or tailored services as part of our Managed IT Services on terms to be agreed. Under these Specific Service Terms Calibre One addresses the Information Technology requirements of the Customer's Business by: accepting responsibility for, and being the single point of contact for all Information Technology related activities; understanding, and where necessary, defining the Information Technology requirements of the Customer and its Business; understanding the relationships that the Customer has with its clients and suppliers and supporting those relationships; providing Managed IT Services to the Customer from senior management, right down to simple user desktop support; ensuring that Managed IT Services are performed appropriately across multiple staff within Calibre One; utilising best practice to minimise risks in all areas of the Customer's Business relating to and affected by Information Technology; aggressively seeking cost savings wherever possible; operating in accordance with the Service Level Terms, where applicable to the Managed IT Services, to ensure service response; operating within any mutually agreed budget in consultation with the Customer's Contract Manager; assisting with the Customer's compliance with, or at least its ability to comply with, corporate governance, Government requirements, insurance requirements, quality programs, Intellectual Property security in so much as it relates to Information Technology; and where applicable to the Managed IT Services, making the 24x7 Help Desk available by phone, details of which will be provided separately including: dedicated telephone support number; automated ticket lodgement via email; and web-based online job management. Additional Fees to those listed in the Scope of Works will apply in the following circumstances: where the Managed IT Services are a PAYG Service or a Device Only Service then PAYG Billing as referred to in the table in clause 2.1 shall apply and will be calculated at out hourly rates as set out in the Scope of Works or as otherwise agreed; new or special projects or activities considered by Calibre One to be outside the scope of the normal day to day maintenance of the Customer's Information Technology; maintenance of Information Technology items identified by Calibre One as not covered by the Managed IT Services under this Agreement due to age, unsuitability and any other technical issue raised by Calibre One which has not been acted on by the Customer; Major Failure or Loss of any of the Customer's Information Technology; reconstructions of the Customer's Information Technology because of malware, hacking or other malicious activity by third parties. This includes any other cost components to do with a security breach, including but not limited to, investigation and reporting; for hardware components purchased in order to affect a repair on the Customer's Information Technology; installation of major software upgrades and the application of server specific Service packs that require substantial after-hours work (one or two of these are generally released by Vendors every year); repair of malicious damage to equipment or system configurations that could lead to a Major Failure or Loss of the Customer's Information Technology; Third Party interference leading to a Major Failure or Loss of the Customer's Information Technology; repair of damage to Information Technology arising from Information Technology activity not approved by Calibre One; Significant Variation in use of Information Technology from usage patterns expected by Calibre One arising because of changes to business practices, localities or any other change that impacts the Maintenance Program; any works incurred or required due to third parties entering administration or change or ownership; call out charges will apply each and every time we are required to visit the Customer's Premise to provide Managed IT Services; and any optional extras as referred to in the table at clause 2.1. Wherever practicable, Calibre One will undertake to inform the Customer of additional Fees in connection with any matter covered by this clause 3.2 in advance of them being incurred.", "samples": [{"hash": "2uvl06ImgqL", "uri": "/contracts/2uvl06ImgqL#coverage-hours", "label": "Managed It Services Agreement", "score": 22.5947980835, "published": true}], "hash": "92c74b1fbd67ea556239ee6ab9cb9d95", "id": 8}, {"snippet_links": [{"key": "to-customer", "type": "clause", "offset": [41, 52]}, {"key": "authorized-contacts", "type": "definition", "offset": [55, 74]}, {"key": "normal-business-hours", "type": "definition", "offset": [82, 103]}, {"key": "time-zone", "type": "clause", "offset": [118, 127]}, {"key": "in-addition", "type": "clause", "offset": [129, 140]}, {"key": "assist-the", "type": "clause", "offset": [155, 165]}, {"key": "with-respect-to", "type": "clause", "offset": [233, 248]}, {"key": "priority-1-errors", "type": "clause", "offset": [249, 266]}, {"key": "priority-2-errors", "type": "clause", "offset": [271, 288]}, {"key": "pay-for", "type": "clause", "offset": [420, 427]}, {"key": "current-rates", "type": "clause", "offset": [487, 500]}], "size": 1, "snippet": "Lyniate makes Support Services available to Customer\u2019s Authorized Contacts during normal business hours in Customer\u2019s time zone. In addition, \u2587\u2587\u2587\u2587\u2587\u2587\u2587 will assist the Authorized Contacts outside of these hours on a 24 x 7 x 365 basis with respect to Priority 1 Errors and Priority 2 Errors. 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