GENERAL TERMS AND CONDITIONS

All of the Terms in this Agreement are in addition to our Terms and Conditions, which can be found at https://valk.tech/VLKTC

By signing this Agreement, You also agree to those General Terms and Conditions.

For any terms that exist in both, the terms in this Agreement will override.

 

COMMITMENT TERM

The minimum term that you have agreed to use Our Services is outlined in Our Proposal to you and is referred to as the Commitment Term.

The Commitment Term begins from the first day of the next month (after the date of accepting Our Proposal).

After the expiry of the Committed Term, an extension of the Term will automatically commence equal to the period of the original Committed Term, unless earlier terminated as outlined in the ‘Termination’ section below.

 

TERMINATION

You agree that if You need to Terminate this Agreement before the end of the Commitment Term, You agree to pay Us the current Agreement Fee multiplied by the number of months left in the current Commitment Term within 14 days of providing Us Notification of Termination.

Should there be any pricing adjustments made to this Agreement during a Commitment Term, the Plan Fee used to calculate any Termination Payment will be based on the latter of the original proposal or any updated pricing adjustments made in writing from Us to You.

All Termination requests must be made in writing to: ap@valk.tech

 

ESCALATION

While We strive to provide You with the best possible support at all levels, We leave an open communication channel right up to “the big boss” for You in the event You ever need to Escalate an issue further

If you ever need to escalate a service request or issue, you agree to use the following escalation order to ensure quickest possible resolution time.

1. Director of MSP Operations

Name:

Email:

Phone:

 

2. Experience Officer

Name:

Email:

Phone:

 

3. Managing Director / CEO

Name: 

Email:

Phone:

 

Please note that these Escalation Points are not to be used for lodging Service Requests.

All Service Requests must be lodged through the normal methods as outlined in your onboarding packet.

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WHAT’S COVERED

As part of this Agreement, we endeavor to include all the day to day IT support items that are typically required to run a typical Business Technology Baseline Infrastructure.

You can see a list of all the items we will cover under this Agreement in Appendix C.

It’s important to note that anything not included in Appendix C is explicitly excluded from Your Agreement and will be billed at our normal rates as found on our Rate Schedule.

From time to time, we may provide support for items not explicitly included in Appendix C without charge – however we will do this at our sole discretion.

 

SCHEDULED SITE VISITS

As part of this Agreement, we will perform at minimum either Monthly or Quarterly Onsite Visits as agreed upon.

 

REPORTING

We are able to email Your Primary IT Contact a list of any Service Requests that we currently have in our system that are currently waiting on input from you. This is to help figure out what Service Requests may be on hold whilst we are waiting on more information from someone on your team.

Periodically we will email an Executive Summary report to Your Primary IT Contact with metrics from the previous month.  The metrics and frequency can be adjusted by you.

This report will contain metrics such as:

• Number of Service Requests Opened and Closed for the Month
• The Top 5 Users for Service Request Volume at Your Business
• Service Request Types (by Category)
• Upcoming Warranty Expirations

We may modify the metrics we use in this report from time to time as we continually improve how we report to Our clients.

 

QUARTERLY BUSINESS REVIEWS

As part of this Agreement – We will provide to you a Quarterly Business Review Session. Think of this session as meeting with your Virtual IT Manager.

In this session, we run through items such as, but limited to, the following:

• Last Quarters Metrics
• Your Plans for the next Quarter
• Refresh Cycle Update / Minimum Standards
• Technology Budget Update
• Technology Update
• Anything else you need to raise / discuss related to your IT

 

You agree to allocate 2 hours to each of these sessions to ensure that we can provide our Service to You at the world class levels that we strive for.

You agree to give us at least 5 Business Days’ notice if you need to re-schedule or amend an upcoming Quarterly Business Review. If You don’t give us at least 7 Business Days’ notice, that quarters Business Review will still be counted as used.

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YOUR RESPONSIBILITIES

APPROVED BUSINESS SOFTWARE

The list in Appendix D shows all of the Approved software that can be installed on any of the Computers or Devices covered by this Agreement.

This doesn’t mean that all other software can’t be installed – it simply means that if other software is installed, then it’s up to our sole discretion whether we cover any service requests related any other software under the scope of this Agreement.

If we deem any Service Requests to be out of the scope of this Agreement, we will ask for your approval before performing any work.

This list may change over the time we work together under this agreement.  Changes can be viewed at https://valk.tech/VLKTC.

 

LODGING OF SERVICE REQUESTS

The process for lodging service requests is outlined in our General Terms and Conditions as referenced in the General Section of this Agreement and a customized version will be sent to you at time of your onboarding.

Critical and High Priority Service Requests must be lodged via phone.

It’s important you and your team follow this process to ensure you are guaranteed to receive the support at the levels We have promised.

You agree to make sure your team is aware of any restrictions you have in place regarding who is authorized to lodge Service Requests, as all requests received by us will be chargeable and/ or allocated against this Agreement.

 

ACCESS REQUIREMENTS

You agree to allow Us full and free access to Your computers, associated equipment. Your premises and Your team for the purposes of providing the Services in this Agreement.

If there is anything that interferes with our access, we may in our absolute discretion charge You for any extra time incurred.

 

PRIMARY IT CONTACTS

You agree to nominate from your team a Primary IT Contact and a secondary IT Contact (who We will treat at the Primary IT Contact should the current Primary IT Contact not be available).

When issues of Critical and High Priority are happening, your Team are to channel all communication through these people during business hours.

This allows our team to work most effectively in restoring Your services as fast as possible, instead of fielding calls from multiple sources about the same problem.

The Primary IT Contact is to inform all staff at these times, to ensure fast resolutions.

The role of the Primary IT Contact is to also assist Our team to be the eyes and hands onsite, to allow them to remotely diagnose and solve issues in the fastest possible manner.

You will be asked to provide the details of your nominated Primary and Secondary IT Contacts during your Onboarding process and you agree to update us if and when these Contacts change during the Term of this Agreement.

 

THIRD PARTY AUTHORIZATIONS

In order to be able to assist You quickly in times of need, You need to make sure We are authorized to work with all of your external vendors that we may require to work with to provide you Our Service.

This includes but is not limited to Your Internet Service Provider, your Web and Domain Hosting Provider and your Telephony Provider.

During your Onboarding process We will run through with you to determine all the vendors You will need to give authorization to. You can use the template found in Appendix F to assist.

If we are not Authorized for a particular Vendor it may result in additional delays.

If you start working with any new Vendors that we will need to interact with after we start work on this Agreement, you agree to make sure that we are authorized to act on your behalf on commencement of your relationship with the new Vendor.