IT Service Terms and Conditions
Terms and Conditions
Welcome to Layer Logix! These Terms and Conditions (“Agreement”) govern the provision of IT support services (“Services”) by Layer Logix (“Provider,” “we,” “us,” or “our”) to you (“Client,” “you,” or “your”). By engaging our Services, you agree to be bound by this Agreement. Please read it carefully.
1. Definitions
- “Services”: IT support services for hardware and software, including troubleshooting, maintenance, installation, and consultation.
- “Support Tickets”: Requests for assistance submitted by the Client via our designated support channels.
- “High-Priority Ticket”: A support ticket classified as urgent due to the critical impact on the Client’s operations.
- “Business Hours”: Monday to Friday, 8:00 AM to 6:00 PM local time, excluding public holidays.
2. Scope of Services
Layer Logix agrees to provide IT support services as outlined in the Service Level Agreement (SLA) attached hereto as Exhibit A. Services include, but are not limited to:
- Hardware Support: Installation, maintenance, and troubleshooting of physical devices.
- Software Support: Installation, updates, configuration, and troubleshooting of software applications.
- Network Support: Configuration and maintenance of network infrastructure.
- Consultation Services: Advisory services on IT strategy and implementation.
3. Time is a Valuable Resource
At Layer Logix, we recognize that your time is a valuable resource. Therefore, we commit to:
- Efficient Communication: All support ticket responses, regardless of priority level, are targeted within 15 minutes of submission to ensure prompt acknowledgment and initiation of support.
- Balanced Technician Allocation: Technicians’ time is equally balanced between Priority Tickets to ensure that all high-priority issues receive appropriate attention without neglecting other critical tasks.
- Session Time Management: Each technician session dedicated to resolving an issue is limited to a maximum of 1 hour. If the issue is not resolved within this timeframe, the session will conclude, and a follow-up appointment (same-day available) will be scheduled to continue addressing the problem.
- Proactive Support: Regular system checks and maintenance to prevent issues before they arise.
- Transparent Processes: Providing clear timelines and updates on support requests to keep you informed at all stages.
4. Duties and Time to Respond
4.1 Ticket Classification and Response Times
Support tickets submitted by the Client will be classified based on their priority level. Our response times are as follows:
- High-Priority Tickets:
- Definition: Issues causing significant disruption to business operations, such as server outages, critical application failures, or security breaches.
- Response Time: Within 15 minutes of ticket submission during Business Hours; within 15 minutes outside Business Hours.
- Resolution Time: Target resolution within 4 hours during Business Hours; within 6 hours outside Business Hours.
- Medium-Priority Tickets:
- Definition: Issues affecting non-critical functions, such as software bugs or hardware malfunctions that do not halt operations.
- Response Time: Within 15 minutes of ticket submission during Business Hours; within 15 minutes outside Business Hours.
- Resolution Time: Target resolution within 1 business day.
- Low-Priority Tickets:
- Definition: General inquiries, requests for information, or minor issues with minimal impact on operations.
- Response Time: Within 15 minutes of ticket submission.
- Resolution Time: Target resolution within 3 business days.
4.2 Ticket Submission and Management
- Submission Methods: Support tickets can be submitted via email, our online portal, or phone.
- Acknowledgment: An acknowledgment of receipt will be sent within the specified response time based on the ticket’s priority.
- Updates: Regular updates will be provided to the Client regarding the status of the ticket until resolution.
5. Client Responsibilities
To ensure effective support, the Client agrees to:
- Provide Access: Grant necessary access to hardware, software, and network resources as required for troubleshooting and resolution.
- Accurate Information: Provide detailed and accurate information when submitting support tickets.
- Timely Feedback: Respond promptly to requests for additional information or confirmation during the resolution process.
- Compliance: Adhere to all applicable laws, regulations, and policies related to the use of IT resources.
6. Fees and Payment
- Service Fees: Fees for Services are outlined in the attached Pricing Schedule (Exhibit B).
- Invoicing: Invoices will be issued monthly in advance and are payable within 30 days of the invoice date.
- Late Payments: Late payments may incur interest charges at the rate of 1.5% per month or the maximum rate permitted by law, whichever is lower.
7. Term and Termination
- Term: This Agreement commences on the Effective Date and continues for a period of one year unless terminated earlier in accordance with this section.
- Renewal: The Agreement will automatically renew for successive one-year terms unless either party provides written notice of non-renewal at least 30 days prior to the end of the current term.
- Termination for Cause: Either party may terminate this Agreement immediately if the other party breaches any material term and fails to cure the breach within 30 days of receipt of written notice.
- Effect of Termination: Upon termination, the Client will pay for all Services rendered up to the termination date. Layer Logix will return any Client property and confidential information.
8. Confidentiality
Both parties agree to maintain the confidentiality of all proprietary or confidential information disclosed during the provision of Services. This obligation remains in effect for three years after the termination of this Agreement.
9. Limitation of Liability
- Exclusion of Damages: Layer Logix is not liable for any indirect, incidental, consequential, or punitive damages arising out of or related to the Services.
- Maximum Liability: Layer Logix’s total liability under this Agreement shall not exceed the total fees paid by the Client in the six months preceding the claim.
10. Governing Law
This Agreement shall be governed by and construed in accordance with the laws of the State of [Your State], without regard to its conflict of laws principles.
11. Dispute Resolution
Any disputes arising out of or relating to this Agreement shall be resolved through good faith negotiations between the parties. If unresolved, disputes may be submitted to mediation or binding arbitration in [Your City], [Your State].
12. Intellectual Property
All intellectual property rights in any materials provided by the Client remain with the Client. Layer Logix retains all rights to its own methodologies, tools, and materials used in delivering the Services.
13. Force Majeure
Layer Logix shall not be liable for any failure or delay in performing its obligations due to causes beyond its reasonable control, including natural disasters, acts of government, or other unforeseen events.
14. Amendments
Any amendments or modifications to this Agreement must be in writing and signed by authorized representatives of both parties.
15. Entire Agreement
This Agreement constitutes the entire understanding between the parties regarding the subject matter and supersedes all prior agreements, representations, and understandings.
16. Severability
If any provision of this Agreement is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.
17. Notices
All notices under this Agreement shall be in writing and sent to the addresses specified in the Service Order or as otherwise designated by the parties.
By engaging Layer Logix for IT Support Services, you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions.