| ITIL : 41 Support
02 Support Agreement | |
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| 1. Customer | Party:
| of:
| | and hereafter known as the Customer. |
| | | 2. Supplier | Party:
| of:
| | and hereafter known as the Supplier. |
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| 3.1. Scope | | 1. Both parties to this Agreement agree that this document describes the IT Support service that the Customer shall receive from the supplier in return for a modest monthly subscription. | | 2. Both parties to this Agreement agree that this private document is in compliance with UK laws including General Data Protection Regulation Artical 26. |
| 3.2. Inventory | | 1. Both parties agree that this Support Agreement provides the Customer with IT Support by the Supplier for any number of approved people that are registered by the Customer. | | 2. Both parties agree that each approved person is supported by the Supplier to use any number of computing devices as desktops, laptops, tablets and smart phones. | | 3. Both parties agree that an online inventory shall be maintained by the Supplier and shared with the Customer to register all approved people and all approved computing devices in an open honest and transparent way. This inventory shall include license keys, installed software, renewal dates, domains, certificates and all manor of facts that are needed to provide IT Support in compliance with ISO 55001 Asset Management Standard and ISO 27001 Information Security Standard. |
| 4.1 IT Support | | 1. Both parties agree that the Supplier shall provide an unlimited amount of IT Support to approved people who are registered by the Customer. | | 2. Both parties agree that IT Support shall be provided by email, phone, remote access and by online application services. | | 3. Both parties agree that IT Support shall be provided by the Supplier 24 hours a day and seven days a week without limit. | | 4. Both parties agree that each and every support message shall be recorded in an online application as evidence with a life cycle of event dates and times as a means to identify service level. The online IT support application data shall be managed by the supplier and shared with the Customer in real-time in an open honest and transparent way. | | 5. Both parties agree that IT Support is provided by the Supplier to the Customer according to a three-tier Service Level Agreement. |
| 4.2. Service Level Agreement | | 1. Both parties agree that the Supplier shall manage all IT Support messages from the Customer according to this three-tier Service Level Agreement (SLA). | | 2. Tier-One is where all IT Support messages begin by being assigned a unique ticket number and recorded in the online support database where they can be prioritized and responded to. Ties-One SLA expects 80% of all IT Support messages to be resolved within the hour. | | 3. Tier-Two is where an IT Support message cannot be handled by the level one team who will escalate to Tier-Two where a specialist engineer will perform a more detailed analysis and provide the application solution. Ties-Two SLA expects 90% of all IT Support messages to be resolved within one day. | | 4. Tier-Three is where an IT Support message cannot be handled by the level two engineer who will escalate to Tier-Three where the Problem Manager is assigned to do whatever is needed to resolve the IT Support message. The Problem Manager has access to external specialists who are brought in to create the correct solution. Ties-Three SLA expects 99.9% of all IT Support messages to be resolved within one week. | | 5. To acknowledge that this three-tier SLA has been effective for the past 20 years to ensure that each approved person is given the tools to do their job. |
| 5. Data Protection Officer | | 1. Both parties agree that the Supplier shall provide the Customer with the services of an experienced Data Protection Officer as mandated by General Data Protection Regulation Artical 35. | | 2. Both parties agree that the Data Protection Officer must create and maintain a Data Protection Impact Assessment (DPIA) in accordance with UK laws. The Data Protection Impact Assessment may be shared with the Information Commissioners Office when requested to demonstrate compliance with UK laws. The Data Protection Impact Assessment may highlight actions and procedures that are required of the Customer to fully comply with all UK laws. | | 3. Both parties agree that the Data Protection OPfficer shall act on behalf of the Customer when requested by the Information Commissioners Office. |
| 6. Public Web Site | | 1. Both parties agree that the Supplier shall host and provide the Customer with a public web site as defined by the Customer. | | 2. Both parties agree that the provision of the public web site by the supplier includes unlimited amount of continual improvements as defined by the Customer. |
| 7.1. Terms and Conditions | | 1. Both parties agree that the term of this IT Support is one calendar month in return for monthly subscription fee identified in schedule 1. | | 2. Both parties agree that this IT Support Agreement may continue without interuption to a subsequent month where the IT Support provided by the Supplier is adequate for the Customer to pay the monthly subscription fee. | | 3. Both parties agree that this IT Support Agreement may terminated at any time without any further liabilities by providing the other party with one months notice in writing. | | 4. Both parties agree that the Supplier shall provide IT Support for a month and shall invoice for that month on the first day of the subsequent month for payment by the Customer within 28 days. | | 5. Both parties agree that the monthly subscription fee shall be reviewed in August of each year and may be revised in the light of experience and evolving business requirements. |
| 7.2. Privacy and Security | | 1. Both parties agree to keep private this IT Support agreement with all its benefits and obligations. | | 2. Both parties agree to conform with UK laws and every aspect of the General Data Protection Regulations to keep business data private and secure from third parties. | | 3. Both parties agree that they shall not disclose, divulge, reveal, report or use for any purpose any business information which the other party has obtained, except as authorized by the other party or as required by law. | | 4. Both parties agree that The Supplier shall not access or change any business data owned by the Customer without the prior written consent of the Customer - the Customer may revoke consent granted to the Supplier at any time. | | 5. Both parties agree that there is not representation, warranty, collateral agreement or condition affecting this agreement, except as expressly provided by this agreement. | | 6. Both parties agree that except to the extent paid in settlement from any applicable insurance policies and to the extenr permitted by UK laws, both parties agree to indemnify and hold harmless the other party and its respective affiliates. officers, agents, employees and permitted successors and assigns against any and all claims, losses, damaged, liabilities, penalties, punitive damages, expenses, reasonable legal fees and costs of any kind or amount whatsoever which result from or arise out of any act or omission for the indemnifying party, its respective affiliates, officers, agents, employees and permitted successors and assigns that occurs in connection with this IT Support agreement. | | 7. Both parties agree that this indeminification shall survive for ten years after the termination of this IT Support Agreement. | | 8. Both parties agree that this IT Support agreement shall be governed by the laws of England. |
| 7.3. Provisions | | 1. Both parties agree that in the event that any of the provisions of this IT Support agreement shall be held to be invalid or unenforceable in whole or in part, all the other provisions shall continue to be valid and enforceable with the invalid or unenforceable parts severed from this IT Support Agreement. | | 2. The waver by either party of a breah, default, delay or omission of any of the provisions of this IT Support Agreement by the other party shall not be construed as a waver of any subsequent breach of the same or other provisions. | | 3. Both parties agree that the headings are inserted for the convenience of both parties only and are not to be considered with interpreting this IT Support Agreement. | | 3. Both parties agree that this agreement shall not be changed in any way except that its attached schedule 1 shall be reviewed and revised from time to time. |
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| 8. Customer | Signed:
| and dated:
| on behalf of:
| | as duly authorised representative. |
| | | 9. Supplier | Signed:
| and dated:
| on behalf of:
| | as duly authorised representative. |
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| Schedule 1 | | 1. Both parties agree that the monthly subscription fee shall be ..... |
| Document Control: | | 1. Document Title: Support Agreement. | | 2. Reference: 164102. | | 3. Description: Support Agreement. | | 4. Keywords: Support Agreement. | | 5. Privacy: Public education service as a benefit to humanity. | | 6. Issued: 13 Feb 2019. | | 7. Edition: 1.3. |
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