Remote IT Support for 5 PC to 9 PC

Product Specification: Remote Support Services by Whitehats

Service Name:

Purpose:

Service Offerings:

1. Adware and Spyware Removal
   • Description: Scans and removes adware, spyware, and unwanted software.
   • Benefits: Enhances device security and operational efficiency.
2. Performance Optimization
   • Description: Diagnosis and resolution of issues related to device speed, crashes, and overall performance.
   • Benefits: Restores smooth and reliable device functionality.
3. Software Installation and Configuration
   • Description: Assistance with installing and configuring customer-provided software applications.
   • Requirements: All necessary licenses must be provided by the customer.
   • Benefits: Ensures correct installation and setup, enhancing productivity and user experience.
4. Maintenance and Optimization Tips
   • Description: Guidance on best practices for maintaining device performance and security.
   • Benefits: Helps prolong device lifespan and prevent future performance issues.

• Comprehensive support tailored for Computer devices.
• Skilled technicians provide on-site assistance when needed.
• Expertise in optimizing device performance and security.
• Convenient, customer-focused support that enhances productivity.

SCOPE OF WORK:

• The AMC shall cover the comprehensive Level- I, Level-II and Level-III support for all IT related services of the computers and other peripherals as per proposal.
• Complete management of customers' IT issues through our Service Desk systems.
• Maintenance shall include reinstallation operating system, office applications, and anti-virus of existing infrastructure e.g. virus infections, services not running properly.
• You are entitled to get Special Dedicated Secured Remote Support.
• Preventive maintenance service is to be carried out every month for all the computers and peripherals covered under the contract.

It would include:

• Defragmentation of hard disk drives and scanning for disk errors.
• Checking and optimization of all the computers and their peripherals.
• Updates and Patch Management of Operating Systems.
• Antivirus Updates and Scanning for Spyware, Trojans, Malwares and Viruses.
• Event Viewer Analysis and Troubleshooting.
• Server Health and Log Checkup if covered under contract
• Software support for operating system, office applications and antivirus is compulsory. It is initiated whenever software failure occurs.
• Each and every call will be attended by our Engineer, according to the SLA agreed response time either by phone or by email during business hours (9am-6pm) on work days.
• Recommendations will be given if required for Desktop / Network Services Standards such as suitable hardware and software, replacement or upgrade.
• Troubleshooting of network related equipment like router, switches, and access points.
• Maintenance of comprehensive call logs / tickets for follow up on the services including technical details of the network.
• To provide software-only troubleshooting for printers and scanners.
• To assist our customers with Disaster Recovery and Backup Planning.
• To guide users to use common or shared resources over the network.

Exclusions:

1. Repair for damage resulting from catastrophe such as fire, act of God, strike, riots, and acts of war, accident, neglect, misuse, or operator abuse.
2. As offsite IT administrator Whitehats accepts no responsibility or liability for: lost, missing or corrupted data, viruses, worms, hacked systems and similar items resulting in a mission critical situation or financial loss.
3. Service on machines, accessories, attachment or other devices are not furnished by WHITEHATS, unless specifically included in this agreement.
4. Repair required resulting from neglect of unauthorized persons other than authorized WHITEHATS personnel.
5. Damages due to abnormal electrical or power condition.
6. Whitehats will not be responsible for issues arising due to user error, user inability to run applications, and hardware failure. Whitehats reserves the right to decline any warranty including but not limited to other IT support providers actions, such as: when the user or client (or another administrator or 3^rd party) elects self-installation of software in a corporate setting without prior approval from Whitehats, this includes but is not limited to: applications, Windows updates, other software updates and any hardware installation.
7. Whitehats does not service printer hardware and consumables of any kind.
8. Whitehats standard SLA does not provide Database Support and Data Backups unless specifically covered within the contract
9. Whitehats will not support pirated software & discourages its use.
10. This AMC does not include Civil, Electric & Cabling work.

Terms and Conditions of Remote IT Support Services by Whitehats LLC

• If a call is received before 11:00 AM it will be scheduled on the same working day, if there is any incident call or network down, it shall be entertained on priority basis.
• Below table summarizes the responses and resolution times based on the status of the recurring incidents:

1. This AMC includes Special Remote Support Portal Access.
2. This package is only for the maintenance of existing setup and new deployments will be charged separately
3. Any required hardware or software will be charged separately with customer's approval.
4. Software / Media will be provided by the customer.
5. Back up should be taken by the customer & Scheduled by us, Database Support is not included
6. Whenever such causes have been remedied, WHITEHATS shall make and Customer accepts service performance as set out in this agreement.
7. Any dispute and difference, which may arise out of or in connection with the present contract, will be settled as far as possible by means of negotiation between the parties. If the parties do not come to an agreement, the matter, without recourse to Courts of Law, is to be submitted for settlement to arbitration, with its seat in Dubai, UAE.
8. Contract does not cover hardware components. Any hardware to be replaced or upgraded will be charged separately
9. Replaced parts, which are normally sold on exchange basis, shall become the property of WHITEHATS.
10. Operational supplies or consumables such as Hard Disk, RAM, Motherboard, LCD, Power Supply, Magnetic Tapes, Batteries of UPS, etc. are not covered in this agreement.
11. In case any additional computer system is added by the customer, it should be notified to Whitehats within 2 weeks via notification for continued support. It will become part of the AMC support agreement and charges will apply on pro rata basis.
12. 5% VAT will add effectively from Jan 2018.
13. Termination : Whitehats reserves the right to suspend or terminate services offered to the Customer and all payments will become immediately due in given below cases:
    1. The Customer has exceeded the defined number of calls in a Limited Service Contract and the additional payment installment is not settled within 30 days.
    2. Any hardware component that has been replaced and provided by Whitehats, for which the submitted invoice has not been paid in full within 30 days.
    3. An invoice becomes due over 30 days or advance payment is not received prior to start of defined AMC period.
    4. Variations or upgrades that are charged as per customers requirement or resolution, for which the submitted invoices are not settled within 30 days.
14. This agreement shall be in effect from the date of signature for one year and subject to WHITEHATS inspection of the equipment to ensure that they are in proper working order. Either party may terminate this agreement upon Sixty (60) days written notice at any time for failure of the other party to comply with the terms of this agreement.