SOLUS Tech's Network Management: Managed Carrier Services Agreement, Slides of Technology

Download SOLUS Tech's Network Management: Managed Carrier Services Agreement and more Slides Technology in PDF only on Docsity! MANAGED CARRIER SERVICES AGREEMENT This Agreement for Managed Carrier Services is a Service Agreement a6ached to that certain Master Services Agreement (with this Services Agreement, the “Agreement”) between Customer and SOLUS Network SoluCons Inc., d/b/a/ SOLUS Technology SoluCons (hereinaHer referred to as “SOLUS”) (each a “Party” and collecCvely the “Par<es”). EXPLANATORY STATEMENTS SOLUS and Customer have entered into that certain Master Services Agreement (“Master Services Agreement”). Customer has engaged SOLUS and SOLUS is willing to provide Customer with Managed Carrier Services related to the management, maintenance, monitoring and support of specific business informaCon technologies owned by Customer in accordance with the terms and condiCons contained herein. TERMS AND CONDITIONS 1. AGREEMENT. SOLUS shall provide Customer with professional services (“Professional Services”) related to the management, of their carrier and network services as set forth in Appendix A, a6ached hereto and incorporated herein by this reference. All such Professional Services are subject to the terms and condiCons stated in the Agreement. 2. COVERAGE. 2.1. Managed Network Services are subject to the following coverage: 2.1.1.AcquisiCon of services 2.1.1.1.SOLUS will research and idenCfy the technology soluCons available to the customer, providing pricing opCons and recommendaCons based upon the customer’s needs. 2.1.2.Contract review 2.1.2.1.While SOLUS is not a legal firm, we do understand the nuances surrounding the technology soluCon provider’s contracts and will, from Cme to Cme, request changes to said contracts (when available) when they are in our clients’ best interest. 2.1.3.Disconnect of services 2.1.3.1.Upon wri6en request of the customer, SOLUS will disconnect exisCng services no longer in use or no longer needed. 2.1.4.TickeCng Services 2.1.4.1.SOLUS will handle the opening of trouble Cckets and billing Cckets as requested by the customer. 2.1.4.1.1.SOLUS offering is 7AM to 6PM Pacific Cme, Monday through Friday Statement of Work – Managed Carrier Services Page | 1 2.1.4.1.2.SOLUS’ SLA is that we will open a Ccket within 1 hour from the Cme of noCficaCon by Customer (within service hours). The remedy is 50% of monthly site fee for that locaCon should we not have a Ccket opened within this Cmeframe. 2.1.4.1.3.SOLUS is not responsible for lengthy queue Cmes with the provider in the event of a major outage 2.1.5.Inventory Management 2.1.5.1.SOLUS will ensure all service inventory is input into the SOLUS InformaCon Xchange (SIX) and kept up to date with all available inventory and account data. 2.1.6.Contract Management 2.1.6.1.SOLUS will track, within SIX, the contractual status of each circuit and idenCfy those agreements for the upcoming expiring agreement. 2.1.6.2.SOLUS will noCfy the customer and discuss customer’s needs regarding the expiring services. 2.2. Service Response Times. Customer and SOLUS acknowledge and agree that normal service response Cmes by SOLUS are during normal business hours of Monday through Friday, 7:00 AM to 6:00 PM Pacific Time. 2.3. Problem Resolu<on. SOLUS shall make a bona fide a6empt to recCfy the condiCon in a Cmely manner through remote means, subject to the Provider’s Service Response Times. In the event the condiCon requires onsite service, SOLUS may, with the customer’s approval, engage a third-party field technician to assist in the resoluCon of the service which may or may not be at the customer’s expense. 2.4. Reports and Documenta<on. Service Provider shall make available to Customer periodic reports such as the customer inventory of services, contract status and trouble Ccket history. 3. MONTHLY FEES. Monthly fees are set forth in the Service Order and site locaCons may be updated on a monthly basis as required. 3.1. Billing is up front each month (Net 30) and is based upon the number of locaCons under SOLUS management on the first of each month. 3.2. Should Customer be more than 15 days late, SOLUS will suspend service unCl such Cme that SOLUS has received payment. This will include access to the SOLUS InformaCon Xchange. 4. SERVICE QUEUE. Customer acknowledges and agrees that requests for service shall be placed in SOLUS’ “Service Queue” and that response and resoluCon Cmes will vary depending on the nature of the request for service, the current length of the Service Queue, the availability of SOLUS, the Provider of services as well as other business related factors. Solus will use reasonable efforts provide reasonable esCmated response Cme for the Service Queue for any given service request according to the Service Level ObjecCves below. Statement of Work – Managed Carrier Services Page | 2