Global Computer Support — Service Level Agreement
Our Mission
To deliver the highest level of professional IT management enabling our clients to function with the power and tools of a full in-house IT department at a cost-effective rate. Through planning, education, and preventive maintenance we save our clients money and frustration.
About Global Computer Support
Our services are built upon a comprehensive monitoring structure and a proactive approach that allows us to spot small problems before they become large network disasters. Our experienced IT team will handle any issues requiring on-site or remote support. We strive to answer all support needs within 1 hour during business hours and 2 hours after business hours.
Our Guarantee
If for any reason the work we do is not completed to your satisfaction, we will redo the work at no cost to you. If we still cannot meet your needs, you don't pay. This applies to services not included in your support plan.
Flat-Rate Pricing & Bill-Right
We know what IT should cost and how long it takes to do the basics. We bill what is right and fair to you. If a repair should have only taken 2 hours and the technician was working for 5 hours, we only bill you for the 2 hours. When in our office, we only bill for "touch time" — the time the technician is actually working on your issues.
Backup Management & Disaster Recovery
We monitor your backups on a weekday, daily basis by doing eyes-on review of operations. We offer off-site data storage and backup hardware solutions. Normally disaster recovery takes less than 4 hours (based on a standard server install with less than 200 GB of storage). This does not include backup of cloud drive solutions that we do not formally support.
Support Plans
Our plans provide a stable budget for the services required to effectively maintain and support existing systems. Once the plan begins, nearly all services involving maintenance and support of current systems and existing users are included, depending on your service level. Regular business hours are Monday through Friday, 8am to 5pm AKST, excluding federal holidays.
Support Exclusions
The following are NOT included in support plans:
- Hardware Costs: Mice, keyboards, cables, networking equipment, replacement parts or devices
- Software Costs: Licensing or installation media
- Projects: Server installation/migration, network projects, major software/OS upgrades
- Labor-Based Tasks: Installing/moving devices, cable management, data migration, redeploying computers, installing new programs, any work requiring hardware to be brought to our office
- Additional Excluded Services: Support outside business hours, training, 3rd-party software support, proprietary peripherals, end-of-life products, catastrophic failure, ransomware removal, Linux, phones/phone systems, TVs/DVRs, Windows Remote Desktop configuration, SharePoint, website editing, database work
The list above does not include all scenarios. Please contact us for clarification on any specific scenario.
Supported Applications
Our support plans include basic support for common applications including Microsoft Office, Adobe Reader/Acrobat, standard antivirus, and major web browsers. Support for additional applications is included with Total Care; all other plans are billed at your hourly rate.
Compliance
Pre-existing and legacy operating systems no longer supported by the vendor fall outside the scope of this plan. Servers must have a manufacturer's or extended warranty for Global Computer Support to support them. All compliance issues will be discussed in advance.
Onboarding
During onboarding, we deploy a maintenance agent on all computers and servers. We will ask for a password list and network information. We perform a Security and Vulnerability Assessment for Pro Care and Total Care clients. This assessment does NOT include costs for making changes.
Offboarding
During offboarding, we remove all custom service scripts, maintenance agents, and endpoint protection. We provide a password list and network documentation. Global Computer Support Corp is NOT responsible for damages caused by removing our software.
Requesting Support
Email: techstaff@akcs.pro | Phone: 907-868-7300
Terms & Conditions
Parties — This agreement shall be between Global Computer Support Corp (COMPANY), with principal place of business at 750 E. Fireweed Suite 100, Anchorage, AK 99503; and the CLIENT identified on the previous steps of this form.
Description of Services — Services shall be provided according to this written proposal.
Payments — Payments are due prior to the first of the month. Invoices will be sent approximately 15 days prior to the due date. Late payments are subject to interest equal to the maximum allowed by the State of Alaska. A $35.00 accounting processing fee will be applied to late payments.
Pricing — Pricing indicated within this agreement shall remain in effect for the length of the agreement and is subject to change at any time with 30 days notice.
Termination — This agreement may be terminated without penalty if there is a failure of service from COMPANY, with 30 days written notice plus the remainder of the current month and any software as a service fees. Software as a service has a 1-year term and must be paid in full upon termination. Upon violation of this agreement the remainder of the contract amount will be due in full. All contract terms are 1 year from the date of signing and continue automatically until terminated. COMPANY reserves the right to terminate this agreement at any time for any reason.
Typographical Errors — COMPANY cannot be held bound or responsible for typographical errors or omissions.
Force Majeure & Malicious Acts — COMPANY shall not be liable for damages, delay, or default in performance caused by conditions beyond its control including acts of God, government restrictions, wars, insurrections, fire, flood, electrical surges, deliberate malicious acts, theft, or any other cause beyond the reasonable control of either party.
Loaned/Rented Equipment — The CLIENT agrees that any equipment utilized by COMPANY that is not explicitly purchased by the CLIENT shall remain the property of COMPANY and must be returned if requested.
Confidentiality — Neither party shall disclose any proprietary or confidential information obtained from the other unless directed by a court of law or government authority. The CLIENT agrees not to disclose rate(s), term(s), or any information regarding this agreement without the prior written consent of COMPANY. CLIENT understands that breach of this clause shall result in immediate payment of $5,000.00 to COMPANY within 10 days of discovery.
Hiring of Employees — The CLIENT agrees not to hire or attempt to hire, directly or indirectly, any COMPANY employee, contractor, or former employee within one year of termination of employment without written consent. Breach of this clause shall result in immediate payment equal to the employee's annual compensation, whichever is greater at the time of breach or termination.
Contractor Status — The relationship of COMPANY to CLIENT is that of an independent contractor and not that of an agent or employee.
Site Access — The CLIENT will be responsible for obtaining proper permission for COMPANY to enter and operate within the CLIENT's work area.
Security Credentials — CLIENT acknowledges that COMPANY must have access to all systems and resources to perform their duties. If access is denied, COMPANY will be held harmless and CLIENT will remain bound under the terms of this agreement.
Warranty — COMPANY warrants that work will be performed to the best of its ability in accordance with reasonable and customary practices. No other warranties exist, expressed or implied.
Consequential Damages — Neither the CLIENT nor COMPANY shall be liable to the other for any consequential damages arising out of or related to the performance of this agreement.
Indemnification — The CLIENT shall at all times indemnify and hold COMPANY harmless against all losses, liability, expenses, and detriments arising out of or in connection with the performance of the work.
Entire Agreement — This agreement is the exclusive statement of the parties' agreement with respect to its subject matter and supersedes all prior agreements, negotiations, and proposals.
Jurisdiction — This Agreement shall be governed by and construed in accordance with the laws of the State of Alaska, without regard to its conflict of law provisions.
