Master Services Agreement Schedule

 

1.      Services

The following Services are available under this Service Schedule, which shall be invoiced monthly:

  1. Hosted Server and Storage Infrastructure
  2. Fix Fee Help Desk Services and Support Services
  • Software Subscription Licensed Services
  1. Proactive Server Monitoring
  2. Offsite Backup and Disaster Recovery Service

 

2.      Cloud Hosted Server and Storage Infrastructure

KAOS Data will provide Cloud Hosted Server and Storage Infrastructure Services if set out on an Quote. KAOS Data either owns and operates, or resells, enterprise grade [insert] that operates in a multi-tenant environment. In KAOS Data providing Infrastructure hosting, KAOS Data does not assume any ownership or rights to the operating system, applications or data being hosted as these are either owned or rented (under a software subscription licence. KAOS Data provides the following Hosted Server and Storage Infrastructure Services:

  1. To provide the agreed hosted server infrastructure that will be itemised in the Quote and monthly ‘Hosted Infrastructure’ service invoice from KAOS Data.
  2. The hosted server and storage infrastructure will be located in the primary [insert].
  • [Replicated hosted server and storage infrastructure is located in a secondary Data centre situated in [insert].]
  1. The default ‘Data Backup Replication’ regime, unless otherwise specified, is performed by hourly snapshots between the hours of 6am and 7pm nightly.
  2. The default ‘Data and Backup Retention’ policy, unless otherwise specified and itemised on the hosted infrastructure service invoice, is 14 days.
  3. In the event additional servers, or server capacities (CPU, Memory or Storage) is required, a KAOS Data account manager will discuss any recommended changes and provide an official quotation for approval.
  • In relation to the supply of hosted infrastructure (the hosting of a client’s servers on our infrastructure), KAOS Data agrees that the target SLA for infrastructure availability is 99.99% (4 minutes 23 sec down time per month) (“Uptime Service Level”). In the event the hosted infrastructure is not available, the client agrees to advise KAOS Data in writing (or email) if they intend to seek a reimbursement of service fees in the calendar month. Infrastructure unavailability reimbursements will be calculated as a percentage of total time (hours) unavailable (less 4 minutes) divided by 744 (hours in a month). This result will be calculated as a percentage of the monthly infrastructure hosting fee and will be the amount reimbursed.
  • To address any perceived risk that, in the event that KAOS Data is no longer able to provide the hosted server environment due to financial or legal reasons, we categorically stipulate that the server environment at the operating system and application/data level remains the property of the client, and that should such an event occur, KAOS Data will provide a fully restorable image of each server environment to supply to an alternate provider (whether physical or virtual) at no additional cost.
  1. KAOS Data will endeavour to meet the Uptime Service Level but cannot be held accountable where the resolution is delayed due to factors beyond the KAOS Data’ reasonable control due to:
  • a Force Majeure Event;
  • the failures of the Client’s System;
  • the failure of a Third Party Service;
  • the failure of third party supplied telecommunication service;
  • scheduled maintenance for hardware and/or software upgrades;
  • hardware failure outside the control of KAOS Data;
  • software and/or operating system bugs or flaws outside the control of KAOS Data;
  • DNS issues not within the direct control of KAOS Data;
  • network floods, hacks, attacks, viruses, malware from third parties or individuals;
  • failure or error of any of the KAOS Data’ monitoring or measurement system outside the control of KAOS Data;
  • breach of the Usage Policy by Client;
  • breach of the Usage Policy by other Clients of KAOS Data;
  • a technology issue originating from the acts or omissions of the Client; or
  • a backbone peering point issue.

 

3.      Fix Fee Help Desk Services and Support Services

KAOS Data will provide Fix Fee Help Desk Services and Support Services if set out on a Quote. The technical department of KAOS Data provides a range of technical support service to their client base ranging from do-and-charge through to fix fee outsourcing. Gold, Platinum and Platinum Plus Support Services are available as follows:

  1. Invoiced on a [per user basis] each month.
  2. The level of coverage will be identified in the Quote and the monthly invoice.
  • The number of users supported will be determined by the number of devices used in agreeance with the Client. This quantity will be identified on the monthly invoice.
  1. This number of users is determined and updated on the first working day of each calendar month and is invoiced for that month.
  2. Gold Fix Fee Servicing provides technical services via phone, email and remote control for any user problem encountered accessing or using the managed system/environment.
  3. Platinum Fix Fee Servicing provides all the services of the Gold level, with the additional benefit of receiving onsite technical support for ‘on-premise’ equipment (such as, printer, computer and network troubleshooting).
  • Platinum Plus Fixed Fee Servicing provides all the services of the Platinum level, with the additional benefit of the installation of end user equipment (computers, notebooks, printers) and end users asset management reporting.
  • Fixed Fee Services do not include the costs of any hardware replacement in part or full.
  1. Any additional workstations or terminals that are added to the client’s network that is serviced by fixed fee agreement, will have this quantity added to the total number of users on the monthly service invoice.
  2. The support coverage for additional workstations or terminals under the fixed fee agreement will be added to the total number of users/devices on the monthly service invoice.
  3. Exclusions to the fixed fee services are items not directly related to the service offerings provided by KAOS Data, such as cabling, third party application support, telephony, and multifunction device / printer servicing.
  • Contact working hours to be 7.30am to 5.00pm Monday to Friday (Business Days only).

 

4.      Software Subscription Services

KAOS Data will provide Software Subscription Services if set out on a Quote. KAOS Data is an accredited provider of software subscription services for many software vendors.  Where applicable, KAOS Data may provide software licences on a subscription basis, and as such, the Quote will form part of a master rental agreement where the Client agrees to the respective licencing rules, agreed fee structure and regulations of each software vendors, which can be provided on request, and subject to the following conditions:

  1. Monthly software subscriptions will be itemised on the monthly hosting invoice and will be represented as a unit measure.
  2. Reconciliation of each software subscription is performed and amendments to the monthly service invoice are made on the first Business Day of each calendar month.
  • Any disputes a Client may have in relation to the licence quantities identified and invoiced, must be brought to the attention of a KAOS Data account manager and will be actioned within the calendar month.

 

5.      Proactive Server Monitoring

KAOS Data will provide Proactive Server Monitoring Services if set out on a Quote. KAOS Data has developed a proactive server monitoring service that monitors the critical components in your Client server environment and reports the information to KAOS Data’ technical team in 15-minute increments. This ensures that KAOS Data is aware of any issues that arise in your Client environment and KAOS Data is able to take steps to rectify the issues quickly and with minimal impact.

The Client will receive a weekly snapshot report of key areas and a quarterly meeting if requested with the Client’s Account Manager to review the reports and address any issues or concern areas.

The server monitoring product and weekly snapshot report includes:

Server Up/Down Status

Exchange Database Alert

CPU Failure

Ram Thresholds

Hard Drive Failure

Page File Thresholds

Low Disk Space Alert

Stopped Services Monitoring

Backup Failure Alert

Virus Defence Monitoring

Patch Management

Weekly Server Health Reporting

SQL Database Alert

Log File/Log Support Monitoring

Switch Up/Down Status

Router Up/Down Status

Internet Bandwidth Usage

Network Attached Storage Monitoring

It also includes any Priority 1 remote support that is required to investigate and resolve initial server issues such as backup failures.

 

6.      Manage and Monitor Disaster Recovery Service

If Disaster Recovery Services management and monitoring Services are set out on a Quote, KAOS Data will carry out scheduled testing quarterly (4 times per year) including a restore of data to ensure data integrity.

 

7.      Service Requests and Ticketing

We offer our clients the option of electronically logging jobs via email, through an online portal or via phone, including an after-hours service. This allows clients to log jobs 24 hours a day and offers the following benefits. 

  • Your job will be entered and tracked by our Technical Administrator.
  • Allow more accurate tracking of your service request, by Ticket Number and Customer.
  • Allow our customers to prioritise work based on their needs.
  • More accurate commencement time for jobs.
  • Direct Phone contact with “On Call” Engineers after hours.

To facilitate this process, we have developed the following procedure to help us meet required service levels:  

  • At the time of logging the job, the priority of the work requested should be stipulated, in accordance with the below priority chart.
  • Our Helpdesk staff will log your job in our internal Ticketing System which will email you an assigned technician, Job Number and estimated time of commencement.
  • Contract working hours to be 9.00am to 5.00pm Monday to Friday, (Business Days only).

 

 

Priority Chart and Target Response Time

Priority

Code

KAOS Data Agreed Response Time to commence addressing Client logged priority code issue

KAOS Data Target Timeframe to resolve the Client’s logged priority code issue

Problems

Priority 1

P1

Immediate Response

Critically urgent resolution required.  Functionality must be restored within an hour of logging P1 issue.

Server Down, a device is not operating preventing a Client user to perform their role; unable to send or receive, prepare documents., faxes are down; unable to print

Priority 2

P2

Within 4 Business Hours

Urgent resolution required- within 4 hours of logging P2 issue.

Major Operational Problem, multiple devices suffering same problem

Priority 3

P3

Within 8 Business Hours

High resolution required- required within 8 hours of logging P3 issue.

Important Computer Problem affecting single user (however user can still send and receive emails, prepare documents and print);

Priority 4

P4

Within 2 Business Days

Medium resolution required- required within 2 Business Days of logging P4 issue.

Software Installation, New User

Priority 5

P5

Within 5 Business Days

Normal resolution required- required within 5 Business Days of logging P5 issue.

Computer Installation, anticipated service required with long lead time for Client

  • Target Resolution times are targets only and KAOS Data is not bound to achieve them, but will use reasonable endeavour to do so. Where KAOS Data cannot meet the agreed timeframe set out in column 4 of the above table, KAOS Data will inform the Client and advise of the impediments and estimated time frame in which the issue will be resolve. In such circumstances, KAOS Data will regularly update the Client regarding KAOS Data’ progress in resolving the issue, the regularity of such updates to be commensurate to the priority code assigned to the outstanding ticket.
  • KAOS Data will endeavour to meet the targeted resolution time but cannot be held accountable where the resolution of an incident is delayed due to factors beyond KAOS Data’ reasonable control including:
    • Delays in receiving responses or information relevant to the resolution from Client or its related entities;
    • the failures of the Client’s System;
    • Delays caused by the time taken to restore data from backups;
    • Delays in the restoration of Third Party Services;
    • Delays in the availability of new or replacement equipment; or
    • Delays in the provision of services, software or equipment from third parties that are providing services, software or equipment directly to Client.

 

8.      Labour Rates

Standard labour charge is [$[insert]/hour Ex GST]. This is for all remote, workshop and onsite labour including new system installations.

After hours labour is charged at [$[insert]/hour Ex GST]. After hours is defined as any time between 5:00pm and 9.00am Monday to Friday, all weekend and Public Holidays.

 

9.      Prepaid Hours

In response to our client’s needs, we have developed a method of pre-purchasing a block of labour to assist in reducing the administration costs of smaller invoice amounts and are offered at reduced rates for larger blocks of hours purchased.

Block Hours can be used for service work and reconciliation can be reported monthly.

KAOS Data has the following service rate schedule for Block Hours 

Rate Description

Applies

Rate

Block 20

Block Hours Rate for 0 – 20 Hours

$ [insert] / Hour

Block 40

Block Hours Rate for 20 – 40 Hours

$ [insert] / Hour

Block 100

Block Hours Rate for 50 – 100  Hours

$ [insert] / Hour

Rates above are GST Exclusive

Not available for use with new system installations

 

  • KAOS Data Pre-Paid Hours do not expire, and any unused hours will remain as hours rather than the monetary value of your account
  • KAOS Data will not be liable to refund, reimburse, pay damages or otherwise compensate or indemnify You in respect of those unused Pre-Paid Hours.
  • KAOS Data Pre-Paid Hours will be forfeited in the event the Client ceases trading or if Client ceases doing business with KAOS Data.

 

For more information, contact us at:  https://www.kaosdata.com/contact-us/