Button 108 MSP Agreement
Scope of Support Services
• Covered Computers
All networked computers must be covered unless specifically excluded at Button 108’s recommendation due to possible interference with a specific use case. Any computers added to the business will automatically be added to the plan, billing, and services without requiring a new contract unless other arrangements are made.
• Covered Users
All users with email through the company domain or who use company PCs must be covered. Any users added to the business will automatically be added to the plan, billing, and services without requiring a new contract unless other arrangements are made.
• Computer Hardware
Hardware repair, installation, and warranty work on computers covered by the plan may be performed using any included retainer hours.
Example: Replacing a failed graphics card not under warranty would require purchasing the hardware, but service time would be covered if it does not exceed the contracted hours. HDD-to-SSD upgrades are another example.
• Network Support
Retainer or remote support hours may be used to troubleshoot network issues or adjust network configurations.
• Add / Change / Move
Plans do not include change implementation, significant additions, changes, or relocation of hardware, software, or processes will be billed at the standard hourly rate and will not draw from retainer hours.
• Retainers and Overages
Plans including in-person retainers cover ¼ hour per PC or user, rounded up to the nearest hour.
All visits have a 1-hour minimum. Time billed will include travel time.
Overages are billed at $85/hour.
• Remote Support
All plans include unlimited remote support. This does not include unlimited implementation of new systems. Button 108 will determine whether work is performed onsite or remotely, though remote work may be requested.
Backup Coverage
• Included Storage
Backup includes up to 100GB per user or per PC, depending on whether the plan is billed per user or device. Additional storage is available at $10 per additional 100GB. Storage is pooled and distributed as necessary.
• Specific Files
Clients must notify Button 108 of any especially important files or files stored in unusual locations.
• Specific Machines
Clients should discuss whether all machines require backup, whether certain machines need priority, or if full-image backups are required for specific systems.
• Support
Clients must notify Button 108 if assistance is needed with recovery or verification of backups.
SLA / Service Level Agreement
Emergency
• Notification
tickets@button108.com
and call 580-924-4949. If no response, please try again.
• Definition
Issues that severely inhibit all or a large percentage of workers, such as internet outages, phone outages, or a full location outage. Smaller issues (e.g., a single essential user on a deadline) must be clearly communicated as emergencies.
• Response Time
Within 1 hour.
• Resolution Goal
Within 4 hours whenever possible.
• Fees
After-hours onsite emergency rate is billed at 1.5 our hourly rate (outside 8am–5pm M–F CST).
High Priority
• Notification
Call 580-924-4949 and optionally email
tickets@button108.com
• Definition
Issues impacting many users or all systems for some users that need same-day attention.
• Response TimeWithin 4 hours.
• Resolution GoalWithin 8 business hours.
Normal
• Notification
tickets@button108.com
or call 580-924-4949.
• Response Time
Within 8 business hours.
• Resolution Goal
Within 48 hours whenever possible.
Changes / Quotes
• Notification
tickets@button108.com
and optionally call 580-924-4949. Advance planning is required.
• Response Time
Same business day.
• Goal
Button 108 will work to meet client timelines; adequate time must be allowed for shipping and implementation.
Ongoing / Recurring Issues
• Provisions
Some issues are recurring or require extended monitoring, especially intermittent problems.
• Notification
Contact directly at 580-924-4949 if additional response or monitoring is required.
• Expectations
Users must log issues in a clear, reportable format to assist in diagnosis. A documented trail is required. Updates will be provided via email.
Terms & Updates
• Additional Terms
This Agreement is subject to Button 108’s standard Terms and Conditions, available at its108.com. These terms are incorporated by reference into this Agreement.
• Updates to Terms
Button 108 may update its Terms and Conditions from time to time. Clients will be notified of material changes via email or other written communication.
• Continued Use
Continued use of services after such notification constitutes acceptance of the updated Terms and Conditions unless otherwise agreed in writing.
Contract Period
• Contract term is 12 months.
• Cancellation
Written notice to solutions@button108.com
Cancellation fee: 25% of remaining contract value
All open invoices must be paid
All rented or contracted equipment must be returned
45 days notice required
• Removal / Transition
Remaining contract time may be used for removal of management software and handoff of documentation, credentials, and access.