Appendix 3 CCNA Assessment 1 – Rectify Faults

Appendix 3 CCNA Assessment 1- Rectify Faults
Service Level Agreement (SLA)
Terms and Conditions
Computer and Network Systems
Service Level Agreement (SLA)
Western Mining
This Agreement entered into on this 30th day of November 2014 by and between Pacific IT Pty Ltd.,
herein after referred to as Pacific IT, with offices located in Gold Coast, and Sydney, and Western
Mining Ltd herein after referred to as Client.
RECITALS
Whereas Pacific IT is an IT Company validly existing and in good standing under the laws of the State
of Michigan, with power to carry on its business as it is now being conducted.
Whereas Client is a mining company doing business in Queensland and is in need of IT services
and whereas Client desires to retain Pacific IT to service Client under the following terms and
conditions:
AGREEMENT
Pacific IT shall provide to Client Support which includes, but is not limited to the following:
This Agreement is for onsite and remote Corporate Support services provided for the offices, or
building of Client, Headquartered at:
Any discounts offered under this Agreement are not transferrable and cannot be extended to other
businesses or entities.
1. This Agreement may be used toward residential computer and network support for Client
staff and family, providing the work is approved by Client and requested as part of the Client
extended user network.
1.1. Troubleshooting of reported computer or network problems,
1.2. Installing and configuring computer operating systems, application software
1.3. Remote support
1.4. User access addition(s) / removal(s)
1.5. Office automation and technology integration, long-term planning, technology
consultation
1.6. Computer network asset documentation and acquisition services
1.7. Practice Management Software customizations and interface/file structure design
1.8. Computer, Server and Network maintenaince services, network optimization services
2. Additional Support services including, but is not limited to the following may be contracted
by client and will be quoted and billed separately:
2.1. Structured Wiring and network physical infrastructure
2.2 Planning
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2.3 Design
2.4 Installation and troubleshooting services
This Agreement includes descriptions of types of Support and the applicable rate structures. New
services, and some specific services not explicitly described here may be priced separately than rates
described herein. Services requiring their own rate structure will be defined and approved of by
Client prior to commencing.
SUPPORT TYPES
Client shall have the right to purchase from Pacific IT the Support type it desires, which include the
following:
1. Standard Support / Remote Support
2. Premium Support
3. Consulting Services / Project Management
4. Office Automation
5. Managed Services
6. Specialized, Quoted Services and signed addendum
7. Travel Fees
SUPPORT PLAN OPTIONS
1. Corporate Standard Support / Remote Support
1.1. The rate for Corporate Standard Support based on the support level the Client chooses
found in Appendix A.
1.2. Corporate Standard Support is provided by appointment, Monday – Friday from 8 AM to
5 PM (EST).
1.3. Corporate Standard Support appointments are scheduled in either the AM (before
noon) or PM (after noon) time slots, usually within 2 business days, as call volume and
technician availability allows.
1.3.1. Corporate Standard Support may be provided onsite or by working remotely.
1.3.2. If a technician is required onsite an additional flat-rate Travel Fee will be applied
as defined in Appendix A.
1.3.3. Standard Corporate on-site Support is billed in one-hour (1) increments for initial
hour and quarter hours (1/4) thereafter.
1.3.4. Remote support is billed in one quarter (1/4) hour increments.
1.3.5. All on-going work is billed at actual time over-riding time minimums.
1.3.6. Generally Pacific IT will strive to provide the most responsive support to all
incoming requests, and therefore clients may receive quicker response to
Corporate Standard Support requests during periods of low call volume. This is
done in the interest of good Client service and in no way implies Pacific IT will
always be able, or obligated to deliver immediate resolutions to requests at the
Corporate Standard Support rate.
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Terms and Conditions
2. Corporate Premium Support
2.1. The rate for Corporate Premium Support is based on the support level the Client
chooses found in Appendix A.
2.2. Corporate Premium Support applies to requests made for support outside of Monday –
Friday from 8 AM to 5 PM (EST). Corporate Premium Support also applies to
unscheduled requests for immediate response (typically due to Mission Critical
situations). Clients demanding an immediate same day support which diverts
technicians from other already scheduled tasks will be billed for Corporate Premium
Support.
2.3. Corporate Premium Support is available 24 hours a day 7 days a week.
2.4. Corporate Premium Support may be provided onsite or by working remotely.
2.5. If a technician is required onsite an additional flat-rate Travel Fee will be applied as
defined in Appendix A.
2.6. Corporate Premium on-site Support is billed in one-hour (1) increments for initial hour
and quarter hour (1/4) increments thereafter.
2.7. Remote support is billed in one quarter hour (1/4) increments.
2.8. All on-going work for the same issue is billed at actual time over-riding all time
minimums.
3. Paperless Office Automation
The Rate for Paperless Office Automation is found in Appendix A.
4. Consulting Service / Project Management
The rate for Consulting Services / Project Management is based on the support level the
Client chooses found in Appendix A.
4.1. Consulting Services Pacific IT services either directly to the client or vendor regarding
but not limited to the following: new hardware/software selection (example of vendor
correspondence billed to client, Dell system selection, QuickBooks pre-sales questions),
or general questions answered via phone or e-mail about technology.
4.2. Project Management Pacific IT manages IT moves between buildings, entities,
consolidations and new acquisitions requiring IT management of any sort.
5. Managed Services
5.1. The rate for Managed Services is based on the support level the Client chooses found
in Appendix A.
6. Travel Fees
6.1. A flat fee Travel Fee is applied per-technician, per-visit as defined in Appendix A.
6.2. No additional technician travel time is billed to Client.
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Terms and Conditions
Support Plans
1. Break / Fix (Pay as you go, Standard or Premium Support)
Credit Card on file or Prepayment
2. Pacific IT (Preventative Maintenance Plan)
Credit Card on file or Prepayment
1. Break / Fix
1.1. Pay as you go for IT support as needed.
1.2. Target response time is 24-48 hours for support with Standard Support and the
Customer associated Rate structure.
1.3. Two (2) Hour onsite response time with Premium Support at the Customer associated
Rate Structure.
1.4. Can lead to highly volatile situations as customers call typically when things are broken
requiring Premium Support.
2. Pacific IT (Preventative Maintenance Plan)
2.1. Pacific IT – Level One
2.1.1. Includes six hours of Support per month – Typically allocated as:

2.1.3. If additional hours greater than the included six hours are required, standard
rates apply as found in Exhibit A operating in either a break/fix or pre-payment.
2.1.4. Pacific IT may install 3rd Party Application(s) to assist in the management and
support of the Client’s server(s)/workstation(s) environment.
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2.2. Pacific IT – Level Two
2.2.1. Includes ten hours of Support per month – Typically allocated as:

2.2.3. If additional hours greater than the included ten hours is require, standard rates
apply as found in Exhibit A operating in either a break/fix or pre-payment.
2.2.4. Pacific IT may install 3rd Party Application(s) to assist in the management and
support of the Client’s server(s)/workstation(s) environment.
PAYMENTS
1. Payments by Client to Pacific IT shall be prompt and Client shall pay under one of the
following plans:
1.1. Credit Card on file
1.2. A predetermined Prepayment amount as outlined in Appendix A.
1.3. Signed addendum stating some other form of acceptable payment.
2. Rates are outlined herein and in Appendix A.
3. A $35 late fee is added to all corporate payments in addition to 18% interest (compounded
annually).
4. Pacific IT Support Professionals do not accept payments.
5. If mailed payments are required, payments shall be mailed to the address on the invoice:
Pacific IT, Box 1702, Ann Arbor MI 48106.
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Terms and Conditions
BILLING
1. Billable time begins upon arrival at location or upon the beginning of Phone, Email, Remote
administration support session.
2. Work cancellation requests for corporate Clients within 48 hours are subject to a
cancellation fee the higher of $100 or 10% of the original estimate.
3. Invoices are sent via Email and/or via U.S. Mail with one or more of the following options
applied by Pacific IT:
3.1. Within 7 days after support session. This applies to Customers typically in a Break / Fix
environment.
3.2. Monthly summary invoice; this applies to Customers typically who have a Credit Card
on File or have elected prepaid payment options.
3.3. Progress billing consisting of large projects over one week in duration may incur
progress billing for all costs and labor incurred to that date.
4. After 15 days of receiving an invoice amounts due are automatically charged against your
Credit Card on file or your Prepayment balance. All billing disputes must be made within 15
days prior to invoice due date via email using managers@Pacific IT.net.
5. Prepaid Support Clients may receive a weekly summary from Pacific IT of billable work
performed the prior week under this support contract with an indication of balance remaining
in Prepayment account.
6. Prepayment Options, Discounts, Applicable Rates (All prepaid clients are automatically
enrolled in the Pacific IT Preventative Maintenance Plan as indicated under Pacific IT Support
Types).

6.2. Corporate Standard Support can be provided at a discounted rate as described in
Appendix A when Prepaid, and purchased for the equivalent of forty (40) eighty (80)
one-hundred twenty (120) or more hours. Pacific IT provides discounts for prepaid
support. Discounts apply to Corporate Standard Support and Premium Corporate
Support
6.3. Remote, phone and email Support, can be provided at a discounted rate as described
in Appendix A when Prepaid, and purchased for the equivalent of forty (40) eighty (80) onehundred twenty (120) or more hours.
6.4. Any Corporate Premium Support necessary at client location shall be provided at a
discounted rate of $120/hour, and shall be deducted from the prepaid balance.
6.5. Discounts do not apply to software and hardware purchased through Pacific IT, as
these are generally provided at or near cost as a service to clients.
6.6. Discounts do not apply to travel fees. Each technician dispatched to client location will
require a $35.00 travel fee, per technician, per visit.
6.7. Travel fees will be deducted from prepaid amount balance
6.8. When prepaid support balance reaches five hundred dollars ($500.00), prepayment
can be renewed, or allowed to expire. If allowed to expire, subsequent Corporate
Support will be billed at the regular, undiscounted hourly rates.
6.9. Prepayment amounts never expire and are held in escrow.
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6.10. All amounts referenced are in U.S. Dollar
7. Termination of Prepayment Service Support Option Agreement can be terminated at any
time, and the following will apply:
7.1. All administrative passwords and proprietary Client data and infrastructure notes
including but not limited to user names and passwords will be turned over to Client upon
request, within 72 hours of written notice of intent to terminate the SLA. These requests
must be sent to managers@Pacific IT.net. No Client information will be surrendered if
outstanding amounts are due on the Client account.
7.2. All final amounts due at Agreement termination are due via check (not credit card)
prior to any disbursements of Client data or infrastructure notes including but not
limited to user name and passwords.
7.3. Upon notice of intent to terminate a Prepaid Agreement any unused balance of funds
shall be returned to Client within 30 days of termination, to allow time for all pending time
slips to be reviewed and processed against the balance or service rendered.
7.4. Upon notification of termination of a Prepaid Agreement all discounted rates for
subsequent support work not yet billed will revert back to the normal, undiscounted rate
structure, including labor necessary to compile and return Client data, the later of which is
not to exceed 2 hours.
7.5. If a Client has a balance due at the time of termination of a Prepaid Agreement, said
amount due is payable at the current discounted subscribed rate via Check.
7.6. Pacific IT can terminate all Prepaid Agreements at anytime refunding all unused funds
at Client discounted subscribed rate.
7.7. Subscribed prepaid client rates are set by Pacific IT and determined by the Client as
referenced in Exhibit A. For rate clarification if needed a subsequent signed addendum may
coincide for determining prepaid Amounts when the customer changes the rate structure
via new Prepayment amount.
7.8. Email confirmation shall suffice in lieu of a signed renewal or updated SLA or
addendum.
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Terms and Conditions
SUPPORT REQUESTS & TIME
1. Requesting Support and Scheduled Appointments
1.1. All Clients will have a Client web portal which is accessed via a username and
password. Only personnel that the Client specifies can request support. As many
authorized users may be added as the Client needs. Here you may enter new support
requests, track your open tickets, add information to tickets, see who your ticket is
assigned to, the method of support provided be it on-site or remote and the estimated
completion date. Here you may search the interactive knowledgebase of the most
common IT issues at your site so end-users can try to remedy easily solved previous
events. Only users who are authorized on the web portal may request support via
phone. Telephone use is reserved for Mission Critical situations (Corporate Premium
Support) or dialogue regarding your office IT operations and new sales inquiries.
2. Escalation request from Corporate Standard Support to Corporate Premium Support
2.1. Clients requesting same day support or requests for immediate assistance for a NonMission Critical event would qualify as Corporate Premium Support.
2.2. Generally Pacific IT will strive to provide the most responsive support to all incoming
requests, and therefore clients may receive quicker response to Corporate Standard
Support requests during periods of low volume. This has been done since 1999 in the
interest of good Client service and in no way implies Pacific IT will always be able, or
obligated to deliver immediate resolutions to requests at the Corporate Standard
Support rate.
3. After Business Hours Support, Weekend Support and Time Commitments
Unscheduled support provided after Standard Support hours and/or weekends qualifies as
Corporate Premium Support unless confirmed in writing, e-mail, quote or the Client web
portal.
4. Requests for Corporate Premium Support are confirmed within 1 hour and can be made by
telephone only to the main Pacific IT support number (734-786-3355). The time target
window for an on-site technician visit of 2 hours after response is confirmed.
5. Time
5.1. It is assumed that all time spent in dialogue with a customer experiencing an issue or
seeking Technical questions of any kind via phone, email or onsite may be invoiced.
5.2. Upon support request and immediate attempt to resolve client issue(s) remotely and/or
further information may be gathered by our techs and is billed in actual on going time
with a maximum Remote Support (Standard or Premium) attempt of ½ hour (00.5). A
site visit may be deemed necessary and subsequent charges invoiced.
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DEFINITION OF MISSION CRITICAL & RESULTING CONSEQUENCES
1. Non-Mission Critical When a non-Mission Critical event occurs, Clients are asked to use
the Client web portal when requesting support. This includes most issues, such as an offline
workstation (where other workstations are available for use), offline workstation printer
(where other printers are present), remote user issues, and automatic backup issues.
2. Mission Critical Situations are defined as causing major, widespread disruption of office
activities, such as an offline server, general network outage, e-mail server outage, officewide virus activity, or loss of printing capabilities from all user workstations. Pacific IT may
treat these events as Mission Critical and will respond with a Premium Corporate Support
response. Confirmation by telephone of the support request will be made to the Customer,
and a targeted on-site response time of 2 hours after initial confirmation via Customer being
called back from Pacific IT. [i.e. initial call received and confirmed via Pacific IT call to
Customer at 11:00 a.m. resulting in a Pacific IT technician on-site by 1:00 p.m.]
2.1. When a Mission Critical event(s) occur a phone call to 07 55788122 is required. If
after-hours, leave a voice message with description of the problem and the best
callback number. Pacific IT will respond with a confirmation of a Mission Critical event
within one hour of the initial request and a site visit 2 hours thereafter if needed.
2.2. Clients asking for a priority response for non-Mission-Critical issues, including sameday onsite technician visit or technician response at a specific time, including
responding with support outside of Monday through Friday from 8 a.m. to 5 p.m. (EST)
may be billed for Corporate Premium Support rates.
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TECHNICIAN TIME SLIPS
1. Pacific IT Time Slip all Pacific IT technicians are required to fill out a Pacific IT Time Slip
and have it signed by a representative of your business when providing on-site support. For
all on-site visits a copy is stored in a binder (Pacific IT Time Slip Storage) which resides at
your location near your server. Digital signatures via electronic devices may be used and/or
PIN codes of authorized individuals that request support. If Time Slips are used compare
them to your invoice later. Pacific IT maintains all original documents.
2. Technicians cannot discuss Hourly Rates or Discounts Technicians are never allowed
to discuss rates or discounts with Client’s. Technicians may estimate hours to complete a
job. Time Slips are only documentation of the time spent and steps taken in resolving your
issues. Rates and discounts can be discussed with your Account Manager and/or Pacific IT
office staff only..
3. Offsite Support Time slips Time Slips for off-site support including but not limited to:
phone, email or remote administration may not be provided for you. If one is needed you
may request a .PDF be sent via email at months end.
CONFIDENTIALITY, SECURITY AND DATA INTEGRITY
1. Pacific IT may identify security risks, breaches, or other liabilities and make specific
recommendations in writing for the resolution of these risks. Pacific IT cannot be held
responsible for exploited security threats.
2. Pacific IT accepts no responsibility or liability for lost, missing, or corrupted data caused by
viruses, worms, unauthorized user activity (hacking), and the like. From time to time
Pacific IT may identify specific and threats and may recommend and undertake immediate
action to protect Client networks without prior authorization. While this is rare, notice of this
action will be given in the earliest reasonable time after the work occurred, including details
of what the specific issue was and why immediate action was necessary. Corporate
Standard Support services given to intervene or remediate these issues are billable
activities for which Client assumes responsibility of payment not to exceed two (2) hours of
Standard Support in one (1) month.
3. In order to provide Support Services as described herein, Pacific IT technicians will
necessarily be privy to and have access to sensitive Client firm data files and other sensitive
information. Pacific IT agrees to take all reasonable measures to keep all files, client
information, passwords, and any other proprietary client data secure and confidential.
Pacific IT will not delete, remove or alter client data files.
4. When it becomes necessary for Pacific IT to remove hardware offsite for service, a
Pacific IT Inbound Hardware Checklist (DIHC) will be completed and left with the Client,
detailing the nature of files known to be on the computer or other equipment. Pacific IT will
take all reasonable measures to protect this Client data while it is in our possession.
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PACIFIC IT STAFFING
1. NON-COMPETE. During the period of time that the Customer employs services from
Pacific IT and for a period of (1) years after the termination or cessation of such
employment for any reason (both periods of time, taken together, being referred to
hereinafter as the “RESTRICTED PERIOD”, the Customer shall not, anywhere in the United
States, directly or indirectly, whether individually or as an officer, director, employee,
consultant, partner, stockholder (other than as the holder of not more than one percent (1%)
of a publicly held corporation), individual proprietor, joint venturer, investor, lender,
consultant or in any other capacity whatsoever, solicit, entice, approach, advance or offer a
position for reimbursement or trade of products or services competitive with those
developed, designed, produced, marketed, sold or rendered by the Pacific IT at any time
during the Restricted Period.
2. NON-SOLICITATION. During the Service period and the Restricted Period, the Customer
shall not, directly or indirectly, whether individually or as an officer, director, employee,
consultant, partner, stockholder, individual proprietor, joint venturer, investor, lender,
consultant or any other capacity whatsoever: (a) solicit, divert or take away, or attempt to
solicit, divert or take away Pacific IT Staff or (b) hire, retain (including as a consultant) or
encourage Pacific IT Staff to leave the employment of the Pacific IT, or hire or retain
(including as a consultant) any former employee of the Company who has left the
employment of the Company within one (1) year prior to such hiring or retention.
3. ACKNOWLEDGEMENT. The Customer agrees and acknowledges that their noncompetition and non-solicitation obligations hereunder are essential to the protection of the
Pacific IT’s business.
4. EQUITABLE REMEDIES. The parties hereto hereby agree that breaches of covenants and
obligations undertaken in this Agreement are likely to cause Pacific IT substantial and
irrevocable damage, which would be difficult, if not impossible, to prove precisely; therefore,
it is agreed that this Agreement shall be enforceable by specific performance. If breach is
found on behalf of the Customer, the Customer agrees to pay a 6 month average of
previous IT labor invoices. This date is determined by the Pacific IT staff worker performing
IT related services as defined in the Service Level Agreement for the Customer directly and
thus circumventing Pacific IT services. If the Customer is less than 6 months old 50% of the
averaged IT labor generated to date shall be owed.
5. MISCELLANEOUS. Pacific IT acknowledges that this Agreement does not constitute a
contract of employment and does not imply that the Customer will continue their use of
services for any specific period of time.
6. Litigated cases where the Customer is in Breach of the Agreement shall only be tried in
Washtenaw County, Michigan regardless of where the Customer resides.
7. Rulings against the Customer require the Customer to pay all court and lawyer fees on
behalf of Pacific IT.
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WARRANTY INFORMATION
Pacific IT Warrantees labor for 30 days. Software and hardware warranties are as supplied from
the respective manufacturers.
1. Pacific IT makes no implied or explicit warranties other than software and hardware will be
installed correctly based upon manufacturer and/or industry standards.
2. Return visits or remote sessions initiated in response to warranty service requests may
reveal an underlying cause was not due to any failure or error on the part of Pacific IT. At
that time the return visit may become billable labor at Corporate Standard Support rates. If
this is the case Pacific IT will provide documentation explaining the root cause and why it is
not a warranty issue.
3. Warranty support requests should be made in writing to managers@Pacific IT.net and shall
include the following:
3.1. Statement of known issue
3.2. State how this issue is related to or appears caused by the prior work
3.3. Statement of intended outcome(s)
4. It is the desire of Pacific IT to provide superior service, however computers and networks
are complex systems with sometimes unpredictable interactions between various
applications software and hardware configurations. Pacific IT will strive to explain clearly
when these unanticipated interactions cause problems which are not specifically tied to
warranted work.
WARRANTY EXCLUSIONS
1. Generic PCs assembled from off-the shelf components (AKA “White Boxes”) are not
recommended by Pacific IT.
2. Refurbished machines and machines that were previously owned.
3. Any PCs knowingly and intentionally operated by client without a pay licensed virus
protection, or unlicensed and un-patched software.
4. As offsite IT administration Pacific IT 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.
5. User error, user inability to run applications, hardware failure and help installing, removing or
using software. Pacific IT reserves the right to decline any warranty including but not limited
to other IT support providers actions, such as: when the user/Client (or another
administrator/3rd party) elects self-installation of software in a corporate setting without prior
approval from Pacific IT, this includes but is not limited to: applications, Windows updates,
other software updates and any hardware installation. Request for modification must be
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requested with approval granted via email to support@Pacific IT.net prior to any
installations.
6. Pacific IT cannot warrant the outcome of work completed on 3rd party IP based
(multifunction) printers.
7. Pacific IT does not service printer hardware of any kind.
8. Pacific IT does not service laptop hardware except for memory modules and hard drives.
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GENERAL ITEMS
1. Pacific IT policy prohibits installation or support of any pirated or illegal copies of software.
Client must be able to produce, on request, proof of ownership for all software with sufficient
licenses for the number of users in the office. Original software disks indicating Client as the
legal owner including proof of license shall be kept available, preferably in one central place
to facilitate verification, software updates, and system reloads.
2. Sometimes Pacific IT may be required to contact a 3rd party for support [such as a hardware
or software manufacturer]. Pacific IT will bill the client up to 100% of any costs incurred for
this 3rd party support.
3. The client is responsible for all drop shipments signed for and left at locations from all
carriers. Please provide us with a main contact within your office if you would like to appoint
a specific person for this activity.
4. Pacific IT recommends corporate grade systems, from manufacturers like Dell, Gateway,
HP and similar companies. Pacific IT does not generally sell hardware, but as a service can
assist with obtaining competitive quotes for Pacific IT Clients to purchase the hardware
directly. All quotes and time spent via email or phone are billed accordingly as Network
Consultation at the rates listed herein.
5. Pacific IT hardware support and repair services are limited in scope.

5.2. Pacific IT does not service failed laptop hardware other than replacing hard drives or
memory module upgrades.
6. Rates and terms are subject to change, as business conditions merit.
PACIFIC IT SUPPORT MINIMUM SYSTEM REQUIREMENTS
Minimum System Requirements are in place to protect clients from being billed for support equal
to or more than the value of the actual equipment
1. Pacific IT Minimum System requirements – machines shall have ≥ 1.0 GHz processors,
machines shall be running one of the following Operating Systems: Windows XP, Windows
Server 2003, Microsoft Vista, Windows 7, and Windows Server 2008.
2. Pacific IT supports most other Microsoft applications and all 3rd party Windows-based
applications.
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ENTIRE AGREEMENT
Each party acknowledges that it has read this Agreement, understands and agrees to be bound by
its terms and further agrees that it is the complete and exclusive statement of the agreement between
the parties. This Agreement may not be modified or altered except by mutual written agreement,
signed by both parties.
Pacific IT Inc: Client:
By: By:
Daniel Kotwicki PRINTED NAME:
President TITLE:
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Appendix A: Credit Card Payments and Prepayments via Check
Pacific IT Support
Rates
Credit Card on File
Corporate Standard Support
Corporate Premium Support
Consultation
Including: Office Automation
Consulting / Training (Including
Adobe/Time Matters etc. support)
and/or Project Management Services
1 technician/consultant onsite visit
All Cabling and Infrastructure work
All hardware or software purchased from
3rd Party (Dell, Microsoft, LexisNexis etc.)
Any small hardware or software purchased
through Pacific IT (Adobe, ESET etc.)
Associated Fees
$105.00/hour
$150.00/hour
$85.00/hour
Travel fee $35 per tech/per occurrence
Quoted and billed separately
Not sold by Pacific IT, no discount
Will be billed separately
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Pacific IT Prepayment
Options, Discounts &
Rates
120 hours Prepayment Corporate
Standard Support
(Appendix B, may contain other details)
80 hours Prepayment Corporate
Standard Support
(Appendix B, may contain other details)
40 hours Prepayment Corporate
Standard Support
(Appendix B, may contain other details)
Corporate Standard Support
Corporate Premium Support
Consultation
Including: Office Automation
Consulting / Training (Including
Adobe/Time Matters etc. support)
and/or Project Management Services
1 technician/consultant onsite visit
All Cabling and Infrastructure work
All hardware or software purchased from
3rd Party (Dell, Microsoft, LexisNexis etc.)
Any small hardware or software purchased
through Pacific IT (Adobe, ESET etc.)
Associated Fees
$10,800.00
$90.00/hour
$7,600.00
$95.00/hour
$4,000.00
$100.00/hour
Deducted from balance at discounted
rate of $90.00, $95.00 or $100.00/hour
Deducted from balance at discounted
rate of $120.00/hour
Deducted from balance at rate of $85/hour
Travel fee deducted from balance at $35
per tech/per occurrence, no discount
Quoted and billed separately
Not sold by Pacific IT, no discount
Will be billed separately
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Appendix B: Scope of work planned for and to be performed against this
prepayment plan (if empty as stated herein as Client needing support):
Training
As outlined.
Note: Any software or supplies needed would be paid for separately.
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Appendix C: Authorization – Support Plan and Payments
I authorize Pacific IT to begin providing network support, computer desktop support, business
automation, technology training and other related services. I agree to the Terms and Conditions as
described herein, including the financial obligations as described for performing these services.
In order to receive Pacific IT service I am providing my Credit Card or Prepayment via Check. In order to
receive Discounted Support as described in the SLA, I may provide payment of funds in advance.
Signature of authorized representative
Name
Pacific IT Inc., Ann Arbor MI
Signature of authorized representative
Name
Title
Date
Title
Date
Page | 19 Pacific IT Service Level Agreement | 28 June 2011 _________Initial here