1. Introduction
This Tech Support Services Policy ("Policy") governs the provision of technical support services ("Services") by Platinum IT Solutions ("the Service Provider") to its clients ("the Client"). This document outlines the scope of services, service levels, client responsibilities, and terms of engagement.
By subscribing to or using our Tech Support Services, the Client agrees to be bound by the terms and conditions set forth in this Policy.
2. Scope of Services
Our Services are designed to provide timely and effective resolution for technical issues. The scope includes, but is not limited to:
- Software Troubleshooting: Diagnosis and resolution of issues with supported operating systems and software applications.
- Hardware Diagnostics: Identification of hardware failures and recommendations for replacement or repair.
- Network Support: Assistance with network connectivity, configuration, and performance issues.
- Security: Guidance on virus/malware removal and implementing basic security best practices.
- User Account Management: Assistance with password resets, user permissions, and profile issues.
2.1. Exclusions
The following services are explicitly excluded from standard support agreements and may be provided under a separate, project-based quote:
- Data recovery from failed hardware or storage devices.
- Support for third-party software not explicitly covered in the service agreement.
- Hardware procurement, installation, or physical repairs.
- End-user training on software or systems.
- Major projects like new system implementations, large-scale migrations, or custom development.
3. Service Level Agreement (SLA)
Our commitment to service is defined by the following Service Level Agreement. Response times are measured in business hours (e.g., 8:00 AM - 5:00 PM, Monday - Friday, excluding public holidays).
| Priority Level | Description | Response Time | Resolution Target |
|---|---|---|---|
| P1 - Critical | Business operations are halted; a critical system is down. | Within 1 hour | 4-8 business hours |
| P2 - High | Core functionality is severely impaired, but a workaround exists. | Within 3 hours | 8-24 business hours |
| P3 - Medium | Non-critical issue with a partial impact on productivity. | Within 6 business hours | 2-3 business days |
| P4 - Low | General inquiry or minor issue with no impact on business operations. | Within 24 business hours | 3-5 business days |
Resolution targets are estimates and depend on the complexity of the issue and timely cooperation from the Client.
4. Requesting Support
All support requests must be submitted through our official channels, which will be provided upon service activation (e.g., ticketing portal, dedicated email). To ensure efficient resolution, each request must include:
- Contact name and company
- A clear and detailed description of the issue
- Any error messages received
- Steps taken to reproduce the problem
- Perceived business impact (to help determine priority)
5. Client Responsibilities
For us to provide effective support, the Client agrees to:
- Provide accurate and complete information when logging a support ticket.
- Grant the Service Provider authorized remote access to systems and devices for troubleshooting purposes.
- Maintain a current and tested backup of all critical data. Platinum IT Solutions is not responsible for data loss.
- Cooperate with the support team and implement suggested fixes in a timely manner.
- Test solutions provided by the support team and confirm issue resolution.
6. Service Provider Commitments
Platinum IT Solutions commits to:
- Provide professional and courteous service at all times.
- Adhere to the Service Level Agreement (SLA) outlined in Section 3.
- Maintain the confidentiality of all Client data and information accessed during support activities.
- Provide clear and regular communication on the status of support requests.
7. Fees and Billing
Tech Support Services are billed based on the agreed-upon model, which may include:
- Monthly/Annual Retainer: A fixed fee for a predefined set of services or hours.
- Block of Hours: A pre-purchased package of support hours at a discounted rate.
- Per-Incident Billing: A fixed fee for resolving a specific, isolated issue.
Any costs for third-party software licenses, hardware or external services required to resolve an issue are the sole responsibility of the Client and will be quoted separately.
8. Limitation of Liability
Platinum IT Solutions's entire liability under this agreement, and the Client's exclusive remedy, shall be limited to the fees paid by the Client for the Services during the twelve (12) months preceding the claim. In no event shall Platinum IT Solutions be liable for any indirect, incidental, special, or consequential damages, including but not limited to loss of data, profits, or business interruption, even if advised of their possibility.
9. Termination of Service
For Retainer service agreements, either party may terminate the service agreement with thirty (30) days' written notice. Upon termination, the Client is responsible for paying all outstanding fees for services rendered up to the date of termination.
10. Agreement to Terms
Engaging our Tech Support Services implies that you have read, understood, and agree to be bound by this Policy.