Support Terms of Business
Dragon Wireless Networks - WIFI Network support contract
Introduction
This WIFI Network support contract describes the services that (‘the client’) will receive from Dragon Wireless Networks (‘the supplier’).
This contract should be read alongside the service level agreement (SLA) that applies to it. The SLA describes what levels of service are acceptable and what penalties will apply should the supplier fail to meet them, and the obligations of the client.
Purpose
The client depends on IT equipment, software and services (together: ‘the IT system’) that are maintained and supported by the supplier.
This WIFI Network support contract sets out how the IT supplier will provide maintenance and support services for the IT system. It describes for which items the supplier will provide support, what activities it will perform, and how the client can expect problems with the IT system to be handled.
Scope
Parties
This WIFI Network support contract is between:
The client:
The supplier:
[company name]
[company address]
[address line 2]
[address line 3]
Key contact: [name]
[telephone / email]
Dragon Wireless
31 Brown Heath Road, Waverton, Chester, CH3 7PP
Key contact: XXXXXX
Dates and Termination
This contract begins on [date] and will run for an initial period of 12 months.
At the end of the initial term, the agreement will automatically renew for a further term of 12 months and at each anniversary after. The agreement can be terminated by giving 90 days’ notice before the renewal anniversary by either party.
Equipment, software and services covered
This contract covers the equipment, software and services listed in the table below. This list may be updated at any time, with agreement from both the client and supplier(for example; when new masts or access points are added to the installation.
Item type
Number of items
Hardware
External Access Points
10
External Masts
3
Router Equipment
1
Software
Platform Access Software UNIFI
1
Device access Logging and Statistical Data retention (12 Months)
1
Services
Access point configuration and Software Updates
1
Remote System Monitoring
1
Annual Preventative Maintenance and Servicing
1
Break Fix Call out service
1
Exclusions
As this WIFI Network support contract is written in a spirit of partnership, the supplier will always make the best-possible efforts to provide support and rectify problems as requested.
However, this agreement only applies to the parts of the IT system listed above.
Additionally:
• This contract does not cover IT system problems caused by using equipment, software or service(s) in a way that is not recommended.
• If the client has made unauthorised changes to the configuration or set up of equipment, software or services, this agreement may not apply.
• If the client has prevented the supplier from performing required maintenance and updates, there may be a delay in resolving issues.
This contract does not apply to circumstances that could be reasonably said to be beyond the supplier’s control. For instance: floods, war, acts of god and so on. This includes storm and lightning damage to external access points and telephone/Internet line equipment.
This contract also does not apply if the client fails to pay agreed supplier invoices on time.
Having said all that Dragon Wireless aims to be helpful and accommodating at all times, and will do its absolute best to assist the client wherever possible.
Responsibilities
Key supplier responsibilities
The supplier will maintain and support the IT system used by the client.
Additionally, the supplier will:
• Ensure relevant software, services and equipment are available to the client in line with the service level agreement (SLA) that accompanies this contract.
• Respond to support requests as described in the SLA — and within reasonable time, in any case.
• Do its best to escalate and resolve issues in an appropriate, timely manner.
• Maintain good communication with the client at all times.
Key client responsibilities
The client will use the IT system covered by this contract as intended.
Additionally, the client will:
• Notify the supplier of issues or problems in a timely manner.
• Provide the supplier with access to equipment, software and services for the purposes of maintenance, updates and fault prevention.
• Keep the supplier informed about potential changes to its IT system. For example, if the client disconnects power out of season or changes internet service provider the supplier may be able to adjust its services accordingly.
• Maintain good communication with the supplier at all times.
Activities
Activity
Frequency
Notes
General
Complete initial Site Survey and Document network design and configuration
As necessary
System maintenance
Backup UNIFI Network configuration and maintain Cloud based controller to current release of software
As necessary
After configuration changes or Updates
Complete as needed or as a minimum annual Firmware and feature updates for access points and controllers
As Needed
Usually as part of Annual Maintenance or if required to resolve a fault
Monitor and maintain statistics on network usage, loading and availability
Constantly
Data Retained for 12 Months
Install software patches, service packs and other updates
As necessary
Updates will usually be tested before being rolled out across the IT system.
Install software upgrades
As necessary
Upgrades that incur costs — and other major upgrades — will only be installed after consultation with the client.
Monitor access point event logs for potential problems
Constantly
Monitor status and availability of cloud services (UNIFI controller)
Constantly
Automated systems will be used to check cloud services used by the client are available.
Perform system reboots where needed, and manage “Rouge Users”
As necessary
Non-essential reboots will be performed at convenient times, agreed between client and supplier. After 9pm and before 9am
General physical maintenance or external equipment and Masts
As necessary
To be performed during Annual Maintenance Shutdown, or as required in season due to faults
Let client know of any potential issues
As necessary
For example:
• Equipment showing signs of failure
• Deteriorating broadband speed
Create, remove and maintain SSID’s and set user accounts and permissions and Passwords
As necessary
For example:
• Changing Access codes at beginning of Season
• Require access to additional resources within management system
Assist users with support queries (via account contact only)
As necessary
For example:
• How to get best reception within Caravan
• Access code issues/ or purchase direct connection device
Fixing problems
Raise support requests with third-party providers, Electricians, Telco Providers etc.
As necessary
In the event of a significant IT failure or problem (e.g. Internet connection outage, we will deal directly with BT to resolve issue on behalf of the client)
Managing networks
As necessary
For example:
• Forgotten password
Monitor internet connection, and liaise with Internet connection providers
As necessary
Where cloud services and other aspects of the IT system are not in the supplier’s direct control, the supplier will take responsibility for liaising with third-parties to resolve issues.
Monitor router logs
Monitor network capacity and performance
Constantly
Automated monitoring will be used to identify performance issues with or availability of the client’s internet connection(s).
Maintaining security
Weekly
Review firewall logs, and make recommended changes
Weekly
The supplier will endeavour to identify where network capacity is reaching its limit.
Check status of security software updates
Investigate any suspicious activity or unexpected user behaviour
Monthly
The supplier will attempt to identify and address any unusual or suspicious activity.
Enforce password policies
As necessary
The supplier will verify that all updates are installed in a timely manner.
Reactive support
The supplier will also provide reactive support services to the client. When the client encounters an issue with the IT system, it should raise this with the supplier.
The supplier will then investigate the problem and respond appropriately.
All support issues should be raised via the supplier’s online ticketing system, available at: [insert website address]. Raising issues in this way enables the supplier to prioritise and handle them correctly.
It also ensures required information about the issue is captured efficiently, and that the supplier’s response times (important for the SLA) are measured fairly.
Support tiers
Support requests raised by the client will be handled by three tiers of support:
• Tier one. This is where all support incidents begin. The supplier performs basic troubleshooting.
• Tier two. If an issue cannot be resolved in tier one, it will be escalated to tier two. At this point, the supplier will perform more complex support, using specialist staff where appropriate.
• Tier three. Issues that cannot be resolved at tier two will be escalated to tier three. At this level, support is provided by the supplier’s most-experienced staff / external or manufacturer support, who can draw on a range of expertise from third-parties when needed.
Charges and conditions
The Annual price for these services is: See Schedule 1
This is an all-inclusive charge that covers everything described in this contract, with the following conditions:
• Support will be provided during working hours. These are also referred to as ‘standard hours’ and are 9am — 5pm on weekdays (excluding English Bank Holidays).
• Support will be provided on a remote access basis. Visits to the supplier’s premises (or to other sites) are charged separately.
• Additional charges apply for these items:
• Support outside of standard hours: £77 per hour
• Onsite visits: £38 per hour (standard hours)
£88 per hour (outside standard hours)
Signatures
This WIFI Network support contract is agreed between [client name] and [supplier name]:
Signed on behalf of the client:
Name:
Date:
Signed on behalf of the supplier:
Name:
Date: