Terms and Conditions
All services will be provided to the Client during the hours of 8:00 am – 5:00 pm Monday through Friday (excluding public holidays). Network and Server Monitoring will be provided to the Client by BFT through remote means 24/7/365. All services, as well as services that fall outside this scope, will fall under the provisions of Appendix A. Hardware costs of any kind are not covered under the terms of this Agreement
Support and Escalation
BFT will respond to Client’s “Trouble Tickets” within four (4) hours for non-emergency issues and within one (1) hour for emergency issues. Trouble Tickets can be opened by email, phone, or through BFT’s client portal. Each call will be assigned a Trouble Ticket number for tracking.
Service outside Normal Working Hours
Emergency services performed outside the hours of 8:00 am – 5:00 pm Monday through Friday, excluding public holidays, shall be subject to an after hour rate of $250 per hour.
Limitation of Liability
In no event shall BFT be held liable for indirect or consequential damages arising out of service provided hereunder, including but not limited to loss of profits or revenue, loss of use of equipment, lost data, costs of substitute equipment, or any other cost.
BFT will provide monitoring, maintenance, helpdesk support, central services, network administration, and virtual CIO services for the Client’s office. This agreement covers existing computers, servers, networking equipment, for X USERS at the Client’s office.
BFT shall provide support for currently installed hardware and software, provided that all hardware is covered under a currently active vendor warranty; or replaceable parts be readily available, and all software be genuine and vendor-supported. Software patching is included. Should any hardware or systems fail to meet these provisions, they will be excluded from this Service Agreement. Should 3rd Party Vendor Support Charges be required in order to resolve any issues, these will be discussed with the Client and passed on to the Client. Installation of new hardware and software is included in this agreement
Monitoring and Reporting Services
BFT will provide ongoing monitoring of all critical devices. BFT will provide monthly reports as well as document critical alerts, scans, and event resolutions to Client. Additional reports (asset, licensing, etc.…) can be provided at Client’s request (at no additional charge)
BFT will schedule quarterly or annual business reviews (depending on which the Client prefers) with the Client to discuss the state of their current IT infrastructure, upcoming IT developments, and future technology plans of the Client. BFT Systems will assist in developing an IT budget to meet the Client’s future growth projections.
Service rendered under this Agreement does not include:
- The cost of any parts, equipment, or shipping charges of any kind.
- The cost of any Software, Licensing, or Software Renewal or Upgrade Fees of any kind (unless specifically stated in this contract). Antivirus and Antispyware software is included in this agreement.
- The cost of any 3rd Party Vendor or Manufacturer Support or Incident Fees.
- Programming (modification of software code)
- Installation of new hardware or new software (e.g. line-of-business application).
- Except for HaaS machines.
Confidentiality and Non Compete
BFT and its agents/employees will not use or disclose Client information, except as necessary to or consistent with providing the contracted services, and will protect against unauthorized use.
The Client agrees that without written consent, at all times while Client is employing the services of BFT and for twelve (12) months after the contract period terminates, the Client will not solicit, hire, retain (including as a consultant) any employee or contractor of BrightFlow or any former employee who has left employment or contract within twelve (12) months prior to such hiring. There will be a cost of $100,000 to recoup the cost of an employee lost to a client violating this clause.
We invoice recurring services on the 1st of every month. All services are due on receipt. BrightFlow will send out a statement every 7 days for open invoices. Services will be suspended on the 22nd of the month if an arrangement hasn’t been made before time. We reserve the right to charge a 5% late fee applied to all late invoices.
Any questions concerning these Terms and Conditions should be directed to:
Attention: Brian Mangum