1. GENERALLY
The Service is designed to provide pro-active support services that anticipate and prevent IT problems before they occur. The Service is built upon the successful installation and configuration of technologies that Wayuu utilize to monitor and maintain critical technology systems. Wayuu will provide ongoing monitoring and security services of all critical devices included in Part II of this EXHIBIT. Should a problem be discovered during monitoring, Wayuu shall make every attempt to rectify the condition in a timely manner through remote means
1.1. Subject to and in accordance with the Standard Terms (Exhibit B), Wayuu will perform Managed Services. Managed Services cover hardware installed under a contract with Wayuu. Any pre-existing Customer equipment is only included if expressly identified in the SOW (by Manufacturer, Part Name, Model Name and Serial Number). Any other hardware, regardless of whether such hardware is attached to, installed with, or an integral part of the overall computer networks of Customer, including, without limitation, hardware that Customer installs, hardware installed by a third party, or hardware Customer purchases from a third party and that is installed by Wayuu, shall not be a part of the Customer Network, and this Agreement does not provide for maintenance and repairs to such excluded hardware.
3. TERM
3.1 These Additional Terms are entered into for the time period established in the relevant SOW (“Maintenance Term”), beginning upon the date of Customer Network installation. Customer recognizes that the Maintenance Term represents an essential and binding term of the Agreement, and that Wayuu continues to invest resources to improve upon its ability to deliver the Services in reliance upon such term. Maintenance Services may not be available for purchase subsequent to Customer Network installation by Wayuu.
4. SERVICES
4.1. Services cover hardware installed under a contract with Wayuu. Existing Customer equipment is only included if expressly identified in the SOW (by Manufacturer, Part Name, Model Name and Serial Number). Any other hardware, regardless of whether such hardware is attached to, installed with, or an integral part of the overall computer networks of Customer, including, without limitation, hardware that Customer installs, hardware installed by a third party, or hardware Customer purchases from a third party and that is installed by Wayuu, shall not be a part of the Customer Network, and this Agreement does not provide for maintenance and repairs to such excluded hardware.
4.2 Covered Activities Include:
Unless otherwise stated int the "SOF" the following activities are considered as covered:
Proactive monitoring (24x7x365) of all network elements via a cloud controlled management server
Software upgrades performed during non-working hours to keep all network elements (routers/switches/access points) up to date
Channel adjustment of access points when any network interference is detected to ensure optimal performance
Troubleshooting support for end users having any connectivity issues
Annual scheduled maintenance (scheduled annually)
Emergency service calls (up to 2 hours per month). Customer will be responsible for the cost of all parts required to repair the hardware.
5. EXCLUDED SERVICES
The following items are not included in the monthly or annual service fee set forth above, and will be charged to the Customer at the Per Incident rate:
All labor for maintenance and repair for any equipment that is not part of the SOW;
All labor for the movement, removal, reconfiguration, or other changes to Customer’s Network.
All charges by any third parties in connection with the Services, including utilities, third party internet service providers and other contractors.
All state and local taxes or fees imposed with respect to the Services,
Any cost, including labor, necessary to repair or replace hardware due to improper use or storage by or on behalf of Customer.
6. HOURS OF SERVICE
6.1. Hours of Service are generally Monday through Friday between the hours of 8am-5pm (“Regular Business Hours”). Wayuu will schedule timing for the delivery of Services on a case by case basis.
7. HARDWARE REPLACEMENT
7.1. Wayuu will use reasonable efforts to repair hardware. In addition, if on-site repair is not possible, and an equivalent hardware product is made available to minimize downtime, a rental fee is charged.
7.2.If on-site repair cannot be performed, hardware components of similar type will be provided at cost.
8. PER-INCIDENT SERVICES
8.1. Technical Support not covered by these Additional Terms is $175.00 per hour during Regular Business Hours. Charges begin at time of Wayuu technician arrival, with a minimum billing of one hour. Outside of Regular Business Hours (other than holidays and weekends), services are charged at the rate of $205.00 an hour per technician needed. Holidays and weekends are billed at the rate of $225.00 an hour per technician.
8.2. Remote access support is available for $140.00 per hour during Regular Business Hours, and $180.00 per hour for all other times.