What’s Included
During the term of this Agreement, and up to the number of hours specified in the Service Fees, Managed Solution will provide onsite technical support for issues that cannot be resolved remotely or upon Client request. Support may be delivered by any qualified Managed Solution technician or, subject to our availability and Client’s designated location, by a third-party provider (e.g., Field Nation).
- Onsite support must be scheduled with at least forty-eight (48) hours’ advance notice. The scope, timing, and location of each visit will be mutually agreed upon by the Parties. Consultant will make commercially reasonable efforts to accommodate Client’s scheduling requests, subject to personnel availability.
- Each onsite visit is subject to a minimum charge of four (4) hours, deducted from Client’s Onsite Support Block regardless of actual time spent. Additional time beyond the initial four hours will be deducted from the remaining balance in increments as defined in the Service Fees.
- Onsite support will be provided by Managed Solution technical staff possessing the necessary skills for the issues at hand. At our discretion and with Client’s approval, third-party partner technicians may be dispatched to Client’s site. All such personnel will be appropriately qualified, and their work will be managed and overseen by us.
- Client may request emergency or same-day onsite support for critical issues, subject to technician availability. Emergency visits provided with less than the standard advance notice may incur additional fees or travel charges as set forth in the Service Fees or as otherwise agreed by the Parties prior to dispatch.
- Managed Solution will track onsite support hours utilized and provide Client with periodic reports (monthly or quarterly) reflecting hours consumed and the remaining balance of the Onsite Support Block. Consultant will notify Client when consumption is approaching the purchased limit.
Onsite support provided outside of standard business hours (evenings, weekends, or holidays) is not included in the base Onsite Support Block unless specifically stated. Where after-hours onsite support is agreed to, such services will be billed at one-and-one-half (1.5) times the standard onsite rate or will draw down the Onsite Support Block at an accelerated rate (e.g., 1.5 hours deducted per hour of after-hours service), as specified in the Service Fees or agreed in writing prior to delivery.