Enhanced Technical Support Agreement

 

This Agreement is entered into by and between the Education Service Center Region 13 (hereinafter ESC Region 13) and _________________________________ Independent School District.

 

The purpose of the Agreement is to provide professional technical services to Participating Districts to meet their computer maintenance, networking, mobile devices, servers, and/or other technical needs, above and beyond our standard level of support. 

 

To view a description of the Standard and Enhanced Technical Support Agreement please visit the Description of Support Services Page .

 

                                                                                                           WITNESSETH:

THEREFORE, NOW BE IT AGREED that the undersigned Participating District in return for the payment of the consideration stated below and subject to all terms of this Agreement, does hereby agree to the following terms, conditions, and general provisions:

 

                                                                                                 TERMS AND CONDITIONS

 

1.  Term of the Contract:

The term of the Agreement is from September 1, 2017 to August 31, 2018.

2.  Termination of the Contract:

Either party to this Memorandum of Agreement may terminate this agreement by providing written notice to the other party fifteen (15) calendar days prior to the date of termination.  In the event of termination ESC Region 13 shall determine the Direct calendar days prior to the date of termination.  In the event of termination ESC Region 13 shall determine the direct and indirect costs incurred to the date of termination and the Participating District shall pay ESC Region 13 that amount.

3.  Role of the ESC Region 13:

The purpose of this contract is to provide certified technical services to the Participating District to meet their computer maintenance, networking, servers, and/or any other technical needs.  This contract includes remote and on-site support as needed.  The district will schedule On-Site support with a technical service specialist

  On-Site support

One way travel to the district will be charged in the form of deduction of time from the "bank of hours", for Enhanced Technical Support customers (maximum deduction of 1.5 hours).

  Remote support

A technical services specialist is available between 7:30 AM and 4:00 PM Monday through Friday except on ESC Region 13 Staff Days. Unless agreed upon by both parties prior to work being performed, work outside of these hours will be charged at a rate of 1.5 to 1 meaning that each hour will be counted as 1.5 hours and 2 to 1 during Weekends and Holidays.

Documentation:

The technical services specialist will minimally document the work performed for the purpose of keeping track of hours used.  This is done in order to maximize the time spent fixing issues and not documenting.  If the Participating District wishes to have detailed documentation they should send an email to steve.stroud@esc13.txed.net with a subject of “R13 Tech Support extended documentation” and include in the body of the email the extent of the documentation desired.  The time spent on extended documentation will be tracked as part of the support hours and subtracted from contracted hours. 

Contractual agreement will include:

XX Hours of technical support at $XX per hour.  Extra hours may be scheduled by mutual agreement by both authorized parties listed on the last page of this agreement.   The amount per hour for extra time will be defined at the time of the mutual agreement and a new contract will need to be signed.

Completion and Submission of Services:

ESC Region 13 Technology Services Department keeps track of the hours used for this contract.  At any time, the Participating District may request the number of hours used and the available documentation for those hours. 

If additional contract hours are purchased in the same school year, those hours will be added to the contract hours already documented for the year.  ESC Region 13 will do its best to provide documentation specific to each contract, but in some cases the hours may overlap and the documentation will cover all hours purchased within that school year.

4. Project Limitations:

This contract does not cover the entering, filing, or completion of ERate forms and/or applications or Technology Planning.  The technician may assist in the recommendation of technologies to be included on eRate applications  or Technology Plans.  In cases where two or more techs are needed at the Participating District to complete a job to meet timelines imposed by the Participating District, hours will be assigned to each tech and subtracted from the total hours remaining on this contract.  For example; if two techs travel and work on-site for a total of 8 hours, 16 hours will be documented and subtracted from the contract.  Any hours not used during the terms listed in Section 1 - “Term of the Contract” will be carried over to the following school year.  Consecutive day visits must be scheduled in advance, and dependent on availability.

5. Role of Participating District (include, but not limited too):

When appropriate, the Participating District should provide the materials, supplies, hardware/network support, and maintenance needed for the technical support specialist to complete the assigned task.  The Participating District agrees to provide method of remote access to at least one computer in the district to facilitate remote support when needed.

The Participating District will create or give ESC Region 13 tech access to create a domain admin account called “esconett”.  The password will be specified at time of creation and must meet minimum password complexity requirements as defined by Microsoft.

Region 13 suggests installation of a network management solution such as Dameware, or Goverlan, to help us more efficiently manage and troubleshoot issues.

6. Costs:  

                         Hours as needed per hour ($105/hour)
                         PrePaid Hours (1-95) as needed ($95/per hour) 
                         PrePaid Hours (>95) as needed ($85/per hour)

 

Total Contract Cost to be billed on or after September 1, 2017.

7. Limitation of Liability:

The Participating District agrees to indemnify, defend and hold harmless ESC Region 13 and its directors, officers, and employees from and against any losses or damages that may occur due to ESC Region 13 carrying out the agreed upon services as specified in this contract.

 

Participating District

 

______________________________________________________  Superintendent / Designee   ____________________________________________________ Date
     
     
_______________________________________________________  Print Name   ____________________________________________________  Email / Phone

 

 

 


 
 


 

Education Service Center Region 13

 

______________________________________________________  Designee   ____________________________________________________ Date
     
     
______________________________________________________  Print Name   ____________________________________________________  Email / Phone