This Hosting Support Agreement describes the services that you (‘the client’) will receive from Fireside (‘the supplier’) upon entering into a hosting service relationship.
The client depends on Hosting equipment, software and services (together: ‘the Hosting Support System’) that are maintained and supported by the supplier.
This Hosting Support contract sets out how the hosting supplier will provide products and services for the Hosting Support 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 Hosting Support System to be handled.
Key supplier responsibilities
The supplier will maintain and support the Hosting System used by the client.
Additionally, the supplier will:
Key client responsibilities
The client will use the Security maintenance system covered by this contract as intended.
Additionally, the client will:
The supplier will also provide reactive support services to the client. When the client encounters an issue with the Hosting Support System, it should raise this with the supplier. The supplier will then investigate the problem and respond appropriately.
It also ensures required information about the issue is captured efficiently, and that the supplier’s response times are measured fairly.
Support requests raised by the client will be handled by three tiers of support:
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, who can draw on a range of expertise from third-parties when needed.
As this Hosting 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 Hosting Support System listed above.
This agreement 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 agreement also does not apply if the client fails to pay agreed supplier invoices on time.
Having said all that, Fireside aims to be helpful and accommodating at all times, and will do its absolute best to assist you wherever possible.
Your monthly hosting investment with Fireside is an all-inclusive charge that covers everything described in this agreement, with the following support conditions:
By signing and agreeing to your proposal you accept the terms of this agreement.