Introduction

This Hosting Support Agreement describes the services that you (‘the client’) will receive from Fireside (‘the supplier’) upon entering into a hosting service relationship.

Purpose

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.

Responsibilities

Key supplier responsibilities

The supplier will maintain and support the Hosting System used by the client.

Additionally, the supplier will:

• Ensure relevant software, services and equipment are available to the client.
• Respond to support requests within reasonable time, in any case (see below).
• Do its best to escalate and resolve issues in an appropriate, timely manner.
• Maintain good communication with the client at all times.

Key client responsibilities

The client will use the Security maintenance system covered by this contract as intended.

Additionally, the client will:

• Notify the supplier of issues or problems in a timely manner.
• Provide the supplier with access to equipment, software and services for the purposes of maintenance, updates and fault prevention.
• Keep the supplier informed about potential changes to its Hosting System.
• Maintain good communication with the supplier at all times.

Reactive support

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.

All support issues should be raised via email to support@firesideagency.ca or by calling 705-259-1889. Raising issues in this way enables Fireside to prioritise and handle them correctly.

It also ensures required information about the issue is captured efficiently, and that the supplier’s response times are measured fairly.

Support tiers

Support requests raised by the client will be handled by three tiers of support:

• Tier one. This is where all support incidents begin. The issue is clearly recorded and the supplier performs basic troubleshooting.
• Tier two. If an issue cannot be resolved in tier one, it will be escalated to tier two. At this point, the supplier will perform more complex support, using specialist staff where appropriate.

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.

Exclusions

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.

Additionally:

• Security issues that result from outdated or unmanaged website software.
• This contract does not cover Security maintenance system problems caused by using equipment, software or service(s) in a way that is not recommended.
• If the client has made unauthorised changes to the configuration or set up of equipment, software or services, this agreement may not apply.

 

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.

Support Times

Your monthly hosting investment with Fireside is an all-inclusive charge that covers everything described in this agreement, with the following support conditions:

• Telephone Support will be provided during working hours. These are also referred to as ‘standard hours’ and are 9:00am — 5:00pm on weekdays.
• Email Support is provided between the hours of 8:00am and 10:00pm on weekdays and Saturdays and are responded to within 4 hours.
• Support will be provided on a remote access basis. Visits to the supplier’s premises (or to other sites) may be charged separately.
• Additional charges apply for these items and will be quoted and agreed upon before work begins:
  • Any support time over 2 hours per month
  • Any client requested server customizations

By signing and agreeing to your proposal you accept the terms of this agreement.