Managed, Maintenance and Support Services — Terms of Service

Maintenance Services

1. Pursuant to the MSA, WeGotYou.tech shall provide the Customer during the term of the MSA and with respect to the Equipment described in an Equipment Summary developed by WeGotYou.tech and Customer, maintenance services summarized as follows:

   • Remedial maintenance services upon request by the Customer in order to restore malfunctioning operating component part and/or the equipment to proper working order.
   • Priority response to the Customer request for remedial maintenance and/or service work over other types of WeGotYou.tech service arrangements.

   WeGotYou.tech support will make contact within 72 hours. Includes remote technical support, troubleshooting, training, diagnostics, software updates & minor remote programing changes (adjustments to programming such as, extension changing, directory updates, call routes, ivr updates, voicemail updates, pre-recorded Music On Hold updates). Charges may apply for M.A.C (defined below). Support tickets must be submitted before 2PM EST M-F for same day response. Weekends, clients will receive same day response for emergencies only.

2. WeGotYou.tech remedial response objectives are as follows:

   • With the respect to major malfunction of the equipment (defined as no incoming or outgoing telephone service, no station to station service, or voice mail equipment failure effecting the majority of Company functions), WeGotYou.tech policy is to respond to the Customers’ within two (2) hours from the time WeGotYou.tech s first receives the Customers’ request for Remedial Maintenance and will complete such repairs as soon as reasonably practicable.
   • With respect to Minor Malfunction (any malfunction other than major malfunction) of the equipment, WeGotYou.tech policy is to respond to the Customer between the hours of 0900 and 1400, Monday through Friday, excluding holidays within twenty-four (24) hours from the time WeGotYou.tech first receives the Customers request for Remedial Maintenance and will complete such repairs as soon as reasonably possible.

3. WeGotYou.tech responsibility with respect to the Maintenance Services shall be limited to the Customers side of the interconnect devices connecting the Equipment to the telephone system operated by the local telephone utility, or if no such interconnect devices exist, to the Customer’s side of the point of connection between the Equipment and said local telephone system or equipment working in tandem with telecom equipment.

4. The Customer shall allow employees of WeGotYou.tech free access to the network, premises and facilities where the Equipment is to be maintained at all hours consistent with the requirements of this MSA.

5. In the event there is any maintenance or service work performed on the Equipment by third parties during the period of this agreement without written consent of WeGotYou.tech, any issues, corrections and/or repairs that need to be made as a result of said third parties’ maintenance or service work, these items will be billed separately to the Customer and are not covered under this maintenance contract.

6. Maintenance does not include any services necessitated by, or of the type described in any of the following:

   • Labor and material costs of additions, changes and relocation; specification or engineering changes;
   • Labor and material cost for replacement of those component parts subject to normal wear and tear as a result of uses which do not affect the operational condition of the equipment;
   • Negligent, willful or intentional acts of Customer;
   • Wiring or cabling.
   • An act or event occurring external to the Equipment which causes, either directly or indirectly, a failure or malfunction in the Equipment, including without limitations, failures or malfunctions of the trunk or toll lines, cable or other equipment connecting the Equipment to the telecommunications system of the operations telephone utility or abnormal power fluctuations or failures which adversely affect the Equipment;
   • Repair or maintenance or increase in normal service time resulting from Customer’s failure to provide a suitable Equipment environment as required in the Equipment specification or any other failure of the Customer to fully perform its responsibilities under the MSA;

7. Discount- Customers a maintenance contract mayl receive a discount for remote and on site M.A.C up to a 10% discount. This may include Add-ons, wiring, repairs, replacements, music on hold recordings, auto attendant recordings, custom voicemail programing add-ons or changes etc.

Managed Services

Includes management and troubleshooting of IT and phone system and service provider issues alike. WeGotYou.tech will become the main point of contact for all telecommunications issues such as Account Inquiries, Voice Lines Management, Porting, Troubleshooting and consulting with client’s provided IT companies. All service provider billing inquiries can take up to 48 hours for a response. (depending on the service provider). The client is responsible to grant WeGotYou.tech access to their account, and make a WeGotYou.tech service provider representative and authorized user on the account with the service providers to allow WeGotYou.tech to engage the provider on the clients behalf.

• Full Remote Support: Priority Remote support covering faulty or damaged equipment, troubleshooting issues, remote maintenance and repair, & minor programming changes.

  Full Remote Support Covers:

  • Damaged equipment/warranty (manufacturer warranty)
  • Troubleshooting Remote support
  • remote support resolution
  • Minor Programming
    • Minor Programming; includes small changes to existing programming or configuration of the phone system. Adding extensions, changing auto attendant, A.I (artificial intelligence) music/message on hold & auto attendants. Uploading Directories, adding Pre-Recorded Messages or Recordings all fall under minor programming changes.

• Service Provider Support: WeGotYou.tech will represent the client while handling any and all issues service and billing related with regard to the service provider for internet and/or voice services. Blink will work with 3rd party companies such as service providers and IT companies.

On-site support- Is billed on a per incident basis and separate from a maintenance contract. Hours are 9am-5pm and can be scheduled up to 3-4 business days out. On-site technician labor fees and travel fees, parts replacement, installation and programming may apply. Charges may apply for M.A.C. If you have questions about whether your support issue is covered under maintenance, requires on-site support, or is considered a M.A.C, please call our customer service department at 1-844-468-9689. Support tickets must be submitted before 2pm EST for same day response.

$150 Per hour with a 2 hour minimum plus tax plus a $75 minimum travel fee will also be applied. If travel costs exceed the $75 minimum, prior consent of Customer will be obtained.

Equipment/Parts Warranties

Five Year Parts Warranty: For Customers who elect for a parts warranty with a maintenance agreement, WeGotYou.tech personnel have determined a piece of equipment is faulty without any physical damage; an advance replacement will be shipped. Any material with physical damage can be subject to a repair fee for the equipment. A return authorization form will be faxed or emailed to the client in whom the client will sign and fax back. The RMA form states that the Customer must return the non-working equipment within 15 days or the price of the replacement equipment will be charged to the client, added to Customers lease or charged to the Customer credit card. Once the return authorization form is received, WeGotYou.tech will ship the equipment from our warehouse.

Five Year Parts and Labor Warranty: For Customers who elect for a five-year part and labor warranty with a maintenance agreement, all terms and conditions of the five-year parts only warranty will be in effect with the addition of the labor for WeGotYou.tech to come on-site to install equipment or software that needs to be installed. There will be no charge for this service. WeGotYou.tech personnel have determined a piece of equipment is faulty without any physical damage, and an advanced replacement will be sent. Any material with physical damage can be subject to a repair fee for the equipment. If the faulty equipment is a phone or other part that can be “self-installed” or “plug and play” WeGotYou.tech will not dispatch an installer and will instead ship the part and if necessary, walk the Customer through the process over the phone.

WeGotYou.tech Service Levels

Reporting/Trouble Ticket: Warranty Customers can call in to our toll free number: 844-468-9689, or e-mail a ticket to support@wegotyou.tech 24 hours a day, seven days a week. Most programming changes and service problems can be handled and diagnosed remotely before determining an onsite visit. WeGotYou.tech will do their best making the process faster and more efficient than scheduling an appointment for a technician to come on site. Most systems we install are set up with remote access (unless Customer does not allow access) so most changes and issues that come up, WeGotYou.tech can handle in house. In cases where remote access is denied by the end user, or Customer does not have a maintenance agreement, standard labor rates apply as described in the services rates portion of this agreement.

Full or partial Service Outage: Once a technician has determined the nature of the problem, he or she will first try to correct the trouble remotely by accessing your system configuration. If the problem cannot be fixed remotely, a service call will be scheduled. If the phone system is in failure causing a severe disruption in business, the guaranteed response time for a tech to arrive on site is 4 hours from determination of the issue, unless equipment is required which in some cases may delay the response time. If the problem is a minor system issue, (less than 25% of the phones are not operational or for programming changes/problems that cannot be resolved remotely for any reason that is not impeding on the Customers’ ability to run their business) a 48 hour response time will be guaranteed. Note that even for “minor” issues we strive to respond immediately to all requests.

Customer Responsibilities

Customer agrees to provide the proper environment, electrical and telecommunications connections and give access to the workspace during and after regular business hours. You, as the end user, are fully responsible for providing all other vendor support (not including phone system equipment or service provider port provisioning) before, during or after installation. If you are purchasing SIP lines, connecting multiple sites through a VPN tunnel or would like to buy additional IT equipment WeGotYou.tech can provide those services. If the Customer does not have an IT company managing their network WeGotYou.tech Can provide partner services to tend to your business needs.

Administrative Access and Control

For any Equipment, server, system, or service in which WeGotYou.tech is responsible for managed service support, WeGotYou.tech staff will require administrative access.

Exclusions

Maintenance Does Not Cover: Moves, Adds or changes (defined below) (M.A.C.) for equipment or software, complete system reprogramming, external networking, computers, internet maintenance, wiring/cabling, third party technician work such as IT or 3rd party networking equipment (modems, routers, firewalls, switches, servers).

Moves: Physically moving or relocating equipment, phones system, wiring or hardware.

Adds: Additions to the phone system such as equipment, new programming, features and/or wiring.

Changes: Major Changes to the phone system programming or overall function.

Major Programming: includes billable changes. Complete reconstruction of IVR / Auto Attendant / Call Tree, Adding new and extensive programming to the phone system. Provisioning new phones, creating all new extensions, new professional recordings for IVR or Music on Hold, creating new IVRs.

Damaged equipment: Any hardware that is not in working or usable condition. Wiring and cabling are NOT included under the definition of damaged equipment.