UNLIMITED TECHNICAL SUPPORT

• This agreement covers services under the computer maintenance category.
  
• Helpdesk support is available from 8 AM to 5 PM, Monday through Friday, except during Holidays as identified by Core3 Solutions on the Core3Solutions.com website.
  
• Client is responsible for any additional hardware or software purchases outside of the terms of this agreement.
  
• Core3 will not support any client machines with software that has been intentionally installed that has been determined as malicious.
  
• This agreement does not cover consulting or integration tasks that are determined to be major installation tasks. Examples ofthese include new server installation, replacement or migration, data migrations, or other significant infrastructure changes.
  
• Client is responsible for all travel, lodging, and other related expenses over 50 miles from the Core3 office. Core3 will consult with the client before any such charges are incurred.
  
• An increase in the total number of computers supported under this agreement may cause the pricing of this agreement to be altered during its course.
  
• Online ticket management includes client access Core3 Solutions then-current ticket management software. Core3 cannot make any guarantees to availability of this service.
  
• After-hours support is billed at a rate of 1.5 of the then-current, standard hourly rate.
  
• Line of business or proprietary applications will carry limited support.
• Technical support response times carry and 4 hour minimum. Resolution times may vary based on the complexity of the issue.

NETWORK AND COMPUTER MONITORING

• Client understands that a network monitoring device or software may be installed on the client's network or computers.
  
• Certain ports may be opened on the client's router, available only to the monitoring device/software.
  
• Any monitoring device is provided as a rental and remains the property of Core3 Solutions.
  

REMOTE COMPUTER ACCESS

• Core3 Solutions will provide LogMeIn Pro2 subscriptions for the number of computers specified in this agreement.
  
• No warranties are made, expressed, or implied with regards to the LogMeIn software.
  
• Remote computer connection can only be made when an Internet connection is available at the point of installation and remote connection location. Core3 Solutions is not responsible for performance of product due to Internet connection issues.
  
• Customer agrees to the Terms and Conditions and Privacy Policy of LogMeIn, Inc., located at www.logmein.com.
  

SECURE, OFF-SITE DATA BACKUP

• Data backup will be performed on a daily basis providing that an Internet connection is available.
  
• Backups are performed incrementally with 30-day file retention.
  
• Core3 Solutions makes no warranty to reliability or stability of the Iron Mountain software.
  

BACKUP CHECK AND TEST RESTORE

• Service is performed once per month at a time selected by Core3 Solutions.
  
• Remote server access is required for service performance.
  
• Backup check and test restore does not guarantee the validity of all backup files.
  
• No warranties, expressed or implied, are made as to the performance of the backup software.
  
• Customer will only be notified of backup inconsistencies or error messages if necessary.
  
• Core3 Solutions is not responsible for the initial setup of the backup software and selected files.
  

HOSTED EXCHANGE

• Additional Hosted Exchange users are $19.95 per user, per month and will be prorated when added during a billing term.
  
• Additional BlackBerry devices are $14.95 per user, per month and will be prorated when added during a billing term.
  
• Mailbox storage available is 25 GB per user. Additional storage space may be purchased for an additional fee.
  
• 2 GB of SharePoint storage is available per Hosted Exchange customer and is not based on the number of mailboxes or users. Additional storage space may be purchased for an additional fee.
  

EMAIL AND WEBSITE HOSTING

• Client agrees to the website hosting terms and conditions listed on the Core3Solutions.com website.
  
• This web hosting package does not include a content management tool of any kind. A content management system may be added for an additional fee.
  
• Customer is responsible for migration and any reprogramming of their website that may be required. Some additional fees may be incurred for website migration.
  

ADVANCED SPAM FILTERING

• Core3 Solutions uses a third-party vendor of advanced spam filtering and provides no warranties to the reliability and stability of this service.
  
• Client understands and acknowledges the SLA, Confidentiality statement, and Privacy policy listed on SpamStopsHere.com.
  

ANNUAL ANTIVIRUS SUBSCRIPTION

• The antivirus product used by Core3 Solutions may vary each year.
  
• Core3 Solutions makes no warranty to the reliability or stability of the antivirus software installed.
  

LEGAL

• This proposal is valid only for 30 days after the date at the bottom of this page. The prices listed only apply to this proposal, and are not applicable to other projects, proposals, or customers.
  
• Core3 has the right to terminate any proposals, projects, or maintenance agreements with just cause. In the case of projects, the client would only be responsible for the cost of work performed prior to the termination date.
  
• Core3 reserves right to discontinue services under this agreement for any payment past-due.
  
• The Customer shall pay to Core3 all costs and expenses of collection, including without implied limitation reasonable attorneys' fees, incurred by Core3 in connection with the collection of amounts payable by the Customer hereunder or the enforcement of the Customer's obligations hereunder.
  
• Core3 is entitled to perform work remotely from its own premises and is not required to attend the customer's premises.
  
• Core3 makes no warranty, express or implied, regarding third party products used.
  
• The client agrees it will not entice away or employ an employee from Core3 during a period of three years from the date listed at the bottom of this page.
  
• Core3 is not responsible for any changes made to the local IT infrastructure by a third party.
  
• The client indemnifies Core3 against any loss or damages arising from computer and network down time.
  
• The client acknowledges that Core3 is providing services on a non-exclusive basis and may provide services of similar nature to other clients, including those who may compete directly with the client.
  
• This agreement shall be governed by and construed in accordance with the laws of the State of Michigan. Any disputes arising from this agreement shall be litigated or arbitrated in Oakland County, Michigan.
  
• The term of this agreement is 3-months, during which the client will be invoiced on a monthly basis according to the payment terms outlined below. After the end of each term, this agreement will be subsequently renewed for an additional three months unless client or Core3 express intent for cancelation in writing, with 30-days notice. Pricing is subject to change and evaluation on an annual basis.
  
• This agreement may be canceled or modified by Core3 Solutions for any reason with 30-days notice.
  

PAYMENT TERMS

• Initial setup fee must be paid before start of service agreement.
  
• Monthly service invoices must be paid prior to the start of the service term. Invoices may be paid by check if credit is extended to the customer otherwise credit card payment is required.
  
• All invoices with extended credit are NET-15 payment terms.
  
• If an invoice is outstanding during the term of this agreement, all services may be halted by Core3. Services will be resumed once payment has been received.
  
• By completing the Credit Card Capture Form, the client authorizes Core3 Solutions the indicated credit card on a monthly basis for services outlined in this agreement.
  
• Charges above and beyond those outlined in this agreement will be entered in to a separate invoice at the end of each month and emailed to the customer for approval. If customer does not question these charges within 5 business days, Core3 Solutions will process the credit card on file. If customer disputes charges, the dispute must be resolved within 15 days from the invoice date.
  

CONFIDENTIALITY

• Core3 shall treat all client's files and data as confidential and shall take all reasonable steps to ensure that the Core3 Solutions staff and service technicians observe this policy.
  
• All remote helpdesk support sessions will allow the service technician complete access to the client's computer, with the prior permission of the client. Remote sessions are disconnected and all connectivity is lost by the technician when the remote control chat window is closed.
  
• No information viewed by any Core3 Solutions employee, consultant, agent, or subcontractor will be shared or provided to any outside source without the prior written approval of the customer.