Cloud Supply & Managed Services Package

Cloud Supply & Managed Services Package

  • per month, min term 12 months

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Your Package Includes

  • Standard product updates – updates typically provided on 12 month release cycle
  • Services via email email / phone – call us with queries on how to use the product, what type of information needs to be included in schedules and so on. This is not legal advice, it is use of product information only.
  • Basic configuration (style only)– we apply your company logo and name and contact details into the product. The basic configuration will also be applied to ITC updates made available to you.
  • NTR – a ‘negotiation topics register’ that:
    • identifies issues that could be raised in negotiation by the other party in relation to the particular product agreement (non-exhaustive).
    • provides a standard response as to why the relevant provision is written as it is.
    • provides an alternative provision that could be used.
  • NTR standard updates – updates to the NTR, typically provided on a 12 month release cycle. The updates incorporate feedback from other users of that NTR.
  • Applied configuration (content) – your company-specific provisions incorporated into the product. A maximum of 5 provisions can be included. The applied configuration will also be applied to ITC updates made available to you.
  • Customer requested product updates – request an update to a product and we will prepare and provide that update if it can be standardized and will be useful to other customers (at our discretion)
  • Customer requested product updates – request an update to a product and we will prepare and provide that update if it can be standardized and will be useful to other customers (at our discretion)- NTR updates on request – where an issue being negotiated is not addressed in the NTR, we will update the NTR on request if the issue is likely to be relevant to other users of that NTR (at our discretion)

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Your package includes:

  • Cloud Supply & Managed Services Agreement
  • Support & Service Level Appendix

 Description of Products follows:

Cloud Supply & Managed Services Agreement

This Cloud Supply and Managed Services Agreement covers:

  • Supply of Microsoft and other third party cloud services;
  • Setup Work;
  • Supply of a Managed Service for the Customer’s ‘Managed IT Environment’, with System Uptime and Service Levels;
  • Supply of Professional Services under statements of work and for out of scope and other time and materials work.

The agreement can be used even if all of these aspects are not applicable or you could instead choose an agreement that covers only the aspects that are relevant to the services you supply. We are available to discuss this with you if needed.

In terms of Cloud Supply, the agreement is suitable for Microsoft Indirect CSP Partners to use with their customers and also accommodates supply of other third party cloud products. It is for the supply by the CSP Partner to their customer of Microsoft Cloud Products, purchased by the CSP partner from a distributor (2-tier CSP distributor). It anticipates that any other cloud products that the supplier is reselling under it will be purchased from a distributor as well. For Microsoft Cloud Products, the Customer is also required to enter into the relevant Microsoft Cloud Agreement with Microsoft and the Cloud Supply Agreement makes this clear. For other third party cloud products, the relevant third party agreement or terms and conditions apply.

The Cloud Supply Agreement provides for ordering and supply of Microsoft Cloud Products and other cloud products, as well as pricing and payment, the subscription term and renewals and termination, among other things. It allows for distributor-specific aspects to be included.

In terms of the Managed Service, it is envisaged that the 'Managed IT Environment' will be well defined (and can change via Change Control). Certain items will be out of scope for the Managed IT Environment, we provide examples and you can modify this to suit.  

For the details of the Managed Service, we provide example inclusions, which you can modify to suit your managed service. There is also an out of scope section for the managed service. 

System Uptime is to be specified and against this there are conditions and exception factors. All details can be modified by you to suit the managed service you provide. there is a section on Service Credits. If Service Credits will not apply this can be deleted. 

Support and Service Levels are covered in a separate appendix. See below.

The Agreement includes an introductory / background section with execution provisions and:

  • a Schedule of summary information;
  • appendices with details of:
  1. setup work and the initial order (if any) of cloud services;
  2. the managed service; and
  3. service levels,

together with terms and conditions.

The details of the Managed Service and Service Levels are to be completed by the Supplier, we provide guideline headings and wording only. 

The agreement can readily be completed with details of your supply of cloud services and managed service and modified by you as required. 

The agreement is 26 pages including the cover page and without the Support & Service Level Appendix described below. 

Support & Service Level Appendix

This Support & Service Level Appendix is written to form part of the Cloud Supply & Managed Services Agreement.

The process for logging requests for services is included. The support includes services in response to ‘Incidents’ – issues in relation to the Managed IT Environment. These services are included within the charge for the Managed Service. 

A framework for you to include service levels is included.

Requests for Assistance (services that are not in response to an Incident) can also be made by the Customer and the Supplier can charge at its rates for Professional Services for work on these requests.

The Support & Service Level Appendix is 3 pages including the cover page. 

 

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