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Cloud Supply & Managed Services Agreement
This Cloud Supply and Managed Services Agreement covers:
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:
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.