This Managed Information Technology (IT) Services Contract ("Contract") is entered into as of this of, in the year("Effective Date"), by and between Rahn PC & Salvage, LLC, a technology services provider with its principal place of business at 2014 W. Jackson St., Tyler, TX 75701-1213 ("Provider"), and: ("Client"):

1. SERVICES PROVIDED

The Provider agrees to deliver the following Managed IT Services:

1. Network Management & Security: Firewall management, intrusion detection, VPN setup, and ongoing security monitoring.

2.Helpdesk & Technical Support: 24/7 remote and on-site support for hardware and software issues.

3.Cloud Services & Data Backup: Cloud storage, backup solutions, disaster recovery, and business continuity planning.

4.Software & Hardware Management: Installation, updates, patches, and maintenance of all onsite computer hardware, operating systems, and business software.

5. Cybersecurity Compliance: Ensuring compliance with HIPAA, PCI-DSS, and other relevant regulations.

6. IT Consulting & Strategy: Technology assessments, IT infrastructure planning, and digital transformation strategies.

 

2. SERVICE LEVEL AGREEMENT (SLA)

Response Time: Provider guarantees a response within 12 hours for high-priority issues and 24 hours for standard issues.

Resolution Time: Best effort to resolve critical issues within 12 hours, and minor issues within 3 business days. Availability: Services available 24 hours per day, 7 days per week, 365 days a year.

The Client agrees to: Provide access to all company systems necessary for service delivery. Maintain a secure physical environment for IT hardware. Adhere to all provider recommended and industry standard security policies. Inform Provider of any changes in IT infrastructure that may affect service delivery.

SERVICE PLANS & PAYMENT TERMS 

• Tiered Service Plans* 
• *Prices do not include any taxes or fees (mileage, parking, etc. 
• *Approximate 5% increase per year unless price is fixed by annual service plan payment in full.

Basic(4 hrs. /month) @ $85/hr.
Monthly - $340 (4 hrs.) | Quarterly - $1,020 (12 hrs.)
Semi-Annually - $2,040 (24 hrs.) | Annually - $4,080 (48 hrs.)

Standard(7 hrs. /month) @ $80/hr.
Monthly - $560 (7 hrs.) | Quarterly - $1,680 (21 hrs.)
Semi-Annually - $3,360 (42 hrs.) | Annually - $6,720 (84 hrs.)

Premium(10 hrs. /month) @ $75/hr.
Monthly - $750 (10 hrs.) | Quarterly - $2,250 (30 hrs.)
Semi-Annually - $4,500 (60 hrs.) | Annually - $9,000 (120 hrs.)

• Basic (4 hours): Per month, Client can use up to four (4) labor hours of essential IT technical support via phone, text, email, remote access, in-shop, or onsite for all repairs and scheduled maintenance, with the option to schedule a basic one (1) hour monthly, quarterly, semi-annual, or annual onsite cybersecurity audit. (The one audit hour will be counted as part of the four (4) labor hour Basic Plan allotment.) 

• Standard (7 Hours): Includes all Basic services, plus three (3) additional labor hours [for a total of seven (7)], advanced in-depth IT consulting and cybersecurity (including user education of industry best practices, etc.), priority response times, and additional cloud backup options. 

• Premium (10 hours): Includes all Basic and Standard services, plus three (3) additional labor hours, [for a total of ten (10)], 24/7/365 support, comprehensive IT consulting (including network/hardware redesign, network/hardware upgrade recommendations, etc.), and full disaster recovery services. 

• Usage of Hours Policy: 

o Normal Business Hours: During normal business hours, Monday through Friday, 8 am to 7 pm, usage of service plan hours will be charged against the selected plan at the stated rate. 

o After Hours: After normal business hours, Monday through Friday, 7pm to 11 pm, and weekends from 8 am to 11pm, usage of service plan hours will be charged against the selected plan at one and half times (1.5x) the stated rate. 

o Late Night Hours: From 11 pm to 8 am, seven days a week, usage of service plan hours will be charged against the selected plan at two times (2x) the stated rate. 

o Holiday Hours: For all major federally recognized holidays (New Year's Eve, New Year's Day, Easter, Memorial Day, Independence Day, Veteran's Day, Thanksgiving, Christmas Eve, And Christmas Day), usage of service plan hours will be charged against the selected plan at three (3x) times the stated rate.

• Client Additional Service Hours: 

o All additional service hours will be billed at $100 per hour that exceeds the stated number of hours included in the selected plan. 

• Late Payments: Subject to a late fee of 5% of the total fee, if not paid within 7 days.

Payment Method: Accepted methods include: All major credit and debit cards (Square, MasterCard, Visa, Discover, American Express) CashApp, Venmo, Apple Pay, Google Pay Only local (Tyler, TX area) business or personal checks will be accepted. There will be a $35 fee for all returned/bounced checks.

TERM & TERMINATION

• Term: This Contract shall remain in effect for months from the Effective Date.
• Termination for Convenience: Either party may terminate with 60 days' written notice. Termination for Cause: Either party may terminate immediately if the other party breaches the Contract and fails to remedy within 30 days.
• Both parties agree to keep all confidential information secure and not disclose it to any third party without written consent.

7. LIABILITY, INDEMNIFICATION, & GUARANTEE

Provider shall not be liable for any indirect, incidental, or consequential damages arising from service use. Client acknowledges and agrees that Rahn PC & Salvage, LLC will not be liable for any losses or damages, whether indirect, incidental, special, or consequential, in profits, goods, or services, irrespective of whether or not the Client has been advised or otherwise might have anticipated the possibility of such loss or damage. Client agrees to indemnify and hold harmless Provider against claims arising from misuse of services. The client acknowledges and agrees that Rahn PC & Salvage cannot guarantee the results or effectiveness of any of the services rendered or to be rendered. Rather, services shall be executed in a professional manner, and in accordance with good industry practice. Best efforts will be used, but absolutely no results are promised.

Provider warrants that services will be performed in a professional and workmanlike manner. Provider does not guarantee that services will be uninterrupted or error-free.

72-HOUR WARRANTY ONLY ON ALL WORK PERFORMED BY RAHN PC & SALVAGE, LLC.

All warranties are void if the equipment has been dropped, damaged, sabotaged, or abused, including, but not limited to visiting/using file-sharing, malicious, untrusted, and/or pornographic websites, and/or installing known malicious software.

Neither party shall be liable for delays or failures to perform due to causes beyond their control, including natural disasters, government actions, or cyberattacks. Rahn PC & Salvage, LLC shall be excused from any delay or failure in performance required hereunder if caused by reason of any occurrence or contingency beyond its reasonable control, including, but not limited to, acts of God, acts of war, fire, insurrection, strikes, lockouts or other serious labor disputes, riots, earthquakes, floods, explosions, or any other act of nature or God.

10. GOVERNING LAW & DISPUTE RESOLUTION

This Contract shall be governed by the laws of the State of Texas. Disputes shall first be resolved through mediation. If unresolved, disputes will be settled in the courts of the State of Texas.

Client understands and agrees that all computers or equipment abandoned, stored at, not paid for located at Rahn PC & Salvage, LLC's physical address, for more than 30 days from first date of service become the sole, uncontested property of Rahn PC & Salvage.

Entire Contract: This document constitutes the entire Contract between the parties. Amendments: All changes must be in writing and signed by both parties. Furthermore, this contract shall stay in effect unless revoked in writing (via USPS certified letter only) by the SIGNATURED party. Severability: If any provision is found unenforceable, the rest of the Contract remains in effect.

Under penalty of perjury, I agree to be legally bound by all terms in this Contract and agree to pay all invoiced charges.

I UNDERSTAND AND AGREE THAT ALL SALES AND FINANCIAL TRANSACTIONS ARE FINAL, THERE ARE NO REFUNDS, AND ALL CHARGEBACKS ARE THEFT OF SERVICE. FURTHERMORE, I UNDERSTAND AND AGREE THAT ALL LEGAL RECOURSES OF ACTION WILL BE BROUGHT TO BEAR AGAINST ME TO RECOVER PROVIDER REPAYMENT OF ALLCHARGEBACKS, INCLUDING, BUT NO LIMITED TO, ALL ATTORNEY FEES, COURT COSTS, ETC.

IN WITNESS WHEREOF, the parties have executed this Contract as of the Effective Date.