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Main: (866) 343-9374 <br />Email: trevor.mansell@xentegra.com <br />Web: https://www.xentegraconnect.com <br />Monthly Services <br />Description Qty <br />Success Desk Support Provides: <br />·Annual prepaid support <br />·Designed for organizations that manage their own environment but occasionally want to be able to access specialist skills <br />to resolve troublesome problems <br />·Ready access to a skilled US support team, Citrix and Microsoft certified specialists <br />·Escalation to XenTegra Consultants and the vendors’ support services <br />·24x7 Support to support <br />XenTegra Connect will provide reactive break fix support services required under this Agreement in a reasonably prompt and <br />timely manner.  <br />In addition, XenTegra Connect shall meet or exceed the following requirements in responding to specific requests for service. <br />Incidents involving outages- <br />Sev1/2 <br />Required Completion <br />Within <br />Contact Method <br />Initial response to issue 1 hour Phone Only – Requires IT contact to be on the phone <br />until issue is resolved. <br />Technical work begins 4 hours <br />Incidents involving non-outages Required Completion <br />Within <br />Contact Method <br />Initial response to issue 24 hours Phone or Email (Help@Xentegra.com) <br />Technical work begins 3 business days <br />“Outages” refers to an incident causing a required business function to be non-operational resulting in the client's ability to <br />operate or conduct business.  <br />“Non-outages” refers to a problem that has an acceptable work around or any other request for service that does not involve an <br />outage.    <br />XenTegra GTAM, LLC (dba XenTegraCONNECT) (“XenTegra”) agrees to perform the services and provide any goods described in attached <br />quote (the “Quote”).  XenTegra may refuse to provide services or goods to the customer due to delinquent payment or any other reason. <br />Payment <br />Payment terms are net 30 days from invoice date unless an earlier date is provided by XenTegra.  You agree to pay on time, unless prior <br />arrangement has been made in writing with XenTegra.  XenTegra may suspend future obligations until payment has been made on prior <br />2 XenTegra Connect | P.O.Box 1954 | Huntersville, NC 28070 <br />DocuSign Envelope ID: 88CFB404-658B-4C60-B621-2F308BD962B1