Orange County NC Website
Browse       Search
Product Brief <br />  <br />Managed Service Desk <br />Addendum to Master Service Agreement <br />1.        This Addendum is made pursuant to the Master Services Agreement (the “Agreement”) between <br />and its affiliates (collectively, “Customer”), and Dynamic Quest, LLC (“DYNAMIC QUEST”). This Addendum incorporates <br />all terms and provisions of the Agreement. <br />2.        Customer signed the Master Service Agreement on ____________________. <br />3.        Start Date.   will begin providing the Services as described below no later than ____________ from the date this <br />Addendum is signed. <br />4.        Term of Service.  This Addendum will remain in effect until terminated by one of the parties in accordance with <br />the Agreement.  <br />a.      Initial Term:  Customer commits to a term of not less than twelve (12) months. <br />b.      Renewal Term(s):  The Initial Term will automatically extend for successive periods of twelve (12) months, <br />unless either party provides ninety (90) days written notice to the other party prior to the end of the current <br />term. There will be a one-time Termination Charge of $300 to remove the agents from the managed <br />resources and recover DYNAMIC QUEST-provided equipment from Customer. <br />c.      Renewal Price Increase(s):  Increases in the monthly fees paid for the services rendered under this <br />Addendum for the renewal term will not exceed 3% of the value of the existing monthly fees due under this <br />Addendum for the expiring term. <br />5.     Service Overview                 <br />Orange County is in need of augmented Service Desk support services with 24x7 coverage and ticket routing <br />capabilities for all emailed tickets. They are currently averaging 500 email service tickets per month across 1100 <br />users.Of these 500 tickets, they estimate 25% to be well defined Tier 1, 25% Tier1/2 and 50% to be Tier 2. They would <br />like the well difined tickets worked and the rest escalated to Orange County IT personnel.   <br />6.        Description of Managed Service Desk Services. Fully configurable IT service plan designed to complement and <br />augment existing internal IT services.  <br />a.      Tier 1 Service Desk support for basic customer issues such as usage problems and fulfilling service request <br />requiring IT assistance <br />                                 i.     Incident and request reporting, logging, categorization and prioritization <br />                                               ii.     Handling pre-approved, predefined and documented request that can be resolved using step-by- <br />step guides. <br />                                              iii.     Ticket escalation to appropriate support tier              <br />                                iv.  Workstation Asset and installed software information  <br />                                v.   DYNAMIC QUEST-provided Kaseya software to implement the monitoring and management <br />Service Desk <br />Page: 2 of 13 <br />DocuSign Envelope ID: BFF5690F-4716-4836-B8D9-3E84C4C21608DocuSign Envelope ID: 794DFC24-0B3E-4B79-89C7-5EB660107E4B