OVERVIEW

We love simplicity – so in short;

You, the owner or a key decision-maker of your business,

(“You”, “Yourself” or “Your”)

are engaging us, 

Complete Computer Solutions, Inc. (CCS, Inc.)

of 3300 Cockrell Ln

Springfield, IL 62711 (“We”, “Us” or “Our’)

to provide:

The services to you as outlined in this Agreement for the pricing as outlined in our initial Proposal.

You: You have the authority to enter into this agreement on behalf of Your Business and will do everything you can to allow Us to provide our services to You.

Us: We have the experience and ability to do everything We’ve agreed with You and We’ll do it all in a professional and timely manner. 

We’ll endeavor to provide support to You and on top of that We'll maintain the confidentiality of everything We come across.

OUR GENERAL TERMS AND CONDITIONS

By signing this Agreement, you also agree to CCS, Inc.’s General Terms and Conditions and agree and acknowledge that the same are hereby incorporated by reference as if set forth herein.

For any terms that exist in both, the terms in this Agreement will override.

COMMITMENT TERM

The minimum term that You have agreed to use Our Services is outlined in Our Proposal to you and is referred to as the Commitment Term. This contract is valid for 24 months, or 730 days from the date of signing.

The Commitment Term begins from the first day of the next month (after the date of accepting Our Proposal). 

After the expiry of the Committed Term, an extension of the Term will automatically commence equal to the period of the original Committed Term, unless earlier terminated as outlined in the ‘Termination’ section below. 

A minimum 5% increase to the base cost of the agreement is automatically assessed at the time of contract renewal and will continue to be charged for the length of the contract.

TERMINATION

You agree that if You need to Terminate this Agreement before the end of the Commitment Term, You agree to pay Us the current Agreement Fee multiplied by the number of months left in the current Commitment Term within 14 days of providing Us Notification of Termination. 

Should there be any pricing adjustments made to this Agreement during a Commitment Term, the Plan Fee used to calculate any Termination Payment will be based on the latter of the original Proposal or any updated Pricing adjustments made in writing from Us to You.

All Termination requests must be made in writing to: 

CCS, Inc.

1760 Wabash Ave

Springfield, IL 62704 

PO Box #9618

OUR RESPONSIBILITIES

OUR RESPONSE TIME GUARANTEE

We agree to respond to your Service Requests within the Maximum time frames set out in Appendix A. 

If the response time to an incident exceeds the times set out in Appendix A and provided that you reported the incident to Us via the methods as set out in Our General Terms and Conditions, You may make a claim for credit within 7 days of the incident in writing to:

Atn. CCS, Inc.

1760 Wabash Ave

Springfield, IL 62704

PO Box #9618

If We agree Your claim is valid, You will be credited 5% of the monthly Agreement amount (this does not include any additional charges incurred in that month) of the month of the incident, to a maximum of 15% per month.

If the support request is lodged outside Our Business Hours Our Response Time Guaranteed does not apply. We will still work on your Service Request as fast as possible, however it will be on a best effort basis.

Response Times are calculated as per the Definition as outlined in Appendix E.

Response Times are Guaranteed maximum times to respond to a Service Request. 

Please see Appendix B for a list of the types of Service Requests that our Response Time Guarantee does not apply to.

SERVICE REQUEST PRIORITIES

We classify Service Request priorities as shown in Appendix A.

These priorities tie directly in with Our Response Time Guarantee to provide you with information about how quickly We will respond to Your issues. 

If you require a Service Request that would normally be classed as a High, Medium, or Low priority to be escalated and remediated as a Critical Priority – then You can request for an “Emergency Upgrade.” Please see our Rate Schedule for more information on “Emergency Upgrades.”

As we know, not everything in life fits into a box so the final decision on classifying the priority of an issue will be made by Our responding technician.

WHAT’S COVERED

As part of this Agreement, We endeavor to include all of the day to day IT support items that are typically required to run a typical Business Technology Baseline Infrastructure. You will be allocated a set number of “prepaid hours” every month that will be credited toward the items covered in Appendix C. Once the prepaid hours are consumed, You will be billed at Our standard hourly rate until the hours reset the following month.

You can see a list of all of the items we will cover under this Agreement in Appendix C.

It’s important to note that anything not included in Appendix C is explicitly excluded from Your Agreement and will be billed at our normal rates as found on our Rate Schedule.

From time to time, we may provide support for items not explicitly included in Appendix C without charge – however we will do this at our sole discretion.

SCHEDULED SITE VISITS

As part of this Agreement, We will perform Onsite Visits as indicated in the Proposal.

These visits’ lengths are determined by your monthly plan allotment and will be attended by one of our Team.

Onsite Visits are only covered for companies whose primary office is within 50 miles of the nearest CCS, Inc. office. Companies outside of this range can request Onsite Visits at their own expense.

During these visits, we will perform a physical inspection and clean, if necessary, of all of your Networking and Server Infrastructure at your main site.

If requested by You, We will send your Primary IT Contact a reminder email 7 Business Days before every Onsite Visit so You and Your team can have any requests recorded.

We will select the recurring day and time with You during the Onboarding process, otherwise we will use our existing schedule.

You agree to give us at least 5 Business Days’ notice if you need to reschedule or amend an upcoming Visit. If You don’t give us at least 5 Business Days’ notice, that monthly or quarterly site visit allowance will still be counted as used.

BI-YEARLY/YEARLY BUSINESS REVIEWS

Depending on your chosen plan, you may receive technology business reviews. We will provide to You a Business Review Session. Think of this session as a meeting with your Virtual IT Manager.

In this session, We run through items such as, but not limited to, the following:

1. Last Quarter’s Metrics

2. Your Plans for the next Quarter

3. Refresh Cycle Update / Minimum Standards

4. Technology Budget Update

5. Technology Update

6. Anything else you need to raise / discuss related to your IT
   
   

You agree to allocate 2 hours to each of these sessions to ensure that We can provide Our service to You at the world class levels that We strive for.

You agree to give us at least 5 Business Days’ notice if you need to re-schedule or amend an upcoming Business Review. If You don’t give us at least 5 Business Days’ notice, that Business Review will still be counted as used.

If you are unsure if this benefit is included in your current plan, or you would like to add this benefit, please contact Us.

YOUR RESPONSIBILITIES

MINIMUM STANDARDS

1. There are some Hardware and Software requirements that You need to have in place in order for Us to meet Our Service obligations, which can be requested from CCS, Inc. We will update this list from time to time as certain technologies age and other technologies are released and tested by us.

2. If You do not have all of these Minimum Standards in place before Your Agreement start date, We will work with You on a plan to bring Your Network up to our Minimum Standards.

3. We understand that this may take some time depending on timing and budgets so we will do our best to support any items that do not currently meet Our Minimum Standards.

4. However, if an item requiring support does not meet our Minimum Standards, it will be at our sole discretion whether we charge You for any time incurred for supporting that item.

APPROVED BUSINESS SOFTWARE

The list in Appendix D shows all of the approved software that can be installed on any of the Computers or Devices covered by this Agreement. 

This doesn’t mean that all other software can’t be installed – it simply means that if other software is installed, then it’s up to Our discretion whether We cover any Service Requests related any other Software under the scope of this Agreement.

If We deem any Service Requests to be Out of the scope of This Agreement, We will ask for Your approval before performing any work.

This list may change over the time we work together under this Agreement. We will email any updates to this list to Your Primary IT Contact.

PAYMENTS

All plans are on a 24 (twenty-four) month agreement from the day of signing. Setup fees are due at time of signing and are non-refundable. Payment is due on the first or 15^th of each month, based on the start date of your contract, until the agreement is fulfilled and must be paid via Check or ACH on the due date. Agreements automatically renew on the first day of the final month of the contract, unless a valid request for termination of the contract has been submitted at least 30 days prior to the end date of the contract. 

LODGING OF SERVICE REQUESTS

The process for lodging Service Requests is outlined in Our General Terms and Conditions as referenced in the General Section of this Agreement.

Critical and High Priority Service Requests must be lodged via phone only otherwise Our Response Time Guarantee will only be applicable at Our Medium priority level for these.

It’s important You and Your team follow this process to ensure You are guaranteed to receive the support at the levels We have promised.

You agree to make sure Your team is aware of any restrictions You have in place regarding who is authorized to lodge Service Requests, as all requests received by Us will be chargeable and/ or allocated against this Agreement. 

ACCESS REQUIREMENTS

You agree to allow Us full and free access to Your computers, associated equipment, Your premises, and Your team for the purposes of providing the Services in this Agreement. 

If there is anything that interferes with our access, We may, in Our absolute discretion, charge You for any extra time incurred.

PRIMARY IT CONTACTS

You agree to nominate from Your team a Primary IT Contact and a Secondary IT Contact (who We will treat at the Primary IT Contact should the current Primary IT Contact not be available). 

When issues of Critical and High Priority are happening, Your Team are to channel all communication through these people during business hours. 

This allows Our team to work most effectively in restoring Your services as fast as possible, instead of fielding calls from multiple sources about the same problem. 

The Primary IT Contact is to inform all staff at these times, to ensure fast resolutions.

The role of the Primary IT Contact is to also assist Our team to be the eyes and hands onsite, to allow them to remotely diagnose and solve issues in the fastest possible manner. 

You will be asked to provide the details of your nominated Primary and Secondary IT Contacts during your Onboarding process and You agree to update Us if and when these Contacts change during the Term of this Agreement.

THIRD PARTY AUTHORIZATIONS

In order to be able to assist You quickly in times of need, You need to make sure We are authorized to work with all of Your external Vendors that We may require to work with to provide you Our Service. This includes but is not limited to Your Internet Service Provider, Your Web and Domain Hosting Provider and Your Telephony Provider. 

During your Onboarding process We will run through with You to determine all the Vendors You will need to give authorization to.

If We are not Authorized for a particular Vendor, We may, in Our absolute discretion, charge You extra for any Time it takes Us to obtain authorization for Us to deal with that Vendor on Your behalf when needed. 

If You start working with any new Vendors that We will need to interact with after We start work on this Agreement, You agree to make sure that We are authorized to act on Your behalf on commencement of Your relationship with the new Vendor. 

APPENDIX A

GUARANTEED RESPONSE TIMES & PRIORITY LEVELS

The following table shows the Guaranteed Response times for each priority level and provides priority level examples.  

PRIORITY	EXAMPLES	GUARANTEEDRESPONSE TIMES (Business Hours)	TARGET RESPONSETIMES (Business Hours)
Critical	Your Main Server is offline, and all users are unable to work.	8 Hours	30 Minutes
	One of your Network Switches has failed and stopped half the users from working.
	A VPN link between 2 x offices is offline causing one office to be unable to work.
High	Your Internet Connection is offline, users can still work locally OK	12 Hours	2 Hours
	Your CEO’s computer has stopped working and they have an urgent task
	Your main Accounting Software has stopped working and is unavailable
Medium	A user’s computer is making a strange noise	48 Hours	8 Hours
	One of the main printers is not working, but users can print to another one
	A user is having problems connecting to the Wireless network
Low	Printing is slower than normal	72 Hours	24 Hours
	A single user is unable to scan documents
	A user needs a program installed on their computer or Laptop
No Pre-Set Priority	Pro-Active Maintenance of systems, including Software Updates	Rolling Basis	72 Hours
	New User Setup and Configuration
	New Computer or Laptop Installation and Configuration

APPENDIX B

RESPONSE TIME GUARANTEE EXCLUSION LIST

The Response Time Guarantee does not apply to:

1. Additions, moves or changes to users, devices, configurations, or network

2. Issues lodged in any other manner than specified in this Agreement and our General Terms and Conditions

3. Issues lodged outside Our Business Hours

4. Items caused by Hardware or Software not meeting our Minimum Standards

5. Service Requests related to Software not on our Approved Software List (see Appendix D)

6. Service Requests for issues that have been caused by You not acting on advice or recommendations given by Us

7. Service Requests for Issues caused by You or third parties modifying any Hardware or Software Configuration

8. Service Requests for issues related to user-initiated Virus and Malware Infections

9. Service Requests for Issues involving the sourcing of hardware/software

10. Service Requests for Hardware and Software issues of items that are not under current warranty or maintenance coverage
    
    

APPENDIX C

AGREEMENT INCLUSION LIST

1. This list varies based on your chosen plan. Please refer to the external “Agreement Inclusion List(s)” given to you with this packet.

APPENDIX D

APPROVED SOFTWARE LIST

1. Microsoft Software – Microsoft Office Suite, Microsoft 365, Entra ID, SharePoint, OneDrive, etc.

2. Google – Chrome, Google Workspace, Google Drive, etc.

3. Adobe Applications – Reader, Acrobat, Creative Cloud

4. QuickBooks - Desktop, Online

5. A full list of supported software can be found on our website
   https://completecomputer.solutions/rtp/
   
   

APPENDIX E

DEFINITIONS AND INTERPRETATIONS

“Agreement” means any arrangement between Us and You (whether alone or in conjunction with any other person) for Services and/or the provision of Goods provided by Us under an arrangement in connection with Work agreed to be done or progressed for or on behalf of You or any other person at Your request, including as set out in this Agreement and any corresponding Proposal;

“Plan Fee” means a quote provided to You by Us;

“Proposal” means a Quote or Proposal provided to You by Us;

“Rate Schedule” means the schedule of rates, charges and conditions for the services of Ours as set, and as may be varied, by Us from time to time in Our absolute discretion;

“Recommended Technology Platform” is the list of Software and Hardware updated by Us from time to time.

“Response Time” Response Time is measured as the difference between the time We are first notified of a New Service Request as per the process outlined in our General Terms and Conditions and the time that We start providing Service on the Service Request. We do not count any triage, scheduling or dispatch work when calculating Response Times.

"Services" means the provision of any services by Us including work, advice and recommendations;

"Service Request" means any request for work that either you ask Us to perform or We perform proactively on Your behalf;

“Software” includes software and any installation, update, associated software and any services provided in connection with any of these things;

AGREEMENT INCLUSION LIST

DESCRIPTION	RATE
Setup New Profiles on Desktops and Laptops	Included
Add / Edit / Delete User Accounts / Wipe Retired or Repurposed Computers	Included
Forgotten Password Resets	Included
Archive Old User Accounts (Backup Email & Files)	Included
Setup & Maintain Security Groups	Included
Setup & Maintain Network Drives	Included
Restore Files from Backups (1)	Included
Troubleshoot Operating System Not Working	Included
Troubleshoot Microsoft Office Not Working	Included
Troubleshoot Anti-Virus Not Working (1)	Included
Reboot Servers for Updates	Included – Custom Schedule
Troubleshoot Hardware Issues (3)	Included
Hard Drive Clean-up (Remove Temp & Unnecessary Files)	Included
Warranty Claim Processing (3)	Included
Microsoft Patch Management (Service Packs & Updates)	Included
Update Approved 3rd Party Applications	Included
Monitor all Critical Server and Computer Services and Fix	Included
Monitor Anti-Virus Running & Protection Enabled	Included
Monitor Anti-Virus Definitions Updating Correctly	Included
Monitor Anti-Malware Running & Protection Enabled	Included
Monitor Anti-Malware Definitions Updating Correctly	Included
Monitor Hard Disk Health + Space & Defrag if Necessary	Included
Monitor High CPU Usage	Included
Roll out our Best Practice Security Policies	Included
Monitor Server and Computer Backups (1)	Included
Troubleshoot Server and Computer Backup Failures (1)	Included
Manual Test Restore & Report of All Approved Backups (1)	Included
Clear & Reset Printer Queues	Included
Troubleshoot Printer Issues	Included
Add / Edit / Delete Printer Mapping Group Policies	Included
Add / Edit / Delete Printer Drivers for Existing Printers	Included
Troubleshoot Internet Service Provider Issues & Outages	Included
Troubleshoot Network Switch Issues	Included
Troubleshoot Wi-Fi Access Point Issues	Included
Update Wi-Fi SSID / Keys	Included
Troubleshoot Router Issues	Included
Troubleshoot Firewall Issues	Included
DNS
Add / Edit / Delete MX Records	Not Included
Add / Edit / Delete TXT Records	Not Included
Add / Edit / Delete PTR Records	Not Included
Add / Edit / Delete CNAME Records	Not Included
Add / Edit / Delete A Records	Not Included
Office365 / Google Suite for Business
Add / Edit / Delete User Accounts		Included
Add / Edit / Delete User and Security Groups		Included
Add / Edit / Delete Shared Mailboxes		Included
Add / Edit / Delete Distribution Groups		Included
Forgotten Password Resets		Included
Archive Old User Accounts (Backup Email & OneDrive)		Included
Restore Files from Backups (1)		Included

Working with Vendors
Contact Internet Service Provider to Change/Modify plan		Included
Contact Internet Service Provider regarding ongoing outage		Included
Contact another vendor to troubleshoot, change/modify plan		Included
Technology Budget Planning and Reporting
Technology Budget Planning	Bi-Yearly
Technology Reporting (Monthly Tickets, Outstanding Requests, etc.)	Full, customized report monthly

(1) Only applies to when using the Backup Platforms in Our Recommended Technology Platform.

(2) This assumes that You already have the back-end systems and company-wide configurations all setup and configured for this product. If You don’t, then We will discuss with You the scope of any potential Project and send You a separate Proposal for Your review.

(3) As you can appreciate, it’s hard to build a profitable and sustainable business offering “Unlimited Support” at a reasonable price for items that We didn’t recommend, sell and install. As such, if the Hardware We are troubleshooting was not purchased from Us and/or the device is not currently covered by the Manufacturer’s warranty, a care pack or a maintenance agreement, then it is in Our sole discretion as to whether We will cover this work under the Scope of this Agreement or set it as Billable Out of Scope work.

Items listed in the "Agreement Inclusion List" as "Included" are included in your plan at no additional cost. Items and services not listed or listed as "Not Included" may be subject to additional cost and will require authorization from the IT point of contact or a designated IT contact before being performed.

Your plan comes with "unlimited remote support" - for a better understanding of what "unlimited" means in this context, please reference the "IN SCOPE VS OUT-OF-SCOPE" header on the "How can I get fast support?" page above. Emergency rates are billed in one (1) hour increments. On-site rates are billed in thirty (30) minute increments. Remote support rates are billed in fifteen (15) minute increments.