Service Attachment for Pre-Paid Support Services

Effective June 4th, 2025. This Service Attachment for Pre-Paid Support Services supersedes and replaces all prior versions.

This Service Attachment for Pre-Paid Support Services (the “Agreement”) between Provider and Client found on the applicable Order and, together with the Order, Master Services Agreement, and other relevant Service Attachments, forms the Agreement between the parties the terms to which the parties agree to be bound.

The parties agree as follows:

PRE-PAID SUPPORT SERVICES

Support Services

The support needed to provide advanced IT consulting, project labor, and other support to Client’s IT network, systems, and users (“Services”) that fall outside of any Service Attachment for Managed Services signed by Client and Provider (or if there is no such Service Attachment).

Client may order Services subject to this Service Attachment by submitting a request to Provider, who will then prepare a quotation confirming the amount of pre-paid support to be purchased, the hourly rate at which that support may be consumed, and the maximum amount of time within which Client must consume that support (the “Quote”). The Quote will reference this Service Attachment. Once Client approves the Quote, Provider will deliver an invoice for payment referencing the Quote. Client may begin receiving the Services so ordered once Provider has received Client’s payment against that invoice.

The Services will be billed against this Service Attachment until all dollars specified in a Quote have been consumed. Any support Services requested by Client in excess of the amount of pre-paid support specified in a Quote will require a new order for additional pre-paid support Services.

Provider will notify Client when the dollar amount not yet consumed under a Quote is less than ten percent (10%) of the amount for which that Quote was executed. Client may order additional pre-paid support Services subject to this Service Attachment at any time by executing a new Quote for additional Services as set forth herein.

Service Level Objectives

Following receipt via phone, email, or portal of any request that a support-related problem within the scope of the Services has occurred, Provider shall use reasonable best efforts to begin problem management within the response time targets identified in the On-Demand Service Level Objectives.

Provider’s ability to implement a solution to a reported problem may depend on input or information from Client or from third parties beyond its control, including Client’s other IT vendors.

All incidents, with status or resolution, will be documented by posting updates to Provider’s ticketing system.

Rate Multiplier

Provider’s labor charges will be deducted from this Service Attachment at the hourly rate specified in the Quote multiplied by the below multiplier based on when a Provider technician works on the request.

Client must schedule After Hours and Overnight/Holiday support three (3) business days in advance. Client must have enough funds to cover scheduled and approved After Hours and/or Overnight/Holiday support.

Emergency Support

Non-Critical priority request can be escalated to Critical priority (“Emergency Support”) at the request of Client, and approval of Provider. A multiplier of 1.5 will be applied to the rate specified in the Quote for labor performed on a Emergency Support request. All Emergency Support request must be submitted by phone.

Client must have enough funds to cover approved Emergency Support.

On-Site Support

Billing 1-hour minimum, actual time billed in 15-minute increments after first hour. Where no free public parking is accessible, Client will pay parking fees as applicable. Provider will provide On-Site Support on an “as needed” and “as scheduled” basis (to be scheduled upon reasonable notice from Client).

Trip Charges

Labor charges start when the technician leaves Provider’s facility or previous client site and stops when the service has been completed. Clients within the Metropolitan Areas of Cincinnati, Ohio and Columbus, Ohio will not be charged a separate trip charge for return travel from the Client’s site. Clients outside of this area will be charged for travel time both to and from the Client’s site.

ASSUMPTIONS

The following assumptions have been made in preparation of providing support Services:

1. All work will be performed under the supervision of the Client.
2. The Client has purchased and installed all licenses needed to accomplish the work, and all licenses are genuine.
3. When onsite, Client will provide Provider network access for a laptop, to access equipment and systems involved in the work while onsite. Client will also provide Internet access as needed.
4. The Client is solely responsible for backing up and maintaining all computer and electronic data prior to any services performed by Provider.
5. Work may not be performed contiguously depending on downtime scheduling, remediation, Provider availability or reconfiguration requirements.
6. All associated travel expenses will be billed separately as incurred.

SERVICE FEES

For the Services described in this Service Attachment, Client shall pay the pre-paid support amount specified in a Quote, plus any applicable taxes. All support fees paid under this Service Attachment are non-refundable.

TERM AND TERMINATION

Term

The term of this Service Attachment begins on the date that Client submits payment against the first Quote executed subject to this Service Attachment and this Service Attachment will remain in effect thereafter unless properly terminated by either party. The amount of time within which any Services subject to a Quote must be consumed will be specified in that Quote.

Termination

Either party may elect to terminate this Service Attachment upon sixty (60) days’ advance, written notice, with or without cause.

If Provider terminates this agreement, and Client still has funds remaining, Provider will refund those funds to Client.