Standard Plan

1. Plan Description

Perfect for small businesses with less than 10 servers. This plan offers a comprehensive IT support package, which will handle the lifecycle of your hardware and software.

1.1. Plan Scope

Zyphico provides the following services under this plan:

• Install and configure client infrastructure
• Maintain managed systems, networks, and application configurations
• Provide ongoing technical support and IT Consulting
• Troubleshoot any issues arising during client operations

2. Service Fees

2.1. Fee Structure

By choosing this plan, you agree to the following fees:

Name	Price	Term
Service Setup	$40	One-time
Managed Services	$35	Monthly per Device*
Service Rate	$35	Hourly
Emergency Rate	$45	Hourly

2.2. Fee Descriptions

• Service Setup - A one-time fee for setting up services.
• Managed Services - This fee covers the following tasks:
  • Basic System Diagnostics, Under 1 Hour
  • Backup/Restoration
  • Data copy/transfer
  • System Updates
  • System Compliance
  • System/Network Monitoring
  • Technical Support
• Service Rate - All work not covered by Managed Services is to be invoiced hourly under Service Rate.
• Emergency Rate - Same as Service Rate, however is billed for work outside of operation hours.

3. Service Operations

Zyphico provides consultation, scheduling, and technical support between the hours of 11AM EST to 6PM EST, Monday through Friday. Business time will be conducted in "Eastern Standard Time (EST/UTC-5)" and/or "Univeral Coordinated Time (UTC)" zones.

Physical or remote access to the system is required for Zyphico to perform tasks and duties successfully. Zyphico may request access to external services the client uses in order to fulfill a task.

3.1. Response Time

Service response rates for this plan should expect to be 1-3 hours during operation hours on a best-effort basis. If contacted outside of operation hours, a response may be delayed until the next business day.

Changes affecting operation hours may occur, which includes US Holidays, posted days of absence, or unplanned emergencies. All planned abcenses will be posted in advance. You may schedule a timeframe outside of operation hours if given prior notice 48 hours before, and may incur an additional fee.

3.2. Management & Monitoring

This service may rely upon the installation of management and/or monitoring agents for the purposes of maintaining infrastructure. If agents are installed on a system, they will perform the following tasks:

• Collect inventory information, which will include:
  • Device information, such as Processor, Memory, Disk information and other miscellaneous hardware devices.
  • Software information, such as operating system name, version, hostname, and network configuration.
  • System metrics, such as current system usage and statistics.
  • System location data
• Run commands and scripts in order to maintain client infrastructure.
• Diagnose system problems and errors.

Unless otherwise stated in writing, these programs shall not be removed for the duration of the service. Intentional deactivation or removal of these programs without approval from Zyphico will result in service termination.

4. Service Termination

Should termination happen for any purpose and/or reason, the following steps will be performed:

• The client will be notified of termination and any undue invoice balances.
• Billing for service will be suspended immediately.
• All affected systems will have any management/monitoring program removed.
• Current system login credentials will remain in place.

Upon termination, you will be solely responsible for your infrastructure maintenance.

Addendum

*A "Device" refers to a system managed by Zyphico, which will include but is not limited to: desktops, laptops, workstations, servers, routers, switches