Master Services Agreement
This Master Services Agreement (“Agreement”) is entered into on (Effective Date on Quote) by and between In-Telecom Consulting, LLC, (“Company”, “we, or “our”) and the below referenced client (“Client”). Company and Client shall collectively be the “Parties” and individually a “Party”.
This is a master agreement that governs all services that we perform or provide to Client (collectively, the “Services”). The scope, terms, quote, and fees charged for the Services will be described in one or more proposals or statements of work that we provide to Client (each a “SOW”). A SOW may be accepted electronically or by physically signing it and, once Client and we mutually agree to a SOW, the SOW will automatically become a part of, and governed under, the terms of this Agreement.
If there is a material difference between the language in a SOW and the language in this Agreement, then the language of the SOW will control, except in situations involving warranties, limitations of liability, or termination of this master agreement. Under those limited circumstances, the terms of this Agreement will control unless the SOW expressly states that it is overriding the conflicting provisions of this Agreement.
1. Definitions: “System” means, collectively, any computer network, computer system, peripheral or device installed, maintained, monitored, or operated by us pursuant to a SOW. To avoid a delay or negative impact on our provision of the Services, during the term of each SOW Client agrees to refrain from modifying or moving the System, or installing software on the System, unless we expressly authorize such activity.
“Client Users” or “Users” means the individuals associated with Client who are authorized to use the Services.
2. Term, Services, and Billing: This Agreement between In-Telecom and Client is effective upon the date signed and shall remain in force for Reference Service Term on Quote) (“Initial Term”). This Agreement automatically renews for a subsequent one (1) year period beginning on the day immediately following the end of the Initial Term (each a “Renewal Term”), unless either party gives the other party sixty (60) days prior written notice of its intent not to renew this Agreement. The Initial Term and Renewal Term for each type of services is set forth in each SOW and may be different from and/or overlap with the MSA Initial Term and Renewal Term. During the Initial Term set forth in each SOW, the fees due hereunder (subject to changes in user counts and/or Services being provided, shall be as set forth in the Statement of Work (“SOW”). During the Renewal Term of each SOW, the fees due hereunder will be Company’s standard rates for such Services, as they may exist from time to time. If a SOW does not include a fee schedule, then Client agrees to pay Company on an hourly basis pursuant to Company’s then-current standard hourly rate schedule. All Company invoices are due Net 15. Client must pay such invoice via ACH, credit card, or other payment method(s) (if any) offered by Company from time to time.0% interest monthly (or the maximum amount allowed by law, if less, shall accrue on unpaid fees hereunder). Client shall be solely responsible for any taxes arising out of this Agreement (excluding taxes on the income of Company). Invoices not paid within 30 days will result in suspension of all services to the Client. The Company shall have the right, in their sole discretion, to increase the total fees due pursuant to the Quote referenced in the SOW by 5% semi-annually, during the Initial Term, and any Renewal Term, if applicable. The 5% increase shall apply to the total amount of fees paid by the Client pursuant to the terms of the Quote. The Company shall provide 30 days written notice to the Client prior to assessing any increase in fees to the Client.
2.1 For and in consideration of the mutual covenants and agreements set forth herein and services to be rendered hereunder, Customer agrees to pay to ITC, as set forth by the following fee schedule collectively referred to as “Services”:
An hourly fee at the applicable rate x 1.5 per hour for all Services after Business Hours;
An hourly fee at the applicable rate x 2.0 per hour for all Services on Holidays;
As used herein, Business Hours are defined as 8:00am to 5:00 pm Monday through Friday, Central Time. Holidays are defined as New Year’s Day, Memorial Day, Good Friday, Independence Day, Labor Day, Thanksgiving (Thursday and Friday) and Christmas Eve Day, Christmas Day. These days are subject to change depending on the days in which these holidays fall during any calendar year. Prior notice shall be given via customer portal and/or e-mail upon the determination and/or change of a holiday date.
As used herein, Services shall be billed at the Initial Increment and the Additional Increments thereafter, whether performed onsite, remote, or during travel. Travel time shall be billed at the Additional Increments for travel from our corporate office to the Customer’s location, regardless of location or travel method.
2.2 Customer understands and acknowledges that pre-arranged appointment times, whether onsite or remote, support or consulting, that are cancelled with less than 24 hours’ notice or outright missed, may be subject to a cancellation fee equivalent to one (1) hour at the rate level that corresponds to the appointment type.
3.1 In the event of early cancellation of this Master Services Agreement (MSA) by the client before the completion of the agreed-upon term, the client shall be responsible for paying a cancellation fee. The cancellation fee shall be calculated as the equivalent of the remaining months of the contract, based on the current monthly billed rate at the time of cancellation, starting from the first billing date.
Upon receipt of the cancellation fee, all rights and obligations under this MSA shall cease, except for those provisions which, by their nature, survive termination. The client shall have no further claim or obligation with respect to the terminated MSA, except as expressly provided in this clause. The client shall provide written notice of early cancellation to the company, specifying the effective date of termination. The cancellation fee shall be due and payable within 15 days from the effective date of termination. This early cancellation clause is without prejudice to any other rights or remedies available to either party under this MSA or applicable laws. In the event of a dispute regarding the calculation or payment of the cancellation fee, the parties shall follow the dispute resolution mechanism outlined in the MSA.
3.2 Company may terminate this Agreement at any time, with or without cause, upon sixty (60) days prior written notice to Client.
3.3 Either Party may terminate this Agreement, upon written notice to the other party, if there is a breach of this Agreement, provided however, that such Party must provide the other party with thirty (30) days written notice of the breach and a thirty (30) day opportunity to cure such breach.
3.4 If there is no active SOW between the Parties, either Party may terminate this Agreement upon thirty (30) days written notice to the other Party.
3.5 Company and Client may mutually consent, in writing, to terminate a SOW or this Agreement at any time.
3.6 Company reserves the right to terminate or suspend the Services being provided under this Agreement upon written notice to Client in the event of breach of any term or condition of the Agreement. In addition, if Client ceases to pay any charges associated with any Services, terminates or suspends its business operations, is insolvent, or enters into bankruptcy or receivership (voluntarily or involuntarily), Company may suspend or terminate the Agreement upon written notice to Client. Company is not responsible for damages that may result due to suspension or termination of services by Company due to Client non-payment of fees.
3.7 For the avoidance of doubt, it is intended by the Parties that the MSA remain in effect during any period in which there is an active SOW. Stated another way, one or more individual SOW’s may be terminated without terminating the MSA, but the MSA may not be terminated without terminating all Services under all SOW’s executed thereunder. If either party terminates this Agreement, Company may assist Client in the orderly termination of services, including timely transfer of the services to another designated provider. Client agrees to pay the actual costs of rendering such assistance. Company will not retain any data stored for Client after the Termination Date, unless required to retain by law.
4. Support, Point of Contact Requirements, and Cooperation:
4.1 Company will provide reasonable quantities of telephone or on-line support during normal support hours as more fully described in the Statement of Work. Client understands and agrees that Statement of Work may be required for Support Services outside of Client’s chosen support level, if any, and that such support may require Client to pay additional professional fees. Client will supply a primary and a backup support contact, who must be a full-time employee of Client, knowledgeable and trained to make support calls, receive responses, and coordinate and facilitate the support services.
4.2 During the Term, Company will make recommendations from time to time regarding security products and services for Client, in line with reasonable best IT and security practices, including risks associated with various solutions. However, responsibility to accept, reject, or change such solutions ultimately resides with the Client, not Company. Client understands and agrees that no security solution is 100% faultless or perfect in all situations, that failure to implement Company recommendations could result in a less secure IT environment, and that implementation of the Services under this Agreement is not a guarantee that security incidents or breaches will not occur. Company may, in its discretion, request that Client sign a written document reflecting the recommendations that the Client has or has not elected to implement, and such document will serve as express evidence of solutions not implemented by Company.
4.3 Cooperation. Client shall cooperate with Company with regard to the performance of Company’s obligations hereunder, including (without limitation):
(a)Providing to Company such information, data, access to premises, remote access to Client’s System, management decisions, approvals, and acceptances as may be commercially reasonable to permit Company to provide the Services;
(b)Acquiring for Company throughout the Term, at Client’s expense, all rights and privileges (including, at a minimum, applicable application program and software licenses, maintenance and support privileges (including telephone support privileges) from Master Services Agreement -Ver. 21/4/1
the applicable licensor(s) or vendor(s) necessary for Company to use, on behalf of Client, the application programs or any other software which is reasonably necessary to provide the Services and to install such application programs or such other software on the System, workstations, or servers, as appropriate.
(c) Unless otherwise stated in a SOW, all Services will be performed on a schedule, and in a prioritized manner, as determined by Company. Company will work together with the Client to set a reasonable timeline for the Services. Any delays in approvals or payment, or changes to plans or materials will alter this timeline. Under no circumstances will Company be responsible or liable in any matter for delays and changes to the timeline arising out of or due to any unforeseen circumstances that are not in its control or are the result of actions or inactions of Client.
(d) Client agrees to notify Company as soon as practicable regarding IT issues (including installation or deinstallation of equipment, hardware, or software) that require Company resolution. Client understands that failure to notify Company promptly regarding IT issues and/or Client personnel attempting to install or deinstall items or fix an issue without Company guidance (i.e. self-help) could worsen an IT problem and make it more difficult and time consuming to fix, deinstall, or install hardware, software, or equipment.
(e) Client shall authorize Company and its employees, contractors, agents, and representatives to access all devices, peripherals, computers, hardware, and software (whether, owned, leased, or otherwise controlled by Client) that are connected to System for the purpose of providing the Services to devices covered by any SOW. Client understands that devices not connected to the internet or otherwise accessible to Company may not receive updates, patches, and other Services until such devices are made available to Company.
5. Internet and Equipment:
5.1 The Services require a reasonable internet connection and Client is solely responsible for procuring and maintaining telecommunications and internet services from a third-party provider. Client understands and agrees that Company is not responsible for any interruptions in service, downtime, speed issues, or other problems involving Company’s internet connection.
5.2 Company may provide Equipment, in support of the provision of Services, and Company grants Client a non-exclusive, non-transferable, limited license to use the Equipment in accordance with this Agreement. Client understands and agrees that Company provided, or owned equipment must be serviced only by Company personnel or a third-party specifically selected and authorized by Company. In the event that that Company determines that a third-party has serviced or otherwise modified the equipment without Company’s authorization, Company may, in its discretion (1) charge Company’s normal hourly rates for any Company Services needed to fix issues related to the equipment; (2) remove the equipment device from the scope of Client’s Managed IT agreement coverage, if applicable, as well as any warranties provided by the Company on such equipment, if applicable; and/or (3) require that Client pay the full replacement costs for such equipment. If Client is supplied with Company-owned Equipment, Client agrees to acquire and maintain, at its sole cost, insurance for the full replacement value of that Equipment. Company must be listed as an additional insured on any policy acquired and maintained by Client under this Agreement, and the policy will not be canceled or modified during the term of the applicable SOW without prior notification to Company. Upon Company’s reasonable request, Client agrees to provide proof of insurance, including proof of payment of any applicable premiums or other amounts due under the insurance policy.
5.3 For Client- owned equipment, Company will take no responsibility of ownership but will offer support services as set forth in this agreement. Client agrees to give Company access during regular business hours, or at any time in the event of an emergency, to service or remove the Equipment at Company’s sole discretion. Loss, theft or physical damage to the Equipment is Client’s responsibility. Upon termination of this Agreement by either party, Client agrees to return Equipment in good condition, reasonable wear and tear excepted, to Company within thirty (30) days of the disconnect date, unless an earlier date is specified by Company in the notice of Termination. If the Equipment is not returned within the specified time period, Client will be charged an “Equipment Non-Return fee”, calculated as the depreciated value of all hardware related to this Agreement plus the Company’s standard markup on the sale of the equipment.
5.4 Unless otherwise stated in a SOW, all hardware, software, peripherals or accessories purchased through Company (“Third-Party Products”) is nonrefundable once the applicable purchase order is placed in Company’s queue for delivery. Company will use reasonable efforts to assign, transfer and facilitate all warranties (if any) and service level commitments (if any) for the Third-Party Products to Client, but will have no liability whatsoever for the quality, functionality or operability of any Third-Party Products, and we will not be held liable as an insurer or guarantor of the performance, uptime or usefulness of any Third-Party Products.
5.5 Upon termination of this Agreement or applicable SOW for any reason, Client will provide Company with access, during normal business hours, to Client’s premises or any other locations at which Company-owned equipment or software is located to enable Company to remove all Company equipment, hardware, software, and similar items from the premises. If Client fails or refuses to grant Company access as described herein, or if any of the Company equipment, software, hardware, or other items are missing, broken or damaged (normal wear and tear excepted), Company may invoice Client, and Client shall immediately pay, the full replacement value of any and all missing or damaged items.
6. Restrictions on Use:
Client and its Users agree that they will not:
6.1 Use the Service in a manner that violates any applicable local, state, federal or international law, order or regulation.
6.2 Take part in any fraudulent activities, including impersonating any person or entity or forging anyone else’s digital or manual signature.
6.3 Invade another person’s privacy, stalk, harass, or otherwise violate the rights of others.
6.4 Post, transmit, or distribute content that is illegal, threatening, abusive, libelous, slanderous, defamatory, promotes violence, or is otherwise offensive or objectionable in Company’s sole discretion.
6.5 Restrict, inhibit, or otherwise interfere with the ability of any other person to use or enjoy the Services, including, without limitation, by posting or transmitting any information or software which contains a virus, lock, key, bomb, worm, Trojan botnet, cancelbot, or other harmful feature.
7. No Hire or Interference:
The Client agrees that at all times while Client is employing the services of and for twelve (12) months after the contract period terminates, the Client will not solicit, hire, retain (including as a consultant) any Company employee or independent contractor or any former employee or independent contractor who has left employment or contract within twelve (12) months prior to such hiring. This Section does not prevent Client from hiring or soliciting any employee, independent contractor, or former employee or independent contractor of the Company who responds to a general solicitation that is a public solicitation of prospective employees and/or independent contractors and is not directed specifically to the employees or independent contractors of Company.
8. Use of Client’s Name for Marketing Purposes:
Client agrees that Company may use Client’s company name in conjunction with a client list that may appear in Company’s printed marketing material, electronic documents and/or similar presentations on the Internet, provided that any such client list is utilized by Company solely for general marketing purposes in the ordinary course of Company’s business, and also includes the names of representative clients of Company in addition to Client. Client will also add a SEO link to its website indicating that Company provides its IT services, if requested by Company.
Each party shall treat the information received from the other party that is designated as confidential or otherwise so identified, and/or any information that by its form, nature, content or mode of transmission would to a reasonable recipient be deemed confidential or proprietary (“Confidential Information”) as and not disclose or use such Confidential Information except in the performance of this Agreement. Each party agrees to use the same degree of care that it maintains with regard to its own information of similar or like importance. Company designates the Services, all information relating to the Services and the financial terms of this Agreement as Confidential Information. Both parties shall: (i) restrict disclosure of Confidential Information to employees and agents solely on a “need to know” basis; (ii) advise employees and agents of their confidentiality obligations; (iii) protect the confidential information of the disclosing party in the manner the disclosing party would protect such information; (iv) notify the other of any unauthorized possession or use of that party’s Confidential Information as soon as practicable after receiving notice of same; and (v) if either party is legally compelled in any litigation, administrative, or similar proceeding to disclose the other Party’s Confidential Information, such party shall immediately notify the other Party and reasonably cooperate with the other Party to seek a protective order for such Confidential Information, at the other Party’s expense. Notwithstanding the foregoing, neither party shall be obligated to preserve the confidentiality of any information which: (i) was previously known; (ii) is a matter of public knowledge; (iii) was or is independently developed by the recipient; (iv) is released for disclosure with written consent; (v) is received from a third-party to whom the information was disclosed without restriction; or (vi) disclosed by the non-receiving party to other persons without similar restriction.
10. Third-Party Products and Title:
To the extent that Client has ordered services or products provided by a Third-Party as part of the Services (g. firewall), Client acknowledges such Third-Party Services or Products may require Client to accept an End User License Agreement (EULA) or other third-party services agreement and that such agreement is a binding agreement between such third-party provider and Client. Company retains all right, title, copyright, patent, trademark, trade secret and all other proprietary interests to all Services and any derivatives thereof. No title, copyright, patent, trademark, trade secret or other right of intellectual property not expressly granted under the Agreement is exchanged between the Parties.
11. Minimum System Requirements, Updates, and Patches:
11.1 At all times, all software on the System must be genuine and licensed, and Client agrees to provide us with proof of such licensing upon our request. If we require Client to implement certain minimum hardware or software requirements in a SOW (“Minimum Requirements”), Client agrees to do so as an ongoing requirement of us providing our Services to Client.
11.2 If patches and other software-related maintenance updates (“Updates”) are provided under a SOW, we will install the Updates only if we have determined, in our reasonable discretion, that the Updates will be compatible with the configuration of the System and materially beneficial to the features or functionality of the affected software or hardware. We will not be responsible for any downtime or losses arising from or related to the installation or use of any Update, provided that the Update was installed in accordance with the manufacturer’s or applicable vendor’s instructions.
Company and Client will each maintain, at its own expense, reasonable insurance necessary to cover the Party, its assets/property, and employees and contractors. This insurance shall include, at a minimum, the following: (1) general commercial liability insurance with a limit of no less than $1,000,000.00 per occurrence and $3,000,000.00 in the aggregate; (2) workers’ compensation and unemployment insurance coverages as required by any state and federal laws to which each Party is subject; and (3) Cyber Liability insurance with a limit of no less than $1,000,000 per occurrence. All of the insurance policies described herein will not be canceled, materially changed or renewal refused until at least thirty (30) calendar days written notice has been given to the other party.
13. Jurisdiction and Venue:
13.1 This Agreement shall be governed by the laws of the State of Louisiana without reference to its conflicts of law.
13.2 Court. The Company and Client (a) hereby consent to submit to the exclusive personal jurisdiction of any Federal or state court located nearest to St. Tammany Parish, Louisiana if a dispute arises out of this Agreement or any of the transactions contemplated by this Agreement, and (b) hereby waive any right to challenge jurisdiction or venue in such courts with regard to any suit, action, or proceeding under or in connection with the Agreement.
14. Limited Liability and Warranty:
14.1 Company agrees to provide the Services in a professional manner, in line with reasonable industry standards.
14.2 The Services, including all hardware, software, and Third-Party Products are provided “as is” and “as available” without warranty or condition of any kind, including but not limited to the implied warranties or conditions of merchantable quality and fitness for a particular purpose. Company does not warrant that the Services will meet any particular need or that the operation will be error free.
14.3 In no event shall Company be liable to Client or any third-party for any indirect, incidental, special, consequential, exemplary or punitive damages, even if advised of the possibility thereof, including any damages whatsoever resulting from loss of use, data or profits, whether in an action based on contract or tort arising out of or in connection with the use or performance of Services. Client hereby waives any claims and releases Company from any claims arising out of Client’s use of the Services or Company’s provision of the Services to Client, including collection of any data.
14.4 Although Company has taken commercially reasonable steps to provide a secure system within limitations existing in network and computer infrastructure, Company does not warrant or guarantee that communication over the Services will be secure from monitoring or tampering, nor that information stored on any computer connected to the Services will be secure from monitoring or tampering. Because of this, any sensitive or confidential information (such as credit card numbers or other financial information, medical information or trade secrets) sent by Client or Client’s users is at Client’s sole risk and Company shall have no liability whatsoever for any claims, losses, action, damages, suits or proceedings arising out of or otherwise relating to such actions by Client or its Users. Client agrees that the total aggregate liability limit of Company shall in no event exceed the total dollar amount which Client paid during the previous six (6) month period for the Service that gave rise to the claim.
14.5 Under no circumstances will Company be responsible for any data lost, corrupted or rendered unreadable due to (i) communication and/or transmissions errors or related failures, (ii) equipment failures, including, but not limited to, silent hardware corruption-related issues, or (iii) Company’s failure to backup or secure data from portions of the System that were not expressly designated in the applicable SOW as requiring backup or recovery services, or for which backup or recovery services were not purchased. Unless expressly stated in a SOW, Company does not warrant or guarantee that any maintained storage device or functionality, data backup device or functionality, or load balancing functionality will operate in a completely error-free manner.
15. Indemnity: The above indemnities are contingent upon: (i) the indemnified Party providing prompt notice of any claim of infringement and assistance in the defense thereof, (ii) the indemnifying Party’s sole right to control the defense or settlement of any such claim, provided that the settlement does not require a payment or admission of liability on the part of the other Party, and (iii) the indemnified Party not taking any actions or failing to take actions that hinder the defense or settlement process as reasonably directed by the indemnifying Party.
16.1 All notices hereunder shall be delivered to the other Party identified in the Agreement either personally, via certified mail, email, or overnight courier. If delivered personally, notice shall be deemed effective when delivered; and if delivered via certified mail or overnight courier, notice shall be deemed effective three days after mailing. If delivered via email, such notice is deemed effective on the time and date a return email confirming receipt is sent by Company or Client (as applicable), and both parties agree to send return receipts within two (2) business days of receipt of an applicable email. Electronic signatures have the same legal effect as a physical signature to the maximum amount allowable under applicable state law.
16.2 Client acknowledges that the Services are subject to control under U.S. law, including the Export Administration Regulations (15 CFR 730-774) and agrees to comply with all applicable import and export laws and regulations.
16.3 Should any clause, term or condition of this Agreement be or become illegal or impossible to perform because of a law or ruling of any controlling governmental agency in the Territory, such clause, term or condition shall be viewed as separate from the remainder of this Agreement, which shall be valid and binding. The failure of either Party to enforce any of the provisions of this Agreement or the waiver thereof in any instance shall not be construed as a general waiver or relinquishment on its part of any such provisions, but the same shall, nevertheless, be and remain in full force and effect. Sections regarding Indemnity, Confidentiality, Title, Limitation of Liability, Termination, and Import Export shall survive termination of this Agreement.
16.4 Neither Company nor Client shall be responsible for a failure to perform due to causes beyond its control, including strikes, riots, terrorism, earthquakes, epidemics, wars, theft, fires, floods, weather, acts of God, or strikes that make it impossible or commercially impractical to perform (“Force Majeure Event”). In the event of such an Force Majeure Event, performance (other than payment of fees) will be excused for the duration of the Force Majeure Event. In the event that a Force Majeure Event exceeds ninety (90) days, either party may, by written notice to the other party, terminate this Agreement.
16.5 This Agreement, including any Statement of Works, constitutes the entire agreement between the parties relating to its subject matter and can only be modified by a writing signed by authorized officers of Company and Client. Client shall not assign, transfer, or delegate (including via merger, acquisition, reorganization, or transfer of 51% or more of the ownership interests or assets of the Company) any interest, obligation, or right under this Agreement without the prior written consent of Company. Subject to the foregoing, this Agreement shall be binding upon and inure to the benefit of the parties and their successors or assigns.
Scalability and License Adjustment Clause:
17.1 During the term of this Master Services Agreement (MSA), the client may request to add licenses as needed, subject to the conditions below. Licenses are defined as any count of monthly reoccurring revenue product or service the company provides.
17.2 The client shall have the right to add licenses to their existing license count specified in the original signed contract. However, the client shall not have the right to deduct licenses below the original signed contract count.
17.3 All additional licenses added shall be considered as part of the original MSA and subject to the terms and conditions outlined herein.
18 License Adjustment Provision:
18.1 The client shall submit their request for additional licenses in writing via email or by raising a ticket through the designated ticketing system.
18.2 The company shall notify the client in writing, confirming the approved license count and any associated changes to the billing amount.
18.3 When additional licenses are added, the per-user billing amount for the client shall be automatically adjusted on the next billing cycle after the addition.
18.4 The adjusted billing amount shall be calculated based on the updated license count and the pricing structure outlined in the original signed contract.
18.5 In the event that the client requests a substantial quantity of additional licenses, the company may, at its discretion, request the client to enter into a new master agreement to accommodate the increased scope.
18.6 The determination of what constitutes a substantial quantity shall be made by the company based on its operational capacity and resource availability.