Support packages Terms
Period of Performance
Services period is 12 months after the onboarding to Noventiq Support tool (ITSM) and support portal.
Scope Of Work
Infrastructure In Scope
Noventiq provides its customers with basic support for Microsoft products purchased within CSP agreement.
Azure
Microsoft 365 + Enterprise Mobility & Security
Services In Scope
Reactive services – provided as a package of support tickets for the following technology stack:
Azure Compute
Azure DB
Azure Networks
Azure DevOps
Azure Apps & Automation Support
Azure Storage Support
Azure Key Vault Support
Azure Virtual Desktop
Data & AI Services
Cloud Security
OS support
Azure Entra
Office 365 Admin center & Exchange Online
Microsoft 365 apps
Microsoft Teams
Power Platform
Microsoft Intune
Azure Defender for Endpoint
Out of Scope
Any infrastructure components & services activities listed explicitly under “Scope of Work” section above shall be treated as outside of the scope of this engagement. Out of scope services includes but not limited to…
Application Security Monitoring & Incident Resolution
Application Design, Code Development, Integration & Deployment
Application Functionality, Vulnerability & Performance Testing
Application Code Repository Management
Application Release Process Management
Application Database Development & Integration Activities
On-premises Infrastructure (Server/VMs, Application, Database, Network etc) Development, Deployment, Integration.
Noventiq will not administer databases or other services hosted in the public cloud that are not described in this document.
Deployment, Custom Development, Integration, Migration and Management.
Sharing Noventiq Internal & Proprietary Build, Deployment, Migration, Integration & Management Procedures, Templates & Scripts.
Any feature, functionality, or scope not covered and/or explicitly not declared under “Scope of Work” of this Statement of Work is considered out-of-scope.
On-site and/or Dedicated Service Delivery Resources
End User & Desk Side Support
Hardware and Network Support.
Customizations and Development of Teams platform
Creating Chatbots.
On-Premises Active Directory Integration.
Third-Party App Integrations with M365 and Teams.
In the event the Customer requires Noventiq to engage in any Out-of-Scope infrastructure components & services activities, Managed Services Provider (MSP) & Client Service Delivery Managers must initiate Service Scope Change Request (SSCR) and stablished mutually agreed & signed SoW addendum prior engaging Noventiq for such activities.
Client Responsibilities
Access
The Client must accept Marketplace offer or provide Delegated admin privileges (GDAP) for Noventiq team to provide support and to enable an option to escalate tickets to Microsoft (if included in scope).
Internal User Communication
The Client shall be solely responsible for notifying its end clients as to any maintenance window and access restrictions to the systems or services while Managed Services Provider (MSP) maintenance is in progress.
Product Vendor Support Contracts
In the event that Noventiq is not able to handle the issue, Noventiq will raise the case to Microsoft from the bucket of tickets/hours agreed as part of the commercial construct of the deal.
Resolution SLAs do not apply for those cases that are escalated to vendor technical support, hardware vendors, Internet Service Provider (ISP), cloud platform provider, or third-party vendors, as well as connected devices/resources that are outside of the Noventiq support scope as described in this Service Description
Client shall procure any/all product vendor support that may be required to deliver the Managed Services within the above referenced SLA guidelines. Managed Services Provider (MSP) is not responsible for any delays or lack of performance due to lack of inadequate vendor support.
Client shall promptly provide copies of all product vendor support SLAs and vendor support credentials procured from product vendors to the Managed Services Provider (MSP) team. Managed Services Provider (MSP) is not responsible for any failures in the performance of its obligations hereunder that arise out of Client’s failure to provide vendor support SLAs and vendor support credentials.
Client Reviews/Feedback/Approval
The client shall be responsible for prompt review of Reports and prompt provision to the TAM of appropriate information and feedback as to the Services being provided. The client shall at all times fully cooperate with Managed Services Provider (MSP) and shall keep MSP timely apprised of all information relevant to the successful rendering of the Managed Services and any other obligations hereunder.
The client understands and agrees that any delay in providing such information to the TAM may result in delays for which Managed Services Provider (MSP) shall not be liable. Failure by Client to timely notify Managed Services Provider (MSP) of concerns arising out of the Managed Services, whether identified in the Status Reports, Customized Reports or otherwise shall be deemed an acceptance of such Services by Client.
Commercials
Noventiq Global Support Services price is computed for number of Incidents raised in a particular period of 12 months only. All service support purchased as part of this Agreement shall be provided with a right of support for the purchased amount of tickets for every twelve calendar months of service. At the end of 12 month period all unutilized service support tickets shall not be refundable, are non-transferrable and shall not be carried forward. If the Customer request to discontinue the Support Service during the Support Service Period, the refund, if any, shall be prorated based on the number of tickets utilized as of the request date.
Any new solution build and deployment requirement including but not limited to application modernization and innovation will be a separate engagement and scope of work, efforts & cost will be shared with client separately as and when required.
Any onsite Travel and related Expenses will be paid by the Customer at actual cost. Noventiq will provide itemized billing for all incurred expenses.
Additional or incremental deliverables may require additional budget and will be handled on a case-by-case basis via a Change Order or a new Statement of Work.
Out-of-Pocket Expenses / Invoice Procedures
Client will be invoiced all costs associated with out-of-pocket expenses (including, without limitation, costs and expenses associated with meals, lodging, local transportation and any other applicable business expenses) listed on the invoice as a separate line item. Reimbursement for out-of-pocket expenses in connection with performance of this SOW, when authorized and up to the limits set forth in this SOW, shall be in accordance with Client’s then-current published policies governing travel and associated business expenses, which information shall be provided by the Client Project Manager. The limit of reimbursable expenses pursuant to this SOW is estimated to be 15% of the fees unless otherwise authorized in writing and agreed to by both parties via the project change control procedure outlined within.
Assumptions
Client shall designate a person OR persons to whom all Noventiq may be addressed and who has the authority to act on all aspects of the Services.
Client shall provide reasonable access to computer equipment, facilities, workspace, and telephone for Noventiq resources use during the Service.
Unless otherwise agreed to by the parties, Client shall respond within two (2) business days to Noventiq’s request for documentation or information needed for the Service.
Client acknowledges that Noventiq’s obligation is only to aid Client with respect to the tasks detailed in this Service In-Scope Description, and that such assistance may not result in some, or all tasks being completed.
Client acknowledges that Noventiq is providing Services to assist Client in support of the initiatives and activities described herein and shall not assume any cost or schedule liability. Client is the governing authority of all activities and project directives and retains full responsibility for the leadership, review, and approval of actions taken and deliverables completed by Noventiq in support of Client.
Noventiq will provide support for any End-of-Life Infrastructure Product/Service on best efforts bases, Noventiq provided service SLA doesn’t cover non-availability, performance and/or functionality issue of such applications used by the Client in Azure.
Full details
Full details can be found in the document below: Global Support Services - MY.pdf
Noventiq Support