Service Agreement

1. Scope of service

Smartech LLC provides remote subscription IT support to the contracting company. The subscription covers remote help desk, patch management, Microsoft 365 or Google Workspace administration, employee onboarding and offboarding, antivirus alert response, incident containment, backup configuration and verification, inventory and documentation, a ticket tracking portal, and a monthly status report.

The Core and Uptime plans include exactly the same services. The difference between them is the staffed support window and the committed response time.

2. Support hours and response time

Automated monitoring runs continuously, 24 hours a day, and acts on what it detects. Attention from a person on the Smartech team operates within the hours of the contracted plan:

• Core — Monday to Friday, 8:00 a.m. to 4:00 p.m. Puerto Rico time. Response time: 4 hours within schedule.
• Uptime — Monday to Friday, 8:00 a.m. to 10:00 p.m. Puerto Rico time. Response time: 1 hour within schedule.

3. Definition of response time

Response time is the commitment that a person on the Smartech team picks up the case, classifies it, and communicates the next step within the stated window. It is not a resolution time: it does not commit that the incident will be resolved within that window.

Resolution time depends on the nature of the incident, on third parties such as internet providers, manufacturers, or cloud platforms, and on the access the contracting company grants us. If we miss the response time, the case escalates automatically inside Smartech and the company receives, in writing, what happened and what we are doing about it. Compliance is logged in the ticket portal and reported in the monthly report.

Requests received outside the plan's hours are handled when the next business window opens.

4. Minimum requirements for the contracting company

The service manages the company's environment, but it does not replace the tools that protect it. The contracting company must maintain, at its own cost:

• Active Microsoft 365 or Google Workspace licenses
• An active licensed antivirus solution
• Contracted storage for backups
• Devices running an operating system within the manufacturer's support period

5. What falls outside the subscription

The following work is not included and is quoted as a separate project, with pricing approved before work begins:

• Cloud, email, file, or tenant migrations
• Servers, network redesign, structured cabling, or new-office setup
• Equipment, hardware, licenses, antivirus, and backup storage costs
• Automations, Power Platform, Apps Script, intranets, or document structures
• Retention, compliance, eDiscovery policies, or user training
• ERP, point of sale, or specialized third-party software support
• Full recovery after a major security incident, or custom software development
• On-site visits, physical installation, UPS, generators, cabling, and redundant links

6. Incident containment

If we detect a security incident, we contain it immediately, isolate what is affected, and notify the contracting company. Containment is included in the subscription. Full recovery afterward is quoted as a project.

7. Third-party licenses

The cost of Microsoft 365, Google Workspace, antivirus, storage, and any other third-party tool licenses is the responsibility of the contracting company and is not included in the subscription. The company may purchase them through Smartech, in which case Smartech administers them, resolves access problems, and gives notice before they expire. Purchasing through Smartech does not change who bears the cost.

8. Pricing, billing, and cancellation

Pricing is calculated per user: the first user pays the full rate and each additional user pays half. Core costs $1,200 per year for the first user and $600 for each additional user on the annual plan, or $140 and $70 per month month to month. Uptime costs $1,600 and $800 per year on the annual plan, or $180 and $90 per month month to month.

The annual plan requires a twelve-month commitment; the discount exists in exchange for that commitment. The month-to-month option can be canceled whenever the contracting company decides, effective at the close of the current billing cycle.

The $500 initial diagnostic is optional and recommended. It is not added automatically to any subscription and is contracted separately.

9. Access and information handling

Smartech maintains administrative access limited to support scope. Every access is logged. Remote connection to a device is documented and the employee sees the session while it happens. When the service relationship ends, Smartech removes its tools and closes the access it was granted.

10. Effect

This Service Agreement is published before contracting and applies to every active Outsourced IT Services subscription with Smartech LLC. Any change is published on this same page. For questions about scope, write to [email protected] before subscribing.