APPENDIX 3: SAMPLE UC BETWEEN ROCKSOLID IT SERVICES AND ABC COMPUTER CORP

Agreeing parties

RockSolid IT Services represented by the IT Manager.

ABC Computer Corp represented by the Account Manager.

Scope

The ABC Computer Corp agrees to provide the following services to the IT Department of RockSolid Corp:

•  Attend all calls within half a business day of reporting.

•  Replacement for all failed hardware items under warranty or maintenance contract within one business day of fault confirmation.

•  24/7 support for technical and hardware assistance to all mainframes installed in RockSolid Corp.

•  Two ABC Computer Corp service personnel to be available on-site with pager and mobile access between 9 am and 6 pm every business day.

•  Monthly service ...

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