{"id":11349,"date":"2023-08-01T08:23:30","date_gmt":"2023-08-01T12:23:30","guid":{"rendered":"https:\/\/netsurit.com\/en-us\/?page_id=11349"},"modified":"2025-06-25T05:40:36","modified_gmt":"2025-06-25T09:40:36","slug":"support-services-terms","status":"publish","type":"page","link":"https:\/\/netsurit.com\/en-us\/inc\/legal\/support-services-terms\/","title":{"rendered":"Support Services Terms"},"content":{"rendered":"\t\t
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<\/figure><\/div>\t\t\t<\/div>\n\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\tTerms of Service<\/p>
Updated as of June 22, 2022<\/p>
These Support Services Terms of Service (\u201cSupport Services Terms\u201d) govern Client\u2019s use of Netsurit\u2019s Support Services. By subscribing to or using Netsurit\u2019s Support Services, Client agrees to be bound by these Support Services Terms, which are incorporated into the Netsurit Master Service Agreement between Client and Netsurit. Capitalized terms not defined in these Terms of Service have the meaning given to them in the Netsurit Master Service Agreement.<\/p>
SERVICE SUBSCRIPTIONS<\/strong><\/p> Service Subscription Required.<\/strong> The right to use this Service requires that Client is enrolled in a Service Subscription.<\/p> Service Plan.<\/strong> Each Service Subscription has its Service Plan defined by the applicable Order and its Schedule of Services. Managed Services Plan options include:<\/p> SERVICE LEVEL<\/strong><\/p> Monthly Service Hours.<\/strong> Client agrees to a set number of Monthly Service Hours as described in the applicable Order and Schedule of Services. Monthly Service Hours may be used by Client for IT related services. Monthly Service Hours may only be used during Netsurit Business Hours. Unused Monthly Service Hours carry over from month to month for up to NINETY (90) days. Unused Monthly Service Hours expire at NINETY (90) days. If these Services are terminated, the value of any unused Monthly Service Hours will not be credited or refunded to Client. Netsurit will NOT be reachable outside of Business Hours.<\/p> On-Demand Support.<\/strong> Client is eligible to receive on-demand unscheduled support via Netsurit\u2019s telephone support. Support Services are reactionary, not proactive. Netsurit will perform all support as requested and required by Client.<\/p> Account Executive. <\/strong>Netsurit will provide Client with a dedicated Account Executive.<\/p> Client Portal.<\/strong> Client is provided with a Client Portal to create and track service tickets and projects, Services, Agreements, User list, and Monthly Service Hours, and view and pay invoices.<\/p> Guaranteed Response Time.<\/strong> During Business Hours Netsurit will respond to support phone calls within 15 minutes for High Priority issues and will provide Remote Support within FOUR (4) hours of receipt of notification from Client.<\/p> SUPPLEMENTAL SERVICES<\/strong><\/p> If Client has selected Supplemental Services specifics are defined on the Supplemental Services Terms of Service.<\/p> CLIENT\u2019S OBLIGATIONS<\/strong><\/p> Any authorized Client employee may make service requests using the following methods with the related degrees of priority.<\/p>