PSA License
The Professional Services Automation (“PSA“) License is intended to provide internal I.T. departments access to a pre-configured platform for service management and ticketing. The PSA license allows internal I.T. teams to manage support requests, track SLA performance, and deliver closed-loop communications to end-users.
1. Application of Services, Inclusions, and Exclusions
The application of Services, Inclusions, and Exclusions as detailed below is determined by the level of service for Computers and Servers as well as the type of service delivered. See Application of Services for details.
2. Response Time
Service Provider will provide the following service level agreement (“SLA”) for the Term of this Agreement: 10hr 9×5 NBD. The SLA is defined as follows:
- 10hr: Response to all standard service requests within ten standard operating hours; and response to all emergency service requests within five standard operating hours.
- 9: Nine hours of technical support availability during our standard hours of operation.
- 5: Five days of technical support availability during our standard hours of operation.
- NBD: If on-site service is required, a resource will be dispatched to Customer’s office location prior to the close of business the next day during our standard hours of operation.
3. Platform Limitations
Service Provider delivers a PSA license to Customer for licensed users. Due to the resale structure of the license between the licensing vendor, Service Provider, and Customer, Customer may not have access to all administrative functions of the licensed product. Unless otherwise listed as an included service under 5. Services (Included), all other Services, including technical support for administrative functions to which Customer does not have access, are excluded from this Agreement and excluded from the cost of this Agreement.
4. License
Due to limitations and restrictions within the Apple macOS operating system, some Services may not be available to macOS devices. To indicate which platforms a Service is applicable to, the following identifying icons will appear next to the Service:
Service is available for Microsoft Windows devices.
Service is available for Apple macOS devices.
5. Services (Included)
Service Provider delivers Services to Customer for users listed as part of this Agreement. The following Services are listed as inclusions to this Agreement and are included in the cost of this Agreement
5.1 PSA User Account Management
Upon request by Customer to Service Provider, Service Provider adds/removes Customer users to/from the PSA platform. PSA user account management is limited to remote delivery during Service Provider’s operating hours and does not include field support or travel to Customer’s business location. See Service Availability for operating hours information.
6. Out of Plan Services (Excluded)
Unless otherwise listed as an included service under 5. Services (Included), all other Services are excluded from this Agreement and excluded from the cost of this Agreement. Service Provider may deliver Out of Plan Services to Customer at rates set forth in Standard Labor Rates. The following is a list of common services excluded, without limitation, from this Agreement, regardless of any statement that the Service is included in the cost of the Agreement:
6.1 Help Desk Support
Service Provider delivers remote technical support to fulfill Customer service requests. Support is limited to remote delivery during Service Provider’s operating hours and does not include field support or travel to Customer’s business location. See Service Availability for operating hours information.
6.2 Project Services
Service Provider delivers planning, implementation, installation, and integration services that add or increase functionality or capacity of, or replace existing hardware or software within, Customer’s technology infrastructure. This includes, but is not limited to, new hardware or software installation, existing hardware or software replacement, major hardware or software reconfiguration, and hardware or software upgrades. If none of the aforementioned examples apply, and it is unclear whether a service request is to be considered a standard Help Desk Support request or a Project Services request, the determination is made by the amount of time required to complete the entire scope of the request. If the request will require more than two hours of Service Provider’s time to coordinate and fulfill, the request is considered Project Services.
7. Third Party Products
Service Provider provides products or services from third parties in connection with the aforementioned Services. The following is a list of third parties used in connection with the Services and their respective terms and conditions to which Customer accepts and agrees:
- ConnectWise Manage: https://www.connectwise.com/company/legal
Changelog
| Date | Previous Language | New Language |
|---|---|---|
|
07/01/2022 |
– |
[Original Publishing] |
|
08/25/2025 |
– |
Corrected the Standard Labor Rates hyperlink under 6. Out of Plan Services (Excluded) |