PRO Computer Consulting Normal Service Hours

  * Normal business hours are 8:00 am to 6:00 pm Monday through Saturday.

  * After-hours and emergency service is included, at no extra charge, for Clients with Annual
     Service Agreements

  * After-hours and emergency service is available at an hourly rate premium for Clients not on an    Annual Service Agreement.

  * Desktop Support -- Including end user training, software updates and upgrades, hardware      upgrades, new workstation installations and new peripheral equipment installations.

  * Server/LAN/WAN Support -- Including administrator/internal guru training, software updates and     upgrades, hardware upgrades, new peripheral equipment installations and e-mail and user/group     account setup

  * Dedicated Project Manager -- Client will be assigned one main contact person at PRO Computer      Consulting

  * Priority Response Time for Emergencies -- Emergency calls will be responded to within 60      minutes during normal business hours. After-hours emergencies will be responded to within 2 hours.      For after- hours emergencies see contact information below

  * Access to PROCC's network of local IT partners and contractors -- Client will have access to      PRO Computer Consulting's specialty contractors and vendors for project work

  * Quarterly Planning Session -- PROCC and Client will meet on a quarterly basis to determine      schedule and project work for the coming quarter/year. The first hour of this quarterly meeting will be      at no charge to the Client (a $200 value per year).

  * Annual IT Audit -- PROCC will provide Client with an Annual IT Audit assessment and report
    (a $300 value per year). For more information contact us.

   PRO COMPUTER CONSULTING Scope of Services:

  * PRO Computer Consulting is Clients' main point of contact for all systems on the network.

  * If PROCC is unable to remedy a problem, then PRO Computer Consulting will work with the     appropriate   outside vendor until a resolution is reached. Client understands that additional expenses     may be incurred   when an outside vendor is brought in to solve a particular problem and agrees to     reimburse PRO Computer Consulting for any such expenses plus a 15% management fee

   Standards of Professional Conduct:

  * PRO Computer Consulting agrees to treat Client and Client's employees with respect at all times,      especially during times of business crises. In return, PRO Computer Consulting expects the same      treatment   from Client and Client's employees for PRO Computer Consulting's employees,      contractors and vendors.

    Peak Demand Periods:

  * Client recognizes that PRO Computer Consulting's employees and contractors are not full-time      employees   of Client and at no time should be treated as such.
  * PRO Computer Consulting will make its best efforts to respond to Client's needs within the time frame      stated above.
  * Client understands that there may be occasional times of peak demand when PRO Computer      Consulting forced to have to make extremely difficult decisions and triage Client's needs according to      the severity of business impact. For more information contact us.

    Loss of Service:

  * Client recognizes that PRO Computer Consulting makes every attempt to select the most reliable      systems.
  * Client understands that unless Client has an unlimited IT budget, it's impossible for PRO Computer      Consulting to guarantee zero downtime.
  * The SLA is based on PRO Computer Consulting's best efforts, within Client's IT budget, to keep      Client's system up and running efficiently and cost-effectively. Learn more...