System Support Agreement

1. Contract Length
1. This System Support Agreement automatically renews annually and will be billed automatically for subsequent years. Invoices will be sent in advance of your renewal date and need to be paid before your contract expires. Please call us with any questions.
   
2. Services Included
1. Remote support for problems or questions regarding the system components provided by NE Time Systems
2. Research time spent on problem diagnosis
3. Time spent resolving problems with the system components provided by NE Time Systems
4. Updates within the current software version
5. Minor configuration changes
6. Retraining when personnel turnover occurs
7. Repair or replacement of either failed equipment or failed components compromised under normal use
1. Depot equipment exchange is provided for clock locations outside a 45 mile radius of our office in Lancaster, PA. In order to minimize customer downtime, NE Time Systems will provide shipping within one business day of notification.
2. On-Site equipment service is provided for clients within a 45 mile radius of our office in Lancaster, PA, when deemed necessary by NE Time Systems. Work will be performed during normal support hours of 8:30 AM and 4:30 PM.
3. Services Billable Separately
1. Time spent assisting the client's IT staff/consultants with resolving problems caused by changes in the technology infrastructure of the client environment
2. Consulting time and travel
3. Reimplementation - configuration changes requiring dedicated project related resources
4. On-site Training
5. Moving and/or re-installing equipment provided by NE Time Systems
6. Migration of software or a database from one server to another
7. Repair or replacement of equipment damaged due to abuse, misuse, or acts of God, or operation in an unapproved environment
4. Technical Support Hours
1. Monday through Friday from 8:30 am until 4:30 pm. Excluding Saturday, Sunday & Holidays.