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The TIME & MATERIALS SUPPORT PRODUCT ("T&M") provides the
customer with support resources as requested and as managed by the customer. The T&M product allows the customer maximum control over their
support needs.
The T&M service product level is primarily for customers who are hobbyists; or customers who are technically proficient
enough to manage their own technical support risks.
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The T&M product is for all services not covered under a Software
Support Service Agreement.
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The T&M product is available during
regular business hours of 9am to 5pm, Monday through Friday, excluding holidays.
Unlike an "SSS" contractual support agreement,
the T&M Service Product does not express, imply,
nor represent in any measure, a
contracted commitment to the availability of the product,
nor to any specified response time.
Contracted support customers and prior commitments take precedence
over T&M product service requests.
Should emergency T&M support be required, services
may be available on a per incident
EMERGENCY RESPONSE UPGRADE basis.
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SOFTWARE UPDATES - The T&M product does not provide non-requested updates. |
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SOFTWARE FEATURE ENHANCEMENT NOTIFICATION
The T&M product does not provide non-requested updates. |
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SOFTWARE OPERATIONAL HINTS & TIPS - The T&M product does not provide non-requested updates. |
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ANNUAL ACCOUNT REVIEWS - The T&M product does not provide non-requested reviews. |
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REMOTE SOFTWARE SUPPORT - At the customer's request, the T&M product can be administered from a remote location. This option serves to minimize the expense to the customer. T&M customers are subject to the minimum per incident billings policies. |
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ON-SITE CONSULTATION - If desired the customer can request that all work be performed on-site. The on-site options would necessitate travel charges at the published rates. T&M customers are subject to the minimum per incident billings policies.
(http://www.prontostech.com/Services/services.html) |
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SPECIAL PRODUCT FEATURE ENHANCEMENTS - The T&M product does not provide non-requested updates. |
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ANNUAL DATA UPDATES - The T&M product does not provide non-requested updates. |
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DOCUMENTATION - As a standard function of the T&M product the customer will receive post-incident reports so that management can stay informed of their support issues. |
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HOURLY LABOR RATES - The T&M product is billed at the published rates and terms. PT reserves the right to
modify its rates and terms without notice. T&M customers are subject to the minimum per incident billings policies.
(http://www.prontostech.com/Services/services.html) |
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MINIMUM PER INCIDENT FEE - The T&M product is billed on a minimum per incident/call fee rate. This minimum fee rate is billed at the published rate. |
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EMERGENCY & TIME SPECIFIC RESPONSE UPGRADES - The T&M product provides for a per incident Emergency Service Upgrade Fee. This upgrade feature is an additional expense independent of the hourly T&M fee and travel charges. With an Emergency Response Upgrade you can receive a guaranteed commitment of when your T&M issues will be responded to. This product feature may not be available for all circumstances as deemed solely by PRONTOS TECHNOLOGIES.
(http://www.prontostech.com/Services/services.html) |
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Customer is responsible for managing any initiation of service requests to PT.
The Customer is responsible for maintaining a procedure external to the PRONTOS
products for the reconstruction of lost or altered files, data, or programs to the extent deemed necessary by Customer, and for the actual
reconstruction any lost or altered files, data, or programs.
Customer is responsible for the safeguarding of its proprietary, confidential,
and classified information.
Customer is responsible for the protection and safeguarding of any and all
proprietary, confidential, and classified information of PRONTOS TECHNOLOGIES software products including, but not limited to; source code,
executable code, screen designs, report designs, system designs, internal system functions, internal design features, support communications,
documentation, and training materials.
Customer is responsible for providing the on-site resources necessary for the
remote support of the PRONTOS Software, such as, but not limited to, telephone lines and modems.
The customer shall designate and provide for a PRONTOS SYSTEM ADMINISTRATOR to
coordinate support communications with PT. Said PRONTOS SYSTEM ADMINISTRATOR shall be the primary contact for communications with PT.
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Unless otherwise stated in writing by PT, the Customer shall pay all invoices
issued under this Agreement within thirty(30) days from the date of invoice.
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NO WARRANTY IS EXPRESSED OR IMPLIED.
PRONTOS TECHNOLOGIES("PT") SPECIFICALLY DISCLAIMS ANY IMPLIED
WARRANTIES OF MERCHANT ABILITY AND FITNESS FOR A PARTICULAR PURPOSE.
THE REMEDIES PROVIDED HEREIN ARE CUSTOMER'S SOLE AND EXCLUSIVE REMEDIES, PT
SHALL NOT BE LIABLE FOR ANY DIRECT, INDIRECT, SPECIAL, INCIDENTAL, OR CONSEQUENTIAL DAMAGES, WHETHER
BASED ON CONTRACT, TORT OR ANY OTHER LEGAL THEORY.
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- PT reserves the right to withhold without liability but with prior written notice any
services authorized by the Customer under this agreement if the Customer is delinquent in payment for any services.
- T&M customers are subject to the minimal per incident billing policies.
- PT's failure to exercise any of its rights here under shall not constitute or be deemed
a waiver or forfeiture of such rights.
- Stenographic, typographical, and clerical errors are subject to correction.
- No U.S. Government procurement regulations shall be binding on either party unless
specifically agreed to in writing.
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-END OF DOCUMENT-
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rev. 05/27/2003
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PRONTOS TECHNOLOGIES TIME & MATERIALS SUPPORT PRODUCT 
