This document outlines the terms and conditions, service descriptions, and service levels for Node4's End User Support and Service Management. This managed service provides scalable user-based support, including a service desk, incident, problem, request, and change management. It defines key terms such as 'Authorised Representative,' 'Change Request,' 'Desktop Device,' and 'End Users,' clarifying the scope and responsibilities of both Node4 and the client.
The document details specific terms regarding client data, third-party liabilities, and fees, including on-boarding and recurring charges. It specifies the various support hours available (Bronze, Silver, Gold) and the services provided by the Service Desk, such as incident and request management, problem resolution, and change control. The document also covers major incident support and VIP support options. Exclusions from the service and the conditions for service credits are also outlined, ensuring clarity on service performance and potential compensation.
