This document outlines the terms and conditions, service description, and service levels for Node4's onsite support service. It should be viewed in conjunction with the associated Order Form, Node4’s General Terms and Conditions, and the Acceptable Use Policy. The service provides a contact for end-users and service recipients at a client site, covering support for desktop devices, new user setups, desk moves, hardware support, fault diagnosis, and more.
The document details specific terms regarding client data ownership and Node4's liability, as well as terms related to third-party contracts. Fees for the service commence upon activation and may include recurring fees and charges for additional support tasks. The client is responsible for providing appropriate access, equipment, and space for the onsite resource. Service credits are available if incident resolution targets are not met, with specific calculations and exclusions outlined in the document.
