Infrastructure Services Terms and Conditions

Black Line IT has three Monthly Service Agreements options to meet the IT needs of your business:

  1. Time & Materials (T&M) Agreement : A “pay as you go” agreement that allows companies to receive support only as services are requested. Charges for T&M efforts will be billed in 30-minute increments.
  2. Proactive Agreement : Includes some form of recurring, monthly proactive service(s) such as
    hosting, maintenance, or supporting toolsets. Some service offerings are optional and may be included depending on the specific client service agreement, whereas others will be charged on a T&M basis. Any T&M efforts will be billed in 30-minute increments.
  3. All-In Agreement : Inclusive of all service offerings (with the exceptions of some services having limitations) and is also prioritized for support.
    The below table outlines those three Agreement types, along with what services are and are not included to distinguish the differences, and provide transparency regarding expected charges per month.

* Please note, for T&M and Proactive agreements, services that are not included can still be performed, but will be charged at an hourly Time & Materials rate.

Service T&M Proactive All-In
Maintenance
  –  Server/Solution Hosting
  –  Server Check
  –  Backup Check
  –  Backup Verification
  –  Alert System Checks
  –  Infrastructure Maintenance (servers, networking, PCs, etc.)
IT Management
  –  Help Desk Request Management      
  –  Asset Management      
  –  Engineer Coordination      
  –  Support Quality Management      
  –  Dedicated Senior Engineer    
  –  Service Level Agreement (SLA) Level Elevated Priority
  –  IT Policies and Procedures Limited Limited
  –  Technical Documentation Limited
  –  Training (security, application, productivity) Optional Limited
  –  Account Management (meetings, questions) Optional
  –  Technology Recommendations Optional
  –  Business Process Recommendations Optional
  –  Technology Standardization Optional
  –  IT Budgeting, Projections, Timing, Planning Optional
  –  Vendor Coordination Optional
  –  Compliance (SOC, ISO, PCI, etc..) Optional Limited
Support
  –  End-user Support Optional  
  –  Server Support Optional  
  –  Network Support Optional  
  –  Storage Device Support Optional  
  –  Virtualization Support Optional  
  –  Cloud Support Optional  
  –  Data Protection Support Optional  
  –  Security Support Optional  
  –  Phone System Support Optional  
  –  Line of Business/Third-party application support Optional Limited
Service
T&M
Proactive
All-In
Maintenance
  –  Server/Solution Hosting
  –  Server Check
  –  Backup Check
  –  Backup Verification
  –  Alert System Checks
  –  Infrastructure Maintenance (servers, networking, PCs, etc.)
IT Management
  –  Help Desk Request Management
 
 
 
  –  Asset Management
 
 
 
  –  Engineer Coordination
 
 
 
  –  Support Quality Management
 
 
 
  –  Dedicated Senior Engineer
 
 
  –  Service Level Agreement (SLA) Level
Elevated
Priority
  –  IT Policies and Procedures
Limited
Limited
  –  Technical Documentation
Limited
  –  Training (security, application, productivity)
Optional
Limited
  –  Account Management (meetings, questions)
Optional
  –  Technology Recommendations
Optional
  –  Business Process Recommendations
Optional
  –  Technology Standardization
Optional
  –  IT Budgeting, Projections, Timing, Planning
Optional
  –  Vendor Coordination
Optional
  –  Compliance (SOC, ISO, PCI, etc..)
Optional
Limited
Support
  –  End-user Support
Optional
 
  –  Server Support
Optional
 
  –  Network Support
Optional
 
  –  Storage Device Support
Optional
 
  –  Virtualization Support
Optional
 
  –  Cloud Support
Optional
 
  –  Data Protection Support
Optional
 
  –  Security Support
Optional
 
  –  Phone System Support
Optional
 
  –  Line of Business/Third-party application support
Optional
Limited

What does Black Line IT mean
It’s the blinking vertical cursor |

It means your IT systems are up, available, and ready for business.
It means we’re standing by, eager to help. It means you’re with a company that looks at things differently.