Software 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
  –  Web Application Maintenance ✔ ✔ ✔
  –  Mobile App Maintenance ✔ ✔ ✔
  –  Database Platform Maintenance Optional  ✔
Hosting/Proactive
  –  Monthly Server Hosting  ✔  ✔
  –  Supporting Toolsets/Services  ✔  ✔
  –  Application Monitoring Optional  ✔
  –  Database Platform Monitoring Optional  ✔
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
  –  Issue investigation Optional  ✔
  –  Issue resolution Optional  ✔
  –  Bug fixes, updates Optional  ✔
  –  Line of Business/Third-party application support Optional Limited
Development
  –  Feature/Change Requests/Scoping Optional  ✔
  –  Software Architecture and Design Optional  ✔
  –  Web App Development Optional  ✔
  –  Mobile App Development Optional  ✔
  –  API Development Optional  ✔
  –  Integration App Development Optional  ✔
  –  Data, Reporting and Business Intelligence Optional  ✔
  –  Automation/Utilities Optional  ✔
  –  Line of Business/Third-party application Development Optional Limited
Service
T&M
Proactive
All-In
Maintenance
  –  Web Application Maintenance
✔
✔
✔
  –  Mobile App Maintenance
✔
✔
✔
  –  Database Platform Maintenance
Optional
✔
Hosting/Proactive
  –  Monthly Server Hosting
✔
✔
  –  Supporting Toolsets/Services
✔
✔
  –  Application Monitoring
Optional
✔
  –  Database Platform Monitoring
Optional
✔
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
  –  Issue investigation
Optional
✔
  –  Issue resolution
Optional
✔
  –  Bug fixes, updates
Optional
✔
  –  Vendor coordination
Optional
✔
  –  Line of Business/Third-party application support
Optional
Limited
Development
  –  Feature/Change Requests/Scoping
Optional
✔
  –  Software Architecture and Design
Optional
✔
  –  Web App Development
Optional
✔
  –  Mobile App Development
Optional
✔
  –  API Development
Optional
✔
  –  Integration App Development
Optional
✔
  –  Data, Reporting and Business Intelligence
Optional
✔
  –  Automation/Utilities
Optional
✔
  –  Line of Business/Third-party application Development
Optional
Limited

Reach out to us

We look forward to answering your questions. We are always available to provide any support you need.
Let’s talk.