ProSuite ^TM Terms & Conditions

The MainSpring General Terms and Conditions are expressly incorporated herein by reference.

Services

The following outlines ProSuite™ Service capabilities. Packages may vary based upon the bundled services. See quote for details.

ProSuite™ Support for Macs

• The following outlines ProSuite™ Support for Macs: MainSpring supports Mac workstations under ProSuite™.
• Mac users will have the same level of support at our Support Centre as our PC users.
• The blue MainSpring icon used by the support team is in a different location on the screen of a Mac than a PC.
• MainSpring is not responsible for compatibility issues resulting from OS version updates. Mac users should verify with MainSpring before updating OS versions.
• If a Mac computer fails altogether, we’ll work with you to get the computer shipped to an Apple repair provider, work with you to replace the Mac, or schedule an onsite to repair it. These are the same scenarios we would follow for PCs with problems that can’t be resolved remotely and need hardware maintenance.

Business-Critical Software

MainSpring provides support for the following business-critical software:

Performance Dates; Maintenance

MainSpring shall use reasonable efforts to meet any performance dates specified in the Agreement, and any such dates shall be estimates only. MainSpring reserves the right to conduct after hours/weekend maintenance to ensure optimal performance. MainSpring will conduct routine maintenance at its discretion and will coordinate any additional maintenance with Client’s designated point of contact.

Client Responsibilities

The following outlines Client Responsibilities:

• Client shall provide MainSpring access to executives of its organization for business direction and decisions during vCIO meetings.
• Client shall use MainSpring’s ProSuite™ services on all machines that connect to the client LAN to ensure that the machines are kept up to date and are protected by security software.
• Client shall maintain current support contracts with mission critical third-party applications and hardware vendors
• MainSpring will not monitor nor report on Client-provided Backup and Disaster Recovery Solutions
• Best effort vendor support will be provided for Client solutions, not in product recommendation
• Website management

Optional ProSuite™ 24/7 End User/Workstation Support

This coverage will provide unlimited access to the Support Centre for end user issues and emergency reporting and troubleshooting.

Monitoring and Answering Service

Times available: 7:01 p.m. to 6:59 a.m., M, T, W, Th; 7:01 p.m. Friday to 6:59 a.m. Monday. Functions included in this optional 24/7 end user/workstation support:

• Dedicated phone number provided to client for emergency access.
• All incidents are billable.
• Calls will be routed through an answering service, but will be routed to a
• MainSpring engineer to follow up with the user.
• See Fee Schedule for after hours billing rates.
• See Fee Schedule for MainSpring recognized holidays billing rates.
• Billing starts when technician answers phone and runs until the issue resolution is in place.
• Onsite visits are performed at the specific request of client or at the discretion of MainSpring.