TECHNOLOGY JUSTICE, LLC SERVICE LEVEL AGREEMENT (SLA)

This SLA document serves as a set of guidelines to inform decision making by Marcus Payne, A+, Certified, and who is the Owner and Chief Information and Technology Officer doing business as Technology Justice, LLC (“Marcus” “Mr. Payne” or “the Company”) and a guide for all new or existing clients/customers (Hereafter end user) to better understand the customer and technical service and support (onsite and or remotely) expertly provided. The SLA document is defined in scope in that it sets official policies and procedures for providing any help onsite and remotely. This SLA will change over time as circumstances and technology warrant and therefore it is a work in progress. The SLA was prepared by Marcus and meticulously ensured that content is accurate and complete and do not have any identified and or unidentified deficiencies or inadequacies. Such questions, concerns and comments are always welcome. Please contact Marcus directly on his cell at 404.368.8164, or his e-mail @ marcus@technologyjustice.com or physical mail; Technology Justice, LLC, P.O. Box 1023, Lithia Springs, GA 30122-1023. This SLA protects the interests of all parties.

Who Is Covered Under This Agreement

This agreement is intended to cover all new or existing end users who contract with Mr. Payne for service and support (onsite or remotely).  This includes any end user identified as a residential, commercial or industrial entity defined by the Georgia law.

Methods of Contact

The company can be reached by e-mailing admin@technologyjustice.com and or through the use of our site https://www.technologyjustice.com/Contact_Us.html for submitting your request for service and support. It is also OK for the end user to call Marcus at 404.368.8164 or his e-mail marcus@technologyjustice.com . Please note due to the fact Marcus is a sole practitioner and with limited staff and resources, all telephone requests in which a voice message is left a response will be within 4 hours of contact. This is applicable to all end users so fairness and justice will govern our explicit and express timeframe for an official response from the company per contact.

Hours of Operation

The company specializes with working around the schedule of the end users and their office/work hours. However, it is appropriate to know that emergency and late hours whether or not onsite or remotely are to be discussed and agreed upon. Telephone support is generally done between the hours of 07:00 a.m. and 02:00 a.m. The end user can of course navigate to https://www.technologyjustice.com/Contact_Us.html or e-mail the company through its admin; e-mailing admin@technologyjustice.com at any time feasible. However, please do note that all responses to these methods will be responded to within a 4 hour time window from said contact method. Again this is applicable to all end users and of which fairness and justice will govern this explicit and express window of time for an official response from the company per contact.

      Accountability and Responsibility of those requesting service and support (onsite or remotely)

Before contacting the company for help/assistance end users MUST do the following:

1. Remain calm and allow decorum and respect to govern the entire assignment;
2. Ensure that an adult of 18 years of age be on premises to interact with the company and its staff when an onsite visit is either requested or required;
3. Ensure their Microsoft Windows operating system is genuine, and an operating system media (CD or DVD) is available if needed for the assignment;
4. As best as can be described/explain provide all details and as much information of the symptoms and error messages of the issue and problem being reported;
5. If onsite provide the company with a working environment for initial diagnostic, analysis, testing, repairs and or upgrades to be planned and executed;
6. If remotely, read both our defined Frequently Asked Question and Georgia law documentation regarding (1) our genuine remote access and control software; Symantec pcAnywhere/Symantec pcAnywhere Access Server (Hereafter help desk tool) and (2) Georgia Law statute and acquired case law interpreting the statute. If you use our help desk tool it SHALL BE ASSUMED/PRESUMED that you have read and understand all of the documentation respecting # 1 and # 2.
7. If remotely, have the computer in question hardwired (if possible) to your router or switch or modem for a faster connection. NOTE: We have several end users who use “CLEAR” and or “HUGHES Net” as their chosen Internet Service Provider (ISP) and can advise that said end users do experience serious latency problems connecting to our Symantec pcAnywhere Access Server for help;
8. Ensure that payment is promptly made AFTER (1) satisfaction of the end user of closure of the issue and problem and (2) immediately after (1), the completion of the assignment of the reported issue and problem identified in the ticket.

Accountability and Responsibilities of the Company

The Company maintains records of incoming requests as received. If you reach Mr. Payne by phone he will try to ascertain the nature of the issue and problem and begin a plan of action and a statement of work. It is based on the “Priorities and Target Response Times” statement as the “PRIORITY” and “SEVERITY” of the issue and problem as reported will the company with all due diligence and attention to detail begin working the tasks in the assignment and related ticket for the end user(s).

Priorities and Target Response Times

The Company will respond to any contact within 4 hours. Relating to the “PRIORITY” and “SEVERITY” of the issue and problem as described by the method of contact, the company upon initial contact will strive with all due diligence and attention to detail to begin working the ticket within the targeted timeframe. Actual response times may vary. If an onsite visit is required the company cannot be held accountable and or is not responsible for any traffic and weather conditions affecting the delay to the site.

Hardware Support

Hardware support is specific to the following. The company will assist any end user with any server, desktop or laptop or netbook or MacBook computer where diagnostic of hardware is essential to the root cause of the issue and problem as reported and based off symptoms either told to the company and or observed onsite and or remotely. In the event new and or replacement hardware is needed to complete the repairs/upgrade as in the assignment, the end user will be advised of costs upfront before any labor is extended regarding the replacement of malfunctioning hardware.

The company works on all hardware of a server, desktop, laptop, netbook or MacBook computer with the following limits and restrictions. Specifically, the company does not provide for any inverter and or LCD screen replacement or motherboard service and support. This is because the designated costs associated with these parts are not controlled by the company and the return on investment as in the replacement of these parts may be outweighed by simply buying an identical and or close to laptop, netbook and or MacBook computer. If the end user has warranty coverage this is the only option available to have said replacements made and the labor to be done by the vendor(s) of the laptop, netbook or MacBook “free” as per the warranty agreement.   

The following is an example of the service and support of analysis, investigation, diagnostic testing, replacement and upgrades on the following hardware components.

• Motherboards (desktops only) and C.M.O.S. batteries (desktops only)
• Central Processing Units (i.e. CPU Processor) and CPU Fans (desktops only)
• Power supplies (desktops only)
• Random Access Memory (desktop, laptop, netbook, or MacBook)
• Hard disk drives (desktop, laptop, netbook, or MacBook)
• Network Interface Cards (desktop, laptop, netbook, or MacBook)
• Graphic (Video) cards (USB, A.G.P., P.C.I. and P.C.I.e – configurations)
• Low or High end sound cards (P.C.I. and or USB) configurations
• Any and all Serial ATA (i.e. SATA) and USB 2.0/3.0 adapters/converters
• DVD R-RW optical drives (desktop, laptop, netbook, or MacBook)

The company does NOT use eBay® for the acquisition of parts for the upgrade and or replacement of any of the aforementioned parts. The company has a reserve of such parts identified in our inventory bought from computer expos, and from MicroCenter and TigerDirect.com, and the TigerDirect.com (CompUSA) store in Hogs Mountain, GA. However, the end user is also free to order parts from any source for the assignment.

Printing and Networking Support

The company will configure any device so the end user can have a local area network for Internet access; file/folder sharing and can successfully do print jobs to a desired printer (USB, wireless or Ethernet connected). The end users may use any vendor for equipment; however the company recommends the use of Cisco/Linksys networking equipment. The company will work with the end user ISP configuring the equipment.

Software Support

Software support is specific to the following. All commercially off the shelf (i.e. C.O.T.S.) software is supported to the extent the company has a point of contact (whereby it be an official support site and or knowledgebase therein) in addressing the issue and problem of licensed software. Licensed software is assumed/presumed to be genuine and not bootleg/copied/illegal. The company will not provide service and support to end users who use this type of software. There is no deviation of this software piracy policy respecting all genuine verses non-genuine C.O.T.S. software. The company will install, troubleshoot, and help in the use of these applications.

Operating Systems:

• Macintosh Operating System: OS X, Snow Leopard, Tiger or Lion (including XP)
• Windows Operating System: XP Home, Professional or Media Center, 7 (32/64 bit).

NOTE: There is limited service and support on any version of Windows Vista because this OS is not in the mainstream anymore and equally its known issues and problems.

Server Operating Systems:

• Windows Server 2003/2008 Standard or Enterprise edition (64 bit recommended)
• Windows Home Server 2011 (64-bit recommended)

Productivity Tools:

• Microsoft Office Suite (2003/2007/2010)
• QuickBooks 2010/2011/2012 (configuring, installing, assisting with data backup)
• Adobe Acrobat or Reader
• Any other proprietary C.O.T.S. software from all reputable vendors/companies

Utilities:

• Any other proprietary C.O.T.S. software from all reputable vendors/companies

NOTE: The Company reserves the right to remove any software if it is suspected the identified software causes an issue or problem regarding an Internet threat risk, threat or infection and or is incompatible with the target operating system.

Internet Browsers:

• Microsoft Internet Explorer 8 or 9 (Windows based computer only)
• Macintosh (Safari only which is the native Browser on a Mac)

NOTE: There is extremely limited service and support on any other browser of choice by an end user on a Windows based computer (i.e. Chrome, FireFox, Opera, or Safari)

Symantec Enterprise Software

The company utilizes our SEP build: 12.1.1000.157, RU#1 (32/64 bit) to address and resolve any infections of all viruses, Trojans, adware, malware, and spyware when the assignment calls for such. The company also uses Symantec pcAnywhere and Symantec pcAnywhere Access Server 1.0 to provide our remote service and support to end users.

Governing Law

The company has two (2) servers which are based in the State of Georgia and as of such for explicit and express purposes of our help desk tool: Symantec pcAnywhere and Symantec pcAnywhere Access Server and administering and managing content updates and reporting from the Symantec EndPoint Protection Manager (SEPM) server to an end users SEP client. On April 1^st, 2006 the company launched our help desk operations after the release of the Symantec pcAnywhere Access Server 1.0 package. Thus Georgia law applies arising out of any claim or dispute respecting the following: 

1. Contract sale of hardware and software. Advanced Computer Sales, Inc., v. Sizemore, 186 Ga.App. 10, 366 S.E.2d 303 (Ga.App.,1988)
2. Unjust Enrichment, Quantum Meruit. Georgia Department of Community Health et al. v. Data Inquiry, LLC., (2012 Ga. App. LEXIS 50)(and cases cited therein)
3. Computer Trespass. (O.C.G.A. § 16-9-63 (b)(2011); Computer Invasion of Privacy. (O.C.G.A. § 16-9-63 (c)(2011); Sitton v. Print Direction, Inc., et al., 312 Ga. App. 365; 718 S.E.2d 532 (2011)(interpreting these two statutes)
4. Inducement to install, copy, or execute software through misrepresentation prohibited. (O.C.G.A. § 16-9-154 (b)(2011)

The company as described in our FAQ documentation respecting the help desk tool only uses said technologies for the express and explicit purposes as the software was designed by Symantec Corporation, and that is remote access and control respecting help desk issue and problem resolution across the Internet – period! Moreover, as to the SEPM content updating and reporting, the company only uses the data received for purposes of alerting the end user of any Internet threats and attacks as reported by the SEP client on the end user computer(s) communicated to the SEPM server for proactive or reactive action, remediation and notification to the company. Therefore, under the Georgia law, any allegations from any end user against the company would be governed by these specific statutes and its related subparts and case-law decisions interpreting such. As of January 01^st, 2012 we have never been sued and or alleged to have violated the law respecting the law. Again, the end user responsibilities are explicit and express in that the FAQ regarding SEP and help desk tool are to be read and understood before work begin from the company for the benefit of the end user.

Methods of Payment for Service and Support Rendered

• See O.C.G.A. § 9-2-7 (2011)(“Implied promise to pay for services or property”).
• PayPal payment preferred is made (1) for acquisition of any new hardware for the completion of the assignment and BEFORE upgrade(s) and or replacement(s) are to be made and (2) immediately after the completion of all task(s) in the assignment.
• Cash, Personal, Certified or Business check made payable to Mr. Marcus S. Payne or Technology Justice, LLC. NOTE: Non-payment and checks that are dishonored at the issuer’s bank will result in AN IMMEDIATE COMMAND TO INTERRUPT SERVICE AND THE SECURITY PROTECTION of our SEP “computer software” installed on any end user computers. See O.C.G.A. § 16-9-151 (8)(2011)(“Execute” defined by law).