This agreement gives the customer’s system administrator backup support on the following complicated software issues, including:

Network Operating System support provides the LAN Administrator with assistance for the following items as they relate to the Linux/UNIX, Netware, NT & Windows 200x Operating System.

• Troubleshooting and support of File Server Driver related error messages and problems.

• Troubleshooting and support of File Server based Network Adapter Driver related error messages and problems.

• Troubleshooting and support of Filer Server Hard Disk drive and controller driver related error messages and problems.

• Troubleshooting and support of Hub related error messages and problems.

• Troubleshooting and support of Network Print Services related error messages and problems.

• Troubleshooting and support of Network Backup Services related error messages and problems.

As NOVELL & Microsoft provides us SUPPORT CONNECTION CD, updated any Novell & Microsoft product before releasing, and offer us with 24 hour priority service so that in the event of an emergency we can access additional 24 hour technical support and download updated software drivers as well as their Technical Database information on a timely basis.

All means of support including Telephone Support, Remote Internet Access and e-mail Support, On-Site Support.

Support to the customer's Systems Supervisor as it relates to:

• NetWare 6.x Operating System
• NetWare 5.x Operating System
• NetWare 4.x Operating System
• NetWare 3.x Operating System
• NetWare 2.x Operating System
• Windows XP Operating System
• Windows Vista
• Windows 200x Operating System
• NT 4.X Operating System
• Microsoft Windows XP
• Microsoft Windows ME
• Microsoft Windows 9x

• Microsoft DOS
• Linux / Unix
• IBM AS/400, RS/6000, AIX
• IBM LAN Server / Wrap Server
• WAN  ( Wide Area Network )
• Internet
• Intranet
• Email & Mail Service
• VPN  ( Virtual Private Network through Public Internet )

• Liaise with third party applications software vendors, and accounting vendors, to diagnose problems.

• Costs incurred for upgrades and parts or other consumables fall outside of the maintenance agreement.

Maple Oak Computer Solutions is committed to the following support features:

• Highest level of service priority;

• Four (4) hour response time (Note: Response time is defined as the time from which the problem was reported to Maple Oak Computer Solutions Inc. to the time at which remedial action begins. Last year's average was less than 1 hour response time on issues of Server Downtime, for calls received during business hours)

• Support coverage can be 24 hours a day, 365 days a year.

The Key Component Maintenance Agreement will provide many benefits to your firm including:

• Centralized network support. Users will receive appropriate, dependable and consistent information.

• Maintenance of LAN standards. LAN standards will be developed, met and maintained providing the needed overall consistency.

• Increased efficiency. The time required to process maintenance related paperwork will be reduced.

As a service-oriented company, Maple Oak Computer Solutions is the best to provide the services required by a Key Component Maintenance Agreement. In addition, Maple Oak Computer Solutions is already familiar with many of your firm’s PC primary applications, and can provide expert support with all types of data processing/management issues and training.

MAPLE OAK COMPUTER SOLUTIONS guards your firm's LAN against downtime and in the event of a system failure provides fast and efficient service. We are proud of our past performance and are constantly trying to improve.

Non-maintenance services include the removal and reinstallation of equipment due to upgrading or relocation, installation of new hardware or software, network load testing and repair of non-maintenance agreement equipment.

In House Standard Labor Rate: $95.00/Hour (1/2 Hour Minimum)

On-Site Standard Labor Rate: $125.00/Hour
(Travel time is not charged in the downtown core)
(Travel time is charged one way outside of the downtown core)

• Weekday Rates - Monday to Friday

  Regular Business Hours – 9:30 AM to 5:30 PM: $125.00/Hour (1/2 Hour Minimum)
  Early Evening Business Hours - 5:30 PM to 10:00 PM: $150/Hour (1 Hour Minimum)
  Late Evening Business Hours - 10:00 PM to 9:30 AM: $190/Hour (1 Hour Minimum)
   

• Weekend Rates - Saturday, Sunday & Statutory Holidays
     $190/Hour (1 Hour Minimum)

Option 2: Block Time ( Regular Business Hours – 9:30 AM to 5:30 PM: )

Block time provides services at a reduced rate with an additional benefit of the Weekday minimum time being only 15 minutes. Block time is prepaid and may be purchased as described below. Block time should be scheduled as far in advance as possible.

• 20 Hour Block @ $80.00/hour (15% Savings): $1,600.00 + Taxes
• 50 Hour Block @ $70.00/hour (26% Savings): $3,500.00 + Taxes
• 75 Hour Block @ $60.00/hour (36% Savings): $4,500.00 + Taxes
• 100 Hour Block @ $50.00/hour (47% Savings): $5,000.00 + Taxes 

The term of the block time will be reduced by the amount of time required for each visit and will expire once the total number of hours of maintenance provided matches the size of the block time purchased. Upon expiry of the block time a report can be provided to the client outlining what issues were addressed within the block time purchased and how much time was spent on each issue.

Notes: We ca not accept any liability for data loss during the service.

Accepted by: ______________________ (Signature)  _________________________ (Print)       

Date: __________________

Name: ___________________________   Title: __________________

Company: _______________________________________________

Address: ________________________________________________

Phone: ________________________