SUPPORT SERVICES AGREEMENT
TERMS AND CONDITIONS
This AGREEMENT, made effective Dec. 1, 2020 between Vision Support Services (CLIENT) with its
principal place of business located at 48-E Abu Bakar Block Garden Town, Lahore and Cactus Network
Solutions Pvt. Ltd. (COMPANY) with its principal place of business at Office#8, 3 rd floor Awami Complex
Usman Block Garden Town, Lahore, mutually agree to the following:
Scope of Work
COMPANY will provide the following services as part of this Support Services Agreement:
COMPANY will provide the services listed in this agreement for 24/7 in a week, with the
exception of authorized holidays as identified elsewhere in this agreement.
CLIENT will provide COMPANY with on-line access to all Network Equipment so that COMPANY
may monitor such types of errors.
Initial installation of all equipment after that check and balance for network and any type of
issue to the users.
Firstly, we try to resolve the remotely if it’s not done then we visit at client side to remove the
issue.
No permanent in house staff (resident engineer) will be offered for the client side it’s just a level
one tech support.
This services listed above in this agreement may be amended by written addendum to include additional
responsibilities and services at the mutual consent of both parties.
Term of the Agreement
The initial term of this agreement is one years. This contract shall continue on a month to month basis
after the initial 12 months’ term during the negotiation of a renewal agreement and pricing for
subsequent years. Billing during this negotiation period will be provided monthly in advance at a rate of
110% of the rate prior to the expiration of the initial term.
Cactus NOC team available 24/7 for remote access support via VPN/ Remote Desktop or onsite tech
support procedure all services are fall in level one support range. for example (Desktop/User support,
Windows Servers support, CISCO Switches support, Wireless Access Points support).
One month notes required for early termination in the event Client (VSS) is not satisfied with the
service.
All the installed hardware and its working are not visible to support provider as support provider only
extending level one support
Vision Support Services (Client) cannot offer any type of job employment letter or sign direct tech
support agreement with Cactus Network Tech Support team.
Any illegal activity on IP address or with the installed hardware by customer will remain Vision Support
Services responsibility
Point of contact and escalation matrix.
Teach Support Contact Numbers Land Line/Mobile Escalation
1 Cactus Support Numbers 042-38104553-6 1 Hour
2 Waqar Ali ( Tech Support ) 0322 2228057 1 Hour
3 Fazeel Javed ( Tech Support ) 0340 0048733 1 Hour
4 Mansoor Ahmed ( Tech Support ) 0347 5849463 1 Hours
Escalation
1 Asad Imran ( Manager Operations ) 03217700133 2 Hours
2 Naveed Ahmad ( CTO ) 0300 4101981 3 Hours
3 Raza Waheed ( COO ) 03004777400 4 Hours
Authorized Holidays
The following is a list of “Authorized Holidays”. COMPANY will not provide services on the following
days:
New Year’s Day
Memorial Day
Independence Day
Labor Day
Christmas Day
New Year’s Eve
Consideration
The services described in this document shall be provided for the fixed sum of rupees per month for the
year of this agreement CLIENT will pay COMPANY the agreed upon fee for services Bi-monthly.
Taxes
COMPANY will bill and the CLIENT agrees to pay all applicable taxes for the services described in this
contract.
Commercials
Agreed monthly recurring charges for level one support 40,000 PKR exclusive of all taxes
Warranty
COMPANY warrants that it will perform all services in a skillful, competent and workmanlike manner and
in accordance with the services described in the Scope of Work or any attachment to this agreement.
COMPANY does not warrant uninterrupted or error free operations .
Authorization
The parties hereby agree to be bound by the terms and conditions of this agreement:
Cactus Network Solutions Ltd. Vision Support Services
Name: Kamran Rafiq Name: Asad Ayub
Title: Manager Accounts Title: Manager Accounts
