The terms and conditions associated with your monthly service level agreement will encompass the following services if a monthly invoice is provided for such services:
OAS agrees to provide the following under this service agreement.
OAS own and operate enterprise grade Cisco UCS Blade Servers and NetApp storage infrastructure that operates in a multi-tenant environment. In OAS providing Infrastructure hosting, they do not assume any ownership or rights to the operating system, applications or data being hosted as these are either owned or rented (under a software subscription licence). Based on this OAS provides the following service level agreement.
The technical department of OAS provides a range of technical support services to their client base ranging from do and-charge through to fix fee outsourcing. This agreement provides service levels covered by Gold and Platinum and Platinum Plus Fix Fee Servicing.
It is the responsibility of the client, in engaging OAS in any hosted service arrangement where this Service Level Agreement's policies and procedures are enforced to ensure the following is adhered to:
Where You, the client, agree to buy OAS Pre-Paid Blocks of Labour during a period, payment must be made in advance for the Pre-Paid Blocks of Labour at the rate applicable. Each such rate being less any discount agreed in writing between Us and You in respect of the Pre-Paid Blocks of Labour.
As each line item on the monthly service invoice may be covered by a third party agreement, termination of any service should be discussed with an Account Manager to determine if the goods or services are still under contract. If not, termination notice can be made in writing by the client giving one months’ notice to OAS. Early termination of any services, by the client, will result in an invoice being raised for the remaining periods as detailed in each service description.