
Master Services Agreement
Master Services Agreement
Last Updated: November 4, 2024
Standard T&M Rates
Upon request of Customer, BRY-T Solutions may provide services on a Time & Materials (“T&M”) basis. T&M is a method of engaging BRY-T Solutions that allows Customer to utilize a variety of BRY-T Solutions technical resources on an as-needed basis. With a T&M engagement, Customer is not purchasing a fixed set of deliverables, but instead is purchasing time on an as-used basis. The work performed during the resource’s time is governed by to the expressed requirements of Customer, and BRY-T Solutions makes no warranty or guarantees beyond “reasonable endeavors” and “best efforts.” All actual hours used by the Customer will be billed according to the details and rates below unless otherwise agreed in writing between both parties.
BUSINESS HOURS (M-F 8AM-6PM) | AFTER HOURS | TRAVEL (50-100 mi.) | TRAVEL (>100 mi.) | |
---|---|---|---|---|
STANDARD RATES | $200/hr | $300/hr | $100 (flat) | $100 + hourly |
If your business is over 50 miles from Sharon Springs, NY, we charge a flat rate, or the flat rate plus one-way travel time exceeding 1 hour (billed at the applicable hourly rate) for business over 100 miles from Sharon Springs, NY.
Service Level Objectives (SLOs)
When Customer contacts BRY-T Solutions, we will refer to the default list of priority levels below and will make every effort to respond within the specified time frames, unless an alternative agreement has been made in writing with the Customer.
PRIORITY REMOTE RESPONSE: BASED ON SEVERITY AND URGENCY | BUSINESS HOURS (M-F 8AM-6PM) | AFTER HOURS |
---|---|---|
PRIORITY 1: Highest Priority: Service not available (all users and functions unavailable. Ex: Server down). | Remote: within 1 hours | Remote: within 2 hours |
PRIORITY 2: Significant degradation of service (large number of users or business critical functions affected). | Remote: within 2 hours | Remote: within 4 hours |
PRIORITY 3: Limited degradation of service (limited number of users or functions affected, business process can continue). | Remote: within 4 hours | Remote: within 12 hours |
PRIORITY 4: Small service degradation (business process can continue, one user affected). | Remote: within 8 hours | Remote: within 24 hours |
For more information or to discuss your specific IT needs, please contact us or book an intro call today.
