Service Agreements

Innovative provides a variety of support engagements to ensure a mutual understanding of expectations.

Essential Support Agreement

To enable Innovative to offer the most efficient service possible, we offer Essential Support Agreements. These agreements include the deployment of monitoring agents, automated antivirus software and updates, and automated Microsoft and select third-party security patch management to proactively address the most likely causes of disruption of a reliable end-user experience, while enabling expedited remote support from the Innovative Call Center. Any remote or on-site support services conducted would be billed separately at prevailing rates, or debited off of a separate Monthly Support Agreement.  Any project work would be billed separately at either prevailing rates or a fixed Project Price, determined at the time the project is quoted.

Monthly Support Agreement

For clients that prefer to work under a more traditional dollars-for-hours relationship, Innovative offers our Monthly Support Agreement (MSA).  Under an MSA, the client chooses to pre-pay for a certain number of hours to be purchased each month at a reduced monthly rate, and service hours conducted are allocated against the agreement.  If the actual hours conducted exceeds the hours purchased, then at the end of the month, the client receives an invoice with an outstanding balance.  However, if a client fails to utilize all of the purchased hours in a month, the remaining hours are lost and do not roll over to the following month. Our minimum for this agreement is only $200 per month, known as our 2+2 agreement, a bundle which includes two free monitoring agents (not including automated A/V and patching services).

Complete Support Agreement

For clients looking to engage Innovative for more thorough support of their environment, we offer the Complete Support Agreement, where all support services to maintain the scope of the environment as it stands at the first of any month are included for a flat monthly fee.  Any additions, changes, or modifications to the environment would be classified as project work and would be billed separately at either our Time and Materials rates or a fixed Project Price, determined at the time the project is quoted. Complete Support Agreements also include the deployment of monitoring agents, automated antivirus software and updates, and automated Microsoft and select third-party security patch management for Windows-based servers and PCs as part of the agreement. Clients must operate Innovative-implemented or approved infrastructure to qualify for a Complete Support Agreement.

Infrastructure Management Agreement

Similar to a Complete Support Agreement, the Infrastructure Management Agreement (IMA) is limited to the support of the servers, storage, and networking infrastructure of a client's environment and is often utilized when internal IT support staff exists to support the end-points, peripherals, users, and applications. IBS provides support services to maintain the scope of the infrastructure as it stands at the first of any month for a fixed monthly fee.  Any additions, changes, or modifications to the environment would be classified as project work and would be billed separately at either our Time and Materials rates or a fixed Project Price, determined at the time the project is quoted.  Infrastructure Management Agreements also include the deployment of monitoring agents, automated antivirus software and updates, and automated Microsoft and select third-party security patch management for Windows-based servers only as part of the agreement. Clients must operate Innovative-implemented or approved infrastructure to qualify for an IMA, and any services performed on items that are not on the approved technologies list, or anything excluded from the agreement, will be billed at our prevailing labor rates. 

All clients that wish to contact us for remedial break/fix service MUST have an active support agreement in place. For fast, reliable, affordable, and on-demand IT services designed to meet the needs of small office and home office customers, contact our sister company, Tech Cavalry - Help is on the Way!

"Thank you very much. You guys are always quick to respond"
Kathleen Davis, Office Administrator, McCormick, Paulding, and Huber

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