Managed Service Provider (MSP) Contract

This Managed Service Provider (MSP) Contract (the "Contract") is entered into on [Date] (the "Effective Date") by and between [Client Name], located at [Client Address] (hereinafter referred to as the "Client"), and [Managed Service Provider Name], located at [Provider Address] (hereinafter referred to as the "Provider").

1. Scope of Services

The Provider agrees to provide the following services to the Client

Network Monitoring: Continuous monitoring of client network infrastructure for optimal performance, anomaly detection, and downtime prevention.
Cybersecurity: Implementation and management of robust cybersecurity measures, including firewall setup, intrusion detection, antivirus software, and regular security audits to prevent cyber threats and data breaches.
Helpdesk Support: Technical assistance and troubleshooting for end-users on IT issues, including software installations, system configurations, and hardware malfunctions, via a dedicated helpdesk platform with timely response and resolution.

2. Service Levels and Performance Metrics

The Provider agrees to maintain service levels and performance metrics as:

2.1 Network Monitoring

Service Level: 24/7 monitoring.
Performance Metrics: Response time to network issues, uptime percentage, and resolution time for detected anomalies.

2.2 Cybersecurity

Service Level: Regular security updates and audits.
Performance Metrics: Frequency of security audits, time to patch vulnerabilities, and effectiveness in threat detection and mitigation.

2.3 Helpdesk Support

Service Level: within 1 hour during business hours
Performance Metrics: Average response time to support tickets, resolution time for reported issues, and user satisfaction feedback.

3. Term of Agreement

This Contract is scheduled to begin on the Effective Date. It is set to persist for an initial period that will last for the specified duration as indicated in the contract. However, this agreement and its terms could be ended before the end of the aforementioned duration if the conditions and circumstances stipulated within the clauses and provisions of this contract are indeed met.

4. Fees and Payment Terms

The Client agrees to pay the Provider fees for the Services provided:

4.1 Network Monitoring

Monthly fee based on the size and complexity of the network infrastructure.
Additional charges for custom monitoring solutions or specialized services.

4.2 Cybersecurity

Monthly or annual subscription fee per device or user.
Additional charges for security assessments, audits, or incident response services.

4.3 Helpdesk Support

Monthly fee per user or device.
Optional tiered pricing based on the level of support required (basic, standard, premium).
Additional charges for onsite support or after-hours assistance.

5. Intellectual Property Rights

If any intellectual property, either developed or used, arises in the duration of providing the Services, it shall stay as the property of the party from which it initially originated.

6. Confidentiality and Data Security

Both parties agree to maintain the confidentiality of any proprietary or sensitive information exchanged during the term of this Contract and to implement appropriate security measures to protect such information.

7. Liability and Indemnification

Each party shall be liable for its actions and shall indemnify and hold harmless the other party from any claims, damages, or losses arising out of its breach of this Contract.

8. Dispute Resolution

Any disputes arising under this Contract shall be resolved through good faith negotiation between the parties. If negotiation fails, the parties agree to submit the dispute to mediation or arbitration by the laws of [Jurisdiction].

9. Termination Clause

Either party may terminate this Contract upon 30 Days days' written notice to the other party for any reason. In the event of termination, the Client shall pay for any Services provided up to the effective date of termination.

10. Governing Law

The governance and interpretation of this Contract shall follow and be conducted according to the laws and regulations applicable within the jurisdiction of [Jurisdiction].

IN WITNESS WHEREOF, the parties hereto have executed this Contract as of the Effective Date first above written.

[Client Name]

Date Signed: [Date]

[Provider Name]

Date Signed: [Date]