ICT Innovations is pleased to offer Monitoring and Maintenance Support Services on following type of linux servers used for voip related operations like
1. Softswitchs
2. PBX servers
3. Media gateways
3. Broadcasting Platform
5. Proxy and Registration Server
6. SBC controllers
7. Billing Server
8. Firewall and NAT
Support Agreement
This agreement is made between
1. ICT Innovations Pakistan (The supplier )
2. GeoTel Communication Services, Inc. USA (The customer)
and effective from November 1, 2011
This support agreement (the “Agreement”) sets out the terms and conditions under
which ICT Innovations, The supplier will provide monitoring and maintenance of Linux
Servers under following terms and conditions
Scope of support
Monitoring Services
The supplier will monitor Linux Servers at customer’s business hours and make sure that
required services needed to run customer business smoothly are running properly
The supplier will offer urgent support services in case of issue arise during Customer’s
business hours
Maintenance Services
The supplier will do maintenance work at off time and it comprises of following
Performance Tuning of Linux Server
Fixing security holes to make Linux Server secure from attack
Update old software / applications with latest
Response Time
Response time will be two hour during customer’s business hours and eight hours
during off time
Medium of Support Services
Support Services will be provided through email and online chat sessions
Support Timing
Monitoring Support Services will be available for eight business hours as agreed with
customer from Monday to Saturday
Maintenance support services will be done at off time (non business hours) as scheduled
by ICT Innovations
Support fees
Support Fee
USD 100 / Month / Linux Server
The minimum period of agreement is six months and fee will be paid monthly basis
Customer’s Responsibilities
1. Customer will pay support free and other charges in time
2. Customer will not make any changes on server without prior permission from
ICTBroadcast
3. Customer will provide full contact details
4. Customer will provide ssh root access and other access information of Linux Servers
Limitation of liability
The supplier shall in no event be liable for any exemplary incidental, special,
consequential or indirect damages, including damages for loss of data, even if ICT
Innovations has been advised of the possibility of such damage