Professional Services Agreement - Pathfinders Advertising - Maintain and Improve Southbendin.gov

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The objective of a retainer agreement is to achieve a win/win for both the client and agemcy. Itprovides aset budget and expectations for the client, as well as, provides the agency with a set number of hours of productivity that allows for proper capacity planning for your account. While billed monthly, hours utilized will bemanaged quarterly. This flexibility allows the collective team to determine what's most important at the time, so you aren't spending money on services when you don't need them. Pathfinders will proactively manage allotted hours, while making recommendations on the best ways to use the time. A�� � � - -- __ _ _' _ _~__'-_- �� /��u ~�~�^=== "~"""~= `'_ �"=� The client and agency may review the agreement activity every toensure that the activity levels remain equitablefor both partners. 1. Pathfinders is deemed to have responded when it has replied to the client's initial request.This may be in the form of an email, telephone call, or ticket via project management software to either provide a solution urrequest further information, 2. Pathfinders is unable to provide guaranteed resolution times. This is because the nature and causes ofproblems can vary enormously. a. For instance, it maybe possible to resolve a fatal server issue in minutes, simply by restarting the server. But if a server fails due to disk error or a hardware fault (also classed as a High Priority issue) it may take much longer to get back up and running, b. In all cases, Pathfinders will make its best efforts to resolve problems as quickly as possible, it will also provide frequent progress reports to the client. I Uptimmguarantees will beinherited via client's hosting provider. 4. This statement of work (SOW) includes hard cost associated with third-partyvendors/systems associated with proactive monitoring ofthe w/ebsite. 5. This agreement begins October 1, 2018 and will remain 6neffect for mminimum, twelve-month period. G. Client may stop this Agreement with thirty (30) days written notice. In the event that the Client cancel's the Agreement, it is responsible for payment through the then current month and is not subject to any termination fees, 7. The Pathfinders; Advertising Ongoing Website Maintenance and Support Plan fee includes the services asdescribed above. Your Monthly Maintenance and Support Plan will berenewed Q1|m subsequent years, unless Pathfinders is notified otherwise. Should our fees or services change, Pathfinders will proactively notify the client and request approval prior to the annual Q1 billing cycle. @ 2018 Pathfinders |^mRights Reserved