Sharepoint Supplementary Services Terms & Conditions

 

The following terms and conditions apply to your purchase of Sharepoint Services.  These Supplementary Services are designed to be utilized as needed at your direction, and there is no pre-defined scope of work and no deliverables as part of these Supplementary Services.  Rackspace will work as requested for the duration of the hours which you have purchased (the “Service Hours”). 

Service Hours will automatically expire six months from the date you accept the Services Description on which they were purchased, and unlike dedicated Hosting Services, Service Hours do not renew at the expiration of the term identified on the Services Description. 

Rackspace will provide you with a monthly report of Service Hours used.  When the available Service Hours have been utilized, Rackspace will stop work and notify you.  You may, but are under no obligation to, purchase additional Service Hours to continue work on a given request.  Rackspace is under no obligation to continue the Services beyond the Service Hours, even if work has not been completed on a request, if features are missing, or if bugs are present. 

Services Available

Rackspace Sharepoint Services includes activities in the following categories:

System Administration. This includes installation, configuration and management of SharePoint at the Platform level.

Design Services. This includes all activities associated with creating a new “look and feel” for SharePoint.  Rackspace can perform these services for all areas of SharePoint.

No-Code Solutions. These are solutions that are created either entirely by using the WEB Browser, by using SharePoint Designer, or InfoPath.  At no time would Microsoft Visual Studio be required.

End User Support. These activities include assisting users with either how to use specific capabilities within SharePoint or helping Site Administrators manage or verify specific user access.

Service Requests

All work will be performed upon Customer request and as needed.  To make a request for SharePoint Support Services, please open a Ticket with your Support team or through your MyRackspace Portal.

Availability

Rackspace will perform the Sharepoint Services between 8:00am and 5:00pm Monday through Friday in the time zone in which the consultant performing the Services is located unless otherwise agreed to in writing.  Where possible, Rackspace will identify the assigned consultant’s time zone upon assignment and notify you if there is a change.  Multiple consultant’s may be engaged in different tasks on any given service request, in which case Rackspace will coordinate with you to identify appropriate times for the work to be performed.

Service Level Guarantee

Rackspace will respond to requests for support related to the Sharepoint Services within 8 Business Hours of receipt, during the times described above (Availability).  To be eligible for this guarantee you must submit your support requests through your MyRackspace portal (this guarantee does not apply to requests made by phone or email). 

If Rackspace fails to meet this 8 Business Hour response time guarantee, your sole and exclusive remedy shall be a credit of $50 per event, up to $250.  You must request a credit in writing either via a support ticket no later than seven (7) days following the occurrence of the event giving rise to the credit.  Rackspace will contact the customer within 30 days to approve or reject the claim or to request more information.  If the claim is approved, the credit will appear on the customer’s monthly invoice following approval.

License & Use

Rackspace grants to you a non-exclusive, world-wide, fully paid, perpetual license to utilize any code, features, tools, graphics, or layouts provided to you as part of the Sharepoint Services.

Limitations

Please note that Rackspace can make no guarantee that it can complete a given request.  Rackspace also makes no guarantees regarding the time required to begin work, or the time required to resolve a given request.  If Rackspace is unable to assist with your request, we will notify you.  If we are unable to assist with you request and do not perform any work for you, you are entitled to a credit equal to the amount paid for the portion of the SharePoint Services which were not used (which you may request by support ticket).