Master Services Agreement (MSA)
1. Introduction
This Master Services Agreement (“Agreement”) is made between Unity Solutions, operating under Unity Group Trust (“Provider”), and (“Client”). This Agreement sets forth the terms and conditions under which Provider will provide services to Client.
2. Services
The provider will deliver the following services: additional services may be available.
• Cloud Services
• Internet Services
• IT Managed Services
• Microsoft365
• Network Solutions
• Security Camera Solutions
• Cybersecurity Solutions
• Storage Solutions
• Virtual Desktop Solutions
• Phone Systems
3. Service Level Agreement (SLA)
• General Enquiries: Response within 3 business days.
• Urgent Enquiries: Response within 8 hours (10% loading fee).
• Mission Critical: Response within 1 hour (20% loading fee).
• Outside Business Hours: Additional 20% loading fee unless initiated by Unity Solutions.
4. Performance Metrics
• Aim for 99.5% uptime each month, applicable during business hours excluding maintenance periods.
• Status page: https://status.unitysolutions.com.au
5. Confidentiality
Both parties agree to keep confidential all information marked as confidential or that a reasonable person would understand to be confidential. Confidential information shall not be disclosed to any third party without prior written consent from the other party, except as required by law.
6. Payment Terms
• Monthly billing cycles with payment due 14 days after invoice date.
• Late payment penalty: 3% per month overdue.
• Service termination after 90 days of non-payment, with warnings sent at 60 and 75 days.
7. Data Protection
Provider will host data on its own servers with physical authentication devices required for access. The RMM tool used to access client device metrics also requires physical authentication.
8. Incident Response
In the event of a cybersecurity incident, Provider will promptly inform the Client and take appropriate measures to mitigate the impact. Both parties will cooperate to address and resolve the issue.
9. Termination
This Agreement is month-to-month. Either party may terminate the Agreement with 60 days written notice.
Next Steps
Once your account has been set up, we will send out the following agreements for digital signature:
• Master Services Agreement (MSA)
• Service Level Agreement (SLA)
• Non-Disclosure Agreement (NDA)
• Data Processing Agreement (DPA)
• End-User License Agreement (EULA)