Concierge MSA

Concierge Support - Master Services Agreement (MSA)

Untangled and the Client hereby agree to the Agreement and attached Exhibits set forth the terms and conditions for the Client purchase of and entitlement to:

​

1. SERVICES DEFINITION

Under this Agreement Untangled will provide its After Care Support and Services ("Concierge Support") to Client (“Services”). The identification and definition of these services will be covered by:

• This Agreement which identifies the general terms of service applicable to the services provided by Untangled to Client.

• A Services Overview particularizes the specific services (“Services”) that Untangled will supply to Client. The Service Overview will define the following resources to be provided by Untangled as follows:​

​

"After Care Support Services”– all Untangled support services and support services personnel made available by Untangled to support the execution of the MSA.

​

After Care Support Expert
Untangled’s Information Technology Support Expert who will carry out all troubleshooting necessary to close Trouble Tickets that are raised via email, ticketing system, or phone call.

Trouble Ticket
An email, ticket, or phone call to Untangled describing the issue, error, or fault. The After Care Support Expert who resolves the issue documents any action via email, ticket, or phone call.
Unlimited Trouble Tickets can be submitted by the Client in accordance to the provisioned statements in the  Fair Use Policy, outlined in section 4) FAIR USE POLICY

End to End Resolution
The After Care Support Expert will strive to exhaust all efforts and avenues to provide a resolution to a trouble ticket in accordance to the provisioned statements in the Fair Use Policy, outlined in section 4) FAIR USE POLICY. The end to end resolution will and may lead to:

 

1. Coordinating with varying levels of tiered Support from Dialpad

2. Client 3rd Party Hardware or Software, Networking, ISP provider

​

Remote Troubleshooting
Untangled’s After Care Support Services will be executed via a Remote Access, where it is the responsibility of the After Care Support Expert to exhaust all potential isolation, error and fault detection, error and fault replication to ensure and end to end resolution is provided to the Client.

Remote Access
Client acknowledges that After Care Support Expert’s ability to perform certain After Care Support Services may be conditioned upon access to their Dialpad or Untangled Internet through direct remote access. Direct access involves connectivity via SSH, Web, Secure Web, and/ or VPN.

Dialpad Support
Untangled provides the following technical support for all Dialpad supplied

​

1. Technical assistance for individuals and/ or groups;

2. Troubleshooting on telephony call routing;

3. Change Management: Mandate changes on telephony call routing;

4. Entreprise Management: Creation of IVR branching out to Departments;

5. Implementation of Experiments to enhance entry level Dialpad Telephony system

6. Remote Hardware Installation and Configuration

7. Site visit only in instances when all Remote troubleshooting is exhausted

​

Dialpad Services
An AI powered cloud communication platform.

1. “Assets” – all Untangled infrastructure, Dialpad hardware/software, networking equipment and other assets made available by Untangled for the execution of the MSA.​​​

2. “MSA Service Fees”- fees which are associated with Untangled’s After Care Support Services and Assets.

3. “Client Responsibility” – All necessary information and diagnostics from the end user needed by the After Care Support Expert to troubleshoot

​

2. SERVICES OVERVIEW

Client identifying requirement for After Care Support Services can contact the After Care Support Expert during business hours from Monday to Friday 8:00AM to 5:00PM AEST, except during Government Declared Public Holidays. Client nominated Super Admin may contact the After Care Support Services via:

​​

• Phone Number –

• Trouble Ticket –

• Email – support@untangled.com.au

​

Untangled’s After Care Support Services covers the following areas of remote technical troubleshooting for Clients with Dialpad Services.

​​

• Technical assistance for individuals and/ or groups

Client identified individual and/ or groups with provisioned Dialpad Licenses needing support due to errors or faults prohibiting further use of Dialpad, or impacting business operations.

​

• ​Troubleshooting on Telephony Call Routing

Client identified routing errors that may have been caused due to Client Made changes on Client Dialpad Admin or Backend Configurations.​

 

• Change Management

Managing the user license assignment by adding it as an Operator to Client Main Line or Departments.

 

Dialpad User Account Management

The addition or removal of user licenses that a Client has subscribed to, depending on the Client Telephony Set Up this can lead to After Care Support Expert:

​

• Managing the user license assignment by adding it as an Operator to Client Main Line or Departments. Operator is the Client Dialpad user responsible for answering calls to the Main Line or Department.

​

• Managing the user license assignment by grant admin privileges, should the Client nominate a secondary Office or Super Admin.

​

Desk Phone and Room Phone Allocation

• The change of ownership of a Desk Phone or Room Phone to a user, a number, or simply moving and configuring the phone into a different location within the Client’s office location.

 

• The change of ownership of a Desk Phone or Room Phone to a user or a number can and may require the After Care Support Expert to do remote troubleshooting, configuration, and installation to satisfy and fulfill the Change Management requirement.In the event that an Untangled supplied Desk Phone or Room Phone is diagnosed as faulty or causing errors in the After Care Support Expert to complete remote phone configuration and installation, Untangled After Care Support Expert can make the decision to:

​

1. Request for the Desk Phone or Room Phone to be sent back to Untangled Offices for further physical diagnostics.

2. Book a Technician to go to the Client Office for further scoping of issues that may be impacting a successful Desk Phone and Room Phone Allocation to Client, this may constitute a chargeable service in which it is the responsibility of the After Care Support Expert to scope the needed on-site service and to send an invoice to which the Client will approve prior to commencement of any on-site After Care Support Service. Any 3rd party software or hardware not supplied by Untangled that is isolated and detected as an underlying factor to complete the Desk Phone and Room Phone Allocation will be referred to the Client. The Client will assume responsibility to lodge a trouble ticket with the 3rd party software or hardware support not supplied by Untangled.

 

Enterprise Management: Creation of Interactive Voice Response (“IVR”) branching out to Departments or Secondary Office

​

• Implementation of Experiments to enhance entry level Dialpad Telephony System. A Client may enquire about features and functionalities that are not necessarily included in the entry level Dialpad Telephony System set up front, these requests and requirements come once Client and Client Staff have been using their Dialpad Telephony System for a while and later enquire on:

​

1. Transfer to External Number in the IVR

2. Auto Call Recording for entire Client Business Main Line and Departments

3. Hardphone or Device Speed Dialling Program

4. Enabling Call Parking on Main Line Number

5. Advanced Call Analytics using Call Journey

6. Remote Hardware Installation and Configuration

​

• The After Care Support Expert will action on the advanced backend configuration requirements, however Client needs to understand these requirements may need license upgrade from Standard to Pro or Enterprise.

​

• Client assumes all cost responsibility required to do any license upgrade to fulfill experiments to enhance Client Dialpad Telephony System and Reporting capabilities.

​​​​​​​

​

Remote Hardware Installation and Configuration

• After Care Support Expert will execute any Remote Untangled Provided Hardware Installation and Configuration requests submitted by the Client through a remote desktop sharing session or over the phone troubleshooting.It is the responsibility of the Client to ensure that the Hardware is correctly plugged in to a power source, adapter, or switch to allow After Care Support Expert to follow through on backend configurations needed, the Client will participate in configurations instructed by the After Care Support Expert during the remote desktop sharing session or over the phone troubleshooting.In the case, where the Client requests for Site Installation:​

​

1. The Client will explicitly provide Untangled and the After Care Support Expert approval to move forward with On Site Installation on Client expense through a signed Untangled Invoice. After Care Support Expert assumes responsibility to coordinate schedules, location, and Client Contact to gain access to Client Office and the Untangled Provided Hardware for completion of installation and configuration.

​

• In the case, where After Care Support Expert deems Untangled Provided Hardware is faulty or identifies further Client On Site diagnostics is required:

​

1. After Care Support Expert assumes responsibility to exhaust all troubleshooting and diagnostics to isolate error faults on the Untangled Provided Hardware for completion of installation and configuration.
   Should the After Care Support Expert identify Untangled NBN as an underlying condition or impact to complete installation and configuration, the After Care Support Expert assumes responsibility to proceed with troubleshooting and liaise with the necessary varying levels of Untangled NBN Support Tiers.Should the After Care Support Expert identify 3rd Party Hardware or Software as an underlying condition or impact to complete installation and configuration, the Client assumes responsibility to raise the necessary troubleshooting support with the appropriate 3rd Party Hardware or Software provider.

​​

• Untangled NBN

1. Service Interruption or Bandwidth Performance Test
   It is the responsibility of the Client to report any Untangled NBN Performance Issues to the After Care Support Expert. Diagnostics and testing will be conducted, and if the After Care Support Expert identify Untangled NBN as not performing per Untangled NBN Plan Client has subscribed to, the After Care Support Expert assumes responsibility to proceed with troubleshooting and liaise with the necessary varying levels of Untangled NBN Support Tiers.

2. Client Supplied Equipment
   Untangled may install certain Client-provided communications equipment upon installation of Service, but Untangled shall not be responsible for the operation or maintenance of any Client-provided communication equipment. Untangled undertakes no obligations and accepts no liability for the configuration, management, performance or any other issue relating to Client’s routers or other Client-provided equipment used for access to or the exchange of traffic in connection with the Service.

3. Untangled Networks Obligations
   Untangled will provide a design of the overall network for the Services being delivered, but will work in good faith with Client to determine the type of interface for the Service(s), Demarcation Point(s), and placement of Untangled’s Supplied Equipment. Untangled will configure, provision, and maintain its network and Untangled Supplied Equipment to keep it in conformance with the specifications delineated for each type of Service. If, however, the need for such Routine Maintenance is caused by or a result of Client’s improper use or operation of Client’s Equipment, Untangled may charge Client for such repair or maintenance.

4. Service Outage
   Untangled makes no guarantee that any Service will be error free or free from Service interruptions. “Service Outage” shall mean a complete interruption, severe degradation, or failure of communication of the Client’s Service between Demarcation Points, not caused by Force Majeure, Routine Maintenance, Client’s Equipment, or Client’s acts, or omissions, including, but not limited to any violation of the Fair Use Policy, any refusal to release the Service to After Care Support Services and After Care Support Expert for maintenance, testing or repair, or any period in which After Care Support Expert is not given access to Client’s Premises.
   Thus, if Client reports a Service is inoperative, but declines to release it for testing and repair, it is considered to be impaired, but shall not be deemed a Service Outage. The duration of a Service Outage is measured from the time the interruption is reported to or detected by Untangled NBN, whichever occurs first, and terminates at the time the Service(s) can pass traffic, subtracting any delay time associated with After Care Support Expert’s inability to access the equipment and/or Untangled NBN facilities at Client’s Premises.If Client requests that After Care Support Expert assists Client in investigating any Service Outage and After Care Support Expert determines that the Service Outage was not a result of Untangled NBN’s Supplied Equipment, network or facilities, After Care Support Expert may invoice Client for on-site assistance base on the On-Site Chargeable Rate Card, Section 7) PRICING & ASSOCIATED FEES

5. Service Outage Credits
   Untangled NBN makes no guarantee that any service will be error-free or uninterrupted.
   As such, Client’s sole and exclusive remedy for any Service Outage shall be the “Service Outage Credits” provided in the applicable Exhibit(s) attached to and incorporated in these Terms. The Service Outage Credit(s) are not compounding, Client may not claim more than one credit for an impacted Service, and in no event, will the Service Outage Credits in any one (1) month exceed 100% of the MRC for such Service. To receive a Service Outage Credit(s), Customer must be in good standing with Untangled NBN, current in all its obligations, and notify After Care Support Services that it is exercising its right to receive a Service Outage Credit(s) within sixty (60) days of the Service Outage, or such right shall be waived.

6. Proactive Monitoring
   ONLY APPLICABLE IF DIALPAD SUPPORT ISSUES REPORTS ON EVENTS, UPDATES, OUTAGES

7. Incident and Problem Management
   In the instance where Client detects a fault or error on Client critical Dialpad Telephony System the After Care Support Expert will manage the incident from end to end, in accordance to the Fair Use Policy outlined in Section 4) FAIR USE POLICY.The After Care Support Expert will manage and oversee corrective actions to incidents with a focus on reducing the impact to Client Telephony Systems.The After Care Support Expert may fix a fault or an error to allow Client Telephony Systems to operate, however the underlying root cause may still exist. Depending on how complex the resolution to the Client Telephony Systems is, it may require involving varying Untangled After Care Support Expert and Dialpad Engineers to resolve, in this instance the Service Level Commitment will be nullified.

​​