1. iCHARMS – PRO IT Reliable Support (CMS) – Introduction:

In our fast-paced world, the inextricable link between IT and business is now so hardwired that it is almost impossible to imagine one without the other. Put quite simply, if your company is not digitised or online 24/7, 365 days a year, then it probably isn’t functioning at all. In our digital era, it is no exaggeration to say that a modern business can only be as powerful as its IT Systems.   As iCHARMS is our own product designed and developed by us, we are in the best position to offer you the most reliable up to the minute complete IT support solutions for both the products.   We are also on hand in times of need and can provide crucial backup and troubleshooting, as well as the latest cyber security to protect your data which is your organisations’ most precious assets.  

2. Our Services | Do more, worry less and leave the rest (up-to us).

At Techno Serve Ltd we aim to provide full and bespoke IT support services, tailored to our client’s business and its unique requirements having the above motto for our client.   Our services start with an in-depth consultation to pinpoint and analyse exactly how, where and why we can help your business get more out of its computing systems.  

2.1 We shall offer the following and more to CARE AND RELIEF FOUNDATION:

  • Software solutions
  • Virtual servers, data hosting and online backup
  • 360-degree network security, including malware and antivirus
  • Expert IT engineers and technicians
  • Troubleshooting support via phone, email or instant messenger
  • Data quality management and Data Import / Export as per timely requirements for your management.
  • Fixing any data issues on a priority basis, including dealing with Country Office Admin for CMS.

3. On Call Support | We are here for you:

Our dedicated team of fully trained IT professionals are available for your support needs during normal office working hours which can be extended as per your priority need. In addition to expert advice, we use a unique dual flag and track system, which means that all outstanding issues are followed up until marked complete by both us and the client. We are aiming to store Investigation history forever in a secure server, meaning no issue is needlessly looked into twice; saving time and resources. I hope, so far you may rate our communication and availability ‘very good’ if not ‘excellent’ in resolving underlying issues at the earliest.  

4. Customer Audit | Processes that Save Crucial Time and Potential Economic and Work Loss:

We are just a phone call or email away. You can call us on +44(0)7429466754 and email us on support@technoservesoftwaresolutions.com   During troubleshooting; our friendly and skilled consultants use remote desktop access in order to both investigate and provide walk-through fixes and demonstrations, fast – helping you resolve issues without additional costs in future. Experts on hand are available most of the day in normal working hours in accordance with Clause 3, which can be extended for your ease and availability with Advanced Pricing Options.  

5. Client Case Study | The difference it can make to go with iCHARMS PRO – IT Reliable Support:

In the case of CARE AND RELIEF FOUNDATION there are hundreds of issues that can be listed down as ‘case study’ which I strongly believe is not needed for you to make a wise and informed decision. I leave this section blank, as noting down one of the case study won’t do justice to the problems faced, efforts and technical knowledge applied to find a solution, solution found – mutually discussed and agreed and actual implementation of that solution followed by retesting with a confirmation from your side of a proper and expected outcome.  

6. iCHARMS – PRO IT | Pricing Plans – Flexible Fees Designed To Suit All

We call this as ‘’The Best Investment of any Organisation on its Assets’’.   iCHARMS – PRO IT Support Services offer a simple choice of packages at fixed price points to give flexibility and avoid large per hour fees.   Pricing Structure Details: The outlined pricing structure is specifically tailored for the inaugural year of service. Following the initial 12 months, CARE AND RELIEF FOUNDATION will seamlessly transition to a rolling monthly contract. It’s crucial to note that the pricing for subsequent periods may undergo revisions. These revisions are contingent upon factors such as inflation rates and workload demands, ensuring that the pricing remains reflective of the evolving nature of the services provided. Transition to Rolling Monthly Contract: After the first year, CARE AND RELIEF FOUNDATION will move away from the fixed annual commitment and enter into a rolling monthly contract. This transition allows for greater flexibility in adapting to the evolving needs of the client while maintaining a consistent and reliable support structure.   Deactivation Notice: In the event that a client wishes to deactivate their account, it is required to provide a minimum of one month’s notice. This notice period is essential for facilitating a smooth transition and allows both parties to finalise any outstanding matters. Additionally, CARE AND RELIEF FOUNDATION are expected to fulfil the necessary payment obligations during this notice period, ensuring a proper account closure without any disruptions in service or support. This transparent and collaborative approach to pricing and deactivation procedures reflects our commitment to maintaining a positive and mutually beneficial partnership with our CARE AND RELIEF FOUNDATION.  

6.1 Basic Level Support:

Sr. No Services Offered
1 Remote Desktop Support Including Email or Phone Call Support
2 Dedicated Expert Team in Normal Working Hours in India

6.2 Custom Solutions:

Custom Solutions are also available in case it arises upon use of the application in the long run. These custom solutions will be provided as per the requirements and charges negotiated and agreed mutually.  

6.3 Superseding All Previous Support Related Contracts / Agreements:

This support contract for iCHARMS supersedes all earlier support contracts and therefore all earlier support contracts stand void since the start of this support contract date which is 01st November 2023.  

7. Our Promise | We Understand Your Needs Most:

Given how crucial IT is to the running of your business, we understand that any malfunctions can rapidly result in disruption of operations; leading to losses in revenue, time, efforts and more. That’s where we come in and we have a simple promise as follows: Response to ANY query before the end of the working day   Between the hours of 10.00am and 18.00pm – IST  

7.1 How it works:

If an IT query is not solved at first contact, we will seek a solution and give you an update before the end of the working day / until a resolution is reached on the same day. This applies for both packages on offer.  
‘’With iCHARMS – PRO IT SUPPORT, you’ll never be alone’’.
 

8.iCHARMS – PRO IT | Next Steps:

  Are you ready to begin your iCHARMS – PRO IT revolution?  

8.1 SIGN UP TODAY

We have made engaging our services a simple 2 step process with ‘’No Extra Paperwork, No Fuss’’ Approach:   Add your Signature / Digital Signature below and click ‘Sign Proposal’ or Sign It Your iCHARMS – PRO IT Support Services Agreement is included in this document.   We very much look forward to working with your business.  

 8.2 Signing up Form | Select the Options Package with Alphabet ‘S’:

Basic Level Support:
  Advanced Level Support:  

8.3 We’re ready to start, are you?

  Note: We would like to mention here that this contract is being signed today on the above noted date with the start of this contract, effective date being the 01st November 2023 as things have got delayed in signing it for not being able to meetup and discuss things in detail.

9. iCHARMS – PRO IT Support Agreement | Terms & Conditions:

This Agreement (“Agreement”) is made as of ‘01st November 2023″ by Techno Serve Ltd (Provider) located at 22 Ombersley Road, Birmingham, England, B12 8XD and CARE AND RELIEF FOUNDATION located at109 Woodfield Road Balsall Heath Birmingham B12 8TE.
 
It is hereby AGREED as follows:
 

9.1 Scope of Work:

Client is a contracting Provider to provide IT maintenance, technical support, and data quality management for “CARE AND RELIEF FOUNDATION” for everything that is currently used or available to use by the client to date (01st November 2023). PROVIDER agrees to provide such services to the Client on a monthly payment basis. Any reported issue will be acknowledged within 24 – 48 hours of the reported time, which we will try to resolve at the earliest depending upon the technical severity of the reported issue. Services not considered “standard IT maintenance, technical support, or hosting” are subject to be charged at a separate rate and are not to be considered part of this agreement.  

What is included in this Agreement:

Unlimited support of the following monthly, which includes: Unlimited Downtime Maintenance Bug Fix Maintenance including data related issues Technical Support (See Deadlines and Deliverables) Web hosting through a third-party provider – currently through Layershift.com a UK Based server provider and Knownhost.com an American based Server provider to allow your application to be accessible online. Assisting with downtime or performance issues by liaising with the web hosting provider. Media and static file hosting through our third-party providers to serve images, videos, and static files required. Regular server backups. Regular monitoring and updating to ensure performance across all the latest versions of installed software. Standard IT maintenance for monthly, which includes: Regular monitoring and updating to ensure performance across all the latest versions of installed software. If any regular maintenance or software update procedure requires any third-party services which are chargeable then the charge will have to be borne by the Client. All the monthly services offered in this agreement expire at the end of each calendar month and do not roll over for future use.  

9.1.2 What is NOT included in this Agreement:

Emergency out of hour’s coverage unless agreed separately (Advanced Level Support); hardware protection against failure if not covered under third party guarantee.  

9.2       Payment:

 

9.2.1 Payment Schedule:

Client agrees to pay PROVIDER a total for the package selected in exchange for the above services. The first payment is due upon execution of this Agreement. Subsequent payments will be due every month thereafter in advance on the first working day of each month.  

9.2.2 Late Payments:

If the Client fails to pay any amount properly due under the Agreement by the due date, PROVIDER may, after giving three days’ notice to the Client, suspend any work until payment is made in full. PROVIDER reserves the right to withhold delivery of any current work if accounts are not current or overdue invoices are not paid in full.  

9.2.3 Third Party Fees:

The Client is responsible for all third-party fees, including any necessary licence fees required to purchase and install new software. These fees will be communicated to the client in writing and shall not be incurred prior to written confirmation of acceptance of the cost.  

9.2.4 Changes to Pricing Plan

The pricing plan in Clause 6 shall not be increased for an initial period of 12 months. PROVIDER shall give the Client a minimum of 60 calendar days’ notice of any planned increase in pricing thereafter. The Client may terminate the contract if the increased pricing is unacceptable to the Client and a comprehensive handover as per Schedule 1 shall be carried out prior to termination.  

9.2.5 Deadlines & Deliverables:

PROVIDER will respond via email to all maintenance requests from Client within 24 hours on weekdays with a confirmation that the request was received as well as an estimated completion date. Maintenance requests received after 5:00 pm IST on weekdays may not be completed until the next business day unless prior arrangements have been made.   PROVIDER will make all reasonable efforts to adhere to all quoted deadlines for the deliverables in the Client’s maintenance requests. In the event that PROVIDER has any issues in delivering on a quoted deadline, Client will be notified via email the reasoning for any change and an estimate of time required given.  

9.2.6 Additional Services:

Any revisions, additions or redesign the Client requests Provider to perform that is not specified in this document shall be considered “additional” and will require a separate agreement and payment. PROVIDER shall advise Client on any requested work that falls within these bounds and there shall be no obligation on the Client to agree to any additional services.  

9.2.7 Indemnity for Third Party Loss:

PROVIDER agrees to indemnify the Client against all claims, judgments, decrees, reasonable costs and expenses, including reasonable attorney’s fees, incident to any proceeding which may be brought against the client or its agents, distributors, customers or other vendors based on a claim of alleged copyright, trademark, or alleged misappropriation of a trade secret, as well as for a claim of alleged unfair competition resulting from similarity in design, trademark or appearance of Contract Products and Services provided under this Agreement.   PROVIDER agrees that it will, upon request of the Client and at PROVIDER’S own expense, defend or assist in the defence of any action which may be brought against the Client or its officers, employees, agents, distributors, customers, or other vendors for these claims of alleged infringement, misappropriation, or unfair competition. The Client agrees to notify PROVIDER promptly upon receipt of notice of infringement or information of such a suit having been filed. This indemnification will be in addition to all other obligations under this Agreement.   PROVIDER agrees to indemnify the Client against all claims, judgments, decrees, reasonable costs and expenses, including reasonable attorney’s fees, incident to any proceeding which may be brought against the Client or its agents, distributors, customers or other vendors based on a claim naming the PROVIDER, of alleged copyright, trademark, or alleged breach of data protection.   PROVIDER agrees that it will, upon request of the Client and at Client’s own expense, defend or assist in the defence of any action which may be brought against the Client or its officers, employees, agents, distributors, customers, or other vendors for these claims naming the Client of alleged breach of data protection. The Client agrees to notify PROVIDER promptly upon receipt of notice of breach or information of such a suit having been filed. This indemnification will be in addition to all other obligations under this Agreement.  

10. Indemnification:

 

10.1: Techno Serve Ltd Indemnification:

Techno Serve Ltd will indemnify, defend, and hold you harmless from any third party claim brought against you that the Services, as provided by Techno Serve Ltd, infringe or misappropriate any UK patent, copyright, trademark, trade secret, or other intellectual property rights of a third party, provided:   Use of the Services by you is in conformity with the Agreement and Documentation   The infringement is not caused by modification or alteration of the Services; and/or   The infringement was not caused by a combination or use of the Services with products not supplied by Techno Serve Ltd. Techno Serve Ltd.’s indemnification obligations are contingent upon You:   Promptly notifying Techno Serve Ltd in writing of the claim;   Granting Techno Serve Ltd sole control of the selection of counsel, defence, and settlement of the claim; and   Providing Techno Serve Ltd with reasonable assistance, information and authority required for the defence and settlement of the claim. This Section states Techno Serve Ltd.’s entire liability (and shall be your sole and exclusive remedy) with respect to indemnification to you.  

10.2: Your Indemnification:

You agree to indemnify, defend, and hold harmless Techno Serve Ltd and its Affiliates, and its directors, employees and agents from and against any claims arising out of or due to:   Your Data;   Your (or Your User’s) breach of this Agreement;   Your (or Your User’s) use of the Services, Software or Documentation in violation of third-party rights, including any intellectual property or privacy rights, or any applicable laws; or   Your (or Your User’s) misuse of the Services, Software or Documentation.  

11.Miscellaneous:

 

11.1 Headings

The section headings contained in this Agreement are for reference purposes only and shall not affect the meaning or interpretation of this Agreement.  

11.2 Relationship

PROVIDER will perform services hereunder only as an independent contractor. Client is to have no control over the methods and means of accomplishing the desired result. PROVIDER will not be construed to be an employee or agent of Client.  

11.3 Assignment

The Client or PROVIDER cannot assign or transfer this Agreement to anyone else without the written permission of the other party.  

11.4 Limitation of Liability

In no event will either party be liable, whether in contract, tort, or otherwise, for any incidental, special, indirect, consequential or punitive damages, including, but not limited to, damages for any loss of use, loss of time, inconvenience, commercial loss, or lost profits, savings, or revenues, to the full extent such may be disclaimed by the law of England and Wales .   The total liability of PROVIDER, whether for breach of contract, warranty, negligence, strict liability in tort or otherwise, is limited to the price of the particular services purchased, sold, or otherwise at issue hereunder with respect to which losses or damages are claimed.   We are in no way responsible for the loss occurred (Financial or digital data loss) due to failure of services provided by third party software or due to changes in their policy at any time of usage of our product – software application.  

11.5 Construction

Both parties have had adequate opportunity to obtain legal representation and this Agreement reflects arms’ length negotiations. Neither party will be deemed the drafter and no ambiguity in the Agreement will be construed against either party.  

11.6 Contract Cancellation

The Client may cancel or choose not to renew this Agreement at any time by providing written notice to PROVIDER. Within five business days of such cancellation, Client will be responsible for any potential / actual loss of data or economic loss that may arise and technical support provider, as PROVIDER will no longer provide any of the services mentioned in this agreement.   Any fees billed to and/or paid for by the Client up until the point of cancellation are non- refundable and will not be reimbursed by PROVIDER to the Client. PROVIDER may cancel or choose not to renew this Agreement at any time by providing 30 days written notice to Client. In the event of cancellation or nonrenewal by the provider, PROVIDER will provide a prorated refund for unused services to Client. The PROVIDER shall not terminate this Agreement until a comprehensive handover has taken place and both parties are happy that all necessary handover tasks have been carried out in accordance with Schedule 1.  

11.7 Governing Law

This Agreement shall be governed by the laws of England and Wales. Any disputes arising under this Agreement shall be settled by arbitration, to take place in England and Wales.  

11.8 Severability

If any provision of this Agreement shall be unlawful, void or for any reason unenforceable, then that provision shall be deemed severable from this Agreement and shall not affect the validity and enforceability of any remaining provisions.  

11.9 Entire Agreement

This Agreement contains the entire agreement of the parties with respect to the subject matter of the Agreement. The Agreement supersedes any prior agreements, understandings, or negotiations, whether written or oral. This Agreement can only be amended through a written document formally executed by all parties.