Effective Date: 01 January 2025
RALM Tech provides a variety of specialised services designed to meet the unique needs of our clients. These Service-Specific Agreements (“Agreements”) outline the terms and conditions governing individual service offerings within the RALM Tech network, including managed IT solutions, cloud services, and cybersecurity engagements. By utilising our services, you agree to the terms detailed in the corresponding Agreement.
1. Managed IT Services Agreement
Scope of Services
- Provision of IT support, infrastructure management, and technical consulting tailored to client requirements.
- Services include, but are not limited to, remote support, on-site support, network monitoring, and IT strategy planning.
Service Levels
- Support is available during specified business hours or 24/7 based on your plan.
- Response and resolution times are outlined in your Service Level Agreement (SLA).
Client Responsibilities
- Provide accurate information about your IT environment and needs.
- Maintain hardware and software compliance to avoid service disruptions.
2. Cloud Services Agreement
Scope of Services
- Delivery of cloud hosting, migration, security, and application management services.
- Includes public, private, and hybrid cloud configurations based on client selection.
Data Handling
- RALM Tech implements industry-standard measures to protect your data.
- Clients are responsible for ensuring data backups unless otherwise specified in the agreement.
Termination
- Cloud services may be terminated with a minimum notice period as stated in your contract.
- Data access and retrieval options will be provided upon termination.
3. Cybersecurity Services Agreement
Scope of Services
- Provision of threat detection and response, endpoint protection, compliance support, and training programs.
- Includes incident response services for rapid mitigation of cybersecurity threats.
Incident Response Retainer
- Clients engaging in cybersecurity retainers will have access to predefined incident response resources.
- Retainer details, including hours covered and response timelines, are outlined in the agreement.
Limitations
- RALM Tech is not liable for incidents arising from client negligence, such as failure to update systems or address vulnerabilities.
4. Professional Services Agreement
Scope of Services
- Consulting engagements, custom software development, and IT project management tailored to client goals.
- Services are delivered according to agreed project timelines and milestones.
Deliverables
- All deliverables are specified in the Statement of Work (SOW) included with the agreement.
Payment Terms
- Milestone-based or monthly billing as defined in the agreement.
5. Payment and Billing
- Payment terms, invoicing schedules, and accepted payment methods are detailed in each service-specific agreement.
- Late payments may result in service suspension or additional fees.
6. Termination
- Each agreement specifies the notice period required for termination.
- Upon termination, clients are responsible for outstanding balances and equipment returns, if applicable.
7. Changes to Agreements
We reserve the right to update these agreements. Clients will be notified of changes and provided the opportunity to review before continued use of services.
8. Contact Information
For questions or to request copies of specific service agreements, please contact us:
- Email: legal@ralm.tech
Thank you for choosing RALM Tech. Our service agreements are designed to provide clarity and ensure a seamless partnership.