Last Updated: January 24, 2023
Last Updated: January 24, 2023
These General Terms and Conditions for IT Services (“Terms and Conditions”) are a contract between Hartmann Industries, LLC. (“Hartmann Industries”) and the customer (“Client”) with respect to the provision of IT services by Hartmann Industries to Client (“IT Services”).
WHEREAS, Hartmann Industries is in the business of providing IT Services to Clients; and
WHEREAS, Client wishes to contract with Hartmann Industries to provide IT Services;
NOW, THEREFORE, in consideration of the mutual promises and covenants herein contained, the parties agree as follows:
“IT Services” refers to the technical services provided by Hartmann Industries to the Client, which may include, but are not limited to, consulting, project implementation, maintenance, support, and training services, and are provided on a fixed-fee and fixed-scope basis.
“Hartmann Industries Personnel” refers to all individuals employed by, or otherwise contracted with, Hartmann Industries who are engaged in the provision of IT Services to the Client.
“Client Personnel” refers to all individuals employed by, or otherwise contracted with, the Client who are engaged in the provision of IT Services to the Client.
“24×7” and “24x7x365” refer to twenty-four (24) hours per day, seven (7) days per week, three hundred sixty-five (365) days per year.
“Goods” refers to any tangible items and materials supplied by Hartmann Industries in connection with the provision of IT Services to the Client.
“Order” refers to the legally binding purchase order, invoice, or other written agreement between Hartmann Industries and the Client.
“Period” refers to a specific duration of time, as may be agreed upon between Hartmann Industries and the Client, during which IT Services will be provided.
“Plan” refers to the plan for the provision of IT Services as outlined in the Order.
“Public Holidays” refers to any day designated as a public holiday throughout New Jersey, excluding bank holidays.
“Rates” refers to the monthly and hourly rates, as well as other charges for IT Services, including call-out fees and Return/Cancellation Fees, as outlined in the Rates Schedule, Plan, Plan Schedule, Quote, contract, or arrangement entered into by Hartmann Industries and the Client, or as outlined in these Conditions. Additionally, “Rates” also includes any payments due to Hartmann Industries on a quantum merit basis for any work performed.
“Quotes” refers to the estimates of the cost and duration of the IT Services provided by Hartmann Industries to the Client.
“Reasonable Assistance Limits” refers to the maximum amount of time, effort, and resources that Hartmann Industries will reasonably allocate to providing IT Services to the Client.
“Return/Cancellation Fee” refers to the fee charged by Hartmann Industries for any IT Services that are returned or cancelled by the Client.
“Call Out Fee” refers to the fee charged by Hartmann Industries for any on-site IT Services provided outside of regular business hours.
“Rates Schedule” refers to the schedule outlining the rates and charges for IT Services provided by Hartmann Industries to the Client.
“Plan Schedule” refers to the schedule outlining the plan for the provision of IT Services as agreed upon between Hartmann Industries and the Client.
“Service Request” refers to the request made by the Client for IT Services provided by Hartmann Industries.
“Software” refers to any software or application provided by Hartmann Industries in connection with the provision of IT Services to the Client.
“Ticket” refers to the document or electronic record created by Hartmann Industries to track and manage the IT Services provided to the Client.
“Work” refers to the IT Services provided by Hartmann Industries to the Client as outlined in the Order, Plan, and Plan Schedule.
Neither party shall be liable for any delay or failure in performance of its obligations under these Terms and Conditions to the extent that such delay or failure is caused by any act of God, war, civil commotion, strikes, lockouts, or other industrial disputes, fire, flood, drought, tempest, or any other cause beyond the reasonable control of the party in question. The party affected by such an event shall give notice to the other party as soon as is reasonably possible of the nature and extent of the event and the period for which it is expected to continue. If the period of delay or non-performance continues for a continuous period of more than 30 days, either party may terminate these Terms and Conditions by giving written notice to the other party.
In the course of providing IT Services to the Client, Hartmann Industries may be required to contact third-party providers on the Client’s behalf, such as internet service providers. These providers may require the Client’s authorization for Hartmann Industries to act on their behalf. It is the Client’s responsibility to ensure that Hartmann Industries is able to communicate and interact freely with these providers.
When you contact us to ledge a service request only the method below must be used:
Phone: +1 (732) 831-7269
Include a short description of the problem and any screenshots of errors to assist in the resolution of the issue.
If the issue is being lodged by either phone or external email, you must include your name, company, and return contact details.
Service requests must not be lodged directly with technicians or account managers, as this detracts them from resolving the current issue.
We cannot provide any guarantee of response times and resolution times in the following circumstances:
1. Additions, moves, or changes to: users, devices, configurations, or network
2. Issues lodged in any other manner than specified in this Agreement
3. Items caused by hardware or software not meeting our minimum standards
4. Service requests related to Software not on our approved software lists
5. Service requests for issues that have been caused by Client not acting on previously provided advice or recommendations given by Hartmann Industries
6. Service requests for issues caused by Client or third parties modifying any hardware or software configuration
7. Service requests for issues related to user-initiated viruses and malware infections
8. Service requests for issues involving the sourcing of hardware/software
9. Service requests for hardware and software issues of items that are not under current warranty or maintenance coverage
Hereby, Clients that maintain an active Managed IT Service Agreement with plans of Startup, Established, Growth, or Enterprise as described in the current Rate Schedule, agree to the following inclusion list:
|End-User Training Programs||24/7/365 via website||PARTIAL|
|Configure New Profiles on Desktops and Laptops||As Needed||YES|
|Add/Edit/Delete User Accounts||As Needed||YES|
|Forgotten Password Resets||As Needed||YES|
|Archive Old User Accounts (Backup Emails & Files)||As Needed||YES|
|Setup & Maintain Security Groups||As Needed||YES|
|Setup & Maintain Network Drives||As Needed||YES|
|Restore Files from Backups||As Needed||YES|
|Troubleshoot Operating System Not Working||As Needed||YES|
|Troubleshoot Microsoft Office Not Working||As Needed||YES|
|Troubleshoot Anti-Virus Not Working||As Needed||YES|
|Reboot Servers/Desktops||As Needed||YES|
|Troubleshoot Hardware Issues||As Needed||YES|
|Hard Drive Clean-Up (Remove Temporary & Unnecessary Files)||As Needed||YES|
|Warranty Claim Processing||As Needed||YES|
|Microsoft Patch Management (Service Packs & Updates)||Daily||YES|
|Update Approved 3rd Party Applications||Daily||YES|
|Monitor all Critical Servers/Computer Services||24/7/365||YES|
|Monitor Anti-Virus Running & Protection Enabled||24/7/365||YES|
|Monitor Anti-Virus Definitions & Updates||24/7/365||YES|
|Monitor Anti-Malware Running & Protection Enabled||24/7/365||YES|
|Monitor Anti-Malware Definitions & Updates||24/7/365||YES|
|Monitor Hard Disk Health + Space, Defrag If Necessary||24/7/365||YES|
|Monitor High CPU Usage||24/7/365||YES|
|Monitor High System RAM Usage||24/7/365||YES|
|Monitor Security and Event Logs||24/7/365||YES|
|Roll Out Our Best Practice Security Policies||On-Going||YES|
|Monitor Server/Computer Backups||24/7/365||YES|
|Troubleshoot Server/Computer Backup Failures||As Needed||YES|
|Monitor Office 365 Backups||24/7/365||YES|
|Troubleshoot Office 365 Backup Failures||As Needed||YES|
|Manual Test Restore & Report of All Approved Backups||Monthly||YES|
|Clean & Reset Printer Queues||As Needed||YES|
|Troubleshoot Printer Issues||As Needed||YES|
|Add/Edit/Delete Printer Mapping Group Policies||As Needed||YES|
|Add/Edit/Delete Printer Drivers for Existing Printers||As Needed||YES|
|Troubleshoot Printer Hardware Issues||As Needed||YES|
|Troubleshoot Internet Service Provider Issues & Outages||As Needed||YES|
|Troubleshoot Network Switch Issues||As Needed||YES|
|Troubleshoot Wifi Access Point Issues||As Needed||YES|
|Update Wifi SSID / Keys||As Needed||YES|
|Troubleshoot Router Issues||As Needed||YES|
|Troubleshoot Firewall Issues||As Needed||YES|
|Firewall Security Audit & Adjustment||Monthly||YES|
|Monitor Network Switches Operations & Availability||24/7/365||YES|
|Monitor Wifi Access Point Operations & Availability||24/7/365||YES|
|Monitor Router Operations & Availability||24/7/365||YES|
|Monitor Firewall Operations & Availability||24/7/365||YES|
|Add/Edit/Delete MX Records||As Needed||YES|
|Add/Edit/Delete TXT Records||As Needed||YES|
|Add/Edit/Delete PTR Records||As Needed||YES|
|Add/Edit/Delete CNAME Records||As Needed||YES|
|Add/Edit/Delete A Records||As Needed||YES|
|Configure Outlook or Mail App on Mobile Phone/Tablet||As Needed||YES|
|Configure Teams App on Mobile Phone/Tablet||As Needed||YES|
|Configure OneDrive for Business App on Mobile Phone/Tablet||As Needed||YES|
|Add/Edit/Delete Office 365 User Accounts||As Needed||YES|
|Add/Edit/Delete Office 365 Microsoft 365 and Security Groups||As Needed||YES|
|Add/Edit/Delete Office 365 Shared Mailboxes||As Needed||YES|
|Add/Edit/Delete Office 365 Distribution Groups||As Needed||YES|
|Forgotten Office 365 Password Resets||As Needed||YES|
|Archive Old Office 365 User Accounts (Backup Email & OneDrive)||As Needed||YES|
|Restore Office 365 Files & Email from Backups||As Needed||YES|
|Install & Connect OneDrive Desktop Client||As Needed||YES|
|Install & Connect Microsoft Teams Desktop Client||As Needed||YES|
|Install & Connect Power BI Desktop Client||As Needed||YES|
|Install & Connect Power Automate Desktop Client||As Needed||YES|
Backup and restore operation inclusions only apply when using the backup platforms in our standardized technology stack.
We are unable to install any software in which Client does not maintain an active and lawful license for.
Unless noted otherwise, it is implied that all inclusions are conducted remotely by Hartmann Industries’ engineering and support team.
We maintain the sole discretion as to whether Hartmann Industries will cover troubleshooting labor for hardware that was not purchased from Hartmann Industries or if the device is not currently covered by the Manufacturer’s warranty or third-party maintenance agreement.
1. Microsoft Software – Office Suite, Teams, Power Automate, Power BI, etc…
2. Adobe Applications – Reader, Creative Cloud, Photoshop, etc…
3. Java Runtime Environment
4. Keeper Password Manager
5. QuickBooks Desktop
6. Sophos Anti-Virus
7. Google Chrome
8. JetBrains IDE
We will not provide any form of support or software for machines that are below our minimum hardware requirements.
Our standards are assessed and updated on a yearly basis.
Operating System: Windows 10 Professional or Enterprise / Windows 11 Professional or Enterprise
Operating System Type: x86-64 (commonly referred to as “64 Bit”)
CPU: Intel i5 (from 2019 to present); Intel i7 (from 2019 to present); Intel i9; incl. AMD equivalents. ARM is not supported.
RAM: 8GB DDR3
Storage: 256GB SATA SSD
NIC: Gigabit Ethernet or 802.11ac Wireless Connection
Physical Condition: Must be in general good working condition