Date : 19th Jun, 2025
This IT Outsourcing Services Agreement ("Agreement") is entered into by and between Thinking Technology Limited ("Service Provider") and your company ("Client") as of the date first written above. The purpose of this Agreement is to outline the terms and conditions under which the Service Provider will provide IT support services to the Client.
1. Scope of Services
Service Provider agrees to provide the following IT support services ("Services") to the Client:
a. Server Administration (for advance customer):
- Manage user accounts.
- Folder access and permissions on file server
- Trouble shooting on server problem
- Backup monitoring
- Disk space usage monitor
- Monthly server report
- Monthly server healthy checking
b. Email administration (for advance customer):
- Managing email accounts, distribution lists, and mailboxes
- Configure auto-forwarding
- Configure auto-reply
- Mailbox usage alert
- Email send and receive trouble shooting
- Spam control (release blocked email, setup (white list and black list)
c. Network administration (for advance customer):
- Trouble shooting network issue
- Release blocked web site
- Wi-Fi connection trouble shooting
- Broadband usage monitoring
d. PC Support Services:
- Email connection problem
- Trouble shooting of Microsoft Office
- Server connection problem
- Printing issue
- Login and startup problem on Windows platform
- Software installation
- Antivirus updates will be based on the client's purchased license and managed through cloud-based versioning and configuration tools available in the admin portals.
e. Documentation (for premium customer):
- Yearly update on network diagram
- Yearly update on server document
The scope services will apply on the device(s), server(s) and workstation(s) that included in the invoice. We have the right to reject to provide services to any other hardware(s) that are not listed.
Exclusions from Service Plan:
The standard service plan does not include additional IT services such as:
- Network usage monitoring
- Cybersecurity threat prevention
- Network reconfiguration
- Event log monitoring
- New device installation
- Any other IT security-related services
Such services may be provided separately at additional cost, upon the Client's request.
“Hardware and software maintenance services are not included under the scope of this agreement. This includes, but is not limited to, troubleshooting hardware malfunctions, performing software updates or patches, resolving compatibility issues, or replacing system components. Any such services required shall be addressed under a separate service agreement."
2. Additional Charge Services
In addition to the Services outlined in Section 1 of this Agreement, Service Provider can provide the following services at an additional charge, as requested by the Client. Following is some of the examples:
a. New Server Installation:
- Set up and configure new servers as required
b. New Network-Attached Storage (NAS) Installation:
- Set up and configure new NAS devices as required
c. New Software Installation:
- Install and configure new software on workstations or servers as requested
d. New Workstation, Printer, or Other IT Devices Installation:
- Set up and configure new workstations, printers, or other IT devices as required
e. Disaster Recovery Service:
- Assist with disaster recovery efforts, including data recovery and system restoration
f. Backup Restore Service:
- Restore data from backups as needed
g. Server Re-installation, reconfiguration and Windows Server update :
- Re-install and configure server software as requested
- Setup and implement group policy
- Windows Server update services
h. Firewall Installation and Reconfiguration Service:
- Install and configure firewalls to protect the Client's network
- Setup VPN or create VPN account
i. New Uninterruptible Power Supply (UPS) Installation:
- Set up and configure new UPS devices as required
Pricing for these additional services will be determined on a case-by-case basis and will be agreed upon by both parties before the commencement of any work. Service Provider will provide a detailed quote for the requested services, and Client's written approval will be required before proceeding.
3. Service Level Agreement
Service Provider agrees to respond to and resolve any support requests within [timeframe] during normal business hours. Service Provider will make every effort to provide prompt support outside of these hours, subject to availability.
4. Fees and Payment Terms
Client agrees to pay Service Provider a monthly fee of [amount] for the Services outlined in this Agreement. Payment is due on the [day] of each month. Late payments may result in suspension of Services.
5. Fees for Additional Charge Services
Fees for additional charge services will be billed separately from the monthly fee outlined in Section 4 of this Agreement. Payment terms for these services will be specified in the quote provided by Service Provider and agreed upon by both parties.
6. Term and Termination
This Agreement shall commence on the date first written above and shall continue for an initial term of [number] months. Thereafter, this Agreement shall automatically renew for successive [number] month terms unless either party provides written notice of its intention not to renew at least [number] days before the end of the then-current term. Either party may terminate this Agreement for cause upon [number] days' written notice to the other party.
7. Confidentiality
Both parties agree to maintain the confidentiality of any proprietary or confidential information disclosed by the other party during the course of providing or receiving Services under this Agreement.
8. Miscellaneous
This Agreement constitutes the entire understanding between the parties with respect to the subject matter hereof and supersedes all prior negotiations, discussions, and agreements between the parties. This Agreement may be amended only by a written instrument executed by both parties.
9. Limitation of Liability
The Service Provider is not responsible for any kind of loss or damage resulting from the services provided. This includes things like loss of profits, data, or business opportunities.
10. Client Responsibilities
The Client agrees to provide timely access to necessary facilities, devices, systems, and personnel to enable the Service Provider to perform the Services. The Client shall ensure that the operating environment meets the minimum requirements for IT support and will supply accurate and timely information as reasonably requested by the Service Provider.
11. Data Privacy and Security
The Service Provider shall take reasonable measures to protect any confidential or sensitive data handled during service delivery. However, the Client acknowledges and agrees that the security of digital information cannot be guaranteed. The Client is responsible for maintaining data backups and complying with applicable data protection laws.
12. Support Request Procedure
All support requests must be submitted through email to support@thinking.com.hk. The Client will designate a primary contact person authorized to make service requests and receive communications regarding IT matters.
13. Force Majeure
Neither party shall be liable for any delay or failure in performance resulting from causes beyond its reasonable control, including but not limited to natural disasters, pandemics, government restrictions, labour strikes, and power outages.
14. Intellectual Property Rights
All documentation, configurations, and other deliverables created by the Service Provider in the course of providing Services shall remain the property of the Client, unless otherwise agreed in writing. The Service Provider retains ownership of any proprietary tools, scripts, or templates used during service delivery.
15. Amendments
This Agreement may be amended or updated at any time. Any changes shall take effect upon being posted or otherwise made available. Continued use of the services after such modifications constitutes acceptance of the revised terms.
16. Working Hours
Service Provider shall deliver all standard services during regular business hours, which are Monday through Friday, from 9:00 AM to 6:00 PM, excluding Saturdays, Sundays, and public holidays observed in the Hong Kong SAR. Services requested outside of these hours may be subject to additional charges and will be provided based on availability.
