Construction Enterprise Deluxe Citrix Nerds Support Contract Contractually Guaranteed Citrix Support 24 hours a day! The Citrix Nerds Construction Enterprise Deluxe support contract costs $49,995 annually or $4000 monthly with a one year commitment after a $995 startup cost and includes 100 hours of labor, with a 2 hour rapid response service level agreement (SLA) and 24x7 support. This Deluxe support contract is tailored specifically for Construction companies with some remote users working directly from job sites rebuilding infrastructure such as highways, bridges and tunnels or building new infrastruture. Some of these areas may not have high speed cellular data services available or even require satellite access, making support more challenging than normal home office users. This contract also includes assisting with the entire Citrix infrastructure design and build, possibly utilizing a CoLocation provider with a half rack or more of servers. Additional labor is billed monthly at a discounted rate of $250 per hour. Contracted clients are provided with a private extension on a special 800 support number that will route their call to an enterprise class level support engineer. Direct engineer access is also available via Iridium Satellite phone, Secure Voice & Messaging using Signal or WhatsApp. This contract is available for organizations that require a contracted/guaranteed service level agreement and want the highest reliability possible. Supported Products are Citrix XenDesktop / XenApp 7.x, Netscaler, Storefront, Provisioning Server (PVS), Machine Creation Services (MCS), VDI with Windows 7, 8 & 10, Server Hosted VDI on Windows 2008 R2 & 2012 R2, License Server, XenDesktop Director, EdgeSight. Legacy support for XenApp 6.5, 6.0, 5.0, Presentation Server 4.5, 4.0, 3.0, Metaframe XP, Web Interface 5.4, Citrix Secure Gateway (CSG & CAG) and Citrix XenApp Fundamentals running on Windows Server 2003 R2, Windows Server 2008 and Windows Server 2008 R2. Payment may be made via check on NET 30 terms with an approved purchase order. This AGREEMENT made effective as of _____________ between Citrix Nerds and ____________________________. NOW, THEREFORE, in consideration of the mutual covenants and agreements contained herein, Citrix Nerds and ____________________________ (client) agree as follows: 1.   Citrix Nerds shall provide client with 24X7 Citrix support services remotely (ie. telephone, email, text messaging, VPN, Terminal services, IP-KVM, GoToMeeting, etc) to assist client staff with resolving Citrix issues; 2.   Support services shall include Citrix XenDesktop / XenApp 7.x, Netscaler, Storefront, Provisioning Server (PVS), Machine Creation Services (MCS), VDI with Windows 7, 8 & 10 desktops, Server Hosted applications & VDI desktops on Windows 2008 R2 & 2012 R2, License Server, XenDesktop Director and EdgeSight; 3.   Legacy support for XenApp 6.5, 6.0, 5.0, Presentation Server 4.5, 4.0, 3.0, Metaframe XP, Web Interface 5.4, Citrix Secure Gateway (CSG & CAG), Citrix XenApp Fundamentals running on Windows Server 2003 R2 and Windows Server 2008 R2; 4.   Client device types supported are Windows 7, Windows 8, Windows 10, Mac OSX, iPhone, iPad, Android and Thin Client; 5.   Rapid Response Service Level Agreement (SLA) shall be a maximum of 2 hours (this is the longest it will take for an engineer to respond to a service request); 6.   Authorized client staff shall be provided with a private extension on a special 800 support number that will route their call to an enterprise class level support engineer; 7.  Citrix Nerds shall provide client staff with an additional toll free number, a non-toll free phone number and an Iridium Satellite phone number using different phone carriers from the standard support number incase of phone company problems; 8.   Citrix Nerds shall provide client staff with direct engineer Secure Voice & Messaging access using Signal or WhatsApp; 9.   In the event that client experiences a mission critical outage and the only Citrix Nerds engineer available is working remotely or onsite with another client with a less severe issue as determined by the engineer, then the engineer shall cease working with the other client until client's issue is either resolved or in a state of being resolved; 10.   Client staff shall grant Citrix Nerds engineers supervised administrator level access to servers in client's environment; 11.   Citrix Nerds shall advise client staff of recommended best practices for Business Continuity Planning (BCP) and Disaster Recovery, including application of appropriate software updates; 12.   Citrix Nerds shall advise client staff of performance issues that may require onsite assistance (ie. Hard disk failure); 13.   Client staff shall replace defective hardware; 14.  Citrix Nerds shall document all service requests and corrective measures taken, including if requested a GoToMeeting video of the support call; 15.  Citrix Nerds shall only respond to service requests made by authorized client Information Services staff (client end users may not contact Citrix Nerds directly); 16.  In addition to break / fix services, Enterprise Deluxe support contracts include design & build services. TERM OF AGREEMENT This agreement shall be in effect for a minimum period of one year. If monthly service payment option is selected, then after one year contract shall auto-renew month-to-month unless 30 days written cancellation notice is received. RATE Citrix Nerds Enterprise Deluxe Support contract costs $49,995 and includes 100 hours of labor per year, with additional labor billed monthly at a discounted rate of $250 per hour. Unused time or services cannot be applied to a new support contract or renewal and shall expire one year from contract inception date unless month-to-month conversion takes place. Signed: Signed: Printed Name / Title: Printed Name / Title: Citrix Nerds