Technology Solutions Program (TSP)®
Terms and Conditions
Communication
TIE to Partner
Communication for this agreement “written notice” will be sent via e-mail to the address provided by the Partner at the time of signing. The e-mail must be from a corporate e-mail account.
Partner to TIE
Any work requested and questions during this agreement can be submitted via e-mail to helpdesk@tienational.com or by telephone to (630) 301-7444. Termination of this agreement must be set to cancellation@tienational.com, see “Termination by The Partner” section for full details.
Services Covered
Overview
The Technology Solutions Program (TSP) allows TIE to become your one stop shop for all of your existing and installed technology including but not limited to Internet and Phone Service, Telephone Systems, Computers, Data Networking Devices, Message on Hold Sources, Background Music Sources, Background Music Systems, Sound Masking Systems, Video/Audio Surveillance Systems, Digital Signage Systems, and Structured Cabling. TSP covers all TIE technician labor (onsite or remote depending on your TSP level) to service any of these systems. TSP also covers remote work associated with Moves, Adds, Changes, and Disconnects (MACD). Remote or onsite dispatch for Installation work is not covered by the TSP.
TSP Lite
TSP Lite covers all remote support for existing products and remote work for MACD tickets. TSP Lite also allows TIE to become your liaison between all of your technology vendors, including your internet provider, phone provider, and even a corporate help desk. Remote work for Installation of new products will be billed separately.
TSP Plus+
TSP Plus+ program covers the same remote support as TSP Lite but also includes all labor charges for TIE technician dispatches for existing products. MACD or installation dispatches will be billed separately.
Definitions
Service
Also known as break/fix work, service is work performed on a system or device that was already installed and in a functioning state.
MACD
Move, Add, Change, or Disconnect. MACD tickets include but are not limited to circuit cutovers to new carriers, adding a new computer where one did not exist before, moving devices from one area of the location to another, decommissioning systems like computers or old phone systems, cleanup of existing equipment or communication areas, adding a camera to an existing surveillance system, etc.
Installations
Installing new systems that have not been installed before. Examples: new phone system, new surveillance system, etc.
Term and Termination
Term
This Agreement shall commence on the Effective Date of the signed contract and continue in effect for one (1) year thereafter and will automatically renew to a one (1) year term unless e-mail notice is set to cancellation@tienational.com at least thirty (30) days prior to the renewal date with the following information: Subject line – site name and number; E-mail body – a brief description of the Partner’s intent to cancel agreement renewal and effective date for the cancellation.
Termination by Partner
A Partner may terminate this Agreement any time by providing TIE with written notice to cancellation@tienational.com with the following information: Subject line – site name and number; E-mail body – a brief description of the Partner’s intent to cancel agreement renewal and effective date for the cancellation. Any termination of this agreement before the term has ended will be subject to a termination fee as outlined in the Charges section.
Termination by TIE
Tie National, LLC has the ability to terminate this agreement at any time and for any reason via written notice to The Partner. Cancellations by TIE due non-payment will be subject for the payment of the months leading to TIE’s written termination notice and a termination fee will apply, see Termination Fee in the Charges section for full details.
Engaging Services
To engage TIE, any Partner employee can contact TIE’s Help Desk by one of the following methods. Upon receipt, TIE will create a Service Order (SO) which will be used to track the service issue.
- Phone: (630) 301-7444, option 1
- E-mail: helpdesk@tienational.com (not to be used for emergency situations)
Please call in emergency service requests.
To update your account that only specific contacts are authorized to report issues to Tie National, LLC, please contact TIE’s Help Desk using one of the methods above.
Charges, Taxes and Payment
Charges
Monthly Charges
In exchange for the services provided by TIE under this Agreement, the Partner shall pay TIE in advance (by credit card which must be on file) a fee based on the service plan that the Partner has selected at the agreement signing. Payment will continue each month until the agreement has been terminated, see termination section for full details.
Termination Fee
The termination fee is calculated as seventy-five percent (75%) of the remaining balance of the agreement term.
Price Changes
Any price changes that will go into effect at the renewal period will be communicated to the Partner no less than 30 days before the agreement renewal.
Credit Card Decline
Late fees and finance charges will apply for any credit card transaction that is declined.
Taxes
The Partner is responsible for all sales, use and other taxes that are levied or imposed by state and local governments for the use of the services supplies by TIE.
Payment by Credit Card
All services and fees supplied under this agreement must be paid for in advance and with a valid credit card. This credit card will be kept on file for future payments of said services. The Partner is responsible contacting TIE’s Accounting Department at (630) 301-7444 to provide any necessary update to the credit card information. All declined transactions are subject late fees, finance charges, and account suspension.
GENERAL
Good Standing
The Partner is required to have all accounts with Tie National, LLC current and in good standing, with no past due or write offs associated to the user and/or accounts. All devices must be in working order; any device that is not in working order when this agreement is initiated will not be included in this agreement. Once the device is brought back into working order it may then be included in this agreement.
Dispatch Expectations
Dispatch of a TIE technician is at the sole discretion of Tie National, LLC.
Emergency Dispatch
Tie National, LLC will consider the site in a state of emergency when 50% or more of the voice or data is not functioning. If a TIE technician is required to be dispatched, TIE will do everything within their ability to dispatch the same day. If the issue does not fall within the emergency standards but an emergency dispatch is still requested, TIE will require approval from the Partner showing that they agree to pay the difference of the dispatch.
Standard Dispatch
If a TIE technician is required for dispatch, TIE will do everything within their ability to dispatch within 48 hours. Actual dispatch times will vary depending on the location and availability of local qualified technicians.
Force Majeure
Delay or failure of performance on the part of TIE shall be excused it its normal operations are effected or prevented by any strike, labor action, acts of God, terrorism, act of the government, civil or military authorities, material shortages, delay of public carriers, fire, theft, accident or any cause beyond its reasonable control.
Transferability
This contract may be transferred if the facility is sold to another entity. If the new entity does not wish to continue service the contract must still be paid in full or canceled (cancellation fees will apply) by the signer of the original agreement.
No Waiver
Neither this Agreement nor any provision hereof may be waived, modified, amended or terminated except by written Agreement signed by the party affected by such waiver, modification, amendment, or termination. No failure on the part of any party to exercise and no delay in exercising any right, power or remedy under this Agreement shall operate as a waiver thereof, nor shall any single or partial exercise of any right under this Agreement preclude any other or further exercise thereof or the exercise of any other right.
Cumulative Remedies
No remedy conferred by any provision of this Agreement is intended to be exclusive of any other remedy, and each and every remedy shall be cumulative and shall be in addition to every other remedy given in this Agreement or existing at law or in equity, by statute or otherwise.
Notices
All notices and other communications required or permitted under this Agreement shall be in writing and sent by electronic mail (e-mail). Notices shall be effective as of the date of receipt.
Severability
If any provision of this Agreement shall be held to be illegal, invalid or unenforceable, such illegality, invalidity or unenforceability shall apply only to such provision and shall not in any manner affect or render illegal, invalid or unenforceable any other provision of this Agreement, and that provision and this Agreement generally shall be reformed, construed and enforced so as to most nearly give lawful effect to the intent of the parties as expressed in this Agreement.
LIABILITY
Throughout the agreement term TIE will be responsible for dispatching third party (non-TIE) vendors and/or providers on The Partner’s behalf. The Partner will be responsible for the payment of any charges or fees associated with third party vendors and/or providers.
NEITHER TIE (INCLUDING ITS LICENSORS) NOR PARTNER SHALL BE LIABLE TO THE OTHER PARTY FOR ANY INDIRECT, CONSEQUENTIAL, EXEMPLARY, SPECIAL, INCIDENTAL OR PUNITIVE DAMAGES, INCLUDING WITHOUT LIMITATION, LOSS OF USE OR LOSS OF BUSINESS, LOST REVENUE, LOST PROFITS OR LOSS OF GOODWILL ARISING IN RELATION TO OR IN CONNECTION WITH THIS PROGRAM, RELATED PRODUCTS, DOCUMENTATION OR THE USE THEREOF, UNDER ANY THEORY OF TORT, CONTRACT, WARRANTY OR STRICT LIABILITY, EVEN IF SUCH PARTY HAS BEEN ADVISED, KNEW OR SHOULD HAVE KNOWN OF THE POSSIBILITY OF SUCH DAMAGES.