OPS Service Terms
OPS – Operational Support
Purpose of this Document
These Service Terms describe the specific operating conditions of the OPS – Operational Support service, including its scope, responsibilities, limitations, and service delivery conditions.
This document supplements the Simplifies Group General Terms and is intended to establish clear expectations for both parties throughout the delivery of the service.
1. Service Description
OPS (Operational Support) is an operational support service designed to assist organizations with functional requests, operational incidents, and administrative tasks related to the technology platforms used by the Client.
Unlike strategic consulting services, OPS focuses on the execution of day-to-day operational activities, helping maintain business continuity through the timely handling of authorized requests within the contracted scope.
The service is intended to provide consistent, professional, and timely operational assistance while supporting the functional administration of the Client's platforms. It does not replace software development, specialized consulting, or comprehensive project management services.
2. Scope of Services
The specific scope of each engagement shall be defined by the Service Plan purchased by the Client. Depending on the subscribed plan, OPS may include:
Ticket management.
Resolution of operational incidents.
Minor functional adjustments.
Functional configuration activities.
Information updates.
Basic platform administration.
User and permission management.
Communication and follow-up with the Client's team.
Coordination with third parties when required.
Basic documentation of completed activities.
Any activity not expressly included within the contracted scope shall be considered outside the service.
3. Service Hours
OPS is delivered through the purchase of operational support hour packages, unless otherwise specified:
Hours are consumed based on the actual time invested by Simplifies Group.
Time is tracked in fifteen (15) minute increments.
Service hours include analysis, execution, documentation, follow-up, communications, and all activities reasonably required to complete the requested work.
Purchased hours remain valid for three hundred sixty-five (365) days from the purchase date.
Once all contracted hours have been consumed, the Client must purchase an additional service package to continue receiving support.
4. What's Included
Depending on the contracted scope, the service may include:
Operational request handling.
Functional incident management.
Minor functional adjustments.
User management.
Functional configurations.
Client communications.
Ticket follow-up.
Basic documentation.
5. What's Not Included
Unless expressly included in the subscribed Service Plan, OPS does not include:
Strategic consulting (ACE).
Software development.
Development of new features or functionality.
Comprehensive project management.
Full project implementations.
Formal training services.
Continuous monitoring.
Preventive maintenance.
Managed Services (MDS).
Software licenses or third-party services.
Activities exceeding the contracted service hours.
Whenever a request exceeds the operational scope of the service, Simplifies Group may recommend the appropriate service or provide a separate proposal.
6. Client Responsibilities
To ensure efficient service delivery, the Client agrees to:
Designate authorized points of contact.
Submit requests through the official communication channels.
Provide sufficient and accurate information.
Grant the necessary system and platform access.
Review and validate completed activities in a timely manner.
Notify Simplifies Group of any relevant operational or business changes.
7. Communications
Official communications related to the service shall take place through the Client Portal, email, and scheduled meetings whenever necessary. Instant messaging applications may be used solely for operational coordination and shall not constitute official channels for submitting requests, approving work, or making formal service decisions.
8. Request Handling
All service requests must be submitted through the official channels established by Simplifies Group.
Each request will be reviewed to verify that it falls within the scope of the OPS service and will be classified according to its operational priority. Simplifies Group reserves the right to reclassify any request when the information provided does not support the priority initially assigned by the Client. If a request falls under another service within the Simplifies Group portfolio, the Client will be notified and may choose to contract the appropriate service.
9. Request Classification and Response Times
Requests submitted under the OPS service will be classified by Simplifies Group according to their nature, operational impact, and urgency. The purpose of this classification is to appropriately prioritize requests and establish the target timeframe for the initial response. Priority levels, classification criteria, and applicable response time objectives shall be determined by Simplifies Group in accordance with its current operational policies. Response times represent the estimated timeframe for the initial acknowledgment or commencement of work and do not constitute a commitment regarding the total time required for resolution, which may vary depending on factors such as:
Request complexity.
Availability of required information.
Third-party dependencies.
Availability of system access.
Required approvals.
Scope of the requested work.
10. Billing and Payment
Service fees shall be established according to the service package purchased by the Client, unless otherwise specified:
Payment must be received before services begin.
Purchased service hours will become available once payment has been confirmed.
Service hours expire according to the validity period established for the purchased package.
11. Service Warranty
Activities performed under the OPS service are covered by the applicable Simplifies Group Service Guarantees for this type of service.
12. Limitation of Liability
Simplifies Group shall not be liable for:
Errors resulting from inaccurate or incomplete information provided by the Client.
Modifications made by third parties.
Failures or limitations of third-party platforms or services.
Requests or activities outside the contracted scope of services.
13. Relationship to the General Terms
These Service Terms supplement the Simplifies Group General Terms.
In the event of any inconsistency between these Service Terms and the General Terms, the provisions of the General Terms shall prevail unless otherwise expressly stated in an applicable Service Agreement.
14. Out-of-Scope Activities
If, during the handling of a request, Simplifies Group determines that the requested activity:
Requires specialized consulting.
Constitutes a project.
Requires software development.
Involves preventive maintenance.
Corresponds to a Managed Service.
Exceeds the contracted service package.
Simplifies Group may, at its discretion:
Suspend work on the request.
Recommend the appropriate service.
Issue a separate quotation.
Deduct additional service hours only after receiving the Client's prior authorization.
