Terms of Service

Synetic Technologies Terms of Service

Section 1 - Terms of Service

1. Definitions.

a. Agreement. "Agreement" means these Terms of Service and all sections referenced in this Agreement.

b. Confidential Information. "Confidential Information" means, with respect to a party to this Agreement, all information that is marked "Confidential", "Restricted," or "Proprietary Information," or other similar marking or should be known or understood to be confidential or proprietary by an individual exercising reasonable commercial judgment in the circumstances. Confidential Information includes, but is not limited to, the Client Content and Synetic Content. Except with respect to Personally Identifiable Information, Confidential Information excludes information to the extent that such information: (i) is or becomes generally known to the public by any means other than a breach of the obligations of a receiving party hereunder; (ii) was previously known to the receiving party as evidenced by its written records; (iii) is rightly received by the receiving party from a third party who is not under an obligation of confidentiality; or (iv) is independently developed by the receiving party without reference to or use of the other party's Confidential Information.

c. Intellectual Property. "Intellectual Property" means all inventions, works of authorship, information fixed in any tangible medium of expression, moral rights, mask works, trademarks, trade names, trade dress, trade secrets, know-how, ideas, concepts, techniques and all other subject matter protectable under patent, copyright, moral right, mask work, trademark, trade secret, or other laws, including without limitation all new or useful art, combinations, discoveries, formulae, manufacturing techniques, business methods, technical developments, artwork, software, programming, applets, scripts, and designs.

d. Personally Identifiable Information. "Personally Identifiable Information" means information which can be used to distinguish or trace an individual's identity, such as their name, social security number, biometric records, etc., alone or when combined with other personal or identifying information which is linked or linkable to a specific individual, such as date and place of birth, mother’s maiden name, etc.

e. Personnel. "Personnel" means a party's directors, officers, employees, agents, auditors, consultants, and subcontractors.

f. Services. "Services" means the services specified on the sections to this Agreement.

g. Terms of Service. "Terms of Service" means these general terms of service in this Section 1.

2. Services.

a. Services. Subject to Client's compliance with all of the terms and conditions of this Agreement, Synetic will use commercially reasonable efforts to provide the Services specified on the Agreement.

b. The Services will be delivered using Synetic’s proprietary software, processes, user interfaces, know-how, techniques, designs, ideas, concepts, and other tangible or intangible technical material or information (the "Synetic Technology") all of which is Synetic's Intellectual Property

3. Payment of Fees.

a. Client shall pay Synetic the applicable fees as set forth in each applicable Section to this Agreement. Client shall make all payments through the identified Payment Method and in accordance with the terms as set forth on this Agreement. If not otherwise specified, payments will be due within 30 days of invoice. Fees paid hereunder are non-refundable.

b. Synetic may suspend Client’s access to the Services if Client is more than 10 business days late on a payment. Client shall pay interest on any amount that is not paid when due that shall be calculated at an interest rate of 1.5% per month on any such outstanding balance, or the maximum permitted by law, whichever is less, from the date due, plus all expenses of collection.

c. Payment shall be in the form of company check or ACH . Client shall make all payments through the identified Payment Method and in accordance with the terms as set forth on the Agreement and applicable sections. If not otherwise specified, payments will be due within 30 days of invoice. Fees paid hereunder are non-refundable.

d. Client will be billed, and payments will be made, in U.S. dollars. All fees are exclusive of all taxes, levies, or duties imposed by taxing authorities. Client shall be responsible for payment of all such taxes, levies, or duties, excluding only taxes based solely on Synetic’s net income.

4. Term and Termination.

a. These Terms of Service become effective upon acceptance of the first Agreement and will automatically renew for additional one-year periods unless earlier terminated as provided below, these Terms of Service shall automatically expire when no Agreement or Statement of Work is effective.

b. Either party may terminate this Agreement upon 30 days' notice if the other party breaches any material term of these Terms of Service and fails to cure such breach within 30 business days after notice of such breach. Material breach by the Client includes any breach of Client’s payment obligations or unauthorized use by Client of the Synetic Technology or Service.

c. Upon termination of this Agreement for any reason, any amounts owed to Synetic under this Agreement before such termination or expiration will be immediately due and payable, all licensed rights granted will immediately cease to exist, and Client must promptly discontinue all use of the Synetic Intellectual Property and erase all copies of the Synetic Technology.

5. Permitted Uses, Restrictions, and Ownership.

a. Client is solely responsible for (i) providing and maintaining the hardware and software necessary to access and use the Services and (ii) making available such personnel and information as may be reasonably required, and taking such other actions as Synetic may reasonably request to provide the Services.

b. Client shall not (and shall not permit others to) (i) modify or interfere with the Services or the Synetic Intellectual Property; (ii) reverse engineer, decompile, or attempt to discover the source code of the Services, or the Synetic Technology; or (iii) resell or otherwise use the Services for timesharing or service bureau purposes or for any purpose other than its own internal non-commercial purposes unless expressly agreed in advance in writing.

c. As between the parties, Synetic alone (and its licensors, where applicable) own all right, title, and interest, in and to the Services, Synetic Technology, or any suggestions, ideas, enhancement requests, feedback, recommendations or other information provided by Client or any other party relating to the Services, which are hereby assigned to Synetic. Client represents and warrants that Client owns or has the right to use all customer data used by the Services ("Client Data") and that the use of the Client Data in connection with the Services does not violate any third party rights.

d. Synetic acknowledges that as between the parties, Client owns all right, title and interest in and to the Client Data, provided, however, that Client grants Synetic the right to use any and all Client Data in blinded or aggregated form for the purpose of data analysis, compilation, interpretation, study, reporting, publishing, improvement of the Services, product and service development, and other such purposes.

e. SYNETIC will make a reasonable good faith effort to sell all sellable assets. In the event that an asset is determined to not be sellable, SYNETIC will dispose of the asset in accordance with the provisions for disposal herein.

6. Confidentiality and Data Security.

a. Each party (the “Receiving Party”) understands that the other party (the “Disclosing Party”) has disclosed or may disclose information relating to the Disclosing Party’s technology or business ("Confidential Information” of the Disclosing Party).

b. The Receiving Party agrees: (i) not to divulge to any third person any such Confidential Information, (ii) to give access to such Confidential Information solely to those employees with a need to have access thereto for purposes of this Agreement, and (iii) to take the same security precautions to protect against disclosure or unauthorized use of such Confidential Information that the party takes with its own proprietary information, but in no event will a party apply less than reasonable precautions to protect such Confidential Information. The Disclosing Party agrees that the foregoing will not apply with respect to any information that the Receiving Party can document (a) is or becomes generally available to the public without any action by, or involvement of, the Receiving Party, or (b) was in its possession or known by it prior to receipt from the Disclosing Party, or (c) was rightfully disclosed to it without restriction by a third party, or (d) was independently developed without use of any Confidential Information of the Disclosing Party. Nothing in this Agreement will prevent the Receiving Party from disclosing the Confidential Information pursuant to any judicial or governmental order, provided that the Receiving Party gives the Disclosing Party reasonable prior notice of such disclosure to contest such order.

c. Synetic acknowledges that, subject to the exceptions listed in this Section 5, Client Data is Client’s Confidential Information. Client acknowledges that Synetic does not wish to receive any Confidential Information from Client that is not necessary for Synetic to perform its obligations under this Agreement and will limit its disclosures accordingly.

d. Parties will have the right to disclose the existence but not the terms and conditions (including without limitation pricing) of this Agreement, unless such disclosure is approved in writing by both Parties prior to such disclosure, or is included in a filing required to be made by a Party with a governmental authority (provided such party will use reasonable efforts to obtain confidential treatment or a protective order) or is made on a confidential basis as reasonably necessary to potential investors or acquirers.

e. Synetic will execute all data destruction measures in accordance with the standards set forth in NAID (NIST 800-88 Rev. 1) and any additional terms and conditions set forth in this Agreement.

7. Indemnification.

a. Synetic shall indemnify and hold Client and its officers, directors, employees, attorneys, and agents (“Indemnitees”) harmless from and against any and all costs, damages, losses, liabilities and expenses (including reasonable attorneys’ fees and costs) each to the extent paid to an unaffiliated third party to the extent arising out of or in connection with such third-party’s claim (i) alleging that the Synetic Technology directly infringes a U.S. copyright or misappropriates a third party's trade secret; or (ii) for personal injury, death or property damage arising out of Synetic's negligence or willful misconduct. Notwithstanding the foregoing, Synetic will have no obligation with respect to any infringement claim based upon any modification of the Synetic Technology by Client or any use of the Synetic Technology (i) not in accordance with the applicable documentation; or (ii) in combination with other products, equipment, software, or data not supplied by Synetic.

b. Client shall indemnify, defend and hold Synetic, its licensors and each such party’s Indemnitees harmless from and against any and all costs, damages, losses, liabilities, and expenses (including reasonable attorneys’ fees and costs) each to the extent paid to an unaffiliated third party arising from or in connection with such third-party’s claims, demands, or allegations (i) that Client violated these Terms of Service (ii) arising from or relating to the use of the Services or the results thereof, or (iii) for personal injury, death or property damage arising out of Client's negligence or willful misconduct.

c. As a condition to a party’s indemnification obligations hereunder, the other party shall give the indemnifying party sole control of the defense and settlement of the claim, prompt notice of a claim, and, at the indemnifying party’s expense and request, all available information and reasonable assistance in relation to such defense and settlement efforts. Neither party may compromise or settle a third-party claim that adversely affects the other party without the other party’s prior written consent, which consent shall not be unreasonably withheld.

d. Synetic’s indemnity provided herein shall be secondary to any applicable indemnity made by any subcontractor of Synetic, whose indemnity will be primary. The Client agrees to exhaust its recovery under such primary indemnity, if any, before seeking recovery under Synetic’s indemnity provided herein. In no event shall the Client duplicate, in whole or in part, its recovery of damages for the same injury from both Synetic and its subcontractor. Synetic’s indemnity obligations to Client shall commence upon Recovery, and not before.

8. Warranties and Warranty Disclaimer.

Synetic represents and warrants that the Services will be provided in a professional and workmanlike manner. In the event Synetic breaches such warranty, Client may, as its sole remedy, request that Synetic promptly correct any such failure of Services at no additional charge. Except as otherwise provided herein, Synetic provides all services to Client without warranties, express or implied. Synetic and its licensors do not represent or warrant that (a) the use of the Services will be secure, timely, uninterrupted or error-free or operate in combination with any other hardware, software, system, or data, (b) the Services will meet requirements or expectations, (c) any results or stored Client Data will be accurate or reliable, (d) errors or defects will be corrected, (e) the Services or the server(s) that make the Services available are free of viruses or other harmful components; (f) the Services or results will meet any regulatory approvals or requirements. All conditions, representations and warranties, whether express, implied, statutory or otherwise, including, without limitation, any implied warranty of merchantability, fitness for a particular purpose, or non-infringement of third party rights, are hereby disclaimed to the maximum extent permitted by applicable law by Synetic and its licensors.

9. Limitation of Liability.

In no event shall Synetic’s aggregate liability arising from or relating to this agreement exceed the amounts actually paid by and payable by Client in the twelve (12) month period immediately preceding the event giving rise to such liability. Except for a party’s obligations arising under Section 7, in no event shall either party and/or its licensors be liable to anyone for any indirect, punitive, special, exemplary, incidental, consequential or other damages of any type or kind (including direct or indirect damages for loss of data, revenue, profits, use or other economic advantage) arising out of, or in any way connected with this agreement, including but not limited to the use or inability to use the Services, or for any content obtained from or through the Services, any interruption, inaccuracy, error or omission in the content, even if the party from which damages are being sought or such party’s licensors have been previously advised of the possibility of such damages.

10. Force Majeure.

Neither Party will be liable to the other Party for any default (other than failure to pay money) hereunder, for so long as such default is caused by an event beyond such Parties control, including, without limitation, acts or failures to act of the other Party; strikes, labor or civil disputes; component shortages; unavailability of transportation; fires, war, governmental requirements; and acts of God. In the event of threatened or actual nonperformance as a result of any of the above causes, the non-performing Party will exercise commercially reasonable efforts to avoid and cure such nonperformance.

11. Assignment, Subcontractors.

Synetic may not assign its rights or delegate its duties under this Agreement without the prior written consent from the Client, provided however, nothing in this Agreement shall prevent Synetic from performing its services under this Agreement through a Synetic – vetted subcontractor that meets Synetic’s subcontractor certification standards pursuant to R2v3 and NAID, in Synetic’s sole discretion.

12. Insurance.

Synetic will carry the following insurances, and Synetic agrees to permit Client to inspect a copy of its insurance policies upon request.

a. Workers Compensation Insurance consisting of statutory compensation benefits required by law and $500,000 of employer's liability.

b. Comprehensive or Commercial General Liability Insurance with limits of not less than $1,000,000 combined single limit per occurrence and aggregate.

c. Professional Liability Insurance coverage with an aggregate limit of not less than $1,000,000.

d. Automobile Liability: Contractor shall maintain Automobile Liability Insurance, of not less than $1,000,000 per occurrence.

e. Cyber Security Insurance coverage with an annual occurrence and aggregate limit of not less than $3,000,000.

f. Umbrella Liability: Insurance coverage with an annual occurrence and aggregate limit of not less the $5,000,000.

13. Miscellaneous.

Either party may assign or transfer this Agreement in connection with a sale of substantially all of the business to which this agreement relates without the other party’s prior written consent. Except as expressly provided for in this section, neither party may assign this Agreement. This Agreement shall be governed by Missouri law. No text or information set forth on any other purchase order, preprinted form or document (other than an Agreement) shall add to or vary the terms and conditions of these Terms of Service. If any provision of these Terms of Service is held by a court of competent jurisdiction to be invalid or unenforceable, then such provision(s) shall be construed, as nearly as possible, to reflect the intentions of the invalid or unenforceable provision(s), with all other provisions remaining in full force and effect. During the term of this Agreement, Client authorizes Synetic to identify Client as a Synetic customer on Synetic’s website and in Synetic’s marketing materials. The failure of either party to enforce any right or provision in this Agreement shall not constitute a waiver of such right or provision unless acknowledged and agreed to by such party in writing. Any modification or amendment of these Terms of Service shall be in writing signed by the parties. This Agreement, together with any applicable Order Form or exhibits, comprises the entire agreement between Client and Synetic regarding the subject matter contained herein and supersedes all prior or contemporaneous negotiations, discussions or agreements, whether written or oral, between the parties regarding such subject matter. The following Sections shall survive any expiration or termination of these Terms of Service: Section 3 “Payment of Fees”, Section 5 subparts (b)-(e) “Permitted Uses, Restrictions, and Ownership”, Section 6 “Confidentiality, Section 7 “Indemnification”, Section 8 “Warranties and Warranty Disclaimer”, Section 9 “Limitation of Liability” and Section 13 “Miscellaneous.

Section 2 – Professional Services Terms

1. Additional Definitions.

a. Client Content. "Client Content" means anything provided by a Client or its agents for incorporation into the Deliverable(s), including, but not limited to, any data, images, programming, computer code, photographs, illustrations, graphics, audio clips, video clips, or text, including all Intellectual Property rights therein.

b. Deliverable. "Deliverable" means any item, software, work product, documentation, service, or material provided by Synetic to Client or any Client pursuant to this Agreement or any Statement of Work. Deliverables may be a combination, as appropriate, of Client Content, Synetic Content, and Third Party Content. Deliverables may consist of integrations with or customizations or configurations to the Google Applications.

c. Google Applications. Synetic will provide reasonable standard remote assistance to Client in order to implement the Services. Custom implementation will require a separate professional services agreement.

d. Professional Services. "Professional Services" means certain professional services as described in such written Statement(s) of Work (as defined below) as may be agreed upon by the parties in accordance with this Section and the Terms of Service.

e. Statement of Work. "Statement of Work" means a separate attachment to this Agreement containing the requirements set forth in Section 3 and executed by the parties.

f. Synetic Content. "Synetic Content" means anything provided by Synetic or its agents, including, but not limited to, any data, images, programming, computer code, photographs, illustrations, graphics, audio clips, text, scripts, applets, procedures, improvements, and other materials made, conceived, or developed by Synetic including the Intellectual Property rights therein, provided, however, that Synetic Content does not include Third Party Content or Client Content.

g. Third Party Content. "Third Party Content" means anything developed or owned by third parties that will be incorporated into the Deliverable(s).

2. Professional Services.

Client retains Synetic to provide, and Synetic agrees to provide, the Professional Services specifically described in such Statement(s) of Work as may be agreed upon and signed by Synetic and Client.

3. Statement(s) of Work.

The Statement(s) of Work will include, as appropriate, description, background, scope, management approach, technical approach, quality approach, roles, and responsibilities of each party, and the Deliverables to be provided. Each statement of work will be signed by Synetic and the applicable Client. The Statement(s) of Work may include such additional terms and conditions as the parties may wish to include; provided, however, that such terms do not conflict with the terms of this document. Any changes to a Statement of Work must be made pursuant to Section 13 of Section 1 (Miscellaneous) herein. In the event of a conflict between the terms of this Agreement and a Statement of Work, the terms of this Agreement will govern. Any Statement of Work with a Client will be deemed to be a two-party agreement between Synetic on the one hand and the Client on the other hand. Only the Client executing the particular Statement of Work incurs any obligations or liability to Synetic under that Statement of Work.

4. Development of Deliverables.

Development of the Deliverables, if any, will proceed according to the Statement(s) of Work, provided that the Client delivers all necessary information, equipment, and materials, identified in a Statement of Work as being provided by Client in a timely fashion, and if not, then Synetic's obligations which are dependent on such will be extended to reflect such delay. Synetic will deliver the Deliverables to the Client on the dates specified in the Statement(s) of Work.

5. Acceptance.

Client will have thirty (30) days after delivery of a Deliverable to perform acceptance tests to confirm that the Deliverable conforms to any specifications in the Statement of Work. Client will provide written notice to Synetic before the end of the thirty (30) day evaluation period if the Deliverables do not conform to such specifications. If Client does not provide such notice, the Deliverables will be deemed accepted. Such notice will describe the nature of the nonconformance. If Client gives timely notice that the Deliverable or Synetic's performance is nonconforming, Synetic will, at no additional cost to Client, make and submit to Client changes that are reasonably be required to correct the deficiencies described in the notice within fifteen (15) days following receipt of each notice and Client will conduct acceptance testing of the corrected Deliverable. Correction of the applicable Deliverable shall be Client's sole remedy for any defect in the Deliverable.

6. Change Orders.

A Statement of Work may be amended by the parties in a writing executed by both parties. During the term of a Statement of Work, Synetic will work with the applicable Client to make any changes to the scope of services required in a particular Statement of Work which are requested by the applicable Client. If Synetic reasonably believes that any change request, individually or collectively, would materially affect Synetic's ability to timely complete, or complete within budget, an agreed upon component of the services to be performed by Synetic, then the change will be subject to approval by Synetic, which approval will not be unreasonably withheld, and relevant changes to any timelines or milestones specified in the Statement of Work will be negotiated to equitably adjust for the changes in scope as well.

7. Project Management Responsibilities.

Synetic will assign a manager who will be a senior executive or manager of Synetic and who, acting on behalf of Synetic, will have responsibility for ensuring that Synetic performs its obligations under this Agreement and any applicable Statement of Work and handle disputes (its "Administrative Contracting Officer"). Each Client will assign a manager who will be a senior executive or officer of Client and who, acting on behalf of Client (its "Administrative Contracting Officer") will have the authority to issue purchase orders, execute Statements of Work, inspect, and receive Deliverables, make payments and handle disputes.

8. Payment of Fees and Expenses.

a. All purchases made by a Client under this Agreement will be initiated by written purchase order (a "Purchase Order"). Each Purchase Order will specifically reference this Agreement and will identify the product(s) and/or services to be provided to such Client by Synetic pursuant thereto and will have the applicable Statement of Work attached to it. Pricing will be in accordance with the Order or applicable Statement of Work.

b. Each invoice will describe the products, services performed, and expenses for which the invoice has been forwarded to Client. Client will pay invoices to Synetic within thirty (30) days after receipt. With respect to disputed invoices, Client may withhold payment of particular charges with respect to which Client reasonably and in good faith disputes. Client will pay undisputed portions of invoices at the time they would otherwise be due, and Client will pay the amounts agreed upon between Synetic and Client upon settlement of the dispute. Invoices will be paid in accordance with Section 3 of the Terms of Service.

c. Client will reimburse Synetic for all expenses set forth in a Statement of Work or otherwise approved by Client.

9. Intellectual Property Rights and License.

a. All Intellectual Property rights in the Synetic Content are and will remain the sole and exclusive property of Synetic. Notwithstanding the foregoing, Synetic agrees that during the term of any Statement of Work, and thereafter upon receipt of payment in full of the fees required under such Statement of Work, Synetic grants to Client and the Clients a royalty free, non-exclusive, irrevocable, worldwide, perpetual license to use any Synetic Content incorporated into the Deliverables for educational and other non-profit or governmental purpose.

b. Client will not be required to provide any Client Content unless specifically required in the applicable Statement of Work. In such a case, Client will deliver the Client Content to Synetic in a standard electronic file format specified in the applicable Statement(s) of Work, at such times as may be specified in the Statement(s) of Work. Except as may otherwise be provided in a Statement of Work, Synetic will only use the Client Content in the form provided by Client and solely to provide the Professional Services to Client. Synetic will not use the Client Content for any other purpose. All Intellectual Property rights in the Client Content are and will remain the sole and exclusive property of Client or its third party licensors.

c. If Synetic intends to develop a Deliverable in a manner that incorporates or requires Client to use any software or other intellectual property of a third party (including any open source software) (the "Third Party Content") in order to use such Deliverable, then Synetic will provide Client with prior notice, specifying in reasonable detail the nature of the Deliverable's dependency on or use of the Third Party Content, and provide Client with guidance on how to obtain licenses from the applicable third party. Client is fully responsible for procuring license rights in its instance of the Google Applications

d. In the event that (i) Synetic is advised or notified by a third party that all or a portion of the Deliverables or services provided hereunder may infringe the Intellectual Property rights of a third party, or (ii) Synetic becomes aware of the fact that any Deliverables or services provided by Synetic may infringe the Intellectual Property rights of a third party, then Synetic will promptly provide Client with written notice thereof, specifying in reasonable detail the nature of the claimed or potential infringement and Client will cease use of the Deliverables or services until a non-infringing replacement is found.

10. Professional Services Warranties.

a. Synetic represents and warrants that the Deliverables as provided or made available by Synetic will not infringe any US copyright or misappropriate any trade secret of any third party.

b. Synetic represents and warrants its performance under this Agreement will comply with all applicable federal and state laws.

c. Synetic represents and warrants that: (i) it will complete all tasks identified in a Statement of Work unless this Agreement or the Statement of Work is terminated as permitted by this Agreement; and (ii) all services provided by Synetic to Client (including without limitation any installation, support and training) will be performed in a timely, competent, professional, and workmanlike manner, using qualified employees in conformity with standards generally accepted in the software industry. If Synetic breaches this warranty, Client may, as its sole remedy, request that Synetic promptly correct any such failure of to provide the applicable Professional Services at no additional charge.

d. Synetic represents and warrants that Synetic and its Personnel will not install or insert any virus or malware into any Deliverable and that Synetic uses frequently updated virus scanning software to ensure that any Deliverables do not contain any virus or other malware at the time they are delivered to or made available to Client.

e. Synetic represents that it has not paid and will not pay any fees or made any payments or rebates to any employee, officer, representative, or designee of Client.

f. Except for the above warranties, Synetic provides all services to Client without warranties, express or implied. Synetic and its licensors do not represent or warrant that (a) the use of the Professional Services or the Deliverables will be secure, timely, uninterrupted or error-free or operate in combination with any other hardware, software, system, or data, (b) the Professional Services or Deliverables will meet requirements or expectations, (c) errors or defects will be corrected, or (d) the Deliverables or results will meet any regulatory approvals or requirements. All conditions, representations, and warranties, whether express, implied, statutory or otherwise, including, without limitation, any implied warranty of merchantability, fitness for a particular purpose, or non-infringement of third party rights, are hereby disclaimed to the maximum extent permitted by applicable law by Synetic and its licensors.

Section 3 - Google Domain Management Description of Services

Synetic will oversee the National Microschooling Center's Google Workspace for Education domain, guaranteeing peak performance, robust security, and high user satisfaction. The Client will be granted their own subdomain within this domain. Licenses will be managed through the National Microschooling Center. The services for the Client's subdomain include, but are not limited to:

Domain Setup and Configuration: Initial setup and ongoing management of the Google Workspace for Education domain, configured with K12 best practices as a foundation, while allowing each micro school the flexibility to tailor settings to their specific requirements. These customizable settings include email policies and subdomains, drive sharing, Classroom, Meet, users, groups, directories, security, and data loss prevention.
User Management: Creation, modification, and deletion of user accounts, including role assignment, group creation and group management, multi-factor authentication management, and password resets.
Security Management: Implementation of security best practices, including 2-step verification, data loss prevention, and regular security audits.
Email and Communication Management: Management of Gmail settings, configuration of secondary domain (if applicable), email routing, spam filtering, and communication tools like Google Meet and Chat.
Data Management: Oversight of Google Drive storage, sharing policies, shared drives, and data archival for decommissioned accounts.
Device Management: The Client has the option to manage all or some of their devices (iOS, iPadOS, Android, and ChromeOS), and will collaborate with Synetic to tailor applications, security settings, wireless network credentials, printers, and other device features.
Support and Training: Providing end-user support, access to all virtual training, access to the K-12 Tech Leaders Community, and resources to maximize the use of Google Workspace tools.
Monitoring and Reporting: Continuous monitoring of system performance, usage metrics, and regular reporting to the Client. This includes listing groups, adding or deleting students, staff and devices, maintaining hygiene by regular domain maintenance, and reporting on a regular basis to Client.
Compliance and Policy Management: Ensuring adherence to educational regulations and institution-specific policies.

1. Project Management

1.1 Administrative Contracting Officers

1.1.1 Synetic

Synetic will oversee all contract-related activities, ensuring compliance with agreed-upon terms and conditions.

1.1.2 Client

The Client’s representative will be responsible for approving changes, monitoring service delivery, and ensuring alignment with organizational goals.

1.2 Work Plan

A detailed work plan will be developed by Synetic in conjunction with Client to ensure a seamless transition to managed service of the Google Domain

1.3 Work Plan Management

The work plan will be actively managed to ensure timely completion of tasks, addressing any issues that arise promptly.

1.4 Communications

Business Hours: Monday through Friday, 8:00 AM to 5:00 PM Central Time, excluding federal holidays.
Severity Levels:
- Severity 1 (Critical): A complete or near-complete loss of service, preventing critical business functions.
- Severity 2 (High): A significant degradation of service, impacting key business functions, or requests to offboard or suspend users, or issues affecting multiple devices.
- Severity 3 (Medium): A minor degradation of service, causing inconvenience but not preventing work, or requests to onboard new users, or issues affecting individual devices.
- Severity 4 (Low): A general inquiry or request for information, not impacting service.
Response Times:

Severity Level	Initial Response Time (Business Hours)	Resolution Time Target
Severity 1	1 hour	4 hours
Severity 2	2 hours	8 hours
Severity 3	4 hours	24 hours
Severity 4	8 hours	48 hours

2. Change Control

To manage changes effectively, the following change control process will be implemented:

Change Request Submission: Any change requests must be submitted in writing by the Client or identified by Synetic. Client will submit tickets via Synetic’s ticketing system and emailed to support@synetic.com
Approval Process: Access to the ticketing system will be limited to Client’s identified representative and thus approval is granted for Synetic to make changes based upon submission of the ticket.
Implementation: Approved changes will be implemented in a controlled manner, with minimal disruption to the Client’s operations.
Documentation: All changes will be documented, including the nature of the change, the reason for the change, and the outcome via Synetic’s ticketing system.

3. Deliverables

Synetic will deliver the following:

Initial Setup Report: Documentation of the initial Google Workspace for Education domain setup, including configuration details. Synetic will address all critical recommended changes from the Client’s Google Workspace Domain Audit as part of this managed service contract.
User Management Reports: Regular reports on user account status, role assignments, and group memberships.
Security Audit Reports: Periodic security audit reports detailing findings and remediation actions taken.
Performance Reports: Reports on system performance, usage statistics, and service availability available on request.
Support Logs: Documentation of support requests, resolutions, and response times, utilizing a robust ticketing system for tracking and managing issues.
K12 Tech Leaders Community: Access for all staff members into Synetic’s K12 Tech Leaders Community for various virtual training sessions and discussion groups.
Change Logs: Detailed logs of all changes made to the system, including dates, descriptions, are available on request.

Client will deliver and ensure the following:

Micro School Administrator Contact Client will ensure the contact information is provided to Synetic and a collaborative kick-off meeting is scheduled to ensure a seamless transition to Synetic for management of the Google Workspace for Education domain.