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Sparrow iTeam Terms of Service for Practice Visits

IMPORTANT NOTICE: These terms of service apply to services provided by Sparrow's iTeam and technical support staff. TERMS AND CONDITIONS (a) Services: Service visits are available only for devices and issues directly related to connecting computers to Sparrow's remote solutions software. Sparrow's iTeam will attempt to diagnose and solve problems during a service call. In certain cases, however, this may not be possible because of problems with your computer or its configuration that are beyond our control. Sparrow's iTeam members shall not provide technical assistance to unrelated devices or applications. In certain cases, however, problem diagnosis and support may not be completed because of a problem with your computer or its configuration that is beyond our control. In such a case, Sparrow's iTeam will refer you to a 3rd party partner for further assistance and/or necessary purchases. (b) User Responsibility: You understand and agree that before Sparrow's iTeam performs diagnostic repair on your organization's computer(s), it is your responsibility to back up the data, software, information, or other files stored on your computer's disks and/or drives. You acknowledge and agree that Sparrow's iTeam shall not be responsible under any circumstance for any loss or corruption of data and/or software. (c) Scheduling: Standard service hours are Monday -- Friday 8 A.M. to 8 P.M., Saturday 8 A.M. to 5 P.M. (d) Service Jurisdiction: Sparrow service visit are provided to locations within 45 miles of Sparrow's main campus only. (e) Minimum System Requirements:

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Pentium 4 or higher At least 1GB free hard disk space on system drive and 2 GB RAM on each computer Microsoft Windows XP SP2 operating system or later


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Browsers supported: IE7 or higher and/or via Citrix Receiver for Apple based systems such as a Mac or iPad. For Apple based systems, a valid iTunes account must be available at time of service to allow the technician to download and install the Citrix Receiver. Operating system passwords must be available ISP passwords and operating system disks, with key codes, must be available when applicable All computers and/or peripherals must be in good working order and spyware free, including anti-virus software with current definitions. Broadband services, if any, must be installed and operational before service, including modem connections. The Sparrow remote software requires a minimum speed test as described below. Our technicians can assist you in this evaluation as necessary. · Latency < 180ms · Upload speed > 1 Mbits/second · Download Speed > 1.5 Mbits/second

(g) Access: The Sparrow's iTeam Agent must have 1) access to your business and the computer(s) and/or peripheral(s) to be serviced, 2) your consent and cooperation to enter your business, 3) a safe working environment, work space, and 4) electrical power. If the Sparrow's iTeam Agent determines that these conditions have not been met, services will not be provided. SERVICE LIMITATIONS; LIABILITY (a) Sparrow's iTeam and/or its third-party service providers reserve the right to refrain from providing any or all services, if minimum system requirements are not met or if technical conditions (such as wiring difficulties or physical barriers) or customer requirements are unusual, extensive, or beyond the scope of this service agreement as reasonably determined by Sparrow and/or its third-party service provider in its sole discretion. responsible for any associated charges. (b) Force Majure: If Sparrow's iTeam and/or its third-party service provider's ability to render services is impaired by circumstances beyond the control of Sparrow's iTeam and/or its third-party service provider, Sparrow's iTeam and/or its third-party service provider may choose not to provide services. (c) Limitation of Remedy: Under no circumstances shall Sparrow, Sparrow's iTeam, and/or its third-party service provider be liable to you or any other person for any damages,

including without limitation any indirect, incidental, special or consequential damages, expenses costs, profits, lost savings or earnings, lost or corrupted data, or other liability arising out of or related to the services provided by Sparrow's iTeam and/or its third-party service provider or out of the installation, de-installation, use of, or inability to use your computer equipment, hardware, peripherals, or the network as a result of the services provided hereunder. (a) Sparrow's iTeam shall not be liable for any failure or delay in performance due to any cause beyond its control. If Sparrow's iTeam's ability to render services is impaired by your failure to cooperate or circumstances beyond the control of Sparrow's iTeam, Sparrow's iTeam may choose not to provide services. Service can also be denied if dangerous or unhealthy conditions are present including possible code violations. For any un-installation services provided, Sparrow's iTeam shall not be responsible for repairing any damage or changes made to your residence. Arbitration. All disputes arising out of or related to this Agreement shall be resolved by binding arbitration pursuant to the Commercial Arbitration Rules of the American Arbitration Association. Such arbitration shall be conducted in Ingham County, Michigan. The award rendered by the arbitrator shall be final and binding upon the parties hereto, and the cost of arbitration and attorneys' fees shall be apportioned as the arbitrator deems appropriate. Judgment thereon may be entered in a court having jurisdiction thereof or having jurisdiction over any of the parties. No party shall have any right to commence or maintain any pursuit or legal proceeding concerning a dispute hereunder until the dispute has been determined in accordance with the arbitration provisions of this paragraph and then only for enforcement of the award rendered in such arbitration. Entire Agreement. This Agreement is and shall be deemed the complete and final expression of the agreement between the parties as to matters herein contained and relative thereto, and supersedes all previous agreements between the parties pertaining to such matters. It is clearly understood that no promise or representation not contained herein was an inducement to either party or was relied on by either party in entering into this Agreement. Applicable Law. This Agreement shall be governed by the laws of the State of Michigan, excluding any conflict of laws rules.

Customer Signature: ____________________________________________________________

Date: ________________________________________________________________________


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