Hardware support contract
Contract no. BRS-2025-0187 · between Brightrack Services (the provider) and Acme, IT team (the
customer).
1. Term
From 1 March 2025 to 28 February 2027. The contract renews for one year unless either party gives three
months' written notice.
2. Service level
Next-business-day on-site intervention for the equipment listed in schedule A. Cases are opened on the
provider's portal, support.brightrack.example, or by e-mail to support@brightrack.example, quoting the
contract number and the serial number of the machine.
Priority Example Response On site
P1 Server down, service stopped 2 hours Next business day
P2 Redundant part failed (disk, power
supply)
4 hours Next business day
P3 Question, configuration advice 1 business day Not included
3. Spare parts
The provider keeps a stock of disks, power supplies and memory modules for the covered models.
Replaced disks stay with the customer, who destroys them: no data leaves Acme.
4. Exclusions
Software, operating systems and virtual machines; damage caused by a power failure outside the
provider's equipment; consumables.
5. Price
4,800 EUR excluding VAT per year, invoiced in March. Equipment added during the year is invoiced pro
rata.
6. Contacts
Role Name Address
Customer, contract owner Claire Martin claire.martin@acme.example
Customer, technical contact Hugo Bernard hugo.bernard@acme.example
Provider, account manager Jonas Lindqvist accounts@brightrack.example
Signed on 14 February 2025. For Acme: Claire Martin, IT team lead. For Brightrack Services: Jonas
Lindqvist, account manager.
Schedule A: covered equipment
Name Role Location Serial number
web1 public website rack A BRX-7731-0042
web2 public website (standby) rack A BRX-7731-0043
db1 primary PostgreSQL rack B BRX-9120-0108
db2 PostgreSQL read replica rack B BRX-9120-0109
pve1 Proxmox hypervisor rack B BRX-9340-0021
Laptops and network equipment are not covered by this contract: laptops come with the manufacturer's
warranty, switches and firewalls with their own support.