The Terms and Conditions of IntraSystems' CSP Agreement are as follows:

Contract commitment will be for the agreed upon commitment/contract period. 
IntraSystems requires Client to commit to the number of licenses stated in the Pricing section, including annual support.  A Purchase Order in the amount of the total annual amount is requiredx
Any users over the number of licenses committed to will be invoiced on a monthly basis at the increased per license rate provided in the License section.x
Initial Annual invoice will be issued upon receipt of Purchase Order and/or signed Agreement; however, any overage charges will be issued to Client on the first week of the following month for the previous month's license overage.x x
If Client requires monthly or quarterly invoicing, a 10% finance fee will be added to the Agreement.x
No software subscription required.x
Management of license counts and reporting is handled by IntraSystems.x
Access to the most current product versions.x
Use rights protection for all products.x
Invoice and payments to be made in US currency.x
The customer is required to contact IntraSystems support with any configuration needs and IntraSystems support will respond appropriately by either approving the customer action, assisting the customer in performing the action, or recommending onsite service, etc.  Proceeding without documented IntraSystems approval may result in additional billable engineering service time.

IntraSystems’ Premium 24x7 support provides customers with the reassurance that their networks and computer systems are maintained by industry-leading support engineers.  To keep your systems operating at peak performance, our support resources include both telephone and online access to dedicated, highly-certified Citrix support engineers; timely, onsite system monitoring; and leading-edge remote diagnostic tools.  IntraSystems ensures the technical challenges customers face are resolved quickly and efficiently.

Services provided under IntraSystems’ Premium Support Agreement:

Premium Support coverage hours are provided on a 24x7x365 basis.
Unlimited telephone support available during Premium Support coverage hours.
Maximum response time during Premium Support coverage hours is two (2) hours (in most cases immediate call-back is available).
Access to IntraSystems 24x7 Customer Response Portal to create, update and view support tickets. Easy access is available through the Customer Response Portal link found on our website: IntraSystems Support.
The following areas are not covered by IntraSystems’ Support Agreement:

Existing hardware and software configurations not installed by IntraSystems are not covered unless a System Health Check is performed and signed off on by an IntraSystems engineer.
Onsite consulting services are available at additional charges.
If the customer performs any server rebuilds or configuration, IntraSystems may require additional, billable engineering services.
New, major version upgrades require additional, billable engineering services.
Connectivity and media connections other than those installed by IntraSystems are not covered by this Agreement.
Theft or damage not attributed to normal usage are not covered by this Agreement.
All manufacturer warranties precede this Technical Support Agreement.
Hardware failure coverage is dependent on the vendor hardware warranty.
Software reinstallation and reconfiguration due to hardware failure is NOT covered.