Hardware and Software Support Services

Overview

Hardware support is the repair of faults in the hardware components of a computer or a peripheral. It does not include the malfunction of the hardware due to a software problem. Software support takes this further and extends the repair to problems associated with incorrect installation or configuration of software items. Contract Support goes on further still to include all services normally associated with the day to day running of a computer network, such as changes and installation work.

Due to the complexities of the link between hardware and software on personal computers we can offer Contract Software Support only if a Contract Hardware Support contract exists.

Ad-hoc Support covers attendances for hardware and software fault rectification on a case by case basis, individually charged, and for all other types of attendance except those covered by Contract maintenance.

Upon receipt each problem will be classified as follows:

In this section the following notes apply:

·         Attendance time is the time elapsed between the acceptance of  the call and the arrival time at the customers premises

·         all figures are in working hours within the agreed Service Cover

·         Repair time is the time elapsed between arrival at the customer’s premises and the problem being resolved.

·         All times exclude period where access to the site is prevented by factors outside of the company’s control.

·         Note that these are maximum times not expected times

·         Where a conflict occurs customers with contract support will take precedence over those with ad-hoc support.

Hardware Support

There are two Service level tables which define our response performance, one for Ad-hoc support and one for Contract maintenance.

Software Support

There are two Service level tables which define our response performance, one for Ad-hoc support and one for Contract maintenance 

General Terms and Conditions

Duration of Contract Support

An agreement for Contract Maintenance will continue until cancelled by one months written notice by either party. Rates will be in accordance with the stated amount for the contract and thereafter will only be increased by three months period of notice.

Payment

Payment for the contract support is required monthly in advance.  Payment for Ad-hoc Support work is required immediately on receipt of invoice. Failure to comply with these terms will result in a suspension of our support  service until rectified.

Customer Obligations

The Customer will

·         Ensure that the equipment is kept at the specified location and used in accordance with the suppliers recommendations i.e. a clean a.c. supply voltage, sufficient air space surrounding the equipment, no vibration etc. The magnetic media used is subject to particular restrictions for reliable operation, and is the specific responsibility of the named customer contact overleaf.

·         Allow Company representatives access to the equipment and co-operate with the Company’s efforts to diagnose the fault by reproducing the symptoms on request.

·         Not tamper or in any way interfere with the Equipment in a way which could lead to possible damage or incursion of foreign material or remove the equipment to a different location without written notification and approval.

·         Not undertake additional installations or connections to the equipment without confirmation from the Company that these additions are compatible with the equipment and do not cause the equipment to fall outside of this contract.

·         Pay promptly and within the terms stated any renewal fee due and, in the event of work done outside the scope of this agreement, additional fees levied for non-contracted services

·         Notify the occurrence of faults to the company’s service department giving reference numbers of this agreement and full particulars of the fault symptoms.

·         Provide user guides, installation manuals and original media for packaged software products when requested.

Scope

Where equipment or software is not supplied by the company, coverage of service under this contract can only commence after the company has had the opportunity to inspect and examine the item as being capable of acceptance under contract. Should the item be removed to a different location the company reserves the right to undertake a similar inspection on the same basis.

The Company will endeavour where possible to retrieve data from faulty equipment but cannot be held responsible for data loss of any kind. The replacement of consumables (such as toner, ribbons, and ink) is not covered by this contract.

Abortive Work

Where Systech cannot complete a job due to an omission by the customer, Systech reserves the right to raise a charge for abortive work as per normal support rates. Examples of such omissions are

·         Non-attendance by the customer when required to resolve the problem

·         Required documentation,  parts or data not available

·         No demonstrable fault

Fair Wear and Tear

The contract covers the incidence of failures and their repair under normal conditions of fair wear and tear. Fair wear and tear does not include such incidences as operator error, negligence, accident damage, or false alarms.

Confidentiality

The company honours all confidential material held on the computer system for non-disclosure. Any information will not be passed on or communicated in any way to a third party.

Contract Hardware Support: Specific Terms and Conditions

The contract includes the supply of both Labour and Parts. Parts will be repaired or replaced at the Company’s option. All defective parts permanently removed become the property of the Company and all replacements will become property of the customer. If it proves to be impossible to repair the fault within these times the Company will supply similar replacement equipment on free Loan until the repairs can be completed.

Contract Software Support: Specific Terms and Conditions

Services Included

Training of users undertaken as part of installation or problem resolution

Occasional movement of computers

Software installation

Workstation and Printer Installation

Setting of Network control items (e.g. IDs, password, shared printers, backup)

Recovery from hardware or software failure,

Data restoration where possible

Virus Scans

Telephone Support

Services Excluded

Installation of new servers or cabling

Large movements of computers (e.g. new offices)

Structured Training of users

Regular backups

Repair of data corrupted for whatever reason

Installation of illegal copies of Software

Contract Software Support Rates

Ad-Hoc Support Callout Rates

The table below details our standard rates for general support. Any faulty hardware or software that is replaced will be invoiced in addition to these charges unless the goods are under a Systech warranty when they will be provided free of charge. A Support Chargeout Slip will be filled in and a signature will be sought for each call completed. If the fault cannot be fixed no charge will be made unless a charge is agreed before the work starts.