Remote Support terms and conditions

IT Support Customers
(Bronze, Silver, Gold and Platinum)

  • 1.    GENERAL
    • a.    Applicable to Nortech Computers ‘IT Support’ customers.
    • b.    All quotations and sales orders presented to the Customer in relation to ‘IT Support’ shall be deemed to incorporate the terms hereof which shall take the place of any other terms and conditions contained in any purchase order or any other document.
    • c.    No other agreement or understanding of any kind shall form part of or operate as a waiver to this Agreement unless expressly accepted by the Company and confirmed in writing.
  • 2.    DEFINITIONS
    • a.    ‘The Company’ shall mean Tech Squad Ltd T/A Nortech Computers or any Company to which the rights under this contract are transferred.
    • b.    ‘Engineer’ shall mean a trained employee of the Company, or a subcontractor engaged by the company.
    • c.    Agreement/Contract’ shall mean the Agreement for IT Services to the Customer;
    • d.    ‘Employee’ shall mean a trained employee of the Company, or subcontractor.
    • e.    Telephone Technical Support’ shall mean a call by the Customer to the Company at the telephone number as advised by the Company, at the customers own cost, for resolution of technical problems related to support hardware and software solutions as defined by the Company;
    • f.     Remote Access’ shall mean the Company remotely accessing a workstation or server to resolve a problem;
  • 3.    PERIOD OF SUPPLY OF SERVICES
  • a.    This is an annual contract paid monthly.
  • b.    Support services under the Contract shall begin on the date of commencement specified in the Agreement and shall continue for a minimum of 12 months.
  • c.    The contract can be terminated by the customer, at each anniversary, by giving the Company not less than thirty (30) days prior written notice in advance of the renewal date.
  • 4.    The Company may cancel the contract by giving thirty (30) days written notice to the customer.
  • 5.    CHARGES
  • a.    The agreed charges will be collected by direct debit each month.
  • b.    The Company reserve the right to suspend any services as a result of late or unpaid invoices as provided by the Company with immediate effect. Such services will not be resumed until all charges have been paid in full to the Company.
  • c.    Without prejudice to any other remedy the Company may at any time by thirty (30) days written notice to the Customer vary any or all of its charges including the subscription rate.
  • 6.    PERIOD OF COVER
  • a.    The Company will respond to service calls between the hours of 09:00 and 17:00 Monday to Friday excluding Bank and Public Holidays. Any service, which the Company may provide at the Customer’s request outside those hours, will be invoiced at the Company’s ‘Out of Hours’ rates.
  • b.    The Company will use reasonable endeavours to respond to all calls as quickly as possible during the times and days of the week specified. We aim to respond to calls based upon the following categories:
  • ·         ‘Urgent’ 60 minutes
  • ·         ‘High’ 2 hours
  • ·         ‘Medium’ 4 hours
  • ·         ‘Low’ 8 hours

Please note that these are working hours response times and the Company cannot offer reimbursement for failure to meet the above targeted response times.

  • 7.    SECURITY
  • a.    The Company shall use its reasonable endeavours to keep secret any confidential information disclosed to it by the Customer relative to the Customer’s business and shall not disclose the same to any third party other than those employees of the Company whose province it is to know the same.
  • b.    The Company shall use its reasonable endeavours to ensure that any other confidential information relating to the business of any client of the Customer, which comes to the knowledge of the Company, or any of its employees shall be treated as confidential and shall not be disclosed to any third party.
  • c.    The Company may disclose the customers details to the relevant authorities if required to do so by law, but this is limited to the disclosure of any information pertaining to a crime.
  • 8.    CUSTOMER RESPONSIBILITY

The Customer shall:

  • a.    Take responsibility for providing authorisation to people who may call the Company for Support. The Company cannot be held responsible for any resulting chargeable remote or onsite work, following a call from the Customer or its representative whom the customer may at a later date advise was not authorised to contact the Company.
  • b.    Ensure that Anti-virus software installed is kept up to date as per software supplier’s recommendations, unless a provision is included within the Customer’s Contract.
  • c.    Ensure that suitable and valid backups of all data are regularly taken and maintained, including appropriate changes of media used for the back-up, unless a provision is included within the Customer’s Contract.
  • d.    Ensure that equipment is fit for purpose.
  • e.    Ensure that an internet connection is available for Remote Access.
  • 9.    ACCESS TO EQUIPMENT
  • a.    The Customer shall allow the Company’s personnel to have full and free access to the equipment at all reasonable times in order to carry out any technical support.
  • 10. LIMITATIONS
    • a.    The Company shall under no circumstances whatsoever (whether for negligence, breach of Agreement or otherwise) be liable for any loss of data, any loss of business or loss of profit, or for any consequential loss or damage arising directly from any failure by the Company to perform its obligations hereunder.
    • b.    The Company shall under no circumstances whatsoever be held responsible for problems caused by system updates, software updates, hotfixes, firmware or any other update supplied automatically or by recommendation.
    • c.    In such an event the Company will do all in its power to rectify and minimise any downtime or problems caused by an update. It is also the customer’s responsibility to ensure all updates for the Operating System and Antivirus are kept up to date, unless a provision is included within the Customer’s Contract.
    • d.    The Company will only support Manufacturer support versions of software under this Agreement. All applications not covered by the agreement must be supported on the customer’s site, at which time our standard charges will apply.

The services included in this agreement are:

  • a.    Telephone Support on Hardware and Software
  • b.    Remote Access Support on Hardware and Software

 

  • 11. SOFTWARE:
  • a.    Software versions must be currently supported by Microsoft or software supplier;
  • b.    Third Party products will only be supported to an initial level and in some circumstances the Customer may have to contact the software manufacturer for in depth support.
  • 12.  REMOTE SUPPORT
  • a.    The Remote Access Support Services to be provided by the Company or its authorised sub-Contractors shall comprise:-
  • (i)   Response to service calls requested by authorised personnel of the Customer.
  • (ii)  Repair of the technical problem reported by the customer, using secure remote desktop technologies.
  • (iii) Pro-active monitoring and repairs, using secure remote desktop technologies, when agreed in the schedule of cover.
  • b.    The Company’s duties under this Agreement do not include:
  • (i)   Remote support for any applications not covered by the Company.
  • (ii)  Training.
  • (iii) Installation of equipment not previously agreed by the Company.
  • (iv) Installation of equipment not purchased from the Company, unless previously agreed.
  • (v)  The cost of any additional or replacement hardware or software required.
  • (vi) The cost of any workshop services required.
  • (vii)        The cost of any engineer visits required.
  • c.    Support slots will be allocated on a first come first served basis, except for Platinum customers who will always be placed at the top of the queue.
  • d.    Customers are required to install remote support software on their devices to enable engineer access.
  • e.    Customers will book a remote support session at a specific time and date; an engineer will connect to their computer at the agreed time and start the repair process.
  • f.     This agreement is for an annual contract paid monthly, the contract will automatically renew unless the customer informs us before the anniversary of the contract. If the customer misses a payment no support will be given until the account is brought up to date.
  • g.    Remote support clients will have a persistent gateway installed by an engineer once they sign up, this will allow us to connect to their computer quickly and easily each time they need support.
  • 13. ANTIVIRUS
    • a.    The Company does not guarantee “virus free” operation, nor does it commit to running virus scans for Customers.
    • b.    The Company will offer support on the scheduling of virus scans and the configuration of automatic processes to scan a system for viruses at the point of installation only.
    • c.    The company reserves the right to charge for anti-virus services that are required following successful installation and configuration unless provision is included within the Customer’s Contract.
  • 14. ADDITIONAL CHARGES
  • a.    The company may levy a charge for work authorised outside of the scope of this contract, this additional work will be changed at the Company’s standard rate at the time as published on the Company’s website.
  • b.    The Company cannot be held responsible for issues out of our control that may be experienced by third party providers/products. Any remedial work as a result of such issues may be chargeable at our standard rates.

 

 

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