Hardware Equipment supplied by us is covered for the full duration of the manufacturers warranty. We will assist with any technical faults with equipment and arrange repair or replacement as necessary in consultation with the manufacturer's service centre, during our normal office opening hours, and subject to our terms of business.

For Software Support and help reconfiguring hardware equipment or peripherals, you will require a support subscription to be effective. We have various levels of subscription for you to choose from:


STANDARD SERVICE LEVEL SUBSCRIPTIONS

     
   

Level One is suitable for the vast majority of our customers. This is due to our branded equipment and established software being robust and very reliable in day-to-day operation. It is included with all systems in the first year provided you have included a Service Pack with your purchase. After the first year, optional renewal for a Level One annual subscription is £25 per month, paid annually.

Priority Add-on: If you require additional priority and extended hours in the first few weeks of installation of a new system, or the owner/manager is going on holiday, then the 1-month Priority Add On provides this facility without the full cost of an annual higher level subscription.


HIGHER SERVICE LEVEL SUBSCRIPTIONS

If your business requirements require support outside our normal hours on a regular basis, on-site callout facilities, or you require greater peace of mind knowing that you have contractual support entitlement outside normal office hours or a response within specific timescales, then you can subscribe to one of our higher level subscriptions. You will be given a separate Priority Service Level telephone number and email address for these higher level subscriptions.

   
The above prices are a guide for the London and surrounding area.
Depending on your location, an additional premium may apply for On-Site Callouts - please contact us with your address for a quote.



NEW MENU?

Your initial training session (part of the Service Pack) will have covered how to update products and prices on your system so it is very easy to make changes yourself. However, if you require us to carry out additional programming work for you, please contact us for a Programming Quote for the new changes.

 



BESPOKE SUBSCRIPTIONS

Bespoke subscriptions covering specific days, hours and locations are also available. Please contact us to discuss your requirements and for a quote.

 



AD-HOC SUPPORT (WITHOUT A SUBCRIPTION)

If you do not have any subcription in place, then ad-hoc support may still be available during our weekday office hours, subject to technician availability, and depending on the type of support requirement.

Ad-hoc support is charged at £95 for upto 1 hour telephone session or remote access session, or in some cases we may be able to quote a fixed price for an issue. Fill out our Support Request form.

Where you do not have a subscription and/or support is required outside our normal office hours or outside your contracted support hours, then this will be charged at the Out-of-Hours Rate of £175 per hour, with a minimum 1 hour charge.

 



NETWORK SUPPORT & MAINTENANCE

If you require assistance with your own network equipment, network cabling and/or WiFi connectivity, then we can offer a subscription or ad-hoc support services. Please contact us to discuss your requirements for a quote.

 



NOTES FOR ALL SUPPORT SERVICES

The following policy and procedures form part of our terms of business.

1. PRICES
Prices shown above are quoted for customers in the UK Mainland for an individual site address, and are excluding VAT. Additional fees may apply for customers outside the UK Mainland and for additional sites - please contact us for a quote.

2. UPGRADES
Upgrades to a higher service level or renewal of a lapsed subscription will not take effect until 5 working days from order confirmation. Downgrades are not permitted part way through an annual subscription.

3. HOLIDAY PERIOD
Level One excludes service on Bank Holidays, and a limited email-only service is provided on the working days between Christmas Eve and New Years Day. Level Two and Three excludes service on UK Bank Holidays.

4. PAYMENT TERMS
Level One and Two are payable annually in advance. Level Three and Four are payable quarterly in advance by credit card or standing order. If any payment is missed or delayed on your account when you are on a quarterly payable plan, we reserve the right to require annual payment in advance. You may cancel automatic annual renewal by giving at least 1 months notice prior to the end of the 12 month subscription. If any instalment remains unpaid for more than 7 days from the due date we may suspend the provision of service at our discretion and the suspended term will be forfeited, without prejudice to your liability to us for the outstanding payment.

5. SITE VISIT
On subscription Level 2 and above, where an on-site call out is deemed necessary by us to resolve a total or major system failure, you must have paid at least 3 months subscription for each call-out used otherwise additional advance payment will be required. A call out will be booked only following our attempt to resolve any issue remotely.

6. INTERNET AVAILABILITY
You are responsible for providing a working internet connection at your site and making it available to us to remotely access the system for us to investigate and resolve any queries and provide user support

7. DATA BACKUP
You are responsible for the external backup of your data on a frequent basis. Please note that none of our support subscription levels include Data Recovery services or Re-programming in the event of program/data loss - if required, these services are chargeable. Your business data can become damaged or lost due to computer virus, hardware failure, physical damage to equipment, theft, flood, fire, power surge, power failure, network or software error as well as other causes. Performing a frequent external data backup is the only solution to minimise business disruption in such cases. We will not accept liability for loss of data and any associated recovery or re-programming costs under any circumstances. The backup procedure is covered during training and/or in the system documentation - please contact us if you require instructions on externally backing up your data.

8. RESPONSE TIMES
On subscription Level 2 and above, the stated response times are timed within the stated operating hours. There is no specific response time on subscription Level 1 other than as soon as reasonably possible

9. FAIR USE
The support service is provided on a fair use basis and is not a substitute for a staff training session and it is not a data entry service. It is to help with specific queries or problems and to to give user advice on products purchased from us and reference to applicable documentation.

(a) TRAINING
Where your query requires detailed tuition on the entire system or a major module of a system, you will need to separately book and pay for a training session. See Training Services.

(b) TAMPERING
Where an untrained or unqualified person has tampered with system settings which cause an error or made significant system changes without prior consultation with us, we will charge additional fees for resolution in that circumstance.

(c) ABUSE
If you or anyone representing you abuses or threatens our staff, then support will be refused. If it persists after we have given written warning, then your subscription will be terminated and any associated fee will be forfeited.

(d) ITEMS PURCHASED ELSEWHERE
Where you have added equipment, software or peripherals obtained or purchased from a third-party then you will need to pay additionally if you require our help setting up, using or connecting to equipment, accessories or software that has not been purchased from us.

(e) OUTSTANDING PAYMENT
Where there is any outstanding payment due on your account, or an item requiring return has not been returned, then we reserve the right to suspend support services - any lost duration of a subscription will be forfeited.