Technical Support Terms & Conditions
Pre-Contract Site Survey
To agree what level of service contract is required Buzitech will undertake an initial free on site survey for new clients (approximately 1 hour). This will be reviewed annually with a half-hour review to ensure that adequate cover remains in place.
This will provide:
Summary of hardware and software
Main functions and users
Ongoing problems/immediate issues that will need to resolved or planned for within the contract
Recommendations and maintenance contract costed accordingly
Identify any third party software or dial up settings required for delivery of specific company services or products.
The Maintenance Service
Buzitech are able to offer a quality maintenance service on most items of computer and related equipment. Unless otherwise agreed the equipment serviced and maintained should be:
IBM compatible PCs running Microsoft Operating Systems/software
Computer Network Infrastructure (switch/hub/routers/cabling)
Replacement Parts
Buzitech will endeavour to source and supply any replacement parts that are not covered by manufacturer's warranty. These will be invoiced to the customer.
Procedure for Fault Reporting
Faults should be logged via the Technical Support Coordinator on Telephone: +44 (0)1437 779201, Facsimile: +44 (0)1437 779201, via the website www.buzitech.co.uk or email support@buzitech.co.uk. Please provide your name, company, location and telephone contact details, equipment details, and a full description of the fault symptoms including any error messages. If a full description is not given, this could lead to delays in service as cases will be prioritized by the engineer based on the fault description.
Buzitech service is delivered either within support package response time by telephone, email, remote access, fax or by a mutually agreeable call out date and time dependant on problem, urgency, location and access. (Please note that these arrangements can only be met if logged through the above reporting procedure).
Buzitech's standard working hours are 9.00am to 5.00pm Monday to Friday.
Virus Damage
Emergency support will not cover repair of virus infection unless the client's computers are running up to date anti virus software.
Payment Terms
Payment for emergency support contracts are by monthly direct debit/standing order. General support is payable by monthly invoice.
Termination
The initial contract is valid for three-years at the chosen number of hours. Either party may terminate the agreement governed by these terms and conditions with one month's effect on written notice. All unused hours will be refunded.
General Terms
Buzitech reserves the right to amend the terms and conditions at any time.
Data Protection
The information you provide or we hold may be used by our employees and/or agents to:
Identify you when you make a telephone enquiry
Help administer any accounts, services and products offered by our company now and in the future
Write to, telephone, email or visit you in person with information about other services and products offered by us. We will not contact you in this way if you have opted out or otherwise not consented. (Please write to us if you do NOT wish to hear about other products and services.)