Maintenance Contract Further Details
A TeleConneXions Maintenance Contract covers Intel-based Server systems, PC systems, printers and peripherals. The agreement also covers local area network data active equipment. The service is primarily contract-based, but a limited amount of work can be undertaken on a time-and-materials basis for equipment not under contract.
A PC system is defined as a processor, screen, keyboard, mouse, and normal internal peripherals such as hard disk and CD-ROM drive, together with the operating system and utility software.
A Server system is defined as a processor, screen, keyboard, mouse, and normal internal peripherals such as hard disk and CD-ROM drive, together with the network operating system and utility software.
The contract service is normally available only for equipment purchased through TeleConneXions Ltd. However exceptionally other equipment may be accepted on contract by negotiation.
The service covers:
· initial commissioning of new equipment, including installation and configuration of hardware and of operating system, utility and anti-virus software;
· installation and network connection at the user’s work place;
· repairs of faults to hardware and to operating system and utility software;
· hardware and software upgrades;
· equipment moves as part of office relocation.
The service does not cover vandalism, theft, or accidental damage.
Faulty equipment will be either repaired or replaced, at the discretion of TeleConneXions Ltd. Where possible, loan equipment is provided if faulty equipment cannot be repaired quickly.
Equipment located off site must be returned to site for service, whether under contract or on time-and-materials.
Users are responsible for the preservation and recovery of data files, and should take adequate precautions. The service cannot guarantee to recover lost data, though reasonable assistance will be given.
A detailed schedule must be taken out with TeleConneXions Ltd for each piece of equipment to be supported. Normally service contracts are for a maximum of one year at a time. However occasionally service contracts may be taken out for longer periods.
For new equipment, warranty cover begins from the receipt of the equipment by TeleConneXions Ltd. Charges are levied following the delivery and installation of the equipment by TeleConneXions Ltd.
Contracts may in any case be cancelled on either side with 90 days notice in writing. TeleConneXions Ltd may sub-contract support at its own discretion.
Equipment which is not a schedule with TeleConneXions Ltd, but which falls within the scope of the service, may be accepted for repair, upgrade or move on a best efforts basis. Such requests will be handled at lower priority than work under contract. The charge will be deducted from the Service Block Agreement plus the cost of any materials.
In the case of time-and-materials service, TeleConneXions Ltd will accept subsequent liability only for those parts of the system which have been repaired or replaced.
Reporting faults, and requesting upgrades, moves and changes
Faults should be reported via the engineering report line 08700 11 66 27. If a fault is resolved or disappears before an engineer has made contact, the fault report should be cancelled via the engineering report line 08700 11 66 27.
Upgrades moves and changes should be requested via the engineering report line 08700 11 66 27, with full information being provided. Requests for upgrades which involve chargeable hardware or software must be made via sales enquiries on 08700 11 66 26
For hardware or software faults for equipment under the service contract, the TeleConneXions Ltd aim to achieve the following response targets:
|
|
From receipt of fault report to first contact |
From first contact to initial fix |
Full repair |
|
Fault affects more |
2 working hours |
4 working hours |
No deadline |
|
Equipment wholly unusable |
4 working hours |
8 working hours |
No deadline |
|
Equipment partly unusable |
8 working hours |
16 working hours |
No deadline |
A fault affecting more than one person may for example be a fault to shared printer. An initial fix may restore a piece of equipment to an adequate working state while falling short of a full repair. No deadline is given for full repair, as this may depend on external agencies.
The targets can be met only if engineers have adequate contact information, can gain access to the equipment, and if necessary have the user present.
Telephone support may be limited to a discretionary maximum of 15 minutes duration, after which it may be deemed an engineering visit necessary.
If you are interested in receiving a quote for a maintenance contract with TeleConneXions please e-mail sales@teleconnexions.co.uk or telephone 08700 116626.
If you have any queries please email enquiries@teleconnexions.co.uk
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