Home Support Term & Conditions

  Business Support Terms & Conditions

  Home Support Maintenance Agreements Terms and Conditions

  1.0 This Agreement is for the provision of:

1. Technical solutions for client PC / Network stations experiencing software and IT related problems.
2. Support and guidance on other IT matters and networking issues.
3. Reporting of any unusual activities on Client machines such as hardware related problems and system     viruses with follow-on recommendations and solutions.
4. Monitoring of Client system operations to protect against data loss and minimise system downtime.
5. A single point of contact for impact assessment with minimum input.

2.0 Service we provide:

Under the contract, we will offer free advice and support through the following channels:

2.1 Telephony -Subject to the response times listed below we will either handle your call immediately or call you back at a mutually agreeable time to asses the problem(s) you are experiencing and provide a recommended course of action. The problem(s) may be rectified immediately or through further investigation. In the latter case we will contact you by phone or email to arrange further action. We may also use our remote software as detailed below to correct the issue.

2.2 Email -You can contact us by email at support@sortitquick.co.uk and we will respond back to you using this or another method. Email is the most effective way of making contact with us, as we are able to access this remotely and hold a detailed audit trail for future reference. You can send us emails 24/7 and although we may not be able to reply until the operating support hours, you may find this much easier for yourself as you can express in full any problems or enquiries you have along with any material you have collated at a time which suits you In return, it may assist us in solving your problem as quickly as possible.

2.3 Remote Support – Our remote software enables you to connect to one of our engineers online. During a remote access session, we are able to gain virtual access to your PC and attempt to rectify any problems there may be without a site visit. The facility includes a live text interface to enable us to communicate with you and request any user actions that may be required. This is not only a quick method of solving problems, but is also convenient for you as well as helping you learn to resolve similar problems yourself in the future.

You agree to allow access by Sort IT representatives to your PC using remote access. You are required to allow access as and when needed by us.

2.4 Onsite support – In some cases, a site visit are (within Sussex area only) will be required if we are unable to resolve the problem(s) using email, phone or remote channels. There may be a charge for this service if the problem is due to:

i) i) Hardware not covered under warranty from us.
ii) Fault caused by your internet service provider
iii) Fault caused by any other factor outside of our control

In this situation, we will apply a discount of 15% to our standard labour cost rates to carry out the repair.

This labour cost rates discount can also be enjoyed for any other services required during the course of the contract term including new installations etc...

This covers labour only; no discount will be applied for any hardware that may be required.

3.0 Minimum Hardware requirement:

In order to use Sort IT protection services, your computer system(s) must meet the following minimum requirements:

Windows 2000 Professional or Windows XP. (Limited support is available for Windows 98 users    but we cannot guarantee problem(s) resolution(s) due too inherent security and stability    vulnerabilities associated with this product)
400Mb free hard disk space
A CD ROM drive
An Internet Connection – (Limited support is available for customers who use a dial up   connection, but we recommend a broadband connection in all cases).

3.1 Supported Software Applications:

Operating systems: Windows 98 (limited support available), Windows XP, Windows 2000, Media Centre 2005
Office applications: Ms Word, Ms Excel, Ms PowerPoint, Ms Publisher
Antivirus: Norton Antivirus, AVG
Internet Browsers: Internet Explorer, Mozilla Firefox
Email applications: Microsoft Outlook, Microsoft Outlook Express, Hotmail, Yahoo
CD/DVD Copying / Backup: Nero Burning, NCD CD/DVD Creator, Deposit IT, Windows Backup
Media applications: Media Player, Realplayer, QuickTime, Winamp
Readers / Viewers: Adobe Acrobat, Paint, Microsoft Picture viewer
Firewall: Zone alarm, Windows firewall

3.2 Supported Hardware:
Printers: HP, Brother, Cannon, Epson, Lexmark. Laser, Inkjet and Network
Scanners: HP, Brother, Cannon, Epson
Network equipment: LAN Cards, Dlink, Belkin, Netgear, Buffalo, Dynamode, Hubs, Switches, Routers
Backup: External Hard drives, CD/DVD Writer, USB devices, Online backup
Monitors: All TFT and CRT screens
Internal equipment: All generic standard cards and components
Peripherals: All generic keyboards, mice, joysticks
Extras: Speakers, digital cameras, IP phones,

We may also be able to assist with other specific applications such as Sage and other be-spoke packages; also, other Hardware. However, due to their specific and complex nature we cannot guarantee any solution and may recommend you contact the product manufacturer direct.

3.3 Number of PC’s supported:

Sort IT UK LTD will support all PCs and other equipment as defined within the agreement. This can either be Desktop or Laptop PCs. If you change your PC’s during the contract term you need to inform us of the change so that we can transfer the agreement to cover your new machine(s). When this happens your existing machine(s) will no longer be covered unless you specifically request this. You can add further machines to your agreement at any time subject to an additional charge. Full details are available from us.

4.0 Support request procedure:

We would first advise you to check the help section within the application concerned (usually by pressing the F1 key) or seeing the FAQ section on our website.

Should you need to contact us, the preferred method of contact for logging a fault or seeking advice is by email at support@sortitquick.co.uk. This contact will be logged by our system and we will investigate and reply within the specified response times (see below under 5.0). You can also contact us by phone leaving a message if we are unable to answer your call immediately. All issues are tracked through our system and marked as ‘closed’ once resolved. If the issue is resolved we will let you know and the request will be marked as resolved on our system. It may be the case that we have to investigate a problem further due to the complex nature of software and depending on its urgency we will get back to you ASAP.

5.0 Service response times:

Many support issues can be handled quickly but you should allow the following response times following a reported incident:

5.1 Telephone Support:
We will endeavour to return and resolve telephone support/advice issue(s) either from a support call received, or an answer machine message left, within 4 hours of receiving a call during the operating hours given below (5.3). However, if initial diagnosis indicates the issue to be complex an additional 24 - 48 hours should be allowed to fully investigate and resolve the issue(s). This applies particularly in cases where the system issue does not prevent your PC from operating.

5.2 Email Support:
We will endeavour to return and resolve email support/advice issue(s) within 6 hours of receiving an email during the operating hours given below (5.3). However, if initial diagnosis indicates the issue to be complex an additional 24 - 48 hours should be allowed to fully investigate and resolve the issue(s). This applies particularly in cases where the system issue does not prevent your PC from operating.

5.3 Operating Hours:
Our operating hours are 09:30 – 18:30 Mon - Fri (Closed Public and Bank Holidays). It is possible to make specific appointments outside these hours but these must be prearranged. We may also contact you outside of these hours.

6.0 Your responsibilities:

Maintain up-to-date virus software at all times.
Ensure Microsoft Windows automatic updates are enabled.
Be available with the PC switched on and connected to the Internet when making a call to enable remote    access.
To provide the following information when logging a fault with us:

- Your name / company name.
- The age and make of your PC
- Details of the fault including frequency, triggers, first occurrence.
- Whether you have recently installed any new software or hardware.

7.0 Acceptable use policy

Subject to contract you are free to use the service as often as you wish. However, should we see that you are using the service beyond a reasonable level we shall advise you of this. If you continue to overuse the service then we may be forced to suspend or terminate your contract. Whether you receive a full or partial refund will be solely at Sort IT’s management’s discretion.

8.0 Further Agreeable Terms

Sort IT UK LTD is providing a support and advice contract. We can assist you on troubleshooting and provide general advice, but we cannot provide training on the use of specific applications e.g. ‘how to set up a mail merge’. The latter kind of work relates to software development and whilst we can assist in directing you to appropriate sources of help we are unable to offer such services within the contract

We are not liable for any failures in the supported applications and operating systems which cannot be resolved using the support service, or your failure to correctly follow our guidelines or our appointed IT subcontractor's advice and recommendations. We recommend that you regularly and frequently backup any stored data, as we cannot accept any liability for loss or corruption of your data. We will do our utmost to solve any issues you have but due to the complex nature of software we cannot guarantee to solve all software related problems you may have.

9.0 Pricing and Payment

Pricing of the Agreement is based upon the type of cover taken against the number of PC’s covered. The price is decided before the cover is taken out.

2 payment packages are available:

• Monthly payment, A set fee every month is due
• Annual payment, A one off up front fee is payable which lasts the duration of the agreement

No other costs are involved.

If you opt to pay annually you may be entitled to a discounted rate compared with the cost of an equivalent duration of cover paid under monthly terms.

Payment methods:

The following payment methods are available for both payment packages:

Credit card
BACS Bank Transfer
Cheque (Only available on annual payment)
Standing order (Only available on monthly option)

10.0 Minimum term and cancellation

Sort IT Support contracts operate on a minimum term of 12 months and are not transferable. Cancellation requests must be made in writing giving a minimum 30 days notice operative after the initial 12 month period.

In the event of earlier cancellation by yourself Sort IT UK LTD reserves the right to determine whether any refund is payable.

We reserve the right to amend or cancel the agreement at anytime; you will be informed of any changes made to the agreement. If the contract is cancelled by Sort IT UK LTD and you are not responsible, you will be entitled to a full or part refund calculated on a pro-rata basis.

BACK

Please contact us for more info on any of these solutions

  Business Support Maintenance Agreements Terms and Conditions

  1.0 This Agreement is for the provision of:

1. Technical solutions for client PC / Network stations experiencing software and IT related problems.
2. Support and guidance on other IT matters and networking issues.
3. Reporting of any unusual activities on Client machines such as hardware related problems and system     viruses with follow-on recommendations and solutions.
4. Monitoring of Client system operations to protect against data loss and minimise system downtime.
5. A single point of contact for impact assessment with minimum input.

2.0 Service we provide:

Under the contract, we will offer free advice and support through the following channels:

2.1 Telephony -Subject to the response times listed below we will either handle your call immediately or call you back at a mutually agreeable time to asses the problem(s) you are experiencing and provide a recommended course of action. The problem(s) may be rectified immediately or through further investigation. In the latter case we will contact you by phone or email to arrange further action. We may also use our remote software as detailed below to correct the issue.

2.2 Email -You can contact us by email at support@sortitquick.co.uk and we will respond back to you using this or another method. Email is the most effective way of making contact with us, as we are able to access this remotely and hold a detailed audit trail for future reference. You can send us emails 24/7 and although we may not be able to reply until the operating support hours, you may find this much easier for yourself as you can express in full any problems or enquiries you have along with any material you have collated at a time which suits you In return, it may assist us in solving your problem as quickly as possible.

2.3 Remote Support – Our remote software enables you to connect to one of our engineers online. During a remote access session, we are able to gain virtual access to your PC and attempt to rectify any problems there may be without a site visit. The facility includes a live text interface to enable us to communicate with you and request any user actions that may be required. This is not only a quick method of solving problems, but is also convenient for you as well as helping you learn to resolve similar problems yourself in the future.

You agree to allow access by Sort IT representatives to your PC using remote access. You are required to allow access as and when needed by us.

2.4 Onsite support – In some cases, a site visit are (within Sussex area only) will be required if we are unable to resolve the problem(s) using email, phone or remote channels. There may be a charge for this service if the problem is due to:

i) i) Hardware not covered under warranty from us.
ii) Fault caused by your internet service provider
iii) Fault caused by any other factor outside of our control

In this situation, we will apply a discount of 15% to our standard labour cost rates to carry out the repair.

This labour cost rates discount can also be enjoyed for any other services required during the course of the contract term including new installations etc...

This covers labour only; no discount will be applied for any hardware that may be required.

3.0 Minimum Hardware requirement:

In order to use Sort IT protection services, your computer system(s) must meet the following minimum requirements:

Windows 2000 Professional or Windows XP. (Limited support is available for Windows 98 users    but we cannot guarantee problem(s) resolution(s) due too inherent security and stability    vulnerabilities associated with this product)
400Mb free hard disk space
A CD ROM drive
An Internet Connection – (Limited support is available for customers who use a dial up   connection, but we recommend a broadband connection in all cases).

3.1 Supported Software Applications:

Operating systems: Windows 98 (limited support available), Windows XP, Windows 2000, Media Centre 2005
Office applications: Ms Word, Ms Excel, Ms PowerPoint, Ms Publisher
Antivirus: Norton Antivirus, AVG
Internet Browsers: Internet Explorer, Mozilla Firefox
Email applications: Microsoft Outlook, Microsoft Outlook Express, Hotmail, Yahoo
CD/DVD Copying / Backup: Nero Burning, NCD CD/DVD Creator, Deposit IT, Windows Backup
Media applications: Media Player, Realplayer, QuickTime, Winamp
Readers / Viewers: Adobe Acrobat, Paint, Microsoft Picture viewer
Firewall: Zone alarm, Windows firewall

3.2 Supported Hardware:
Printers: HP, Brother, Cannon, Epson, Lexmark. Laser, Inkjet and Network
Scanners: HP, Brother, Cannon, Epson
Network equipment: LAN Cards, Dlink, Belkin, Netgear, Buffalo, Dynamode, Hubs, Switches, Routers
Backup: External Hard drives, CD/DVD Writer, USB devices, Online backup
Monitors: All TFT and CRT screens
Internal equipment: All generic standard cards and components
Peripherals: All generic keyboards, mice, joysticks
Extras: Speakers, digital cameras, IP phones,

We may also be able to assist with other specific applications such as Sage and other be-spoke packages; also, other Hardware. However, due to their specific and complex nature we cannot guarantee any solution and may recommend you contact the product manufacturer direct.

3.3 Number of PC’s supported:

Sort IT UK LTD will support all PCs and other equipment as defined within the agreement. This can either be Desktop or Laptop PCs. If you change your PC’s during the contract term you need to inform us of the change so that we can transfer the agreement to cover your new machine(s). When this happens your existing machine(s) will no longer be covered unless you specifically request this. You can add further machines to your agreement at any time subject to an additional charge. Full details are available from us.

4.0 Support request procedure:

We would first advise you to check the help section within the application concerned (usually by pressing the F1 key) or seeing the FAQ section on our website.

Should you need to contact us, the preferred method of contact for logging a fault or seeking advice is by email at support@sortitquick.co.uk. This contact will be logged by our system and we will investigate and reply within the specified response times (see below under 5.0). You can also contact us by phone leaving a message if we are unable to answer your call immediately. All issues are tracked through our system and marked as ‘closed’ once resolved. If the issue is resolved we will let you know and the request will be marked as resolved on our system. It may be the case that we have to investigate a problem further due to the complex nature of software and depending on its urgency we will get back to you ASAP.

5.0 Service response times:

Many support issues can be handled quickly but you should allow the following response times following a reported incident:

5.1 Telephone Support:
We will endeavour to return and resolve telephone support/advice issue(s) either from a support call received, or an answer machine message left, within 4 hours of receiving a call during the operating hours given below (5.3). However, if initial diagnosis indicates the issue to be complex an additional 24 - 48 hours should be allowed to fully investigate and resolve the issue(s). This applies particularly in cases where the system issue does not prevent your PC from operating.

5.2 Email Support:
We will endeavour to return and resolve email support/advice issue(s) within 6 hours of receiving an email during the operating hours given below (5.3). However, if initial diagnosis indicates the issue to be complex an additional 24 - 48 hours should be allowed to fully investigate and resolve the issue(s). This applies particularly in cases where the system issue does not prevent your PC from operating.

5.3 Operating Hours:
Our operating hours are 09:30 – 18:30 Mon - Fri (Closed Public and Bank Holidays). It is possible to make specific appointments outside these hours but these must be prearranged. We may also contact you outside of these hours.

6.0 Your responsibilities:

Maintain up-to-date virus software at all times.
Ensure Microsoft Windows automatic updates are enabled.
Be available with the PC switched on and connected to the Internet when making a call to enable remote    access.
To provide the following information when logging a fault with us:

- Your name / company name.
- The age and make of your PC
- Details of the fault including frequency, triggers, first occurrence.
- Whether you have recently installed any new software or hardware.

7.0 Acceptable use policy

Subject to contract you are free to use the service as often as you wish. However, should we see that you are using the service beyond a reasonable level we shall advise you of this. If you continue to overuse the service then we may be forced to suspend or terminate your contract. Whether you receive a full or partial refund will be solely at Sort IT’s management’s discretion.

8.0 Further Agreeable Terms

Sort IT UK LTD is providing a support and advice contract. We can assist you on troubleshooting and provide general advice, but we cannot provide training on the use of specific applications e.g. ‘how to set up a mail merge’. The latter kind of work relates to software development and whilst we can assist in directing you to appropriate sources of help we are unable to offer such services within the contract

We are not liable for any failures in the supported applications and operating systems which cannot be resolved using the support service, or your failure to correctly follow our guidelines or our appointed IT subcontractor's advice and recommendations. We recommend that you regularly and frequently backup any stored data, as we cannot accept any liability for loss or corruption of your data. We will do our utmost to solve any issues you have but due to the complex nature of software we cannot guarantee to solve all software related problems you may have.

9.0 Pricing and Payment

Pricing of the Agreement is based upon the type of cover taken against the number of PC’s covered. The price is decided before the cover is taken out.

2 payment packages are available:

• Monthly payment, A set fee every month is due
• Annual payment, A one off up front fee is payable which lasts the duration of the agreement

No other costs are involved.

If you opt to pay annually you may be entitled to a discounted rate compared with the cost of an equivalent duration of cover paid under monthly terms.

Payment methods:

The following payment methods are available for both payment packages:

Credit card
BACS Bank Transfer
Cheque (Only available on annual payment)
Standing order (Only available on monthly option)

10.0 Minimum term and cancellation

Sort IT Support contracts operate on a minimum term of 12 months and are not transferable. Cancellation requests must be made in writing giving a minimum 30 days notice operative after the initial 12 month period.

In the event of earlier cancellation by yourself Sort IT UK LTD reserves the right to determine whether any refund is payable.

We reserve the right to amend or cancel the agreement at anytime; you will be informed of any changes made to the agreement. If the contract is cancelled by Sort IT UK LTD and you are not responsible, you will be entitled to a full or part refund calculated on a pro-rata basis.

BACK

Please contact us for more info on any of these solutions