Hardware Support Contracts
A hardware maintenance contract is highly recommended and has been proved to be an extremely effective method of providing our business partner, the customer, with a means of ensuring efficient operation of their business without the worry of computer downtime. The service contract is based around a number of service criteria which are outlined below.
Service Criteria
- All fault calls are logged onto our systems and faxed confirmation of a fault sent directly to the customer.
- An experienced engineer equipped with a wide range of spare parts will be on site within the contractual time of a fault call.
- In the unlikely event that the engineer cannot repair an item on-site, loan equipment is supplied. All parts and unlimited number of repair visits are included during the life of your contract.
- Generally our contract terms are based on an 8 hour response time from placing your call with us. This means that we will have an engineer with you in 8 working hours of your call.
- Once the hardware is repaired or replaced, our engineer will re-build your system. You are required to provide us with the necessary software and backups to enable the engineer to do this. Should they not be available and a further site visit required then this would normally be subject to a charge.
