Introduction:

Full payment for Blocks is required upfront prior to any support work being carried out.

All blocks are valid for one year from date of purchase.

All time spent working on support requests will be broken into 15-minute increments and deducted from your total hours purchased.

Any Work carried out outside of these hours falls into our “out-of-hours” category and therefore counted as double time.

The price for this service does not include any parts required.

For any Onsite requests, we will charge mileage at £0.45/ Mile and travel expenses. Charges are payable on receipt of invoice.

Edge IT’s Obligations

We will use reasonable care and skill to provide the requested services: This may include but is not restricted too;

• Fault diagnosis
• Repair
• Configuration and installation of hardware/ software

We will only provide support for our 1st and 2nd Line Engineers. For 3rd Line Engineers and specialists, additional rates will apply. If the work is deemed to be Project work, project rates may apply. This will be discussed prior to work commencing.

We shall only respond and be obligated to respond to a fault if it is notified via email to [email protected] or via telephone, speaking to our Service Desk.

Our engineer(s) will use reasonable endeavours to maintain the functionality of any Software which may be installed or otherwise operative on the Client’s Equipment and undertakes to re-install any Software which may have been corrupted or otherwise made unavailable due to hardware failure and to render such technical assistance as may be necessary to secure the satisfactory operation of the Equipment and Software.

If we replace your main hard drive we will install the original operating system and software onto your machine provided that you have the relevant licence key(s) and Media.

If your hardware is found to be faulty and under warranty, we will endeavour to liaise with the equipment manufacturer on your behalf.

We will use all reasonable endeavours to ensure we respond to all tickets and issues raised within our SLA. The standard SLA for Blocks is 8 hours.

We give no guarantee as to the time any given issue may take to resolve however we will use all reasonable endeavours to resolve issues as quickly as possible.

We do not guarantee that we will be able to fix all faults reported to us, or that we will be able to advise you on all issues raised.

We are not liable for failures in any hardware or software. We recommend that you perform regular backups as we cannot accept any liability for loss or corruption of your data.

Your Obligations

You agree to:

allow Edge IT access to the Equipment and all relevant Software for investigation purposes;

provide adequate working space and facilities for Edge IT’s staff; and

co-operate with them in the diagnosis of any defect or malfunction in the Equipment or Software.

You agree to allow our engineer(s) the use of any Equipment, computer systems, peripherals or other hardware necessary to enable it to provide the Services and shall be responsible for procuring, installing and maintaining all communications media not supplied by Edge IT.

It shall be your responsibility to maintain a log of all credentials, license keys and other important information that may or may not be provided to you by Edge IT.

You agree to take all reasonable precautions to ensure the safety and health of the Edge It’s personnel while such personnel are on your premises.

Procurement & Express Procurement

We will procure new Hardware and Software, in-line with your agreed specifications from our suppliers. All Hardware & Software is subject to Payment in Advance. Orders will be placed with our Suppliers following receipt of payment.

All procurement is subject to a minimum of 3 working days turnaround time. If you require a faster turnaround, we can offer a 24 hour turnaround with our Express Procurement service, subject to payment being received.

Express Procurement is subject to a supplementary fee of £35.00 plus VAT. The Express Procurement Service is to ensure Orders are placed with suppliers quickly, Delivery and Fulfilment is typically 2 working days, unless otherwise stated, this does not include Setup & Installation.

Specialist Rates

Day rates are available for Specialist Skillsets such as Cisco certified CCNA/ CCNA/CCIE and Microsoft MCSE Consultants upon request.

Confidentiality

All information within this document is given in the strictest confidence and is considered as Confidential Information and genuine commercially sensitive information.  With regards to this all parties shall treat information detailed in the strictest confidence and shall not, without the prior consent of the other party, disclose any information with regards to this proposal to any other organisations, whosoever they may be.

In the event the customer is compelled by law or by any applicable regulatory agency (including a request to disclose information in accordance with the Freedom of Information Act 2000) to disclose any Confidential Information the customer shall immediately consult with Edge IT Consulting Limited prior to any such pending disclosure so that the parties may discuss whether the Confidential Information is exempt from disclosure or so that a protective order or other appropriate remedy may be obtained.

In the event that such an order or other remedy is not available, the customer shall disclose only that minimum portion of Confidential Information that it is legally compelled to disclose, consistent with the advice of its counsel.

Disclaimer

Edge IT Limited makes no representations or warranties with respect to the contents or use of this document, and specifically disclaims any express or implied warranties of merchantability or fitness for any particular purpose.

Intellectual Property

Nothing in this document is intended to grant any rights under any patent, copyright or other intellectual property right of Edge IT Consulting Limited.

VAT

All amounts outlined are subject to V.A.T. at the prevailing rate.