Business Pay Monthly  Packages Explained  
     
     
General Conditions
  We will take all due care with your data and equipment.

To be added to a support plan equipment MUST be in a serviceable state. If not, additional fees may be payable to bring equipment to a serviceable condition before it is considered covered by any agreement.

We will cover routers, networking components & interconnects. 

All hardware and software issues are covered with the excption of those arrising from the use of unlicenced or illegally down loaded software.  Bitorrent software is regarded as a security risk and MUST NOT be used on machines covered under this agreement.

You must have a fixed broadband service of atleast 1MBPS to use this service. We cannot offer support via 3G data cards or similar.

Adequate virus protection consisting of a recognised AV product  MUST be installed on your pc, laptop or Mac.

You must be based within 20 miles of Tunbridge Wells, Kent to be eligible for a contract which includes onsite support - unless we explicitly agree otherwise.

We will use all best endeavors to assist you as rapidly and effectively as possible, a callback within 2 hours and a fix within 1 working day. No responsibility is accepted for losses resulting from a failure to meet this target.

Specialist services  not covered under this agreement:
- Professional data recovery
- Component level mainboard repair
- Support for Sage, Quikbooks or other accounts package.
- Support for Specialist bespoke software

You may only use onsite time, remote or telephone support for pcs and other equipment to which you initially apply it. We will ask you to specify which machines you want to cover at the time of purchase. Repairs to, or assistance with other equipment will be charged at standard rates.
     
     
Telephone Support
 
All packages include telephone and email support, You will be given an exclusive telephone number and email address to contact with queries. We can also help you eith 'How do I do this?'' type queries - all as part of the service. Lines are open Monday - Friday 8:00 - 6:00.
 
 
 
     
 
Remote Support
 
All packages include remote support. Once the initial assessment has been carried out via the telephone, if necessary we will request your permission to connect to and control your pc or laptop. Over 90% of queries should be resolved using this method. This service is available Monday - Friday 8:00 - 6:00
 
 
 
 
 
 
 
 
Onsite Support
 
Gold packages include onsite support  in the contract price.  The service is available Monday to Friday 8:00am to 6:00pm.It is  is entirely at our discretion as to whether an issue requires a visit to site or can be resolved via another method. 
 
 
 
 
Onsite Response Time
 
if necessary we aim to have an engineer with you by the next working day at the latest.
 
 
       
AVG Internet Security Silver and Gold packages include AVG internet security. We will provide you with a download link and licence number once you have signed up.
       
 Online Backup Silver & Gold packages come with unlimited online backup. You will be provied with a username, url and login to use in order to access the service once you have signed up.
     
  Payment   Payment must be made via a recurring monthly  basis on your credit or debit card on the 1st of the month.

You may also opt to pay annually for a 5% discount.

Payment MUST be up to date for you to qualify for assistance. Any additional fees will be due on issue of invoice.
       

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