Terms & conditions

Ad-Hoc IT Support Terms and Conditions

Agreement

Pink Connect IT Support’s function is to maintain your company’s IT network and computer systems in full working order from the day the support contract is signed.

1.What is covered and what is chargeable?

1.1 One to one telephone support for the day to day issues encountered in running an IT infrastructure, the smooth running of desk top PCs, laptops, routers, switches, printers and servers. You will have to contact 0845 450 9393 in order to arrange that.

1.2 Where individual existing contracts are in place for the support and maintenance of complex pieces of equipment (for example large printer/copiers), this equipment will not be covered by the Pink Connect IT support contract. There may, in the case of leased equipment, be specific exclusions within contracts/guarantees, that if the equipment is serviced/maintained by third party engineer, other than authorised representatives of the supplier, the guarantee will be void.

1.3 We support most Microsoft Office Software applications and Microsoft Operating Systems. We do not support Mac or Linux

1.4 We supply and recommend Kaspersky Anti Virus and Internet Security Software. Work completed in resolving problems encountered with other Anti Virus/Security solutions will be chargeable at £50 per hour. Misuse of our supplied software or failure to action alerted threats that cause software/hardware issues are classed as chargeable.

1.5 Our IT experts are always available for free advice on problem solving and for advice on hardware and software, security and system expansion.

1.6 Where we have set up scheduled system or server back-up, we will monitor correct functioning on a regular basis.

1.7 Where needed, we will log onto the clients network or individual computer or server remotely and carry out maintenance or system checks to your systems.

1.8 We will raise charges for installing/upgrading hardware/software of £50.00 per hour. For our monthly IT support customers we make no extra charge for callout for up to 3 hours per month.

1.9 We can supply almost all market hardware and software at competitive prices. The cost of any items purchased will be added to your monthly invoice.

1.10 Broadband service provided by third parties is not covered or maintained by this agreement. If issues arise from third party ADSL problems we are happy to assist but this time is chargeable and does not fall within the support agreement.

2. Call outs Terms & Conditions

2.1 In these Terms, “normal office hours” means the hours from 9:00am to 5:00pm, Monday to Friday except public and bank holidays. Pink Connect will respond to problems as per Service Levels outlined.

2.2 Pink Connect Ltd cannot guarantee a completion time for the work on your equipment, any time frame suggested is an estimate and may be subject to change. Most work is carried out onsite although where the issue is complicated and/or unfixable onsite a pick up and return workshop service is available at the standard service rate.

2.3 Pink Connect Ltd does not charge a call out fee although a minimum 1 hour charge applies to all onsite calls.

2.4 Pink Connect Ltd operates on an hourly fee basis. This charge is £50 per hour (exclusive of VAT)

2.5 Any figure stated by Pink Connect Ltd (or its staff) regarding work to be done on your equipment is an estimate and may be subject to change. Pink Connect Ltd will advise you before hand of any major problems with your equipment that may lead to higher/uneconomical repair charges.

2.6 Pink Connect Ltd cannot under ANY circumstances accept liability for loss of data from your equipment. Whilst every effort is made to avoid data loss, it is the client’s responsibility to ensure that adequate data backup has been made before submitting the equipment to us.

2.7 This contract does not cover maintenance made necessary by equipment failure due to unfavourable conditions, misuse, surges, lighting, fire, flood, theft, rodents and other pests, vandalism, acts of God, infection by virus, or the unauthorised repair or alteration of the equipment by anyone other than a Pink Connect representative.

2.8 The network cabling infrastructure, parts obtained from third party companies and consumable items such as printer toner cartridge, UPS batteries, fusing units and DAT/TAPE media are not covered under this agreement.

2.9 Pink Connect shall not be liable for any damages in connection with or as a consequence of the repair or servicing of any equipment, including but not limited to: loss of profits or revenue, data loss, or loss of use of equipment or other down-time costs. Without limiting the generality of the foregoing, because the equipment requires set-up or servicing from Pink Connect, and there is risk of data loss, the Customer is fully responsible for the creation and storage of all backup data.

2.10 The Customer will appoint a person to act as its representatives for the purposes of the contract whose responsibility will include authorisation of work on Customer's premises.

2.11 In the eventuality that a piece of software or hardware maintained becomes worn beyond repair or the manufacturer is unable to supply parts or technical information or fixes, then Pink Connect reserves the right to withdraw the services on the piece of software or hardware affected unless the Customer initiates replacement, refurbishment or upgrade as per Pink Connect recommendations.

2.12 Pink Connect will enforce and maintain customer confidentiality at all times and will not disclose any non public information about the customer to any 3rd parties. Pink Connect acknowledges that all information, files, knowledge or any other data in respect of the customers IT infrastructure or business whilst engaged under the terms of this agreement will be treated at all times as strictly confidential.

2.13 Where network communications permit, the Customer will be responsible for providing hardware and software for remote access to enable remedial work without the need of a visit.

2.14 The Customer will take all reasonable precautions to ensure the health and safety of the Service Provider's employees whilst on Customer Premises

The Terms and Conditions above are designed to set out in broad terms the service Pink Connect will and will not provide for IT Support Customers. It is understood by both Pink Connect Ltd and its IT Support clients that due to the complex nature and the design of Software that advertised specific functions of some software may or may not work as designed on all computers. We will at all times make every effort to ensure such applications work, however we do not guarantee this.

If you have specific questions on any aspect of IT Support that you feel is or may become relevant please do not hesitate to contact us prior to signing an IT Support Contract with us.

Agent IT Support Terms and Conditions

Main Terms

1. If there is no server in the network, one computer must be designated the ‘One Point’ and for the purpose of support will be considered as a ‘Server’ and referred to as such within these terms and conditions

1.1 All computers on the network need to backup files to their Server, as the remote backup will be done via the server. To make sure this is done, we can either install the agent on each computer (which costs the standard computer licence fee per machine). This schedules files to backup to the server internally for remote backup to be then run from the server. It is the end users responsibility to leave the equipment on.

1.2 Alternatively the end user can manually make sure they store the files on the “server” and we will remotely back up the server as scheduled, in this case it is the end users responsibility to have the files on the “One Point” for backing up. We can do this at extra cost.

2. The Server must be kept online; Pink Connect is not liable for any data loss due to the server being offline as this is out of our control.

Anti-Virus

3. Any computers or servers with the agent on need to be kept online at times previously arranged with Pink Connect for virus scanning, if this has not been done and subsequently we are unable to run the scan, the end user assumes responsibility for and is liable for any malicious software found on the computer and of any subsequent data loss. Once all the actions we need to perform are completed, we will shut down the computers and ensure they are automatically restarted for when the office opens the next working day.

4. We require the end user to scan any hardware they plug in via external pc ports to ensure they aren’t bringing malicious software onto their computers, this can be done by right clicking the icon in ‘my computer’ and selecting scan from the menu, Pink Connect assumes no responsibility for 3rd party hardware introduced as we have no control over it and cannot be held liable for any data loss resulting in the hardware spreading malicious software onto the system.

5. If scheduled automatic virus scans were not able to run due to the end user not having the equipment online or the end user cancels the scan, we will contact the end user to attempt a manually started scan, if we contact the end user but are not able to run the scan for whatever reason an advisory email will be sent warning that it needs to be done and that we have already contacted them to attempt a manual scan and additionally all backups from their network will cease immediately until a scan has been done to remove the risk of potential malicious software infecting our systems.

5.1 There may be charges incurred for the extra time invested to get those scans complete.

5.2 In the event the machine(s) are infected; further costs may be incurred for removing the malicious software and fixing the machine(s) in question.

5.3 Pink Connect assumes no liability for data loss due to the negligence of the end user.

Remote Access

6. For remote control to user machines the default setting used will always ask permission before a Technician takes control of the machine, if there is no user currently logged in it will allow us entry, it is understood this is vital for out of hours maintenance.

7. For remote control of the server the default setting is for a silent connection, allowing access straight away so that the Technician has access whenever required.

7.1 If the client setup involves a ‘one point server’, during your office hours, permission will always be asked as users may be on that machine. Out of hours there will be a silent connection.

External Hard Drives

8. A 500GB external hard drive is always required for the onsite back up option, ensuring a local backup of files. This allows fast restoration in the event of PC failure. This is supplied by Pink Connect at a charge of £75.00 + VAT.

9. Pink Connect initially supply an external hard drive which is their property, this is to take the first full system backup as the data size is too large to do over the internet. This drive must be sent back to Pink Connect once requested as soon as possible

9.1 Once we have received our hard drive back we will dispatch the hard drive purchased by yourselves to be the permanent onsite back-up drive

10. The external hard drive must be kept plugged in at all times.