Contract Overview: 

• Initial systems health, security and backup checks – written report 
• An engineer will be onsite within 4 working hours.
• All labour and parts are included.
• If we are unable to repair the faulty unit a loan unit will be supplied whilst yours is returned to the workshop for repair.
• Telephone and Remote support (Monday to Friday 9:00am – 5:30pm)
• Telephone Support for weekend cover (Sat 9:00am – 5:30pm & Sun 10:00am – 4:00pm) with chargeable call outs.
• Software Help:  If you are experiencing problems with software we would ask you contact your software supplier first.  If you cannot solve the problem we may provide onsite help if required, however you will still need to have software support as we may need to contact them.
• Virus and Spyware are not covered under the contract.  Help and advice on protection and removal is available, however if you required a call out it would be chargeable.

• Bi-annual site visits for systems maintenance and auditing.
• Server and workstation configuration changes.
• Major software updates provided they are fully licenced and approved upgrades (normally performed with health checks).
• Annual backup and restore testing and diagnostics.
  

Server Software Support and Management Service:
Server Software Support Service contract. This will provide cover to resolve server software issues during the year and provide server management such as user setup.

Flexibility:
We are flexible towards our contracts, therefore if you would like a service which you cannot see here please do not hesitate to contact us to discuss contact changes.

What is NOT covered:

• Initial repairs – if the intial health check cannot be completed due to non-boot up or fatal errors.
• Plugs, wiring, cables, batteries, discs, cartridges, tapes, bulbs, fuses, projector lamps and other consumables.
• Cosmetic or accidental damage, repair costs that have not been carried out or approved by ICS&M.
• Lost or stolen product.
• Damage or breakdown due to flood, fire or severe weather conditions.
• The cost of repairing or replacing a product due to neglect, abuse or misuse of the product.