Service and Maintenance
1) The contract will cover the regular
operation of the computer systems – workstations
and laptop - operating systems, application
software (Microsoft Office, Norton Anti-Virus),
networking and internet connectivity, shared
printing, and hardware (see item 3).
2) Workstations: these will be inspected
on a monthly basis. A weekly schedule will
be arranged for basic maintenance (security
and virus updates) to be carried out by
the operator. In the event of hardware
failure the response time will be within
one working day and the system returned
to full working condition including any
software installation/ re-configuration
required and restoration of backups.
3) Hardware: any spare parts required
will be charged for but there will be no
additional charge for installation or configuration.
4) Backups: it is the responsibility of
the operator to maintain a regular backup
schedule for data. It is not a requirement
to backup operating systems or application
software (Microsoft Office, Norton Anti-Virus).
The contract does not cover restoration
of additional or proprietary software installed.
In the unlikely event of data loss occurring
in the course of maintenance ABX2 will
restore data from backups but is not liable
for any data loss for files that have not
been backed up.
5) Terms: a reported fault will initially
be diagnosed by email or telephone to eliminate
simple problems - if the fault is unresolved
an engineer will examine the equipment
within one working days or at an agreed
date. If the engineer cannot resolve the
fault on site the equipment will require
workshop attention and will be returned
within a reasonable time subject to spares
6) Exclusions: the contract does not cover
additional equipment added to the system
or peripheral equipment – printers,
scanners, cameras, etc. The contract does
not cover damage (physical or electrical
e.g. impact damage, power surges on mains
supply, lightning strikes, etc), theft
of all or part of equipment, software malfunction,
virus damage, user or hacker induced faults
(unintentional or malicious e.g. file deletion).
7) Liability: ABX2 undertakes to work
within the spirit of the contract and offer
a timely and reliable service. It is a
condition of the contract, however, that
ABX2 will not be held responsible for any
loss – direct or indirect – resulting
from loss of operation or mal-operation
of equipment or data loss or corruption
of data for whatever reason.
8) Termination of Contract: one month’s
notice is required. The contract shall
run until the end of the month following
the date of notification.
9) Contract: the cost quoted will be maintained
for a period of twenty four months and
the contract will run on a rolling basis.
Payment will be monthly in advance and
can be made by cheque or standing order.