Standard Terms and Conditions

These are the terms and conditions which apply to you ('the Client') and Isis IT Services Ltd ('the Company').
The client must provide Isis IT Services Ltd  with all reasonable courtesy, information, cooperation, facilities and access to enable Isis IT Services LTD to perform duties, failing to do so Isis shall not be obliged to perform any service or assistance.
Support definitions;
1st Line support includes call logging initial incidents, along with technical support, advice or instruction given by Isis staff upon initial communication regarding an issue instigated by the client. 1st Line support is always provided remotely and can last for up to 30 minutes.
2nd Line support includes more specialised technical assistance, usually only available by appointment. 2nd Line support may be remote or on-site.
3rd Line support includes highly technical or specialised support to resolve issues referred by 1st or 2nd Line support staff. 3rd Line support may be remote or on-site.
1. Fees:
Hourly charges are reviewed by the company in January and July.
The current charge rates are:
A: On-Site support and 2nd / 3rd Line Remote Support charged at £80 per hour between 9am to 6 pm Monday to Friday (excluding public and bank holidays). Minimum call out charge £80 (applies to On-Site work only).
B: On-Site support and 2nd / 3rd Line Remote Support charged at £160 per hour when an appointment requested by the client commences outside times outlined in paragraph A. Minimum call out charge £160 (applies to On-Site work only)..
C: 1st Line Telephone and remote technical support lasting up to 30 minutes is charged at £10.00 per issue. Service available between 9am to 5.30 pm Monday to Friday.
D: For clients who live outside the M25 and/or are not easily reachable via public transport travel expenses will be charged. Travel time over an hour will be charged at £25.00.
All rates are exclusive of VAT.
2. Quote work:
A: Site surveys are free of charge within the M25 as long as the work quoted is carried out otherwise a fee of £80 per hour will be charged. Client is responsible for expenses occurred outside the M25.
B: Special consultation fees applicable for unusual circumstances.
C: Once a site survey has been completed a quote will be issued.
D: 50% of our service fee is required in advance and the final 50% upon work completion. 
E: Cost of the goods must be paid for in full in advance.
F: We accept payments by all major credit/debit cards and cheques, payable to Isis IT Services Ltd.
Surcharges may apply when paying by Credit/Debit card.
Where there is sufficient evidence to suggest that fraud is being perpetrated, (such as the stated name and address being different to that of the credit/debit card owner), Isis IT Services Ltd reserve the right to pass identification (such as name, address, email and ISP details) to other businesses, fraud data bases and relevant authorities.
3: Invoices:
A: Invoices must be paid within 14 days of being rendered.
B: If payments are not made, Isis IT Services Ltd reserves the right to charge a late payment fee and / or take legal action.
C: If the client is not satisfied with the amount charged for work done we will recalculate the invoice.
D: If the client is still not satisfied with the recalculation the client has the right to have the invoice assessed by an independent solicitor. The client will be liable for the cost incurred in the assessment. Application of the assessment should be made one month of the invoice recalculation date. 
4. Product Warranty:
A: All products come with a 12-month manufacturer's warranty. This warranty does not affect your statutory rights which cannot be excluded or restricted by law.
B: Additional insurance and extended warranty periods may be requested direct with the manufactures and /or with our suppliers.
5. Deliveries:
A: Delivery charge is included in quote work only. For hourly rate work, delivery will be charged according to the courier’s rate.
B: Products may be delivered direct by the manufactures via various established couriers companies. The service type used will depend upon the value and size of the product/s purchased. Most delivery services will require a signature upon delivery.
C: Isis IT Services LTD cannot be held responsible for any delays caused by Acts of God, industrial action, vehicle breakdown, supplier delays, service providers, stock availability and delivery companies. These events are outside of our control and we cannot accept any liability.
6. Data Protection:
A: Any information collected by Isis IT Services Ltd, including that gathered at the time of ordering and/or domain registration, is collected lawfully and in accordance with the Data Protection Act 1998.
Isis IT Services Ltd data protection registration number is PZ868072X.
B: Isis IT Services LTD do not sell or transmit any customers personal information, including email addresses to any organisation for any purpose other than for processing orders placed with us (if necessary). We may share data with other organisations only with the express consent of the client.
7. Complaints:
A: If you have cause for complaint regarding any service or product provided by Isis IT Services Ltd please email full details to email@isissolutions.com. Your complaint will be dealt with the minimum time delay.
8. Consumer Rights:
A: Clients may cancel once the quote work has been approved but no monies paid will be refunded once ordering has occurred as most goods are made to order and are therefore un-returnable. Statutory Consumer rights are unaffected by this Agreement.
9. Credit checks:
A: At the company’s own discretion it may carry out credit checks were necessary, payable by the client.
10. Liability.
A: The Company shall not be liable under any circumstances for any data loss as, consequential or economic loss or damage or any loss of profit, revenue or goodwill incurred or suffered by the Client.
B: Isis IT Services Ltd does not accept liability for viruses, or other malicious use of technology to attack, disrupt or inconvenience, whether deliberately or otherwise, the client. The company cannot guarantee that the goods and services supplied will operate error-free or that they will remain free of computer viruses or other harmful mechanisms. If your use of the goods or services results in the need for servicing or replacing equipment or data, the company is not responsible for those costs incurred.
11. Contracts and Subscriptions.
A: All subscription plans are subject to minimum 12 month contract unless stated otherwise. 31 days written notice is required to terminate the contract after 12 months.
B: Core package subscription is mandatory for purchase of addins or to receive discounts.
C: Support for peripherals connected to covered computers is included provided the attached items are normally used with that computer and do not require specialised support. New peripheral installation is included if peripheral is connected to already covered computer.
D: Hardware, Software & Third party services costs are not included unless otherwise stated.
E: New computer and/or network equipment installation is not included. These costs will be invoiced separately.
F: Any discount will automatically be removed from any invoices that need to be re-issued due to late payment.
G: We cannot make any guarantees for service uptime or response times.
H: For clients outside the M25 and/or not within easy reach via London public transport a transportation charge may apply to cover expenses. Travel time involved (applies to inbound and outbound journeys) above an hour will be billed at the rate of £25.00 Ex Vat per hour.
I: Unlimited support plans do not cover non-critical and/or non-technical tasks (e.g. data entry or multimedia file management).
These terms and conditions constitute the entire agreement between the Parties and no additions or modifications to these terms and conditions shall be binding upon the Company.
If any part of our terms and conditions is determined by a UK court to be invalid, illegal, void or otherwise unenforceable under any current or future law, the remainder of our terms and conditions shall not be affected thereby.
These Terms and Conditions do not affect any of your statutory rights.