The important clauses
1. What is not covered in your unlimited support.
a. Hardware and Software. The price of new or replacement Hardware or Software including parts or add-ons are not included unless specifically listed.
b. Project Work. Major pre-planned work such as an office move or the acquisition and/or installation of new or replacement systems is subject to a separate quotation for which costs will be presented to you in advance of any work commencing or goods being ordered.
c. Manual Data input and/or management. The service agreement does not cover the manual input or management of your data; such as media, playlists, Outlook contact data, databases etc.
d. Training. Although we will always guide you through the use of your technology and assist when you need help; in depth or on-going training is not included in the agreement.
e. Third Party costs. In the event that a third party company is required to provide services not included in your contract, Isis will not be liable for the costs. These can include, but are not limited to; data recovery, delivery or courier costs and specialist software/hardware support.
2. Payment terms.
You will be invoiced monthly for your service agreement. Payment must be received by Isis a maximum of 30 days from the invoice date and your account must be up to date prior to the commencement of the Service agreement. Isis reserve the right to charge our full standard hourly rate for any and all work carried out under the service agreement which is not settled within 30 days. We accept payment by cheque, credit / debit card and BACS, but would prefer your payment to be made by standing order where possible.
3. The minimum term of contract is 12 months.
As we have to purchase services and software for a year in advance we require you to commit to a 12 month contract. Your notice period after this is one calendar month.
4. Fair usage.
a. Hardware / Software. We reserve the right to withdraw support for obsolete and/or irreparable hardware or software. Our engineers will monitor your IT hardware and software and will recommend upgrading or replacing it where necessary, where a problem is severe we may withdraw support until the item is made fit for purpose. We will only ever do this prior to a failure.
b. Misuse or abuse. We will withdraw support were we encounter abusive behaviour towards any member of Isis staff. We also reserve the right to limit or terminate support where demand is significantly or consistently above predicted and / or average for the cover.
c. Support is offered as part of the Service agreement between the hours of 9.00am and 5.30pm Monday to Friday (excluding public holidays). Where an appointment commences outside of these times at the request of the client, our service fee will be billed at double the standard hourly rate. We will always notify you in advance if any additional charges are to be levied.
The full 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. Payment terms:
You will be invoiced monthly for your service agreement, payment must be received by Isis a maximum of 30 days from the invoice date and your account must be up to date prior to the commencement of the Service agreement. We accept payment by cheque, credit / debit card and BACS, but would prefer your payment to be made by standing order where possible.
If payments are not made, Isis IT Services Ltd reserve the right to charge our full standard hourly rate for any and all work carried out under the service agreement that is not settled within 30 daysand / or take legal action.
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.
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 incurred 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.
4. Product Warranty:
A: All products come with a minimum 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: 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 directly by the manufactures via various established courier 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 customer’s 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: Complaints regarding any service or product provided by Isis IT Services Ltd should be emailed with full details to email@isissolutions.com. Complaints will be dealt with the minimum of delay.
8. Consumer Rights:
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 nonreturnable. 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 a minimum 12 month terms unless stated otherwise. 31 days written notice is required to terminate the contract after 12 months.
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 the peripheral term is connected to an 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: Isis IT Services 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).
J: Fair usage:
1. Hardware / Software. We reserve the right to withdraw support for obsolete and/or irreparable hardware or software. Our engineers will monitor your IT hardware and software and will recommend upgrading or replacing it where deemed necessary, where a problem is severe we may withdraw support until the item is made fit for purpose. We will only ever do this prior to a failure.
2. Misuse or abuse. Isis IT Services will withdraw support in case of abusive behaviour towards any member of Isis staff. Isis IT Services also reserve the right to limit or terminate support where demand is significantly or consistently above predicted and / or average for the cover.
3. Support is offered as part of the Service agreement between the hours of 9.00am and 5.30pm Monday to Friday (excluding Bank Holidays). Where an appointment commences outside of these times at the request of the client a charge of £160 per hour will apply. We will always notify you in advance if any additional charges are to be levied and may suggest that work be carried out outside of our regular hours for which there will be no additional charge.
12. Referrals and Recommendations.
A. A credit equal to one month’s Service Agreement fee will be applied to the referrers account providing both the referrer and the party being referred have taken out an unlimited support plan and agree to be bound by its terms and conditions.
B. Where multiple referrals are made by an account holder credits will be applied on sequential months continuously at the rate of one credit per referral.
C. Credits are counted against the unlimited support plan only and are non-transferrable. No cash or other equivalent goods, services or payments will be granted instead.
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.
