Support Agreement Terms and Conditions

This document describes the nature of the standard Support Agreement that we have found suits most mid-sized businesses, with most systems.   Where appropriate, agreements are negotiable.\\ \\
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Within the paid Support Agreement subscription period and directly regarding the Supported System, 
when a trained operator is unsure how to proceed (e.g. an error message during normal operation or a novel circumstance is encountered),
services provided regarding the Supported System as appropriate to the situation:
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* To investigate issues reported by any of email, phone, remote connection
* To liaise with external parties  e.g. IT provider, Attache Consultant
* To provide technical advice by any of email, phone, remote connection
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are not charged additional to the Support Agreement subscription fees for the Supported System.\\ \\

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%%label-warning Examples of chargeable services /% \\ \\ 
Chargeable services include but are not limited to: 
\\ - training new operators or documentation writing
\\  - installation or upgrade of software
\\  - configuration of new companies or users
\\  - data repair, manipulation, restoration or compression
\\  - security remediation including virus or malware cleaning 
\\  - disaster recovery 
/% /%
Within the paid Support Agreement subscription period, all services are given elevated priority.  \\
Chargeable services related to Supported Systems are provided at 25% discount.\\
Chargeable services NOT related to Supported Systems are provided at 16.6% discount.\\
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