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.
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:
- 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
are not charged additional to the Support Agreement subscription fees for the Supported System.
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.