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Telephone Support Terms and Conditions

Telephone support plus is a chargeable service.

A 6 month trial subscription is available from the VONNE Improving Reach project. This pilot project supports groups working with “Hard to Reach” (H2R) as defined by Capacity Builders*.

At the end of the 6 month period CITA will give groups the choice to continue receiving support via an annual subscription fee.

CITA/VONNE reserve the right to refuse / cancel the trial subscription if:

  • Groups do not meet funders criteria for H2R
  • Makes excessive demands on the service
  • Allows private individuals to access the service on their behalf
  • Use this to replace existing ‘paid for’ support or to support specialist training programs
  • Unprofessional, inappropriate or offensive communications are used
This service will be available to groups who do not meet the above criteria via an annual subscription. Some services are available to CITA members.

IT Support services being offered
  • A technical support hotline – available Monday to Friday (normal office hours).
  • An out of hours Web based call back service
  • Remote support – via broadband internet.
  • “Talk and Walk” training
  • A Virtual Service
  • Purchasing advice

Cancellation of agreement – 1 months notice in writing or by email
  • Training – Maximum 3 x 1 hour sessions with the 6 month trial period
  • Non technical assistance subject to availability
  • Call back feature – next business day (Subject to availability).
Technical support for Microsoft operating Systems, Office software, all other software, operating system and hardware issues a “Best efforts” basis only.

Remote access requires broadband internet connection, not all problems can be solved remotely – CITA reserve the right to offer or signpost to providers for onsite Technical support.

CITA will supply a username and password that is used to access the telephone service and website request form. This username may be shared with nominated staff within the client organisation but not with private individuals. CITA staff will ask for confirmation of the username upon receipt of a telephone support call, the service will be refused to staff who are not nominated prior to each call.

*(for more information please visit www.vonne.org.uk)

Maintenance Agreement Terms and Conditions

We aim to provide the best service we can at a reasonable cost and aim to be flexible in our approach. We ask that our customers respect us, our staff and act reasonably in all dealings.

CITA agree to maintain the computer systems and related peripheral devices under this agreement on a best efforts basis.

CITA will

  • Make regular visits to address minor and non-essential problems
  • Answer callouts within the same day if called before 10.00am.or within 24 hours (or next business day) if called after
  • Give Maintenance Agreement customers priority on callouts
  • In addition to the above provide full membership services including the offer of a loan PC for mission critical systems (subject to availability).

Labour costs are included within the fixed fees agreed at the start of the agreement. Any parts required are not included, verbal estimates of likely costs and timescales will be offered by the engineer at the point of appraisal.

The fees calculated are based on the level of computer equipment under the agreement, the distance from the CITAS base and the support requirement. CITA reserve the right to request additional payments if the level of equipment increases or if the customer moves premises.

On site and telephone support is available from 8.00 am to 5.00 pm Monday to Thursday, until 4.00 pm Friday, excluding bank holidays. The core hours for telephone support at the CITA base are 10.00 to 4.00 pm, outside of these hours (8.00-9.00 am and 4.00-5.00 pm) support will be available from a mobile telephone, number on request, for all other calls telephone 0191 256 5015.

CITA will call to confirm regular visits but not ad hoc callouts. If the customer wishes to cancel an appointment we ask that as much notice as possible is provided. In the event that CITA need to cancel an appointment an alternative will be offered within the next business day.

This agreement is to be paid for quarterly in advance. Either party may cancel the agreement by providing one months written notice.

CITA expect the customer to back up all data and have fully licence compliant software, including any Anti-virus (including Malware) solutions. Anti-virus should be up to date and systems scanned regularly. Advice and written recommendations will be offered as a result of the site audit, at the start of the agreement, with respect to these systems and procedures.

The customer is responsible for the backing up and retention of any data held on computer systems. CITA does not accept responsibility for loss of data as a result of any repair.

CITA expect the customer to maintain the inventory of all equipment covered under the agreement.

The customer is responsible for the retention and provision of any identification codes, passwords, licence keys and/or access codes required to gain access to equipment, software and services (e.g. ISP details). CITA does not retain records of such information or data unless specifically requested to do so.

CITA expect the customer to address any recommendations regarding their IT hardware, software and/or procedures (e.g. minimum spec for new software).

CITA reserve the right cancel the agreement in the event;

  • The customer is not fulfilling their part of the agreement
  • The customer is demanding an unreasonable level of service
  • If payments are overdue by more than four weeks.

We understand that this agreement covers the client for breakdowns and malfunctions of specified computer equipment. Development of resources such as upgrading RAM and installing new Hard Drives would fall outside of this and hence attract charges at our membership labour rates.

CITA expect that "management tasks" (adding users, changing/setting passwords, setting security, copying data, adding printers and moving systems) is undertaken by the client under this agreement. CITA can provide mamanegement services by negotiation and at an additional cost.

CITA reserve the right to charge for services that fall outside of this agreement, e.g. accidental damage or faults caused by user intervention.

CITA may employ additional (contract) engineers to cover during holiday periods or to cover for absent staff.

In the event that a complaint is raised it is our hope that it can be discussed in a sensible and mutually respectful manner, any complaints should be addressed to the CITA CEO.

Fees From

  • £12 per PC per month plus £10
  • £35 per server per month

Plus a contribution to travel based on distance from CITA base (if beyond 10 miles).

General Terms and Conditions

Callouts
CITA will endeavour to answer callouts in a timely manner. Priority is given first to contract customers, then members followed by ad hoc call outs. All callouts are subject to staff availability.

CITA do not call to confirm callouts once booked. CITA staff will specify a time slot within which the engineer will endeavour to arrive, e.g. between 2.00 and 3.00 pm. Delays due to over-running jobs and/or traffic are sometimes unavoidable, if such a delay is significant we will call to advise customers of a revised time for arrival.

Repairs will be attempted on site, if the repair will take longer than one hour the on site engineer will advise the customer and give a verbal estimate of the time the repair may take. It may be necessary for the repair to be effected at the CITA workshop.

Repairs
CITA staff will attempt repairs on a best efforts basis.

Verbal estimates of the likely cost will be given when the equipment has been assessed. There is no bench fee. Written estimates are available upon request.

CITA require the customer to provide any identification codes and passwords required for administrator privilege on any equipment for repair. In addition to this any software that may be required for installation, repair or re-installation.

CITA will not install/re-install any software without evidence of a valid licence key.

In the event that a system needs to be reconfigured on site after a workshop repair, standard labour rates will be applied.

In the event that a repair fails within a period of 3 months and requires a recall no additional labour charges will be levied unless the fault is unrelated to the original problem or as a result of user based actions.

Data Loss
It is the responsibility of the customer to ensure that adequate backups of any data on equipment being repaired is maintained, CITA do not accept any responsibility for data loss as the result of any repair.

Unless requested CITA do not retain data, passwords or licence information.

General
We expect our staff to act in a professional and courteous manner at all times and expect the same from our clients in their dealings with us. Any breach in this behaviour code would lead to the withdrawal of our services.

Charges
CITA charge £45 per hour for all callouts and workshop repairs, discounts are available for CITA members (see Membership terms and conditions).

The minimum callout/workshop charge is 1 hour. Subsequent charges are levied in half hour units.

Telephone and E-Mail Support
CITA does not offer free telephone and e-mail support to non-members and non-contract customers.

CITA charge £10 per 15 minutes to a maximum of 30 minutes per call or message. The service supports PC equipment, Microsoft operarting systems and Office products only. It is not intended to replace a callout or be a form of training.

CITA does support goods and services under warranty for the period of up to 6 months after purchase.

Other projects operated by CITA may offer limited technical advice at the discretion of the project officer.

Other Charges
CITA pass on expenses incurred as a part of the callout, i.e. tolls, parking fees, etc.

CITA will levy a travel charge to non-contract customers based more than 10 miles from the CITA base (Lynnwood Business Centre, NE4 6UL), the distance measured in road miles. The charge is based on the time taken to travel the outward leg, and is at the normal labour rate.

CITA charge £15 for collection and delivery of IT equipment for workshop repair within a 5 mile radius of the CITA base, this service is not available beyond this area. No charge will be levied if the repair is a result of a callout

If an appointment is cancelled by the customer within the same working day CITA reserve the right to levy a callout charge. CITA request that customers cancel appointments in good time.

If an engineer arrives on site at an agreed time and cannot gain access to repair the equipment CITA reserve the right to levy callout charges and other expenses incurred.

In the event that CITA staff are unavailable and a callout has to be cancelled alternative time will be offered within 24 hours.

Data Protection
CITA may use email addresses for marketing purposes. If you do not wish to receive such material please click to unsubscribe from our newsletter. If you wish to have your details deteled from our client database please contact us via the link at the top of the page. Will will also provide an opportunity to withdraw consent to phone, fax or electronic marketing each time that we contact you by these methods.