Commmunity IT Academy

CITA do not call to confirm callouts once booked.

Delays due to over-running jobs and/or traffic are sometimes unavoidable, iif 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 £40 per hour for all callouts and workshop repairs, discounts are available for CITA members (see Membership terms and conditions).

All charges are levied for a full hour, any fractions and parts in addition are charged as a full hour. Thus a callout that takes 1 ½ hours will be charged at 2 x £40 = £80. Over runs of 15 minutes or less will be rounded down at our discretion; beyond this the full hourly rate will be charged.

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 not offer remote support to non-contract customers.

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 £10 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.