| 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
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 callouts and regular visits. 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 month’s written notice. CITA expect the customer to back up all data and have fully licence compliant software, including any Anti-virus and Anti-Spyware solutions. Anti-virus and Anti-Spyware 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;
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
Contribution to travel based on distance from CITA base. |