Charity number: 1106848
Telephone Support Terms and Conditions Print

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)