NETWORK SUPPORT
i. Network Support Contracts are available to maintain the majority of Microsoft Servers (including Windows Servers. Exchange and Small Business Servers) as well as the majority of popular Unix-derivative (such as Unbuntu, BSD etc.) and Linux servers.
ii. A Network Contract provides maintenance support only for the specified server hardware including the installed operating system, router, network switches, connections and any computers specified under the contract.
iii. DOT-COMmunications will strive to undertake to provide the client with a quality technical support service of their server and network. The Client is entitled to an annual on-site PC 'Health Check' of their server as well as of specified client computers of not more than (1½) one and a hours per system (or the overall number of hours stated in the contract, whichever is the lesser).
iv. We recommend that all servers receive an on-site inspection at least once every 6 months and regular remote support visits to ensure that they are functioning properly, however we believe in working in partnership with our clients. To that end, we allow our clients to decide how they want their contracted support hours to be used - they can be retained to deal with emergencies, used for regular support visits or used towards system upgrades or the staffing costs of extending a network etc.
v. We recommend that all clients agree to the installation and implementation of a secure monitoring and update script or program to enable us to undertake remote support and the deployment of updates and system patches. These updates are initially downloaded, assessed and tested in-house before subsequently being deployed to the client's server and systems via a secure tunnel/ Virtual Private Network using a secure login. This would also enable us to remotely monitor the servers performance and regularly check for and fix errors and potential problems before they seriously impact on the client. We would advise that a certain number of inclusive remote support sessions are allocated to allow regular remote monitoring and updating of the server.
vi. Urgent calls received before midday weekdays are generally seen that same or following working day if possible, urgent calls after midday will be dealt by the end of the next working day. Where possible we will try and resolve non-urgent requests either by phone, email or by remote support within two working days and we can arrange for a visit within three.
vii. In no event shall DOT-COMmunications be liable to the User for any loss of data, business, or for any other indirect or consequential or economic loss whatsoever. It is the Users responsibility to ensure they backup their data on a regular basis. DOT-COMmunications will not be responsible for any data loss howsoever arising.
viii. We recommend that all servers have some form of external backup system in operation and that a fully tested and operational Uninterruptible Power Supply (UPS) is fitted to the server, switch and router and tested regularly.
ix. All additional on-site technical support visits or hours will be charged at a flat fee of £25 per hour (minimum chargeable period is considered to be half an hour) and we will not charge the user any additional fees for call-out or travel time.
x. DOT-COMmunications will provide the User with any necessary computer parts and upgrades at cost. However it is understood that we are acting as an agent for the User and not as a supplier in all such transactions and as such we cannot provide any additional warranty other than that provided by the supplier or manufacturer of the part. Fitting and testing of such parts will only be undertaken by DOT-COMmunications during authorised on-site visits as part of the Users contract or as additional (supplementary payment) technical support visits. The User will be given the original invoice(s) and is welcome to retain and/or personally dispose of all original computer parts replaced by us.
xi. Resolution of any technical problem will always be on a best endeavours basis and a final resolution cannot be guaranteed.
xii. Internet access and any equipment supplied under contract by a third party however, cannot be covered as part of your contract with DOT-COMmunications and all work carried out relating to the same will always be undertaken on a best endeavours basis and is exempt from our NO FIX, NO FEE guarantee.
xiii. DOT-COMmunications provides a NO FIX, NO FEE (or service 'refund') guarantee on all call-outs excepting issues relating to internet access, third-party equipment supplied under a third party contract, any and all problems caused by illegal, pirated or unlicensed software or where the problem is considered by DOT-COMmunications to be the result of, or exacerbated by, excessive age of the equipment, prior third-party repairs, system improvements and upgrades, accidental damage, equipment misuse or alterations whether undertaken by staff, volunteers or other technical support contractors. In those circumstances our standard charge applies regardless of outcomes.
