Service Policy Guidelines

This document outlines various types of support services available and explains the relationship between them.

Warranty Service

All new hardware products come with warranty. Actual coverage period will vary by manufacturer, but is typically 90 days for components / parts, and 1 to 3 years for complete systems, monitors, and printers. The PROVIDER's commitment to warranty service includes the parts and labour as provided by the manufacturer or local service depot but does not include repair or correction of related or incidental damage the failure may have caused. The PROVIDER will collect the equipment from the client site or other convenient location as agreed upon with the client and transport that equipment to the service depot. When service is complete, the PROVIDER will return the equipment to the client and reinstall if necessary. When available, as an additional service at client request, the PROVIDER MAY have an alternate solution to return the client equipment to a functioning state without the usual warranty service delay. If a spare part is available the PROVIDER MAY make a replacement with client approval. Alternatively, if a new part is available and cost effective, the PROVIDER may suggest this as an alternative. Service charges for the non-warranty repair may apply. The PROVIDER in no way warranty's or gives guarantee that any particular piece of equipment is unconditionally suited to a particular application and accepts no liability for any incidental damages to other equipment or that result in loss of income or other business interruption.

Monthly Maintenance Plan

This plan is intended to provide proactive preventative maintenance and monitoring of the customer equipment. Routine maintenance of the software and monitoring key performance indicators help detect problems before they impact the user. Detected problems may be warranty issues, but the product manufacturer or local service depot makes the ultimate determination of warranty coverage. Assuming warranty coverage applies, Warranty Service policy above is used to render service.

Full Service Retainer

For those companies with a desire to fix maintenance costs, or a desire to emulate the benefits of their own permanent computer staff, Full Service Retainer is an option. This plan includes the Monthly Maintenance Plan and is designed to provide full onsite, offsite and phone support as needed without limits. The plan is not intended to cover exceptional projects or fundamental changes to the office computer environment, but continued support of the ongoing operations. Common tasks include user support with common software issues such as configuration, printer installation, network diagnostics, wireless gateway conflict resolution, basic application support etc. The client must designate a primary and secondary contact. All support requests are initiated by these people and must be logged in the support system.

Based on cooperation, and an open supportive relationship with full understanding of the client's business needs, the support method is chosen as the best fit based on the urgency of the problem and the quickest way to resolve it. The plan is based on a per machine charge, and is monitored for average usage in a rolling 3 month window, and adjusted as necessary. Initial term of the agreement is 12 months, with automatic renewal. Full Service Retainer payments are fixed (unless changed with proper notice) and are due by the 15th of the month. Adjustments to rates are made after 60 days notice, during which time efforts can be made by both the client and the PROVIDER support staff to eliminate the need for an increase. Annual increases based on inflation rate are expected.