VunderByte Computers

1. This is a 12 months agreement for the support of computer hardware products.
2. Hours of cover are 0930-1830 hrs Monday to Saturday including Bank Holidays.
3. As required, extended hours of cover are available. All extended hour cover is quoted for on an individual basis.
4. The basic contract includes unlimited telephone support during the agreed hours of cover. Calls would be expected to be received from a support function or named person(s) who would filter calls from end users. The standard contract allows for two named contacts within the customer organization to make calls to VunderByte. Additional levels of contact can be upgraded at an additional cost.
5. All calls will assigned a call reference number and assigned to an engineer. An on-site response should be expected within two-three hours. Any situation requiring higher levels of response should be discussed when the call is placed. Any necessary escalation of technical problems beyond reasonable time due to client software glitches will be made to the software author. All information, including software replacements by the author will be handled by VunderByte and communicated back to the client. Depending on the nature and urgency of the situation, VunderByte will communicate with the software author and the customer on a regular basis until the situation has been resolved satisfactorily.
6. On-site support is chargeable at the currently published pricing. However, a support contract can be agreed to include a specified number of support days. These days are priced at a preferential rate and can be used for on-site support, training, development or consultancy. Any unused days at the end of the contract period can be rolled over into the next year.

 

 

 

 

VunderByte Computers

Hardware Support Agreement

 

Terms and Conditions ii.

 

 

 

7. On-site support would generally be a result of the telephone support service being unable to rectify a problem effecting the whole, or a majority, of the user population. Alternatively, a developing customer situation may dictate that an on-site visit be the most expedient course of action.
8. The standard response time for on-site support is three hours although as the situation demands, VunderByte will make all efforts to have a presence on-site as soon as physically possible. Once any inclusive days have been used up, additional on-site services will be available on a time and materials basis.
9. Where customers have the facility, VunderByte can undertake remedial work via a dial-up communication link. Although primarily intended for rectification or problem solving, it can also be used for the transfer of files, documents, software patches etc.
10. It is the responsibility of the client to ensure the security of their network, although VunderByte will be pleased to advise upon this matter.
11. This support contract entitles the client to all maintenance releases of any hardware/software supplied during the contract period, at no extra cost. This does not include postage and packing.
12. Clients can contact VunderByte in advance of any scheduled upgrades, system moves, etc., out of normal hours for provision of appropriate support for a fixed rate cover. Quotations are available for the provision of skilled on-site personnel during holidays, company moves, etc. Rates will be based on the specific requirements of the client.

 

VunderByte Computers

Hardware Support Agreement

 

Terms and Conditions iii.

 

 

 

13. Standard Support Contract, exclusive of on-site support days, is costed by the number of users and the number of separate network stations. See below:

	Years	3 Stations	4-6 Stations	6-10 Stations
Tier 1	1	£680	£1,260.00	£1,940.00
Tier 2	2	£800	£1,600.00	£2,400.00
Tier 3	3	£1500	£3,600.00	£4,800.00

14. The support contract includes any new users added during the term of the agreement. Tier levels are reviewed annually.
15. This standard support agreement enables VunderByte systems purchasers to purchase up-front, or as required, on-site support, consultancy and development services at preferential rates. Special rates are as follows: