“We have always found the services of Pioneer Computers to be friendly, fast and reliable so we would have no compunction in recommending them to others.” David Coates, Design Core UK

Pioneer Computers Ltd

 
 
 
Support and Maintenance
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Support and Maintenance Agreement
 
 
Scope of Cover:

The support cover is designed to provide a single point of contact for any IT related problems.  Telephone support provides a first line of contact to try and resolve an issue immediately but should it be required an engineer can be called out to site.

Below are examples of how support time can be used:

  • Software Problems

  • Hardware Problems

  • Training

  • System upgrades – Daily monitoring of the server and networks

  • Upgrades and updates applied to the server as necessary

  • Meetings where an IT representative is required

Contract:

Our support service is based upon a 1-month contract.  You are given a contract and standing order form to complete and sign .  Payment is at the start of the month for the month that is to be covered

You are invoiced monthly on the last day of the month for all charges incurred in the month to that date, for services/goods which are not covered by the contracts .  All monthly payments to be made by standing order.

Should you request cancellation of our services it must be received by us in writing before the 1st of the month and all fees must be paid in full. Please take note that there will be a three-month period in which re-joining will not be allowed. 

Should any invoice remain unpaid for longer than the 30day payment period services can be suspended and all money will be recovered by our debt agency.

Response Times:

Standard support hours are between 10.00am and 6.30pm Monday to Friday.  The following figures are an indication of the longest time that you could expect to wait for a response to your problem.  An escalated response time will always be given for critical equipment such as a server or any situation that is causing a complete loss of IT service.

Telephone

2 hours

Priority one callout – i.e. business stopped

4 Hours

Other support Call outs

Next Day

Functionality callouts

By arrangement

Training

By arrangement

Project work

By arrangement

Costs: SBC House Customers

Weekday 10 am  to 6PM

@ £? + VAT per hour

Evenings

@ £? + VAT per hour

Weekends

@ £? + VAT per hour

Scheduled attendance  

@ £? + VAT an hour

Costs: External

Weekday 10 am  to 6PM

@ £? + VAT per hour

Evenings

@ £? + VAT per hour

Weekends

@ £? + VAT per hour

Scheduled attendance  

@ £? + VAT an hour

Travel Time:

Travel time is not chargeable for companies in our local area but should we be asked to visit a site outside of our normal support area then we will book the journey time as well.

 
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