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Incident T&C's

Incident T & C's

Thursday, 31 August 2006

Service Description Incident based Support

INCIDENT SUPPORT - TERMS OF USE

1. Service Overview

1.1. Number of Incidents

BITES-UK Incident Support provides ad-hoc support in multiples of 1 ("single incident" or "Pay-per-incident") or 5 incidents ("Incident Pack").

1.1. Number of Incidents

Incident support covers Telephone / Online and Remote cover only however if a site visit is required in order to resolve the problem the customer agrees to pay BITES-UK's standard call out and hourly charges.

1.3. Contacts

For the primary purpose of this agreement, we define your contacts into two contact types as follows:

Primary Support Contact (PSC) - This is one person who is responsible for ensuring that your obligations under this agreement are performed.
Additional Contacts - The additional contacts (if required by you) are defined by the Primary Support Contact and are eligible to receive the service elements outlined in the entire agreement.

1.4. Support Provision

Services will be provided to assist you in resolving problems you encounter with the use or functionality of the Software and may include advice, recommendations and information concerning your use of the Software with various hardware and software configurations. We are unable to, and do not, warrant that every problem will be resolved.

1.5. Incident Definition

An incident or request is defined as follows:

A single support issue and the appropriate effort that is required to solve it. A single support issue is a problem, which cannot be divided into subordinate problems. If a problem includes subordinate problems, then each will be treated as a separate request. The Support Specialist defined by BITES-UK and the Customer must agree upon the problem definition and the parameters for an acceptable solution before BITES-UK provides support services for a request. A request may require several telephone discussions and some offline work before a solution can be found. Errors in Microsoft products (bugs), errors in the documentation and customer proposals for product features (a “product wish”) do not constitute requests in the sense of this policy. A request can be initiated per telephone or via electronic media. If required, BITES-UK will request additional information via other communication forms (e.g. fax) for the request from the Customer.

The Customer will provide BITES-UK with comprehensive information about the configuration and topology of its computer system and network upon request. BITES-UK reserves the right to refuse to guarantee support services in cases where BITES-UK determines that the configuration and topology of the Customer’s computer and networks cannot be supported by BITES-UK.

Support services include consultation, recommendations and information regarding the way the products are used in conjunction with different hardware and software configurations by the Customer. BITES-UK is obliged to provide the support services for the Customer, in order to support the Customer in solving problems which arise when the Customer uses the products or their functionality. BITES-UK does not however guarantee any problem solution. Support services do not comprise onsite support for the Customer (no onsite support).

1.6. English Language

All services will be provided in the English language.

2. Products Supported

Proprietary products are supported within the individual products life cycle as set out by the manufacturers guidelines.

BITES-UK Incident based Support will provide support services for most products including all Microsoft Products except those contained in BITES-UK's discontinued products list, which can be found at Excluded Product List

3. Your Responsibilities

This section describes your roles and responsibilities. Our performance depends on you carrying out the following responsibilities.

3.1. Primary Support Contact

This section describes your roles and responsibilities. Our performance depends on you carrying out the following responsibilities. You must designate a Primary Support Contact ('PSC'), based in the United Kingdom or Eire, who will be responsible for managing all your activities, tasks, and responsibilities associated with this Agreement.

You must designate a Primary Support Contact ('PSC'), based in the United Kingdom or Eire, who will be responsible for managing all your activities, tasks, and responsibilities associated with this Agreement. 3.2. Additional Contacts

You must define any and all "Additional Contacts" if required by you.

3.3. Controlling Incidents

3.3.1

The 'PSC' will manage your process for submitting incidents to us and is responsible for establishing a process for controlling the submission of incidents.

3.3.2

You are responsible for all use (including mis-use) of any access number or password provided to you as a pre-requisite for the provision of the Services until such time as you advise BITES-UK in writing that the relevant access number or password has been lost or stolen, at which time a replacement access number or password will be issued by BITES-UK.

3.4. Problem Determination Activities

You may be asked to perform problem determination activities as suggested by us. Problem determination activities may include performing network traces, capturing error messages, and collecting configuration information. You may also be requested to perform problem resolution activities including changing product configurations, installing new versions of software or new components, or modifying processes.

3.5. System Backup

We consider it prudent MIS practice to fully back up systems at least every 24 hours. A failure to do so significantly decreases the opportunities for you to mitigate any harm or damage arising from an irregularity in your system's operations or any harm or damage that might result as a consequence of the provision of support services.

3.6. Integrity and security of software and data

You are responsible for implementing procedures necessary to safeguard the integrity and security of software and data from unauthorised access and to reconstruct lost or altered files resulting from catastrophic failures. We may be able to assist in reconstructing data files in the absence of sound backup procedures, but results cannot be guaranteed and these activities will be considered a separate and distinct billable service.

3.7. Skill and Judgement

You acknowledge that you have relied on your own skill and judgement in deciding to acquire the Services.

4. Fees

All fees are subject to payment of VAT at the applicable rate.

We may at our complete discretion waive charges in respect of any incident where we believe it appropriate.

5. Duration

The agreement is valid for 12 months from the Effective Date or when the incident(s) have been used, whichever occurs first.

6. Hours of Operation

Services will be provided during the following hours of operation: 08:30 - 18:00 Monday to Friday, excluding Bank Holidays.

Last Updated ( Thursday, 21 September 2006 )