iQ Terms and Conditions
IT Support PC per incident and Annual support Service
1. SERVICE DESCRIPTION
Service Overview
1.1 The Service provides IT support on the hardware, applications and operating systems detailed at http://www.worldwideiQ.com/terms but for the avoidance of doubt does not include the provision of any hardware.
1.2 The Service may be ordered by telephone or online.
Service Start Date
1.3 By ordering the Service, the Customer agrees to the immediate provision of the Service and automatically agrees to be bound by the iQ Terms and Conditions as set out herein.
Service Description
1.4 The Service provides the following facilities:-
(a) remote access to the Customer’s PCs for diagnostics and problem solving (provided the Customer’s PC is online)
(b) one telephone call of up to forty five minutes to provide help and advice on the use of the supported
(c) Annual support limited to a maximum of 8 support incidents per year
(d) calls are limited to max 30 minutes each.
(e) for the avoidance of doubt the Service is only provided to one PC belonging to the Customer. If the Customer requires the Service for multiple PC’s the Customer will need to pay for the Service per PC that requires the Service.
(f) the Customer can also order products and services provided by 3rd parties through the Service and in such circumstances iQ will arrange for the 3rd party products/services for the Customer and will take an agreed commission for enabling the acquisition of such products/services,
1.5 The telephone-based support described in paragraph 1.4 above is available Monday to Friday 9am – 5pm excluding bank and public holidays.
2. SERVICE LEVELS
Fault Repair
2.1 IQ will respond to reported faults as soon as it reasonably can.
2.2 In accordance with clause 1.5 above IQ’s normal hours of work are Monday to Friday 9am – 5pm excluding bank and public holidays, therefore if the Customer has reported a fault on a bank holiday or public holiday IQ will respond to the Customer on the next available working day.
3. RESPONSIBILITIES OF THE CUSTOMER
General
3.1 The Service is not intended to be a substitute for the Customer taking appropriate steps to maintain and safeguard its IT system through regular data back-up, running current virus software and adopting other appropriate security or maintenance procedures.
3.2 If as part of the Service, the Customer is required to install any software, the Customer agrees to install and keep installed such diagnostic and technical support software to assist in the support process. If the Customer refuses to install such software this may mean that IQ may, at its option, either provide the Customer with a reduced level of Service or withdraw provision of the Service in its entirety.
4. CHARGES
General
4.1 For a one off support call the fee will be £40 per annum.
4.2 For a one year support package (including up to eight help calls at a maximum of 30 minutes per call) the fee will be £140
4.3 Payment must be made at the time of the Service Start Date.
5. ADDITIONAL CONDITIONS
5.1 In order to use the Service, the Customer’s computer systems must meet the following minimum requirements:
• a Windows 2000, Windows XP, Windows Vista operating system or MAC OSx
• a processor speed of 233MHz or greater;
• 128MB or more of RAM (256MB if installing Internet Security Pack);
• at least 200MB available hard drive space;
• an available USB, Ethernet or wireless port.
5.2 The Customer agrees that IQ or its representatives may access its registered computing equipment via a remote access client.
5.3 The Customer agrees:-
(a) to have technical details of the supported computing equipment, local area network and connected devices, collected and securely stored by IQ for use during fault diagnosis and support incidents; and
(b) to allow IQ’s technical support agents to create, as necessary, systems administration accounts on the Customer’s PCs and to keep these accounts active and unchanged as required to deliver the Service; and
(c) to give permission for IQ’s technical support agents to remotely access and monitor the Customer’s computer systems and network for the purposes of fault diagnosis and resolution.
5.4 IQ does not guarantee that it will be able to fix all faults reported by the Customer, or that IQ will be able to advise on all service related issues.
5.5 The Customer accepts that IQ will not be liable for any failures in the supported applications and operating systems that cannot be resolved using the Service, or for the Customer’s failure to correctly follow IQ’s advice and recommendations. IQ recommends that the Customer regularly and frequently backs-up any stored data as IQ cannot accept any liability for loss or corruption of the Customer’s data.
5.6 If a fault is due to a failure in the Customer’s equipment which is not covered by the Service it is theCustomer’s responsibility to arrange for the repair or replacement of it
Resale
5.7 The Service and any associated software is provided solely for the Customer’s own use and the Customer will not resell or attempt to resell the Service (or any part or facility of it) to any one else.
registered address: Worldwide iQ, 10 Carlisle Street, London, W1D 3BR |
