Ad-hoc Support Terms & Conditions
Terms & Conditions for the use of ReZolve Ad-hoc Support services. These are in addition to our standard Terms & Conditions of service.
1. ReZolve can provide, at our discretion, IT support on the following applications, operating systems and services. Any items not in this list are supported on a best endeavours basis.
1.1. Operating Systems: Microsoft Windows Server 2003, 2008 Server; Microsoft Windows XP Home, Pro, Vista, 7; Linux (various distributions)
1.2. Applications: Kayako V3 SupportSuite, eSupport, LiveResponse; Kayako V4 Fusion, Resolve, Engage; SmarterTools: SmarterMail, SmarterTrack; IceWarp; Microsoft Office and Outlook
1.3. Services: Web Design, Web Hosting, DNS, Email
1.4. Software Development: VB, C#. ASP, ASP.Net, PHP, Javascript, Ajax
1.5. Databases: MS Access, SQL Server 2000 and later, MySQL
2. These terms apply when you purchase ad-hoc support credits either via telephone, post or online via www.rezolve.co.uk.
3. Service Provision
3.1 This service is for business use only.
3.2 When ordering this service we will evaluate your problem or request prior to accepting it as an order for work. During this process we may recommend steps that are required before we can start. This may require initial consultancy charges or product purchases before work can commence.
3.3 This service is not a substitute for you taking appropriate steps to maintain and safeguard your computer systems using regular backups, running up-to-date anti-virus products and adopting other relevant security and maintenance procedures.
3.4 In providing this service we will use our best efforts to provide remote technical support within the timescales agreed. However all dates and times are estimates and we cannot guarantee that we will meet them.
3.5 Our standard support working hours are Monday-Friday 9:00am - 5:00pm excluding bank holidays.
4. Support Credits
4.1. This service is based on a half hourly credit as described at http://www.rezolve.co.uk/ad-hoc-support. The minimum charge is one credit (half an hour).
4.2 Our support team will carry out an initial diagnosis and provide an estimate of the number of credits required to resolve the problem or task. Estimates are usually made within 48 hours of agreeing to your request.
4.3 On resolution of the problem or task, your support credits will be reduced at the rate of one credit for each half hour used up to the maximum specified in our estimate.
5.5 We reserve the right to re-estimate the time required for the resolution of a problem or task if additional information received changes or extend the scope of the problem or task. In such cases, you have the option of withdrawing your request and applying for a refund for any unused credits purchased specifically for that problem or task.
5. Payment & Refunds
5.1. You must pay the charges for this service as described at http://www.rezolve.co.uk/ad-hoc-support
5.2 If your problem or task cannot be resolved, no credits will used and you may request a refund for support credits purchased specifically for that problem.
5.3 To request a refund, post a reply to the support ticket created for the request.
6. Escalation Procedure
6.1 If you feel that your problem or task is not being attended to in a timely fashion you can request that your request is escalated. At this point a senior engineer will be allocated to investigate the resolution process and resolve your issue. We will report back any findings to you.
6.2 In the unlikely event that you feel you are not receiving the level of service you expect you can record a concern under our complaints procedure. A copy of which is available on request.
7. General Terms
7.1 You agree:
7.1.1. to our support team or approved contractor having remote access to your computer systems as required
7.1.2. to have technical details regarding your systems recorded on our databases
7.1.3. to allow us to create any administration accounts that we may require
7.2 We do not guarantee that we will be able to address all problems or tasks reported to us, or that we will be able to advise you on all issues raised.
7.3 We are not liable for failures in any of the supported applications and operating systems. We recommend that you perform regular backups as we cannot accept any liability for loss or corruption of your data.
7.4 If a problem is due to an item not covered by the request or estimate it is your responsibility to arrange for the problem or task to be addressed through another party.
7.5 We reserve the right to modify these terms without prior notice.
