AGT Terms of service

Effective from January 2019

Customer specific SLAs and other terms are available upon request

NB: The person or persons who are responsible for payments must be informed of your intention to consult AGT (UK) LTD. From this point we enter into a contract between AGT (UK) LTD & yourself. Please provide the details of the accounts manager responsible for paying before requesting any chargeable work from AGT (UK) LTD.  Please note that VAT must be added to all published prices.

 

1. CHARGEABLE & NON CHARGEABLE SERVICES

 

a. TELEPHONE CONSULTANCY Telephone discussions about appointment arrangements are FREE of charge. Telephone dialogue where verbal consultancy is given, is left to the discretion of the AGT (UK) LTD representative charged at 30min increments at our normal hourly rates, (please call for latest). Payment for telephone support lasting longer than 15 minutes can be made with PRE-PAID HOURS.

 

b. ON SITE APPOINTMENTS If an AGT (UK) LTD representative is requested to visit your 'work' or 'residence' or any other 'meeting place' to discuss a brief or repair, unless otherwise stated, we consider this to be an 'appointment' where consultancy is inevitably given & therefore will be chargeable at our current rate of £85.00 for the call out and for any time up to ONE hour - thereafter charged at £55.00 per hour. If you have pre-paid support hours there will be no call out charge payable.

 

c. ON SITE PROCEDURE & PAYMENT TERMS While ON SITE a short verbal 'computer & peripherals problems' list will be requested by our engineer from your representative & compared to our initial telephone conversation. On completion of the work, you will be asked to test the repairs in the presence of the engineer. A VAT invoice and short report will be issued within 48 hours of completion of work. Our payment terms are 30 days from the date of invoice and we request that payment be made by Bank Transfer using the details available on the invoice. At this time, we can only accept credit and debit cards payments in person and not over the phone instantly. This arrangement will stand until further notice. NB: Refusal or the inability to test in the presence of the engineer will qualify the work as 'satisfactory' & payment will stand. All 'successful' repairs by your appointed AGT (UK) LTD engineer qualify as 'satisfaction' of the work completed.

 

d. PRE-PAID HOURS 

Pre-paid hours must be paid for in full before being used. Standard pre-paid hours will be charged at £50.00 per hour and can only be purchased in blocks of 10. Pre-paid hours can be used at anytime, however between the hours of 18:00–00:00 and at weekends pre-paid hours will be charged at £75.00 per hour i.e. time and a half. Between 00:00 – 06:00 Hours will be charged at £100 per hour i.e. double-time.  Hours remaining will be displayed on your next invoice in full, or the customer can enquire by telephone or email to find out how many hours they have remaining. If a site visit is requested using pre-paid hours and less than 24 hours notice of the requested date is given to AGT (UK) Ltd, 1 extra hour will be deducted from the pre-paid hours.

 

 

2. MEMBERSHIPS

 

a.     INTRODUCTION This Assist Membership Terms of Services describes the services that (‘the client’) will receive from AGT (UK) Ltd (‘the supplier’).  These Terms of Service outline what is included in the membership and the responsibilities of both (‘the client’) and AGT (UK) Ltd. Any service not covered in the ‘What is covered’ section will incur an additional fee that will be disclosed between both parties.

 

b.     DATES, REVIEWS AND CANCELLATION This membership begins from the agreed date and/or from the date of clearance of payment from initial invoice and will continue until such a time as either party provides notice of termination. Membership terms are based on a 12 month commitment with a breakout clause of 90 days. Any changes to be made to the membership will be notified to the client in written form with a minimum of 30 days notice. A price review may commence following a minimum of 6 months after the new service begins.

 

c.     RESPONSIBILITIES 

 

Supplier responsibilities:The supplier will maintain and support the IT system used by the client. Additionally, the supplier will:

·       Ensure relevant services and equipment are available to the client.

·       Respond to support requests within 1 working days. 

·       Escalate and resolve issues in an appropriate, timely manner

·       Maintain good communication with the client at all times.

·       Maintain client privacy in accordance with the Data Protection Act 1998

 

Client responsibilities:The client will use the IT system covered by the membership as intended. Additionally, the client will:

·       Notify the supplier of issues or problems in a timely manner

·       Provide the supplier with access to equipment, software and services for the purposes of maintenance, updates and fault prevention.

·       Keep the supplier informed about changes to its IT system.

·       Inform the supplier of any new equipment purchased, which will need to be added to the asset sheet.

·       Maintain good communication with the supplier at all times.

 

d.     WHAT IS COVERED

ASSIST MEMBERSHIP – PRO 

Each membership covers one machine per employee at (‘the client’)

-      Unlimited Phone Support and Remote Support 

During the normal working office hours between 10am and 6pm Monday to Friday, excluding bank holidays.

All emails and phones message will be answered within 1 working day.

Out of hours support may incur an additional cost.

-      Monthly Site Visit

2-hour site visits once a month to be scheduled between the supplier and client. 

Time assigned to site visit applies to locations based within the M25. Any site visits outside of the M25 and in excess of 1hr may incur an additional charge based on AGT (UK) Ltd current Ad-Hoc hourly rate.

-      30% discounts on MOTs

Each membership entitles the membership holder a 30% discount on the cost of the MOT on their registered machine - excludes licenses for software, replacement parts and hardware. 

10% discount on Project Work

Each membership gives the holder a 10% discount on project work labour - excludes parts and hardware.

Examples of Project work:

·       Migrations; Email, Calendar

·       Server; Installation, Migration

·       Data Recovery (level 2 and level 3)

·       Office moves; Moving and installing IT equipment to new premises

·       Networking, Expansion, Redesign, Installation, Planning and Cabling.

·       Internet; Installation, Upgrade and Migration/change of supplier

 

-      VoIP Support

Remote and offsite support for member VoIP handset. A site visit outside of the Monthly Site Visit will incur a cost based on our current Ad-Hoc rate.

Configuration of new handset.

Address book and phonelist management 

-      Family and Friends Discount

-      Each membership gives the holder a 30% discount to use once a month for family or friends. 

-      Excludes hardware and parts. 

-      Smart phone and Tablet support

-      Hardware repairs (exclusive of cost of parts)

-      Software repairs

-      Remote Access support 

 

ASSIST MEMBERSHIP – LITE 

Each membership covers one machine per employee at (‘the client’)

Unlimited Phone Support and Remote Support 

-      During the normal working office hours between 10am and 6pm Monday to Friday, excluding bank holidays.

-      All emails and phones message will be answered within 1 working day.

-      Out of hours support may incur an additional cost.

15% discounts on MOTs

-      Each membership entitles the membership holder a 15% discount on the cost of the MOT on their registered machine - excludes licenses for software, replacement parts and hardware. 

5% discount on Project Work

-      Each membership gives the holder a 5% discount on project work labour - excludes parts and hardware.

Examples of Project work:

·       Migrations; Email, Calendar

·       Server; Installation, Migration

·       Data Recovery (level 2 and level 3)

·       Office moves; Moving and installing IT equipment to new premises

·       Networking, Expansion, Redesign, Installation, Planning and Cabling.

·       Internet; Installation, Upgrade and Migration/change of supplier

3. NO FIX - NO FEE POLICY 

We carry this policy to guarantee our commitment to you our valued customer. To QUALIFY for our ʻNO FIX - NO FEEʼpolicy, specific issues must be disclosed in our initial telephone conversation (this will include software versions & details pertaining to your computer problems). If our engineer attempts to take on a repair to a specific problem outlined in the telephone conversation & is unable to fix it then the time taken on THAT repair will not be charged for. Exceptions: Any time attempted but not successfully repaired due to the customers corrupt or unlicensed software, faulty hardware, firmware or software or because of a software conflict with Third Party software, is considered not to be an AGT (UK) Ltd fault and will be chargeable. The engineer will suggest a work around alternative at his discretion. Any other attempted repairs additional to those specified in our telephone conversation will be chargeable. 

 

4. CUSTOMER OBLIGATIONS

The Customer is responsible for ensuring a full data backup is regularly performed. AGT (UK) LTD accepts no liability for any data loss in absence of a regular backup.

Hardware and Software must be licensed, used and maintained as prescribed by the manufacturers.


The Customer shall take all reasonable precautions to ensure the safety and health of AGT (UK) LTD’s personnel while such personnel are at The Customer’s premises.

 

5. EXCLUSION OF LIABILITY

Except where provided otherwise in these conditions, AGT (UK) LTD shall be under no liability of whatever kind howsoever caused whether or not due to the negligence or willful default of AGT (UK) LTD or its servants or agents arising out of or in connection with the services. All conditions, warranties or other terms, whether express or implied, statutory or otherwise are hereby expressly excluded providing that nothing in this paragraph shall exclude or restrict any liability of AGT (UK) LTD for death or personal injury resulting from the negligence of AGT (UK) LTD or its servants or agents.


In any event AGT (UK) LTD’S liability shall be limited to direct loss and shall not include indirect or consequential loss.


AGT (UK) LTD whilst employing best practice techniques shall not be liable for the loss or damage to software programs or data during repair or upgrade of goods or carrying out of services whether or not the same are under warranty.


All work is performed on the basis that The Customer has backup and archiving procedures that ensure that any data or operating software lost by reason of equipment failure or as a result of maintenance operations, is recoverable from backup files or archives maintained by The Customer, without financial loss to The Customer.

 

6. GUARANTEES 

Long term guarantees cannot be given due to persons known or unknown incorrectly operating the repaired machines. If any bugs remain or return after repairs have been carried out, we, of course will consult by phone or in most circumstances arrange a site visit to repair, free of charge if AGT (UK) LTD has been notified by way of a telephone call, an answer phone message or email no more than 30 days from the initial repair . If on return the reason for the failure is deemed not the fault of AGT (UK) LTD, due to users error, then payment will be asked for. Our BACK TO BASE policy may then take effect to further try to resolve the problem.

 

7. FAILURE TO PAY 

You will be notified 30 days after aninvoice becomes overdue. If payment is not made within 90 workings days after the due date stated on the invoice we will apply a fixed £50 penalty charge to the total cost of the invoice. This includes the Bank of England’s base rate of 0.75%

If we are not informed prior to the 90 days notice that payment will be delayed will 

 

 

8. PAYMENT WITHHELD

You must inform AGT (UK) LTD immediately of any intention not to pay. We reserve the right to inspect the work carried out and have access to correct/fix any issues under our BACK TO BASE policy or on site.  Failure to allow AGT (UK) LTD the right to inspect the work after this situation will not be accepted as a reason for witholding payment. You will be notified as soon as an invoice becomes overdue. If payment is not made within 90 workings days after the date stated on the invoice we will apply a fixed £50 penalty charge to the total cost of the invoice. This includes the Bank of England’s base rate of 0.75%

 

9. BACK TO BASE POLICY

It may be necessary to bring a computer back to our Workshop bench for further testing and repair. This allows us to check thoroughly, over a longer period, its behavior, in order to fully repair the machine. Notification will be given as soon as possible as to the inspection/repair report by way of a telephone call or email. Unless otherwise stated, customer items left at our trading address which are not collected by the customer within 60 DAYS of the date they are received by AGT (UK) LTD will be disposed of in accordance with normal working practices and donated to charity or worthwhile causes. 

 

AGT (UK) LTD

Trading address:         Arch 447 Wickwood Street, London, SE5 9DW

Telephone:                  0203 745 4303

Email:                     info@agt.uk.net

Website:                       www.agt.uk.net

 

Opening hours are 10am till 6pm for consultancy and bookings. 

 

On site repair times are at the discretion of the engineer.