IT Support for Business: Terms and Conditions
Terms (Services)
PC PAL TERMS AND CONDITIONS RELATING TO SERVICES
These Conditions apply to the Services PC PAL provide for business users as set out within the ‘IT Support for Business' section of the PC PAL website and by ordering the Services, you agree to be bound by the terms and conditions set out below in addition to our standard Terms and Conditions.
THE POLICIES AND MATERIALS SPECIFICALLY REFERRED TO IN THESE CONDITIONS (SUCH AS THE PRIVACY POLICY AND TERMS WHICH ARE ANNEXED TO THESE SERVICES TERMS, AND THE DETAILS OF OUR GOODS AND SERVICES ARE INCORPORATED INTO THESE TERMS BY REFERENCE, SO THESE SHOULD ALSO BE READ CAREFULLY. SUCH POLICIES AND MATERIALS TOGETHER WITH THESE TERMS SHALL SET OUT THE WHOLE OF THE AGREEMENT BETWEEN YOU AND US IN RESPECT OF THE GOODS OR SERVICES. IF THERE IS ANY INCONSISTENCY BETWEEN THESE TERMS AND THE POLICIES AND MATERIALS INCORPORATED INTO THEM, THESE TERMS SHALL PREVAIL.
The Services comply with appropriate UK legislation but are available to international customers.
“Conditions” means these terms and conditions;
“Personal Information” means the details provided by You to Us;
“Services” means the services You order under the terms of these Conditions;
“Subscription Services” means Services to which You subscribe on an ongoing basis, for example the ‘IT Business Support' service or technical support Services;
“Us/Our/We” means PC PAL, a network of independently owned and operated franchisees licenced to trade under the name ‘PC PAL’ by PC PAL Franchising Ltd registered in England and Wales under the number 05772348 with registered office located at PC PAL Franchising Ltd, 139 Seven Star Road, Solihull, B91 2BN;
“Website” means the website located at www.pcpal.co.uk, www.pcpal.ie, www.pcpal.net, www.pcpal.info, www.pcpal.tv or any subsequent URL which may replace such website; and
“You/Your” means an authorised user of the Services.
These PC PAL IT Support for Business Services Terms and Conditions are in addition to our standard Terms of Business (available at https://pcpal.co.uk).
These terms apply when you purchase your PC PAL IT Support for Business Service subscription either via telephone, in person, post or online via www.pcpal.co.uk.
Please note that each area is independently owned and operated by a franchisee, under licence from PC PAL Franchising Ltd, and as such the service will be solely provided by that franchisee.
1. Your PC PAL IT Support for Business Service gives you IT support on the following hardware, applications and operating systems on a best endeavours basis(any items not in this list are supported on a reasonable endeavours basis):
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2. In order to use PC PAL IT Support for Business Services, your computer systems must meet the following minimum requirements:
a). Computer hardware with a minimum software level of Windows XP or MAC OS 10.5 onwards with genuine license key
b). 580Mb free on hard drive and 512Mb of RAM
c). A CD-ROM drive
d). A working Broadband or 3G Internet connection throughout the term of the agreement
e). A working PC Desktop Hardware (comprising a base unit, monitor up to 22 including TFT), keyboard, mouse and associated manufacturer provided cables) Windows based Server Hardware (comprising base unit and associated manufacturer provided cables)
f). A working Laptop with battery and associated charger
g). Up to date Anti-virus software
h). Up to date Windows Service Packs and Windows updates or MAC OS software updates
i). Up to date Adobe Reader and Flash software
3.1 This service is for business use only and cannot be assigned or transferred to personal use.
3.2 When ordering this service you are agreeing to the immediate provision of the service and you cannot cancel it under the Consumer Protection (Distance Selling) Regulations 2000.
3.3 When ordering this service we may make a site visit to audit your systems and may perform a health check. During this process we may recommend steps that are required before starting your subscription. This may require initial consultancy charges or product purchases before a subscription can commence.
3.4 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.
3.5 In providing this service we will use our best efforts to provide remote and on-site support within the timescales agreed with you. However all dates and times are estimates and we cannot guarantee that we will meet them.
3.6 If as part of this service you are required to install any software you agree to install and keep this software. If you refuse to install this software this may mean that we have to offer a reduced level of service or withdraw the service completely.
4. Payment/Termination
4.1 You must pay the charges for this service in advance as described at www.pcpal.co.uk
4.2 Either party may terminate this agreement by giving 30 days notice in writing.
4.3 All payments are in advance and in terms of subscriptions must be collected via direct debit, debit card, cash or Standing Order.
5. Ad-Hoc or Pay-As-You-Go On-site support
5.1 Ad-hoc on-site services are provided in the area described at www.pcpal.co.uk. This service is based on an hourly rate as described at www.pcpal.co.uk. The minimum charge is 1 hour of labour. Our engineer or approved contractor will carry your fault diagnosis, repair, configuration and installation of the computer hardware as described in this agreement.
5.2 Site visits are available Monday-Friday 9:00am – 5:30pm excluding public holidays. Visits are usually made within 48 hours of agreeing to your request (subject to availability).
5.3 You must give access at the time of the agreed visit. Failure to do so may require in us charging for the missed appointment (The minimum charge is 1 hour of labour).
5.4 If your fault cannot be rectified on site we will give you the option to have the fault rectified off site.
5.5 If your hardware requires repair we will provide you with an estimate to carry out this repair if it is an item that we can obtain parts for.
5.6 If we replace your main hard drive we will install the original operating system onto your machine provided that you have the relevant genuine licence key(s) and disks.
5.7 If your hardware is faulty and under warranty we will endeavour to liaise with the equipment manufacturer on your behalf. We will not repair any equipment under warranty.
5.8 The prices for this service do not include any parts required.
6. BRONZE Support
6.1 Subscriptions to this service are based on the number of computers you have on site.
6.2 This service provides you with:
a) 24/7 Remote monitoring software installed on your computer and used to alert us of issues your computer is experiencing
b) Telephone, Remote and On-site support is not included and will be charged separately as per the PC PAL IT Support for Business Services table above.
7. SILVER Support
7.1 Subscriptions to this service are based on the number of computers you have on site.
7.2 This service provides you with:
a) 24/7 Remote monitoring software installed on your computer and used to alert us of issues your computer is experiencing
b) Supply and installation of approved PC PAL antivirus software
c). Supply and Installation approved PC PAL data back up software
d). Telephone, Remote and On-site support is not included and will be charged separately as per the PC PAL IT Support for Business Services table above.
7.5 Telephone support is available Monday-Friday 9:00am – 5:30pm excluding public holidays. Telephone support calls are usually made within 6 working hours of us agreeing to your request if the problem is mission critical. Timescales for non-mission critical visits are agreed at time of request.
7.6 On-Site visits are available Monday-Friday 9:00am – 5:30pm excluding public holidays. Visits are usually made by the next working day of us agreeing to your request if the problem is mission critical. Timescales for non-mission critical visits are agreed at time of request.
7.7 You must give access at the time of the agreed visit. Failure to do so may require in us charging for the missed appointment.
7.8 If your fault cannot be rectified on site we will give you the option to have the fault rectified off site.
7.9 If your hardware requires repair we will provide you with a quotation to carry out this repair if it is an item that we can obtain parts for.
7.10 If we replace your main hard drive we will install the original operating system onto your machine provided that you have the relevant licence key(s).
7.11 If your hardware is faulty and under warranty we will endeavour to liaise with the equipment manufacturer on your behalf. We will not repair any equipment under warranty.
7.12 The prices for this service do not include any parts required.
7.12 Additional computers can be added to your same subscription as per the PC PAL IT Support for Business Services table above.
8. GOLD Support
8.1 Subscriptions to this service are based on the number of computers you have on site.
8.2 We will endeavour to correct any problems via remote access and telephone methods before attending site (at our discretion).
8.2 This service provides you with:
a) 24/7 Remote monitoring software installed on your computer and used to alert us of issues your computer is experiencing
b) Our approved PC PAL antivirus software
c).Our approved PC PAL data back up software
d). Telephone and Remote support is included subject to paragraph 11.6
e). 1 hour on onsite support is provided per each calendar month. On-Site visits are available Monday-Friday 9:00am – 5:30pm excluding public holidays. Visits are usually made within 8 working hours of us agreeing to your request if the problem is mission critical. Timescales for non-mission critical visits are agreed at time of request.
8.5 Telephone and Remote support is available Monday-Friday 9:00am – 5:30pm excluding public holidays. Telephone support calls are usually made within 4 working hours of us agreeing to your request if the problem is mission critical. Timescales for non-mission critical visits are agreed at time of request.
8.6 Additional On-Site visits are available Monday-Friday 9:00am – 5:30pm excluding public holidays. Visits are usually made within 8 working hours of us agreeing to your request if the problem is mission critical. Timescales for non-mission critical visits are agreed at time of request.
8.7 You must give access at the time of the agreed visit. Failure to do so may require in us charging for the missed appointment.
8.8 If your fault cannot be rectified on site we will give you the option to have the fault rectified off site.
8.9 If your hardware requires repair we will provide you with an estimate to carry out this repair if it is an item that we can obtain parts for.
8.10 If we replace your main hard drive we will install the original operating system onto your machine provided that you have the relevant licence key(s).
8.11 If your hardware is faulty and under warranty we will endeavour to liaise with the equipment manufacturer on your behalf. We will not repair any equipment under warranty.
8.12 The prices for this service do not include any parts required.
8.13 Additional computers can be added to your same subscription as per the PC PAL IT Support for Business Services table above.
9. PLATINUM Support
9.1 Subscriptions to this service are based on the number of computers you have on site.
9.2 We will endeavour to correct any problems via remote access and telephone methods before attending site (at our discretion).
9.2 This service provides you with:
a) 24/7 Remote monitoring software installed on your computer and used to alert us of issues your computer is experiencing
b) Our approved PC PAL antivirus software
c).Our approved PC PAL data back up software
d). Telephone, Remote and On-site support is included subject to paragraph11.6.
9.5 Telephone support is available Monday-Friday 9:00am – 5:30pm excluding public holidays. Telephone support calls are usually made within 3 working hours of us agreeing to your request if the problem is mission critical. Timescales for non-mission critical visits are agreed at time of request.
9.6 On-Site visits are available Monday-Friday 9:00am – 9pm excluding public holidays. Visits are usually made within 6 working hours of us agreeing to your request if the problem is mission critical. Timescales for non-mission critical visits are agreed at time of request.
9.7 You must give access at the time of the agreed visit. Failure to do so may require in us charging for the missed appointment.
9.8 If your fault cannot be rectified on site we will give you the option to have the fault rectified off site.
9.9 If your hardware requires repair we will provide you with an estimate to carry out this repair if it is an item that we can obtain parts for.
9.10 If we replace your main hard drive we will install the original operating system onto your machine provided that you have the relevant licence key(s).
9.11 If your hardware is faulty and under warranty we will endeavour to liaise with the equipment manufacturer on your behalf. We will not repair any equipment under warranty.
9.12 The prices for this service do not include any parts required.
9.13 Additional computers can be added to your same subscription as per the PC PAL IT IT Support for Business Services table above.
10. Escalation Procedure
10.1 If you feel that your problem is not being attended to in a timely fashion you can request that your call is escalated. At this point a senior engineer will be allocated to investigate the problem resolution process and resolve your issue. We will report back any findings to you.
10.2 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.
11. General Terms
11.1 You agree to and give permission to:
a) our engineers or approved contractor having remote and physical access to your computer systems
b) install and keep or allow us to install and keep approved ant-virus protection to all systems (subject to any software licence fees)
c) have technical details and passwords regarding your systems recorded on our databases
d) allow us to create any administration accounts that we may require
e) accept software End User Licence Agreements (EULA) and updates on your behalf as part of the software installation process
11.2 We do not guarantee that we will be able to fix all faults reported to us, or that we will be able to advise you on all issues raised.
11.3 We are not liable for failures in any of the supported applications and operating systems. We recommend that you perform regular back-ups as we cannot accept any liability for loss or corruption of your data.
11.4 If a fault is due to an item not covered by the remote support sections of this agreement it is your responsibility to arrange an on-site visit with us or via a third party.
11.5 Neither party to this Agreement shall be liable for delay in performing or failure to perform obligations if the delay or failure results from events or circumstances outside of their reasonable control.
11.6 Charges for Telephone, Remote Access and On-Site services are based upon the provision of a reasonable level of support by us. If we believe in our sole opinion that you are using the service excessively, without good reason, failing to follow advice already provided or that you are failing to comply with the provisions of Paragraph 11 above, we reserve the right to raise an additional charge based upon our normal call out rate of £59.00 per hour. You will be notified in advance of all additional charges before they are incurred.
11.7 The scope of the PC PAL IT Support for Business Services is to provide support for the smooth running of your computer does not extend to providing support for:
a). Search Engine Optimisation or Google Analytics
b) Website design or changes
c). Gmail, Hotmail of other web based email accounts
d). Installation of new IT equipment or provision for replacement parts or cables
e). Customer Relation Management (CRM) system
f). Sage accounting software or other accounting software
g). Bespoke software
h). Game or leisure software
i). CAD or design software
j). Graphic Design, movie or animation software
k). Macros, spreadsheet formulae, Word Processing tables and layout
l). Child protection software
m). Tutorials or advice on additional peripherals
n). Audio Visual equipment or televisions
11.8 We reserve the right to modify these terms without prior notice.
11.9 The PC PAL IT Support for Business Services may not be available in all areas and may be withdrawn at any time and without prior notice.
