On Site Service
support Terms & Conditions
Your
terms and conditions for COMPUTER GENIE (UK) LTD On Site Service
Visit and COMPUTER GENIE (UK) LTD On Site Service Call.
Terms effective from 18th May 2008
COMPUTER GENIE (UK) LTD
On Site Service Visit Service Terms
What we provide
1. If you select the COMPUTER GENIE (UK) LTD On Site
Service Visit service, we agree to give you a general IT support service
to an initial scope that we agree with you. This may include set up and
configuration of your personal computer(s) including networking
peripherals and equipment, fully licensed original copies of software or
networking fault diagnosis and rectification. The service excludes any
installation of devices other than those using external connections.
2. We may ask you to give us access to your supported personal computer
using our remote access facility prior to receiving the service at home.
We will ask you to grant us remote access on a session by session basis.
3. Before we provide the service we may give you an estimate of time
that this service may take. You agree that the actual time the service
takes may vary from this estimate.
4. You agree to install any equipment or software that we advise and to
follow any reasonable instructions including security instructions that
we may give you about the service.
Things you need to know
5. The normal hours of service are 0800 to 1800 Monday
to Friday. Alternatively you may select Premium "Evening and Weekend"
appointments between 1800 to 2000 Monday to Friday and 0800 to 2000 on
Saturdays. If you choose a COMPUTER GENIE (UK) LTD On Site Service Visit
you may select;
a) an Express Appointment (next working day appointment) if you place
your order by telephone by 1400 on the previous working day; or
b) Priority Appointment (same day appointment or next working day
appointment) if you place your order by telephone up to 1000 for a same
day appointment or after 1400 on the previous working day for a next
working day appointment.
Working day means Mondays to Saturdays excluding Bank Holidays. There is
no service on Sundays.
6. We will agree an appointment date with you. The service begins one
working day before this agreed appointment date when we allocate an
engineer for your visit.
7. You need to tell us at least 24 hours before your agreed appointment
if you cannot make this time otherwise we may charge you for a missed
appointment. If we do not keep an appointment, you will not be charged
for this appointment. In addition you may claim either:
a) a fixed amount of £10; or
b) £25 off your next COMPUTER GENIE (UK) LTD On Site Service Visit
service.
8. Charges for each service are in the Price Terms.
Our responsibility to you
9. Unfortunately we cannot guarantee that we will be
able to solve all problems reported by you or that we will be able to
advise on all service related issues.
10. We are not responsible for:
a. any failures in the supported applications and operating systems;
b. repair or replacement of any equipment that we diagnose as faulty
during the service; or
c. your failure to correctly follow our advice and recommendations.
11. We recommend that you regularly back-up any stored data and store
any application software discs.
COMPUTER GENIE (UK) LTD
On Site Service Call Service Terms
What we provide
1. The service we agree to give you is:
a) a telephone based help facility giving you dedicated expertise to
answer queries or problems you may have with your hardware, operating
systems and applications;
b) a remote diagnostics facility to solve problems with any PCs that you
have registered with us;
c) a single point of contact for reporting faults; and
d) a remote 30 minute computer health check where you have chosen a
twelve month subscription only;
e) any other facilities as described at
http://www.compgenie.co.uk/onsitecall
To register your PCs for the service you will need to provide us with
details of the PCs you wish to have covered by the service.
2. The service is available from 8am to 11pm every day.
3. The service is a monthly subscription based service unless you choose
to take the pay per incident option described in paragraph 4.
4. The pay per incident option provides all the services described in
paragraph 1 but instead of a monthly subscription you will be charged a
one off charge for each call made.
5. We may ask you to give us access to your registered PCs using our
remote access facility to enable us to diagnose your computing problem.
We will ask you to grant us access on a session by session basis.
6. You are responsible for taking appropriate steps to maintain and
safeguard your IT system through, amongst other things, regular data
back-up, running current virus software and adopting other appropriate
security or maintenance procedures.
Things you need to know
7. The subscription based service is subject to a Fair
Usage policy (this is set out in http://www.compgenie.co.uk/homeitcall).
We will raise additional charges if we believe that you are using the
service excessively without good reason or because you are failing to
comply with paragraph 6.
8. The charge for each pay per incident session includes one forty five
minute call.
Our responsibility to you
9. Unfortunately, we cannot guarantee that we will be
able to solve all problems reported by you or that we will be able to
advise on all service related issues. We are not responsible for:
a) any failures in the supported applications and operating systems that
cannot be resolved using the service;
b) repair or replacement of any equipment that we diagnose as faulty
during the service; or
c) any consequences of your failure to correctly follow our advice and
recommendations.
Ending an agreement
10. You may end your agreement by giving us 30 days'
notice.
COMPUTER GENIE (UK) LTD
On Site Service Visit Price Terms
1. All prices quoted for these services are inclusive
of VAT except where stated.
2. The following charges for COMPUTER GENIE (UK) LTD On Site Service
Visit
|
COMPUTER GENIE (UK) LTD On
Site Service Visit Service
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Charge
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Note
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COMPUTER GENIE (UK) LTD On
Site Service Visit, Wireless Setup
|
£49.99
|
See note 1
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COMPUTER GENIE (UK) LTD On
Site Service Visit, Computer Setup
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£89.99
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See note 2
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COMPUTER GENIE (UK) LTD On
Site Service Visit, Computer Health Check
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£49.99
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See note 1
|
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COMPUTER GENIE (UK) LTD On
Site Service Visit, General Help
|
£49.99
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See note 1
|
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Charges for Additional Time, On
Site Service Visit and On Site Service Broadband Repair services
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Extra 30 mins (during normal
service hours)
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£19.99
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per 30 mins or part 30 mins
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Premium Extra 30 mins
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£20
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per 30 mins or part 30 mins
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COMPUTER GENIE (UK) LTD On
Site Service Visit – Appointment Options
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See note 3
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COMPUTER GENIE (UK) LTD On
Site Service Visit, Premium Appointment Surcharge
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£20
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COMPUTER GENIE (UK) LTD On
Site Service Visit, Express Appointment Surcharge
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£30
|
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COMPUTER GENIE (UK) LTD On
Site Service Visit, Priority Appointment Surcharge
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£50
|
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Note 1: This charge is based on the service taking one hour. Any
additional time will be charged at the relevant rate for additional
time.
Note 2: This charge is based on the service taking one and a half hours.
Any additional time will be charged at the relevant rate for additional
time.
Note 3: If you select a service during Premium, Express or Priority
Appointment hours you will pay the relevant surcharge in addition to the
usual charge for the service you have selected.
3. We may charge you if you miss an appointment. This
will be the same as the charge for the first hour of the COMPUTER GENIE
(UK) LTD On Site Service Visit.
4. Where we tell you that we are unable to provide the service at your
address, your order will be cancelled and we will not charge you for the
service.
5. There is no minimum period for either service.
6. If there are additional equipment and/or materials charges these will
be notified to you by the engineer during the visit.
COMPUTER GENIE (UK) LTD
On Site Service Call Price Terms
1. All prices quoted for this service are inclusive of
VAT except where stated.
2. The service has a minimum period of three or twelve months depending
on the subscription option you choose. If you end the service early you
will have to pay the rental charges for the remainder of the minimum
period.
3. The charge for the On Site Service Call three month subscription
service is £9.99 per month.
4. The charge for the On Site Service Call twelve month subscription
service is £8.99 per month.
5. The charge for the On Site Service Call Frequent User twelve month
subscription service is £19.99 per month.
6. The charge for the pay per incident service is £25 per incident.
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