Terms and Conditions
1. General
In consideration of the Contract agreed and undertaken by the {company_name}, L.E.A.D. IT Services shall endeavour to provide, support & maintain ICT services at {client_name}.
Support, maintenance and replacement plans require a full audit to be undertaken on system installation, workstations, software and servers so that a comprehensive support plan can be implemented. It is a condition that access to system (particularly server hardware, software and network infrastructure) be limited to L.E.A.D. IT Services staff and {client_name} staff agreed to be competent to undertake administrative duties. Names of members of staff who require full access to the network must be mentioned in the event of a network breach.
2. Preventative Support / Maintenance
During the support hours L.E.A.D. IT Services will ensure that all items of computer equipment (Workstations, Projectors, Monitors, Laptops and Printers) are checked and cleaned within the annual period. A record will be kept of any cleaning and maintenance performed on each device.
L.E.A.D. IT Services will liaise with {company_name} on an agreed installation date for any system & security patches that are required. All provisions to install them remotely will be covered before in-house installation becomes an option.
{company_name} is fully responsible for the proper care and housing of the equipment, correct reporting of any support calls and correct archiving of backups.
L.E.A.D. IT Services accepts no responsibility for problems caused as a result of poor housekeeping by {company_name}.
3. First-Line Support
This agreement is based upon first-line support via telephone / email / remote access (where appropriate). All such support calls, will be initiated by {company_name} and the service is available during the hours specified in relevant outline of contract (excluding annual shutdown period between Easter, Christmas and New Year).
L.E.A.D. IT Services will provide operational help and advice to {company_name} via Telephone / email / remote access as required. Such help will relate to operational queries only, Requests for software or hardware amendments/updates will be dealt with separately and changes will be made during in-house support hours.
4. Repairs / Support Calls
{company_name} has the responsibility to report any defect occurring to the system within 3-5 working days of the defect becoming apparent.
On receiving notice of a defect, L.E.A.D. IT Services will undertake remedial action, as appropriate, e.g.: telephone advice, e-mail support, remote access, repair visit, return of goods etc.
In the case of a hardware breakdown any replacement items which are supplied are covered by the terms of the manufacturer’s warranty, as applicable. Should the warranty be expired all replacement casts must be covered by {company_name}. L.E.A.D. IT Services will attempt a repair before recommending purchasing replacement hardware. L.E.A.D. IT Services has the option to replace equipment rather than repair if this is recommended by the manufacturer to be more appropriate.
Support/Repair visits shall be made on the basis outlined in the support hours. L.E.A.D. IT Services will endeavour to bring devices to its offices for repair should it require reinstalling of its software, hardware or additional purchased software or hardware.
5. Parts
a) Replacement of parts shall be made as necessary at support visits and/or repair calls, at manufacturer’s current prices. These are at the cost to the school unless obsolete stock is available at L.E.A.D. IT Services, where we will endeavour to save the school money by using unused parts/spares.
b) Replacement of consumables shall be made as necessary at support visits and/or repair calls, at manufacturer’s current prices. These are at the cost to the school unless obsolete stock is available at L.E.A.D. IT Services. We will be happy to sell our consumables at cheaper prices against other competitors where appropriate.
6. Exclusions
L.E.A.D. IT Services shall not be liable for the cost of repairing and damage to the equipment caused by:
a) Theft, fire, flood, accident, explosion, environmental or all other weather related acts;
b) Misuse of the equipment by the user or additions to the equipment not approved or fitted by L.E.A.D. IT Services;
c) Inspection, adjustment or repair of the system equipment by persons not in the employ of or agreed by L.E.A.D. IT Services.
7. Additional Support Charges
Additional support chargers are applicable for all other major callouts outside of the agreed support hours. These charges will be agreed upon investigation of fault and cost for repair.
Additional support can be made out of core hours if fault is deemed an emergency.
8. Entry of Premises
{company_name} shall allow all necessary access to their premises to enable the L.E.A.D. IT Services to carry out services and repairs as agreed. L.E.A.D. IT Services shall comply with the requirements of the Client in the matter of ensuring the identity of any engineer or other person requiring to be admitted to the Client’s premises in connection with the Agreement.
9.Termination
The Agreement shall remain in force for five years from the date of the acceptance by {company_name}. Cancellation by either {company_name} or L.E.A.D. IT Services can be done within 30 days of the agreements cease date. Should these cease dates be missed the contract is automatically renewed on a 1 year rolling contract to ensure the school is supported. Should the school convert into an Academy, the contract will also transfer into the new legal name and continue for the remainder of the contractual period.