IT Support & Managed Services for Bakeries

Definitions & Summary of services

It’s important that we clearly define the scope of the services we offer to avoid misunderstandings and disputes. While we will endeavour to help you in any way we can, we have standard restrictions & exclusions that are not included in our managed IT services.

1. Add, move, change” (AMC) work: The service plan is aimed at keeping your systems running, keeping them secure and minimising downtime. We’ll cover those things in your plan. Beyond that, AMC work refers to changes made to an organization’s IT infrastructure or systems, such as adding new hardware or software, moving existing hardware or software to a new location, or making changes to existing hardware or software configurations. Our standard hourly rate is charged for all major AMC work. (minor work may include adding a new user to a server or creating a new email address)
2. Legacy software and hardware: At our discretion, we may not offer support for outdated or unsupported software or hardware, as this can be resource-intensive and not cost-effective.

3. On-site support: There may be times that this will be included but normally we charge your standard hourly rate for on-site support. On-site support involves physically going to the client’s location to troubleshoot and resolve technical issues. This type of support can be resource-intensive, and is not included in the standard managed IT services contract. 

4. Data migration & Data Recovery: We do not include data migration or data recovery services in our standard packages. A set fee for these types of projects will be discussed before commencement. Data migration & data recovery involves transferring data from one system or platform to another, and can be complex and time-consuming.

5. Training: We are always around to provide advice and quick tips but lengthy training is not included in out standard services. Training can be booked and is charged at our standard hourly rate. Training can be an important aspect of IT support, but it can also be time-consuming and costly. 

Service Hours

Business Hours Monday to Friday 08:30 to 17:00
Outside Hours All other hours & public holidays

Fair use policy

We may apply our Fair Use Policy where in our reasonable opinion your usage of our Services is excessive and/or unreasonable as detailed in this paragraph.

We have developed our Fair Use Policy by reference to average client profiles and estimated client usage of our Services.

If your usage of our Services materially exceeds estimated use patterns over any month, or is inconsistent with normal usage patterns, then your usage will be excessive and/or unreasonable.

If your usage is excessive and/or unreasonable you may be contacted to advise that your usage is in breach of our Fair Use Policy.

We may then request that you stop or alter your usage to fall within our Fair Use Policy.

If your excessive or unreasonable usage continues after receipt of a request to stop or alter the nature of such usage, we may without further notice apply charges to your account for the excessive and/or

unreasonable element of your usage; suspend, modify or restrict your use of the Services or withdraw your access to the Services.

Exclusions

Computer Emergency will always do everything possible to rectify every issue in a timely manner; however, there are exclusions which are not covered by the SLA and thus treated as additional support items. This proposal does not cover:

• Any hardware, software, services, information and data or other parts of the IT environment not managed by Computer Emergency.
• Issues caused by using hardware, software, services, information and data or other parts of the IT environment in a way that is not recommended.
• If you’ve made unauthorized changes to the configuration or setup of affected, hardware, software, services, information, data or other parts of the IT environment.
• If you’ve prevented Computer Emergency from performing required maintenance and tasks related to the management of the IT environment.
• Issues caused by unsupported hardware, software, services, information and data or other parts of the IT environment.
• Any 3rd party hardware supplier/vendor unable to supply equipment replacement parts.
• Computer Emergency does not provide product warranties. Product warranties are provided by the vendors and are subject to the vendors warranty statements.
• Although Computer Emergency co-ordinates the replacement of faulty parts with Vendors on your behalf, all device replacement parts are covered by Vendor’s warranty.
• Loss of profit due to loss of data, information, software or hardware.
• Any hardware not purchased from Computer Emergency is subject to the warranties and terms of the supplier of that hardware, this we do not cover.
• Any workstation that is not up to the latest Operating system level will be upgraded, if possible, to the latest version at an additional charge, subject to age and condition of the hardware and any application specific role that this device performs.
• Any mission critical device, such as a server or backup device, that is out of Manufacturer Warranty will be renewed immediately. We have direct access to sell all manufacturer’s warranty for all vendors.

Any project work that is not included in the scope of works will be charged separately on a project-to-project basis. New hardware additions to an existing infrastructure under a managed service agreement will be charged as per the Service Summary and Fees schedule.