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On Site Maintenance - Standard Terms & Conditions
The following terms & conditions are applicable to all maintenance contracts ;
ExpertsInStorage.com is not responsible for any loss of data from any equipment covered under contract under any circumstance.
Any maintenance contract covers the actual hardware only, data recovery, data restore or data backup, both prior to repair, or after repair is not covered, although these services are sometimes available they are chargable at our current standard hourly rates. (Available upon request) If additional equipment is required to provide these services, it will only be provided on a rental basis. No equipment for the purpose of data recovery, date restore or data backup prior to or after repair of equipment covered under contract is provided as standard.
It is the sole responsiblity of the customer to ensure that a suitable backup strategy is in place for the recovery of data. ExpertsInStorage.com is not resposible for both the backup, or recovery of data.
Any equipment being repaired may require a factory reset, or if replacement parts are being used, may have to be reset in order to effect a repair. In these cases any data held on the unit may or could be lost. ExpertsInStorage.com is not responsible for any data loss from any equipment however caused.
ExpertsInStorage.com is not responsible for any financial loss from the direct or in direct result of failure of equipment, or loss of data from any equipment covered under maintenance contract.
PLEASE ENSURE THAT YOU HAVE FULLY TESTED ANY BACKUP / RESTORE STRATEGY PRIOR TO ANY HARDWARE FAILURE, EVEN IF THE EQUIPMENT IS COVERED UNDER CONTRACT.
We cannot stress the importance of regular data backups. Often the data held on your hardware is worth several times that of the actual hardware, so please ensure that it can be restored after a hardware failure.
Physical Damaged Equipment / Improper Use :- ExpertsInStorage.com offers no onsite maintenance cover for any equipment that is damaged in any way, through improper use, failed customer repair, unauthorised customer upgrade, or accidental damage to the equipment however caused. Any equipment that is classified as damaged will only be repaired on a chargeable basis.
Chapter 11 / End Of Life Product / Not Econimically Viable Repair :- ExpertsInStorage.com will use its best endeavours to try and advise its customers that certain equipment is no longer repairable due to any of the following;
1. The manufacturer of the product covered under contract is no longer in business.
2. The product covered under contract has been made an end of life product by the manufacturer.
3. The repair will cost more than the actual value of the product covered under contract.
4. Suitable replacement parts are no longer available from the manufacturer in order to complete an effective repair.
In any of the above circumstances ExpertsInStorage.com offers no guarantee of a repair or replacement equipment, but can only use its best endeavours to provide a suitable solution or repair.
Hot Swap Disk Failures : ExpertsInStorage.com does not provide an engineer response under any maintenance contract to cover simple hard disk failures, where the hard disk or disk(s) in question are fitted into the equipment covered under any form of maintenance contract in a "hot swap" procedure. ExpertsInStorage.com will provide a replacement hard disk or disk(s) by courier delivery and it is then the responsiblity of the customer to change the faulty hard disk for the new replacement. The customer should adhere to the procedure as detailed in the product manuals for hard disk replacement. ExpertsInStorage.com will then arrange for the collection of the faulty hard disk or disk(s) within 72 hours of the delivery of new replacements. If for any reason the faulty hard disk or disk(s) cannot be returned to ExpertsInStorage.com the customer will be charged the current RRP pricing for the hard disk or disk(s).
Equipment Firmware Issues & Updates, Product Compatibility :- ExpertsInStorage.com will notify the equipment manufacturer of any equipment covered under maintenance of any firmware related or compatibility problems that cause any type of failure of any equipment covered under contract. ExpertsInStorage.com is not responsible for providing replacement equipment, for any loss of data from any equipment, any financial loss however caused or the recovery of any data through firmware related issues or updates or product compatibility.
ExpertsInStorage.com is not responsible in any way for any financial or other loss from the direct or in direct result of failure of equipment, or loss of data from any equipment covered under maintenance contract.
PLEASE ENSURE THAT YOU HAVE FULLY TESTED ANY BACKUP / RESTORE STRATEGY PRIOR TO ANY HARDWARE FAILURE, EVEN IF THE EQUIPMENT IS COVERED UNDER CONTRACT.
Equipment Firmware Issues & Updates :- ExpertsInStorage.com will notify the manufacturer of any equipment covered under maintenance of any firmware related problems that cause any type of failure of any equipment covered under contract. ExpertsInStorage.com is not responsible for providing replacement equipment, for any loss of data from any equipment, any financial loss however caused or the recovery of any data through firmware related issues or updates. ExpertsInStorage.com is not responsible for provinding customers with, or providing the service of firmware updates for any equipment covered under maintenance.
Opening Times :- We are open Monday thru Friday, 9am to 5pm. Excluding all public holidays & 24th - 31st December. All requests for maintenance cover must be made during our standard opening times. Call response times will only be calculated from our standard opening times.
Discounts & Refunds :- No discounts or refunds for maintenance contracts will be given under any circumstance.
Equipment Covered :- All parts and labour are covered for the duration of the onsite maintenance contract.
How It Works :- Upon discovering a fault within your equipment, notify us by telephone or via the Help Desk section within your account. Please ensure that you have the model, serial number and purchase date for your equipment prior to contacting us. Your details will be taken, and an engineer will contact you directly within 2 working hours, to confirm that you have a fault and analyse the actual equipment that needs to be repaired. You may be asked to run some tests in order to diagnose the fault.
Upon confirmation of a fault, ExpertsInStorage.com will use its best endeavours to provide an onsite engineer response on a next business day basis. ExpertsInStorage.com will make additional charges for an engineer response on a same day basis. Our current rate for a same day engineer response is £200. All charges quoted exclude VAT. Once onsite, the engineer will use their best endeavours to provide a fix to the problem. In the unlikely event that the equipment needs to be removed from site for repair, ExpertsInStorage.com will use its best endeavours to provide suitable replacement equipment. Replacement equipment cannot be guaranteed. ExpertsInStorage.com will use its best endeavours to return any equipment that is removed from site within 10 working business days.
Maximum 15 Minute Waiting Time :- ExpertsInStorage.com books its engineers on a morning (9am to 12pm) or afternoon (1pm to 5pm) basis. It is the responsibility of the customer to ensure that a suitable person is available who can provide access to the equipment covered under contract. This person must also be able to provide assistance in the resetting of any equipment, or removal of users from any equipment that may be required. If no person is available for our engineer to gain access to the equipment covered under contract, or be able to reset the equipment, our engineer will wait a maximum of 15 minutes. After this period the engineer will either request a purchase order to cover the waiting time (current rate £2.50 per minute, waiting time charge starts on the 16th minute) or will leave the site. If the engineer leaves the site another appointment will have to be made, and it is at the discretion of ExpertsInStorage.com as to whether any further site visit will be chargable. All charges quoted exclude VAT.
Congestion Charge :- Any site visit that involves a ExpertsInStorage.com engineer entering any congestion charge zone incurs a "Congestion Charge" fee. ExpertsInStorage.com currently charges a fee of £24.95 + VAT to cover the administration and any actual congestion charge. (This charge is not fixed and may alter depending on congestion charges in the future) Congestion Charges are charged on a per visit basis. All charges quoted exclude VAT. You will be automatically invoiced for any congestion charge, on a 30 day net basis. Failure to make prompt payment will place your contract "on hold" and no further service calls will be made until full payment has been received.
UK Mainland Coverage & Excess Mileage Rate :- ExpertsInStorage.com standard onsite maintenance contracts cover equipment that is within a radius of 150 miles of Bracknell, Berkshire. All sites must be within the UK mainland. Any site that is over this distance will be charged our excess mileage rate for onsite visits. (This rate is currently set at £1.50 per mile for full or part mile over 150 miles) The maximum distance that we cover is 400 miles radius of Bracknell, Berkshire. All mileages are calculated using the AA online route planner. ( http://www.theaa.com/travelwatch/planner_main.jsp ) This link may change and is not guaranteed. We will however will always try to utilise the AA for mileages. Some example mileages include ; Birmingham 106, Bradford 215, Chester 193, Liverpool 212, Leeds 208, Manchester 200, Sheffield 179. Therefore a service call to Manchester would incur an excess mileage charge of 50 x £1.50 = £75.00. Excess Mileage is charged on a per visit basis. All charges quoted exclude VAT. You will be automatically invoiced for any excess mileage charge, on a 30 day net basis. Failure to make prompt payment will place your contract "on hold" and no further service calls will be made until full payment has been received.
Onsite Maintenance Periods & Commencement Dates :- Contracts commence from the date of delivery of new equipment, or renewal date, and periods vary from 12 months to 36 months. Please contact us if unsure about any particular piece of equipment.
Onsite Maintenance Contract Extensions :- Some onsite maintenance contracts can be renewed, subject to certain conditions. You will be notified 30 days prior to the expiry of the contract and a renewal notice will be issued. Once the contract expires, extensions are not available.
Experts In Storage are not responsible for providing customers with, or providing the service of firmware updates for any equipment covered under any maintenance contract. These services are available but are chargeable at our standard ad-hoc maintenance rates.
Discounts & Refunds :- No discounts or refunds for maintenance contracts will be given under any circumstance.
Equipment Covered :- All parts and labour are covered for the duration of the onsite maintenance contract.
