Andrews & Arnold Ltd
BRACKNELL
The following support contracts are available for most telephone systems we supply, firewall products, servers and for some other products. These are the general types of support available and associated terms.
It is important to realise that, whilst we fully accept responsibility for equipment and services we supply, we do limit liability and provide specific remedies for failure. Even a phone system which may be critical to your business will not have an automatic support contract. With no support contract, if it breaks, the remedy is that you send it back for repair and we repair it and return it to you, same as if you had bought a toaster.
For this reason we offer a number of levels of specific support contract as outlined below. We recommend that for phone systems customers take at least the Bronze level of support. We typically include one month of Bronze support in the installation price for a phone system.
Ad hoc telephone/email support is available at a charge of £50.00+VAT per incident, plus any replacement parts and shipping costs (if not covered by warranty).
This includes remote diagnosis, reconfiguration, etc, and relates to one identifiable issue as defined by our technical support engineers. An incident may represent many calls or emails over several days until it is resolved, as well as liaison with manufacturers.
We can decline to provide support on this basis if we wish, on a per incident basis.
This covers most things we can do remotely without leaving the office. This includes telephone and email support.
It is not always possible to answer queries immediately and the target initial response time its 4 working hours.
Support is limited to 100 incidents per year, after which a new years support can be taken out.
Technical support staff will explain configuration issues, and make necessary changes remotely. Any problems in configuration, operation or software which can be rectified remotely are included in support. Remote upgrades, and talking customer through local upgrade procedures on the phone are also included.
This is not intended to be used for every minor reconfiguration, but to support where things are not working or the customer is unsure how to do something for the first time. Reconfiguration does not include any design or development work (i.e. anything that takes more than 30 minutes).
Where several support issues indicate that training is required then technical support staff will recommend suitable training, and attendance becomes a requirement for the support to continue once the next training course has been run.
Training courses are normally chargeable. At our discression we may choose to update any additional configuration software (such as asterisk web config tools) to include commonly requested configuration charges and so minimise support required.
Where possible the technical support staff will attempt to rectify the problem.
Where the issue is one that requires the manufacturers to make a change or provide a workaround then technical support will liaise with the manufacturers - but no overall times can be guaranteed for this.
It is a condition for this support that we have direct IP access to servers or phone systems from our network (e.g. root ssh, and http).
You may, if you wish, provide access only when required for a support issue, but any delay in providing access will not be part of our target response times. We recommend to allow our ranges of IPs, as we advise at the time, through any firewalls to phone systems or servers to allow appropriate access.As a rough guideline, Bronze support will be charged around 10% of the new equipment cost per year. Please ask for an exact quote. Typically, one month of Bronze level support is included in all new installations.
This includes Bronze telephone and email support, but where the technical support staff believe equipment covered is faulty then next day courier delivery of replacement equipment is included. For an additional one-off fee per occasion same day courier is sometimes available.
The supplied equipment may be refurbished or may be loan equipment until faulty equipment is repaired. Loan equipment may be a different model or physical construction providing it can provide the necessary facilities.
No repair costs apply unless damage/failure is due to misuse or neglect.
As a rough guideline, Silver support will be charged around 20% of the new equipment cost per year. Please ask for an exact quote.
This includes Bronze telephone and email support, but where the technical support staff believe equipment covered is faulty then on-site engineering support with replacement equipment is provided.
The target is 4 working hours on-site from when it is determined that an on-site visit is required.
The supplied equipment may be refurbished or may be loan equipment until faulty equipment is repaired. Loan equipment may be a different model or physical construction providing it can provide the necessary facilities.
No repair costs apply unless damage/failure is due to misuse or neglect.
This level of cover is not always available, depending on location. Our target times will depend on transport constraints from our Bracknell office.
Gold support is not an alternative to providing suitable remote access to servers. If our staff do not have access, then they will not be able to tell if an on-site visit is necessary and so this may delay dispatch of an engineer.
As a rough guideline, Gold support will be charged around 30% of the new equipment cost per year. Please ask for an exact quote.