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Support

Remote Support

A remote support service is available, contract renewable annually. If needed, Colbek Systems support staff can dial into your computer system and provide assistance. The remote support service allows us to solve a variety of problems very quickly and efficiently.

Evening/Weekend Support

Support can be arranged for evenings or at weekends to cover special projects requiring the assistance of Colbek personnel via the telephone or on-site.

On-Site Support/Troubleshooting

Available to companies requiring assistance in solving problems on their computer systems.

A typical Hardware and software maintenance contract

An annual fee provides a fast response, fault diagnosis, and loan equipment in the event of machine failure.

This system has proved popular among our customers. Most standard warranties and support contracts cover repairs to the hardware only. The disadvantage is that if the server hard disk were to fail or become corrupted the network operating system would need to be re-installed.

Following a hardware fault the customer may then be faced with spending hours on the telephone trying to re-install or reconfigure software. Our engineers are used to dealing with both hardware and software faults. The maintenance service covers everything that is needed to get the user working.

Servers, Cabling system and hubs

• 4 working hour response time
• Hardware and software support (network operating system)
• Network cabling system support including hubs
• Fast installation of loan equipment (server or switching hubs) in the event of faults that cannot be repaired in a reasonable time on site.
• Re-installation of server and network operating system following a system failure.

Workstations and printers

• 8 working hour response time
• Hardware and software support
• No charge for diagnosis of fault or estimate of repair. Following diagnosis and estimate, we will repair the system or you can choose to have the repair performed elsewhere (When parts are not covered under our contract).
• Assistance with reloading application software (following data corruption due to system failure) and returning the system to a usable state.
• Fast installation of a loan PC or printer in the event of faults that cannot be repaired in a reasonable time. (Loan period limited to 5 days if repairs are to be performed by a third party)

Software

Support with user queries for:

• Server operating system
• Workstation operating system
• Microsoft Office
• Resolution of software issues in conjunction with 3rd party software providers

Level of support

In all cases we will provide telephone support with software or hardware problems and on-site support in the event that problems cannot be solved over the telephone.

Exclusions

In some cases your hardware will be covered under the manufacturers warranty. Loan equipment will be supplied, while repairs are undertaken by the manufacturer/supplier.

New equipment and setting up associated with new equipment is considered to be new work and will be charged at our usual hourly rate. Once setting up is complete then we will be pleased to include the equipment in our maintenance agreement.

When computer settings have been changed by users, resulting in system failure, we reserve the right to make a charge for repair (with prior agreement).

Consumables are not classed as maintenance e.g. Laser printer toner, fuser roller, drum.

Resolution of Internet and Email problems caused by the Internet Service Provider or telecoms carrier will be charged at our prevailing hourly rate.

Preparatory survey

A full back up of your system will be taken and maintained at our premises together with a set of hardware that can be used to make your system fully operational in the minimum of time. To ensure that we suffer the minimum delay, we will visit and perform a 'dry run' to simulate our actions in the event of a disaster on the server and so that we are aware of any potential problems.

Prior to commencing the contract we will perform a survey of your hardware and ensure that we hold suitable loan equipment at our premises to ensure fast recovery and minimise downtime.

Ongoing system support

Periodic visits will be made to monitor the running of systems and to advise where necessary on updates, procedures, and potential areas of failure.