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Terms of Business – Domestic clients Regular support (on site) Support
£30.00 per hour billed in whole hours on site. Ad hoc support (off site)
£30.00 per hour billed in quarter hours. Training is fully bespoke and on client’s own system. Two people may participate. No charge to adapt standard programmes to client’s systems. £30.00 per hour billed in whole hours. £275 for 10 hour lesson plan paid in advance (approx 10% discount). Subscription Plan A Intended to give regular access to help and advice, both on and off site. This Plan assumes you will want to have full control over what you do on your own systems. Provides at no charge
£30.00 per month by regular standing order. Plan B Intended to give access to lots of help and advice, both on and off site. This Plan assumes you will want a high level of assistance, and that you will want us to monitor what you do. Provides at no charge
Emergency recovery from complete system failure is charged at half the Regular Support rate. Some conditions apply. £55.00 per month by regular standing order. £550.00 per year paid in advance (12 months for the price of 10). Consumables and equipment We will be pleased to offer advice and help in replenishing supplies and upgrading your system. There is no charge for discussing day-to-day consumables, but there will be a charge on an Ad Hoc basis for research and advice on upgrades and replacements. All materials purchased on client’s behalf will be at prices competitive with the High Street (eg Dixons, PC World) plus 10% handling. Unless in exceptional circumstances there is no charge for time spent in ordering, collection and delivery. Installation and commissioning at Regular Support rate. Quality and Service We offer a premium, personalised service at a reasonable price. It is not our intention to be the cheapest. We are experts in what we offer with considerable experience in building and maintaining PCs, in Windows software and in Training. Our service is professional, even for our domestic clients. The person dealing with you at any time will be suitable for the occasion. Modern consumer PCs are not guaranteed failure free, and software does not always operate flawlessly. You are perfectly entitled to change your system as you wish, and this may have unexpected effects. Our first assumption when things go wrong will be that we have made a mistake. Genuine mistakes will be rectified without charge. Where we can show that the fault is not ours (for example we have not installed the software or provided the equipment) we will offer an estimate for correction. No chargeable time will be spent without your agreement. We cannot offer a guaranteed response time since you will appreciate that commitments to other clients must be honoured. However, we will treat as urgent any fault notified to us. An assumption we make is that your system is not used for business purposes, and that problems may be inconvenient but have no material impact. Everything supplied by us will be top quality, branded products, to a specification appropriate to your requirements. Anything supplied on our recommendation and found to be inappropriate will not be charged to you, although other costs may still apply for installation & commissioning. An allowance may be made to offset costs to do with further attempts to resolve the same issue. Where you wish to commission special or bespoke work, we will discuss and document your requirements, and our obligations to you, before work is commenced. This will include an estimate of likely timescale, and any other possible costs. We will not deviate from this without agreement from you. Payment Subscriptions are payable monthly in advance. Subscription clients will be billed accumulated other costs monthly in arrears, with settlement due within 10 days. Standard terms for Regular Support and Training are billing and payment due on completion of each on site session. Standard terms for Ad Hoc Support are:
Recommendation If you recommend Voyager to a new client who requests and pays for at least four hours support we will be pleased to offer Either refund of half one month’s subscription; Or one hour free support on site. VAT VAT (currently at 17.5%) is included in all fees.
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