Support Contracts

For definitions and full terms and conditions, please read our standard terms and conditions of trade here.

Type A - Standard Call-Out Support	£0 pcm
We endeavour to provide Next-day Response for any Critical Problem for two business-days response for any other Non-Critical Problem. However as there is no premium, no penalties are enforceable, and no guarantee is provided that the response will be the same/next day. We strive however, to always respond on the same/next day and expect that this will be achieved 90% of the time. Our standard rates are £40/Hour for 'Business Hours' and £50/Hour premium rate outside of this. Daily rates available on application. Installation and Administration Installation of computer and network equipment, as well as network administration etc, shall be charged in accordance with one of the following methods:     1) Time and Material Basis - All installations and network administration will be charged at an hourly rate of £40 per hour (minimum charge 1 hour and 30 minutes intervals thereafter).     2) Quote per Job Basis - Each installation or administration job will be separately quoted on and a fixed price negotiated before any work takes place. Conditions Travelling expenses will be charged at the rate of £0.40 per mile for Customer's sites that are outside a 5 mile radius of our offices at 30 Torquay Road, Kingskerswell. This rate will be charged to cover the round-trip journey between Torquay and the Customer's site. No charge is made for travelling time.
Type B - Enhanced Subscription Cover	£50 pcm
This provides guaranteed response times and a discounted hourly rate of £40.00. It entitles the customer to a reduced rate for 'out-of-hours' support of £50.00 subject to availability. Conditions This Agreement only covers normal business hours as defined in our terms and conditions. The general conditions below apply. Penalties This Agreement is covered by the penalties that may be levied as described under penalties section later in this Agreement.
Type C - Prepaid Admin Cover	£75-£960 pcm
This provides guaranteed response times and discounted hourly rates together with inclusive hours. It entitles the customer to a reduced rates for 'out-of-hours' support and waiver of travelling expenses within 30 miles of our offices. Any additional hours required in a month are further discounted as per the schedule below. 25% of inclusive hours may be rolled over to the next month if unused. This type of contract is intended for small companies who have no internal IT support or larger businesses that require 'top-up' hours to complement their own internal IT staff. Contract Hours Included Effective Rate Standard Hours Additional Hours Discounted Rate Response Time (Critical / Non) Cost per Month Type C - Starter 2 £37.50 £37.50 4/8 Hours £75 Type C - Bronze 4 £37.50 £37.50 4/8 Hours £150 Type C - Silver 8 £35.00 £35.00 4/8 Hours £280 Type C - Gold 16 £30.00 £30.00 2/8 Hours £480 Type C - Platinum 32 £30.00 £27.50 2/4 Hours £960 Out of hours support is available at a £10 per hour surcharge - thus a Bank Holiday callout for a 'Gold' customer would be charged at £10 per hour over and above any 'prepaid hours' rather than the standard rate. Conditions This Agreement only covers normal business hours as defined in our terms and conditions. The general conditions below apply. Penalties This Agreement is covered by the penalties that may be levied as described under penalties section later in this Agreement.
Type D - Prepaid Hourly Support Agreement (with Roll-Over)	From £380
This Agreement provides for Same-Day Response for any Critical Problem, while all Non-Critical problems will carry a Next-Day Response. There are 6 different levels of hours that may be purchased on an annual basis. Any hours not used in the specific year can be carried forward to the following year on purchase of any of the roll-over hours for the following year - up to a maximum of 25% or the purchased hours. Any roll-over hours not used in the succeeding year shall expire. Roll-over hours carried forward shall count towards the total used before the current year's hours. On each call-out the first hour, or portion thereof, shall count as a full hour of used time against the total purchased time. Any time used that exceeds the first hour of each call-out, shall be offset against the total purchased time on a half-hourly basis. Telephone support is provided free of charge and shall not count towards the hourly usage. Remote support if provided shall count towards hourly usage as if the support had occurred onsite. 10 Hours annually £380 20 Hours annually £740 40 Hours annually £1440 60 Hours annually £2040 80 Hours annually £2560 100 Hours annually £3000
Agreement Conditions This Agreement only covers normal business hours as defined in our terms and conditions. If additional hours are required in the same year as the original hours were purchased, then either a new block of hours, valid for one year from date of purchase, may be purchased at the rates set above, or alternatively, additional hours can be added to the current hours purchased as a difference between the original amount paid and the amount for the total number of hours required in the year (this alternative is only available in the first 10 months of the current year). Any additional hours purchased shall be subject to the same Terms and Conditions as set out in this Contract and our standard terms and conditions. Monthly, quarterly or annual payments will be accepted to cover the hours purchased. Travel time is not counted towards the time to be offset against the hours purchased. No additional charges shall be levied for any mileage in order to be onsite. Penalties This Agreement is covered by the penalties that may be levied as described under penalties section later in this Agreement.
Type E - Callout Vouchers	From £250
This Agreement provides a set number of pre-paid call-out vouchers. It does not include any penalties. However, Critical Problems will carry a Same-Day Response, while all Non-Critical Problems will carry a Next-Day Response. These vouchers remain valid for a period of 3 years. Each voucher is only valid for one call-out, however, a call-out may consist of numerous problems which need resolving, as long as the problems are all reported at the same time either prior to the engineer arriving at site, or whilst the engineer is onsite. Each voucher is valid for up to 3 hours of labour time per call-out. The cost of the vouchers is as follows: 2 Vouchers £250 5 Vouchers £550 10 Vouchers £1000 Conditions This Agreement only covers normal business hours as defined in our terms and conditions. Should a call-out exceed the 3 hour limit, then either another voucher can be redeemed for the next 3 hour period, or alternatively an hourly rate of £40 shall be charged for each hour spent resolving the issues past the initial 3 hour period.
Type F - Bespoke Software and/or hosting provision and support	£ P.O.A.
This provides same-day response for any Critical Problem and next business-day response for any other Non-Critical Problem. This agreement type is specific to provision of bespoke solutions, including (but not limited to) customised database or process solutions, web hosting and other such services where the Supplier has specifically authored or tailored a solution or agreed to support a such a solution provided by a third party. The rates that will be charged for support outside of these standard terms are £45/Hour normal business hours, £70/Hour all other times, and £0.40 per mile round trip (first 10 miles free) if a site visit is included. Development Conditions Where bespoke software and/or solutions are undertaken by the Supplier an anticipated cost and timescale will be provided, together with a detailed project plan. Any errors or omissions must be notified by the Customer prior to commencement of work otherwise additional costs may be levied as incurred by the Supplier for any reworking of partially completed code/solutions. In the event of a staged payment for development time, the Supplier reserves the right to cease any further work where any sums due are outstanding. If this occurs after the delivery of the project, the Supplier reserves the right to withhold support and even to remove or otherwise disable the software or solution. Where such bespoke software or solutions are deemed to be Critical to the Customer's business activity and a support fee is paid, a 4-Hour response time will be assumed unless otherwise specified. For non-critical problems a next-business day response will apply. Development Penalties In the event that a project is delayed for any reason whatsoever, the Supplier shall not be held liable. Any compensation shall be limited to deduction of a proportional amount of the development cost and only where any delay is proved to have been avoidable by the Supplier. Support / Liability 1. Where any failure of the software or solution is found to be due to an inadequacy of coding on the part of RCC Data Systems Limited (or that of its agents) affecting normal operation within the use(s) for which the software or solution was designed: the Supplier will make good the code without cost to the customer within such a timescale as is deemed fair and reasonable by agreement with the Customer under the support agreement. Where a support fee is due as an integral part of a solution, this must be fully paid up before the Supplier will accept such responsibility or undertake any such work. (This fee may be accepted retrospectively at the discretion of the Supplier.) 2. In the event that any such failure is due to alterations in operational use, including (but not limited to) replacement or reconfiguration of hardware or software, variation of data structure or other procedural amendments: the Supplier will endeavour to amend or upgrade the software or solution within as shorter a timescale as possible at a cost agreed with the Customer. Where this is applicable, a reduced 'development rate' will be applicable providing that any support fees due are fully paid at the time the problem is first reported to the Supplier. Support Conditions This Agreement only covers normal business hours as defined in our terms and conditions. Should the problem be unable to be resolved remotely and it becomes necessary to go onsite to resolve the problem, then the rate shall be at a reduced standard rate of £40 per hour or part thereof, plus £0.40 per mile for the round-trip journey between Torquay and the site (first 10 miles free). Support Penalties Penalties under this agreement shall be limited to the re-imbursement of an apportioned amount of the support fee and as defined under the penalties section later in this Agreement.
Type G - Remote Support Agreement	From £125 pcm
The monthly charge for this Agreement covers the labour for any remote administration, faultfinding or other remote maintenance work. It also covers any required telephone support to assist with any computer related issues.
Remote Network Support	£125 pcm
Provides Same-Day Response remotely (dial-in or telephone) for any Critical Problem. Provides Next-Day Response remotely for any Non-Critical Problem on the server, computers or network.
Onsite Server Support Option	+£55 pcm
This option provides extra cover that, in the event that a Critical Problem on the server is not able to be resolved remotely, then onsite support will be delivered on a Same-Day Response basis without any charges being incurred for the onsite support (first 3 hours of labour charge only, thereafter a reduced standard rate £40 per hour)
GENERAL CONDITIONS (All Contract Types)
The conditions specified here apply to all the different Agreement options specified above. 1. If a Customer's site is in excess of 100 miles from Torquay, Devon, and it becomes necessary for overnight accommodation, then a charge of £80 per night will be payable. 2. Any Hardware Support provided or specified only includes the cost of labour for the diagnosis and resolution of problems and faults, and does not include any hardware replacement, repair or courier costs. 3. Any Software and Network Support provided or specified only includes the cost of labour for the diagnosis and resolution of problems and faults, and does not include any software replacement or courier costs. 4. Any call-outs outside the set Agreement hours will be charged at £40/£50 per hour as appropriate, with a minimum charge of £40 per call-out, unless otherwise set out under the specific Agreement Conditions. This charge may be waived or decreased at the discretion of the Supplier after consultation with the Customer. 5. All amounts stated in this agreement are subject to VAT at the standard rate (currently 17.5%). 6. Installations shall be completed within ten (10) days of the confirmation of the quotation acceptance unless otherwise specifically agreed. 7. If any drilling is required in walls for cable access purposes, the Customer must obtain the necessary permissions from the landlords prior to drilling commencing. The Supplier shall not be held liable for any damage, whatsoever, that occurs due to any drilling or laying of cables. 8. Normal Business Hours shall be deemed as between 9am and 6pm for the purposes of this agreement.
PENALTIES
The penalties shall be enforced at the discretion of the Customer, after consideration of all the relevant facts. The penalties are to ensure that the Supplier maintains the correct levels of response times. This section only applies if so indicated under the specific Agreement option. The first occurrence of a response time not being met shall incur no penalty. The Supplier shall advise the Customer timorously of the fact that the response time will not be met, and the reasons for the delay. The second occurrence of a response time not being met shall incur the following penalties:     Critical Response Times - a penalty of £15 per hour for every hour past the maximum response time limit, up to a maximum of 8 hours     Non-Critical Response Times - a penalty of £30 per day for every day past the maximum response time limit, up to a maximum of 3 days The third and all subsequent occurrences of a response time not being met shall incur the following penalties:     Critical Response Times - a penalty of £25 per hour for every hour past the maximum response time limit up to a maximum of 8 hours     Non-Critical Response Times - a penalty of £30 per day for every day past the maximum response time limit, up to a maximum of 3 days In the case whereby as a direct or indirect result of the Supplier being delayed, prevented or hindered in the meeting of a response time under this Agreement, due to any circumstances beyond its control including (but not limited to) an act of God (e.g. fire, flood, earthquake) or events such as riots, strike, accident, etc, the above penalties shall not be enforceable, and shall not count as a failure to meet a response time.