Terms and Conditions
Current rates - Ptnsystems currently charges £34.00 per hour to private customers for IT support work and £40.00 per hour to business customers and private customers who need preferential response times. Our graphic design and web services cost £32.00 per hour. All our prices are subject to VAT at the current rate and we have a minimum charge of 0.5 hours for all work carried out. Work agreed outside of our normal working hours and at weekends will be charged at double time. We do not have a call out charge and travelling time is charged as per our hourly rates. Our billing reflects total time spent working on our clients' problems and requests, including: meetings, telephone conversations, sourcing hardware and software, product research, and/or consultation. Please call if you are in any way unsure of our charges.
Payment - All invoices must be paid with 14 days unless by prior agreement, all overdue payments will be subject to a daily administration fee of £2 per day.
Data - Ptnsystems will make every possible effort to preserve their customers' data, however due to the unpredictable nature of PC's we are unable to make any guarantee whatsoever that data will be intact after the computer(s) have been repaired or tested. The customer agrees not to hold PTNSYSTEMS LTD. responsible for any loss or damage to data as a result of repairs, upgrades or any other services carried out on their computer(s) or network. Please ensure you have all valuable data backed up prior to the commencement of any works and all serial numbers/activation codes and installation CD's available, should they need to be re-installed at any time.
Introduction - Purpose of Document: The purpose of this document is to outline the general terms and Conditions offered by Ptnsystems Limited to its clients.
Definitions: Supplier: Ptnsystems Limited Company Number: 4999632 Client: The Company, (via Authorised Representative) or Home User.
Working Hours: Working hours are 09:00 hrs to 17:30 hrs GMT, Monday to Friday, excluding UK Public Holidays.
Language: Support Language is English.
The Contract - Acceptance: It is deemed that you have read, understood and agreed to these terms and conditions, if you ask for IT support from Ptnsystems Limited, whether by phone, an arranged visit, e-mail or any other method.
Abbreviations - for ease of reading the phrase Ptnsystems, where used below, will always refer to Ptnsystems Limited.
Ptnsystems works on a "Pay As You Go" basis, unless by prior agreement.
Fees and Charges - The current Charges are published on our website at www.Ptnsystems.co.uk/terms.html
Service Provision - When ordering this service you are agreeing to the immediate provision of the service and you cannot cancel it under the Consumer Protection (Distance Selling) Regulations 2000. This service is not a substitute for you taking appropriate steps to maintain and safeguard your computer systems using regular backups, running up-to-date anti-virus products and adopting other relevant security and maintenance procedures. In providing this service we will use our best efforts to provide remote and on-site support within the timescales agreed with you. However all dates and times are estimates and we cannot guarantee that we will meet them. If as part of this service you are required to install any software you agree to install and keep this software. If you refuse to install this software this may mean that we have to offer a reduced level of service or withdraw the service completely.
The Service - Ptnsystems service gives you IT support in the following areas: PC Hardware: ■Configuration ■Repairs ■Replacements ■Upgrades Security: ■Firewalls ■Anti-Virus ■Data Backups PC Software: We support major business applications in the following areas: ■Microsoft ■Security ■Entertainment ■Graphics ■Video & Photography ■Accountancy products ■Loading & Reloading ■Configuration ■Training ■Upgrades ■Repairs Advice & Help: ■IT Architecture ■New Hardware Requirements ■New Software Requirements ■IT Projects ■Software Development ■Policies ■E-Mail ■Internet ■Network Service Delivery The methods of support offered are: ■Site Visit ■Remote Control Software ■Telephone Help Desk Support.
Your Responsibilities - This service is not a substitute for you taking appropriate steps to maintain and safeguard your computer systems using regular backups, running up-to-date anti-virus products and adopting other relevant security and maintenance procedures.
Timescales and Cancellations - In providing this service we will use our best efforts to provide remote and on-site support within the timescales agreed with you. However all dates and times are estimates and we will try, but cannot guarantee, that we will meet them.
Payment - Payment of invoices shall be made within 14 days of receipt, either by cheque or Bank Transfer, unless otherwise agreed in writing, overdue payment charges shall be applied to all invoices after 14 days.
Goods Supplied - Where goods have been supplied they remain the property of Ptnsystems Limited until the invoice has been settled. If the invoice remains unpaid for more than 30 days, Ptnsystems reserve the right to take the goods back in to their ownership.
Software and Licences - The client will be responsible for all costs associated with Software and Licences. Where remote desktop support is required, any software enabling remote access and any licence fees for remote third party support/management software will be paid for by the client.
Travel - Ptnsystems rates start from £34.00 per hour for private customers and £40.00 per hour for businesses and clients wishing to have preferential response times plus VAT, and where we come to you; this includes our travel time i.e. from Victoria Avenue Swanage to you and return. If an overnight stay is required. The cost of this stay, including reasonable subsistence charges, is passed on to The Client at cost.
Hours of cover are 9:00 – 17:30 Monday to Friday (excluding UK public holidays) Tasks outside normal office hours are by prior arrangement only and are billed at time and a half. Work carried out on Sundays or on a bank holiday is billed at double time.
Emergency Calls - In the event of an emergency call being placed, an Ptnsystems engineer (or appointed contractor) will be made available to remotely diagnose the call within 4 working hours of the original call. This response time is given provided that remote access is available for our technicians. If a site visit is required, Ptnsystems will ensure that an engineer (or appointed contractor) is available within 8 working hours.
General Access - You must give access at the time of the agreed visit. Failure to do so may result in us charging for the missed appointment.
Fixing a Fault - If a fault cannot be rectified on-site we will give you the option to have the fault rectified off site. If any hardware requires repair we will provide you with a quotation to carry out this repair if it is an item that we can obtain parts for. If we replace your main hard drive we will re-install the operating system and restore the latest backup provided that you have the relevant software licence key(s). If your hardware is faulty and under warranty we will endeavour to liaise with the equipment manufacturer on your behalf. The price for this service does not include the cost of any parts, hardware or software that may be required.
You agree: a) to our engineers or approved contractor having remote access to your computer systems b) to install or allow us to install approved anti-virus protection to all systems (subject to any software licence fees) c) to have technical details regarding your systems recorded on our database d) to allow us to create any administration accounts that we may require.
Exclusion of consequencial loss - Ptnsystems will not in any circumstances be liable to the Client for consequential, indirect or incidental loss (including but not limited to loss of profits or lost sales) damage or expense howsoever caused.
Confidentiality - Both parties to this agreement warrant that they shall keep confidential any information concerning the business affairs of the other.
Enforcibility - Should any clause in this agreement be deemed by a UK court to be unenforceable such clause or part shall be deleted without affecting the integrity of the rest of the Agreement, which shall remain valid and enforceable in accordance with its terms.
Entire Agreement - Both parties acknowledge that this Agreement expresses their entire understanding and agreement, and that there have been no warranties, representations, covenants or understandings except such as set down hereto. The parties further acknowledge that this Agreement supersedes, terminates or otherwise renders null and void any and all prior agreements or contracts. Clause headings are understood by both parties to be for guidance only and do not limit, condition or alter any individual clause.
Governing Law and Jurisdiction - This Agreement shall be governed and construed in accordance with the laws of England and the parties to the Agreement submit to its non-exclusive jurisdiction. The place of performance of the Agreement shall be deemed in England.
Language - This Agreement is prepared in the English language, which shall prevail over any translation in the event of a conflict of interpretation.
Address - Ptnsystems, Unit 9, Purbeck Business Centre, Victoria Avenue Industrial Estate, Swanage, BH19 1AU VAT registration number is 846 2451 23 PTN Systems is a limited company no. 4999632 Registered office: 230 High street, Swanage, Dorset BH19 2PQ.