Welcome to Syn-Star support, thank you for choosing Syn-Star.
This agreement outlines the pre paid 5 hour block support package you have chosen. It is really important for us to start well together, so we have detailed everything about the package and how the billing works etc. If you have any questions please can you speak with Richard (richard@syn-star.co.uk) and he will be delighted to answer them.
Please can you complete the following
Please click the link - To setup your new account, create the direct debit and make the initial payment.
Please can you firstly read the agreement in full and make sure you understand how everything work for the support package you have chosen.
Please sign the bottom of this form, you shall then be directed to the next stages:
1. New Account Form (this includes direct debit and initial payment)
2. Then select when you would like the onboarding to be.
1. Agreement Overview – (General):
In consideration of the Contract agreed and undertaken by the Client. The Supplier shall endeavour to provide support and guidance for the network of the Client’s I.T. hardware, software and network infrastructure as directed by the client. This is a reactive agreement, so all requests (except backup if applicable) shall be initiated by the client.
This schedule hereto, upon the terms and conditions hereafter appearing.
(Further to the basic audit that has been undertaken)
2. Proposal of Works:
•To liaise with the Client to assist in any support and guidance where required / requested by the Client.
•To offer telephone, email, remote and onsite support as requested / agreed by the Client and within the agreed SLA – Service level agreement
•User Support for: – 1. work station 2. server 3. mobile device 4. cloud services 5. supported software 6. Network & Infrastructure 7. scheduled maintenance
•To help / support in adoption, of new hardware / software.
•To carry out I.T. (hardware / software) reviews (as requested / scheduled by the Client.
•Monitor daily backups (via email) – if available. (with automated monitoring is Free of Charge, if however a failure is detected, this will trigger (chargeable) remote support
•Reactive emergency support if needed.
•Anti-virus, anti-malware, anti-spyware, anti-phishing, Trojan detection, is recommended– Syn-Star cannot guarantee that systems cannot be infected in exceptional circumstances
3. Client Responsibilities:
- Payment for contract must be via direct debit creation once initial invoice has been paid in full.
- Clients must not make major changes to systems without prior consultation of Syn-Star (as to enable us to act reactively in the event of an emergency).
- The appointment of a designated contact for the IT Technician and Account manager to report to.
- House keeping tasks made clear to the appointed IT Technician (e.g. performing daily backups etc.)
- Providing adequate protection for systems (e.g. uninterruptible power supplies).
- Giving Syn-Star advanced warnings of any issues prior to visits. (e.g. emailing the technician when faults are reported) (support@syn-star.co.uk)
4. Exclusions / Limitations:
•Antivirus, Hosted Spam filter, Backup and all software will be charged in addition
•Accidents such as fire, lightning, floods or any other ‘acts of god’.
•Theft or loss of the Equipment.
•Relocation of the Equipment (additional charges may apply).
•Electrical work external to the Equipment (additional charges may apply).
•Fluctuation in electricity supply.
•Poor environmental conditions.
•Mobile devices limited to supported software / cloud services
•In order to preserve the secure configuration of a workstation, administration rights are not often provided to users. Special dispensation is made for users that require elevated privileges to perform their work.
5. Service Request Escalation Procedure:
•Support request is received via email (Support@syn-star.co.uk) or telephone in an emergency).
•Service order is created.
•Issue is identified and documented in the Syn-Star help desk system.
6. Activity Outline:
•To provide independent advice for the infrastructure of the Client’s premises.
•Disaster Recovery of Server(s) As Needed.
•Test backups with restores Via: telephone, email and face to face meetings.
7. Costing Included in Package:
• Emergency Response Escalation
• Telephone Support & Account Management (min 15 minute block)
• Remote Support (min 15 minute block)
• Unlimited Auto Service Order Creation
• Email Support (min 15 minute block)
• Account Manager Access with direct telephone line & email
• Client portal access
• Backup Monitoring (software dependent)
IT Strategy Consultancy (charges available on request)
5 hours Block support (expires within 12 months)
Your Package
5 hours of technician and account management support time. This does not constitute a guaranteed repair, this is a per man hour agreement, not a guaranteed repair support agreement.
Standard support is charged at £95 per hour = £475.00
DISCOUNT FOR PRE-PAYMENT & D/D PAYMENT-£75.00
Total cost per 5 hour block (+ VAT) = £400.00
8. Charged in Addition to block hours:
•Hardware collection and delivery
•Anti-Virus / Malware
•Cloud backup
•All installations of new hardware – Shall be deducted from hours or quoted separately depending on project.
•A fuel supplement may be charged if outside the pre agreed premises.
•Any hardware or software will be charged in addition.
•In-house repairs and setup will be charged in addition.
9. Service Level Agreement (SLA):
•Support Requests will be actioned within 24 hours.
•All requests for meetings shall be responded to and agreed within 24 (working) hours. The customer is responsible for identifying in writing what they regard as critical assumptions made throughout the course of our discussions and presentations regarding the solution proposed and the scope of the services.
•Support Hours: Monday to Friday 07.30 to 17.00
•Reporting Procedure: Faults should be reported to the support department
•Primary Number: 01730 233 350
•Primary email: support@syn-star.co.uk
10. Guarantee of Quality:
It is very important the work completed for you (the Client) is of the highest standard. Any issues with quality should be brought to the attention of your Syn-Star account manager within 24 hours.
A review meeting can be called to discuss work completed as well as plan any future projects at any time. Exact types of support may vary depending on initial consultation, Syn-Star is not liable for any loss of data or damage to hardware of any kind. Guarantee of fix/repair is not given, time of the technician is what is provided and paid for. Syn-Star will never be liable for loss of business and/or potential profit.
11. Procedure for Resolving Complaints and Disputes:
The aim is that the support runs smoothly for each party, however if grievances do arise the following should be applied in order:
•Discussion with the technician
•Email your account manager of the issues you are experiencing
•Telephone your account manager
•Formal letter to Syn-Star
•If a dispute cannot be resolved then a procedure for independent arbitration shall be put into force.
12. Maximum Term of Agreement:
A maximum of twelve (12) months for the individual 5 hour block purchase. Once hours are used, a new 5 hour block / invoice shall be issued.
13. Termination of Contract:
Three hours must be remaining on the current 5 hour block for notice to be accepted before the billing of the next 5 hour block. (This is to ensure if in an emergency (when a longer support may be required), you (the client) is provided with the best support and gives the technician appropriate amount of time to complete an existing support ticket / project.
14. Payment Terms:
An payment for the initial block invoice is required at time of issue.
Subsequent invoices shall be issued when previous hours have been used and shall be paid via direct debit only.
Cancellation of direct debit shall result in a £10+VAT charge for cancellation and also a £10+VAT reinstatement charge of direct debit. Also discount shall not be applied to 5 hour block purchase.
A Statement of your account will be sent on the 1st of the following month and a Direct Debit Payment will be collected on the 7th of the month.
For example: For invoices issued in January payment will be collected on the 7th of February along with all other January invoices.
15. Insurance:
Syn-Star has Public/Products Liability insurance up to an indemnity limit of £2,000,000
Syn-Star has Professional Indemnity insurance up to an indemnity limit of £1,000,000.
16. Confidentiality:
Syn-Star will have access to information that is confidential, including the business or prospective business of the Client, its products & processes, its finances, fee income and Clients. This information may not be used to benefit Syn-Star, nor will Syn-Star reveal it to any persons or parties. Syn-Star will, where possible, prevent anyone else publishing or disclosing it. This information may be disclosed only if required to by law.
17. Intellectual Property:
Any I.T. manual produced as a result of this contract, or documented information regarding the Client’s procedures, systems & processes, including the software / programme development, is the property of the Client, unless support has been cancelled without notice periods being served.