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Terms and Conditions for Coza IT
These terms and conditions are to define the levels of service that can be expected from Coza IT, and to clearly define responsibilities within the process. Terms and Conditions
These terms and conditions are drawn up to ensure effective understanding of the processes of fault logging, approval, information of progress and completion of work done. These terms and conditions should indicate the response times in which faults logged will be attended to.
On receipt of a fault, by telephone, via e-mail or by direct request, the fault will be dealt with immediately. The consultant who logs the fault will respond within the time as stipulated in Appendix 3. Due to the nature of work it may not always be possible to meet the allocated response time. In the event of the response time not being met the Consultant will communicate (1) the nature of the problem and (2) the expected completion date and time.
Due to the nature of work done completion of a job can not be predicted. If a fault is taking excessive time to complete; arrangements for the consultant to work overtime or continue work into the following day or days will be made between the consultant and the administration of the client.
Should a fault not be satisfactorily remedied, a subsequent Fault Report with the same problem description shall be captured and its urgency escalated by the consultant concerned. Appendix 1: Definition of Support
The "Corrective Maintenance" work type applies to all reactive repairs to the existing physical infrastructure to prevent future problems and/or improve performance and efficiency of the IT Infrastructure. This also includes upgrades and new installations of networks or systems.
The "Emergency Maintenance" work type applies to all reactive repairs to existing physical infrastructure or equipment where a fault is preventing work or studies from continuing.
The "Preventive Maintenance" work type applies to all Preventive or Pro-active maintenance repairs or services to the existing physical infrastructure or equipment on an on going basis in order to attempt to prevent foreseen problems, improve efficiency and maintain performance. Appendix 2: Procedure for Support A fault logging book will be supplied to the client in which all faults, of any nature, will be recorded. When a fault is logged the Consultant will attempt to respond to the fault within the times as stipulated in Appendix 3 and according to the type of fault as defined in Appendix 1. In the case of an Emergency, as defined in Appendix 1, the consultant must be contacted immediately and will log the fault and respond to the fault as per agreed in Appendix 3. When the consultant is on premises they will consult the fault logging book and will attempt to resolve the faults in their entirety. If a fault cannot be resolved on premises or immediately, for whatever reason, the client will be informed and the Consultant will provide a solution in order to resolve the fault as quickly and efficiently as possible. In the case of a hardware failure, equipment may need to be removed from the premises and repairs done off site. Once repairs are complete the Consultant will arrange for the hardware to be delivered and installed. Appendix 3: Response Time and Maintenance Times All maintenance done for organisations will be done during business hours unless otherwise agreed on by the consultant and client. All after hours support will be billed separately and fault report tickets will indicate such hours and cost. Support done privately for members of an organisation will be billed separately and per hour as agreed by the consultant and the client. It is understood that all work done privately for members of the organisation is covered by the terms and conditions of Coza IT. On completion of any form of maintenance as defined in Appendix 1, the fault logging book or fault ticket will be completed by the consultant, agreed on by the client and singed off by the client. A job is considered complete when the above condition is met. In the case of Corrective Maintenance a time and date will be agreed upon by the Client and the Consultant. The completion time of such maintenance will be discussed and agreed to by the client and the consultant. In the case of Emergency Maintenance a consultant will respond within 24 hours of the fault being logged. If the consultant is unable to respond in this time they will communicate (1) the nature of the problem and (2) the expected response time no more than 4 hours after the 24 hour deadline. In the case of Preventive Maintenance a set day and time per week will be agreed upon by the client and the consultant. This time slot may not be longer than 2 hours unless the job requires the consultant to stay longer. All faults not classified as Emergency or Corrective Maintenance will be dealt with as Preventive Maintenance. Terms and Conditions All Content ©2007 Gareth Cox |