Telephone Systems and Datacomms Terms and Conditions


Issue V3.01 Dated 01/03/2008

These terms and conditions apply to new and existing customers and are effective from the implementation date shown above.

CONTENTS

1. Definitions

2. Providing the Service

3. Phone Book and Directory Entries

4. Managing the Service

5. Monitoring Calls

6. Access to and Preparing the Premises

7. Customer Equipment

8. Misusing the Service

9. Charges and Deposits

10. Cancelling or Ending this Contract

11. If the Customer Breaks this Contract

12. Limits of Liability

13. Matters Beyond Alfred Ashley Group Ltd’s Reasonable Control

14. Resolving Disputes

15. Changes to this Contract

16. Transferring this Contract

17. Third Party Rights

18. Notices

19. The Service Charter

1. DEFINITIONS

In this Contract the following terms have the definitions shown next to them:
“AAG” Alfred Ashley Group Ltd, 38 High Street, Northwood, Middlesex, HA6 1BN.
“BT” British Telecommunications plc of 81 Newgate Street, London EC1A 7AJ, registered in England Number1800000
“BT Equipment” equipment (including any software) placed by BT at the Premises to provide the Service.
“Call” a signal, message or communication that is silent, spoken or visual.
“Call Diversion” diverting incoming Calls to another fixed line or mobile telephone number as set out in the Service Charter.
“Conditions” these terms and conditions for AAG’s business service.
“Contract” these Conditions, the Service Charter and the Price List. This Contract begins on the date that AAG accepts the Customer’s request for the Service.
“Customer” the person with whom AAG contracts to provide the Service.
“Customer Equipment” equipment that is not part of BT’s network and which the Customer uses or plans to use with the Service.
“Minimum Period” the first 12 months of the Service.
“Premises” the place at which AAG agrees to provide the Service.
“Price List” the document containing a list of AAG charges and terms that apply to the Service.
“Service” the facility to make or receive a Call (or both) and any related services listed in the Price List that AAG agrees to provide to the Customer under this Contract.
“Service Failure” the continuous total loss of the facility to make or receive a Call, or of any related service provided to the Customer under this Contract.

2. PROVIDING THE SERVICE

2.1 AAG will always aim to provide the Service by a date agreed with the Customer. Occasionally this may need to be rescheduled or require further survey. Service will only be confirmed on the completion of successful testing.
2.2 For operational reasons, AAG may have to change the codes or the numbers given to the Customer, or interrupt the Service. AAG will restore the interrupted Service as quickly as possible.
2.3 The Customer accepts that occasionally AAG will provide instructions regarding the Service. The Customer must follow these instructions.
2.4 AAG may take instructions from a person who it thinks, with good reason, is acting with the Customer’s permission.

3. PHONE BOOK AND DIRECTORY ENTRIES

3.1 The Service includes a telephone number. This number will be put in the appropriate BT Phone Books, together with the Customer’s details, and made available from Directory Enquiries Services unless the Customer requests otherwise.
3.2 AAG may agree to a special entry in the BT Phone Books at an additional charge.
3.3 The Customer does not own any number nor has any right to sell or to agree to transfer any number provided to it by AAG.

4. MANAGING THE SERVICE

4.1 If the Customer reports a fault in the Service, AAG will comply with the repair service the Customer has chosen.
4.2 If BT and/or AAG agree to work outside the hours covered by the repair service the Customer has chosen, the Customer must pay AAG additional charges for doing so.
4.3 AAG provides a Service Charter. If AAG is late in providing the Service, or repairing a Service Failure, a Call Diversion can be arranged for the Customer.
4.4 If the Customer reports a fault and AAG and/or BT finds that there is none, or that the Customer has caused the fault, AAG may charge the Customer for any work as set out in the Price List.

5. MONITORING CALLS

BT monitors and records all calls to the 999 or 112 service.

6. ACCESS TO AND PREPARING THE PREMISES

6.1 The Customer agrees to prepare the Premises according to any instructions AAG and/or BT may give, and provide AAG and/or BT with reasonable access.
6.2 When AAG and/or BT’s work is completed, the Customer will also be responsible for putting items back and for any re-decorating which may be needed.
6.3 If BT needs to cross other people’s land, or put BT Equipment on their property (for example a neighbour or landlord), the Customer agrees to obtain their permission.
6.4 BT will meet the Customer’s reasonable safety and security requirements when on the Premises and the Customer agrees to do the same for BT.
6.5 The Customer agrees to provide, at its expense, a suitable place and conditions for BT Equipment and where required a continuous mains electricity supply and connection points.
6.6 The Customer agrees to look after any BT Equipment and to pay for any repair or replacement needed if it is damaged, unless it is due to fair wear and tear, or is caused by BT or anyone acting on BT’s behalf. AAG, or anyone acting on AAG’s behalf, will look after the Customer’s physical property as set out in paragraph 12.2.

7. CUSTOMER EQUIPMENT

7.1 If the Customer wishes to connect Customer Equipment to BT’s network other than by using a BT main telephone socket, the Customer must get AAG’s permission.
7.2 Any Customer Equipment must be:
(a) technically compatible with the Service and not harm BT’s network or another customer’s equipment; and
(b) connected and used in line with any relevant instructions, standards or laws.

8. MISUSING THE SERVICE

8.1 Nobody must use the Service:
(a) to make offensive, indecent, menacing, nuisance or hoax Calls; or
(b) fraudulently or in connection with a criminal offence.
The Customer agrees to take all reasonable steps to make sure that this does not happen. The action AAG can take if this happens is explained in paragraph 11. If a claim is made against BT and/or AAG because the Service is misused in this way, the Customer must reimburse AAG in respect of any sums AAG is obliged to pay.
8.2 The Customer accepts that nobody must advertise the phone number for the Service in or on a BT phone box without BT’s consent. If this happens, AAG may suspend the Service or end this Contract, but AAG and/or BT will write to the Customer before taking this action.

9. CHARGES AND DEPOSITS

9.1 The Customer agrees to pay all charges for the Service as shown in the Price List (or as otherwise agreed) and calculated using the details recorded by AAG.
9.2 Unless paragraph 9.4 applies, rental charges will normally be invoiced monthly in advance, and call charges will normally be invoiced monthly in arrears. Where possible the charges will appear on the Customer’s next invoice but sometimes there may be a delay.
9.3 AAG will send its first invoice shortly after providing the Service, and then at regular intervals, usually every month. Sometimes AAG may send the Customer an invoice at a different time.
9.4 If the Customer orders a temporary Service, AAG may invoice the Customer for the rental charge in advance for the whole period of the temporary Service.
9.5 AAG will send invoices for the Service to the address requested by the Customer.
9.6 The Customer agrees to pay all charges for the Service whether the Service is used by the Customer or someone else and upon receipt of AAG’s invoice.
9.7 In some cases the Customer may need to pay a deposit or provide a guarantee as security for paying future charges.

10. CANCELLING OR ENDING THIS CONTRACT

10.1 The Customer may cancel this Contract or any part of the Service at any time before AAG provides the Service. In this event the Customer must pay AAG for any work done or money spent in getting ready to provide the Service. AAG will take reasonable steps to limit the amount of its costs.
10.2 This Contract can be ended by:
(a) the Customer on 28 days written notice to AAG; or
(b) AAG on 28 days written notice to the Customer.
10.3 If this Contract ends during the Minimum Period as a result of termination by the customer or if the customer breaks the contract, as defined in section 11, the Customer must pay AAG the early termination charge. The early termination charge is equivalent to the cost of the service rental, to the end of the minimum period.
10.4 If this Contract ends, AAG will refund any money owed to the Customer, after first deducting any money the Customer owes to AAG under this Contract or any other agreement AAG has with the Customer.

11. IF THE CUSTOMER BREAKS THIS CONTRACT

11.1 AAG can suspend the Service or end this Contract (or both) at any time without notice if one of the following applies:
(a) the Customer breaches this Contract or any other agreement the Customer has with AAG and fails to put right the breach within a reasonable time of being asked to do so;
(b) AAG reasonably believes that the Service is being used in a way forbidden by paragraph 8.1. This applies even if the Customer does not know that the Service is being used in such a way;
(c) bankruptcy or insolvency proceedings are brought against the Customer; or if the Customer does not make any payment under a judgement of a Court on time, or makes an arrangement with its creditors; or a receiver, an administrative receiver or an administrator is appointed over any of its assets; or the Customer goes into liquidation; or a corresponding event under Scottish law.
11.2 If the Customer does not pay a bill, AAG will generally not suspend the Service or end this Contract until 21 days after the payment was due. However, sometimes AAG may take this action after only 7 days.
11.3 If the Service is suspended, AAG will tell the Customer what needs to be done before it can be re-instated. However the Customer must continue to pay rental charges whilst this Contract continues.
11.4 If either party delays in acting upon a breach of this Contract that delay will not be regarded as a waiver of that breach. If either party waives a breach of this Contract that waiver is limited to that particular breach.

12. LIMITS OF LIABILITY

12.1 AAG does not accept liability for loss or damage to the Customer’s physical property.
12.2 AAG cannot guarantee that the Service will never be faulty. However, AAG accepts liability if it is late in providing the Service or repairing a Service Failure as set out in the Service Charter
12.3 AAG’s only liability under this Contract is as set out in the Service Charter.
12.4 Unless the Service Charter or paragraph 12.3 says otherwise, AAG is not liable to the Customer for any loss of business, revenue, profit or expected savings, wasted expense, financial loss or data being lost or corrupted or for any loss that could not have been reasonably foreseen.
12.5 Unless paragraph 12.1 applies, AAG’s liability to the Customer in contract, tort (including negligence) or otherwise in relation to this Contract is limited to one thousand pounds in any 12 month period.
12.6 Each provision of this Contract that excludes or limits AAG’s liability operates separately. If any part is disallowed or is not effective, the other parts will still apply.

13. MATTERS BEYOND AAG’S REASONABLE CONTROL

13.1 Sometimes AAG may be unable to do what it has agreed because of something beyond its reasonable control.
13.2 If this happens, AAG is not liable to the Customer. However, AAG will try to provide Call Diversion to the Customer.

14. RESOLVING DISPUTES

AAG will try to resolve any disputes with the Customer. However, if the parties cannot agree, the Customer may refer the dispute to any recognised dispute resolution service.

15. CHANGES TO THIS CONTRACT

15.1 AAG can change the Conditions (including the charges) at any time. However, in the case of a change of charges within the ‘Minimum Period’, the ‘Customer’ will have a 28 day period, following notification, in which they may terminate the contract without penalty.
15.2 AAG will forward the changed Conditions to the ‘Customer’ 28 days prior to instatement.

16. TRANSFERRING THIS CONTRACT

The Customer cannot transfer or try to transfer this Contract, or any part of it, to anyone else.

17. THIRD PARTY RIGHTS

The parties agree that the terms of this Contract are not enforceable by a third party under the Contracts (Rights of Third Parties) Act 1999.

18. NOTICES

If the parties need to write to each other they must do so as follows:-
(a) to AAG at the address shown on the bill or any address which AAG provides to the Customer;
(b) to the Customer at the address to which the Customer asks AAG to send invoices, the address of the Premises or, if the Customer is a limited company, its registered office.

19. THE SERVICE CHARTER

19.1 AAG’S CHARTER
19.1.1 AAG guarantees:
(a) to make ‘best effort’ to provide the Service by the date agreed with the Customer as described in paragraph 2.1;
(b) to repair a Service Failure in line with the repair service the Customer has chosen. For standard service this means by midnight on the first weekday (not including public and bank holidays) after the day the fault is reported to AAG;
(c) not to disconnect the Service by mistake; and
(d) to attempt to keep any appointment AAG makes with the Customer under this Contract.
19.1.2 If AAG is late in providing the Service or repairing a Service Failure, the Customer may choose to request Call Diversion – as described in paragraph 19.2. This is only available if it is reasonably practicable, and technical restrictions may sometimes prevent AAG from offering this option.
19.1.3 If AAG disconnects the Service by mistake, the Customer may claim fixed rate compensation (as described in paragraph 19.3) from the date of disconnection.
19.2 CALL DIVERSION
19.2.1 If AAG provides Call Diversion, AAG will divert the Customer’s incoming Calls, on request, to another fixed line or mobile telephone number of the Customer’s choice. Once AAG has provided the Service or repaired a Service Failure, AAG will cancel the Customer’s Call Diversion.
19.2.2 The number chosen must be a UK number, but there are some number ranges to which AAG will not divert the Customer’s Calls (for example, 0800 and 0870 numbers).
19.2.3 If AAG diverts the Customer’s Calls to a mobile number, the person calling the Customer will not have to pay extra costs for making that Call. The Customer is liable for the additional cost of these diverted calls.
19.3 COMPENSATION
19.3.1 If BT and/or AAG fail to provide a service by the confirmed delivery date or in the event of a failure BT and/or AAG does not comply with the level of support chosen by the customer, compensation will be paid. This will be equivalent to the cost of the full month’s rental of that service or the cost of the service for the entire period it was not available, which ever is the greater.
19.4 PAYMENT OF CLAIMS
AAG will deduct any compensation amounts that AAG owes to the Customer under this Charter from the Customer’s next phone bill, unless the Customer asks for payment by cheque.
19. 5 APPLICATION OF THIS CHARTER
19.5.1 This Charter applies to the Service, including generally any related services AAG provides to the Customer. However, its application to some of the related services may vary as shown in the Price List.
19.5.2 This Charter does not apply if:
(a) someone, other than AAG, has caused the fault,
(b) AAG and/or BT asks for access to the Premises and the Customer does not allow this, or
(c) AAG and/or BT reasonably asks for other help and the Customer does not provide it.
19.6 MAKING A CLAIM
19.6.1 The Customer must make any claim within one month of AAG putting things right. The Customer must claim in writing using a claim form provided by AAG.
19.6.2 AAG’s contact phone number and address are shown on the Customer’s bill.


Including our Basic Code of Practice and our Code of Practice for Premium Rate Services and NTS calls

Part 1 – ALFRED ASHLEY GROUP Ltd Code of Practice for Small Business Customers.

Introduction to our company and services

ALFRED ASHLEY GROUP is an independent company that delivers communications services to business customers. While we may not provide all the component parts of our services ourselves, we do take responsibility for the services delivered to you. So we will liaise with our suppliers to ensure that any problems with their services are resolved promptly.

Purpose of this Code of Practice
This code informs you of our products, services and customer-care policies and where to find information about our charges and terms and conditions. This Code of Practice is published on our website www.alfred-ashley.co.uk Copies are available on request and free of charge to domestic and small business customers, also available in large print.

How to contact us
Please contact our Customer Service Team From 9am until 5:30pm Monday-Friday, excluding bank holidays
By phone: 0844 871 1803
By email: helpdesk@alfred-ashley.co.uk
By fax: 0844 871 1831
Website: www.alfred-ashley.co.uk
By letter: ALFRED ASHLEY GROUP, 38 High Street, Northwood, Middlesex HA6 1BN.

Our commitment to you
We are committed to giving you the highest quality of customer service. When we purchase our services from carriers and wholesale providers, we choose those providers carefully to ensure that you get a high-quality service. We make every reasonable effort to supply services that satisfy your requirements. We work to all relevant laws and regulations.

Our products and services
” Landline telephones
” Landline calls
” CPS – Carrier Pre-Selection
” WLR – Wholesale Line Rental
” ISDN – digital telephone lines
” Broadband/Internet access
” Data Products & Services
” VoIP & IP telephony services
” Non-geographic numbers
” Intelligent Call Routing
” Internet
” Mobile telephone and data services
” Equipment and maintenance service

For more details on any of our products and services, or to place an order immediately, please contact our Sales Department on 0844 871 1830.

Marketing
We work to the principles in the British Code of Advertising, Sales Promotion and Direct Marketing, which are set out on the website www.cap.org.uk

Terms and conditions
When you subscribe to a service from ALFRED ASHLEY GROUP, we will continue to make our latest Standard Terms and Conditions available to you via our website www.alfred-ashley.co.uk (please request a printed copy if required) and ask you to sign an acceptance form. If you have any questions, please phone our Customer Service Team on 0844 871 1803. We may carry out a credit check as part of our assessment procedures.

The minimum contract term for our services is 12 Months in most cases but longer for specific products, so please consult the relevant terms and conditions on our website. We aim to process orders within three working days of your original request, subject to the availability of supporting information. If we need to carry out any surveys or lay additional cabling, we will inform you of the revised timescales and costs as soon as we can.

Cancellation
If you decide to cancel your order or agreement before we have provided the services, you may do so without charge within ten working days after your order is placed. After ten working days you will be subject to the terms and conditions as set out in your contract. If you wish to terminate your contract within any 12 month term, and subject to the cost as laid out in your terms and conditions, please call our Customer service team on 0844 871 1830.

Faults and repairs
Please call our Helpdesk on 0844 871 1803 if you experience a fault with any of our services. We will respond inline with the terms and conditions of the relevant product.

Compensation and refund policy
Our policy is to assess each claim on a case by case basis. We aim to investigate claims & respond within 14 working days. Any refunds that are due will be credited to the next month’s invoice.

Pricing
Pricing on specific products and services is available on request from our Sales Department available on 0844 871 1830. We will notify you of how to obtain the latest Terms & Conditions and pricing.

Billing
We will bill you Monthly, with fixed rental charges normally in advance and variable and usage charges in arrears.

The primary source of collection will be via Direct Debit, which will be collected on or after the 14th day of each month. For initial orders and certain bespoke items alternative arrangements may be agreed or required.

If you have difficulty paying your bill, please contact our finance department on 0844 871 1830 and we will try to arrange a different method of payment. We will do all we can to help our small business & corporate customers to manage their bills and avoid disconnection.

If you are moving office
Please call our Customer Service Team on 0844 871 1830 preferably no later than 28 days before your move date. We will amend your account and billing requirements as necessary. We will endeavour to offer you the same telephone number to minimise disruption but please note that for geographic numbers this is not always possible.

Number porting
ALFRED ASHLEY GROUP recognises that keeping your existing telephone numbers may be important to you. If you move your business to us and wish to keep the number that you have with your old provider, we will arrange it if you ask us. We will work with you to ensure that the services are switched over at a convenient and appropriate time. For more information, please call our Customer Service Team on 0844 871 1830.

Directory Entries
For fixed line geographical telephone numbers, you are entitled to a Directory Enquiry listing (including an entry in the Phone Book). If you do want your details included, please contact our Customer Service Team on 0844 871 1830.

Complaints
We make every effort to ensure that our customers are happy with the level of service, and the products and service they receive from us. However, despite our best efforts, things can go wrong. We take customer complaints very seriously and aim to resolve them quickly and efficiently.
Our Code of Practice on Complaint Handling and Dispute Resolution explains how customers can complain. The code also provides information on how we deal with complaints and your right to take unresolved complaints to Alternative Dispute Resolution. You can find a copy of our Complaints Code on our website at www.alfred-ashley.co.uk Alternatively, copies are available free of charge and on request from our Customer Service Team on 0844 871 1830.

Nuisance calls
We take the problem of nuisance calls and malicious communications very seriously. We tackle it by working closely with the police and others in the communications industry. If you have been a victim of this activity, please call the Customer Service Team on 0844 871 1830 to report the incident and for information on how to deal with it.

Services for people with special needs
We are committed to helping all our customers to communicate easily. We offer the following additional services on request for customers who may have special requirements, including:

Copies of this Code are available in larger print on request

Data protection
We comply fully with our obligations under the Data Protection Act 1998.

Part 2 – ALFRED ASHLEY GROUP – Code of Practice – Premium Rate Services & NTS.

Purpose of this Code of Practice
This code informs you about our policies on providing information about Premium Rate Service (PRS) calls and on our charging policy for calls to NTS and PRS numbers.

Premium rate services
Premium rate services (PRS) are telephone numbers that offer some form of information or entertainment that is charged to your phone bill. UK-based PRS numbers are normally prefixed by “09”. 0871 is now also designated as a Premium rate number and subject to PRS regulation. Typical services include TV votelines, mobile ringtone downloads, technical helplines, charity fund-raising and adult entertainment.
Charges for these services are added to your telephone bill. Calling a PRS number generally costs between 8.51 pence and £1.2766 per minute, per call or per text (excl. vat). Calling these services from, for example, mobile phones, cable networks or public payphones will generally cost more than the advertised rate. Our charges for calling these services are shown in our price list, which is available on request from our Customer Services Team on 0844 871 1830 and via our website at www.alfred-ashley.co.uk.
If you have a problem with PRS, we can help. We can provide advice on checking the telephone number of any PRS charges that appear on your bill and will try to help you identify the premium rate service provider. We can use call barring to restrict access to “09” numbers. Please call our Customer Service Team on xxxx for advice on this. We can give you a factsheet on PRS.
You can also ask for help from PhonepayPlus (formerly ICSTIS), which is the industry-funded regulatory body for Premium Rate Services. PhonepayPlus operates a code of practice that sets out standards for the operation of PRS. You can use the PhonepayPlus website at www.phonepayplus.org.uk to check PRS numbers direct or to download a complaint form. PhonepayPlus has legal powers to require a provider of PRS to amend its service or promotional material (or both) and can also impose penalties on content service providers. For other ways to contact PhonepayPlus, see the “Useful addresses” section below.

Number translation services
Number translation services (NTS) are based on numbers that are normally pre-fixed “08”. For example, 0800 and 0808 are used to provide freephone services (some freephone services are also provided on 0500 numbers). 0844 and 0845 numbers are used for dial-up pay-as-you-go Internet access and customer service helplines. 0870 numbers are used for information services, technical helplines and telephone banking. They are also used by organisations to help them provide call-management features such as intelligent call routing and fax-to-email services.

Charges for calling services on NTS numbers are added to your telephone bill and standard prices range from free up to 4.2p per minute or per call (excl. vat). Calling these services from, for example, mobile phones, cable networks or public payphones will generally cost more than the advertised rate but communications providers must publish prices for calls to 0870 numbers where these are higher than for calls to geographic numbers. Our charges for calling these services are shown in our price list, which is available on request from our Customer Services Team on 0844 871 1830 and via our website at www.alfred-ashley.co.uk. We can also give you a factsheet on NTS.

If you are unhappy with the help you have received from us on a problem with PRS or NTS, please contact Richard Crossland Tel 0844 871 1830 or email Richard.crossland@alfred-ashley.co.uk , who has responsibility for compliance with our code of practice for PRS and NTS. You may also complain using the complaints procedure set out in our complaints code including, ultimately, referring your complaint to CISAS Tel: 0845 1308 170 or 0207 520 3827
Internet diallers

If you use the Internet, it is possible for software to be placed on your computer without you knowing – using the same methods as for computer viruses. This type of software (known as Internet or rogue diallers) can then make calls to PRS and NTS numbers without your knowledge. Software is available to detect this activity and we can help you to access this – please contact our Customer Services Team 0844 871 1803 for details. PhonepayPlus has been given responsibility for policing this type of activity and you can contact them via www.phonepayplus.org.uk to ask for help or to report examples of this type of abuse. For other ways to contact PhonepayPlus, see “Useful addresses” below. We can also help by barring calls to 09 numbers.

The Telephone Preference Service
If you don’t want to get sales and marketing calls you have not requested, you can add your details to a list run by the Telephone Preference Service (TPS). If your number is on the list, it is illegal for a company to call you for marketing purposes. You can contact the Telephone Preference Service via www.tpsonline.org.uk or by telephoning 0845 070 0707.

Useful addresses

CISAS- 24 Angel Gate, City Road, London EC1V 2PT Tel: 0845 1308 170 or 0207 520 3827 email: info@cisas.org.uk Website: www.cisas.org.uk

Ofcom – Riverside House, 2a Southwark Bridge Road, London SE1 9HA. Tel: 020 7981 3040 or 0300 123 3333 email: contact@ofcom.org.uk Website: www.ofcom.org.uk

PhonepayPlus (formerly Icstis)- Clove Building, 4 Maguire Street, London, SE1 2NQ. Tel: 0800 500 212 or 020 7940 7474 Website: www.phonepayplus.org.uk email info@phonepayplus.org.uk

Telephone Preference Service – DMA House, 70 Margaret Street, London W1W 8SS Tel: 0845 070 0707 Website: www.tpsonline.org.uk
Federation of Communication Services (FCS) – Burnhill Business Centre, Provident House, Burrell Row, Beckenham, Kent BR3 1AT. Tel: 020 8249 6363 email: fcs@fcs.org.uk Website: www.fcs.org.uk

This code has been licensed by The Federation of Communication Services Limited 2010

Licence number 002485

Alfred Ashley Group Ltd is an independent company that delivers communications services to business customers. While we may not provide all the component parts of our services ourselves, we do take responsibility for the services delivered to you. So we will liaise with our suppliers to ensure that any problems with their services are resolved promptly.
We make every effort to ensure that our customers are happy with the level of service, and the products and service they receive from us. However, despite our best efforts, things can go wrong. We take customer complaints very seriously and aim to resolve them quickly and efficiently.

If you have a complaint about any part of our service, please contact our Customer Service Team using one of the following:
By phone: 0800 294 3303
By email: helpdesk@alfred-ashley.co.uk
By letter: Customer Complaints Department,

If you telephone, our advisors will ask you about your complaint and seek to resolve the problem while you are on the line. During any discussions we will protect the privacy of the information that we hold on you. To do this we may have to ask you questions to confirm that we are speaking to the right person.

If you make your complaint by email or in writing, we will acknowledge receipt, advise how and when we will next respond and provide you with a contact point for checking progress on the resolution of your complaint.

We will try to resolve your complaint quickly and efficiently, and to keep you informed at all times. We normally aim to resolve complaints within 14 working days but, depending on the nature of the complaint, this is not always possible. However, If you are not happy with progress in resolving your complaint you can ask the person to whom you are speaking to escalate the matter to their manager, and ultimately to the Managing Director. If we cannot resolve the problem, we will write to you to say so.

If it has been more than 8 weeks from the date you first contacted us to complain or you have received a letter from us saying that your complaint has reached “deadlock”, then you may ask for help from:
The Communication and Internet Services Adjudication Scheme (CISAS): 24 Angel Gate, City Road, London EC1V 2PT Tel: 0845 1308 170 or 0207 520 3827 e-mail: info@cisas.org.uk Website: www.cisas.org.uk

CISAS is an independent organisation which is approved by Ofcom to provide an alternative dispute resolution (ADR) service. Ofcom-approved ADR services sort out disputes between communications providers and their consumer and small business customers. Their job is to investigate complaints fairly by listening to both sides of the story. They look at the facts given to them before recommending any action that may be needed to put things right.

Alternatively, if at any time you are not satisfied with the progress of your complaint you can ask us to agree an early referral to ADR (i.e. that we issue a deadlock letter). However, we may decline to do so if we do believe we will shortly resolve your complaint and are taking active steps to do so.

Useful addresses

Cisas- 24 Angel Gate, City Road, London EC1V 2PT, Tel: 0845 1308 170 or 0207 520 3827
e-mail: info@cisas.org.uk Website: www.cisas.org.uk

Ofcom – Riverside House, 2a Southwark Bridge Road, London SE1 9HA. Tel: 020 7981 3040 or 0300 123 3333 email: contact@ofcom.org.uk Website: www.ofcom.org.uk

PhonepayPlus (formerly Icstis)- Clove Building, 4 Maguire Street, London, SE1 2NQ. Tel: 0800 500 212 or 020 7940 7474 Website: www.phonepayplus.org.uk email info@phonepayplus.org.uk
Telephone Preference Service – DMA House, 70 Margaret Street, London W1W 8SS Tel: 0845 070 0707 Website: www.tpsonline.org.uk
Federation of Communication Services (FCS) – Burnhill Business Centre, Provident House, Burrell Row, Beckenham, Kent BR3 1AT. Tel: 020 8249 6363 email: fcs@fcs.org.uk Website: www.fcs.org.uk

This code has been licensed by The Federation of Communication Services Limited 2010
Licence number C-002485

Contract of Engagement for Annual Telephone System Support

This Contract of Engagement supersedes all prior agreements between the parties. Any mutually acceptable and authorised Work Order will be appended to this Contract of Engagement and supersede, as necessary, the corresponding elements in this Contract.

This agreement is between the following parties: The Client, and Alfred Ashley Group Ltd, hereinafter referred to AAG.

Throughout this Contract of Engagement, reference is made to AAG’ current Rate Card, which is hereby incorporated into this agreement in its entirety and made a part of this agreement as though it were set out herein.

Definition of Work

A) To support and maintain the telephone systems installed or adopted by AAG, this is to include add, moves and changes of users and extensions and also software and firmware upgrades.

Terms

A) Minimum Charges – see Rate Card.

B) Credit Limit – Pending Client’s completion of a credit application and satisfactory credit reference inquiry results, Client’s credit limit will be set.

C) Payment Terms — Payment shall be by Direct Debit only, collected within 14 days of invoice, unless otherwise agreed in writing. Any extension or credit allowed to the Customer may be changed or withdrawn at any time.

Interest shall be payable on overdue accounts at the rate of 4% over NatWest Bank PLC base rate to run from the due date for payment until receipt by the Company of the full amount whether or not after judgement. Where an account requires litigation to collect an overdue debt an administration fee of £100 plus V.A.T. at the prevailing rate will be payable.

AAG reserves the right to deduct late fees from Client’s retainer deposit when applicable. In addition, AAG reserves the right to stop all work, until the account is brought current, in the event that any Client invoice is more than 14 days past due. Client agrees to bear full responsibility and reimburse AAG for any and all collection costs incurred by AAG due to Client’s non-payment or late payment of fees and other costs enumerated herein. Such collection costs may include but are not limited to, legal fees and court costs.

D) Retainer Deposit — 1 Months deposit is required to consummate this Contract of Engagement.

E) Facilities Description – The Client is provided with a telephone number that is known as the support line, which will be operational between the hours of 09:00 to 17:00 Monday to Friday except for Bank Holidays. Only calls made to this number or emailed will be processed as a helpdesk call. At the point a helpdesk call is made either an immediate response will be given or else an engineer will respond within the agreed time, depending on the severity of the problem. (See Response Times – Appendix A)

The Support Line number is 0844 871 1803. It is also possible to email support questions to helpdesk@alfred-ashley.co.uk.

F) Termination Procedure — The support agreement will continue in 12-monthly periods unless terminated by the Client. Should the need arise to withdraw from the contract a notice period of 3 months is to be given to AAG by the Client prior to the next contract anniversary.

G) Changes to the contract — AAG can change the Conditions (including the charges) at any time. However, in the case of a change of charges, The Client will have a 28 day period, following publishing, in which they may raise any objections.
AAG will publish the changed Conditions 28 days prior to instatement and the Client will have access to and be informed of the location of latest and definitive contract.

H) AAG will not be held responsible for the failure to load or successfully configure software on faulty or defective computers.

I) Handsets are considered consumable items due to the potential to the high level of wear and tear, and as such are not covered for replacement apart from in the initial year under the manufactures warrantee.

J) Items that are considered to be discontinued by the manufacturer are not covered for physical replacement or repair and whilst “best effort” will be made, software & configuration problem rectification on these items is not guaranteed.

K) The retainer will cover the maintenance of the hardware only. All other support requests will be charged on a credit basis, where 1 credit is equal to 15 minutes of time.

L) Rate Review – AAG reserve the right to review rates on an annual basis.

M) Termination Procedure — The support agreement will continue in 12-monthly periods unless terminated by the Client. Should the need arise to withdraw from the contract a notice period of 3 months is to be given to AAG by the Client prior to the next contract anniversary.

N) Recruiting or Hiring of AAG Staff and Contractors – Client agrees to not recruit or hire or retain any AAG staff and/or outside contractors for employment or work of any kind, either as an employee or an independent contractor, except through AAG , during the duration of AAG servicing Client and for a period of twelve months thereafter. In addition, Client recognises that because of the substantial recruitment and training costs in the Information Technology industry, Client agrees that liquidated damages for such a breach will be 25% of the staff member’s or contractor’s then current annualized compensation, subject to a £10,000 minimum.

O) Risk of Data Loss – Client assumes all risk of data loss from any and all causes or in any way related to or resulting from any work carried out by AAG. Client agrees to bear full responsibility for all data backups and hereby releases AAG from any claim or liability related to data loss for any reason whatsoever.

P) Indemnification – Client shall indemnify and hold harmless AAG from any and all claims, demands, suits, actions, proceedings, loss, cost and damages of any kind, including reasonable legal fees, caused by or arising out of, or contributed to, in whole or in part, by reasons of any act, omission, professional error, fault, mistake or negligence of AAG , its employees, agents, representatives or subcontractors in connection with or incidental to the performance of this agreement.

Q) Jurisdiction — The laws of the England and Wales shall govern this agreement, its terms and conditions. Client agrees that the proper forum for any claim arising under this agreement shall be in London.

Principal Contacts

A) Primary Financial Contact (authorised signer) – Please email contact name(s).

B) Primary Technical Contact (Client on-site project manager, responsible for prioritisation of projects and tasks, authorisation to schedule work and act on-behalf of Primary Financial Contact) – Please email contact name(s).

C) Invoice Contact (invoices will be sent to this person at address listed above; unless listed below, this person is not authorised to request service orders and materials purchases from AAG Ltd) – Please email contact name(s).

D) Additional Authorised Contact(s) – Please list any additional employees beyond (A) and (B) above who can request and authorise service orders and materials purchases from AAG Ltd. – Please email contact name(s).

Enforceability of Surviving Parts

A) Entire Understanding – This document and any exhibit attached constitute the entire understanding and agreement of the parties, and any and all prior agreements, understandings and representations are hereby terminated and cancelled in their entirety and are of no further force and effect.

B) Unenforceability of Provisions – If any provision of this Agreement, or any portion thereof, is held to be invalid and un-enforceable, then the remainder of this Agreement shall nevertheless remain in full force and effect.

Appendix A

Definitions

Support Line

The Support Line is 0844 871 1803. Only calls made to this number or emailed to helpdesk@alfred-ashley.co.uk. will be processed as a helpdesk call.

Support Request

For the purposes of this agreement, a Support Request is generally defined as a request for support to fix a defect in hardware, to change the existing configuration or to educate the user.

Escalation Procedure

There are two levels of support provided under the terms of this Agreement. These levels, which are integrated into the Clients’ support process, are defined as follows:

General Support—This is support provided by AAG’ help desk when it receives the Support Request from their Client. This represents generalist support. If this level of support cannot resolve the problem, the Support Request is passed to AAG Specialist Support, which are the infrastructure support specialists.

Support Requests are taken and processed by AAG helpdesk as follows:

Help Desks Hours
AVAYA CM High Priority 4 hr, Low Priority 8hr
Gold coverage 4 Hour Response
Silver coverage 8 Hour Response
Bronze coverage No SLA

Specialist Support—This is support provided by AAG infrastructure support or subject matter specialist. This level of support does not perform code modifications, if required to resolve the problem. Operational issues will be resolved at this level.

Severity Codes

The following characteristics are used to identify the severity of a problem report:

Severity 1 Severity 2
The telephone system is out of use and no calls can be received or made. Any configuration change requested by the user whilst the telephone system is functioning, this includes add moves and changes.
Calls can be made but not received. All software and firmware upgrades which are not critical to the telephone system being able to make or receive calls.
Calls can be received but not made. All calls which are deemed as user education.

Appendix B

Roles and Responsibilities

[The Client]

The Client has the following general responsibilities under this agreement:

  • The Client will conduct business in a courteous and professional manner with AAG.
  • The Client users, clients, and/or suppliers using the applications stated in the Statement of Work will use the AAG helpdesk to request support.
  • The Client will provide all information required to open a support request.
  • The Client will assign severity codes adhering to the correct usage of these codes as defined in this Agreement.
  • Once a support request has been submitted, the Client will make themselves available to work with the AAG support resource assigned to the support request.
  • The Client will provide AAG with reasonable access (via remote telecommunications or on-site access at the Clients premises) to enable AAG to meet its support obligations as set forth in this Agreement.

AAG

  • AAG has the following general responsibilities under this agreement:
  • AAG will conduct business in a courteous and professional manner with the Client.
  • AAG will log all information from the Client required to establish contact information, document the nature of the problem and the Client’s hardware/network environment (as applicable).
  • AAG will attempt to resolve problems remotely on the first response.
  • AAG will obtain the Clients’ approval before problem report closure.
  • AAG will work within the customers’ procedures/systems wherever possible.

Appendix C

Rate Card

Service Agreement

Without Agreement

AVAYA Communication Mgr £ 75.00/Mth N/A
Gold £33.00/Mth (1-8 H/S)
£44.00/Mth (9-24 H/S)
£55.00/Mth (25+ H/S)
N/A

 

Silver £30.00/Mth (1-8 H/S)
£40.00/Mth (9-24 H/S)
£50.00/Mth (25+ H/S)
N/A
Bronze N/A N/A
Telephone System/Handset £ 20.00 / Qtr hour £ 45.00 /Qtr hour
After Hours Emergency Service* Excluded Add 100 %
Minimum Charge (ACM Only) 3 Credits (45 mins) 4 Credits (60 mins)
Minimum On-Site Charge £300.00 £300.00
Travel Time for On-Site Service Included Charged at 50% hourly rate
Dedicated Project Manager Included N/A
Emergency Priority Response Included Excluded
Remote Support Software £ 35.00 /device £ 35.00 /device
Planning Session Included N/A

*After Hours Emergency Service is any work performed outside of normal business hours (M-F, 09:00 to 17:00 excluding bank holidays)

** Currently in Hard-Copy format only **

Computer/IT Support & Supply Terms and Conditions

This section of the website provides the latest copy of all standard Alfred Ashley Group, Terms and Conditions of supply.These are to be used as the definitive copy, unless otherwise specified. In this vein we would recommend that you check back from time to time to familiarise yourself with any changes that have taken place, normally as a direct result of industry, economic or legal advancements:

Available on Request

This Contract of Engagement supercedes all prior agreements between the parties. Any mutually acceptable and authorised Work Order will be appended to this Contract of Engagement and supercede, as necessary, the corresponding elements in this Contract.

This agreement is between the following parties: The Client, and Alfred Ashley Group Ltd, hereinafter referred to AAG.

Throughout this Contract of Engagement, reference is made to AAG’ current Rate Card, which is hereby incorporated into this agreement in its entirety and made a part of this agreement as though it were set out herein.

Definition of Work

A) Services will be principally comprised of ongoing projects, ad-hoc training, project management, network administration, procurement, troubleshooting, upgrades and proactive planning. Individual projects and tasks will be planned and executed based on schedules developed primarily with the Primary Technical Contact listed below.

B) Specialty consulting services, such as Certified Data Cabling, Hosted E-mail and bespoke development, will be estimated on a per project basis. Desktop Level Support service is defined as for Standalone PCs, Hardware/Software. Server Level Support is defined as for Networked PCs, Multi-user Applications. It should be noted that hourly project estimates are not a fixed-price commitment and are only an estimate, based on needs analysis and network design.

Materials

A) Due to the dynamic nature of the industry, estimates for hardware, software, peripherals and procured services are not a fixed-price commitment and are only estimates, based on needs analysis and network design. Prices and specifications are subject to revision at the time of ordering. Client will be notified verbally, or in writing upon request, of any material differences before proceeding.

B) From time-to-time, in support of projects and tasks scheduled with Primary Technical Contact listed below, AAG will manage the procurement of technology assets and services. This will include, but isn’t limited to, interviewing and selecting suppliers, developing specifications, securing price quotes, preparing Purchase Authorizations, placing orders, tracking open orders and determining supplier compliance to specifications following delivery. All estimated product prices exclude freight and applicable VAT.

Terms

A) Minimum Charges – see Rate Charge.

B) Credit Limit – Pending Client’s completion of a credit application and satisfactory credit reference inquiry results, Client’s credit limit will be set.

C) Payment Terms — Payment shall be by Direct Debit only, collected within 14 days of invoice, unless otherwise agreed in writing. Any extension or credit allowed to the Customer may be changed or withdrawn at any time.

Interest shall be payable on overdue accounts at the rate of 4% over NatWest Bank PLC base rate to run from the due date for payment until receipt by the Company of the full amount whether or not after judgement. Where an account requires litigation to collect an overdue debt an administration fee of £100 plus V.A.T. at the prevailing rate will be payable.

AAG reserves the right to deduct late fees from Client’s retainer deposit when applicable. In addition, AAG reserves the right to stop all work, until the account is brought current, in the event that any Client invoice is more than 30 days past due. Client agrees to bear full responsibility and reimburse AAG for any and all collection costs incurred by AAG due to Client’s non-payment or late payment of fees and other costs enumerated herein. Such collection costs may include but are not limited to, legal fees and court costs.

D) Retainer Deposit — 1 Months deposit is required to consummate this Contract of Engagement.

E) Facilities Description — The Client is provided with a telephone number that is known as the support line, which will be operational between the hours of 09:00 to 17:00 Monday to Friday except for Bank Holidays. Only calls made to this number or emailed will be processed as a helpdesk call. At the point a helpdesk call is made either an immediate response will be given or else an expert in the particular field will respond within the agreed time according to the service Level purchased.

The Support Line number is 0844 871 1803. It is also possible to email support questions to helpdesk@alfred-ashley.co.uk.

F) Termination Procedure — The support agreement will continue in 12-monthly periods unless terminated by the Client. Should the need arise to withdraw from the contract a notice period of 3 months is to be given to AAG by the Client prior to the next contract anniversary.

G) Changes to the contract — AAG can change the Conditions (including the charges) at any time. However, in the case of a change of charges, The Client will have a 28 day period, following publishing, in which they may raise any objections.

AAG will publish the changed Conditions 28 days prior to instatement and the Client will have access to and be informed of the location of latest and definitive contract.

H) Software Licensing – AAG does not support unlicensed software. Client represents that all installed software is licensed. In the event that Client has any unlicensed software on premises, Client is responsible for notifying AAG of such so that a remediation plan can be prepared and implemented to assist Client in achieving 100% license compliance. Client is responsible for all media and should maintain an inventory of media. Should AAG attend site and are unable to complete the job due to unavailable media, full payment will still need to be made.

I) Recruiting or Hiring of AAG Staff and Contractors — Client agrees to not recruit or hire or retain any AAG staff and/or outside contractors for employment or work of any kind, either as an employee or an independent contractor, except through AAG, during the duration of AAG servicing Client and for a period of twelve months thereafter. In addition, Client recognises that because of the substantial recruitment and training costs in the Information Technology industry, Client agrees that liquidated damages for such a breach will be 25% of the staff member’s or contractor’s then current annualized compensation, subject to a £10,000 minimum.

J) Accountability and Change Management — In order to maximize accountability for ensuring the ongoing security, reliability and performance of Client’s network, Client agrees that all packaged (“off the shelf” or “shrink-wrapped”) and custom software being added to the network will be reviewed and tested by AAG Ltd. Client also agrees that the nominal expense associated with testing software, prior to deployment on the production network, is minimal relative to the potential exposure of introducing untested software into a “live” environment. In the event that there are additional costs or difficulty in getting a software supplier’s cooperation in this respect to securing software media, license keys, or documentation, one of the Principal Contacts listed below agrees to inter-cede to secure the software supplier’s cooperation. In addition, Client recognises that risk is minimized when AAG evaluates planned software purchases prior to committing to a purchase decision. Please note that there is an £60.00-hour minimum for lab testing of industry specific software. In the event the Client chooses to bypass this recommended course of due diligence, Client agrees that AAG cannot be held responsible for unplanned or untested changes or additions to the network. AAG will give Client the option of having AAG attempt to repair the problem; however, this will be at a 15% rate premium, depending on the nature of the emergency and the level of skill required to solve the problem.

K) Sanctity of Administrator Password — Client agrees that all reasonable attempts will be made to ensure only authorised and properly trained Client employees are privy to the current administrator password(s). AAG recommends that a minimum of two Client employees, but no more than three, be entrusted with this responsibility. In addition, Client agrees that these authorised employees who have access to administrator password(s) will be available for both initial and ongoing training with AAG staff.

L) Risk of Data Loss — Client assumes all risk of data loss from any and all causes or in any way related to or resulting from the repair or service of computer hardware, software or other equipment by AAG Ltd. Client agrees to bear full responsibility for all data backup prior to any repair or service of computer hardware, software or other equipment by AAG Ltd. Client hereby releases AAG from any claim or liability related to data loss for any reason whatsoever.

M) Computer Viruses — AAG agrees to make best effort to protect Client’s computer systems from computer viruses providing the client has purchased the necessary recommended anti-virus software. Client assumes all risk of computer viruses and will not hold AAG responsible. Client is responsible for the costs of consulting time and materials required to remove any computer viruses.

N) Indemnification — Client shall indemnify and hold harmless AAG from any and all claims, demands, suits, actions, proceedings, loss, cost and damages of any kind, including reasonable legal fees, caused by or arising out of, or contributed to, in whole or in part, by reasons of any act, omission, professional error, fault, mistake or negligence of AAG Ltd, its employees, agents, representatives or subcontractors in connection with or incidental to the performance of this agreement.

O)Money Back Guarantee — AAG will credit Client in the event that AAG fails to achieve the Service Level Agreement targets specified for problem reports in Appendix A. In the event that AAG fails to achieve said targets on 80% of problem reported by Client during the course of the contract period, AAG agree to recompense Client 15% of the annual retainer value for every 5% achieved below target. This calculation will be done annually but performance statistics will be reviewed and reported monthly by AAG.

P) Jurisdiction — The laws of the England and Wales shall govern this agreement, its terms and conditions. Client agrees that the proper forum for any claim arising under this agreement shall be in London.

Principal Contacts

A) Primary Financial Contact (authorised signer) – Please email contact name(s).

B) Primary Technical Contact (Client on-site project manager, responsible for prioritisation of projects and tasks, authorisation to schedule work and act on-behalf of Primary Financial Contact) – Please email contact name(s).

C) Invoice Contact (invoices will be sent to this person at address listed above; unless listed below, this person is not authorised to request service orders and materials purchases from AAG Ltd) – Please email contact name(s).

D) Additional Authorised Contact(s) – Please list any additional employees beyond (A) and (B) above who can request and authorise service orders and materials purchases from AAG Ltd. – Please email contact name(s).

Enforceability of Surviving Parts

A) Entire Understanding – This document and any exhibit attached constitute the entire understanding and agreement of the parties, and any and all prior agreements, understandings and representations are hereby terminated and canceled in their entirety and are of no further force and effect.

B) Unenforceability of Provisions – If any provision of this Agreement, or any portion thereof, is held to be invalid and un-enforceable, then the remainder of this Agreement shall nevertheless remain in full force and effect.

Appendix A

Definitions

Support Line

The Support Line is 0844 871 1803. Only calls made to this number or emailed to helpdesk@alfred-ashley.co.uk. will be processed as a helpdesk call.

Support Request

For the purposes of this agreement, a Support Request is generally defined as a request for support to fix a defect in existing application code or a request for support that involves no modifications to application code, such as a question.

Work Order

For the purposes of this agreement, a Work Order is generally defined as any request to make modifications to the functionality of an existing system or any request to add functionality to an existing system. Such requests are only covered under this agreement if under five days of effort.

Escalation Procedure

There are two levels of support provided under the terms of this Agreement. These levels, which are integrated into the Clients’ support process, are defined as follows:

General Support—This is support provided by AAG’ help desk when it receives the Support Request from their Client. This represents generalist support. If this level of support cannot resolve the problem, the Support Request is passed to AAG Specialist Support, which are the infrastructure support specialists.

Support Requests are taken and processed by AAG helpdesk as follows:

Help Desks Hours
Gold coverage 4 Hour Response
Silver coverage 8 Hour Response
Bronze coverage No SLA

Specialist Support—This is support provided by AAG infrastructure support or subject matter specialist. This level of support does not perform code modifications, if required to resolve the problem. Operational issues will be resolved at this level.

Severity Codes

The following characteristics are used to identify the severity of a problem report:

  • Business and financial exposure
  • Work outage
  • Number of clients affected
  • Workaround

It is not necessary (nor is it likely) to have perfect match of each characteristic to categorize a problem report at a particular severity level. A given problem must be judged against each of the characteristics to make an overall assessment of which severity level best describes the problem. AAG and the Client jointly determine the initial severity rating for the Support Request. Level 2 support personnel, when required may then negotiate with the Client to modify this severity after the report is elevated to them.

The characteristics below do not cover work requests. Severity levels for work requests may carry a different set of characteristics and weightings. Work requests with level of effort more than three days are not covered as part of this service level agreement.

Severity Codes

The following characteristics are used to identify the severity of a problem report:

  • Business and financial exposure
  • Work outage
  • Number of clients affected
  • Workaround

It is not necessary (nor is it likely) to have perfect match of each characteristic to categorize a problem report at a particular severity level. A given problem must be judged against each of the characteristics to make an overall assessment of which severity level best describes the problem. AAG and the Client jointly determine the initial severity rating for the Support Request. Level 2 support personnel, when required may then negotiate with the Client to modify this severity after the report is elevated to them.

The characteristics below do not cover work requests. Severity levels for work requests may carry a different set of characteristics and weightings. Work requests with level of effort more than three days are not covered as part of this service level agreement.

Severity 1 (Critical) Severity 2 (High) Severity 3 (Medium) Severity 4 (Low)
Business and financial exposure
The application failure creates a serious business and financial exposure. The application failure creates a serious business and financial exposure. The application failure creates a low business and financial exposure. The application failure creates a minimal business and financial exposure.
Work Outage
The application failure causes the client to be unable to work or perform some significant portion of their job. The application failure causes the client to be unable to work or perform some significant portion of their job. The application failure causes the client to be unable to perform some small portion of their job, but they are still able to complete most other tasks. May also include questions and requests for information. The application failure causes the client to be unable to perform a minor portion of their job, but they are still able to complete most other tasks.
Number of Clients Affected
The application failure affects a large number of clients. The application failure affects a large number of clients. The application failure affects a small number of clients. The application failure may only affect one or two clients.
Workaround [This bullet carries the heaviest weighting of the characteristics for Severity 1 and 2.]<
There is no acceptable workaround to the problem (i.e., the job cannot be performed in any other way). There is an acceptable and implemented workaround to the problem (i.e., the job can be performed in some other way). There may or may not be an acceptable workaround to the problem. There is likely an acceptable workaround to the problem.

Appendix B

Roles and Responsibilities

[The Client]

The Client has the following general responsibilities under this agreement:

  • The Client will conduct business in a courteous and professional manner with AAG.
  • The Client users, clients, and/or suppliers using the applications stated in the Statement of Work will use the AAG help desk to request support.
  • The Client will provide all information required to open a support request.
  • The Client will assign severity codes adhering to the correct usage of these codes as defined in this Agreement.
  • Once a support request has been submitted, the Client will make themselves available to work with the AAG support resource assigned to the support request.
  • The Client will continue to provide AAG access, software, licensing, training, documentation, and support of its fault reporting system.
  • The Client will provide all of the necessary and requested documentation, information, and knowledge capital to AAG prior to the start of support of a new application.
  • The Client will provide AAG with reasonable access (via remote telecommunications or on-site access at the Clients premises) to copies of the Licensed Software to the extent necessary, in AAG discretion, to enable AAG to meet its support obligations as set forth in this Agreement.
  • The Client, at its sole expense, will provide access via the Internet. AAG shall be entitled to use this Internet connection in discharging its responsibilities under this Agreement. AAG shall have no liability to the Client if AAG’ ability to render support is impaired by the Clients’ inability to provide telecommunications functionality required for remote support.

AAG

AAG has the following general responsibilities under this agreement:

  • AAG will conduct business in a courteous and professional manner with the Client.
  • AAG will log all information from the Client required to establish contact information, document the nature of the problem and the Client’s hardware/network environment (as applicable).
  • AAG will attempt to resolve problems remotely on the first response.
  • AAG will be the interface on behalf of the Client to development and other organizations as appropriate.
  • AAG will obtain the Clients’ approval before problem report closure.
  • AAG will provide helpdesk reports on a regular basis.
  • AAG will work within the customers’ procedures/systems wherever possible.

Appendix C

Rate Card

For details, see the relevant Contract of Engagement for Annual Service Agreement.

Annual Service Agreement Without a Service Agreement
Gold £199.00 / Month N/A
Silver £99.00 / Month N/A
Bronze N/A N/A
Desktop PC Support £20.00 / Qtr hour £45.00 /Qtr hour
Server/LAN/WAN Support £20.00 / Qtr hour £45.00 /Qtr hour
After Hours Emergency Service* Excluded Add 100 %
Minimum Charge for Phone
and E-mail Support 1 Credit (15 mins) 2 Credits (30 mins)
Minimum Charge for On-Site
Service £300.00 £300.00
Travel Time for On-Site Service Included Charged at 50% hourly rate
Dedicated Project Manager Included N/A
Priority Response Time for
Emergencies Included Excluded
Remote Support Software £ 35.00 /device £ 35.00 /device
Access to Network of Local IT
Partners and Contractors Included N/A
Quarterly Planning Session Included N/A
Annual IT Audit Included N/A

*After Hours Emergency Service is any work performed outside of normal business hours (M-F, 09:00 to 17:00 excluding bank holidays)