W-Secure Support Package Terms

Section 1: (1, 2, 3 & 4)

• Payment is required before or on agreement commencement date
• Prices quoted are per unit/device
• Prices quoted exclude VAT @ 20%
• A term of one calendar year applies
• Supplied as downloaded software with an email subscription code
• Customer is fully liable for backing up their data on a regular basis
• Verbo Computers cannot be held liable for any damage to data files from unknown/new viruses that F-Secure fail to detect
• Software is transferable to another machine should current machine fail (one move per year)
• Telephone support is reserved at 15 minute sessions at our discretion on only F-Secure issues

Section 2: (5 & 6)

• Remote support to software only covers known software programs (excluding out-of-life products at our discretion)
• Remote support will be undertaken within working hours, 9am to 5.30pm. Monday to Friday, excluding Bank holidays (out of hours support can agreed by prior arrangement)
• Remote support response will be undertaken within 12 working hours (maximum) from ticket creation
• Remote support tickets logged after 5pm may not be responded to until the next working day

Section 3: (7, 8, 9 & 10)

• Support to software only covers known software programs (excluding out-of-life products / hardware at our discretion)
• Backup software must be known to Verbo Computer to aid in setup

Section 3a: (a, b, c & d)

• Verbo Computers installs Datto File Protection software as Partner, all additional Terms and Conditions
• are as stated on the Datto File Protection.  CLICK HERE  Should you require a full copy emailed please request at support@verbo.co.uk
• Data backed up must be specified during installation.  Additional folders/files can be added at any time and training will be provided if requested.

Section 4: (11, 12, 13 & 14)

• Workshop MOT must be booked into workshop within one month of contract commencement
• Workshop MOT does not include collecting or returning machine
• Workshop tasks do not include collecting or returning machine unless taken from onsite appointment.
• Telephone support is reserved at a reasonable length of time
• Telephone support to any issue is reinforced via remote software

Section 5: (15 & 16)

• Verbo Computers reserved at 3 hours onsite, if issue is not solved machine will need to be taken back to workshop
• Reduced labour charge of 10% off standard labour charge5.30