BAND “A”
Band “A” is hardware maintenance only. This band covers repair/replacement of faulty hardware items.
Typically it applies to monitors, printers and entry level switches, or equipment that needs no reconfiguration
Therefore, a PC with a faulty hard disk would have the disk replaced. It would then be down to the customer to re-install windows and any application software.
BAND “B”
Band “B” is the minimum recommend for most GBS customer’s equipment. Band “B” is essentially Band “A” plus reconfiguration of the faulty item. e.g. A router will be reconfigured to its last known configuration, a PC will be rebuilt with the operating system (Windows) reinstalled and network connections established and software originally provided by GBS will be reloaded.
NB, This scheme does not include reinstallation of applications supplied by others, such as banking software. There will be an additional charge for these services unless previously agreed.
Band “B” for servers includes reinstallation of last known good backup from tape or supported backup media. However, it is always the customer’s responsibility to ensure that backups are made and verified. GBS cannot be held responsible for the loss of any data.
NB. Original software must be made available to the GBS Engineer to perform his tasks by the customer.
BAND “E”
Band “E” is an Enhanced service for Servers where we monitor your system and report on it on an agreed weekly or monthly basis.
Band “E” is a remote managed service on the server and its operating systems and will includes creating users, groups and security. It also includes internal problems with e-mails through exchange, but excludes diagnosis of faults outside the system network.
NB. This is not an end user telephone support contract for explaining how the operating system works.
Band “S”
Applies to application software and covers 1st line telephone support and free updates to the software provided by the author. Typical applications include: Pegasus Accounting and Payroll, Sage Accounting and Payroll, Docman (GBS-Document Management software), Bespoke Software, Iris accounts and case management, Invu, GFI and McAFee Products.
EXCLUSIONS AND OTHER SERVICES
We do not cover corruption of systems due to Viruses or SPAM attack within any of our care plan bands. This service is provided at an additional charge. We recommend that the relevant firewalls and antivirus engines are put in place to protect you from the majority of these attacks.
All wiring and network cabling problems are outside the terms of these contracts.
All other services will be charged at our then current rates. At present these are £75 per hour office hours (9am-5pm) and £95 per hour outside of these times.
Services will include help in diagnosing problems, not necessarily fixing them if beyond our control.