We have structured our Support into “Customer Care Plans” to suite the equipment and software you operate as well as taking into account your computer expertise.

BAND “A”

Band “A” is hardware maintenance only.  This is only suitable for customers with their own I.T. staff.  It also applies to Monitors, Printers and Hubs, or equipment that needs no reconfiguration.  This band covers repair/replacement of faulty hardware items. 

E.g. A PC with a faulty hard disk would have the disk replaced and the customer will be left with a C: prompt only.  It would then be down to the customer to re-install windows and any application software.

BAND “B”

Band “B” is the minimum recommended for most GBS customers.

Band “B” is 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.

We do not cover corruption of Windows operating systems, e-mail or virus problems within any of our bands.

Band “B” for servers includes reinstallation of last known good backup from tape. 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 “C”

Band “C” Applies to Server Operating Systems i.e. NT, SBS2000/3, Server 2000/3, Exchange, Terminal Server etc.  Band “C” is Band “B” plus network software reconfiguration.  This will include reconfigure of software where errors have occurred due to hardware failure.  For example, a backup, has not worked because of tape drive failure. Server does not work due to hard disk failure.

NB. This is not an end user telephone support contract for explaining how the operating system works.  

SOFTWARE SUPPORT “S”

Applies to application software and covers telephone support and free updates to the software provided by the author.  Typical applications include: Pegasus Payroll and Accounting, Sage, Docman (the GBS-Document Management software), Laserforms and any Bespoke Software.

NB. Please be aware of all software licence agreements with their authors.  This contract does not entitle you to free upgrades unless specified in their licence agreement.

OTHER SERVICES

All other services will be charged at our then current rates.  At present these are £75 per hour office hours (9am-5pm) and £85 per hour outside of these times. 

Services will include help in diagnosing problems, not necessarily fixing them. 

All problems caused by SPAM, Virus’ and network cabling problems are outside these contracts.