By subscribing to any of our services, you signify your understanding and acceptance of the following terms and conditions.

Proactive Monitoring

Health Warning Pop-up Alerts: Our application will alert you via a pop-up message when any of the following situations occur – Antivirus Protection Disabled, Low Hard Drive Space Warning, Tune-up Reminders, Hard Drive Not Optimized, Hard Drive Failing, Windows Firewall Disabled. Clients on the Monitoring Service will be notified of these situations. Clients on the Maintenance or Management Services will have these matters investigated automatically by us, with appropriate action being taken if necessary.

Application Crash Monitoring: We will monitor your computer for recent application crashes. Regular application crashes that are interfering with your use of the computer may be investigated further. Clients on the Monitoring Service will be notified of the low application crash situation. Clients on the Maintenance or Management Services will have this matter investigated automatically by us, with appropriate action being taken if necessary.

Disk Space Monitoring: Low available hard drive space can be a major cause of poor performance. We will monitor your hard drive in real time and may take action if the available space becomes critical. Clients on the Monitoring Service will be notified of the low disk space situation. Clients on the Maintenance or Management Services will have this matter investigated automatically by us, with appropriate action being taken if necessary.

Event Log Monitoring: We will monitor the system event log for instances of critical entries. Clients on the Monitoring Services will be notified of critical entries. Clients on the Maintenance or Management Services will have these entries investigated automatically by us, with appropriate action being taken if necessary.

Proactive Maintenance

Microsoft Windows Updates: Windows updates often include feature enhancements and security updates to protect Windows from malware and malicious attacks. These updates are not all necessary, and some can cause issues after installation. It can be difficult for an end user to know what is important. Clients on the Monitoring Service will NOT automatically receive this feature. Clients on the Maintenance or Management Services will automatically have Windows Updates maintained by us.

Windows Patch Management: A patch is a piece of software designed to update a computer program or its supporting data, to fix or improve it. This includes fixing security vulnerabilities and other bugs, with such patches usually called bug fixes, and improving the usability or performance. Microsoft often releases patches to address recently discovered vulnerabilities in its software. Clients on the Monitoring Service will NOT automatically receive this feature. Clients on the Maintenance or Management Services will automatically have Patch Management maintained by us.

3rd Party Software Updates: Unpatched applications like Oracle, Java, Apple, QuickTime, and Adobe Reader leave your systems vulnerable to exploits and malware. Our Third Party Patch Management solution extends Microsoft updates & patching to third party applications to close security holes and guard against attacks and ensure your computers are always up to date. Clients on the Monitoring Service will NOT automatically receive this feature. Clients on the Maintenance or Management Services will automatically have 3rd Party Updates maintained by us.

General File Cleanup: We may periodically remove files that are no longer needed and can be safely deleted. Removing unnecessary files, including temporary files, can help to speed up and improve the performance of the computer. Clients on the Monitoring Service will NOT automatically receive this feature. Clients on the Maintenance or Management Services will automatically have General File Cleanups performed by us.

Security

Managed Antivirus & Licensing: A managed antivirus solution is a service we provide, where we take care of installing the software on your computers, and will then manage the solution for you.  Clients on the Monitoring, Maintenance or Management Services will have this feature installed and maintained by us.

Virus & Spyware Health Monitoring: We ensure that scanners are up-to-date and scans are scheduled for a convenient time, thus protecting computers. In the event of any issues, we are notified so that remedial action may quickly be despatched. Clients on the Monitoring, Maintenance or Management Services will have this feature maintained by us with appropriate action being provided if necessary. Automated virus removal is included, however manual virus removal requiring intervention is not included.

Virus Removal: For clients on the Maintenance or Management Services, any threats identified by the service will be removed by us at no additional cost to you using standard methods currently in use by us. Difficult-to-remove viruses that require an operating system reinstallation will incur an additional charge. For clients on the Security Service, a 25% discount off our standard rates will apply to virus removal.

Support

Priority Service: As a VIP client, your issues will receive priority to ensure all matters are dealt with in a timely manner. Priority service is included in the Maintenance or Management Services only.

Secure Remote Desktop Software: We use a secure, remote control program that allows us to connect to your computer and troubleshoot and solve problems quickly and effectively. You have the ability to see everything being done simultaneously. This feature is provided in the Monitoring, Maintenance or Management Services.

System Tray “Support on Demand”: We provide you with a simple way to contact us for any issues or queries. Our icon is visible in the bottom-right of your screen, and when clicked, presents you with a simple form which is sent directly to us and creates a job in our ticketing system. This feature is provided in the Monitoring, Maintenance or Management Services.

Outside Business Hours Support: We will endeavour to respond to your requests in a timely manner outside of normal business hours. This might involve a simple email reply, or a remote connection to your computer to resolve an issue. This aspect of the service will be at our total discretion and will depend on technician availability. This feature is provided in the Maintenance & Management Services only.

Phone & Remote Connection Support: Outside business hours support is limited to email & SMS contact, with phone contact being at the discretion of the technician and subject to technician availability at the time. This feature is provided in the Maintenance or Management Services only.

Backups

Online Backup Software: We will install a suitable backup software application and configure it to back up what we consider to be important files. We will not back up any files that we believe may have been obtained without the relevant licensing. Any items not covered by this backup will be brought to the attention of the client so they may make other arrangements if required. This feature is provided in the Backup Service only.

Online Backup Management: We will monitor and maintain the backup software for the client to ensure that backups are successful. This feature is provided in the Backup Service only.

We will provide 100Gb of online storage for each device that is covered by this service. This feature is provided in the Backup Service only. Additional storage will incur an additional charge. The client will be given the opportunity to reduce the size of their backups before being charged for more storage.

Additional Information

Onsite Work: This service applies only to the Management Service. Onsite service will be limited to 1/2 hour, with additional time being charged a 50% of our current standard rates. Addition work may be provided by workshop services or remote connection at no charge, if deemed necessary by us. Clients on the Monitoring or Maintenance Services will be offered onsite services at discounted rates.

Offsite Workshop Work: This service applies only to the Management Service. Clients on the Monitoring or Maintenance Services will be offered off-site workshop services at discounted rates.

Discounted VIP Member Pricing: In the event where the remedial action required to solve the problem is not covered by the Service, you will be offered a solution to the problem at discounted rates. This feature is provided in the Monitoring, Maintenance & Management Services.

The features of each service only apply to the specific Microsoft Windows device that has been enrolled in the service and does not include work on other products or systems.

Discounted services only apply to IT services and do not include parts or software purchases.

Discounts don’t apply to any 3rd party or outsourced services such as Data Recovery unless stated otherwise.

Other fees may apply without discounts.

User training is not covered under any of the services.

We reserve the right to withdraw any or all of these services at any time.

All services are provided on a month by month basis. We reserve the right to cancel your service for any reason following 30 days notice.

Our standard business hours are Monday to Friday from 8:00am – 4:00pm, and Friday from 8:00am – 3:00pm. Hours that fall outside of these ranges are considered Outside Business Hours for the purpose of these services.

All monthly pricing will be reviewed on July 1st each year and may be subject to change to reflect current supply costs.

The above details are current as at 22nd October 2017.