The Customer Care To Support Business Systems

Published Date: 02 Nov 2017

Support and maintenance is important to keep the day to day running of the company. We have a scheme of support, maintenance and warranty services to safeguard your IT environment during and after warranty periods. We have experienced technicians, an extensive parts network, and flexible service level options designed to meet your specific business needs (IBM, 2013).

Maintenance provides you with a free upgrade package, for example from Moodle 2.4 to Moodle 2.4.2. To be able to acquire this upgrade, your Maintenance Contract must be current on the date of the relevant Product Release (Lispworks, 2011 - 2012).

To be able to provide you with the required IT solutions, firstly we need to know your business needs. Our experience IT consultants will assess your systems and your business working practices to build up an extensive knowledge of the day to day running of the business. As nowadays every company is focusing on performance, quality and how to minimise system downtime, it’s where on-site business service is critical. Thus will provide you with expert technical help to solve your computing issues as and when they may arise.

Our on-site maintenance agreements provide on-site hardware support for Servers, Desktops, laptops and PCs. Our experience in software development guarantee you so as to make sure we can provide you with the information and help to keep your IT systems running, and together with our telephone support team, we can help you configure, install and troubleshoot software application problems if things go (Microbyte Solutions, 2013).

Chittra Ltd will support and maintain the Covered Software for a period of twelve (12) consecutive months from the Start Date set out above. The Cover entitles the Licensee to all new releases and upgrades, both major and minor, occurring within the covered period. Chittra Ltd will automatically inform the Licensee by email of all major upgrades and new releases software.

Please note that however:

i) We do not inform you personally of minor upgrades.

ii) We have also known of instances where our emails have gone into our Customers’ junk email, we strongly recommend that you regularly check our website for all the latest upgrades.

Continuous Care

In the normal trend, the term maintenance implies continuous care. We believe we should be available to you anytime not just when we’re called out. At Chittra Ltd Consultancy provides experienced and qualified IT support solutions based upon best practice and corporate quality standards. It was conceived to greatly simplify the provision of support services, enables a secure and reliable IT environment and thus provides a single point of contact to manage all IT related queries for a business.

D:\MiddleSex\Computer Project Mgt\Project mgt Coursework\How do we do it.jpg

How to Access Support & Maintenance

Both email and telephone support is provided. Telephone support is provided Mon- Fri during the hours of 9am - 5pm UK time, excluding UK public holidays. Other times are available by arrangement. Chittra Ltd will respond to your request for support according to priority list, aiming to respond within its next business working day. (Please note that you should phone in for support we do not guarantee that we will provide an instant solution there and then.)

Please Note:

For Support purposes and in order for Chittra Ltd to fulfill its duty in keeping the Licensee informed of the latest updates and new releases, it is the Licensee’s responsibility to ensure that Chittra Ltd is provided with the most up-to-date names and email contact details of the Licensee.

Emails requesting support should not be sent directly to a named person, as they may be unavailable and requests for support will not therefore be picked up by other members of the Support Team.

We operate a ‘fair usage’ policy (see Duration and Terms).

Thank you for Purchasing Chittra Ltd Software Support and Maintenance Cover.

Please do not hesitate to contact us for support or queries, no matter how small they may seem. We are always happy to be of assistance and pride ourselves in providing excellent support and customer care.

SUPPORT AND MAINTENANCE COVER

Duration and Terms

1. The Software Support and Maintenance Cover ("SMC") commences upon receipt of the Software Product and will continue for twelve (12) consecutive months from the Start Date specified. Thereafter, the Licensee may purchase a continuation of the annual SMC provided that the SMC is renewed on or before its expiry.

2. The Licensee may only use the type and number of copies of the Software Products and documentation for which the appropriate Licence fees and SMC have been paid.

3. The Licensee may not assign the rights of this Support and Maintenance Cover to any other party without the prior written consent of Chittra Ltd.

4. If you choose to upgrade the Software, then the upgraded Software will supersede the Software Product being replaced. The replaced Software Product cannot be used.

6. To enable us to provide technical support you are expected to provide us with a single point of contact for the co-ordination of SMC support. We would also require that person to be suitably technically qualified and competent to work with our software.

7. It is the Licensee’s responsibility to ensure that Chittra Ltd is provided with the most up-to-date names and email contact details of the Licensee and support coordinator.

8. We operate a ‘Fair Usage’ policy. You are entitled to a minimum specified number of hours of support per annum. The number of hours is related to the cost of your SMC. Every $50/£30/€35 cost of SMC equates to a minimum entitlement of 1 hour of Support time. You can request further support, which will be offered at our discretion. The additional support may incur of fee.

9. You must provide us with reasonable access (e.g. remote access, or as needed by us,) to the Software and all relevant documentation and records relating to a reported issue, and such reasonable assistance as we may request, including sample output and other diagnostic information.

We reserve the right to NOT provide support and maintenance in the following Circumstances:

1. If you have not ensured that hardware and network services are correctly configured and operating according to specifications, and operating system software and other third party software.

2. If our Software Product has been modified and/or customised.

3. SMC support will only apply to commercially released and updated software

4. We may at our sole discretion refuse to accept support requests from individuals who in our reasonable opinion unnecessarily consume excessive support resources.

5. Chittra Ltd reserves the right to NOT renew your SMC support at our absolute discretion.

6. Chittra Ltd reserves the right to amend your SMC support and/or these terms and conditions at any time on 30 days’ prior written notice.

Services NOT included:

Your Support and Maintenance Agreement does not include:

(i) Custom programming services;

(ii) On-site support, including installation of the Software;

(iii) Customer training.

However, it may be possible to purchase these services from us by separate application and on payment of a separate fee.

IBM. (2013). Technical Support Services. Retrieved March 10, 2013, from IBM: http://www-935.ibm.com/services/us/en/it-services/tech-support-and-maintenance-services.html

Lispworks. (2011 - 2012). Lisp Support and Maintenance. Retrieved March 10, 2013, from Lispworks: http://www.lispworks.com/support/description.html

Microbyte Solutions. (2013). Microbyte Solutions. Retrieved March 10, 2013, from Support & Maintenance: http://www.microbyte.co.uk/how-we-do-it/