Technical Support Terms and Conditions

Pre-Contract Site Survey

To agree what level of service contract is required Karmic Synergy will undertake an initial free on-site survey for new clients (approximately 1 hour). This will be reviewed annually with a half-hour review to ensure that adequate cover remains in place.

This will provide:

Summary of hardware and software
Main functions and users
Ongoing problems/immediate issues that will need to be resolved or planned for within the contract
Recommendations and maintenance contract costed accordingly
Identify any third party software or dial up settings required for delivery of specific company services or products.

The Maintenance Service

Karmic Synergy are able to offer a quality maintenance service on most aspects of computers and related equipment. Unless otherwise agreed the equipment serviced and maintained should be:

PCs running Microsoft Operating Systems/software
Servers running Microsoft Server Operating Systems and Linux Operating Systems
Cloud Infrastructure
Cloud Services

Computer Network Infrastructure (switch/hub/routers/cabling)

Wireless Infrastructure

Authorization To Access Computer Or Mobile Device

Customer agrees that by using the Services, Customer is authorizing Karmic Synergy to access and control Customer’s computer and/or mobile device via remote access software for the purposes of diagnosis, maintenance, service, monitoring and repair. Customer further authorizes Karmic Synergy to download software and modify any system setting in connection with the Services. Customer must provide consent and follow agent instructions to initiate any remote support session.

Monitoring Of The Services

Karmic Synergy may monitor and shall record its provisions of the Services and Devices, including recording telephone calls and/or online sessions, for purposes of improving customer service, internal training, and internal market research. Customer hereby grants permission to Karmic Synergy to monitor and record the Services including phone calls and to use or disclose any information as necessary or appropriate to satisfy any law, regulation or other governmental requests; to provide the Services to Customer; to protect ourselves and/or our users; and to enhance the types of Services Karmic Synergy may provide to in the future. Customer agrees that call recording is necessary to maintain the quality of the Services and Customer shall not opt out of call recording while these Service Terms are in effect.

Replacement Parts / Warranty Repairs 

Karmic Synergy will contact the manufacturer and if the device is covered under manufacturer’s warranty will arrange with the manufacturer for the repair of the device, Karmic Synergy staffs’ time for backing up and installing software and data will be charged at your normal rate your normal rate unless otherwise agreed
Karmic Synergy will endeavour to source and supply any replacement parts that are not covered by manufacturer’s warranty. These will be invoiced to the customer.

Procedure for Fault Reporting

Faults should be logged via the Technical Support Coordinator on Telephone or via the website www.KarmicSynergy.co.uk or email. Please provide your name, company, location and telephone contact details, equipment details, and a full description of the fault symptoms including any error messages. If a full description is not given, this could lead to delays in service as cases will be prioritized by the engineer based on the fault description.

Karmic Synergy service is delivered either within support package response time by telephone, email, remote access or by a mutually agreeable call out date and time dependant on the problem, urgency, location and access. (Please note that these arrangements can only be met if logged through the above reporting procedure).

Karmic Synergy’s standard working hours are 9.00am to 5.00pm Monday to Friday.

Virus Damage

Emergency support will not cover the repair of virus infection unless the client’s computers are running up to date anti-virus software.

Payment Terms

Payment for support contracts are by monthly direct debit/standing order. General support is payable by the monthly invoice due on the end of the month. Late payment fees will be added 14 days after the due date of 10%

Termination

The initial contract is valid for three-years at the chosen number of hours. Either party may terminate the agreement governed by these terms and conditions with one month’s effect on written notice. All unused hours will be refunded.

General Terms

Karmic Synergy reserves the right to amend the terms and conditions at any time.

Data Protection

The information you provide or we hold may be used by our employees and/or agents to: 

Identify you when you make a telephone enquiry
Help administer any accounts, services and products offered by our company now and in the future
Write to, telephone, email or visit you in person with information about other services and products offered by us. We will not contact you in this way if you have opted out or otherwise not consented. (Please write to us if you do NOT wish to hear about other products and services.)