  Hardware maintenance contract terms and conditions Martin Neame Associates hardware maintenance contracts cover from defect all computers and peripheral devices listed within the items covered section of this document. All items of hardware which are to be covered under the terms and conditions of this maintenance contract must first be inspected by a representative of Martin Neame Associates and working condition and status agreed by both parties. Any item of hardware deemed faulty at the time of first inspection cannot and will not be covered under the terms and conditions of this maintenance contract. However a one off ad-hoc service call to repair the fault can be booked and this service is charged at our normal hourly rate for analysts plus any parts used. After the service call has resolved the fault the previously faulty item will then be covered under the terms and conditions of the maintenance contract. During a service call if any item of hardware is deemed faulty and beyond repair that item of hardware will be replaced "like for like". In the event where it is deemed impossible to resolve the problem onsite Martin Neame Associates reserve the right to remove the item or machine from site and return to base for repair (RTB). A full spec temporary replacement machine will be left at the customers site whilst repair takes place. When the faulty machine or item has been fully repaired and tested it will then be returned to customer's site and the temporary replacement machine will be reclaimed. Service level response times can vary depending on the type of service required. If a faulty part which requires replacement is unavailable Martin Neame Associates will make a best endeavour to complete the service call within the time scale specified in the service level agreement chosen by the customer. Alternatively a quote can be given to complete the service call with an alternative upgraded part if required. If there are any new items of hardware, which you require to add to the maintenance contract, these items must first be inspected by a representative of Martin Neame Associates. A written quotation can then be given for any additional costs, which may or may not be charged to add the item/s to the maintenance contract. Upgrades to existing hardware will only be supported providing the upgrade was installed by a representative of Martin Neame Associates, prices for upgrades can be given upon request. Disclaimers Martin Neame Associates highlight that it is the customer's responsibility to ensure all data is backed up before any service call takes place. Martin Neame Associates accept no responsibility for any loss or corruption of customer's data. Martin Neame Associates confirm that it is the customer's responsibility to reinstall any software and configure any repaired / replaced item of hardware unless Martin Neame Software support option is selected as part of the maintenance contract. Any unauthorised attempt to upgrade, modify or repair any item of the hardware covered under the terms and conditions of this agreement will result in the termination of this maintenance contract. Written notice will be given confirming the breach of contract and no refunds will be made. |