Basic Terms and Conditions for eCare Remote Support
What am I entitled to with eCare Support?
- Remote Support
- Telephone Support
- Best-effort response times (see Appendix A)
- Support on each machine that you pay to be covered
- A “reasonable” amount of support each month
What is not covered by eCare?
- On-Site Support
- Callout Charges
- Workshop Evaluations and/or Workshop Labour
- Guaranteed Response Times
- Support on Devices not paid for under your agreement (for example, if you pay for support for your iMac; your MacBook Pro and iPhone are not covered.
- Training or Consultancy
- Computer or Device Healthchecks
How much Remote Support does eCare entitle me to?
We provide support on a “reasonable use” basis.
Clients that regularly call for advice on how to perform tasks, rather than for actual issues, will be asked to pay for consultancy or Training. We will provide basic assistance on how to perform tasks at our discretion, however, it is understood that if the service is abused, we will charge for support.
If we give you advice on how to resolve an issue and you do not follow this advice, we reserve the right to charge for support or to refuse support.
We will endeavour to provide support for any computer, however, we are limited by what support we can provide if your machine does not meet our minimum requirements.
If the computer is too old, it may not be able to run our remote access software or may not receive software updates or be able to install software. We will advice you if we are unable to provide support due your hardware of software being too old.
Mac OS X – Minimum Requirements
Mac OS 10.12 or later 4Gb RAM
Windows – Minimum Requirements
Windows 10 or later 4Gb RAM
What are the Contract Terms?
eCare is provided on a rolling monthly contract that can be cancelled with 30 days notice.
We do not tie our clients into long-term contracts, as we feel if you are not happy with the service then we’re not providing the level of support we should be.
You must notify us if you do not wish to continue with the service, even if you have not used it. You are liable for the cost of the service until you notify us you wish to cancel it, at which point you are bound by the cancellation period.
We will not be held financially liable for any loss of earnings, loss of businesses, loss of potential business, personal loss or any other impact to yourself of your business as a result of failure of the service or failure to provide the service.
How long will you keep my data for?
We will keep your data for as long as you continue to pay for the service.
If you fail to pay or settle your account balance for any reason, we will delete your data at the end of the current billing period or after 30 days, whichever is sooner.
How do I cancel my Service?
Please notify us in writing by either eMail or Letter to our Accounts Department:
50 Acre End Street