Any action, help or advice which is conducted off-site, either over the phone, via email or by using screen sharing software to remotely view and/or control a device used by the Customer. This includes remote management of cloud services, where the service is supplied by the Provider or its partners.
Any action, help or advice which is carried out on-site, including but not limited to; consultation, tuition, delivery, collection, installation, configuration, troubleshooting, diagnosis, repair or replacement of physical hardware or software used by the Customer.
Any work conducted for the Customer at the Provider's workshop, including but not limited to; troubleshooting, diagnosis, repairs, upgrades, preparation, configuration, software installation, data recovery or destruction.
The Provider's cost of transport, including fuel, tickets, tolls, parking and the amount of time spent travelling to and from the Customer, or between locations on behalf of the Customer.
In context of Remote Support, a 'session' is the billable duration of time in which an issue is addressed by the Provider remotely (by any means). For Remote Support, a single session is considered to be anything up to 30 minutes. For example, Remote Support lasting 20 minutes would be considered one session. Remote Support lasting 45 minutes would be considered two sessions. For the purpose of billing, the minimum charge is one session, or '30 Minutes'.
In context of On-Site Support, an 'appointment' is the billable duration of time spent on-site (at any location) by the Provider. For On-Site Support, time is billed in hourly sessions (anything up to 60 minutes). For example, an on-site visit lasting 20 minutes would be considered one session, or '1 Hour'. An on-site visit lasting 90 minutes would be considered two sessions, or '2 Hours'. For the purpose of billing, the minimum charge is one session, or '1 Hour'.
The Provider does not charge for the travel to local destinations that are within 30 minutes driving distance (in typical traffic conditions). However, for destinations which require travelling longer than 30 minutes, the On-Site Support 'Hourly Rate' applies to the travel time excluding the first 30 minutes travelling to the destination, and the last 30 minutes travelling back from the destination. Where additional costs or costs for other modes of transport are incurred (such as train tickets, tolls and car park charges), the Provider may pass on these costs or charge an additional 'call-out' fee to cover them. Any travel between locations on behalf of the Customer is charged as part of the On-Site Support 'Hourly Rate'.
In context of Workshop Tasks, a 'session' is defined as the duration of time spent on any particular task. This is not usually billed in increments of time, but rather an agreed fee to conduct (complete or attempt) a specific task, or set of tasks.
Goods are defined as any physical products or materials which are supplied by the Provider, this also includes software media and licences.
Business hours are defined as 9am-5pm Monday-Friday, excluding bank holidays.
The target response time in which the Provider aims to respond or attend to an urgent request from the Customer, effective from when the request is first acknowledged by the Provider. Applies only to Customers that have a support contract with the Provider.
The Customer may on occasion require assistance outside of regular business hours or at a different location than usual. The cost and availability of support in these circumstances is at the discretion of the Provider on a case-by-case basis.
The Provider will not be held liable for any losses incurred by the Customer directly or indirectly caused by accidental damage, hardware failure, computer virus or cyber-attack. This includes, but is not limited to; data loss, data corruption, loss of productivity, hardware damage, fire damage, personal injury, data theft and intellectual property loss.
In cases where a problem occurs due to external fault (such as broadband or power failure) the Provider may not be able to assist. The Provider accepts no responsibility for any external faults or impact of these faults, regardless of the cause.
The Provider may on occasion make recommendations or offer advice. It is at the Customer's discretion whether or not to act on this advice and the Customer accepts responsibility for any outcome. The Provider will not be held liable for any negative impact as a direct or indirect result of the Customer's actions following advice or recommendation.
Invoices raised on account are to be settled in full within 30 calendar days of the invoice date, unless otherwise agreed in writing. All goods remain property of the Provider until payment is received in full. The Provider reserves the right to recover any goods from the Customer in the event of non-payment and may remotely disable, suspend or terminate any devices or associated services, without liability for any impact on the Customer as a result. The Provider reserves the right to take legal action against the Customer for non-payment of any goods or services that cannot be recovered.
The preferred method of payment is Bank Transfer to the Provider's bank account, for which the details are provided on every invoice. For on-site visits, cash is also accepted. Cheques are not accepted unless expressly agreed. For regular recurring payments, payment by Standing Order or Direct Debit can be arranged.
Contract Support Payments
Invoices for support contracts will be raised in arrears on the last working day of each month and sent electronically by email. All invoices are to be paid within 30 calendar days of the invoice date by bank transfer, standing order or direct debit. The monthly payment is calculated as 1/12th of the annual support contract value. Non-regular invoices for goods and labour outside of the support contract allowances will be raised separately and will not be collected by direct debit.
The Provider reserves the right to adjust its prices for any goods or services at any time without notice. For Customers who have entered into a contractual agreement, unless otherwise stated in the respective agreement, the Provider reserves the right to adjust its prices at renewal or otherwise a maximum of once per annum. Any adjustments will be in line with the UK RPI rate of inflation, or by a reasonable compounded rate if prices have not been adjusted in the previous year(s).
TERMINATION AND REFUSAL OF SERVICE
The Provider reserves the right to terminate any agreement at any time without notice or penalty. The Provider reserves the right to refuse service to any person(s) or business(es) without reason.
WARRANTY, RETURNS & CANCELLATION
Goldstar Networks Ltd. is a Business to Business (B2B) Provider. As such, goods and services are sold on a B2B basis. Unless otherwise stated, all goods are supplied with a 12-month Return to Base (RTB) warranty. This means that if a product supplied by the Provider is faulty on arrival or develops a fault naturally within the first 12 months, the Provider will repair or replace it like-for-like (equivalent or better) free of charge. This applies only to original physical goods and may not include the cost of additional time required to install, configure, update, restore or customise the product. The warranty does not by default cover the cost of collection/delivery of faulty/repaired/replacement goods. The warranty does not cover software corruption, viruses, cyber attack or any loss of data. The warranty may be invalidated if the product is misused, improperly installed, subjected to accidental damage, fire damage, electrical surge damage, liquid damage, shock damage or deliberate damage. The Provider does not accept return of goods that are unwanted and will not cancel goods due to change-of-mind once they have been ordered. Faults should be reported to the Provider as soon as possible, goods will be tested to verify faults and charges may be incurred if no fault is found.
Our services are available everywhere in the UK, but these are just some of the local areas we cover:
Aveley, Barking, Barnet, Basildon, Beccles, Bexley, Billericay, Braintree, Brandon, Brent, Brentwood, Brightlingsea, Bromley, Bungay, Burnham-on-Crouch, Bury St Edmunds, Camden, Canvey Island, Chadwell St Mary, Chelmsford, Chelsea, Chigwell, Chipping Ongar, Clacton-on-Sea, Coggeshall, Colchester, Croydon, Dagenham, Danbury, Ealing, East Tilbury, Enfield, Epping, Felixstowe, Frinton-on-Sea, Fulham, Grays, Great Dunmow, Great Notley, Great Wakering, Greenwich, Hackney, Hadleigh, Halesworth, Halstead, Hammersmith, Haringey, Harlow, Harrow, Harwich, Haverhill, Havering, Hillingdon, Hounslow, Hullbridge, Ingatestone, Ipswich, Islington, Jaywick, Kelvedon, Kensington, Kesgrave, Kingston upon Thames, Lambeth, Leiston, Lewisham, Loughton, Lowestoft, Maldon, Manningtree, Merton, Mildenhall, Needham Market, Newham, Newmarket, Rayleigh, Redbridge, Richmond upon Thames, Rochford, Saffron Walden, South Benfleet, South Ockendon, South Woodham Ferrers, Southend-on-Sea, Southwark, Stanford-le-Hope, Stansted Mountfitchet, Stowmarket, Sudbury, Sutton, Thundersley, Tilbury, Tiptree, Tower Hamlets, Trimley St Mary, Waltham Abbey, Waltham Forest, Walton-on-the-Naze, Wandsworth, West Mersea, Westminster, Wickford, Witham, Wivenhoe, Woodbridge and Writtle.
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