T: (+44) 01626 863241 | (+44) 01392 927741
T: (+44) 01626 863241 | (+44) 01392 927741
1.1
Standard support service hours are 9:00 am to 5:00 pm, Monday to Friday, excluding public and bank holidays in England.
1.2
Out-of-hours support is limited and provided only subject to availability for the hardware, software, or services identified by the customer as covered under this agreement. Western IT shall not be responsible for any faults found outside the agreed scope of customer hardware, software, or services.
2.1
Management and Support Services
Western IT will provide management and support to the customer via the designated channels covered by this SLA. This includes, but is not limited to, the following procedures:
2.2
Support Platform Availability
The support platform, accessible via the designated web address and email, is available 24 hours a day, 7 days a week, 365 days a year, except during scheduled maintenance. This service is actively monitored during standard support hours (Monday to Friday, 9:00 am to 5:00 pm, excluding public and bank holidays in England). On occasion, monitoring and support may also be provided during extended business hours at Western IT’s discretion.
2.3
Telephone support is available five days a week, eight hours per day (excluding public and bank holidays in England). Support calls may be logged for any enquiries or issues related to this agreement.
2.4
Services may be requested for delivery within one (1) month from the date of the request. Requests for services required beyond this period must be submitted at a later date.
3.1
Contacting Western IT Support Services
For all support queries, the customer shall contact Western IT Support Services via the following channels:
4.1
Single Point of Contact
Western IT Support Services will provide a single point of contact for handling and prioritising all enquiries. Each enquiry will be assigned a unique reference number to ensure accurate tracking and resolution.
4.2
End-User Requests
All service requests must be submitted directly by the end user, as Western IT operates on a one-to-one support basis.
4.3
Customer First-Line Support and Fault Management
The customer is required to provide first-line support to perform an initial assessment of any reported fault, to determine whether the issue is related to hardware or software supported by Western IT under this agreement.
Once the problem has been assessed and it is determined that the fault relates, or may relate, to hardware or software covered by this SLA, Western IT will:
4.4
Western IT may arrange for a Technical Support representative to attend the customer’s site. Attendance on site is at the sole discretion of Western IT.
5.1
Premises Access
The customer grants Western IT and its subcontractors access to their premises during normal working hours (Monday to Friday, 9:00 am to 5:00 pm), or during extended hours, including evenings and weekends if necessary. Western IT will comply with all health and safety requirements applicable to your staff and subcontractors while on the premises.
6.1
User Knowledge and Training
The Customer is responsible for ensuring that its employees and users possess the necessary knowledge to operate the Customer’s hardware, software, and services supported under this Agreement.
Western IT does not provide end-user training as part of standard support services and shall not be responsible for training the Customer’s employees in the use or operation of the Customer’s systems, applications, or services unless such training has been expressly agreed to in writing.
Support requests relating primarily to user training, product usage guidance, or general operational instruction may be declined, redirected, or closed, and may be subject to separate charges where training services are requested.
6.2
Customer Cooperation
The Customer agrees to provide reasonable cooperation and assistance in relation to all support requests, including promptly responding to communications, following troubleshooting instructions, providing requested information, and allowing necessary access to systems, devices, or personnel as required by Western IT to diagnose and resolve issues.
Western IT’s ability to provide support services is dependent upon the Customer’s timely cooperation. Western IT shall not be responsible for any delays, service interruptions, or inability to resolve issues where the Customer fails to reasonably cooperate with support instructions or requests.
Where the Customer repeatedly fails to respond to, acknowledge, or follow reasonable instructions required to progress a support request, Western IT reserves the right to suspend, delay, or close the support request until such cooperation is provided.
Any time spent attempting to obtain required cooperation or access may be considered billable where applicable under this Agreement.
6.3
Customer Conduct
The Customer is responsible for ensuring that all interactions with Western IT staff are professional, respectful, and free from abusive, aggressive, or threatening behaviour, whether in person, by telephone, or in written communication.
For the purposes of this Agreement:
Inappropriate behaviour includes, but is not limited to, rude, condescending, patronising, or passive-aggressive communication or actions toward any staff member.
Threatening behaviour includes, but is not limited to, overt or covert threats, intimidation, or physical aggression toward any staff member.
Western IT reserves the right to suspend, close, or terminate support services immediately in response to any such behaviour. Repeated or serious incidents may result in a review and potential termination of this Agreement.
7.1
Liability for Customer Work
The customer acknowledges and agrees that Western IT shall not be liable for any service degradation, interruption, or loss resulting from work performed by the customer or any third party engaged by the customer. The customer shall provide Western IT with at least 14 business days’ written notice of any planned work that may affect IT hardware, software, or any equipment used to deliver the service. Failure to provide such notice may relieve Western IT of any obligation to restore or maintain service affected by such work.
8.1
Invoicing
The first invoice will be issued at the beginning of the month, and thereafter, invoices will normally be issued on a monthly basis. Notwithstanding the foregoing, we reserve the right to issue invoices at alternative dates at our discretion.
8.2
We reserve the right to adjust the monthly charges to reflect any increase or decrease in Service Support, including the cost of any related third-party services.
9.1
The customer acknowledges that any third-party software included in the Western IT Support Service Agreement is neither owned nor developed by Western IT. By accepting this Agreement, the customer agrees that such third-party software is governed exclusively by the third-party provider’s terms and conditions, except for the payment of service charges through Western IT.
Western IT will assist the customer in managing support requests or service issues with the third-party provider, subject to the provider’s terms and conditions.
10.1
Confidentiality
All information shared between the customer and Western IT will be kept strictly confidential. Western IT will not disclose any information, in whole or in part, to any third party without the customer’s written consent, except where disclosure is required by law.
10.2
Consent for Disclosure
The customer consents to Western IT disclosing necessary information to its employees and third-party contractors for the sole purpose of fulfilling the requirements of this Agreement.
10.3
The customers systems shall be accessed by Western IT for the purposes of monitoring and maintaining network integrity, security, and data for the purpose of supplying on going service support as laid out in this agreement only.
11.1
We accept liability for personal injury or death as a result of our negligence.
11.2
We have no liability for any loss of present or future business, revenue, profits, expenses, financial loss, reputation, data being lost or damaged, due to lack of availability of IT and/or communications systems not provided by us, damage to reputation or for any liability for any loss that is not reasonably foreseeable or for any indirect or consequential loss.
11.3
Any liability we have of any sort (including any liability because of our negligence) is limited to £1,000,000 for any one event or any series of related events.
11.4
Except as expressly set out in this Agreement, all conditions, warranties, terms, undertakings, and obligations implied by statute, common law, custom, trade usage or otherwise are hereby excluded to the maximum extent permitted by law.
12.1
Should the customer at any point during this Agreement enter administration, liquidation, or any other similar form of business process then This Agreement shall become null and void.
13.1
The customer must provide written notice at least 30 days before the end of the contract period. Should the Customer not provide sufficient written notice at least 30 days before the end of the contract period then this agreement shall be automatically renewed for a further 30-day period.
13.2
Should this Agreement be automatically renewed, then the new Commencement Date shall be the end date of the original Contract Period or the latest elapsed Contract Period.
13.3
On receipt and acknowledgement of any given notice and consequent agreed cancellation, we will provide relevant ‘hand-over’ material to the customer directly within 14 days, to sustain ongoing operation. We do not engage with any other participating third parties except for discretionary instances relating to the offboard and transfer of domain, telephony, or long-term committed MSP licensing.
13.4
We reserve the right to align and schedule the cancellation of any of our related MSP offerings, including short-term and long-term committed licensing, that coincide with acknowledged and specified canceled services, where appropriate, with given notice.
14.1
A complaint is defined as any expression of dissatisfaction with Western IT or the services provided to a customer. All complaints should be submitted in writing in the first instance to: complaints@western-it.co.uk
Western IT aims to resolve complaints within 21 working days from receipt.
15.1
Exclusions from the Scope of Service
In addition to the services described elsewhere in this agreement, the following are not included within the scope of service provided by Western IT:
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