Business plan

• AGREEMENT

  Buzzer shall provide to Client Support, which includes, but is not limited to the following:

  1. Troubleshooting of reported computer or network problems.
  2. Installing and configuring computer operating systems, application software.
  3. Remote support.
  4. User access addition(s) / removal(s).
  5. Office automation and technology integration and technology consultation.
  6. Computer, Server and Network security services, network optimization services.

  Additional Support services including, but is not limited to the following may be contracted by client and will be quoted and billed separately:

  1. Structured Wiring and network physical infrastructure.
  2. Software design, development and implementation.
  3. Website design and development.
  4. Mobile app UI, UX designs and development.

• SUPPORT PLAN OPTIONS

  1. Customers who sign for Corporate Premium support package from Buzzer are entitled for unlimited telephone calls, unlimited remote support and limited Onsite calls.
  2. A call is calculated in one-and-a-half-hour (1.5) increments.
  3. Corporate Premium Support is provided by appointment, Monday - Friday from 10 AM to 6 PM.
  4. Corporate Premium Support appointments are scheduled in either the AM (before noon) or PM (after noon) time slots, usually within 1 business day, as call volume and technician availability allows.
  5. Preventive maintenance visit: One visit in a month for critical system updates and management of server and/or desktop workstations.

• SERVICES PROVIDED

  Service provided by Buzzer:

  1. Desktop, laptop and fileserver computer hardware repairs, for Windows, Apple Mac and Linux operating systems.
  2. The installation and configuration of new desktop or laptop computers running Windows, Apple Mac or Linux operating systems. Whether the computers are provided directly by us or by a third party supplier.
  3. The installation, configuration or upgrading of operating systems, software and third party software for desktop and laptop computers running Windows, Apple Mac or Linux operating systems. Whether the software is provided directly by us or by a third party supplier.
  4. The creation, installation, configuration or upgrading of wired or wireless hardware, software and cabling for computer networks. Whether provided directly by us or by a third party supplier.
  5. The installation, configuration or upgrading of hardware and software security products, including anti-virus software, hardware & software firewalls, virtual private networks (VPNs) and other anti-intrusion and physical security equipment. Whether provided directly by us or by a third party supplier.
  6. The installation, configuration or upgrading of fileservers running Windows, Apple Mac or Linux operating systems. Whether the fileservers are provided directly by us or by a third party supplier.
  7. The installation, configuration or upgrading of fileserver operating systems, software and third party software for fileservers running Windows, Apple Mac or Linux operating systems. Whether the software is provided directly by us or by a third party supplier
  8. The installation, configuration or inkjet and laser network printers. Whether provided directly by us or by a third party supplier.
  9. The installation, configuration or upgrading of hardware and software for virtualization. Whether provided directly by us or by a third party supplier.

  On-Site and Off-Site

  1. The services detailed above can be provided on-site or off-site, depending upon the nature of the service required, availability of parts and products and the ease of configuring any product or service either on-site or off-site.
  2. At the time of booking you will be informed as to which elements of any service will be provided on-site or off-site.

  Remote Access

  1. Where possible we may use remote access tools to access Client equipment.
  2. We shall make an assessment as to whether remote access is suitable and possible in each case.

  On-Site Requirements

  The following are required for all on-site visits and repairs:

  1. Easy access to the equipment to be serviced and the surrounding area.
  2. Light and mains power, and where necessary a fully functioning telephone line, with or without internet access, (as applicable).
  3. A person on-site with knowledge of the issue or issues affecting the equipment.
  4. A person on-site with administrator level access privileges to the relevant equipment, (where required).
  5. Valid, original and licensed versions of any software required, (unless being supplied by us.) Please note that we will not use, install or configure any unlicensed, copied or counterfeit software.

• CONFIDENTIALITY, SECURITY AND DATA INTEGRITY

  1. Buzzer may identify security risks, breaches, or other liabilities and make specific recommendations in writing for the resolution of these risks. Buzzer cannot be held responsible for exploited security threats.
  2. Buzzer accepts no responsibility or liability for lost, missing, or corrupted data caused by viruses, worms, unauthorized user activity (hacking), and the like. From time to time Buzzer may identify specific and threats and may recommend and undertake immediate action to protect Client networks without prior authorization. While this is rare, notice of this action will be given in the earliest reasonable time after the work occurred, including details of what the specific issue was and why immediate action was necessary.
  3. In order to provide Support Services as described herein, Buzzer technicians will necessarily be privy to and have access to sensitive Client firm data files and other sensitive information. Buzzer agrees to take all reasonable measures to keep all files, client information, passwords, and any other proprietary client data secure and confidential. Buzzer will not delete, remove or alter client data files.
  4. When it becomes necessary for Buzzer to remove hardware offsite for service, a Buzzer Inbound Hardware Checklist (BIHC) will be completed and left with the Client, detailing the nature of files known to be on the computer or other equipment. Buzzer will take all reasonable measures to protect this Client data while it is in our possession.

• WARRANTY EXCLUSIONS

  1. Any PCs knowingly and intentionally operated by client without a pay licensed virus protection, or unlicensed and un-patched software.
  2. As offsite IT administration Buzzer accepts no responsibility or liability for: lost, missing or corrupted data, viruses, worms, hacked systems and similar items resulting in a mission critical situation or financial loss.
  3. User error, user inability to run applications, hardware failure and help installing, removing or using software. Buzzer reserves the right to decline any warranty including but not limited to other IT support providers actions, such as: when the user/Client (or another administrator/3rd party) elects self-installation of software in a corporate setting without prior approval from Buzzer, this includes but is not limited to: applications, Windows updates, other software updates and any hardware installation.

• GENERAL ITEMS

  1. Buzzer policy prohibits installation or support of any pirated or illegal copies of software. Client must be able to produce, on request, proof of ownership for all software with sufficient licenses for the number of users in the office. Original software disks indicating Client as the legal owner including proof of license shall be kept available, preferably in one central place to facilitate verification, software updates, and system reloads.
  2. Sometimes Buzzer may be required to contact a 3rd party for support [such as a hardware or software manufacturer]. Buzzer will bill the client up to 100% of any costs incurred for this 3rd party support.
  3. Buzzer recommends corporate grade systems, from reputed manufacturers. Buzzer is also a reseller selling hardware; we can offer our expert advice and very competitive price to purchase the hardware.
  4. Buzzer hardware support and repair services are limited in scope.
  5. Rates and terms are subject to change, as business conditions merit.

• BUZZER SUPPORT MINIMUM SYSTEM REQUIREMENTS

  1. Minimum System Requirements are in place to protect clients from being billed for support equal to or more than the value of the actual equipment
  2. Buzzer Minimum System requirements – machines shall have ≥ 1.0 GHz processors, machines shall be running one of the following Operating Systems: Windows 7, Windows Server 2003, Microsoft Vista, Windows 7, and Windows Server 2008.
  3. Buzzer supports most other Microsoft applications and all 3rd party Windows-based applications.