Taribo Ltd, St Albans, Hertfordshire. Computer Services and IT Server Support

Taribo Ltd:

Terms & Conditions

1. Definitions
1.1 'Supplier' means Taribo Limited and any associated or subsidiary companies, agents and assigns.
1.2 'Customer' means the other party to this agreement.
1.3 'Products' means the good or services to be provided by Taribo Limited to the customer.
1.4 'third party' software means all software owned or licensed to the customer from a third party owner and which comprises part of the products.
1.5 'order' means acceptance of suppliers quotation either verbally quoting purchase order number and/or in written communication by the customer
1.6 'writing' includes email, facsimile transmission and comparable means of communication.

 

2. General
2.1 This agreement made in respect of products between the supplier and customer shall not exist until the customer order has been accepted by the
supplier in accordance with the terms and conditions herein.
2.2 The terms and conditions herein shall not be deemed to have been altered, modified, or varied unless expressly agreed in writing by a director of the supplier.

 

3. Payment terms
3.1 The suppliers normal terms are on proforma invoice prior to delivery. Where the supplier agreed to credit terms of the customer, the supplier shall invoice the customer for the price of the products.
3.2 Where the supplier agrees to credit terms for the customer, and save where otherwise agreed, payment is due to the supplier by the customer within 30 days of the suppliers invoice.
3.3 In the event of late payment the supplier reserves the right to charge interest on overdue amounts at the rate of 8% above the Bank of England base rate.

 

4. Prices
4.1 The price of products shall be the suppliers quoted prices ad all prices are subject to fluctuations. All prices quoted are valid for 30 days or until earlier acceptance by the customer after which time they may be alerted by the supplier with out notice to the customer.
4.2 The supplier reserves the right to increase the price of products to reflect any increase in the suppliers costs in respect of transport or changes in exchange rates between the date of order and date of dispatch.
4.3 Unless otherwise stated, all prices given by the supplier are exclusive of tax (including VAT) insurance, freight and delivery costs.
4.4 The suppliers costs (including storage charges, if any) due to the customers default or negligence or lack of instructions shall be paid by the customer in addition to the contract price.

 

5. Order and specification
5.1 No order submitted by the customer shall be deemed to be accepted by the supplier unless and until confirmed by the supplier
5.2 The customer shall be responsible to the supplier for giving the supplier any necessary information relating to the products within a sufficient time to enable the supplier to perform the contract in accordance with its terms.
5.3 The quantity and description of any specification of the products shall be those given by the supplier either in writing or verbally
5.4 No order may be cancelled by the customer except with the agreement in writing of the suppler and on terms that the customer shall indemnify the
supplier in full against all loss (including loss of profit) costs, (including the cost of all labour and materials used), damages, charges and expenses
incurred by the supplier as a result of the cancellation.
5.5 If the products are to be manufactured or any process to be applied to the products by the supplier in accordance with a specification submitted by the customer, the customer shall indemnify the supplier against all loss damages, costs and expenses awarded against or incurred by the supplier in
conjunction with or paid or agreed to be paid by the supplier in settlement of any claim or infringement of any patent, copyright, design, trademark or
other industrial or intellectual property rights or any person which results from the suppliers use of the customers specifications.

 

6 Delivery
6.1 Delivery dates are estimates only. The supplier shall not be liable under any circumstances for any direct, indirect or consequential loss arising from
part, late or non-delivery.
6.2 Unless otherwise specifically agreed in writing all risk to the Product shall pass to the customer or its appointed agent at the time of delivery
6.3 Delivery shall be made between 09.00 and 18.00 hours Monday to Friday inclusive (excluding public holidays). If the customer required delivery to be made outside such times or at a specific time an additional charge shall be made payable. The supplier reserves the right to deliver in more than one delivery.
6.4 Non-Delivery of products must be notified by the customer to the supplier within 7 days of the invoice date. If proof of delivery is requested this must be requested within 14 days of the invoice date.
6.5 The supplier accepts no responsibility for damage, shortage or loss in transit to the product while in the possession of the carrier.
6.6 The supplier reserves the right to pass on to the customer all incurred charges, such as shipping and handling.

 

7 Title and Risk
7.1 Notwithstanding delivery installation and acceptance and passing of risk, title to the equipment shall not pass to the customer but shall be retained by the supplier until full payment for the equipment has been received by the suppler for the customer under this or any other contract.
7.2 Until such time as title to the equipment has passed to the customer, the customer shall hold the products as the suppliers fiduciary agent and shall
keep the products properly stored, protected, insured and identified as the suppliers property and bear the costs thereof. In the event of termination of this agreement by reason of non-payment by the customer of amounts due under this contract or any other contract between the customer and the supplier, the supplier shall be entitled at any time to deliver the products to the supplier and, if the customer fails to do so, to enter any premises of the customer for the purpose of repossessing the products.

 

8 Warranty, Limitation of liability and Force Majeure
8.1 The suppliers liability in respect of defects in the product shall be limited to the replacements of faulty items or the issue of credit notes on respect thereof or granting of a refund and shall relate only to the actual faulty item or their value provided no modification to the products have been made.
8.2 The supplier shall under no circumstances be liable for any loss or damage indirect, special, consequential or incidental (including without limitation loss of profit, loss of contract or loss of any other economic advantage) arising either from breach of any of its obligations under this agreement for the supply of or intended use of the software or from its negligence even if the supplier has previously been advised of the possibility of such loss or damage occurring.
8.3 The supplier shall be under no liability to the customer in respect of failures or delivery on performance hereunder if such failure or delay is attributable to causes beyond their control which shall include but not be limited to Acts of God, Perils of the Sea or Air, Fire, Flood, Drought, Explosion, Sabotage, Accident, Embargo, Riots, acts or Terrorism, Civil Commotion including acts of local Government and Parliamentary Authority.

 

9 Copyright, Patents, Trademarks, and Intellectual Property Rights.
9.1 The customer acknowledges that any and all of Trade Marks, Trade Names, Copyright, Patents and other Intellectual Property Rights used or embodied in connection with the equipment including software, hardware and other part thereof in which the supplier of the respective manufacturer
developer or third party. The customer shall not during any time after the completion expiry of this agreement in any way question or dispute the ownership of such rights.
9.2 In the event that new inventions, designs, or processes evolve in performance or as a result of this agreement the customer acknowledges
they same shall belong to the supplier unless otherwise agreed in writing by the supplier.
9.3 The customer shall indemnify the supplier fully against all liabilities, costs and expenses which the supplier may incur as a result of work done and in accordance with the customers specification involving infringement of any patent of copyrights.

 

10 Waiver
Failure or neglect by the supplier to enforce at any time of the provision hereof shall not be consulted not shall be deemed to be a waiver of the suppliers hereunder nor in any way effect the validity of the whole of any part of this agreement nor prejudice its suppliers rights to take subsequent action.

 

11. Headings
The heading terms and conditions herein contained are inserted for convenient reference only and are not intended to be part of or effect the interpretation of the agreement.

 

12. Severability
In the event that any or part of these Terms and Conditions shall be determined invalid, unlawful or unenforceable to any extent such terms and conditions or provision shall be served from the remaining Terms and Conditions which shall continue to be valid and enforceable to the fullest extent permitted by law.

 

13. Assignment
13.1 The agreement shall not be assigned by the customer without the prior written consent of the supplier.

 

14. Law
14.1 The parties herein agree that the agreement concluded between them and constituted in these terms and conditions shall be constructed in
accordance with English Law.

 

 

Support Contracts

The contract detailed below is between Taribo Limited and the Named Customer or company. For additional sites please refer to the relevant section below.


Maintenance Contracts are available from Taribo Limited:
All Maintenance contracts provide an SLA (Service level Agreement).  Onsite visits are at Taribo discretion and after remote assistance has been attempted.


A vehicle mileage fee is levied for on-site visits only.

  1. Level 1 Service Contract
    £60 pcm Payable quarterly in advance,
    Hourly rate of £60. 1 Hour inclusive per month.
    Basic relationship between customer and client with Telephone support and remote access support is available. No Call Out fees applied for any onsite visits
     
  2. Level 2 Service Contract
    £200 pcm Payable quarterly in advance,
    Hourly rate of £55.00
    4 Hours inclusive per month, roll over available within billable quarters.
    Telephone and remote access support available.
    No Call Out fees applied for any onsite visits
     
  3. Level 3 Service Contract
    Customer has priority support status.
    £360 pcm payable quarterly in advance,
    Hourly rate of £50
    8 Hours inclusive per month, roll over available within billable quarters.
    Telephone and remote access support.
    No Call Out fees applied for any onsite visits
     
  4. Level 4 Service Contract
    Customer has priority support status.
    £640 pcm payable quarterly in advance,
    Hourly rate of £45
    16 Hours inclusive per month, roll over available within billable quarters.
    Telephone support and remote access support.
    No Call Out fees applied for any onsite visits
     
  5. The Telephone and Remote Only Contract (TRO)
    Size Dependant; see contract pcm payable quarterly in advance,
    Hourly rate of £60
    Unlimited Remote Support no onsite visits included.
    Telephone support and remote access support.
    No Call Out fees applied for any onsite visits
     
  6. Pro Plan
    Size Dependant; see contract pcm payable quarterly in advance,
    Hourly rate N/A
    Unlimited Support onsite visits included.
    Telephone support and remote access support.
    No Call Out fees applied for any onsite visits
    Limited to maximum of 19 users or a single server
     
  7. Premier Plan
    Size Dependant; see contract pcm payable quarterly in advance,
    Hourly rate N/A
    Unlimited Support onsite visits included.
    Telephone support and remote access support.
    No Call Out fees applied for any onsite visits

Hourly Rate

Taribo will charge for each hour (or 15 minute increment of) that our engineer spends on site. The reduced rate at which you will be billed is shown on the Taribo Cost Matrix. This rate does not include any materials that may be required to resolve the problem. Items which are not classified as service support are covered by Taribo Limited Standard terms and conditions. The first full hour will always be billed for onsite visits. Remote and Telephone support is billed in 15 minute increments.
Taribo will not charge at our discretion for simple and short telephone or email queries for contract customers only.

 

Response Time - SLA

The response time overleaf determines how quickly our engineers will respond to a call out. Our contract customers attended to on our highest priority. The response time is measure in working hours (09:00 – 17:30, Monday to Friday) from the time the request is received. Please be aware that some problems may take time to resolve, our response time ensures an engineer will commence attending to your problem within the designated time. We cannot guarantee to fix the problem within the response time.
Standard Response                                  No SLA
Level 1                                                    8 Working Hours
Level 2                                                    6 Working Hours
Level 3                                                    4 Working Hours
Level 4                                                    4 Working Hours
Pro Plan Response:                            2 Working Hours
Premier Plan                                         2 Working Hours
If you have a standard response and standard working hour’s contract and need to make an emergency call out you can still do so. The call out will be billed at the emergency response rate for non-contract clients.
Taribo will attend to business critical situations during standard business hours for contract customers using the Emergency response SLA for no additional fee.

 

Cancellation Notice

This support contract can be cancelled at any time by giving notice in writing. The notice period is shown on the Taribo Cost Matrix and is 3 months written notice in advance for all contracts. All contract fees are payable during the notice period until the contract is terminated.

 

Remote Support (Telephone and Remote Control)

Remote support is included with all contracts for no additional fee. Our engineers will be happy to offer you technical support and advice over the telephone or to take remote control of your computer to assist you. Remote support will be billed at your contracted hourly rate, in 15 minute increments.

 

Call Out Charges

With either of the above contract types, Taribo will visit your primary site, upon request, as many times in any calendar month without charging a call out fee. Any incurred costs will be passed on at the discretion of Taribo Limited (such as parking, travel time and mileage).

 

Additional Sites

Visits to additional sites will incur travelling time charged at your hourly rate and a vehicle mileage fee. Where possible, Taribo Limited will cover all remote locations to the best of their ability using telephone and remote access technologies unless an engineer site visit is essential or requested.

 

Rolling over hours

The Rolling over of unused hours is available with the all contracts only. Due to the complexities of logging such statistical information this will only be allowed within customer’s billable quarters. Taribo will at our discretion endeavour to be sympathetic to all customers’ charges with regard to unused previous month hours as a customer to client gesture of good will.

 

Prices:

The price of products shall be Taribo’s quoted prices and all prices are subject to fluctuations. All prices quoted are valid for 7 days or until earlier acceptance by the customer after which time they may be alerted by Taribo without notice to the customer.
Taribo reserves the right to increase the price of service support contracts to reflect any increase in costs.
Unless otherwise stated, all prices given by Taribo are exclusive of tax (including VAT) insurance, freight and delivery costs.
Taribo’s cost (including storage charges, if any) due to the customers default or negligence or lack of instructions shall be paid by the customer in addition to the contract price.
The customer will be charged for any incurred costs at the discretion of Taribo Limited.
Taribo will charge vehicle mileage at the government mileage allowance plus 5p per mile.
Taribo Standard terms and conditions’ and ‘Taribo Website design and Development Agreements’ are available on the Taribo website at www.taribo.co.uk/taribo-terms-conditions

SPECIAL OFFER

Book your FREE IT Consultation, click here for full details, or call Taribo on:

WEBSITE OFFER

Website Design & Maintenance Services

From conception to final delivery, or just to maintain and keep your current website up-to-date.
Click here for further informtation.

 

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