These terms and conditions apply to the support service that Pioneering Business Software Solutions Ltd. (trading as Business Software Solutions) provide.
Support is provided on any of the products supplied under the following terms:
a. Details of Cover.
The specific details of the cover (i.e. products included and period of cover) will be specified on the contract/invoice provided.
The general details of cover are as follows:
- Support will be provided via a helpdesk that can be contacted by telephone (+353 21 4979817) and email ([email protected]).
- Times of cover are between 9:00am – 5:00pm Monday to Friday excluding Republic of Ireland bank holidays.
- Support service includes; advice & guidance on use of the software, investigation into software issues, recording & escalation of software defects, assistance with updates. Remote dial-in will be offered if it will assist the investigation of an issue.
- Our helpdesk will typically respond to queries logged via phone within 4 working hours and email queries within 12 working hours.
The following is not included:
- Additional services i.e. report customisation, software installs, consulting & training.
- Changes to the IT environment (e.g. updates to hardware, network or system software, etc.).
- Changes to data (Business Software Solutions may advise or guide but it is the responsibility of the client to make any change to their data).
- Fixes to corrupted data.
c. Client Responsibilities.
In order to receive support cover the client must:
- Pay the invoiced amount for the cover offered in advance. By doing so and/or using our support service, the client accepts these terms and conditions.
- Ensure all users are sufficiently trained on the software covered.
- Accept responsibility for all changes to their data and ensure it is protected via adequate backup and security procedures.
Support cover will be renewed automatically at the end of its period. If either party does not wish to renew then written notice must be provided at least 1 month prior to this renewal date.