Software and Infrastructure Support Agreement Conditions

  1. In this agreement Minerva Computer Services is called Minerva and any individual or company with whom Minerva is in contract is called “the user”. Software means specified programs and manuals relating to programs supplied or supported by Minerva whether under licence or not.
  2. This Support agreement will automatically renew on the anniversary date which will normally be annually unless otherwise agreed. The agreement renewal date will always be made clear on support invoices.
  3. The agreement may be terminated by the user by giving Minerva a minimum of 90 days’ notice in writing prior to the first period for which a support or maintenance charge is made (usually annual renewal unless otherwise agreed).
  4. Payment of a support charge shall be due and owing on the commencement date of any period during which a support charge is payable.
  5. Minerva agrees to provide the following support and maintenance service providing the user’s account is paid up to date:
    1. Advice and assistance on difficulties experienced by the User relating to the software or hardware. Such advice will in the first instance be provided between the hours 08.30 – 17:30, Monday to Friday. On-site support will be provided as necessary and response will be within one working day. Minerva reserves the right to and would normally charge for any on-site support. Support outside normal working hours above may be available but will be charged at a premium rate to be agreed but usually at an additional 50%.
    2. Assistance may be provided by remote dial in to the user’s system. Provision for this service will be supplied by the user in terms of infrastructure and software in agreement with Minerva.
    3. If appropriate, maintenance of documentation for the software in accordance with the procedures of the relevant software authors.
    4. The regeneration or replacement of any part of the software (not data) which becomes inoperative due to hardware or software malfunction.
    5. To make available to the user, the latest modification and enhancement to the software. Where the software authors apply charges for the new releases, Minerva reserve the right to pass these charges on to the user for new issues.
  6. The user shall ideally provide a suitably trained, qualified and experienced person to receive information and operate the system locally. In the absence of such a person Minerva reserve the right to charge for remote support.
  7. Minerva shall give maintenance and support top priority and in this respect response, will be immediate to any problems. However, Minerva shall not be liable for the delay or any non-performance which is outside its reasonable control.
  8. Please note and for avoidance of doubt, Minerva are a Value Added Reseller and have existing and long standing relationships with many Third parties. Some Licences are supplied by Minerva in accordance with current Terms and Conditions of those Third parties which may take precedence over Minerva’s own.
  9. Network Infrastructure Support – Minerva are flexible and support is defined broadly as diagnosing/fixing something that was working previously but has stopped working. A support contract entitles the user to a 4 hour response to server/network wide issues and an 8 hour response to workstation problems, and this would normally include travel time.
  10. Minerva provide assistance but do not support any hardware other than in conjunction with a manufacturer’s warranty. However, in the event of a complete server failure and providing a backup/disaster recovery plan is in place, then Minerva undertake to retrieve the infrastructure situation within the Support contract and at no cost to the client.
  11. Although Minerva support the installation of antivirus software any problems caused by malicious code (i.e. virus, spyware, malware, adware, worms, Trojans etc) are not covered under any support contract and all time, whether remote or on site, is charged at standard rates.
  12. Infrastructure – Remote/telephone support

a. Minerva are flexible and will provide telephone support and where possible dial in to diagnose and attempt to fix anything that has stopped working on the server/network eg.

  1. Server inaccessible
  2. Email problems
  3. Backup failure
  4. Not being able to print
  5. Anti-Virus stops updating
  6. Spam filter stops working
  7. Internet failure
  8. Access from remote offices

b. Support does not include:

  1. Any time on site unless agreed separately
  2. Setting up new users
  3. Changing the way servers are setup, adding new functionality
  4. Relocating equipment
  5. Providing new functionality
  6. Upgrading Application software or other systems
  7. New hardware installations
  8. Going further than diagnosing a problem with a third party ISP
  9. Eliminating spam completely
  10. Fixing problems caused by user misuse
  11. Training / retraining
  12. Problems with users home/remote setups
  13. Workstation Application software support