Terms and Conditions

Below are the terms and conditions on which Oxfordshire Computer Service Limited provides equipment, computer and software installation, diagnostic and support services (‘Services’). The exact Services Oxfordshire Computer Service Limited will provide to you will depend on whether you wish us to provide fixed rate Services, or Services based on time spent and the exact task, equipment or software involved and what we agree (see paragraph 1 below).

Before you agree that Oxfordshire Computer Service Limited will provide Services to you please read the terms and conditions. If you have questions concerning them please ask before entering into a contract with us.

1 How Oxfordshire Computer Service Limited provide Services
1.1 Oxfordshire Computer Service Limited provides the Services either:
1.1.1 on a fixed-price basis; or
1.1.2 on the basis that we charge for the time Oxfordshire Computer Service Limited spend in performing the Services.
1.2 Fixed-price Services are available for basic installation and configuration of equipment and software (as detailed in paragraphs 2 and 3). For any other Services, including diagnosing problems with equipment and software, providing support and fixing of equipment and/or software, Oxfordshire Computer Service Limited normally charge on the basis of time spent (as detailed in paragraph 4).
1.3 The Services provided at a fixed rate are based on a number of assumptions, including:
1.3.1 a limited amount of tasks being undertaken; and
1.3.2 these limited tasks taking a particular amount of time to perform; and
1.3.3 the fixed-rate Services being designed for getting equipment and software working at a basic level.
These assumptions are set out paragraphs 2 and 3 below.
1.4 Where you have detailed or complex requirements the fixed rate Services are not suitable and Oxfordshire Computer Service Limited will wish to carry out (and charge for) such requirements on a time basis. The type of tasks which are not suitable for the fixed rate Services are set out on the following page(s). If you have agreed with us for us to provide a fixed-rate Service, and it becomes apparent once Oxfordshire Computer Service Limited start performing the Services that Oxfordshire Computer Service Limited should be charging on the basis of time spent what you will have to pay us will be determined in accordance with paragraph 7.
1.5 For Services provided on the basis of the time spent Oxfordshire Computer Service Limited do provide estimates. My general policy is to carry out the Services based on the estimate, but Oxfordshire Computer Service Limited may need to depart from the estimate where:
1.5.1 you notify us what you require us to do is different to that in the estimate; or
1.5.2 the type of work Oxfordshire Computer Service Limited need to do or perform changes from the estimate and which Oxfordshire Computer Service Limited could not reasonably foresee this before Oxfordshire Computer Service Limited started performing the Services.
What you will have to pay in such circumstances is set out in paragraph 7 below.
1.6 Our rates for performing the Services at a fixed price or a time basis are set out on the relevant quotation documents.

2 Installation of equipment (fixed rate Service)
2.1 What Oxfordshire Computer Service Limited will do
If our Services consist of installing of new equipment (such as computer, computer peripherals, electronic devices, audio or audio-visual equipment) Oxfordshire Computer Service Limited will carry out the following:
2.1.1 unpack the new equipment (this may be done offsite);
2.1.2 connect the new equipment together (this may be done offsite);
2.1.3 connect the new equipment to other existing equipment you have;
2.1.4 check that the new equipment is operating by checking that it can carry out some of its basic functions;
2.1.5 Configure the equipment, if the equipment requires configuration
2.1.6 install any software to make the new equipment perform its basic functionality.

Time allowed for this is three hours for a client computer and three days for a new Small Business Server. If the Services take longer than this then additional time will be charged on a time-spent basis.
2.2 What you need to do
For us to perform the installation of the new equipment please:
2.2.1 provide sufficient space for the new equipment to be placed or fitted;
2.2.2 provide sufficient space for us to work with the new equipment and any existing equipment;
2.2.3 clear away any obstructions or items placed on or near the equipment;
2.2.4 ensure that there are sufficient power sockets within 1 metre of where the new equipment and any existing equipment are to be placed;
2.2.5 retain the packaging and anything (including cables, manuals, CDs etc) that came with the new equipment;
2.2.6 if you wish us to connect new equipment to existing equipment, ensure that you have any necessary cables to do so. Connecting cables will generally not be supplied with new equipment.
2.2.7 note that if the equipment requires the installation or configuration of software to make the new equipment function or to configure the function, you will also need to do the things listed under paragraph 3.3 below.

3 Installation of software (fixed-rate Service)
3.1 What Oxfordshire Computer Service Limited will do (for operating software)
3.1.1 load and install the operating software onto a computer you have provided;
3.1.2 register or validate the software with the provider or licensor of the software where necessary;
3.1.3 obtain and install any necessary security or essential updates for the software;
3.1.4 install and configure up to 2 peripherals (such as a printer and scanner);
3.1.5 set up 1 user name and password for that user.

Time allowed for this is three hours for a client computer and three days (3 x 8 hours) for a Small Business Server. If the Services take longer than this then additional time will be charged on a time spent basis.
3.2 What Oxfordshire Computer Service Limited will do (for other software)
3.2.1 install the software;
3.2.2 register or validate the software with the provider or licensor of the software;
3.2.3 carry out basic configuration of the software to ensure that it operates and can connect or operate with common peripherals (such as printers) and within common parameters on which the software operates (such as communications).

Time allowed for this is two hours. If the Services take longer than this, then additional time will be charged on a time-spent basis.
3.3 What you need to do
3.3.1 provide the CD (or have the file which contains the software to be installed if obtained via a download), instructions, manuals and any installation or registration numbers that came with the software;
3.3.2 provide access to the computer (with keyboard, mouse and screen).
3.3.3 provide passwords and user names to access the computer (or any part of the computer or any software to which Oxfordshire Computer Service Limited reasonably need access);
3.3.4 provide a stable broadband or other connection to the internet; and
3.3.5 allow us to use your e-mail account where Oxfordshire Computer Service Limited need to communicate with the manufacturer or supplier of the software.

4 Diagnostic, support and fixing service (charged for on time spent basis)
4.1 The diagnostic and fixing Services are designed to:
4.1.1 locate the problem you having with equipment or software; and
4.1.2 where the problem is identified, either fix the problem or suggest solutions which you might adopt to have the problem fixed.
4.2 The support Service is designed:
4.2.1 to help you understand and operate equipment and software you own or use;
4.2.2 to carry out detailed, complex or advanced installation or configuration of equipment or software.
4.3 In performing the diagnostic and fixing Services our aim is to identify the specific problems which are occurring and provide solutions. It may not be possible to provide a resolution to the problem or issue you are facing, because, for example:
4.3.1 there is a problem or fault with the equipment which requires repair (see paragraph 8);
4.3.2 some necessary equipment, tool, software, password or other resource (such as access to the internet or a power supply) or facility is not available at the time Oxfordshire Computer Service Limited perform the Services;
4.3.3 it is not possible to obtain required information or support from a third party (such as the manufacturer or supplier of the equipment or software not providing support at all or in a timely fashion).

5 General points
5.1 Before Oxfordshire Computer Service Limited provide the Services, you should consider:
5.1.1 making a back up of any data you have on the computer(s) or storage device(s) which is/are to be the subject of, or to used in the performance of, the Services;
5.1.2 making a written note of any configuration settings or information stored on any equipment or computers;
5.1.3 where the equipment is a computer, downloading and installing:
5.1.3.1 any available security and protection updates for the operating system you use; and
5.1.3.2 any available updates to virus checking and other computer protection software you use.
5.2 Where Oxfordshire Computer Service Limited will be providing Services in relation to:
5.2.1   equipment, the installation, configuration or fixing of problems may involve:
5.2.1.1 switching the equipment on or off; or
5.2.1.2 upgrading or changing built-in software (such as firmware)
5.2.1.3 performing functions and/or running software provided by the manufacturer or supplier,
the effect of which may not be documented properly or at all by the manufacturer or supplier. The result may be that the equipment removes, deletes or alters any data or configuration present on the equipment.
5.2.2   software, the installing, configuring or fixing of problems may involve:
5.2.2.1 installing the software, uninstalling it, installing patches and fixes provided by the manufacturer or supplier of the software or third parties;
5.2.2.2 switching equipment on or off, the effect of which may not be documented properly or at all by the manufacturer or supplier. The result may be that data is removed, deleted or altered or that the software in question (or other software no longer functions.
Because these situations commonly arise Oxfordshire Computer Service Limited recommend that you carry out the steps that apply in paragraph 5.1 above.
5.3 When equipment or software is installed or configured (or a problem concerning them is dealt with) then Oxfordshire Computer Service Limited will often need to:
5.3.1 obtain information from internet sites (including downloading relevant material such as software, drivers, firmware, manuals or other files); or
5.3.2 contact a telephone support line of the supplier or manufacturer of the equipment or software; or
5.3.3 send or receive e-mails to obtain information or have issues, problems or registration or validation requests dealt with; and this will need to be done using your computer and telephone equipment. Where required you will be responsible for any telephone or other communication charges. Telephone calls made to telephone support lines are often available only on premium rate telephone numbers.
5.4 While performing the Services Oxfordshire Computer Service Limited may need to contact telephone or e-mail support services provided by the manufacturers or suppliers of the equipment of software. Such support may only be available, for example:
5.4.1 with us having to wait for an extended period (over ten [10] minutes) on the telephone;
5.4.2 with a response which is provided at a later time (such as with a reply provided hours or days later).
5.5 Whichever Service Oxfordshire Computer Service Limited provide there are general technical issues which can affect the result you wish to achieve from the performance of the Services, such as:
5.5.1 some equipment may not be compatible with other equipment (either because it is not possible to physically connect them together, or they are not designed to work to together, or there is not the software available to do so); and/or
5.5.2 some software may not operate on your equipment at all or in the way that you intended (either because the software or the computer or the operating system you use or operate are not the correct version); and/or
5.5.3 there is some aspect of your current installation or configuration which is preventing new equipment or software to be installed, configured or run at all).
Oxfordshire Computer Service Limited may not be able to determine some or all of these issues until Oxfordshire Computer Service Limited start performing the Services. In particular, Oxfordshire Computer Service Limited may only be able to determine such issues on further examination and involving investigation or inspection of the equipment and/or software.
5.6 If you have provided us access to any user names or passwords in order for us to provide you Services, you should consider changing them after Oxfordshire Computer Service Limited provide you the Services. It is recommended that you change passwords on a regular basis and that you do not have the same password for different functions on a computer (ie not have the same password to log in to your computer, to access e-mail, to access your router, to access online services, etc).

6 Method of charging, payment, etc
6.1 Where Oxfordshire Computer Service Limited charge for Services according to the time spent we charge for each hour or part of an hour Oxfordshire Computer Service Limited spend in providing those Services.
6.2 Oxfordshire Computer Service Limited accept payment in cash or by cheque. All costs are exclusive of VAT.
6.3 Payment will be due by you to us at the time Oxfordshire Computer Service Limited complete performing the Services (unless we agree otherwise).

7 General policy about charging for Services
7.1 Our general policy is that if it becomes immediately obvious when Oxfordshire Computer Service Limited start performing the Services that:
7.1.1 Oxfordshire Computer Service Limited cannot perform them as Oxfordshire Computer Service Limited and you reasonably expect (such as the situations set out in paragraph 4.3 or 5.5); or
7.1.2 Oxfordshire Computer Service Limited cannot perform them within the estimated any time period, or
7.1.3 you have not provided or made available what is necessary for us to carry out the Services (such as in paragraphs 2.2, 3.3 or 5.3);
Then paragraph 7.2 will apply.
7.2 Where paragraph 7.1 applies Oxfordshire Computer Service Limited will offer you the option that:
7.2.1 Oxfordshire Computer Service Limited will not perform any (further) Services and not require you to make any payment; or
7.2.2 Oxfordshire Computer Service Limited will start or continue performing the Services but:
7.2.2.1 the amount you will have to pay for the Services will be on a time spent basis until Oxfordshire Computer Service Limited complete performing the Services; and
7.2.2.2 the amount Oxfordshire Computer Service Limited will charge you may be greater then any fixed rate or estimate Oxfordshire Computer Service Limited have provided to you.
7.3 Where the situations listed in paragraph 7.1 arise and they are not immediately obvious when Oxfordshire Computer Service Limited start performing the Services (and Oxfordshire Computer Service Limited could not reasonably foresee them when Oxfordshire Computer Service Limited start performing the Services) then Oxfordshire Computer Service Limited will expect you to pay:
7.3.1 the fixed price for a Service based on a fixed price;
7.3.2 for the amount of time spent in performing of the Services up to the time the problem or issue becomes apparent (calculated in accordance with paragraph 6.1).

8 Types of work Oxfordshire Computer Service Limited do not perform at all
8.1 Oxfordshire Computer Service Limited do not carry out repairs to equipment (or parts of equipment) at all (except as stated in paragraph 8.2). In most cases, equipment does not consist of repairable parts and will need to be returned to the manufacturer or supplier of the equipment, or sent to a specialist repairer.
8.2 The following are examples of where a repair may be undertaken by us as part of performing the Services:
8.2.1 where a user-replaceable part can be removed with a new or working equivalent part; or
8.2.2 where the equipment (or part of the equipment) has failed to work or is not working as it should normally do so and the cause is software related and can be resolved by configuration or (re)installation of software.
8.3 Oxfordshire Computer Service Limited will not perform the installation or configuration of software Services where:
8.3.1 it is apparent that you are not legitimately licensed to use the software in question; and/or
8.3.2 the provider, manufacturer or licensor of the software indicates that the software is not valid, genuine or licensed to you.
8.4 Oxfordshire Computer Service Limited will not generally provide Services which will or which Oxfordshire Computer Service Limited reasonably believe will invalidate any warranty or guarantee provided by the manufacturer or supplier of equipment.
8.5 Oxfordshire Computer Service Limited will not provide any Services in connection with the following:
8.5.1 equipment: gas-powered, electrical or telephony equipment.
8.5.2 software: Unix, Apple Mac or embedded control software

9 Travel time
Oxfordshire Computer Service Limited do not normally charge for travelling to or from the place we perform the Services although if we need to travel some distance Oxfordshire Computer Service Limited may make a charge. If we need to do this we will make it clear at the time you wish us to provide you Services.

10 Limitation on my liability to you
My liability to compensate you for any loss or damage (in the case of loss or damage other than death or personal injury) is limited to the amount of fees charged by Oxfordshire Computer Service Limited.

11 Contacting each other
If you wish to send us any notice or letter then it needs to be sent to Oxfordshire Computer Service, 50 St Johns Road Tackley Oxfordshire OX5 3AP. If Oxfordshire Computer Service Limited wish to send you a letter or notice we will use the address you have provided to us or where Oxfordshire Computer Service Limited carry out the Services.

12 Disputes
If you are unhappy with the Services Oxfordshire Computer Service Limited provide Oxfordshire Computer Service Limited hope you will discuss any problems or issues with us first.. If you wish you may, at any time, take court proceedings. If so, you must do so within the courts of England and Wales. This contract is governed and construed by the law of England and Wales.