These terms and conditions apply to the sale, licence and service (as applicable) by ASIMM IT of any information technology hardware or software, goods/products or services or other similar associated items or materials. These terms are divided into three parts; General, Sale of Goods and IT Services.
Note: The General Terms apply to all contracts of ASIMM IT and will apply in conjunction with the Sale of Goods and IT Services terms. There are also additional terms and conditions as detailed on the ASIMM IT website at https://secure.asimm.it/legal/, which are specific to the type of product or service provided (e.g. Domain Names, Hosting, Telecoms) and those terms and conditions will also apply in conjunction with these terms and conditions.
In these terms and conditions, unless the context otherwise requires, the following words have the following meanings:
“Call” – Communication received by ASIMM IT from the Customer reporting a defect or malfunction in the Equipment.
“Charges” – The sums payable by the Customer to ASIMM IT for the sale of the Goods and/or the supply of the IT Services, as set out in the Scope of Service.
“Confidential Information” – Any trade secrets or confidential or proprietary information of either party, including these Terms, but excluding any information:
(a) in the public domain otherwise than by a breach of the Contract;
(b) which, prior to disclosure, was already known by the recipient;
(c) that the other party develops independently of or to any information that is disclosed to it under the provisions of the Contract; or
(d) which is subsequently disclosed to the recipient by a third party at liberty to disclose it.
“Contract” – The contract between the Customer and ASIMM IT for the sale of Goods and/or the supply of the IT Services in accordance with these Terms.
“Customer” – The person who accepts ASIMM IT’s written quotation for the sale of the Goods and/or the supply of the IT Services or whose written order in respect thereof is accepted by ASIMM IT.
“Engagement” – The employment, hire or other use, directly or indirectly and whether as an employee or on a self employed basis.
“Equipment” – All or part of the IT network, hardware, software and Third Party Software as specified or identified in the Scope of Service.
“Goods” – The IT hardware, software and related equipment which ASIMM IT is to supply in accordance with these Terms.
“Initial Term” – The fixed period for which the IT Services is to be provided as specified in the Scope of Service.
“Installation Address” – The address specified in the Scope of Service at which the Equipment is located or such other address as may be agreed in writing by ASIMM IT
“Liability” – Any liability arising by reason of any representation (unless fraudulent), or any breach of any implied warranty, conditions or other term or any duty at common law, or under any statute, or under any express term of this Contract.
Loss In relation to the Customer means loss of profit (or any other loss), damages, costs or other compensation and any legal or other expenses awarded against or incurred by or paid or agreed to be paid in settlement of any claim by the Customer, howsoever arising and whether by reason of negligence of ASIMM IT, its employees, its agents or otherwise.
“Normal Working Hours” – 09:00 to 17:00 Monday to Friday but excluding bank or statutory holidays.
“Operating Platform” – The complete configuration of hardware, ancillaries/accessories and operating system for an item of Equipment.
“Personnel” – Any employee, agent, consultant and/or sub-contractor of the party concerned
“Scheduled Service Hours” – The times during which ASIMM IT will endeavour to provide the IT Services as specified on the Scope of Service.
“Scope of Service” – The Schedule signed by the Customer setting out details of the Equipment, response times and other information in respect of the IT Services.
“IT Services” – The provision of IT Services for the Equipment as set out in the Scope of Service.
“System Audit” – Means an inspection of the Equipment or part thereof but does not include repair or replacement.
“Third Party Software” – Software developed and licensed by a third party, for which ASIMM IT have agreed to provide support, as detailed in the Scope of Service
“ASIMM IT” – ASIMM IT LTD (CRN 04957182) or such other group company as may be notified to the Customer from time to time.
Part 1 – General Terms
The following terms and conditions apply to all Equipment sold or to be sold and/or Software licensed or to be licensed and/or IT Services provided or to be provided to the Customer.
1.1 These Terms may only be amended, or varied with ASIMM IT’s agreement in writing. The parties agree that these Terms will prevail notwithstanding any conflicting or additional terms or any orders or other notifications submitted by the Customer.
1.2 Words of a technical nature used in these Terms will (unless inconsistent with the context) be construed in accordance with general trade use in the information technology industry in the United Kingdom.
1.3 Headings in these Terms are for convenience only and have no effect on the interpretation.
1.4 Failure by either party to exercise or enforce any rights, or the giving of any forbearance, delay or indulgence, will not be construed as a waiver of its rights under these Terms or otherwise nor will any single or partial exercise thereof preclude any further or subsequent exercise.
2.1 The description of any Goods contained in any quote, invoice, order form, descriptive matter, specifications, catalogue or advertising material published or issued by ASIMM IT is for identification only and the use of such description will not constitute a sale by description. Any typographical or other error or omission in any such literature or any other document issued or provided by ASIMM IT may be corrected by ASIMM IT without any liability on the part of ASIMM IT.
2.2 ASIMM IT reserve the right to supply Goods which differ from the specifications agreed between the parties and/or to modify any specifications in respect of the IT Services provided that this does not materially affect the performance of the Goods or the IT Services.
3.1 Unless otherwise stated in writing, quotations are valid for 7 days from the date of issue and are exclusive of VAT and any other relevant taxes which are payable by the Customer in addition.
3.2 The Charges quoted in the Scope of Service for IT Services are for the Initial Term only. The annual Charges payable for any subsequent 12 month period (excluding any additional payments due under these Terms) will be as notified by ASIMM IT to the Customer in writing at least 7 days before the commencement of such period.
3.3 All waiting time spent by any employees or agents of ASIMM IT (which includes any time which had been allocated to a Customer by ASIMM IT and which is not utilised by such Customer for any of the reasons set out in this clause) as a result of any delay, variation or failure by the Customer to comply with these Terms (which for these purposes includes any delays or postponements by the Customer of any installation dates specified by ASIMM IT, of dates of scheduled service visits or otherwise) will be payable by the Customer to ASIMM IT at ASIMM IT’s then applicable hourly rate.
4.1 In respect of the IT Services for the Initial Term the Customer will pay the Charges to ASIMM IT on the date(s) set out in the Scope of Service and thereafter annually in advance within 7 days after the date of ASIMM IT’s invoice.
4.2 In respect of the sale of all other Goods and services:
4.2.1 Payment will be made by the Customer on the date(s) agreed in writing between the Customer and ASIMM IT at the point of order for the Goods or the requirement for services in accordance with these Terms.
4.2.2 Invoices for Goods will ordinarily be issued on delivery of the Goods. If the Goods are specific to the Customer or if the Customer fails to take delivery when required ASIMM IT may invoice the Customer at any time after the Goods become available.
4.2.3 ASIMM IT may require the Customer at any time prior to delivery to pay a deposit to secure any order or part thereof.
4.2.4 Any quantity discount given by ASIMM IT at the point of order may be removed if the order quantity is subsequently reduced.
4.3 If no payment date(s) has been agreed in writing in accordance with clauses 4.1 or 4.2.1 above then payment by the Customer will be made within 7 days after the date of ASIMM IT’s invoice.
4.4 If any payments from the Customer under these Terms are payable by instalments, the Customer will pay such instalments in advance, by standing order, direct debit or such other method as ASIMM IT may agree, at the intervals agreed in writing with ASIMM IT.
4.5 If the Customer fails to make any payment due to ASIMM IT (whether under these Terms or otherwise) on its due date then ASIMM IT may (without prejudice to any other remedy) cancel the Contract or suspend any further performance of any obligations by ASIMM IT to the Customer or appropriate any money received from the Customer against such sums as ASIMM IT may determine (notwithstanding any instructions from the Customer). For the avoidance of doubt, ASIMM IT will be entitled to suspend the performance of any IT Services in the event that there are any sums owing by the Customer in respect of any other goods and/or services provided by or on behalf of ASIMM IT to the Customer.
4.6 All payments due to ASIMM IT under these Terms will be paid in full without any set off, deduction, counterclaim or withholding of any sum for whatever reason.
4.7 ASIMM IT reserves the right to charge interest and penalties in accordance with the Late Payment of Commercial Debts (Interest) Act 1998 as amended, on the amount of any delayed payment at the statutory rate of 8% over the base rate of the Bank of England from time to time per calendar month or part thereof on the outstanding amount until payment has been made in full. Once statutory interest begins to accrue on the outstanding amount, ASIMM IT shall be entitled to fixed sum compensation (in addition to the statutory interest on the debt) arising out of the late payment as follows:-.
(a) for a debt less than £1000, the sum of £40;
(b) for a debt of £1000 or more, but less than £10,000, the sum of £70;
(c) for a debt of £10,000 or more, the sum of £100.
- Payment Method
5.1 ASIMM IT accepts the following payment methods:-
(a) bank transfers (e.g Standing Orders, BACS, Direct Debit), which is our preferred payment method;
(b) credit/debit card via PayPal, Google Checkout and Nochex payment gateways;
(c) cheques or postal orders.
5.2 A payment processing fee may be levied to cover administration and other associated costs where necessary:-
(a) payments made via bank transfer are currently exempt of any processing fees;
(b) 3.75% of the invoice value for credit/debit card payments made via PayPal, Google Checkout or Nochex payment gateways;
(c) £7.50 per cheque or postal order.
5.3 The Customer must provide a valid credit/debit card as security against their account with ASIMM IT.
5.3.1 The Customer will provide unrestricted use of the supplied card details for any monies due on their account with ASIMM IT by completing and signing a continuous card payment authority form.
5.3.2 Replacement card details will be supplied immediately upon expiration, cancellation or in the event that the card is declined for whatever reason.
5.3.3 The Customer authorises the use of the supplied card details where an alternative payment method has not been explicitly arranged and payment has become overdue on an invoice or in the event of an alternative payment method failure or cancellation.
5.3.4 The Customer will immediately notify ASIMM IT with any change or replacement to the supplied card details.
6.1 If any payments due to ASIMM IT in respect of the Goods or the IT Services are to be paid by a third party then the Customer agrees that immediately on delivery of the Goods and/or the IT Services the Customer will sign the acceptance note for the financing company or other third party and will generally take all steps as may be necessary to ensure that payment is made to ASIMM IT for the Goods and/or the IT Services in accordance with these Terms.
- ASIMM IT Employees
7.1 The Customer will take all such steps as may be necessary to ensure the safety and welfare of any of ASIMM IT’s representatives who visit any premises of or on behalf of the Customer;
7.2 The Customer will fully indemnify and hold harmless ASIMM IT from and against any claim for loss, damage or injury to any person or property occasioned by or arising directly or indirectly from any negligence or misuse of the Goods or the IT Services or the Equipment or any other breach of these Terms by or on behalf of the Customer.
8.1 Subject as expressly provided in these Terms and except where the Goods are sold to a person dealing as a consumer (within the meaning of the Unfair Contract Terms Act 1977) all warranties, conditions or other terms implied by statute or common law are excluded to the fullest extent permitted by law, but nothing in these Terms will affect the liability of ASIMM IT for any fraudulent misrepresentation.
8.2 Where the Goods are sold under a consumer transaction (as defined by the Consumer Transaction (restrictions on Statements) Order 1976) the statutory rights of the Customer are not affected by these Terms.
8.3 The Customer accepts that in respect of the sale of the Goods and/or provision of the IT Services, whilst ASIMM IT will endeavour to use its expertise and experience to advise the Customer, ASIMM IT is acting as a supplier only and it is the Customer’s responsibility to ensure that the Goods and/or the IT Services will be suitable for its requirements and the Customer acknowledges that prior to the Contract it has fully and accurately advised ASIMM IT of its requirements, both present and anticipated, in respect of the Goods and/or the IT Services.
8.4 If ASIMM IT is unable, other than through the act or default of the Customer, within a reasonable time to repair or replace any defective Goods in accordance with the Warranty set out in these Terms and where such Goods are unusable due to such defect then, the Customer’s only remedy is to reject such Goods and on their return to ASIMM IT’ s premises the Customer is entitled to recover the price paid for such Goods provided the Customer notified such defect in accordance with these Terms,
8.5 Without prejudice to clause 8.7, if ASIMM IT fails to provide the IT Services in accordance with its obligations hereunder, the total Liability of ASIMM IT in any one year for any Loss suffered by the Customer as a result of such failure will not exceed the Charges paid by the Customer in the current year for the IT Services in question.
8.6 Except in the case of death or personal injury caused by ASIMM IT’s negligence, or liability for defective products under the Consumer Protection Act 1987, ASIMM IT will not have any Liability to the Customer for loss of profit or any indirect, special or consequential Loss of the Customer arising out of or in connection with the provision of any goods or services or any delay in providing or failure to provide any goods or services even if ASIMM IT had been advised of the possibility of such potential loss.
8.7 Except in the case of death or personal injury caused by ASIMM IT’s negligence, or liability for defective products under the Consumer Protection Act 1987, in no event shall ASIMM IT’s Liability in respect of any Loss to the Customer exceed £10,000.00.
8.8 Except in the case of death or personal injury caused by ASIMM IT’s negligence, or liability for defective products under the Consumer Protection Act 1987, no action regardless of form may be brought by the Customer more than 12 months after the cause of action has accrued.
8.9 ASIMM IT will have no liability under these Terms or otherwise to the Customer arising out of:
8.9.1 any loss or corruption of any documents, data, memory erasure of media stored on disk, whether total or partial howsoever arising by reason (in whole or in part) of the Customer’s failure to maintain adequate back-up copies of all of its operating system software, application software, data files and other documentation;
8.9.2 any loss or corruption of any documents, data, memory erasure of media stored on disk, whether total or partial howsoever arising, including but not limited to loss which may occur, whilst installation, service or maintenance work is being carried out by or on behalf of ASIMM IT in accordance with these Terms or any other reason;
8.9.3 any act or omission of any third party telecommunication provider, or fault or failure of their equipment (including any prevention of any remote servicing facility in respect of the Equipment);
and if any damage to any of the program or data files of the Customer occurs then ASIMM IT’s responsibility will be confined to assisting the Customer to restore the latest backup copy and installing application software made available on site by the Customer. If on site assistance is required to reconstruct the files then ASIMM IT will charge the Customer for the cost of such assistance at ASIMM IT’s then current rates.
9.1 The Customer warrants and represents that the use by ASIMM IT of any data, materials or equipment supplied by the Customer for use by ASIMM IT in the provision of the IT Services, will not infringe the intellectual property rights of any third party and the Customer will fully indemnify ASIMM IT in this respect.
10.1 Except as expressly provided, neither party may at any time whether during or after the expiry of these Terms use or disclose the other party’s Confidential Information and the Customer will take all reasonable steps to ensure that its employees are bound by the same obligations and that such obligations will continue beyond the termination of employment with the Customer.
11.1 ASIMM IT will not be liable for any failure or delay in complying with these Terms if the failure of delay was due to force majeure, including any circumstances whatsoever beyond the reasonable control of ASIMM IT in which event ASIMM IT will as soon as reasonably practicable notify the Customer of the nature and extent of the circumstances in question. If the force majeure continues for more than 30 days then ASIMM IT may cancel this Contract (or any part thereof) without liability to the Customer.
12.1 ASIMM IT may assign, sub-contract or otherwise transfer the benefit of, and/or its obligations under this Contract to any person at any time. ASIMM IT may perform any of its obligations or exercise any of its rights under this Contract through any member of its group.
12.2 The Customer acknowledges that this Contract is personal to the Customer and that it may not assign or in any way make over to any third party, whether in whole or in part, the benefit of, and/or its’ obligations under this Contract without the prior written authority of ASIMM IT and on such terms as ASIMM IT may reasonably require.
12.3 Save where expressly stated in these Terms, no person will become entitled to enforce any of its provisions of these Terms who would not have been so entitled but for the provisions of the Contracts (Rights of Third Parties) Act 1999, the provisions of which do not apply to these Terms.
13.1 ASIMM IT may without prejudice to any other remedy available to it at any time by giving written notice terminate or suspend this Contract or such part of it as ASIMM IT may elect (including stopping any Goods in transit) if:
13.1.1 the Customer commits any continuing or material breach of these Terms and if the breach is capable of remedy, is not remedied within thirty days of a written notice detailing the breach;
13.1.2 a resolution is passed or an order is made for the liquidation of or the winding up of the Customer (save for the purpose of a bona fide reconstruction or amalgamation);
13.1.3 the Customer becomes subject to an administration order, a receiver or manager or administrative receiver is appointed over the Customer’s property or assets;
13.1.4 the Customer suffers execution or distress or takes or suffers any similar action in consequence of a debt;
13.1.5 the Customer is insolvent or would be taken as insolvent under section 123 Insolvency Act 1986;
13.1.6 the Customer is dissolved or otherwise threatens or ceases to carry on business or a substantial part of it;
13.1.7 in the case of a sole trader or partnership anything analogous to any of the above occurs.
13.2 On termination of this Contract for any reason the Customer will return or delete any of ASIMM IT’s Confidential Information and return to ASIMM IT all property (including loan/rental Equipment) of ASIMM IT under the Customer’s possession or control.
13.3 On termination of the Contract any licence to use software granted by ASIMM IT will immediately terminate and the Customer will return to ASIMM IT any such software and all copies thereof and will not use or permit the use of any such software. The Customer acknowledges and agrees that ASIMM IT will be entitled to remove such software from all operating systems of the Customer whether by means of remote access or otherwise. The Customer will not do or omit to do anything which might prevent or hinder such removal.
13.4 If the Customer terminates this Contract (or ASIMM IT terminates by reason of any acts or omissions of the Customer) then
13.4.1 in respect of any Goods such termination can only be made with ASIMM IT’s written consent and on terms that the Customer will indemnify ASIMM IT in full against all loss (including loss of profit) costs, charges and expenses incurred by ASIMM IT as a result of such termination; and
13.4.2 in respect of the IT Services if the termination occurs prior to the end of the Initial Term, ASIMM IT may without prejudice to any other remedies available to it demand and receive from the Customer an early termination charge. This charge will be calculated to recover such costs as ASIMM IT has reasonably incurred in equipping itself to deliver the IT Services and which have not been fully recovered by ASIMM IT from the Charges paid by the Customer at the date of termination.
- Data Protection
14.1 Each party will ensure that in the performance of its obligations under these Terms it will at all times comply with the Data Protection Act 1998.
14.2 The Customer consents to the processing by ASIMM IT of all the Customer’s personal data (as the term ‘personal data’ is defined in the Data Protection Act 1998) for all purposes connected with these Terms.
14.3 The Customer acknowledges that any data transmitted over the Internet cannot be guaranteed to be free from the risk of interception even if transmitted in encrypted form and that ASIMM IT has no liability for the loss, corruption or interception of any such data.
- Non Solicitation
15.1 The Customer acknowledges the investment made by ASIMM IT in the training of ASIMM IT’s Personnel and the commercial interest which ASIMM IT has in retaining their services.
15.2 The Customer agrees that if any of the ASIMM IT personnel who have provided all or any part of any services for or on behalf of ASIMM IT to the Customer within six months of leaving the employment or engagement of ASIMM IT accepts an Engagement with the Customer then the Customer will pay to ASIMM IT such sum as represents 30% of the anticipated annual salary or other sums to be paid by the Customer to such person(s) within the first year of such Engagement.
15.3 For the purpose of this clause 15 references to the Customer will include any person or entity to whom such person(s) is introduced (directly or indirectly) by the Customer.
16.1 All notices under these Terms must be in writing and will be effective only if given by either party to the other party at their last known principal place of business or such other address as that party has nominated, in writing, for that purpose.
- Law and Jurisdiction
17.1 These Terms will be governed by and construed in accordance with English Law and the English Courts will have non-exclusive jurisdiction to hear all disputes arising in connection with these Terms.
17.2 The invalidity or unenforceability for whatever reason will not prejudice the continuation in force of the remainder of these Terms and if any part of these Terms is held by a Court or other competent authority to be illegal or ineffective it or they will be replaced with such legal and effective terms that most closely approach the ineffective terms.
- Entire Agreement
18.1 These Terms and the Scope of Service contains the entire agreement between the parties with respect to their subject matter and supersede all previous written and oral agreements and understandings between the parties. The Customer acknowledges that in entering into the Contract it does not rely on any representation, warranty, agreement or other provision except as expressly set out in these Terms and that all conditions, warranties or other terms implied by statute or common law are excluded to the fullest extent permitted by law, but nothing in these Terms will affect the liability of ASIMM IT for any fraudulent misrepresentation.
Part 2 – Sale of Goods
The following terms and conditions apply to the sale of Goods by ASIMM IT.
- Formation of Contract
1.1 ASIMM IT will sell and the Customer will buy the Goods in accordance with ASIMM IT’s written quotation (if accepted by the Customer) or the Customer’s written order (if accepted by ASIMM IT) subject in either case to these Terms. No order submitted by the Customer is deemed to be accepted by ASIMM IT unless ASIMM IT confirms this in writing.
- Accuracy of Order
2.1 The Customer is responsible for ensuring the accuracy of the terms of any order (including any applicable specification) submitted by the Customer.
3.1 All software, whether supplied, installed or implemented is provided within the terms and conditions and licence of the software provider.
3.2 If the software comprised in the Goods is not owned by ASIMM IT then the Customer will be required to enter into an end-user licence agreement with the owner of the software concerned.
3.3 If any software has to any extent been written or developed by ASIMM IT then subject to clause 3.2 above, ASIMM IT hereby grants a non-exclusive, non-transferable licence for the use of such software by the Customer for the duration of this Contract and all copies of such software are the property of ASIMM IT and notwithstanding clause 5.1 no title or ownership thereof will be transferred to the Customer.
4.1 Delivery of the Goods will take place by ASIMM IT delivering the Goods to the place agreed in writing with the Customer.
4.2 Any dates and times quoted for delivery are estimates only and unless otherwise agreed in writing, delivery times are not of the essence of the contract. ASIMM IT will not be liable for any loss or damage (howsoever arising) to the Customer should ASIMM IT be unable to deliver the Goods within the quoted period.
4.3 ASIMM IT is entitled to make partial deliveries by instalments and these Terms will apply to each partial delivery.
4.4 If the Goods are to be delivered in instalments, each delivery will constitute a separate contract and failure by ASIMM IT to deliver any one or more instalments in accordance with these Terms will not entitle the Customer to treat the Contract as a whole as terminated.
- Transfer of Property and Risk
5.1 Risk in respect of the Goods passes to the Customer at the time of delivery but the title in the Goods will not pass to the Customer until ASIMM IT has received payment in full of the price of the Goods and all other goods agreed to be sold or services to be provided by ASIMM IT to the Customer for which payment is then due.
5.2 Until title in the Goods has passed to the Customer, ASIMM IT will be entitled at any time to require the Customer to deliver up the Goods to ASIMM IT and, if the Customer fails to do so forthwith, to enter upon any premises of the Customer or any third party where the Goods are stored and repossess the Goods.
5.3 Until title in the Goods has passed to the Customer, the Customer will hold the Goods as ASIMM IT’s fiduciary agent and bailee, the Customer will not dispose of the Goods and will keep the Goods separate from those of the Customer and third parties and properly stored, protected and insured and identified as ASIMM IT’s property.
6.1 Where ASIMM IT’s written quotation for the sale of the Goods or the Customer’s written order for the Goods (if accepted by ASIMM IT) specifies installation of the Goods or ASIMM IT otherwise undertakes any such installation then the Customer will complete all necessary works that may be required to receive the installation of the Goods including all necessary IT infrastructure and suitable electrical supply. If ASIMM IT is prevented or delayed from carrying out the installation through no fault of ASIMM IT then ASIMM IT is entitled to charge the Customer at ASIMM IT’s then current prices for any additional works carried out by or on behalf of ASIMM IT to enable it to complete the installation and/or for compensation for any losses or costs incurred by ASIMM IT by reason of such delay.
7.1 The Goods supplied hereunder are warranted to be free from defects in materials and workmanship for a period of 30 days from the date of delivery by ASIMM IT. The Customer must within said period of 30 days notify ASIMM IT in writing of any such defects and permit ASIMM IT to inspect the Goods as required by ASIMM IT. If the Customer does not so notify then the Customer will not be entitled to reject the Goods and ASIMM IT will have no liability for such defect.
7.2 The above warranty only applies where the Goods have been properly used in accordance with the relevant manufacturer’s specifications and any instructions by ASIMM IT and does not apply to any Goods that have been repaired or modified by anybody other than ASIMM IT.
7.3 If a valid claim is notified under clause 7.2 above then ASIMM IT may at its discretion repair or replace the Goods free of charge or refund the price of the Goods (or a proportionate part) in which case ASIMM IT will have no further liability to the Customer.
Part 3 – IT Services
The following terms and conditions apply to the IT Services described in the Scope of Service to be provided for the Equipment specified in the Scope of Service (“the IT Services”).
- ASIMM IT Responsibilities
1.1 ASIMM IT will, subject to these Terms, provide the IT Services in accordance with the terms of the Scope of Service.
1.2 ASIMM IT will use its reasonable endeavours to respond to a valid Call within the response time set out in the Scope of Service.
1.3 ASIMM IT will use its reasonable endeavours to rectify defects or malfunctions in the Equipment over the telephone, via e-mail or by use of remote access where provided by the Customer.
1.4 If a defect or malfunction in the Equipment cannot be resolved over the telephone, via e-mail or by remote access, ASIMM IT will use its reasonable endeavours to visit the Installation Address within the response times set out in the Scope of Service.
1.5 When carrying out work in accordance with these Terms, ASIMM IT will use its reasonable endeavours to return the Equipment to service and, subject to these Terms, reinstate the Customer’s applications.
1.6 ASIMM IT may at its discretion provide a permanent replacement part for the Equipment, either new or refurbished, and on exchange that part becomes the property of the Customer, and the faulty part replaced becomes the property of ASIMM IT.
1.7 ASIMM IT may repair the Equipment away from the Installation Address when it considers it necessary to do so.
1.8 ASIMM IT may at its discretion, lend the Customer temporary replacement equipment (as compatible as may be available) while repairs are carried out. Equipment loaned to the Customer remains the property of ASIMM IT and will be returned to ASIMM IT upon demand. The Customer is entirely responsible for such equipment and will indemnify ASIMM IT in respect of any loss or damage to that equipment.
1.9 ASIMM IT may make use of new releases, patches and updates of Third Party Software to rectify known problems where this is permitted under the applicable software licence agreement.
1.10 Where ASIMM IT is required to carry out or does carry out work that is subsequently found to be outside the Scope of Service, ASIMM IT will be entitled to charge for that work at ASIMM IT’s then current rates.
2.1 IT Services will commence on the date set out in the Scope of Service and, subject to these Terms, continue unless and until either party serves at least one month’s prior written notice of termination on the other expiring on the date of expiry of the Initial Term or any anniversary thereafter.
- Period of Availability
3.1 ASIMM IT will only provide IT Services during the Scheduled Service Hours. If the Customer requests ASIMM IT to carry out any IT Services outside the Scheduled Service Hours then, ASIMM IT will use its reasonable endeavours to comply with this request but will charge the Customer for such services at ASIMM IT’s then current rates.
3.2 The time taken by ASIMM IT to respond to a Call will only be measured during the Scheduled Service Hours.
- Customer Responsibilities
4.1 The Customer will keep the Equipment in the environmental conditions recommended by the Equipment manufacturer and ensure that the external surfaces, cables and fittings of the Equipment are kept clean and in good condition.
4.2 The Customer will ensure that the Equipment is only used by properly trained staff in accordance with the manufacturer’s user instructions, current computing practice and instructions issued by ASIMM IT from time to time.
4.3 The Customer will ensure that only personnel authorised by ASIMM IT adjust, modify, configure, maintain, repair, replace or remove any part of the Equipment.
4.4 The Customer will maintain adequate records of the use, maintenance and malfunction of the Equipment and will provide ASIMM IT with such information and assistance concerning the Equipment, its application, use, location and environment as ASIMM IT may reasonably require to enable it to carry out the IT Services.
4.5 The Customer will immediately notify ASIMM IT if there is any failure of the Equipment and will allow ASIMM IT full and unrestricted access to the Equipment and all documentation, software, materials and services necessary for the provision of the IT Services.
4.6 The Customer will ensure that relevant trained and experienced staff are available when required by ASIMM IT to provide ASIMM IT with information required by ASIMM IT to diagnose and/or repair the Equipment.
4.7 Where ASIMM IT provides remote diagnostic or support services in respect of the Equipment, the Customer will put and keep in place a remote access link to the Equipment which is acceptable to ASIMM IT.
4.8 The Customer must tell ASIMM IT in writing immediately that the Equipment or any part of it is changed.
4.9 The Customer will notify ASIMM IT of change in the location of any part of the Equipment. Whilst any Equipment is being moved, all ASIMM IT’s obligations to provide the IT Services will be suspended. The IT Services will be reinstated following re-installation of the Equipment provided that the Equipment has not been damaged or affected during the move.
4.11 Unless specifically included in the Scope of Service, the Customer is responsible for the cost of any Third Party Software upgrades which ASIMM IT advise are required.
4.12 It is the Customer’s sole responsibility, in a manner acceptable to ASIMM IT, to operate and verify a proper back up routine, maintaining all backup copies in a secure environment such that they can and will be provided to ASIMM IT when required.
4.13 The Customer undertakes to put and keep in place adequate security measures to protect the Equipment and any other software or data from viruses, harmful code or unauthorised access.
4.14 The Customer is solely responsible for any connection charges, line rental charges and call charges in relation to any Equipment.
- Proactive Support Visits
5.1 During each consecutive 12 month period of the IT Services, ASIMM IT will provide to the Customer the number of support visits specified in the Scope of Service during Normal Working Hours, the purpose of which is to provide general support in respect of the operation of the IT Services.
- System Audit
6.1 ASIMM IT will, as often as ASIMM IT thinks necessary and (save in the event of an emergency) upon reasonable notice carry out a System Audit within ASIMM IT’s Normal Working Hours to confirm that, in ASIMM IT’s opinion, the Equipment is in reasonable operating condition.
- Service Exclusions
7.1 The IT Services does not extend to:
7.1.1 Any Equipment not specified or included in the Scope of Service including any part of the Equipment which is in any way changed from that included in the Scope of Service;
7.1.2 Any Equipment which was, in ASIMM IT’s reasonable opinion, operating in an unstable or unsuitable manner prior to the commencement of the IT Services;
7.1.3 Any work arising as a result of any breach by the Customer of any of its obligations under these Terms;
7.1.4 Any work arising from any incident, wilful act or any error or omission in the operation of the Equipment or any other cause (except for wear and tear) which is not due to the neglect or default of ASIMM IT;
7.1.5 Any failure or defect caused by hardware or software not covered by these Terms;
7.1.6 Failures or defects due to manufacture or design defects over which ASIMM IT has no control;
7.1.7 Refurbishment or repair of casings or outer surfaces;
7.1.8 Any work to accessories, alterations, attachments or any other equipment that is external to the Equipment not identified within the Scope of Service;
7.1.9 Reinstatement of customised versions of the standard desktop operating system;
7.1.10 Reinstatement of the Customer’s software and data not identified within the Scope of Service;
7.1.11 Any consultancy, training or software or hardware ASIMM IT may provide;
7.1.12 Integration of the Equipment or any part thereof with other systems;
7.1.13 Cleansing of viruses and spyware or other malicious malware, or resolving the consequences of security breaches and incompatibilities in hardware and/or software.
7.1.14 Upgrading the Operating Platform to be able to operate the Customer’s selected software applications;
7.1.15 Consumable supplies or accessories such as magnetic media, batteries, print heads, toner cartridges, ink, paper, and any other items identified as consumable by the Equipment manufacturer, unless listed in the Scope of Service;
7.1.16 Any Equipment in respect of which a notice has been served by ASIMM IT under clauses 8 or 9;
7.1.17 Any work arising by reason of any maintenance or repair work carried out in respect of the Equipment by a third party not previously approved in writing by ASIMM IT;
7.1.18 In respect of any personal digital assistants, smartphones or other mobile solutions comprised within the Equipment anything other than support of the Third Party Software to enable synchronisation to such server of the Customer as is specified in the Scope of Service.
- Beyond Reasonable Repair
8.1 ASIMM IT will give the Customer written notice if, in its reasonable opinion, the Equipment (or any part of it) is identified as “end of life”, becomes beyond reasonable repair or spare parts become not readily available, or if faults and/or its condition are such that overhaul or replacement is necessary at which point any obligations of ASIMM IT to provide the IT Services in respect of such equipment will be suspended. If the Customer declines to have the Equipment overhauled or replaced at its expense within thirty days of such notification, ASIMM IT may on written notice exclude such equipment from this Contract and refund to the Customer by way of credit note a fair proportion of any Charges which have been paid by the Customer in respect of such equipment from the end of the notice period and will remove any loan equipment relating to the said equipment from the end of the notice period.
8.2 The provisions of clause 8.1 will apply equally in respect of any software included within the Equipment which, in the reasonable opinion of ASIMM IT, is no longer economically viable to maintain or requires upgrading or updating.
- Pre Inspection
9.1 Prior to commencement of the IT Services, ASIMM IT may during Normal Working Hours inspect the Equipment, or any part of it, at the Installation Address to confirm that it is, in ASIMM IT’s reasonable opinion, in full working order in accordance with the manufacturer’s requirements. If work is required to put the Equipment in such full working order ASIMM IT will notify the Customer accordingly. If the Customer declines to have such work carried out at its expense within thirty days of such notification, ASIMM IT may on written notice exclude such equipment from IT Services and will refund to the Customer by way of credit note a fair proportion of any Charges which have been paid by the Customer in respect of such equipment from the end of the notice period.