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Terms & Conditions
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Preamble:
Edict Technologies Ltd., hereinafter referred to as the Provider, provides its services to its clients through its employees, always in accordance with the legislation in force throughout the territory. Edict technologies Ltd.’s services are always contracted after an audit of the state of the client`s infrastructure who, with the employee in question issuing a report on the state of the infrastructure and a verdict on the possibility of providing the service and under what conditions.
General conditions applicable to all plans
Taking into account the nature of the services that Edict Technologies can provide (services related to IT, technology and telecommunications), it is essential that the customer complies with the legal regulations regarding the legality of the licenses that are being used on the equipment. Edict Technologies cannot provide its services on equipment with any type of pirated software or with a licence of dubious origin.
The service provider has a license purchase/sale service that can offer licenses with full legal validity to its clients with the aim of normalizing situations where anomalies are found.
On the other hand, if the technical report issued by the Edict Technologies engineer mentions any type of anomaly, the correction of the same would be an essential requirement for contracting any of the support plans or services offered by the provider. In the majority of cases, this operation would be carried out without any cost and would be covered by the support plan contracted. However, it is possible that additional material costs would be generated to correct this anomaly (purchase of licences, replacement of hardware equipment, etc.). These possible costs would be the sole responsibility of the client.
The support included in any of the plans is conditioned by several internal and external factors, among which are mentioned:
- The physical and moral state of the client’s infrastructure
- Interventions made by other digital personnel will not be covered, nor will their possible consequences
the consequences of human errors are covered within reasonable limits
Specific terms.
Basic plan
The basic support plan is aimed at SMEs and/or freelancers who make basic use of desktops, laptops and/or servers with Microsoft Windows, Linux/Unix or MacOS operating systems. Users who contract this plan have 5 incidents/tickets included and can make use of them during the calendar month of the contract. These incidents can be for the resolution of any problem related to the functioning of the operating system, applications, adjustments or hardware of personal computers or servers. The maximum time dedicated to each of the incidents will not exceed 30 minutes. In the event that the reported problem requires more than 30 minutes to resolve, a second or more of the 5 incidents contracted per month will be used to resolve it. Incidents not consumed will not be added to those of the following month. The maximum resolution time for each incident within the basic support plan is 48 hours for the Borrower. The 48 hours are considered as effective working time by the Borrower's engineering staff, without taking into account the possible time that the client may need to make a decision/action necessary to advance in the incident, or the time elapsed for the acquisition of material necessary for resolution. The basic support plan includes one (1) licence of AVAST Business Pro Antivirus, with a one-year extendable low cost, for personal computers or servers with full protection and firewalls, when contracting the annual support plan.
Advanced plan
The advanced support plan is aimed at SMEs or freelancers who make advanced use of desktops, laptops and/or servers with Microsoft Windows, Linux/Unix or MacOS operating systems, as well as presentation websites, e-commerce, e-mail configuration and their digital VoIP servers and telecommunications. In addition, customers will have access to one (1) replacement computer/laptop in the event that any of their devices, being defective, are being repaired by Borrower. Users who contract this plan have 5 incidents/tickets included and can make use of them during the calendar month of the contract. These incidents may be for the resolution of any problem related to the operation of the operating system, applications, settings or hardware of personal computers or servers, as well as settings of proprietary websites, e-mail or VoIP telecommunications. The maximum time dedicated to each of the incidents will not exceed 30 minutes. In case the reported problem requires more than 30 minutes to be solved, a second or more incidents out of the 5 contracted per month will be used to solve it. Incidents not consumed will not be added to those of the following month. The maximum resolution time for each incident within the advanced support plan is 24 hours for the Borrower. The 24 hours are considered as effective working time by the Borrower's engineering staff, without taking into account the possible time that the client may need to make a decision/action necessary to advance in the incident, or the time elapsed for the acquisition of material necessary for the resolution. The advanced support plan includes three (3) licences of AVAST Business Pro Antivirus, with a one-year validity that can be extended at a low cost, for personal computers or servers with total protection and firewalls, when contracting the annual support plan.
Professional plan
The professional support plan is aimed at SMEs, freelancers or corporations with the following type of infrastructure
- Personal computers and/or laptops
- Physical or virtual servers with Microsoft Windows, Linux/Unix or MacOS operating system
- E-mail servers and clients
- VoIP digital telecommunication servers, clients and IVRs
- Presentation websites, e-commerce, web applications
- Mobile terminals (Smartphone or not)
- ERP/CRM systems
- Data bases
The users who contract this plan have the right to 5 incidents/tickets and can make use of them during the whole calendar month of the contract. These incidents can be used to solve any problem related to the services belonging to the infrastructure mentioned above. Moreover, customers will have access to one (1) replacement computer/notebook in case any of their devices, being damaged, are being repaired by Edict Technologies S.L.. The maximum time dedicated to each of the incidents will not exceed 30 minutes. In case the reported problem requires more than 30 minutes to be solved, a second or more incidents out of the 5 contracted per month will be used to solve it. Incidents not consumed will not be added to those of the following month. The maximum resolution time for each incident within the advanced support plan is 24 hours for the Borrower. The 24 hours are considered as effective working time by the Borrower's engineering staff, without taking into account the possible time that the client may need to make a decision/action necessary to advance in the incident, or the time elapsed for the acquisition of material necessary for the resolution. The professional support plan includes five (5) licences of AVAST Business Pro Antivirus for personal computers or servers with full protection and firewalls, when contracting the annual support plan. All customers contracting the professional support plan will have access to a dedicated engineer who will deal directly with the customer at a technical level.