SLA & support agreements

1. Purpose of these SLA & support agreements

1.1 Clarity for business customers

The purpose of this page is to give business customers clarity about the standard working methods of Computer Repair Twente in support, malfunctions, maintenance and business IT support.

1.2 Standard arrangements

These agreements are the standard starting point for business support, unless other agreements are set out in a separate offer, agreement, SLA, maintenance contract or support package.

1.3 No automatic 24/7 SLA

This page does not automatically mean that Computer Repair Twente provides 24/7 support, guaranteed resolution times, guaranteed uptime or continuous monitoring. These apply only when agreed in writing.

2. Who is this page for?

These SLA & support arrangements are intended for:

• SME customers;
• self-employed professionals;
• small organisations;
• shops;
• offices;
• workshops;
• foundations and associations;
• business customers with occasional support;
• business customers with a maintenance or support agreement.

The normal service procedure, general terms and conditions and warranty and service agreements apply to private customers.

3. Support Channels

Computer Repair Twente provides business support across different channels. Which channel is most suitable depends on the nature and urgency of the demand.

3.1 WhatsApp

WhatsApp is suitable for short questions, quick updates, minor faults, photos or screenshots, brief coordination and status updates.

WhatsApp is not always suitable for extensive documentation, complex failures or formal order confirmations.

3.2 Email

E-mail is suitable for support requests, planning, quotes, agreement on work, documentation, error messages, change requests, invoice requests and non-urgent support.

For business support, e-mail is preferred when a question needs to be properly recorded.

3.3 Telephone

Telephone contact is suitable for urgent failures, short coordination, emergency questions, situations where a customer cannot continue working and escalating existing notifications.

We may not be able to answer immediately when busy, working on site or in an appointment. Please leave a voicemail or also send a WhatsApp message or email.

3.4 Remote support

Wherever possible, we solve problems remotely. Remote support can be used for workplace problems, software problems, user accounts, email settings, printer problems, basic troubleshooting, configuration, control of settings and support for error messages.

Remote support depends on Internet connection, access, rights, security settings and customer consent.

3.5 Support on location

If a problem cannot be solved remotely, support can be scheduled on location. This is based on availability, urgency, distance, package appointments and planning.

On-site support may incur call-out charges, starting fees, hourly rates or a minimum charge, unless otherwise agreed in writing.

4. Support Times

4.1 Standard office hours

Standard support is provided during office hours, unless otherwise agreed in writing.

In principle, office hours mean: working days from Monday to Friday, excluding holidays.

4.2 Outside office hours

Support outside office hours, on weekends or on public holidays is only possible based on availability and pre-arranged appointments.

Emergency outside office hours can be performed at different rates, provided that Computer Repair Twente is available and the work is technically feasible.

4.3 No permanent availability without contract

Without a written 24/7 agreement, Computer Repair Twente is not required to be available outside office hours, at weekends, on public holidays or immediately in an emergency.

5. Priorities

Support notifications shall be assessed on the basis of urgency, impact and availability of a temporary solution.

P1 – Critical

A P1 report concerns a critical fault that severely disrupts or completely stops business operations.

• multiple employees cannot work;
• essential systems are not accessible;
• the internet, network or server is completely down;
• a business-critical application is not working;
• direct impact security incident;
• no usable workaround available.

P2 – High

A P2 notification has a high impact, but the organization can work on a limited basis.

• multiple users are experiencing disruption;
• an important system is partially out of service;
• e-mail problems with multiple users;
• printer, scanner or network service is not working properly;
• workaround is limited or cumbersome.

P3 – Normal

A P3 notification concerns normal support in which one user or one workplace experiences discomfort, without major business impact.

• individual workspace is not working properly;
• software error on one user;
• account question;
• printer problem with one user;
• installation or configuration request;
• non-critical error message.

P4 – Low

A P4 notification concerns advice, improvement, modification or non-urgent request.

• improvement request;
• request for advice;
• create a new user;
• minor change;
• documentation request;
• maintenance planning;
• non-emergency optimization.

6. Target Times

All times below are target times, not guaranteed resolution times, unless otherwise agreed in writing.

The reaction time means: the time during which Computer Repair Twente tries to react or give a first substantive follow-up step. This is not the same as the time when the problem has been completely solved.

6.1 Resolution time depends on the situation

The final solution time depends on, among other things:

• nature of the malfunction;
• availability of customer information;
• access to systems;
• Internet connection;
• availability of components;
• supplier or third party;
• complexity of the problem;
• security settings;
• waiting time for external suppliers;
• need for an onsite visit.

6.2 P1 always report by phone

A P1 failure should preferably be reported by telephone or via WhatsApp. Only sending an e-mail is not always enough in case of critical failures, as email can be read later.

6.3 reclassification of priority

Computer Repair Twente may modify the priority of a notification when an assessment shows that the impact or urgency is different from that originally reported.

7. What is covered by standard support?

Depending on the package, contract or agreements made, standard support may include:

7.1 Workstations

• Windows workspaces;
• laptops and desktops;
• basic software;
• user problems;
• printer and scanner problems;
• peripheral equipment;
• basic troubleshooting.

7.2 Accounts and access

• user accounts;
• password problems;
• email settings;
• Microsoft 365 basic questions;
• access problems;
• MFA/2FA support;
• basic rights and settings.

7.3 Security basis

• basic security advice;
• antivirus check;
• updates and patching, if agreed;
• checking suspicious notifications;
• help with phishing or suspicious e-mails;
• Basic security settings.

7.4 Network and WiFi

• basic network troubleshooting;
• WiFi problems;
• router/switch/access point check;
• connection to printers or devices;
• simple network failures.

7.5 Backup and recovery support

Only when agreements have been made to this end can support cover:

• backup status check;
• advice on back-up;
• recovery aid;
• basic restore support;
• follow-up for backup notifications.

7.6 Remote support

Wherever possible, we try to solve problems at a distance first. This is often faster and avoids unnecessary driving costs.

8. What doesn't usually fall under standard support?

Unless otherwise agreed in writing, the following activities are usually not covered by standard support.

8.1 Project work

Project work is scheduled or quoted separately.

Examples:

• migrations;
• new server environment;
• Microsoft 365-migration;
• e-mail migration;
• major network change;
• establishment of a new location;
• full reinstallation or roll-out;
• cloud migration;
• security project;
• documentation project;
• automation or scripting.

8.2 New hardware or software

New hardware, software, licenses and subscriptions are not included unless otherwise agreed in writing. Advice on this can be included in support, depending on the package.

8.3 Activities of third parties

Activities or malfunctions at third parties are outside our direct control.

Examples:

• Internet provider;
• hosting provider;
• cloud supplier;
• software supplier;
• telecom provider;
• payment provider;
• supplier of company-specific software;
• manufacturer of hardware.

Computer Repair Twente can support in communication or troubleshooting towards third parties, but cannot guarantee their performance, waiting times or solutions.

8.4 Damage by customer or third parties

Damage due to improper use, customization, third-party work, malware, unsafe software, physical damage, moisture, power problems or improper equipment is not standard support or warranty.

8.5 Training and comprehensive guidance

Extensive user training, manuals, workshops or process guidance are not standard support unless agreed.

9. Customer responsibilities

Good support requires the cooperation of the customer.

The customer shall:

• correct and up-to-date contact details;
• clear definition of the problem;
• timely reporting of malfunctions;
• access to systems;
• correct passwords or management accounts;
• presence of a contact person;
• permission to perform remote support;
• available workplace or test option;
• information on recent changes;
• backups of important data, unless otherwise agreed in writing;
• compliance with security advice where reasonable.

In the absence of necessary information, access or cooperation, this may affect response times, resolution times and costs.

10. Backups, data and recovery

10.1 Own responsibility

Business customers remain responsible for business data, backups, licenses, accounts, passwords, access management and continuity, unless written agreements have been made.

10.2 Backup agreements

Backup control, backup management and restore support are only covered by support when explicitly agreed.

10.3 No warranty on data recovery

Data recovery and restoration are carried out on a best-effort basis. Success cannot be guaranteed, particularly with faulty storage media, missing backups, corrupted data or external cloud problems.

10.4 Backup testing

A backup is reliable only when it is checked or tested periodically. Without a written agreement, Computer Repair Twente is not responsible for actively checking or testing backups.

11. Security and incidents

11.1 Basic security

Computer Repair Twente can provide support with basic security, updates, antivirus, phishing questions and suspicious notifications, depending on the agreed arrangements.

11.2 Security incidents

In a security incident such as ransomware, malware, phishing, a data breach or an account takeover, the first priority is to assess how to limit damage and what recovery options are available.

11.3 No absolute security guarantee

Computer Repair Twente cannot guarantee that systems remain completely free from hacks, malware, data leaks, human errors or external attacks.

11.4 Customer Responsibility

The customer remains responsible for safe use, password policy, rights management, internal procedures, compliance with advice and awareness of employees, unless otherwise agreed in writing.

12. Monitoring and maintenance

12.1 Only if agreed

Monitoring, periodic maintenance, patch management, reporting and proactive control will only be carried out when this has been agreed in writing.

12.2 No monitoring without an agreement

Without a monitoring agreement, Computer Repair Twente does not monitor systems continuously and is not responsible for automatically detecting faults.

12.3 Maintenance Windows

A maintenance window can be agreed for scheduled maintenance. During maintenance systems may be temporarily less or not available.

13. On location support

13.1 When on location?

On-site support may be required when remote support is not possible, hardware needs to be physically controlled, network equipment needs to be examined, multiple workplaces involved, installation or replacement is necessary, or the situation needs to be assessed on the spot.

13.2 Conditions on location

The customer ensures secure access, sufficient workspace, power, internet, access to equipment and a contact person who can make decisions.

13.3 Costs

On-site support may incur call-out charges, hourly rates, starting fees, parking costs or material costs, unless otherwise agreed in writing.

14. Escalation

14.1 Internal escalation

When a malfunction appears more complex than expected, Computer Repair Twente may review the notification internally, perform additional research or suggest a different approach.

14.2 External escalation

If a problem is caused by a third party, escalation to the supplier concerned may be necessary.

Computer Repair Twente can support this, but is not responsible for response times, conditions, costs or solutions from external suppliers.

14.3 Specialist help

If specialist assistance is required, Computer Repair Twente can advise to enable an external specialist. Any costs will be discussed in advance where possible.

15. Changes and project work

15.1 Change requests

Changes to systems, rights, software, configurations or infrastructure may be treated as a change request.

15.2 Assess first

Computer Repair Twente first assesses the impact, risks, planning and costs of a change.

15.3 Separate approval

Larger changes will only be made after agreement on planning, cost and approach.

16. Rates and invoicing

16.1 As agreed

Support is billed according to the agreed package, hourly rate, prepaid service package, maintenance contract or quotation.

16.2 Outside scope

Activities outside scope can be billed separately.

16.3 Urgent work and out-of-hours service

Emergency work, evening work, weekend work or work outside support hours can be carried out at different rates.

16.4 Payment

Payment will be made in accordance with the invoice conditions or specific business arrangement.

17. No guarantee of permanent operation

IT systems depend on hardware, software, internet, cloud providers, user behaviour, updates, security risks and external services. Computer Repair Twente makes reasonable efforts to provide support carefully, but does not guarantee that systems will remain permanently error-free, secure, fast or available, unless expressly agreed otherwise in writing.

18. Liability and consequential damages

Computer Repair Twente is not liable for indirect damage, consequential damage, business interruption, loss of revenue, loss of profit, lost savings, loss of data, reputation damage or third party claims, unless otherwise agreed in writing and to the extent permitted by law.

Any liability is limited according to the general terms and conditions or specific agreement.

19. Force majeure

Computer Repair Twente is not liable for delays or deficiencies due to force majeure, including disruptions to suppliers, internet failures, cloud failures, illness, power failures, cyber attacks, government measures, transport problems or other circumstances beyond our reasonable influence.

20. Consistency with other documents

These SLA & support agreements should be read in conjunction with, among other things:

• general terms and conditions;
• privacy statement;
• disclaimer;
• warranty and service policy;
• complaint procedure;
• service procedure;
• quotation or agreement;
• maintenance contract or SLA;
• specific written arrangements.

In case of different written agreements, those specific agreements shall apply.

21. Amendments

Computer Repair Twente may change these SLA & support agreements when services, procedures, packages, tariffs, legislation or business change. The most up-to-date version is available via the website or is provided on request.

22. Contact

Do you have any questions about business support, SLA appointments, maintenance packages or customization? Then contact Computer Repair Twente.

• Computer Repair Twente
• Region: Twente (Enschede, Hengelo, Borne, Oldenzaal, Almelo, Gronau and surrounding areas)
• Email: contact@computerrepairtwente.nl
• Telephone / WhatsApp: 06-55734000
• Website: www.computerrepairtwente.nl