As with all maintenance or support contracts there are detailed terms & conditions, but the key points include the following…

All company computers/users need to be covered by matching Support Contracts or listed supplement users (including any employed contractors that benefit from company supplied equipment or services). Support Contracts are for a minimum of 12-months followed by a 3-month rolling cancellation period. Any 3rd party licenses or leased hardware (e.g. 365, hosting) included within a service agreement are subject to a 12 month automatic renewal on their respective anniversary (for example, if after 15 months you were to cancel your Managed IT Service agreement, you would be required to continue payments to cover the respective 365 licenses until the end of the renewed 12 months period, at a rate equal to our retail prices as advertised at that time) with any leased hardware subject to their respective terms and conditions. An initial payment (deposit) equal to 3 months total charges, plus the first month’s service charge, will typically be billed/collected by Direct Debit at the start of the contract (and for each additional user/device throughout the term of the agreement), with each following months service charge billed/collected by Direct Debit in advance of the respective month; the deposit is non-refundable. Unlimited Support is limited to IT Support issues and not commissioned work including but not limited to Upgrades, Installations, Website build/modifications. Commissioned work will be billed at standard Ad-Hoc rates. Onsite Support will be authorised at the discretion of The IT Heroes, and only in the instance the Support issue cannot be rectified remotely and limited to standard Business Hours (Monday to Friday, 9am-5pm). Computers running a Microsoft Server Operating system (Servers) must be counted as devices but dot include a user license/account, and incur a supplement £10 per server (physical or VM). Devices located (or requiring any onsite support) either inside, South of or East of the North Circular (A406), or further than 30 miles from our workshop (LU7 4GP) incur a supplement £10 charge per device per month when onsite support is included in the Managed IT plan (minimum 10x users / £100), or billed £50 per onsite visit (London) or £1.50/mile (beyond 30 miles) in lieu of the supplement monthly charge. Managed Service Days are on request, requiring 10 business days notice – a maximum of 1 Managed Service Day (per month) is accrued per 10 registered devices, and can be used for general Commissioned IT Work such as New PC or Peripheral Device Installations and General Consultancy Services (excl. Website design/modification, programming and/or design projects) but do not carry over monthly if not used. The Essentials Server Backup solution (included in the Full Suite) includes a shared 100gb or stored data per included device. In the event that less than 10 users are included in the Full Suite contract, a supplement charge of £7.50 per device for the shortfall of devices will apply if taking advantage of the inclusive Essentials Server Backup solution (£5.00 per user if the ‘Server’ is not running a Windows Server Operating System); further Data/Service supplements may apply, please see our Backup Solutions page for more information. A supplement of between £5.00 and £35.00 per user will apply for each user not covered under a Device Contract (e.g., when using a shared device and/or hot desk), subject to the level of service.  The option of including a Supplied Workstation at a fixed rate (from £20 per device) includes a workstation (as deemed appropriate by the IT Heroes, typically a mATX Desktop PC with an Intel i3 CPU, 8GB Ram, 240GB SSD and Windows Professional Operating System), a 24″ HDMI Monitor and Wireless Keyboard & Mouse. The rental period is for a minimum of 4 years, with a replacement computer, monitor and keyboard/mouse being provided after 4 years. The workstation (and peripheral equipment) includes a full hardware warranty (on-site during the term of a Service Agreement that includes on-site support and a B2B outside of any agreement). The Workstation agreement includes a 20% discount whilst a Service Agreement is in place, reverting to £25/workstation in the event the Service Agreement is cancelled. Our Carbon Offsetting Scheme is based on estimated CO2 calculations, using industry standard examples of hardware and usage and not specifically calculated on an end users device or daily usage; calculations are based on an estimated annual CO2 footprint of 350kg per user (including a workstation, monitor, keyboard, mouse and portion of peripheral devices) and offset monthly throughout the term of the agreement. For more information see our Carbon Footprint page. Our Managed Service Agreements will be evaluated annually, with included features and licenses subject to change without notice. The monthly rate for each Managed IT Suite or Product (or associated license or service) is subject to an annual price increase of no more than 10% within each 12 month period (January through December, not on the anniversary of the service being commissioned or the previous price increase), and may be applied without notice. The above terms and conditions are subject to change without notice. All prices exclude VAT at standard rates.