General Procedures Regarding Installation and Other Services

The provision of services, including the installation of infrastructure, server hardware, PC hardware and peripherals, are always subject to the individual terms and conditions of the specific contract agreed during the sales process.

Once we have received an instruction to start work then it is normal practice for our engineering team (the people responsible for delivering the Scope of Works) to contact the customer, re-confirm contract terms and indicate initial timescales.

Once work commences it is our policy to keep the customer informed, at all times, of site visits, project timings, and other information. This is particularly relevant where additional work over and above the original contract is requested, (we would require the customer's authorisation before additional work is agreed.) It is important to note that sometimes the requirement for additional work impacts on the original project timings, additional time on-site or off-site may be required and schedules may need to be revised.

Once the Scope of Works has been finished we would normally complete a formal sign off, at which point it is agreed by both parties that the contract has been satisfactorily concluded.

Technical Enquiries

If, before, during or after the Scope of Works there are issues or matters that you feel require clarification then it is normal practice to contact the Engineering team.

When contacting the engineering team, if they are unavailable then we would ask you to allow us to record the query in our 'Encounters' system, providing as much detail as possible to the person answering the phone. Please remember it is their role to ensure the issue is recorded as accurately as possible. It is unlikely they will be able to answer your query directly, or be able to guarantee a call back timescale.

Our engineering staff are committed to continually reviewing their encounters and plan the appropriate call backs and actions.

Calls are treated seriously, and we act as promptly and timely as possible.

Maintenance

Where we have agreed to provide maintenance cover on server or PC hardware, then you should have received a formal description of our procedure for requesting a maintenance visit, which should be done using our on-line Engineer Call Out form.

To ensure you receive the service you expect it is essential that the procedure is used correctly. This ensures there is no misunderstanding and that your request has been formally recorded.

Escalation

Whilst we expect that all calls or maintenance requests are dealt with adequately we understand there may be occasions when we have not communicated as effectively as we would hope.

On the rare occasions where you feel you have not had an adequate level of communication or service, then please contact your Account Manager or salesperson, who will look into the issue and provide a suitable resolution.

If this route does not provide a suitable explanation, then please email your comments to Mr Gerard Toplass, Managing Director, at gerard.toplass@coreuk.co.uk, or by fax on 01482 587703.