Fixed Price Computing
Onboarding of devices is out of scope.
Onboarding means all work required to include a device in your contract, such as:
- installing required agents and applications
- asset tracking and evidencing (i.e. placing and scanning stickers)
- updating network diagrams to include the new item
- assigning/recording asset IDs.
Onboarding is out of scope for both:
- New devices you acquire and request be added to your contract
- Existing devices you request to add to an ongoing contract
Decommissioning and Archiving of user data
Decommissioning devices is out of scope.
You must give reasonable notice if there are any specific media destruction requirements, or additional data requirements.
Where Tech Project is engaged to procure Equipment for you on your behalf, you will be charged a procurement fee which is either $50 or 10% of the transaction cost (whichever is greater).
Moving users between different premises (buildings) is out of scope.
Moving users within premises (for example moving desks, or as part of staff turnover) is in scope for fixed price computing where this is part of ordinary, reasonable business.
Here, reasonable is defined as at most 3% of staff (under contract) in any calendar month.
Setting up and configuring email (on a single mobile device per person) is included in fixed price computing.
All other Services to maintain mobile services (including plans and mobile devices) is out of scope for fixed price computing.
Specifically, the following are out of scope:
- Procuring mobile devices
- Assigning mobile devices
- Asset tracking of mobile devices
- Life cycle management of mobile devices
- Account management for mobile devices and plans
Any support required to maintain traditional fixed-line telephone (POTS) services or devices is out of scope for fixed price computing.
Note that Tech Project may supply Voice over Internet Protocol (VoIP) devices and services. While the supplied VOIP service is supported as part of fixed price computing, connected desk phones are out of scope.
Fixed price computing includes support for software on the Approved Software List only.
Other software is supported at Tech Project’s sole discretion, provided there is a current support agreement between you and the software vendor.
Software releases earlier than the latest version are supported at Tech Project’s sole discretion.
Software releases no longer supported by the software vendor are out of scope for fixed price computing.
You will take reasonable steps to resolve any issue before calling the Tech Project helpdesk (for example, check devices are switched on, and plugged in).
Please refer to the Service Brief for times of day the helpdesk can be contacted, and the agreed response times which apply, based on the customer’s service level.
The following are in scope for helpdesk support:
- Email Client (Outlook /Windows Mail/ Mac Mail).
- Microsoft Office Suite.
- Office 365 or Microsoft Exchange
- Other software applications on the Approved Software List
- Workstation/Laptop Support.
- Workstation/Laptop O/S Support (Microsoft & MAC)
- Printing / Network connectivity Support
- Wi-Fi Customer setup
- Software/application-related incidents on Microsoft or Mac system
- Printer-related problems such as mapping, drivers and connectivity
- Incidents related to network connectivity
- Server based Password resets (Documentation, access, and approval process)
- Spyware, malware or virus removal from PCs (Single PC’s only as reported by a user)
- Multiple escalation paths dependent on impact and severity.
- Changes to multiple machines that can be accomplished in a single task. E.g. updates to global profiles.
Other reasonable service requests may be deemed in scope at Tech Project’s sole discretion, but should be assumed to be out of scope unless separately negotiated.
Tech Project may, at our sole discretion, give notice that a persistently failing device is out of scope (for example where repeated call-outs have failed to fix a recurring issue).
Warranty and Lifecycle
You are responsible for replacing devices on a reasonable lifecycle.
Here, reasonable is defined as when (or before) a device is three years old.
Tech Project expects equipment to be under vendor (or OEM) warranty. Support for out-of-warranty devices is out of scope.