Monthly Support Terms and Conditions

 

Monthly Support Terms and Conditions

Service Provider has agreed to commit to an agreed service plan every month on task that will be determined by Client. The job will be carried out at the Service Provider’s office, but sometimes the job may be done at other locations, if needed. Jobs are normally attended to during weekdays (Mon-Fri) from 9am to 5pm.

When paying for these services, it will be made directly to the Service Provider at the price determined below every month and the payment should be made via a monthly subscription from the Start Date. The pricing is as follows and is subject to review at 6 month intervals :

Pricing for new clients from 12th January 2017 :

Ad-Hoc Service. Monthly charge of £125+VAT per month. Support will be charged at a Standard Rate of £80+VAT per ticket raised.

Professional Service. Monthly charge of £350+VAT per month. All existing services are supported. New projects will be quoted separately.

Enterprise Service. Monthly charge of £750+VAT per month.  All existing services are supported. New projects will be quoted separately.

Additional Project work is going to be made available by Service Provider at the price of £80+VAT per hour and is going to be billed separately (Enterprise clients are given a 20% discount). Other expenses apart from normal overhead are not added in this agreement and payment for them will be done separately. Some of these overhead expenses includes:  travel more than 100 miles from Service Provider facilities in Norwich UK.

Consulting Services’ Description:

On a monthly basis, Clients will have access to the following :

  • Support Portal with defined response time during Business Hours
    • Ad-Hoc is 48 hour response with a 1 week fix or next update
    • Professional is a 24 hour response and a 3 day fix or next update
    • Enterprise is a 4 hour response and a 2 day fix or next update
  • Fully inclusive support with no additional charges for existing Zoho Services for Professional and Enterprise clients
  • Ad-Hoc Clients have access to support at a rate of £80.00+VAT per ticket raised. This is tracked in the support portal.
  • Advice and recommendations for Zoho Products
  • Online Meeting Booking (limits apply – see below)
  • Monthly Client Newsletter with advice, hints and the latest innovation from Zoho
  • Training Webinars

Professional and Enterprise Clients will have access to the following additional services :

  • Access to Knowledge Base and Client Community
  • Data Cleanse and Imports
  • Module Customisations
  • Support and integration with other Zoho Products

Enterprise Clients will have access to the following additional services :

  • Workflow Design and Implementation
  • Custom Module Design
  • Custom Functions
  • 20% Discount on New Projects
  • Quarterly Onsite Review
  • Integration with third party Cloud Services

Ad-Hoc and Professional Clients will be charged £80+VAT per ticket raised for any services not included within the package.

New Projects

New projects outside the scope of the above services will be quoted and invoiced separately. A new project is defined as a service that isn’t existing within Zoho CRM or a new Zoho service or third party service that requires integration. Notice will be given at the start of the ticket as to whether it constitutes a new ticket.

Every material that is furnished by Client is going to remain the Client’s property and will be sent back to clients when requested or not later than 10 days of when this agreement will be terminated.

The outcome of any and all job carried out by Service Provider for Client, such as CRM Design is going to  remain the Client’s property. Client can make use of this material anyhow they like.

This agreement can be terminated on 30 days’ with a written notice either by Service Provider or Client. If termination is needed, Service Provider shall try to finish all work in progress.

Updates 31st January 2017

Outsourcing

Target Cloud Consulting Ltd. may occasionally outsource work to a third party subcontractor. They will be security vetted and will have signed a mutual NDA to ensure data privacy and security. The third party sub-contractor may be based outside of the EU. No client passwords will be shared with subcontractors and access can be revoked at any time. Access to client systems is granted using LastPass.

Data Protection Act

Target Cloud Consulting Ltd. are registered with the Information Commissioners Office for the Data Protection Act. Registration reference ZA226470 and expires on 9th January 2018. Key elements include :

Description of processing – The following is a broad description of the way this organisation/data controller processes personal information. To understand how your own personal information is processed you may need to refer to any personal communications you have received, check any privacy notices the organisation has provided or contact the organisation to ask about your personal circumstances.

Reasons/purposes for processing information – We process personal information to enable us to provide consultancy and advisory services, to promote our services, to maintain our own accounts and records and to support and manage our employees.

Type/classes of information processed – We process information relating to the above reasons/purposes. This information
may include: personal details, family, lifestyle and social circumstances, business activities of the person whose personal information we are processing, goods and services provided, financial details, education details, employment details

We also process sensitive classes of information that may include: physical or mental health details, offences and alleged offences, racial or ethnic origin, religious or other beliefs of a similar nature

Who the information is processed about – We process personal information about our customers, clients and employees, complainants and enquirers, suppliers, advisers and other professional experts.

Who the information may be shared with – We sometimes need to share the personal information we process with the individual themself and also with other organisations. Where this is necessary we are required to comply with all aspects of the Data Protection Act (DPA). What follows is a description of the types of organisations we may need to share some of the personal information we process with for one or more reasons.

Where necessary or required we share information with: business associates and other professional advisers, family, associates and representatives of the person whose personal data we are processing
financial organisations, current, past or prospective employers, educators and examining bodies, suppliers and services providers, traders in personal data

Undertaking research – Personal information is also processed in order to undertake research. For this reason the information processed may include name, contact details, family details, lifestyle and social circumstances, financial details, good and services. The sensitive types of information may include physical or mental health details, racial or ethnic origin and religious or other beliefs. This information is about survey respondents.

Where necessary or required this information may be shared with customers and clients, agents, service providers, survey and research organisations.

Consulting and advisory services – Information is processed for consultancy and advisory services that are offered. For this reason the information processed may include name, contact details, family details, financial details, and the goods and services provided. This information may be about customers and clients. Where necessary this information is shared with the data subject themselves, business associates and other professional advisers, current, past or prospective employers and service providers.

Updates 6th February 2017

Online Meeting Booking Limits

Clients can book Target Cloud online meetings, but they are on a limited basis. Monthly Clients are limited to the following online meeting bookings per week – this refers to the following session “Zoho CRM Support, Training and Customisation – 30 mins” : Ad-Hoc – Max 1 per week. Professional : Max 2 per week. Enterprise Max 3 per week. Additional sessions booked will be invoiced at £80+VAT. There is no rollover of sessions included.

 

Share This