Terms and Conditions
Standard Hours of Support
– Standard support service times are: Mon to Fri: 9:30 am – 12:30pm and 2:30pm – 5:30pm. (excluding public holidays).
– All out of hours support through XTRA-HUB has to be agreed contractually prior to a call out being raised.
Out of Hours Support is only provided for the hardware and or software identified by The Customer which is supported under this Agreement. XTRA-HUB will not accept responsibility for any fault found outside of the agreed customer hardware and or software. If Out of Hours Support is requested and an out of hours support contract is not in place then
the standard hours rates shall apply – HKD 450.00 per hour Monday to Friday, HKD 700.00 per hour non-office hours
, HKD 1000.00 per hour on Bank Holidays
All Standard Hours of Support ,at least one hour will be counted for each job.
If the task is performed over 1 hour and continued for more than 10 minutes in second hour, one more hour will be counted and so on.
Service Support and Delivery Location Coverage
– Locations Coverage : Hong Kong Island, Kowloon and New Territories district only.
– Mid Level, Deep Water Bay, Repulse Bay, Stanley, Red Hill Peninsula, Big Wave Bay , Container Terminal, Discovery Bay, Tung Chung and HK Airport area, charges will be determined in case by case
Confidentiality
– All information shared between The Customer and XTRA-HUB will be kept confidential at all times and
XTRA-HUB will not disclose any information, or any part thereof.
Equipment and licensing obligations
The Customer will be ultimately responsible for the appropriate and up to date licensing of software and hardware warranties used in conjunction with their business. This is not our responsibility,
however from time to time we may advise you of any software and hardware warranties which are due to expire
Early Termination
Should The Customer wish to end this Agreement before the end contract period then The Customer must pay the Service
Charges which would have been invoiced on a monthly basis until the end of the Contract Period.
Environmental
Where required, the customer shall provide XTRA-HUB with a secure environment for the location of any equipment necessary to install IT server hardware including an adequate power supply feed and/or grounding earth, as agreed.
The environment shall be clean and dry at all times and not suffer from extremes of temperature or power disruption. It shall also be the responsibility of the customer t0 ensure that all relevant equipment is accessible as and
when required for maintenance or provision purposes.
Customer Planned Works
The Customer should note that XTRA-HUB cannot be held responsible for loss degradation of service resulting from works undertaken directly by, or via a third party contracted by the customer. The customer shall provide XTRA-HUB with reasonable notice of all planned work activity that may affect the working of the Customers
IT hardware and software or associated equipment used to provide the service which could result in service
Customer responsibilities
The Customer should note that use of any supported hardware and software should be used as per
the manufacturers or providers guide books. It is The Customer’s responsibility to make sure their employees understand how to use the supported hardware and software. XTRA-HUB takes no responsibility and shall not be held responsible for the training of The Customers employees to use The Customers hardware and software supported through this Agreement
Change of support/service
The terms of, and any future changes to, this Agreement will be administered and managed by XTRA-HUB. In certain cases, XTRA-HUB may procure products and/or services from third parties to provide service or solution support, XTRA-HUB will use all reasonable endeavours to procure the response and / or restoration levels required to support this . Any changes that will impact the offering within will be reviewed with
the customer and will be agreed in writing where applicable and reviewed under change control
Items not covered
XTRA-HUB accepts no responsibility neither in contract nor for the management and administration of any services connected to the cellular network; handheld devices; leased line connections or Internet connections; servers (gateways) and associated software; firewalls or router hardware The Customer uses unless they form part of another service agreement from XTRA-HUB.
In addition to the above statements, the following are not provided for within the scope of service offered under the terms of the contract.
Validity
This quotation will be valid 14 days from the date of this quotation and price / specification
Payment
After receipt of the P.O. or confirmation or acceptance of this quotation from you, if you cancel this order or any item hereof, you shall be subject to pay us a compensation amount to 40% of the order price of this quotation or 40% of the total
price as per cancelled item.
General
Service report will be given to client and will be confirmed by client for each task. Copies will be made for both parties for reference. Service above is for labour charge only. All hardware is excluded in the agreement and
shall be provided at customer expenses subject to the market price.
Delivery : Hong Kong delivery within 2 weeks upon order confirmation or subject to manufacturer’s delivery. Warranty : Reserves the right to charge the Customer overdue interest at the rate of 2% per month