ServIT @ I-Way Solution Provider bvba

Introduction

• Purchasing Hardware and software or conducting internet services without maintenance in these days of spyware, viruses and hackers is unthinkable and it is wise to conclude a maintenance contract as insurance. We are specialized in supplying these services for the past 17 years and our technicians solve your hardware or software problems within the agreed time in order for you to keep on working seamlessly.
• In your case maintenance will be split into 3 parts: hardware maintenance, software maintenance and maintaining the Back office.
• All questions and problems can be reported by phone (03/226.99.45), by mail (helpdesk@iway.be) or directly through our helpdesk software (http://helpdesk.iway.be/cgi-bin/pdesk.cgi) in order to register problems into the heart of our operation desk. Through this way, customers can perfectly follow all open tickets.

Rules of maintenance contract

• In term of response time; we mean the time we need to act on the reported problem. It can    be performed remotely, by phone or email, or if necessary onsite. Response time can be chosen out of within less than 4 hours, 8 hours or 12 hours.
• Working hours are: Monday – Thursday 9:00 to 6:00 pm – Friday 9:00 to 4:00 pm.
• The amount of computers and servers will determine the price of your contract, depending on the reaction time. Printers are fully covered and servers are always handled with a response time of 4 hours.
• Whether printers are under warranty or not, if they are faulty – they are replaced by a new printer of equivalent quality. The new printer is configured and connected to the network without deduction of intervention hours. This intervention is done within the agreed intervention time. Optionally, cartridges or toners purchased from our toner shop and which are sealed in original packaging with a valid expiration date, can be reimbursed or exchanged.
• All interventions performed within 15 minutes from time of arrival, are not deducted. All interventions longer than 15 minutes will be deducted in blocks of 30 minutes.
• An Excel sheet provides an overview of performance at the end of the maintenance term. If you do not have exhausted all intervention hours, you’ll enjoy the following year a discount of 10%, with a maximum of 40% after 4 consecutive years. If all intervention hours have been exhausted, the additional hours are charged at a rate of 30.99 euros ex Vat per hour, charged in blocks of 30 minutes. A separate invoice will be issued at the end of the term.
• For the maintenance of all components purchased at I-Way and which are still covered under warranty, no intervention hours will be deducted. We accept no guarantees from third party suppliers, except for printers. During the maintenance contract, purchases @ I-Way of PCs and other component with a value of 900 euro ex VAT or more – there will be no configuration, installation or maintenance charges. Purchases through other suppliers shall be configured, installed and maintained by the regular use of intervention hours.
• Vouchers are viewed as express jokers. The use of one of this vouchers, results in a direct intervention within the hour. This voucher is only usable within the same year and is not transferable to subsequent years. If you have not used your voucher, it will be deducted as one hour on the end of the maintenance term – calculating the remaining hours or overcharge.

• Intervention speed
  • Whether you choose the formula in within 4, 8 or 12 hours, our staff is ready to solve problems. Your company knows immediately what your cost per month or per year is. Furthermore, you can enjoy discounts up to -40%, renewal of your maintenance contract.
• Turbo Service
  • Our system works with “emergency” vouchers, and is included in any maintenance contract. This provides you the fastest way possible in term of response time. In case you use such a voucher, we commit ourselves to respond within 1 hour. This service is mainly considered in time of crisis.
  • Quick Support
  • You probably know them, those little problems that stop you from working. With quick support you take a big step forward with just a few clicks! Our technical department will guide you by phone – in order to take over your computer remotely, so you can start working again quickly and efficiently.
• Omnium Printer service
  • Nothing is more annoying than a printer that refuses to work when you need it the most. If you have a defect on the printer – and we cannot fix it in due time, your printer is replaced with the same model or an equivalent or better product. We give what printer vendors can’t – the fastest way to solve printing problems without on and outgoing Ping-Pong situations.
• VIP treatment – full omnium
  • When service makes a difference, ServIT adds another dimension to it! Our optional VIP treatment is unique in its kind. As a customer, you can be certain when a computer malfunction occurs; you will receive a brand new one, even when out of warranty!