Services & Support

Hardware Support & Systems Integration

Hardware support and system integration is only available to Melbourne and Sydney Metropolitan areas only.

The Future Business Systems hardware maintenance contract differs to all other hardware support programs as it acts as a type of insurance policy.

Hardware Maintenance Contract

You pay an annual fee for this coverage.

This fee is calculated as a percentage of the total hardware cost.

There is no call out fee, no time charge, no charge for spare or replacement parts.

The annual fee is all you ever pay.

Support hours are 9:00am to 5:30pm weekdays, Melbourne time (excluding public holidays).

The contract covers:

Hardware as specified in the hardware maintenance contract, on your principal business premises.

Repair of hardware, which breaks down on-site, will include all parts, labour and travel time within the Melbourne metropolitan area.

Restoration and re-configuration of hardware such as modems, routers, terminals and PCs which have lost their settings due to loss of power, e.g: flat batteries.

Re-loading of operating system and FBS supplied software in the case of PC hard disk replacement.

Diagnosis of problems either via telephone or on site.

4 hour response time. Future Business Systems will respond within 4 business hours.
 
Please note:

This agreement does not cover laptop computers, or hardware on premises other than those nominated on the hardware list.

This agreement does not cover the client in any way for data loss or recovery costs in the case of hardware failure.

This agreement does not apply outside the standard working hours of 9:00am - 5:30pm weekdays (excluding public holidays).

This agreement does not include anything normally covered by general insurance and does not replace general insurance, i.e. natural disasters; fire, floods or theft.

This agreement does not include reloading or configuration of non FBS supplied third party software loaded onto the server or PCs.

Pay by the hour - Hardware Support / Systems Integration

For hardware support where a member of the FBS Systems Integration department is required on-site.

(Melbourne, Sydney, Brisbane, Perth, Adelaide & Gold Coast metropolitan areas only)

You pay a flat rate call out fee plus an hourly fee for support.

Normal hours are 9:00am to 5:30pm weekdays, local time (excluding public holidays).

Immediate support is available at a higher rate. We come to you as soon as possible.

After hours support is available by prior arrangement only and is subject to a higher rate.

(Outside metropolitan areas)

A time based travel charge will apply, replacing the flat call out fee.

Support and fees are otherwise identical.

Service Level Agreement (SLA)

Future Business Systems can manage all of your Network / PC / Email / Virus / Server Management and 3rd Party software requirements and assess the effectiveness of each service area. Regular reporting is provided and the SLA also ensures response times are based on impact to your business.

(Melbourne & Sydney metropolitan areas only)

Network / PC / Email / Virus / Server Management / 3rd Party Software.

Defines the range and responsibilities of Systems Integration support provided.

Assessment of effectiveness of each service area / Regular reporting.

Response times based on impact to the business.

Customer commits to a pre-defined number of SLA contract hours per month.

Excess hours are charged at discounted SLA rates.

 
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