Contract details

Support contracts

The Remote monitoring and Antivirus is a 24/7 continuous system. Once installed on your machines it will operate as long as the machine is turned on. You must maintain a regular internet connection to keep the software and Antivirus databases up to date. This is essential if you wish to receive Windows, MAC or 3rd party updates managed by the RMM tool.

Contracts are billed on the 1st working day of each month, payable in advance and run continuously for 12 months. You may cancel your contract after 6 months for a fixed fee of £60 per device and a minimum of 30 days notice given. If cancelled before 6 months, it is agreed you will pay the balance of 6 months support contract plus £60 per device as a cancellation fee.

Should the RMM agent pick up a problem with your machine the helpdesk will notify you as soon as possible depending on their workload should it affect the normal running of your machine. However they may not notify you if a fix can be performed in the background with no interruption to your use of the machine.  Having a support contract gives you a software fix for your problem. You may require hardware to fix the problem and if this is the case you will be notified of the cost. It is your decision if you want to go through with the cost of the fix. There is no obligation to either party.

The unlimited hours of IT support cover the device only, it does not fix printer faults, network faults or other issues such as websites. If you wish to have your environment covered including, printers, network devices, NAS drives (but not including CCTV or smart home devices), this can be done for a monthly fee of £25 per site.

Fixes taking longer than 2 hours are considered projects which will be billed at £75 per hour. You will be notified about this before the fix takes place and you will have the choice if you want to pay for the fix or not.

The RMM agent allows us to remote into your machine to help when needed. This will never be actioned unless prior authorisation has been approved by you or your business.

What’s included in your support contract.

  • RMM agent - This is the Remote Monitoring and Management tool. This is a very powerful tool that enables us to monitor your systems automatically to check for problems within your system.
  • Antivirus - This is provisioned by Webroot through our RMM tool.
  • Managed Patch Updates - These come as part and parcel of our RMM tool so you'll never have to worry about Windows or MAC updates again.
  • You'll get a priority over our Pay As You Go customers
  • You'll get an unlimited number of hours of support each month during working hours. These hours can be used on the device under contract and does not fix environment issues such as printer faults, networking issues or website problems.

Further information on contracts

The agreement would be between you/business name and Jeccl Limited.

For multi users businesses we will require a person of contact that must be a decision maker with the appropriate permissions.

Jeccl Ltd will provide the services offered for 12 months from the agreed date.

Site attendance by an engineer may be required to install the RMM software onto your machines. This takes approximately 10-20 mins per machine depending on internet and hardware speeds and is included in your contract, adding devices to your contract is possible but will require a site visit plus the appropriate call out fee.

Our support contracts are remote support only. This means by phone, email or remote access. A call out fee is payable for site visits, this is £20 for postcodes in Essex, and further afield will be on a case by case basis.

The Remote monitoring and Antivirus is a 24/7 continuous system. Once installed on your machines it will operate as long as the machine is turned on. You must maintain a regular internet connection to keep the software and antivirus databases up to date. This is essential if you wish to receive Windows, MAC or 3rd party updates managed by the RMM tool, or require remote assistance.

Contracts are billed on the 1st working day of each month, payable in advance and run continuously for 12 months. You may cancel your contract after 6 months for a fixed fee  depending on your level of contract, per device and with a minimum of 30 days notice given in writing. If cancelled before 6 months it is agreed you will pay the balance of 6 months support contract in addition to the fixed fee per device.

Should the RMM agent pick up a problem with your machine the helpdesk will notify you as soon as possible depending on their workload.

The fix for any problem found may have a cost, and if this is the case you will be notified of the cost before the fix is undertaken. It is your decision if you want to go ahead with the fix. There is no obligation to either party.

In simple terms the support contract covers general IT support and software. We are not product specialists on 3rd party software however we are happy to help where we can and speak to the software providers about any issues you are having.

The RMM agent may require a local user account to be created on each device it is installed on. The agent also grants Jeccl Ltd remote access to your machines. This will never be actioned unless prior authorisation has been approved by you or your business.

Support contracts are looked after during business hours, Monday - Friday 9am - 5pm excluding Bank holidays. Each ticket that is raised with Jeccl will be assigned a priority from 1 - 3.

A level 1 priority has a 72-hour response time, level 2 has a 24-hour response time and a level 3 has a 4-hour response time. The priority level will be decided by the engineer that accepts the ticket. Once accepted the response timer starts counting. A response does not guarantee a fix, it means that we will begin working on the issue.

An example of a level 1 priority could be an individual having issues opening a PDF document. A level 3 priority is when an entire office is unable to log in.

Servers can be put onto a support contract for a cost of £120 per month

Should you want additional services from Jeccl such as backups, websites, hosting, emails etc at the same time as taking out a support contract they can be rolled into a singular contract. Should they be added at a separate time they may be billed separately from your support contract.

Jeccl Ltd holds onto the right to be able to cancel a support contract with 30 days notice in writing. The reason behind a cancelled contract will be given at their discretion. If your contract is cancelled by Jeccl Ltd, you will have nothing further to pay.

Support contracts do not cover web hosting, email accounts, backups or any other online services. Should you take out any of these services while on a support contract the online services will be covered by the support contract. Everything else is billable at £75 per hour.

With a passion to be as environmentally friendly as possible Jeccl Ltd will not issue paper contracts, invoices or other paper newsletters. Upon agreeing the details of your support contract Jeccl Ltd will send you an electronic contract to sign, this needs to be returned before any support begins.

If hardware is needed for a fix you will be quoted on the cost before the repair goes ahead. You will have the choice if you wish to go through the with repair. Your contracted hours can be used for the installation of the hardware. Likewise with upgrades, the time for the upgrade is included in the contract but the part costs are not.

If on a support contract and you buy and add a new machine to that contract the initial device set-up time will come included as part of the support contract, this doesn’t include delivery or installation on site which can be arranged for a call out fee or postage fee for self-install.

E&OE