Annual Service Agreements

Useful to both the home user and the business user an Annual Service Agreement can take the procrastination out of asking for help. How often do you get bogged down in an issue and try to work around it, spending hours on it because you know that if you ask for help, it's going to cost you a whack of money.

By purchasing an Annual Service Agreement from Kerewin Ltd, you remove that headache. If you've already paid for a service, why not use it? Simply put, you sign up to either the Bronze, Silver, Gold or Platinum service, add any extras you want and we agree an annual price. We divide that price by 12 and you pay the amount by Standing Order direct into the Kerewin Ltd coffers. When you need help, you call Judi and arrange a visit (if she is unable to help you over the telephone) at a time mutually convenient to you both. Judi arrives and solves the problem. If you've used any time, at the end of the month, you receive a statement detailing how much time was used. As there is no initial call-out hour, if the problem is solved in half an hour, your balance is reduced by only half an hour. If you start to fall short of time left and you want to top-up, a price is negotiated for the remainder of the period and you change the Standing Order to reflect that.

What do I get?

Well, that depends on what ASA you sign up for. Below, you'll see a table of the different ASAs and the optional extras that outlines exactly what you get.

Table of features and costs
Type of ASA	Features	Annual Charge	Monthly Charge
Bronze	Free telephone support Up to 4 hours face-to-face support No minimum call out	£216.00 per annum	£18.00 per month
Silver	As above plus: 3 hours additional face-to-face support Remote support 1 PC Health Check	£345.60 per annum	£28.80 per month
Gold	As above plus: 2 more hours additional face-to-face support Hardware sold at cost	£432.00 per annum plus VAT	£36.00 per month
Platinum	As above plus: 5 more hours additional face-to-face support Hardware sold at cost Priority booking of appointments	£648.00 per annum plus VAT	£54.00 per month
Remote Support*+	Allows me to log onto your machine and make remote repairs	included in ASA's from Silver level and above if requested.
Extra Hours*	Additional hours to be added to whichever ASA you've chosen.	£43.20 per hour plus VAT
PC Health Checks	Additional PC Health check	£50.00 per computer plus VAT

* Can only be purchased as part of an ASA.
+ Systems supported: Windows XP/Vista/Windows7 (98SE/ME/NT/2000 in limited amounts now).

How it works

You sign up for your chosen ASA and any optional extras. A total figure and monthly breakdown is agreed. You set up a Standing Order with your bank to pay the monthly amount direct into the Kerewin coffers.

Then something goes wrong with your computer. You call up Judi and discuss the problem. It is either solved over the phone or requires a visit. You agree a time suitable to you both and Judi arrives for the appointment. She solves the problem and takes 22 minutes to do this. She deducts 30 minutes from your ASA (time from an ASA is deducted in 15 minute increments). At the end of the month, you receive a statement detailing how much time you have left on your ASA. If you do not use any time in a given month, you do not receive a statement.

Alternatively, you opt for the call to be solved remotely. Judi logs onto your computer and solves the problem in 22 minutes. She deducts exactly 22 minutes from your ASA. At the end of the month, you receive a statement detailing how much time you have lefft on your ASA.

If you purchase an ASA with a PC Health Check, as the end of the period draws near, Judi phones to make an appointment to run the PC Health Check. She'll run a few utilities to make sure everything is working and doing what it should be doing and provide advice on whether or not an upgrade is in order. This is also a perfect opportunity to discuss how the ASA worked for you and determine if you want to renew and at what level.

If you are getting to the end of the period and you haven't used up your time, like any service of this kind, the leftover amount is not refundable. However, because you control how the time is used, there is nothing to stop you from requesting an extra teaching session or extra help with something.

If you find yourself halfway through the period and you feel that you might go over the allocated hours, you can negotiate to add more hours onto your Agreement for the remaining period. Please note that adding more hours is a one-way process.

Guarantees

As with all of Judi's work, there is a 30-day guarantee on it. If the same problem arises within the 30-say period, she will come back and resolve it free of charge. There are exceptions to this: if someone in the organisation or household has installed lots of programs onto the computer, Judi cannot be held responsible. If the equipment is dropped, damaged physically or dealt a blow by an Act of God, it will not be covered under the guarantee.

If you contact Judi within the 30-day period and she is not able to attend on site before the expiry of that 30 days, she will extend the period to cover until she is able to visit. If you are getting towards the end of your 12 month period and Judi is unable to attend, your allocation will be carried over into the next ASA.

If you are unhappy with the work completed or have a dispute about the amount of time that has been taken from your allocation, you must take this up with Judi within 3 days of receiving your statement. If you have not contacted Judi within 3 days of the date of your statement, it will be assumed that you do not have a dispute regarding the statement and the time will stand.

In fact, if at any point you are unhappy about anything relating to the work completed by Judi and/or billing thereof, please take it up with Judi directly as soon as possible. That's one of the wonderful things about a personal service - you always know exactly who you're dealing with.