Accountz Telephone Support Contract Scheme Terms and Conditions


General Information
Company Name: Accountz.com Ltd (‘Accountz’)
Registered Office Address: South Fens Business Centre, Fenton Way, Chatteris. PE16 6TT
Contact Details: If you are seeking Pre Sales advice or Product Support please call 01354 691650 or email support@accountz.com
Company Registration: Accountz.com Ltd is a limited company registered in England and Wales under company registration number 3887628
accountz is a registered trademark of Accountz.com Ltd in the UK and Europe
VAT Registration: no: 824111178
DEFINITIONS
Accountz means Accountz.com Ltd
Agreement means these terms and conditions
Scheme Accountz Telephone Support Contract
Participation Annual subscription to the Scheme Term means the length of this Telephone Support Scheme
TERMS AND CONDITIONS
1. General
These Terms and Conditions (the "Agreement") set forth the terms and conditions that apply to your use of the Accountz Telephone Support Contract Scheme ("Scheme"). Scheme cover begins on the date of purchase ("Term") and will continue in force for twelve (12) months. So long as you have a valid subscription, the Telephone Support Contract includes Telephone Support for Technical and Bookkeeping queries subject to fair usage as defined in Schedule 1.
Scheme cover is non-transferable and is valid for the Scheme Participant only. Resale or transfer of Participation rights in the Scheme is strictly prohibited, and will constitute grounds for termination or non-renewal of the Scheme. During the Term, Scheme Participants will receive telephone support based on reasonable use as specified for each software title in Schedule 1. All licensed users of Business & Home Accountz software are entitled to unlimited email and forum support, and for Scheme Participants exceeding the fair usage criteria in Schedule 1 additional telephone support can be purchased, at the rates specified in Schedule 2. Accountz reserves the right to limit or terminate Scheme support to any Scheme Participant who uses the services in an irregular, excessive, abusive,or fraudulent manner, as determined by Accountz in its sole discretion. Accountz shall have the right to change or add to the terms of the Scheme at any time, and to change, delete, discontinue, or impose conditions on any feature or aspect of the Scheme (including but not limited to pricing, technical support options and other support - related policies) upon notice by any means Accountz determines in its discretion to be reasonable, such as sending you an email notification or posting information concerning any such change, addition, deletion, discontinuance or conditions in the Scheme or on any Accountz sponsored web site.
2. Support Availability
Telephone Support will be available between 9.00am and 5.00pm Monday to Friday. Support availability may occasionally deviate from published hours due to downtime for systems and servermaintenance, company events, UK Bank holidays/company defined holidays, and events beyond Accountz' control. Telephone support will not be available between the Bank holidays of Christmas and the New Year. The telephone number to use for Support calls for customers based in the United Kingdom is 01354 691650. The number to use for Support calls for customers outside the United Kingdom is 0044 1354 691650. Accountz will not be responsible for telephone charges incurred in connection with the use of the Scheme.
3. Support
Topic Limitations
Enquiries are limited to the following Business Accountz product areas: installation and upgrade assistance and basic functionality, as described in Business Accountz product documentation. Accountz shall not be responsible for connectivity issues caused by third-party services, service providers, hardware or software. The Scheme does not cover enquiries on accounting standards and practices and/or enquiries relating to tax or data recovery.
4. Response Time Goals
For questions submitted by telephone Accountz will attempt to close the enquiry within the same working day, for queries received by 12.00pm, and by 12.00pm the next working day for queries received between 12.00pm and 5.00pm, subject to variations due to downtime for systems and server maintenance, company events, observed UK Bank holidays/company defined holidays, and events beyond Accountz' control. This Section 4 shall not be deemed a representation or warranty on Accountz' behalf regarding the time within which a resolution, if any, may be available for any particular incident. No remedy is available for Accountz' failure to meet the published response time goal.
5. Non-Renewal Policy
If a Scheme Participant's use of support exceeds reasonable use of the Scheme, as determined by Accountz in its sole discretion, Accountz may choose not to renew a Scheme Participant's subscription at any time. If Accountz chooses not to renew a Scheme on the basis of unreasonable usage, such determination shall not be deemed to preclude you from purchasing support from Accountz on a pay-as-you-go basis if available.
6. Current Accountz Product Support
The Scheme support is available for currently supported UK versions of Business Accountz V3, Business Suite and Startup, and Home Accountz V3 Software. Support availability for any particular version of Business & Home Accountz is subject to change at any time without notice although all active Telephone Support Contracts will be supported until termination.
7. Disclaimer of Warranties
Telephone Support Contracts are provided ‘as is’ and, to the maximum extent permitted by applicable law, Accountz, its affiliates, licensors, and service providers, (collectively suppliers) disclaim all guarantees and warranties, express or implied, regarding the Scheme, including any warranty of fitness for a particular purpose, title, merchantability, and non-infringement.
8. Limitation of Liability
The entire liability of Accountz and its suppliers for any reason shall be limited to the amount paid by you for the Scheme during the term in which the claim arises. To the maximum extent permitted by applicable law, Accountz and its suppliers are not liable for any indirect, special, incidental, or consequential damages (including damages relating to loss of business, telecommunications failures, loss, corruption, or theft of data, viruses, loss of profits or investment, or the like), whether based on breach of contract, breach of warranty, tort, (including negligence), strict liability, product liability or otherwise, even if Accountz or its suppliers have been advised of the possibility of such damages and even if a remedy set forth herein is found to have failed of its essential purpose. In no event does Accountz assume any liability to any party other than the verified scheme participant. The limitations of damages set forth above are fundamental elements of the basis of the agreement between Accountz and you. Accountz would not have been able to have provided the Telephone Support
Contracts without such limitations.
9. Miscellaneous
This Agreement (and any additional terms and conditions with which Accountz supplements this agreement) is a complete statement of the agreement between you and Accountz, and sets forth the entire liability of Accountz and its Suppliers and your exclusive remedy with respect to the Scheme. The Suppliers, agents, employees, distributors, and dealers of Accountz are not authorized to make modifications to this Agreement, or to make any additional representations, commitments, or warranties binding on Accountz. Any waiver of the terms herein by Accountz must be in writing signed by an authorized officer of Accountz and expressly referencing the applicable provisions of this Agreement. If any provision of this Agreement is invalid or unenforceable under applicable law, then it shall be, to that extent, deemed omitted and the remaining provisions will continue in full
force and effect. This Agreement will be governed by English law. Headings are included for convenience only, and shall not be considered in interpreting this Agreement.
10. Privacy Statement
Your use of the Scheme is subject to Accountz privacy policies, as may be amended from time to time, as set forth in the Accountz Privacy Policy at www.accountz.com/privacy-policy By registering for this Scheme, you consent to the use of your personally identifiable information in accordance with such privacy statement.
11. Refund Policy
A Scheme Participant may cancel Scheme Participation during the first 7 days after initial purchase or renewal and obtain a refund for the amount paid subject to the following; if, during the first 7 days of the Scheme, the Scheme Participant has talked to or received an e-mail response from a technical support representative, the amount refunded will equal the amount paid for the Scheme less £50.00 for each instance of support. After 7 days, no refund is available.
12. Termination
Your rights under this Agreement may be terminated by Accountz immediately and without notice if you fail to comply with any term or condition of this Agreement. Any termination of this Agreement shall not affect Accountz' rights hereunder.
Schedules
Schedule 1
Fair Usage Policy


Customers with a Telephone Support Contract supporting Business Accountz Basic are entitled to a maximum of two hours' telephone support per annum

Customers with a Telephone Support Contract supporting Business Accountz Professional are entitled to a maximum of four hours' telephone support per annum

Customers with a Telephone Support Contract supporting Business Accountz Enterprise are entitled to a maximum of six hours' telephone support per annum

Customers with a Telephone Support Contract supporting Business Accountz Suite or Startup Kit are entitled to a maximum of two / four / six hours' telephone support per annum depending in which contract they have purchased.

 


Customers with a Telephone Support Contract supporting Home Accountz are entitled to a maximum of two hours' telephone support per annum. Unused minutes in any Telephone Support Contract term cannot be carried over into additional contractual terms.


Schedule 2
Rates for the purchase of Additional Telephone Support Rates for the Purchase of additional Telephone Support for those customers exceeding the fair useage limits, and with an active subscription to a Telephone Support Contract:

£60.00 per hour excluding VAT, with a £30.00 + VAT minimum fee payable for 30 minutes

Payment is to be made in advance by credit/debit card

Any additional hours/minutes purchased and not consumed will be credited to your account for future consumption within the Telephone Support Contract term

Schedule 3 Telephone Support Contract
Pricing Effective from 16th January 2015


Business Accountz 2 hours-£90.00 ex VAT

Business Accountz 4 hours-£150.00 ex VAT

Business Accountz 6 hours-£200.00 ex VAT


All pricing is subject to review and amendment. Current prices are available at the Accountz.com shop.
Should the price of a Telephone Support Contract change it will not impact upon those participants already subscribed to an active Scheme.