Use of Infinity site.
Use of Infinity’s site is governed by these terms and conditions, which will be governed and construed in accordance with the laws of England and Wales. If you do not accept these terms and conditions you should exit our site immediately.
Accessing Infinity’s site and downloading material from it is done entirely at your own risk. Infinity will not be responsible for any economic loss, loss of expected savings, loss of profits, loss of data or consequential losses, in each case whether direct or indirect arising from your use of, or inability to use or access the service, or following a failure, suspension or withdrawal of all or part of the service at any time.
In certain circumstances, additional terms and conditions may apply and will be made clear where applicable. For example, if you enter competitions, use products, services, forums or other community areas provided by Infinity, additional rules and guidelines may apply.
You agree:
- not to use the site (or any part thereof) for any illegal purpose and agree to use it in accordance with all relevant laws;
- not to access or use the site in a way that may cause the site to be interrupted, damaged or it's effectiveness or functionality in any way impaired;
- not to upload or transmit through the site without limitation, any computer viruses, macro viruses, trojan horses, chain letters, junk mail, spam, worms or anything else designed to interfere with, interrupt or disrupt the normal operating procedures of a computer;
- not to post, distribute, upload or transmit through the site any material which is defamatory, infringing, offensive, or of an obscene or menacing character, or that may cause annoyance, inconvenience or needless anxiety;
- not to threaten, harass, stalk, abuse, disrupt or otherwise violate the rights of others;
- not to use the site in any manner which violates or infringes the rights of any person, firm or company;
- that any personal information which you are required to provide is true, accurate, current and complete in all respects;
- not to impersonate any other person or entity or to use a false name or a name that you are not authorised to use.
- not to obtain or attempt to obtain unauthorised access to the site or any private or member areas on the site;
- not to make any false or fraudulent orders, bookings or requests;
- that in the event that you have any right, claim or action against any other user arising out of that user’s use of the site, then you will pursue such right, claim or action independently of, and without recourse to Infinity;
Links to Other site.
Infinity's site may contain links to other site over which Infinity has no control. Such links are supplied solely for the convenience of users. Infinity is not responsible for the contents or reliability of the linked site and does not necessarily endorse the views expressed within them.
Intellectual Property.
The Infinity name and logos are registered trademarks and may not be used without written permission from Infinity ITC Ltd. All other intellectual property rights in all material or content supplied as part of Infinity site shall remain at all times vested in Infinity.
Any brand names used on our website are the trademarks of their respective owners. The use of recognised brand names on the website is for the promotion of the sale branded products and does not imply any affiliation or representation of the respective brand owners.
Our Privacy Policy.
In certain circumstances, Infinity may ask you to provide personal information. For more detailed information on how Infinity collects and uses this information, please read our Privacy Policy.
Complaints.
If you are unhappy with the service that Infinity has provided to you, Infinity will endeavour to be fair and efficient and maintain confidentiality when handling any complaint you should have.
If you have a complaint, please contact us via our site enquiry form – click here, or call 0844 7798779. We shall endeavour to resolve any complaints you may have, and keep you informed about the progress of your complaint. We welcome any suggestion you may have in relation to how our handling of complaints may be improved
Changes to these Terms and Conditions.
We reserve the right to change these terms and conditions at any time. When we make changes, we shall update and publish the latest version on our website. We encourage you to review these terms and conditions whenever you visit one of our site.
I.T. Technical Support Terms and Contions.
Level 1 Support
This level of support is designed to assist you with general problems encountered on a Windows workstation or server together with the majority of associated Microsoft products. Help will be given wherever possible for all other general networking or associated peripherals.
As a help line we are here to try and resolve your issue as accurately and quickly as we can. Please ensure that you have made every effort to resolve the issue yourself prior to calling. Whilst all efforts will be made to assist you should note that a total solution may not be possible within a ‘reasonable’ time constraint.
Many problems can often be resolved with remote advice from an engineer but there are issues which will need an on site solution. The engineer answering your call will determine the type of problem you have and address it accordingly. As a general guideline any problem that can be resolved with an engineer’s advice should take no longer than 10 minutes. This will however be determined by the engineer receiving your call.
- Prior to contacting our help desk please ensure that you have the make and model of any device which you wish to discuss.
- You will be greeted by an ‘auto attendant’ which will provide you with a indication of the services available and prompt you to select one.
- Ensure that you have a clear description of the problem and any particular program, or effects that you have noticed, which may be related to it.
- A qualified engineer will assess the severity of your problem and identify the most suitable course of action required.
- Where a problem can be quickly identified instructions will be given as to how the issue can be resolved, or what steps you should take in order to resolve it.
- The engineer may ask you to follow a set of basic procedures which should be undertaken with precision. The responsibility to do so lies entirely with the caller so please ensure that you understand the engineer’s request.
- If appropriate an engineer will direct you to a website that should explain in more detail, the nature of your problem and a possible solution.
- If the problem proves to be such that it cannot be resolved within a ‘reasonable’ time then the engineer will advise you of such and if requested pass you onto a level 2 or level 3 support service.
Level 2 Support
This ‘Ad Hoc’ level of assistance is offered to callers who have been referred onwards by first line support. It has been introduced for callers who may only require expert help from time to time. Your particular problem will now have been categorised as one requiring a more in depth solution and two levels of assistance are available.
Ad Hoc Remote Logon
- The solution would require an engineer to remotely access your workstation / server in order to analyse the issue in more detail. You will be guided through a method that would be appropriate to your infrastructure site. The engineer will then take over full functionality of the device and a visual link will allow you to see the course of his actions. A telephone link will no longer be required as you can communicate with the engineer directly on your screen.
- The rate for this ad hoc remote connection would be £35 per half hour, accrued in 15 minute increments until a solution has been implemented on your behalf. Should you feel that you have been shown enough to rectify the problem yourself during this time you then at liberty to continue unaided and request the link be closed? All responsibility for the reaming work must be accepted by the calling party.
Ad Hoc on Site Engineer
- The detection of, hardware component failure would after having been identified require an engineer on site to physically reconfigure, determine as the problem and replace. This option includes travel to and from site, the price of which is determined by the distance you are away from our company head offices, Travel in only one direction is requested and £69 per man hour that an engineer is on site, this calculated in 30 minute increments.
Level 3 Support
This level of support is one that is dealt with by our technical sales line and It is assumed that you were interested in this option after observing our engineers actions. We provide a confidential, secure and professional approach to all of our customers and their data. We hope that the experiences offered throughout the Help Desk procedure you will have witnessed gives you every confidence in our ability to resolve your I.T problems and look forward to sharing them with you as a new and valued customer in the months ahead.
