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5.12. Service and Installation Categories

Within the footer of each support email a field called 'Call Type' lists the category of support applied to the open ticket. A detailed explanation can be found within this article which explains the different call types and any billing implications for customers with a support plan with Central IT.

Support Call; with Service Agreement

This call is covered under the terms of your service agreement. No charges will be applied and you can expect a resolution within the framework of your support agreement.

Support Call; Courtesy

This call isn't covered by your service agreement. At the discretion of the support technician the issue has however, been handled without charge.

Support Call; No Cover

This call is chargeable at our standard billing rate. If you have a current support plan with Central IT this particular issue isn't included as part of your service agreement. We reserve the right to charge for any site visit if you have requested a call out without prior diagnosis.

Please contact us prior to your visit to confirm onsite charges.*

Support Call; Emergency Response

Your call is chargeable at our premium billing rate. We have been asked to attend site on a same-day service. We reserve the right to charge for any site visit if you have requested a call out without prior diagnosis. Same day visits are subject to availability.

Our emergency onsite rate is £145 which includes the first hour onsite and then £76 for each hour thereafter (billed in 15 minute increments).*

Change Request

Your call has been classified as an installation or administration request and will be charged at our standard billing rate.

If you have a support plan with Central IT the following categories are not included:

- Installation of new equipment including migration
- Additional setup work outside the scope of your original installation
- Administrative changes to equipment not purchased from Central IT
- Setup work due to a personnel change
- Setting up or configuring mobile devices including phones and tablets

Please contact us prior to your visit to confirm on-site charges.*

 

*NOTE: All prices are exclusive of VAT. If you have a support plan with us you are eligible to a 20% discount.

Remote and telephone support is charged at a flat rate of £15+VAT per 20 minutes.

All of our technicians are graded according to experience and expertise therefore pricing may vary.