* Monthly statements will be sent electronically and will contain itemised lists for time used and time available. Where more than one server is registered for support, times will be listed collectively on the statement and can be used collectively to cover the support of all machines under the contract.

** On-site days must be used within the 12 month period. On-site days can be used for support, health checks, or consultancy (related to the products for which the support was purchased). On-site days are not subject to a 4 hour or next-day response. On-site days are subject to two weeks’ notice. In most cases, however, it will be possible to have a technical support representative on-site within the week.

***Esdebe Consultancy guarantees that a technical support representative will respond to your call with a callback within 4 hours. Esdebe Consultancy does not guarantee that it will provide answers to questions within the guarantee period. Response times are not guaranteed during bank holidays, or where there are events beyond our control. If the guaranteed response time for a callback is missed, Esdebe Consultancy will provide free support for that call. If a technical representative calls you back during the response period and and gets a voice messaging system, the support representative will leave a message for you, along with a case number. No more callback attempts will be made by Esdebe Consultancy and the response time guarantee will have been met. When you call for support, please provide the case number so that we can process your call as quickly as possible. Failure to contact you within the guarantee period because you are unavailable (e.g. your telephone number is busy, you are not in the office, we cannot leave a voice message, or any other reason) does not constitute Esdebe Consultancy’s non-compliance with the response guarantee.