Home IT support Terms & Conditions
Your terms and conditions for BT Home IT Visit and BT Home IT Call.
Terms effective from 18th May 2008
BT Home IT Visit Service Terms
What we provide
1. If you select the BT Home IT Visit service, we agree to give you a general IT support service to an initial scope that we agree with you. This may include set up and configuration of your personal computer(s) including networking peripherals and equipment, fully licensed original copies of software or networking fault diagnosis and rectification. The service excludes any installation of devices other than those using external connections.
2. We may ask you to give us access to your supported personal computer using our remote access facility prior to receiving the service at home. We will ask you to grant us remote access on a session by session basis.
3. Before we provide the service we may give you an estimate of time that this service may take. You agree that the actual time the service takes may vary from this estimate.
4. You agree to install any equipment or software that we advise and to follow any reasonable instructions including security instructions that we may give you about the service.
Things you need to know
5. The normal hours of service are 0800 to 1800 Monday to Friday.
Alternatively you may select Premium "Evening and Weekend" appointments between 1800 to 2000 Monday to Friday and 0800 to 2000 on Saturdays. If you choose a BT Home IT Visit you may select;
a) an Express Appointment (next working day appointment) if you place your order by telephone by 1400 on the previous working day; or
b) Priority Appointment (same day appointment or next working day appointment) if you place your order by telephone up to 1000 for a same day appointment or after 1400 on the previous working day for a next working day appointment.
Working day means Mondays to Saturdays excluding Bank Holidays. There is no service on Sundays.
6. We will agree an appointment date with you. The service begins one working day before this agreed appointment date when we allocate an engineer for your visit.
7. You need to tell us at least 24 hours before your agreed appointment if you cannot make this time otherwise we may charge you for a missed appointment. If we do not keep an appointment, you will not be charged for this appointment. In addition you may claim either:
a) a fixed amount of £10; or
b) £25 off your next BT Home IT Visit service.
8. Charges for each service are in the Price Terms.
Our responsibility to you
9. Unfortunately we cannot guarantee that we will be able to solve all problems reported by you or that we will be able to advise on all service related issues.
10. We are not responsible for:
a. any failures in the supported applications and operating systems;
b. repair or replacement of any equipment that we diagnose as faulty during the service; or
c. your failure to correctly follow our advice and recommendations.
11. We recommend that you regularly back-up any stored data and store any application software discs.
BT Home IT Call Service Terms
What we provide
1. The service we agree to give you is:
a) a telephone based help facility giving you dedicated expertise to answer queries or problems you may have with your hardware, operating systems and applications;
b) a remote diagnostics facility to solve problems with any PCs that you have registered with us;
c) a single point of contact for reporting faults; and
d) a remote 30 minute computer health check where you have chosen a twelve month subscription only;
e) any other facilities as described at www.bt.com/homeitcall.
To register your PCs for the service you will need to provide us with details of the PCs you wish to have covered by the service.
2. The service is available from 8am to 11pm every day.
3. The service is a monthly subscription based service unless you choose to take the pay per incident option described in paragraph 4.
4. The pay per incident option provides all the services described in paragraph 1 but instead of a monthly subscription you will be charged a one off charge for each call made.
5. We may ask you to give us access to your registered PCs using our remote access facility to enable us to diagnose your computing problem. We will ask you to grant us access on a session by session basis.
6. You are responsible for taking appropriate steps to maintain and safeguard your IT system through, amongst other things, regular data back-up, running current virus software and adopting other appropriate security or maintenance procedures.
Things you need to know
7. The subscription based service is subject to a Fair Usage policy (this is set out in http://www.bt.com/homeitcall). We will raise additional charges if we believe that you are using the service excessively without good reason or because you are failing to comply with paragraph 6.
8. The charge for each pay per incident session includes one forty five minute call.
Our responsibility to you
9. Unfortunately, we cannot guarantee that we will be able to solve all problems reported by you or that we will be able to advise on all service related issues.
We are not responsible for:
a) any failures in the supported applications and operating systems that cannot be resolved using the service;
b) repair or replacement of any equipment that we diagnose as faulty during the service; or
c) any consequences of your failure to correctly follow our advice and
recommendations.
Ending an agreement
10. You may end your agreement by giving us 30 days' notice.
BT Home IT Visit Price Terms
1. All prices quoted for these services are inclusive of VAT except where stated.
2. The following charges for BT Home IT Visit
| BT Home IT Visit Service | Charge | Note |
|---|---|---|
| BT Home IT Visit, Wireless Setup | £90 | See note 1 |
| BT Home IT Visit, Computer Setup | £120 | See note 2 |
| BT Home IT Visit, Computer Health Check | £90 | See note 1 |
| BT Home IT Visit, General Help | £90 | See note 1 |
| Charges for Additional Time, Home IT Visit and Home IT Broadband Repair services | ||
| Extra 30 mins (during normal service hours) | £30 | per 30 mins or part 30 mins |
| Premium Extra 30 mins | £40 | per 30 mins or part 30 mins |
| BT Home IT Visit – Appointment Options | See note 3 | |
| BT Home IT Visit, Premium Appointment Surcharge | £20 | |
| BT Home IT Visit, Express Appointment Surcharge | £30 | |
| BT Home IT Visit, Priority Appointment Surcharge | £50 |
Note 1: This charge is based on the service taking one hour. Any additional time will be charged at the relevant rate for additional time.
Note 2: This charge is based on the service taking one and a half hours. Any additional time will be charged at the relevant rate for additional time.
Note 3: If you select a service during Premium, Express or Priority Appointment hours you will pay the relevant surcharge in addition to the usual charge for the service you have selected.
3. We may charge you if you miss an appointment. This will be the same as the charge for the first hour of the BT Home IT Visit.
4. Where we tell you that we are unable to provide the service at your address, your order will be cancelled and we will not charge you for the service.
5. There is no minimum period for either service.
6. If there are additional equipment and/or materials charges these will be notified to you by the engineer during the visit.
BT Home IT Call Price Terms
1. All prices quoted for this service are inclusive of VAT except where stated.
2. The service has a minimum period of three or twelve months depending on the subscription option you choose. If you end the service early you will have to pay the rental charges for the remainder of the minimum period.
3. The charge for the Home IT Call three month subscription service is £9.99 per month.
4. The charge for the Home IT Call twelve month subscription service is £8.99 per month.
5. The charge for the Home IT Call Frequent User twelve month subscription service is £19.99 per month.
6. The charge for the pay per incident service is £25 per incident.