Response Times

When reporting an urgent incident, customers should call the support phone number that is supplied on activation of the support contract. In the unlikely event that contact can not be established immediately, customers should leave a voice message describing the full nature of the problem, its current effect on business and who should be contacted.

Email support will provide a response within 4 business hours.

Extent of cover

Only servers running the following operating systems will be officially supported: Linux, Solaris, Mac OS X Server. Limited support can be provided for other miscellaneous Unix-based operating systems such as FreeBSD, NetBSD, etc., but no guarantees of expertise are provided when supporting such systems.

Obligations

Remote login support will be offered only if the customer is engaged in a Gold package subscription and has provided current username and password to Crossbone Systems. SSH access is the only form that is fully supported. In the interest of additional security, public key access can be configured as an alternative to username/password authentication.

Incident billing

When requesting support or reporting an emergency incident via telephone, an incident charge is incurred. These incidents will be logged and invoice issued at the end of the calendar month for the value of all incident fees. Payment for these incident fees will be separate from the automatic billing of the main monthly support fee. Failure to pay incident fees within 7 days of the invoice issue date may result in support cover being suspended (without refund) until the invoice is settled.

Termination of support contract

Customers may terminate their contract at any time by emailing support@crossbonesystems.com and requesting an end to their agreement. Upon receipt of a termination request, the customer will not be billed again. The support contract will run until the end of the most recent billing period. No refunds will be given.

Should any payments become overdue, support cover shall be suspended with immediate effect until the customer’s account has been settled.

Crossbone Systems reserves the right to explicitly terminate any support agreement without citing reasons. Should such a case should arise, a pro rata refund will be issued to the customer for the remaining period of the month for which cover will not be provided.

Change of cover

If a customer wishes to upgrade or downgrade their level of cover, they should send an email to support@crossbonesystems.com requesting stating their change request. Instructions will be provided for changing their billing accordingly.

Limit of liability

Crossbone Systems Ltd will not be held liable for any damages, failures or loss of business resulting from any unplanned absences of support availability.

Reporting an incident

On-site visits will only be available to customers in the Cambridgeshire area and with prior arrangement. All on-site visits will be charged at £400/day + VAT.

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