Beam Plus Service Agreement
v1.3 – 01 June 2018
Changes to this document are tracked and audited.
“Mobile Onboard” – We or us.
“Customer” – You and Your.
“Beam Plus” – The maintenance product provided by us to look after your Beam products
“Goods” – The hardware, software and platform (software-as-a-service) products sold or rented by us to you including packaging, manuals and any other ancillary components or documents.
“Conditions” – Means the terms and conditions of sale set out in this document and any special terms and conditions agreed in writing by us
“Service Fee” – The amount paid by the Customer to us in consideration of the Beam Plus service
Mobile Onboard (Labs) Limited
Unit 1, Grove Park, Upton Lane
Southampton, SO16 0XY
Our telephone number: (+44) (0)333 335 3345
Our email address: firstname.lastname@example.org
Our web site: mobileonboard.com
Our Support Help Desk: email@example.com
The conditions which apply to the Beam Plus service:
Part I contain the terms and conditions for the Beam Plus product.
Part II contains the service level offered for the Beam Plus product and additional information.
Beam Plus Service Fee
Mobile Onboard is under no obligation to refund the service fees in any circumstance. Beam Plus is a support policy with a duration of less than one month and is, therefore, is not subject to any statutory right of cancellation and is therefore non-refundable. The available policy schedule confirms this.
The Customer is of the opinion that Mobile Onboard has the necessary qualifications, experience, and abilities to provide services to the Customer.
Mobile Onboard is agreeable to providing such services to you on the terms and conditions set out in this Agreement.
a) These Terms and Conditions
These are the terms and conditions for the Beam Plus services provided by us to you, the Customer. By ordering Beam Plus from us, you agree to be bound by these terms and conditions.
b) Requesting Beam Plus
i) The Beam Plus services provided by us can be requested in the following ways:
– By emailing our Support Help Desk using the address stated above;
– By telephoning our Customer Services number stated above;
– By telephoning the emergency on-duty engineer where your policy allows.
ii) The person or persons ordering any service must have the requisite authority to request such a service on behalf of the Customer. This authority will be assumed at the time of the request.
iii) Upon acceptance and confirmation of the request you will receive a support ticket reference and where possible a booked service call (where the service is to be provided on-site).
c) Payment and Period of Cover
i) Payment is normally made by Direct Debit monthly in advance.
ii) The period of cover is deemed to start on the day of payment and for a duration of one calendar month.
iii) Customers may be invoiced, subject to a credit check being carried out by us and the Customer passing any such credit check and satisfying us as to their creditworthiness. In this case, the period of cover is deemed to start on the date of invoice.
iv) Cover is subject to a minimum 6-month term, renewable each calendar month. Once the cover is terminated (either in writing or due to non-payment), we are not obliged to re-instate the cover at a later date.
d) Cover Provided
i) The Beam Plus service covers the following in relation to the Beam products(s) covered by the service subscription:
– Investigation and resolution of hardware, software, or usability issues
– Hardware repairs, parts replacement, and software upgrades
– Replacement of hardware units if they cannot be repaired
– Changes to configurations where required
– Collection and re-delivery of faulty units where the issue cannot be resolved remotely
– On-site call outs where required, and where engineer availability allows (anywhere within mainland United Kingdom), by us or by one of our approved service partners
– Provision of usage analytics data where applicable
– Remote help with installing additional third-party software onto our products where allowed
– Access to our Beam Insight management portal, and any other software services available as part of the service subscription
ii) Additional services not listed above can be quoted for on request.
e) On-Site and Off-Site
i) The services detailed above can be provided on-site or off-site, depending upon the nature of the service required, availability of parts and products, and the ease of configuring any product or service either on-site or off-site.
ii) At the time of service request you will be informed as to which elements of any service will be provided on-site or off-site.
f) Remote Access
i) Where possible we may use remote access tools to access Customer equipment.
ii) We shall make an assessment as to whether remote access is suitable and possible in each case.
g) On-Site Requirements
i) The following are required for all on-site visits and repairs:
– The equipment to be serviced being available within the time slot agreed.
– Easy access to the equipment to be serviced and the surrounding area.
– Where necessary good mobile phone coverage with at least 4G/LTE Internet access (as applicable).
– A person on-site with knowledge of the issue or issues affecting the equipment.
– A person on-site with administrator-level access privileges to the relevant equipment, (where required).
– Valid, original, and licensed versions of any third-party software required, (unless being supplied by us). Please note that we will not use, install or configure any unlicensed, copied, or counterfeit software.
h) Data Backup & Loss
i) It is the sole responsibility of the Customer to ensure that all data on any equipment is backed up and appropriately stored before any work commences.
ii) We will not be liable for any data loss occurring on any equipment or data loss caused by the Customer’s failure to put in place or correctly operate appropriate data backup and storage procedures.
i) Cancelling or Changing An Appointment
i) A minimum of 24 hours’ notice will be required in order to cancel or change an appointment.
ii) Where less than 24 hours notice of cancellation is provided by the Customer we reserve the right to charge a cancellation fee of £50.
j) Missed Appointments
i) Any missed appointments will need to be re-booked by the Customer.
ii) On re-booking we will attempt to provide a convenient replacement slot, however, we cannot guarantee that we will be able to provide a suitable slot.
iii) Where an appointment is missed and the engineer has attended on-site (i.e the engineer has not been able to access the equipment on arrival), we reserve the right to charge our standard call-out fee of £300.
k) Warranty Period
i) All hardware and equipment supplied and fitted by us is guaranteed for a minimum of 12 months (or more depending upon the manufacturer’s own warranty). However, a subscription to Beam Plus extends this warranty on a rolling month-by-month basis whilst it is being paid.
ii) All other work carried out by us is guaranteed for a period of 3 months.
iii) Any warranty will be declared void where any failures or errors are caused by the subsequent incorrect use or maintenance of any item supplied, installed, or configured by us.
i) All software supplied and installed by us will be original and will be appropriately licensed. This will include an appropriate number of copies or seats when used by more than one user (including multi-user Wi-Fi firmware).
ii) We will not install, attempt to configure, or update any software, which appears to us to be unlicensed, improperly licensed, copied, or counterfeit.
m) Limitation of Liability
i) We shall not be liable to you as the Customer in contract, tort, or otherwise (including negligence), pre-contract or other representations (other than fraudulent or negligent misrepresentations) or otherwise for any loss of business, contracts, profits, damage to goodwill or anticipated savings or for any indirect or consequential or loss whatsoever.
ii) Nothing in this Agreement shall exclude or limit liability for death or personal injury resulting from the negligence of either party or their servants, agents, or employees.
n) Force Majeure
Neither party shall be liable for delay or failure to perform any obligation under this Agreement if the delay or failure is caused by any circumstances beyond its reasonable control, including but not limited to acts of God, pandemic, war, civil disorder, or industrial dispute. If such delay or failure continues for a period of at least 30 days, the party not subject to the force majeure shall be entitled to terminate this Agreement by notice in writing to the other.
The Customer undertakes during the period of work carried out by us and for a period of six months after its completion not to directly or indirectly solicit or induce any of the Mobile Onboard’s employees to leave the employment of Mobile Onboard whether to work on a freelance or consultancy basis or to be directly employed by the Client.
i) Failure by Mobile Onboard to enforce any accrued rights under this Agreement is not to be taken as or deemed to be a waiver of those rights unless acknowledged by Mobile Onboard in writing.
ii) It is hereby declared that the foregoing paragraphs, sub-paragraphs, and clauses of this Agreement shall be read and construed independently of each other. Should any part of this Agreement or its paragraphs, sub-paragraphs, or clauses be found invalid it shall not affect the remaining paragraphs, sub-paragraphs, and clauses.
iii) Mobile Onboard reserves the right to change these terms and conditions at any time on giving notice to Customers affected.
iv) This Agreement sets out the entire agreement and understanding between Mobile Onboard and the Customer and is in substitution of any previous written or oral agreements between the Mobile Onboard and the Customer.
This Agreement shall be interpreted construed and enforced in accordance with English law and shall be subject to the exclusive jurisdiction of the English Courts.
As part of this agreement, Mobile Onboard commits to the following service level:
a) Respond to any request by the Customer for help or support within 4 working hours.
b) Ensure that any covered non-working product is repaired or replaced within 4 working days following the day of request either by means of our express collect and return service, or by means of a scheduled on-site visit.
c) The Customer is kept up-to-date with any request for help via their support ticket on our Support Help Desk.
d) Arrange a loan or replacement product if we cannot repair within the 4 working day target.
e) A dedicated point-of-contact to help with your issue.
f) Endeavour to accommodate the Customer’s business needs wherever possible.
a) A “working day” is defined as Monday to Friday with the exception of public holidays in England.
b) “Working hours” is defined as 09:00 to 18:00 on a working day, as defined in the previous paragraph.
c) Urgent support outside of these times will be accommodated by the on-duty engineer wherever possible, but cannot be guaranteed.
a) If we do not repair or replace the Customer’s equipment, or (offer to) provide a loan unit within 10 (ten) working days following the day of request we will refund the Beam Care for that product for the period covered (normally one month). This service level is increased to 5 (five) working days for Premium-level subscribers.
Mobile Internet Service Provision
a) The Customer can optionally subscribe to our managed Mobile Internet data service, and we will provide a SIM card for the Customer’s Beam product on the agreed tariff, payable monthly in advance. Provision of such a service may be subject to a credit check on the Customer.
b) When the Customer uses our mobile Internet data SIMs we will fully support the service and act as their representative in dealing with the carrier or mobile network.
c) Mobile Internet data SIMs are provided on behalf of the carrier or mobile network, and the Customer will be additionally bound to the terms and conditions laid down by the carrier or mobile network. We will supply the Customer with copies of such terms and conditions from the mobile network by means of a download link if the are not available to access the Owner’s Portal.
d) We reserve the right to suspend or otherwise terminate mobile data services in the event of non-payment.
e) The provision of mobile Internet data SIMs will be subject to a minimum contract term, as advised at the time of quotation and sign-up.
If any further information or clarification is required in relation to these Terms then please email our Customer Services team at firstname.lastname@example.org.