1. Hardware Maintenance Services: the standard hardware maintenance services provided to Authorised Users by the Supplier;

• a) Hardware Maintenance Hours: 9:00m. to 17:00 p.m. Monday to Friday, excluding Bank Holidays.
• b) Authorised Users: The Customer shall promptly notify the Supplier in writing of all Authorised Users by email to the appropriate service desk (Service desk details can be found here https://clanwilliamhealth.com/support/). If the authorised user is not listed the customer service team will be unable to assist.
• c) Account Number: The Customer (authorised users) will be required to present their account number when communicating with the Service Desk. If the customer does not have their account number, the Service Team will be unable to assist.

2. The Supplier shall provide reasonable support during the Hardware Maintenance Hours to the Customer in respect of the contract in place:

 

Hardware Contracts

There are three levels of Hardware Support. Please find below the breakdown of what is included;

Hardware Support	Phone Support	Remote Access	Site Visit	Hardware Cover	Fix or replacement	Antivirus	Online Backup
Level 1	x	x	x	x	x	x	x
Level 2	x	x	x	x	x	–	–
Level 3	x	x	x	x	–	–	–
No Cover	x	–	–	–	–	–	–

• Phone Support: Once an incident has been logged with the Support team, the Services team will provide ongoing phone support to resolve the issue.
• Remote Access: A Dial in Service will be provided to troubleshoot incidents and resolve.
• Site Visits:
  • Engineer on-site audit
  • Technical Site Survey with a report to offer services (Level 1 only)
  • 6-month Pro-active site visit to check full network infrastructure with a documented audit of visit (Level 1 only)

• Hardware Cover: Maintenance on all hardware on site required to operate the application (Level 1 & 2 only). Level 3 & No Cover: 1 Year hardware warranty for hardware purchased from Clanwilliam Health.
• Fix or replacement policy: on all hardware less than 3 years old provided by Clanwilliam Health. Hardware greater than 3 years will be either fixed or replaced, but the cost of any new hardware will be borne by the customer
• Anti-virus: All PCs supplied will include E-Set Antivirus (can be sold separately).
• Online Backup: Provided by our backup partner Keep It Safe

Exceptions: In a situation where hardware items are already present onsite (i.e. hardware items that were not originally provided by Clanwilliam Health) Clanwilliam Health is not responsible for the integrity of said hardware item, or for any data that may exist on existing server(s) or PC(s). Should a Clanwilliam Health engineer be required to call out to attempt to repair/upgrade or replace said hardware item(s) this will be chargeable per hour. Note the exception to this is when the hardware was present and documented at the time of the initial hardware audit and Clanwilliam Health have agreed to support it.

Please note: If the Hardware is reliant on components or programmes that are no longer supported by their manufacturer then you may be required to upgrade before the Hardware Maintenance Team can assist. For example, a PC running Windows 7 that is now no longer supported by Microsoft will need to be upgraded to a supported version of Windows.

Priority Categorisation

The Supplier shall use all commercially reasonable efforts to resolve or correct incidents within the following service levels;

Classification of Incident	Target Response Time	Target Resolution Time
Priority 1 (High) Hardware not functioning at all causing significant impact to operations	1 maintenance hour	CWH shall use its reasonable endeavours to resolve the incident within 8 maintenance hours.
Priority 2 (Medium) Error causing substantial problem in use of the Hardware, workaround available.	2 maintenance hours	CWH shall use its reasonable endeavours to resolve the incident within 4 days.
Priority 3 (Non Critical) Error causing inconvenience in the use of the hardware.	4 maintenance hours	CWH shall use its reasonable endeavours to resolve the incident within 3 weeks.

For the purposes of the above, a “Maintenance Hour” shall be 09:00 to 17:00 on Business Days (Monday to Friday). For example, a Priority 2 issue received at 17:00 on a Monday will be responded to by 10:00 the next day.

 

3. Where a hardware item is deemed to be faulty, our support engineers will firstly attempt to troubleshoot it remotely (I.E via phone and remote web access). If our support engineers confirm that the item is faulty, and where the issue cannot be resolved remotely, suitable arrangements will be made to either organise a collection of the faulty item for shipment back to our repair centre or to deploy an engineer onsite.

 

4. The Customer shall co-operate with the Supplier in any manner reasonably required by the Supplier in order to carry out the Hardware Maintenance Services including provision of information and data, making available suitably qualified employees and contractors of the Customer and, subject to the Supplier’s compliance with the Customer’s normal security requirements:
   • Provide access to the Customer’s systems for the purpose of carrying out diagnostics and troubleshooting of hardware, provided that system access shall be direct or remote, at the Customer’s option, and that, in the latter case, such access will be subject to the Supplier’s compliance with any additional requirements for security and encryption techniques or software which may from time to time be specified by the Supplier.
   • Provide such further access for the service staff to the Customer’s site as is necessary to carry out the Supplier’s obligations under this agreement. The Customer shall obtain for the Supplier all permissions necessary to obtain such access.
   • Where the support is working on the Site, provide facilities and supplies reasonably required by the Supplier, such as power and computer consumables.

 

5. Backup/Restore and Verification of Data: It is the responsibility of the customer to have a valid backup and restore routine in place. This is not covered under the Hardware Maintenance Services.

 

6. Dispute Resolution Handling: Any complaints regarding the company’s products or services should be logged through by email to the relevant team. All complaints will be logged and investigated promptly and the customer will be kept updated of progress.

 

Complaint Handling

The primary goal of complaints handling is to enhance customer satisfaction by;

• Creating a customer-focused environment that is open to all forms of feedback
• Resolving any complaints or negative feedback received
• Providing effective communication and escalation
• Utilising feedback to improve products and services rendered

The Support team will request the customer to submit the complaint by email so as to have a written record. They will ask the customer to supply the following information;

Account Number	Account number of Pharmacy logging complaint
Customer affected	Person who requested the complaint to be raised
Customer telephone number	Preferred contact method for all complaints
Customer email	Secondary contact method for all complaints
Date complaint received	The date the complaint was made on
Escalated	Has the issue already been subject to escalation?
Priority	High/Medium/Low
Category	Product Incident/SLA/Communication/Knowledge
Summary	Short description of issue
Description	More detailed information on the issue to allow for further investigation

Priority

Low	Immediate response not required Singular user issue
Medium	Immediate response not required Potential to impact services provided by customer Unsuitable behaviour from Support Staff
High	Severe impact to services provided by customer Unacceptable behaviour from the Support team Complaint escalated by supervisor/manager (either Support team staff or customer)

Handling Process

Complaint Step	Timeframe
Acknowledge Complaint	Within 2 days of receipt of complaint
Resolution of Complaint	Initial resolution date – within 5 days of receipt of complaint
Customer update – no resolution	Within 5 days of receipt of complaint
Customer further updates	Each 5 days after initial update until complaint is resolved or referred.

 Refunds, Compensation, Termination

The Clanwilliam Health Service team do not handle queries with regards refunds, compensation or termination. If a query is raised, you will be directed to contact the Accounts team.

The accounts team can be contacted by email or phone.

• Email: ARQueriesIRL@clanwilliamhealth.com
• Phone: +353 (1) 4633000 – Option 2

Please note the Clanwilliam Health Service team will not log the request to accounts. This must be made directly by the customer.