Example 1:

You need advice on an IT matter, by phone or email.
We invest 30 minutes of our time.

1/2 hour of work (remote) x BGN 80 = BGN 40 without VAT

Example 2:

You need new software installed in the next few days (not urgent).
The service is performed remotely and takes 45 minutes.

1 hour of work (remote) x BGN 80 = BGN 80 without VAT

Example 3:
You have a problem with your computer and want us to diagnose it.
We run remote diagnostics for about 20 minutes, but the computer shuts down and we have no connection to it. We come to the place, continue with the diagnostics (about 35 min.) and find that the computer has a hardware problem. We cannot fix the problem immediately, as parts are needed, we offer an alternative solution. The time invested up to this point is paying off. We proceed further according to the situation.

30 min labor (remote) + 1 hour (site visit) = BGN 120 without VAT

Example 4:

You urgently need assistance due to a problemlet's meet sirver. By default, on-call services do not guarantee a response time, which is why you use the "Priority Service" option. When using "Priority Service" and where possible on our part, we rearrange our schedule and service your request before everyone else.

Fix the problem on the spot within 45 minutes.

1 hour of work (site visit) x BGN 80 + BGN 200 fee (Priority service) = BGN 280 without VAT

1. Acceptance of Terms

1.1. By submitting a request to GELETRON EOOD, you (the customer) agree to the conditions described on this page.

1.2. "GELETRON EOOD" is not bound by any conditions and obligations to the customer, without prior acceptance of the conditions described on this page.

2. Liability and Warranties

2.1. The IT services and solutions offered by "GELETRON EOOD", including, but not limited to, anti-virus solutions, archiving of data and configurations, management of updates and others, are a means of reducing the risk.

2.2. "GELETRON EOOD" is not liable to the client or third parties for damages arising from the service provided, including, but not limited to, lost benefits or income, loss of ability to use equipment, loss of data and programs, costs of replacement equipment or other expenses.

2.3. All software products and licenses are provided by the customer. "GELETRON EOOD" is not responsible for the presence of illegal materials, digital works or other objects of copyright, including unlicensed software downloaded, stored, installed or used by the customer.

2.4. All products, including hardware, software or cloud services are provided with a manufacturer/supplier warranty. "GELETRON EOOD" does not provide an additional guarantee.

3. Access to data

3.1. The customer agrees to grant "GELETRON EOOD" rights of use to the systems that are necessary to provide the service.

3.2. The customer agrees to provide GELETRON EOOD with access to the data that is necessary to perform the service.

3.3. In the presence of personal data on the systems, if necessary, the customer has the responsibility to inform all related parties whose data is on them.

4. How to submit a request

4.1. The customer submits a request using the following method:

• In writing to the e-mail address – help@geletron.com
• Required information to be included in the request:
  
  • Customer data – name, address, email and contact phone number;
  • Description – assignment or detailed description of the problem;

4.2. After successfully registering the request, you will receive an automatically generated ticket with a unique number that will be used to process the request and send notifications.

5. Method of performing the service

5.1. The service is performed after submitting a request using the method described in point 4.0.

5.2. The service is performed on a pre-arranged day and time, which will be offered by a representative of "GELETRON EOOD".

5.3. Implementation method

• Remotely, through remote access and management software provided by us
• On site at the client's place, for the city of Sofia;

5.4. Reporting and Notification:

• All actions taken are documented in tickets;
• The time invested counts;
• The customer receives a notification by email;

6. Pricing and Payment

6.1. Services are billed at the following rates:

• During working hours - BGN 80 / hour
• In non-working hours – BGN 140/hour
• Priority service - BGN 200 / fee
  * there are services for which the price is negotiated, for example: services provided by a higher level of support (Level 3), professional consultations and services provided by our partners, work on projects and others.

6.2. For urgent services, an additional one-time fee is charged - "Priority Service".

6.3. All prices are in BGN without VAT.

6.4. An invoice is issued 24 hours after the service has been performed.

6.5. Invoices are due within 20 days.

6.6. Labor charges are non-refundable.

6.7. Fees for software licenses and cloud services are non-refundable.

6.8. Hardware products are subject to return under the following conditions:

• Within 10 days after the purchase, the customer must submit a request;
• The product must be in original packaging and without signs of use;
• After payment of a fee of five percent (5%) of the value of the product;

7. Emergency services

7.1. The on-call services are provided upon possibility and availability by "GELETRON EOOD". Guaranteed response time is offered when signing a separate "IT Management and Support" contract.

7.2. If urgent service is required, the customer may request - "Priority Service", which will result in an additional one-off fee being charged to the request (fees are defined in clause 6.)

8. Timekeeping method

8.1. The services of "GELETRON EOOD" are billed in periods of 30 minutes or 1 hour, depending on whether the service is provided remotely or on-site at the customer's location. Each new period begins to be counted when a representative of "GELETRON EOOD" starts or continues with the execution of the request. A service can be performed at once or in several parts (periods), depending on its nature.

8.2. The following characteristics apply to services provided remotely:

• They are counted in a period of thirty (30) minutes.
• The initial period is always counted as thirty (30) minutes.
• Each subsequent period started is counted again by thirty (30) minutes.

8.3. For on-site services, the following characteristics apply:

• They are calculated over a period of one (1) hour.
• The initial period is always counted as one (1) full hour.
• Each subsequent period started is counted again by one (1) full hour.

9. Termination of Service

The service ends when it is completed by the representative of "GELETRON EOOD", for example with the completion of the assignment submitted by the client or resolution of the problem.

• The customer receives a notification by email and has 48 hours to leave feedback.
• If after the 48 hour period, no message has been received from the client, the service is considered successfully completed.
• The time invested is totaled and an invoice is generated for payment.

9.1. In case the problem cannot be resolved, a representative of “GELETRON EOOD” will offer an alternative solution (for example: hardware problems, need for replacement of parts, when the problem is beyond the capabilities of “GELETRON EOOD” and others);

9.2. After performing the service, the client must remove/uninstall the remote access and management software provided by “GELETRON EOOD” (from point 5.3);

In order to avoid misunderstandings or misunderstandings, we would like to inform you of the following information:

• For faster execution of the service, prepare in advance the necessary information:
  • Contact data - name, address, phone, email, legal data and others;
  • A detailed description of the problem or task;
  • Documentation – specifications, schematics, IP addresses, device names and more;
  • Users and passwords with privileged access (administrative);
  • Information about third parties - Internet provider, hosting company or other persons;
• Secure backup copies of your data, programs and configurations - we are not responsible for any losses incurred;
• All software products and licenses are provided by you – we are not responsible for the software you use;
• Service provided remotely is carried out only with provided by us software – after completion, you must uninstall it from your systems;
• The call service is one time – we do not provide future support or administration of your devices;
• Leave it your comment or claim within 24 hours after closing the request, in the absence of a response, we consider the service to have been successfully completed and issue an invoice.

Contact us to learn more.
info@geletron.com
+359 882 997 383