Maintenance

The Hour Package will come into effect from the date of signature and does not expire over time.

The Hour Package covers IT technical support to fix issues related to hardware and legal (licensed) software, as well as the installation of computer equipment. Labor, travel, and transportation are included if IT equipment needs to be moved. Replaced computer components and consumable items are not included in this service.

The service will be provided during IRT Informática's working hours, which are Monday to Friday from 09:00 to 14:00 and from 17:00 to 20:00. Any extension of this service schedule must be negotiated with our company.

The client will contact IRT Informática by phone or email to request IT assistance or open a work order for the equipment or IT installation.

Once the intervention request is received, a technician will contact the client to assess the issue and determine whether an on-site intervention at the client's facilities is required.

If the issue can be resolved remotely or by phone, a minimum of ½ hour will be charged per intervention.

If the issue requires travel according to IRT Informática’s criteria, a technician will visit your facilities. Each on-site assistance will consume a minimum of 1 hour of service; after that it will be counted in ½ hour fractions. Service time starts when the technician arrives at the client’s location (travel time is not charged).

If equipment needs to be transported to our facilities for troubleshooting, the technical service will be charged in ½ hour fractions.

The contracting party must designate a single contact person within their organization for notification and follow-up of all company incidents. For each intervention, a service report will be completed detailing the service provided and must be approved by the contact person designated by the client.