Subscription terms for membership of TDS KnowledgeDesk
TDS KnowledgeDesk is an advanced level telephone support offering developed by Team Data Solutions A/S for use by experienced IT professionals who already possess substantial technical insight.
These IT experts (members) are employed by public or private business entities (subscribers). The subscriber signs a support agreement with Team Data Solutions A/S. This entitles the IT experts to a personal membership of TDS KnowledgeDesk. The membership gives access to a range of services and benefits for the individual member.
- Subscription agreement
The subscription agreement is written to match your needs. One signed copy is kept by the subscribing company, and one by Team Data Solutions A/S. The standard terms included in all agreements are described below.
- Program coverage
Telephone support covers all questions relating to the programs, operating systems, and server software listed in the subscription agreement, including complex queries relating to faults and crashes, installations and configuration etc. in Microsoft server and client software.
- Immediate help - unlimited number of calls
Phone calls from members are answered immediately by a real person who is able to help straight away. Membership gives unlimited telephone support and knowledge sparring with TDS' highly trained specialists.
- Support availability - opening hours
Telephone support is open Monday to Thursday from 08:00 - 16:00 and Friday from 08:00 - 15:00.
- Online support request form
Members can also use the online support request form at www.teamdata.dk. These queries will be answered electronically, and given equal priority with telephone queries during opening hours - all queries will be answered in the order that they are received. The support request form can also be used out of hours, and queries will be answered as soon as support reopens.
- TDS remote support
With specific agreement from the member, TDS can also provide remote support to take over the member's computer in order to be able to see or solve a current problem. The member will be asked to complete a form specifying whether the connection should be view-only or full control, before the TDS consultant can create the remote support connection. The member must then accept the connection and the associated terms of support.
TDS cannot be held liable for loss of data or for any other incidents occurring during or after use of TDS remote support.
- Eligible callers - member list
At the commencement of the subscription agreement, the subscriber must provide a list detailing the eligible members (name, department, phone number and email), which forms the basis for call logging and customer identification. Every person named on this list counts as an eligible caller, and will be sent a welcome message and introductory information from TDS KnowledgeDesk.
Changes and additions to the member list can be made by contacting TDS via email or phone. It is the subscriber's responsibility to inform TDS of alterations to the subscription agreement i.e. name changes, and the number of members.
- Log reports
Comprehensive log reports showing PC user identification, time of call, call query, and resolution, can (for a fee) be included in the subscription agreement. These reports are then provided in PDF format.
A subscription agreement can be terminated by either party at any time after the pre-paid period + 6 months. Similarly alterations to the agreement can take place with mutual agreement.
The subscription is invoiced quarterly in advance. If a subscription agreement is formed part way through a quarter, then the first invoice will cover the remainder of the current quarter, plus the next quarter. TDS retains the right to withhold support in case of missing payment.
- Index regulation and pricing changes
The subscription price is index regulated during the first quarter each calendar year. TDS reserves the right to alter the price in connection with the expansion of program/support coverage, and/or with an increase in the number of eligible callers.
- Subscription to TDS news and information
To ensure that the subscriber's eligible callers receive the best possible service, the subscriber accepts that TDS may email individual members directly with practical information about accessing support. This information will be specific to the subscription agreement, and may include opening hours, TDS' contact details, and any changes or additions to the support coverage etc. Individual members will always be given the option to opt out from this service.
General subscription terms Version 2.1