Design Supply MyLFP support pack Agreement with Terms & Conditions Includes all Parts & Labour – Unlimited Engineer Callouts
MyLFP Design Supply Support Pack Agreement
All MyLFP Support Packs have a target of Next Business Day On-site response time for calls logged before 3pm. (call screening and parts dependant).
User faults are reported to MyLFP Support Desk or logged at MyLFP.com, fault is logged & sent to call screening. Call screening will be carried out within 2 hours of the call being logged.
Any reported faults that are not listed by error code or do not require an on-site response will be call screened by a qualified engineer. (Error codes usually consist of a combination of 12 letters and numbers and be displayed on the machines LCD display panel)
• All MyLFP Support Packs are subject to MyLFP (support trading name of Velmex Computer Systems Ltd t/a Velmex Distribution) and Design Supply Service terms & conditions.
• All MyLFP Support Packs are for on-site servicing of the equipment under contract.
• All MyLFP Support Packs include access to the MyLFP Support Desk (telephone / remote connection support on hardware issues and limited software help).
• All MyLFP Support Packs have a target of Next Business Day On-site response time for calls logged before 3pm. (call screening and parts dependant).
• All MyLFP Support Packs are only valid for customers using original manufacturer’s inks & print heads.
Any customers using third party inks, ink re-fills, re-manufactured inks or print heads will have their contract terminated without any compensation.
MyLFP Support Desk will advise if an on-site visit is booked (if required).
Call progress can be monitored by using the service portal accessible at MyLFP.com.
Call progress portal will confirm call status, estimated engineer time, spare parts status.
All MyLFP Support Packs cover UK Mainland & Northern Ireland ONLY.
All service calls are logged & details summarised against customer name and serial number to aid future response.
MyLFP Support Pack – Terms & Conditions
Operating hours are Monday to Friday 9am to 5pm and excludes weekends and UK Bank Holidays. MyLFP’s engineer will attend site subject to call being confirmed as a hardware fault by MyLFP’s Support Desk and parts availability. Includes all parts and labour required to maintain user’s printer to manufacturer’s specification – see terms & conditions listed below.
Contract excludes the supply and fitting of consumables or any service relating thereto which are outside the Support Pack – see terms & conditions listed below.
Does not cover user error or damage caused by such actions or not in accordance with the user/service manuals – see terms & conditions listed below.
MyLFP Standard Exclusions.
Unless otherwise specified, MyLFP standard Support Packs exclude:
Manufacturer defined maintenance kits and the installation thereof. Inkjet printer print heads, platens and installation thereof. Any service and parts incurred as a result of operator misuse, abuse and use of the machine outside the manufacturers specification. The use of third party / compatible inks, re-filled inks, re-manufactured inks, third party print heads, re-manufactured print heads.
The use of third party / compatible inks, re-filled inks, re-manufactured inks, third party print heads, re-manufactured print heads will be deemed as a breach of contract by the user & MyLFP reserve the right to cancel the agreement with immediate effect without any compensation or notification to the user.
1 This Agreement is made between the Customer as registered on MyLFP.com, hereinafter referred to as The User, and MyLFP (support trading name for Velmex Computer Systems Ltd, t/a Velmex Distribution.) hereinafter referred to as MyLFP and also Design Supply Ltd.
2 This Agreement applies to the equipment specified registered on MyLFP.com, hereinafter referred to as the Equipment, and supersedes any previous agreement.
3 This Agreement shall run for the agreed period as specified on the relating Design Supply Limited invoice / MyLFP.com.
4 Subject to the conditions contained in this Agreement, MyLFP in conjunction with Design Supply Limited undertake to provide free of charge all the necessary replacement parts to keep the Equipment functioning in accordance with its published specification, subject to specific exclusions as detailed in paragraph 18.
5 The hours during which maintenance calls can be made are as specified in Cover Hours in MyLFP Descriptions, excluding Public Holidays. (Monday to Friday 9am to 5pm)
6 The User undertakes to operate the Equipment in accordance with the instructions contained in the Operators Manual for that equipment and agrees that the cost of repair of malicious damage or damage resulting from misuse of the Equipment is not covered by this Agreement. Any calls raised which are suspected of being the result of this will be deemed outside the Terms of the contract and may result in charges being applied.
7 The User undertakes to promptly inform MyLFP of any malfunction of the Equipment.
8 The User agrees that this Agreement is only valid whilst the Equipment remains at the location registered on MyLFP.com.
9 The User undertakes to make the Equipment available for service on receiving reasonable notice of a service call and to provide reasonable facilities for the Service Engineer. If access is denied MyLFP reserves the right to charge for any costs associated with the failed visit.
10 The liability of MyLFP and Design Supply is restricted to those undertakings entered into under this Agreement only and MyLFP and Design Supply shall not be liable for any loss or damage arising directly or consequentially as a result of the malfunction or complete stoppage of the Equipment, but shall use its best endeavours to maintain the Equipment in good working order and rectify any malfunction as promptly as possible.
11 This Agreement does not cover repairs to the Equipment to rectify damage caused by fire, flood, theft or any other cause which is covered by the User’s insurance, or, in the event of the User not having the relevant insurance, would be covered by the insurance which a reasonably prudent person could be expected to have.
12 Unless otherwise agreed in writing this Agreement shall in all respects be construed and operate as an English contract and in conformity with English law.
13 If at any time any question, dispute or difference whatsoever shall arise between The User and MyLFP or Design Supply, upon, in relation to, or in connection with this Agreement, either may give to the other notice in writing of the existence of such question, dispute or difference and the same shall be referred to the arbitration of a person to be mutually agreed between the two parties.
14 MyLFP and Design Supply reserve the right to recoup costs associated with diagnosis of faults if the customer refuses to accept the associated costs.
15 MyLFP and Design Supply also reserve the right to cancel the contract if a third party maintainer has been employed to repair items under contract or invoice for subsequent damage or modifications.
16 FORCE MAJEURE – MyLFP and Design Supply shall not be liable for any failure to supply or any delay in supplying the maintenance service or the repair service hereunder if such failure or delay arises from any reason beyond the control of MyLFP and Design Supply such as (but not by way of limitation) shortage of spare parts, fuel or energy, internal or external labour disputes, riot, storm, flood or fire.
17 In no event shall MyLFP or Design Supply be liable to the Customer for any loss of business, loss of opportunity or loss of profits or for any other indirect or consequential loss or damage whatsoever. This shall apply even where such a loss was reasonably foreseeable or the Supplier had been made aware of the possibility of the Customer incurring such a loss.
18 Standard Exclusions from this Agreement are:
a) All consumables which include items such as feed rollers, transfer rollers/belts fusers, print heads, print media, and service related thereto & Band Printer print bands.
b) Thermal printer print heads & platen rollers
c) Laser printer consumables and service items as defined by the manufacturer as parts replaced at service intervals unless the manufacturer states otherwise.
d) Obsolete products no longer supported by the manufacturer are covered on Best Endeavourers Service only. In the event this printer cannot be repaired no refund shall apply.
e) The maintenance service does not include operating supplies or accessories or devices not identified on the Schedule of Equipment. Unless specifically included, this contract does not include software maintenance. The contract does not cover the cost of any alteration, repair, replacement caused by the failure of electrical equipment, computer hardware, software and associated equipment to process the change from year 1999 to 2000 and beyond. Consequently MyLFP and Design Supply reserves the right to make appropriate charges where faults are found to be caused either by software malfunctions or by the effects of non-contract hardware items.
f) IMPORTANT – This agreement does not cover any parts that are at the end of the manufacturers ‘life cycle’ and reported as such. For clarification, any parts with limited, pre-defined life cycles that reach the end of the cycle as set by the manufacturer will not be covered by any Support Pack. These parts include but are not limited to – Purge Units, wipers, motor etc. Any parts that fail within their limited/pre-defined life cycle as set by the manufacturer will be covered and replaced. Not expected when used from new with standard usage.