Fade
pcm for SMEs
pcmedic is a community composed by more than 200 in-house IT specialised technicians and more than 30 certified partners, working together and sharing knowledge towards excellence.
The concept
Your company in the cloud
Voice and Data in one single Network
What is the secret behind this business model sustainability? Prevention.
Low-cost Modular Solutions
Account Manager in all Packages.
Our clients:
The quality, responsability and efficiency of the pcmedic's Technical Assistance, made possible a significant improvement in the management of our company's IT infrastructer.
Knickmeier Invest. Imobiliários
Our clients:
With the pcm Business support everything can be solved with a single phone-call. We are very satisfied with the assistance and the advices given by the technician.
Photo Vintage
House-calls available 24h/7.
Technicians specialised in Business Technology systems.
Laboratorial Support Included
Click here to create your solution.
Simulate your IT support solution here
Pcm Business support services are structured in packages, allowing to tailor our IT support service to fit in with your business and budget. Each package aims to guarantee the well-functioning of a specific ecosystem, offering unlimited support services, both remotely and on-site.
Software
Hardware
Replacement
Data
Server
Network
Management
Cloud
Web
Office 365
Domain
Auto Selection
Click on the package to get its description and options.
This is the summary of your selection
In the section below you can confirm the selected packages and their individual values. Just click over a package to view more information about it or change the provided data.
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Click here to simulate your IT support services
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Remote Support

The Phone Support is given by technicians specialised in the enterprise context that will, in a simple and complete way, take care of your IT Park problems, being that a small company or a big corporation.

This service is not restricted to verbal support; if the conditions — and the client — allows, the technician can access your computer remotely to help you with your problems and questions.

The Support Line is available to all pcm Businesses' clients 24 hours a day, 7 days a week.

This service is included on all pcm Businesses contracts.

Included
on all pcm Businesses contracts
House-Calls Support

The On-site services are available to pcm Businesses' clients 24h a day, 7 days a week everywhere

We have highly specialised teams, geographically positioned in order to give a quick and resolutive response to every technical issue. These teams have all the tools needed to provide a support with the recognised pcmedic’s quality.

If an unexpected situation hinder our immediate support, it will be possible to take the device to continue the service in our Laboratories, with the option of receiving a substitution computer.

This service is included on all pcm Businesses contracts.

Included
on all pcm Businesses contracts
Laboratorial Support

Whenever a hardware intervention is needed, we have several geographically disperse locations available to the public, with specialised technical and human resources prepared to give the best solutions to the situations of superior complexity.

We have multiple geographically well-positioned laboratories in order to support the On-site services in which the solution was not immediate; in these cases, the Laboratory will receive the device, repair it and return it to the owner through our House-Call Services. Click here to view the locations of our laboratories.

This service is included on all pcm Businesses contracts.

Included
on all pcm Businesses contracts
Account Manager

All pcmedic Businesses' clients have an assigned Account Manager. The manager, by knowing in detail the IT Park of his clients, deals proactively with the necessary analysis, management and communication in order to achieve an efficient solution to the situations that occurs in your company's day-to-day

This service is included on all pcm Businesses contracts.

Included
on all pcm Businesses contracts
Software Solutions

Guarantees the regular functioning of the Operating System and non-specialised applications

This package includes:

Installation, configuration, and optimization of Operating Systems (Windows, Mac, Linux), Productivity Suites (Office e iWork), Security, Remote Access, Detection and removal of virus and spywares.

Please indicate the number of devices that exists in your IT Park:

-
+
0
Workstations
This package value: R/month
Attention! The selected quantity is no valid
Hardware Solutions

This package covers all the necessary — and sufficient — physical interventions in your device

This package includes:

Preventive and Corrective maintenance, shipping, labour, eventually needed parts or components, replacement of a component, pick up and return.

Please indicate the number of devices that exists in your IT Park:

-
0
+
Workstations
This package value: R/month
Attention! The selected quantity is no valid
Replacement Equipment

Keep your work going even if the intervention is expected to be long. This package offers a replacement equipment provided by pcmedic

This package includes:

The right to receive a replacement equipment during the repair period of any other workstation/server covered by the Software and Hardware Solutions packages

All the data and applications of the replaced device will be available in the new one

Please indicate the number of devices that exists in your IT Park:

-
0
+
Workstations
-
0
+
Servers
This package value: R/month
Attention! The selected quantity is no valid
Backup Management

This package assures that your data will be never lost, even with a physical failure. This package is an insurance that covers the most valuable good of any enterprise: Its information.

This package includes:

Definition an set-up of the backup routines, monitoring and analysis of the backup policy in place, periodical certification and validation of the backups, real-time simulation and recovery

Please indicate the number of devices that exists in your IT Park:

-
+
0
Workstations
-
0
+
Servers
This package value: R/month
Attention! The selected quantity is no valid
File Server

This package have, as main target, guarantee the security of the company's information providing this information integrity, authenticity, non-repudiation, availability, and confidentiality.

This package includes:

Installation and Configuration of an Active Directory with Centralisation of the Information. Set up of the Access Permissions Policy, Shared Resources availability, Information Security, Shared Folders management and control

Please indicate the number of devices that exists in your IT Park:

-
0
+
Servers
-
0
+
Users
This package value: R/month
Attention! The selected quantity is no valid
Structured Network and Security

The Structured Network and Security package certifies and guarantees the internal and external network access, having the security and stability of the network as main goal.

This package includes:

Technical Certification of the cabled network, identification of the network points, network logical map, reorganisation of the mainframe, secure configuration and maintenance of the internal/external accesses to the network

Please indicate the number of devices that exists in your IT Park:

-
0
+
Workstations
-
0
+
Servers
-
0
+
Wireless Devices
This package value: R/month
Attention! The selected quantity is no valid
Management Software

This package provides technical maintenance to Invoicing Softwares, including utilisation support, problems' solution and updates required by the legislagion.

This package includes:

Phone support, Remote support, Application Updates, and on-site interventions whenever the Remote Support could not solve the situation

Please indicate the number of devices that exists in your IT Park:

-
0
+
Workstations
This package value: R/month
Attention! The selected quantity is no valid
Cloud

We plan and execute the migration of your technological solutions to the cloud in order to reduce costs, number of equipments and internal software to improve the efficiency, security and reliability, information sharing, and mobility with privacy management and training for the collaborative work.

This package includes:

Definition, implementation and Maintenance of the Cloud Solution that better adapts to the company's needs; training, backups' configuration, and data recovery

Please indicate the number of devices that exists in your IT Park:

-
0
+
User/Service
This package value: R/month
Attention! The selected quantity is no valid
Web Solutions

We centralise all the complexity associated with the presence and management of a company online, covering all available and applicable digital promotion actions for each activity field

This package includes:

Creative design, Website development, Social Networking management, Online marketing and hosting

Please select the desired solution:

Unlimited Hosting
Website 3.0
e-Store 3.0
This package value: R/month
Attention! The selected quantity is no valid
Auto Selection

The Auto Selection will help you choose the best selection to your pcm Businesses IT Insurance. Fill the information requested below so we define your profile and adapt our packages to your needs.

After our suggestion, you can individually edit the packages details, if necessary.

Choose the company type
Accountants
Advertising - Agencies and Services
Automotive
Bakeries
Banks
Beauty and Wellness
City Halls
Cleaning and Conservation
Clinical Analysis
Clinics
Construction
Decorators
Disinfection Companies
Doctors
Drugstores
Florists
Furniture
Furniture Movers
Goldsmiths and Jewellers
Gyms
Hair Dressers
Hospitals
Hostels
Hotels
Insurance Companies
IT
Lawyers
Notários
Optometrists
Real estate
Recycle
Restaurants
Schools
Temporary Work
Transportation
Travel
Vigilance
WebDesign
Attention! This selection is not valid
pcm Businesses Lite

The pcm Businesses Lite arises an unique service, with the main goal of providing a simple, complete and accessible answer to all businesses scenarios, from small-companies to big corporations. It is the result of a growing internal strategy established in 2010, that aims the standardisation of the answers given at any Business Technical Assistance Service, adding to this market the pcmedic's characteristics democratisation

This service is included on all pcm Businesses contracts.

Included
on all pcm Businesses Contracts
Office 365

We plan and execute the migration of your technological solutions to the Office 365 in order to reduce costs, number of equipments and internal software to improve the efficiency, security and reliability, information sharing, and mobility with privacy management and training for the collaborative work.

This package includes:

Definition, implementation and Maintenance of the Office 365 Solution that better adapts to the company's needs; training, backups' configuration, and data recovery.

Please indicate the number of devices that exists in your IT Park:

-
0
+
Exchange
-
0
+
essentials
-
0
+
Empresas
-
0
+
Premium
This package value: R/month
Attention! The selected quantity is no valid
Domain

The domain allows you to identify your website online and reinforce your brand. At the same time, the domain can be used to create custom email addresses considering your own image. There are many extensions that allow you to focus more specific markets or to adapt your domain to your field of business.

This package includes:

In subscribing the domain package you benefit from the assistance to register and maintain your company domain: www.mycompany.com, .pt, .net, .es, etc for any place of the world. See the Web solutions package for the development of your company web page.

Please indicate the number of domains that are intended:

-
0
+
Domain
This package value: R/month
Attention! The selected quantity is not valid
Terms and Conditions for SME Services

Pcmedic technical support is provided through the following channels:

  • Technical Support via Telephone (available 24 hours per day, 7 days per week)
  • Remote access support
  • Onsite services provided at the client company facilities
  • Support services including Collection, Repair and Delivery (CRD)

For a more efficient and rapid response, support services are always initiated via telephone and, if necessary, will also use remote access services to the client’s equipment. From this point onwards, the client approves and authorizes the remote access to his/her equipment, as required for a preventive and resolving support.

If remote support is found inadequate, a local on-site service request or CRD service will be scheduled and provided. The selection of intervention method is at the sole discretion of pcmedic, provided that the necessary steps are taken to restore the normal functioning of the IT infrastructure covered by pcmedic services.

The pcmedic service is structured in the context of technological procedures and indexed to the equipment under contract. The intervening actions in the client’s equipment can be all-inclusive or limited to the equipment and services chosen. The pcmedic does not intervene or held responsible for equipment or services excluded from the scope of contracted activity, as well as problems in this scope that are directly or indirectly a result of this exclusion.

The pcmedic support model is designed to prevent problems before they occur, and assumes that the covered equipment is in good working conditions and with infrastructure to ensure the continued stability of the system. Aspects or underlying issues which limit or undermine these assumptions, identified in the initial technical survey or throughout the duration of the contract, may be subject to additional quotes. Any such services, as well as the inclusion of additional equipment or services in the contract, depend on the acceptance of the respective quotes.

The pcmedic binds itself to provide results and not only the availability of resources. Therefore pcmedic requires permissions for management of the covered equipment in order to take all necessary actions to insure the goals inherent to its position. Pcmedic requires its clients to follow good practices and respect any modifications made to accomplish covered objectives or goals covered or those not in the contract. Failure to follow good maintenance and usage practices automatically voids affected equipment or machines from any service or repair.

The PCM contract confers to the client the right to access unlimited service requests on equipment or machines covered by said service contract, for service provisioning within reasonable contextual applicability to the present conditions, with service costs supported by pcmedic for both remote and on-site services. This assumes pcmedic has previously approved the IT infrastructure and usage conditions, having a configuration been identified and applied that is deemed certified by pcmedic and where the customer usage requirements have been safeguarded.

Changes in these requirements, changes in the structure, alterations to existing equipment or structured network, addition of new equipment, installation of new applications or versions, or any other changes that are not directly related to the scope of this service agreement and proposed by pcmedic as means to resolve a problem, are considered excluded from the provision scope and are subject to budgetary analysis and addendum to the contract. Changes should always be made in co-operation with pcmedic and subject to certification; any other modifications cannot be included in the services contract with pcmedic without its prior written consent. Also excluded are problems that result from repeated misuse or failure to meet any good practice and precautionary indications provided by the pcmedic services.

Any violation of the defined usage procedures and indications that directly or indirectly influence systems covered by the pcmedic contract will immediately null and void any service response responsibilies from pcmedic. The client is solely responsible for the legal origin, use and legality of information present in the devices. Pcmedic does not take responsibility for data and/or equipment functionality loss during on-site or remote service interventions, except in cases of proven technical negligence. Additional hardware or software may be subject to budgetary analysis, and any resolution of problems arising from the added or changed environment will be contingent to its respective financial approval and payment.

The client is always to be kept informed about additional services costs not included in the original service contract. The execution of the additional services is always evaluated in terms of technical viability and its implementation depends on the acceptance of extra costs by the client. The client agrees in advance to receive all invoices in electronic format, appropriately certified, unless the contract states otherwise. The client allows the collection of and processing of client information. The client consents to its storage in an appropriate provider-derived database in order for it to be used in client and service management, as well as other communications related to the scope of the relationship.

The present terms do not infringe or overcome on any consumer rights’ directives.

Terms and Conditions for SME Services

Pcmedic technical support is provided through the following channels:

  • Technical Support via Telephone (available 24 hours per day, 7 days per week)
  • Remote access support
  • Onsite services provided at the client company facilities
  • Support services including Collection, Repair and Delivery (CRD)

For a more efficient and rapid response, support services are always initiated via telephone and, if necessary, will also use remote access services to the client’s equipment. From this point onwards, the client approves and authorizes the remote access to his/her equipment, as required for a preventive and resolving support.

If remote support is found inadequate, a local on-site service request or CRD service will be scheduled and provided. The selection of intervention method is at the sole discretion of pcmedic, provided that the necessary steps are taken to restore the normal functioning of the IT infrastructure covered by pcmedic services.

The pcmedic service is structured in the context of technological procedures and indexed to the equipment under contract. The intervening actions in the client’s equipment can be all-inclusive or limited to the equipment and services chosen. The pcmedic does not intervene or held responsible for equipment or services excluded from the scope of contracted activity, as well as problems in this scope that are directly or indirectly a result of this exclusion.

The pcmedic support model is designed to prevent problems before they occur, and assumes that the covered equipment is in good working conditions and with infrastructure to ensure the continued stability of the system. Aspects or underlying issues which limit or undermine these assumptions, identified in the initial technical survey or throughout the duration of the contract, may be subject to additional quotes. Any such services, as well as the inclusion of additional equipment or services in the contract, depend on the acceptance of the respective quotes.

The pcmedic binds itself to provide results and not only the availability of resources. Therefore pcmedic requires permissions for management of the covered equipment in order to take all necessary actions to insure the goals inherent to its position. Pcmedic requires its clients to follow good practices and respect any modifications made to accomplish covered objectives or goals covered or those not in the contract. Failure to follow good maintenance and usage practices automatically voids affected equipment or machines from any service or repair.

The PCM contract confers to the client the right to access unlimited service requests on equipment or machines covered by said service contract, for service provisioning within reasonable contextual applicability to the present conditions, with service costs supported by pcmedic for both remote and on-site services. This assumes pcmedic has previously approved the IT infrastructure and usage conditions, having a configuration been identified and applied that is deemed certified by pcmedic and where the customer usage requirements have been safeguarded.

Changes in these requirements, changes in the structure, alterations to existing equipment or structured network, addition of new equipment, installation of new applications or versions, or any other changes that are not directly related to the scope of this service agreement and proposed by pcmedic as means to resolve a problem, are considered excluded from the provision scope and are subject to budgetary analysis and addendum to the contract. Changes should always be made in co-operation with pcmedic and subject to certification; any other modifications cannot be included in the services contract with pcmedic without its prior written consent. Also excluded are problems that result from repeated misuse or failure to meet any good practice and precautionary indications provided by the pcmedic services.

Any violation of the defined usage procedures and indications that directly or indirectly influence systems covered by the pcmedic contract will immediately null and void any service response responsibilies from pcmedic. The client is solely responsible for the legal origin, use and legality of information present in the devices. Pcmedic does not take responsibility for data and/or equipment functionality loss during on-site or remote service interventions, except in cases of proven technical negligence. Additional hardware or software may be subject to budgetary analysis, and any resolution of problems arising from the added or changed environment will be contingent to its respective financial approval and payment.

The client is always to be kept informed about additional services costs not included in the original service contract. The execution of the additional services is always evaluated in terms of technical viability and its implementation depends on the acceptance of extra costs by the client. The client agrees in advance to receive all invoices in electronic format, appropriately certified, unless the contract states otherwise. The client allows the collection of and processing of client information. The client consents to its storage in an appropriate provider-derived database in order for it to be used in client and service management, as well as other communications related to the scope of the relationship.

The present terms do not infringe or overcome on any consumer rights’ directives.

Terms and Conditions for SME Services

Pcmedic technical support is provided through the following channels:

  • Technical Support via Telephone (available 24 hours per day, 7 days per week)
  • Remote access support
  • Onsite services provided at the client company facilities
  • Support services including Collection, Repair and Delivery (CRD)

For a more efficient and rapid response, support services are always initiated via telephone and, if necessary, will also use remote access services to the client’s equipment. From this point onwards, the client approves and authorizes the remote access to his/her equipment, as required for a preventive and resolving support.

If remote support is found inadequate, a local on-site service request or CRD service will be scheduled and provided. The selection of intervention method is at the sole discretion of pcmedic, provided that the necessary steps are taken to restore the normal functioning of the IT infrastructure covered by pcmedic services.

The pcmedic service is structured in the context of technological procedures and indexed to the equipment under contract. The intervening actions in the client’s equipment can be all-inclusive or limited to the equipment and services chosen. The pcmedic does not intervene or held responsible for equipment or services excluded from the scope of contracted activity, as well as problems in this scope that are directly or indirectly a result of this exclusion.

The pcmedic support model is designed to prevent problems before they occur, and assumes that the covered equipment is in good working conditions and with infrastructure to ensure the continued stability of the system. Aspects or underlying issues which limit or undermine these assumptions, identified in the initial technical survey or throughout the duration of the contract, may be subject to additional quotes. Any such services, as well as the inclusion of additional equipment or services in the contract, depend on the acceptance of the respective quotes.

The pcmedic binds itself to provide results and not only the availability of resources. Therefore pcmedic requires permissions for management of the covered equipment in order to take all necessary actions to insure the goals inherent to its position. Pcmedic requires its clients to follow good practices and respect any modifications made to accomplish covered objectives or goals covered or those not in the contract. Failure to follow good maintenance and usage practices automatically voids affected equipment or machines from any service or repair.

The PCM contract confers to the client the right to access unlimited service requests on equipment or machines covered by said service contract, for service provisioning within reasonable contextual applicability to the present conditions, with service costs supported by pcmedic for both remote and on-site services. This assumes pcmedic has previously approved the IT infrastructure and usage conditions, having a configuration been identified and applied that is deemed certified by pcmedic and where the customer usage requirements have been safeguarded.

Changes in these requirements, changes in the structure, alterations to existing equipment or structured network, addition of new equipment, installation of new applications or versions, or any other changes that are not directly related to the scope of this service agreement and proposed by pcmedic as means to resolve a problem, are considered excluded from the provision scope and are subject to budgetary analysis and addendum to the contract. Changes should always be made in co-operation with pcmedic and subject to certification; any other modifications cannot be included in the services contract with pcmedic without its prior written consent. Also excluded are problems that result from repeated misuse or failure to meet any good practice and precautionary indications provided by the pcmedic services.

Any violation of the defined usage procedures and indications that directly or indirectly influence systems covered by the pcmedic contract will immediately null and void any service response responsibilies from pcmedic. The client is solely responsible for the legal origin, use and legality of information present in the devices. Pcmedic does not take responsibility for data and/or equipment functionality loss during on-site or remote service interventions, except in cases of proven technical negligence. Additional hardware or software may be subject to budgetary analysis, and any resolution of problems arising from the added or changed environment will be contingent to its respective financial approval and payment.

The client is always to be kept informed about additional services costs not included in the original service contract. The execution of the additional services is always evaluated in terms of technical viability and its implementation depends on the acceptance of extra costs by the client. The client agrees in advance to receive all invoices in electronic format, appropriately certified, unless the contract states otherwise. The client allows the collection of and processing of client information. The client consents to its storage in an appropriate provider-derived database in order for it to be used in client and service management, as well as other communications related to the scope of the relationship.

The present terms do not infringe or overcome on any consumer rights’ directives.

Terms and Conditions for SME Services

Pcmedic technical support is provided through the following channels:

  • Technical Support via Telephone (available 24 hours per day, 7 days per week)
  • Remote access support
  • Onsite services provided at the client company facilities
  • Support services including Collection, Repair and Delivery (CRD)

For a more efficient and rapid response, support services are always initiated via telephone and, if necessary, will also use remote access services to the client’s equipment. From this point onwards, the client approves and authorizes the remote access to his/her equipment, as required for a preventive and resolving support.

If remote support is found inadequate, a local on-site service request or CRD service will be scheduled and provided. The selection of intervention method is at the sole discretion of pcmedic, provided that the necessary steps are taken to restore the normal functioning of the IT infrastructure covered by pcmedic services.

The pcmedic service is structured in the context of technological procedures and indexed to the equipment under contract. The intervening actions in the client’s equipment can be all-inclusive or limited to the equipment and services chosen. The pcmedic does not intervene or held responsible for equipment or services excluded from the scope of contracted activity, as well as problems in this scope that are directly or indirectly a result of this exclusion.

The pcmedic support model is designed to prevent problems before they occur, and assumes that the covered equipment is in good working conditions and with infrastructure to ensure the continued stability of the system. Aspects or underlying issues which limit or undermine these assumptions, identified in the initial technical survey or throughout the duration of the contract, may be subject to additional quotes. Any such services, as well as the inclusion of additional equipment or services in the contract, depend on the acceptance of the respective quotes.

The pcmedic binds itself to provide results and not only the availability of resources. Therefore pcmedic requires permissions for management of the covered equipment in order to take all necessary actions to insure the goals inherent to its position. Pcmedic requires its clients to follow good practices and respect any modifications made to accomplish covered objectives or goals covered or those not in the contract. Failure to follow good maintenance and usage practices automatically voids affected equipment or machines from any service or repair.

The PCM contract confers to the client the right to access unlimited service requests on equipment or machines covered by said service contract, for service provisioning within reasonable contextual applicability to the present conditions, with service costs supported by pcmedic for both remote and on-site services. This assumes pcmedic has previously approved the IT infrastructure and usage conditions, having a configuration been identified and applied that is deemed certified by pcmedic and where the customer usage requirements have been safeguarded.

Changes in these requirements, changes in the structure, alterations to existing equipment or structured network, addition of new equipment, installation of new applications or versions, or any other changes that are not directly related to the scope of this service agreement and proposed by pcmedic as means to resolve a problem, are considered excluded from the provision scope and are subject to budgetary analysis and addendum to the contract. Changes should always be made in co-operation with pcmedic and subject to certification; any other modifications cannot be included in the services contract with pcmedic without its prior written consent. Also excluded are problems that result from repeated misuse or failure to meet any good practice and precautionary indications provided by the pcmedic services.

Any violation of the defined usage procedures and indications that directly or indirectly influence systems covered by the pcmedic contract will immediately null and void any service response responsibilies from pcmedic. The client is solely responsible for the legal origin, use and legality of information present in the devices. Pcmedic does not take responsibility for data and/or equipment functionality loss during on-site or remote service interventions, except in cases of proven technical negligence. Additional hardware or software may be subject to budgetary analysis, and any resolution of problems arising from the added or changed environment will be contingent to its respective financial approval and payment.

The client is always to be kept informed about additional services costs not included in the original service contract. The execution of the additional services is always evaluated in terms of technical viability and its implementation depends on the acceptance of extra costs by the client. The client agrees in advance to receive all invoices in electronic format, appropriately certified, unless the contract states otherwise. The client allows the collection of and processing of client information. The client consents to its storage in an appropriate provider-derived database in order for it to be used in client and service management, as well as other communications related to the scope of the relationship.

The present terms do not infringe or overcome on any consumer rights’ directives.

Terms and Conditions for SME Services

Pcmedic technical support is provided through the following channels:

  • Technical Support via Telephone (available 24 hours per day, 7 days per week)
  • Remote access support
  • Onsite services provided at the client company facilities
  • Support services including Collection, Repair and Delivery (CRD)

For a more efficient and rapid response, support services are always initiated via telephone and, if necessary, will also use remote access services to the client’s equipment. From this point onwards, the client approves and authorizes the remote access to his/her equipment, as required for a preventive and resolving support.

If remote support is found inadequate, a local on-site service request or CRD service will be scheduled and provided. The selection of intervention method is at the sole discretion of pcmedic, provided that the necessary steps are taken to restore the normal functioning of the IT infrastructure covered by pcmedic services.

The pcmedic service is structured in the context of technological procedures and indexed to the equipment under contract. The intervening actions in the client’s equipment can be all-inclusive or limited to the equipment and services chosen. The pcmedic does not intervene or held responsible for equipment or services excluded from the scope of contracted activity, as well as problems in this scope that are directly or indirectly a result of this exclusion.

The pcmedic support model is designed to prevent problems before they occur, and assumes that the covered equipment is in good working conditions and with infrastructure to ensure the continued stability of the system. Aspects or underlying issues which limit or undermine these assumptions, identified in the initial technical survey or throughout the duration of the contract, may be subject to additional quotes. Any such services, as well as the inclusion of additional equipment or services in the contract, depend on the acceptance of the respective quotes.

The pcmedic binds itself to provide results and not only the availability of resources. Therefore pcmedic requires permissions for management of the covered equipment in order to take all necessary actions to insure the goals inherent to its position. Pcmedic requires its clients to follow good practices and respect any modifications made to accomplish covered objectives or goals covered or those not in the contract. Failure to follow good maintenance and usage practices automatically voids affected equipment or machines from any service or repair.

The PCM contract confers to the client the right to access unlimited service requests on equipment or machines covered by said service contract, for service provisioning within reasonable contextual applicability to the present conditions, with service costs supported by pcmedic for both remote and on-site services. This assumes pcmedic has previously approved the IT infrastructure and usage conditions, having a configuration been identified and applied that is deemed certified by pcmedic and where the customer usage requirements have been safeguarded.

Changes in these requirements, changes in the structure, alterations to existing equipment or structured network, addition of new equipment, installation of new applications or versions, or any other changes that are not directly related to the scope of this service agreement and proposed by pcmedic as means to resolve a problem, are considered excluded from the provision scope and are subject to budgetary analysis and addendum to the contract. Changes should always be made in co-operation with pcmedic and subject to certification; any other modifications cannot be included in the services contract with pcmedic without its prior written consent. Also excluded are problems that result from repeated misuse or failure to meet any good practice and precautionary indications provided by the pcmedic services.

Any violation of the defined usage procedures and indications that directly or indirectly influence systems covered by the pcmedic contract will immediately null and void any service response responsibilies from pcmedic. The client is solely responsible for the legal origin, use and legality of information present in the devices. Pcmedic does not take responsibility for data and/or equipment functionality loss during on-site or remote service interventions, except in cases of proven technical negligence. Additional hardware or software may be subject to budgetary analysis, and any resolution of problems arising from the added or changed environment will be contingent to its respective financial approval and payment.

The client is always to be kept informed about additional services costs not included in the original service contract. The execution of the additional services is always evaluated in terms of technical viability and its implementation depends on the acceptance of extra costs by the client. The client agrees in advance to receive all invoices in electronic format, appropriately certified, unless the contract states otherwise. The client allows the collection of and processing of client information. The client consents to its storage in an appropriate provider-derived database in order for it to be used in client and service management, as well as other communications related to the scope of the relationship.

The present terms do not infringe or overcome on any consumer rights’ directives.

Software

Additional services provided for the preventative and reactive maintenance of the working stations include: problem resolution, system configuration that meets users’ needs, configuration of security settings and other measures which ensure maximum machine performance.

Typical services provided by this module are, for example: virus removal, reinstallation of the operating system, configuration of an e-mail network, program updating, connecting to the iCloud, Office, Office 365 and configuration of the shared resources access.

Any private devices or applications, invoicing software (see Invoicing Software) or another application which is not a part of a traditionally defined work context are not included in the scope of contracted services. This includes server, services backup and data retrieval. The client is responsible for back-ups of the machines. In order to delegate this task to pcmedic management, the client should consider using pcmedic Backup module.

Terms and Conditions for SME Services

Pcmedic technical support is provided through the following channels:

  • Technical Support via Telephone (available 24 hours per day, 7 days per week)
  • Remote access support
  • Onsite services provided at the client company facilities
  • Support services including Collection, Repair and Delivery (CRD)

For a more efficient and rapid response, support services are always initiated via telephone and, if necessary, will also use remote access services to the client’s equipment. From this point onwards, the client approves and authorizes the remote access to his/her equipment, as required for a preventive and resolving support.

If remote support is found inadequate, a local on-site service request or CRD service will be scheduled and provided. The selection of intervention method is at the sole discretion of pcmedic, provided that the necessary steps are taken to restore the normal functioning of the IT infrastructure covered by pcmedic services.

The pcmedic service is structured in the context of technological procedures and indexed to the equipment under contract. The intervening actions in the client’s equipment can be all-inclusive or limited to the equipment and services chosen. The pcmedic does not intervene or held responsible for equipment or services excluded from the scope of contracted activity, as well as problems in this scope that are directly or indirectly a result of this exclusion.

The pcmedic support model is designed to prevent problems before they occur, and assumes that the covered equipment is in good working conditions and with infrastructure to ensure the continued stability of the system. Aspects or underlying issues which limit or undermine these assumptions, identified in the initial technical survey or throughout the duration of the contract, may be subject to additional quotes. Any such services, as well as the inclusion of additional equipment or services in the contract, depend on the acceptance of the respective quotes.

The pcmedic binds itself to provide results and not only the availability of resources. Therefore pcmedic requires permissions for management of the covered equipment in order to take all necessary actions to insure the goals inherent to its position. Pcmedic requires its clients to follow good practices and respect any modifications made to accomplish covered objectives or goals covered or those not in the contract. Failure to follow good maintenance and usage practices automatically voids affected equipment or machines from any service or repair.

The PCM contract confers to the client the right to access unlimited service requests on equipment or machines covered by said service contract, for service provisioning within reasonable contextual applicability to the present conditions, with service costs supported by pcmedic for both remote and on-site services. This assumes pcmedic has previously approved the IT infrastructure and usage conditions, having a configuration been identified and applied that is deemed certified by pcmedic and where the customer usage requirements have been safeguarded.

Changes in these requirements, changes in the structure, alterations to existing equipment or structured network, addition of new equipment, installation of new applications or versions, or any other changes that are not directly related to the scope of this service agreement and proposed by pcmedic as means to resolve a problem, are considered excluded from the provision scope and are subject to budgetary analysis and addendum to the contract. Changes should always be made in co-operation with pcmedic and subject to certification; any other modifications cannot be included in the services contract with pcmedic without its prior written consent. Also excluded are problems that result from repeated misuse or failure to meet any good practice and precautionary indications provided by the pcmedic services.

Any violation of the defined usage procedures and indications that directly or indirectly influence systems covered by the pcmedic contract will immediately null and void any service response responsibilies from pcmedic. The client is solely responsible for the legal origin, use and legality of information present in the devices. Pcmedic does not take responsibility for data and/or equipment functionality loss during on-site or remote service interventions, except in cases of proven technical negligence. Additional hardware or software may be subject to budgetary analysis, and any resolution of problems arising from the added or changed environment will be contingent to its respective financial approval and payment.

The client is always to be kept informed about additional services costs not included in the original service contract. The execution of the additional services is always evaluated in terms of technical viability and its implementation depends on the acceptance of extra costs by the client. The client agrees in advance to receive all invoices in electronic format, appropriately certified, unless the contract states otherwise. The client allows the collection of and processing of client information. The client consents to its storage in an appropriate provider-derived database in order for it to be used in client and service management, as well as other communications related to the scope of the relationship.

The present terms do not infringe or overcome on any consumer rights’ directives.

Hardware

The Hardware module is designed to insure the proper functioning conditions of the hardware of the insured equipment, with the goal of preventing faults and physical intervention whenever necessary. Such services can consist of:

  • Internal physical intervention and maintenance of equipment
  • Pick-up and delivery for laboratory services
  • Electronic repair & recovery
  • This module includes transport and labour costs

The contracted services do not include the cost of any components or spares that may be needed for the repair service. Whenever these are necessary to proceed with the repair process, it will be subject supplier availability and to quotation; the effective problem resolution will be contingent on the adjudication of such quote by the client.

Some typical services included in this module are: logical recovery of damaged hard drive sectors, RAM replacement, monitor substitution and connector or PC charger repair.

Together with the Software Module, this service represents an integrated guarantee of proper equipment performance and responds to any repair service as necessary, without additional costs in and out of the manufacturer’s warranty period.

The contracted services do not cover cleaning services, components alteration, modification of equipment features, repair of aesthetic damage, damage due to dropping or otherwise any handling contrary to the manufacturer's or pcmedic instructions, or damage resulting from external factors to the equipment itself. This service focusses on desktop and laptop computers. Any other devices may be subject to additional charges or budget analysis.

In order to avoid interruptions while the equipment is being repaired, you should consider adding the Replacement Equipment option to your contract.

Terms and Conditions for SME Services

Pcmedic technical support is provided through the following channels:

  • Technical Support via Telephone (available 24 hours per day, 7 days per week)
  • Remote access support
  • Onsite services provided at the client company facilities
  • Support services including Collection, Repair and Delivery (CRD)

For a more efficient and rapid response, support services are always initiated via telephone and, if necessary, will also use remote access services to the client’s equipment. From this point onwards, the client approves and authorizes the remote access to his/her equipment, as required for a preventive and resolving support.

If remote support is found inadequate, a local on-site service request or CRD service will be scheduled and provided. The selection of intervention method is at the sole discretion of pcmedic, provided that the necessary steps are taken to restore the normal functioning of the IT infrastructure covered by pcmedic services.

The pcmedic service is structured in the context of technological procedures and indexed to the equipment under contract. The intervening actions in the client’s equipment can be all-inclusive or limited to the equipment and services chosen. The pcmedic does not intervene or held responsible for equipment or services excluded from the scope of contracted activity, as well as problems in this scope that are directly or indirectly a result of this exclusion.

The pcmedic support model is designed to prevent problems before they occur, and assumes that the covered equipment is in good working conditions and with infrastructure to ensure the continued stability of the system. Aspects or underlying issues which limit or undermine these assumptions, identified in the initial technical survey or throughout the duration of the contract, may be subject to additional quotes. Any such services, as well as the inclusion of additional equipment or services in the contract, depend on the acceptance of the respective quotes.

The pcmedic binds itself to provide results and not only the availability of resources. Therefore pcmedic requires permissions for management of the covered equipment in order to take all necessary actions to insure the goals inherent to its position. Pcmedic requires its clients to follow good practices and respect any modifications made to accomplish covered objectives or goals covered or those not in the contract. Failure to follow good maintenance and usage practices automatically voids affected equipment or machines from any service or repair.

The PCM contract confers to the client the right to access unlimited service requests on equipment or machines covered by said service contract, for service provisioning within reasonable contextual applicability to the present conditions, with service costs supported by pcmedic for both remote and on-site services. This assumes pcmedic has previously approved the IT infrastructure and usage conditions, having a configuration been identified and applied that is deemed certified by pcmedic and where the customer usage requirements have been safeguarded.

Changes in these requirements, changes in the structure, alterations to existing equipment or structured network, addition of new equipment, installation of new applications or versions, or any other changes that are not directly related to the scope of this service agreement and proposed by pcmedic as means to resolve a problem, are considered excluded from the provision scope and are subject to budgetary analysis and addendum to the contract. Changes should always be made in co-operation with pcmedic and subject to certification; any other modifications cannot be included in the services contract with pcmedic without its prior written consent. Also excluded are problems that result from repeated misuse or failure to meet any good practice and precautionary indications provided by the pcmedic services.

Any violation of the defined usage procedures and indications that directly or indirectly influence systems covered by the pcmedic contract will immediately null and void any service response responsibilies from pcmedic. The client is solely responsible for the legal origin, use and legality of information present in the devices. Pcmedic does not take responsibility for data and/or equipment functionality loss during on-site or remote service interventions, except in cases of proven technical negligence. Additional hardware or software may be subject to budgetary analysis, and any resolution of problems arising from the added or changed environment will be contingent to its respective financial approval and payment.

The client is always to be kept informed about additional services costs not included in the original service contract. The execution of the additional services is always evaluated in terms of technical viability and its implementation depends on the acceptance of extra costs by the client. The client agrees in advance to receive all invoices in electronic format, appropriately certified, unless the contract states otherwise. The client allows the collection of and processing of client information. The client consents to its storage in an appropriate provider-derived database in order for it to be used in client and service management, as well as other communications related to the scope of the relationship.

The present terms do not infringe or overcome on any consumer rights’ directives.

Replacement Equipment

The Replacement Module entitles the client to replacement equipment for the duration of the repair process of any equipment certified and subscribed to the Software and Hardware modules. Contingent on stock availability from pcmedic, the loan equipment will not be necessarily the same but will be equivalent to the original equipment, having as similar characteristics as possible to reduce the client’s inconvenience as much as possible. The replacement equipment will be as equipped as possible to maintain the client’s normal operations, including technical features, operating system, installed applications, settings for network, server and/or Cloud access, email accounts and, where possible, restoration of stored data (requires the Backup module).

Depending on device availability and preparation effort, the replacement device may not be available immediately. Therefore, this module does not guarantee uninterrupted usage of the client, but reduces downtime to a minimum. The delivery and installation of any replacement machines is generally performed when picking up the machine to be repaired. For this purpose, the service level response time as defined in the related modules may be extended to accommodate the present process.

The equipment on loan is owned by pcmedic. The customer is its bona fide custodian during the period in which the equipment is in use and until it is taken back by pcmedic. The client must ensure that:

  • The loan machine is used under normal conditions and in accordance with the purposes for which it was programmed, observing and complying with any instruction, manual or technical requirements of pcmedic
  • The loan machine is not subjected to abnormal or faulty electrical power supply
  • The loan machine’s hardware or software is not altered or repaired except with written permission from pcmedic

If the loan machine needs to be repaired due to any breach of the aforementioned conditions, accident or misconduct as deemed by pcmedic, technical assistance will be billed separately to the customer according to the current service price table.

Terms and Conditions for SME Services

Pcmedic technical support is provided through the following channels:

  • Technical Support via Telephone (available 24 hours per day, 7 days per week)
  • Remote access support
  • Onsite services provided at the client company facilities
  • Support services including Collection, Repair and Delivery (CRD)

For a more efficient and rapid response, support services are always initiated via telephone and, if necessary, will also use remote access services to the client’s equipment. From this point onwards, the client approves and authorizes the remote access to his/her equipment, as required for a preventive and resolving support.

If remote support is found inadequate, a local on-site service request or CRD service will be scheduled and provided. The selection of intervention method is at the sole discretion of pcmedic, provided that the necessary steps are taken to restore the normal functioning of the IT infrastructure covered by pcmedic services.

The pcmedic service is structured in the context of technological procedures and indexed to the equipment under contract. The intervening actions in the client’s equipment can be all-inclusive or limited to the equipment and services chosen. The pcmedic does not intervene or held responsible for equipment or services excluded from the scope of contracted activity, as well as problems in this scope that are directly or indirectly a result of this exclusion.

The pcmedic support model is designed to prevent problems before they occur, and assumes that the covered equipment is in good working conditions and with infrastructure to ensure the continued stability of the system. Aspects or underlying issues which limit or undermine these assumptions, identified in the initial technical survey or throughout the duration of the contract, may be subject to additional quotes. Any such services, as well as the inclusion of additional equipment or services in the contract, depend on the acceptance of the respective quotes.

The pcmedic binds itself to provide results and not only the availability of resources. Therefore pcmedic requires permissions for management of the covered equipment in order to take all necessary actions to insure the goals inherent to its position. Pcmedic requires its clients to follow good practices and respect any modifications made to accomplish covered objectives or goals covered or those not in the contract. Failure to follow good maintenance and usage practices automatically voids affected equipment or machines from any service or repair.

The PCM contract confers to the client the right to access unlimited service requests on equipment or machines covered by said service contract, for service provisioning within reasonable contextual applicability to the present conditions, with service costs supported by pcmedic for both remote and on-site services. This assumes pcmedic has previously approved the IT infrastructure and usage conditions, having a configuration been identified and applied that is deemed certified by pcmedic and where the customer usage requirements have been safeguarded.

Changes in these requirements, changes in the structure, alterations to existing equipment or structured network, addition of new equipment, installation of new applications or versions, or any other changes that are not directly related to the scope of this service agreement and proposed by pcmedic as means to resolve a problem, are considered excluded from the provision scope and are subject to budgetary analysis and addendum to the contract. Changes should always be made in co-operation with pcmedic and subject to certification; any other modifications cannot be included in the services contract with pcmedic without its prior written consent. Also excluded are problems that result from repeated misuse or failure to meet any good practice and precautionary indications provided by the pcmedic services.

Any violation of the defined usage procedures and indications that directly or indirectly influence systems covered by the pcmedic contract will immediately null and void any service response responsibilies from pcmedic. The client is solely responsible for the legal origin, use and legality of information present in the devices. Pcmedic does not take responsibility for data and/or equipment functionality loss during on-site or remote service interventions, except in cases of proven technical negligence. Additional hardware or software may be subject to budgetary analysis, and any resolution of problems arising from the added or changed environment will be contingent to its respective financial approval and payment.

The client is always to be kept informed about additional services costs not included in the original service contract. The execution of the additional services is always evaluated in terms of technical viability and its implementation depends on the acceptance of extra costs by the client. The client agrees in advance to receive all invoices in electronic format, appropriately certified, unless the contract states otherwise. The client allows the collection of and processing of client information. The client consents to its storage in an appropriate provider-derived database in order for it to be used in client and service management, as well as other communications related to the scope of the relationship.

The present terms do not infringe or overcome on any consumer rights’ directives.

Backup

The Backup Module is like an insurance policy for the most valuable asset of any business – data, including documents, databases, email, system settings, and multimedia. With this module, in any given situation, Pcmedic services will be responsible for the identification, implementation and ongoing maintenance of the best mechanisms available for data backup, including:

  • Analysis of the best software platform or scripting solution to automate the backup process
  • Definition and parameterization of the most suitable frequency for recycling data
  • Consultation, identification and analysis of any equipment or services necessary for the safe storage of data. Usual possibilities include, in order of efficiency:
    • Own workstation, same physical device
    • Own workstation, diverse physical device
    • NAS
    • Server
    • Cloud
    • Integrated combination of these instruments
  • Preventative action by mechanisms designed to stop corruption of data, including anti-malware solutions
  • Implementation and maintenance of security devices against unauthorized access

The implementation of the features listed may require the purchase of software, hardware or subscription to external storage services; it is excluded from the scope of the contract and is subject to budgetary cost analysis.

It is not possible to give an absolute guarantee about the data, but this module reduces the risk of loss of data to 0.1 %, using double or triple redundancy, depending on the requirements defined by the customer. Therefore, even with this module at its maximum efficiency, there is always a risk of loss of data; pcmedic is held responsible for data loss only in cases of technical misconduct.

The client declares that is unilaterally and solely responsible for the legality, contents, use, origin and legitimacy of the data on their machines.

To ensure the absolute security of information and efficiency in data sharing, you should consider including the Resource and Network Sharing Server module in your contract.

Terms and Conditions for SME Services

Pcmedic technical support is provided through the following channels:

  • Technical Support via Telephone (available 24 hours per day, 7 days per week)
  • Remote access support
  • Onsite services provided at the client company facilities
  • Support services including Collection, Repair and Delivery (CRD)

For a more efficient and rapid response, support services are always initiated via telephone and, if necessary, will also use remote access services to the client’s equipment. From this point onwards, the client approves and authorizes the remote access to his/her equipment, as required for a preventive and resolving support.

If remote support is found inadequate, a local on-site service request or CRD service will be scheduled and provided. The selection of intervention method is at the sole discretion of pcmedic, provided that the necessary steps are taken to restore the normal functioning of the IT infrastructure covered by pcmedic services.

The pcmedic service is structured in the context of technological procedures and indexed to the equipment under contract. The intervening actions in the client’s equipment can be all-inclusive or limited to the equipment and services chosen. The pcmedic does not intervene or held responsible for equipment or services excluded from the scope of contracted activity, as well as problems in this scope that are directly or indirectly a result of this exclusion.

The pcmedic support model is designed to prevent problems before they occur, and assumes that the covered equipment is in good working conditions and with infrastructure to ensure the continued stability of the system. Aspects or underlying issues which limit or undermine these assumptions, identified in the initial technical survey or throughout the duration of the contract, may be subject to additional quotes. Any such services, as well as the inclusion of additional equipment or services in the contract, depend on the acceptance of the respective quotes.

The pcmedic binds itself to provide results and not only the availability of resources. Therefore pcmedic requires permissions for management of the covered equipment in order to take all necessary actions to insure the goals inherent to its position. Pcmedic requires its clients to follow good practices and respect any modifications made to accomplish covered objectives or goals covered or those not in the contract. Failure to follow good maintenance and usage practices automatically voids affected equipment or machines from any service or repair.

The PCM contract confers to the client the right to access unlimited service requests on equipment or machines covered by said service contract, for service provisioning within reasonable contextual applicability to the present conditions, with service costs supported by pcmedic for both remote and on-site services. This assumes pcmedic has previously approved the IT infrastructure and usage conditions, having a configuration been identified and applied that is deemed certified by pcmedic and where the customer usage requirements have been safeguarded.

Changes in these requirements, changes in the structure, alterations to existing equipment or structured network, addition of new equipment, installation of new applications or versions, or any other changes that are not directly related to the scope of this service agreement and proposed by pcmedic as means to resolve a problem, are considered excluded from the provision scope and are subject to budgetary analysis and addendum to the contract. Changes should always be made in co-operation with pcmedic and subject to certification; any other modifications cannot be included in the services contract with pcmedic without its prior written consent. Also excluded are problems that result from repeated misuse or failure to meet any good practice and precautionary indications provided by the pcmedic services.

Any violation of the defined usage procedures and indications that directly or indirectly influence systems covered by the pcmedic contract will immediately null and void any service response responsibilies from pcmedic. The client is solely responsible for the legal origin, use and legality of information present in the devices. Pcmedic does not take responsibility for data and/or equipment functionality loss during on-site or remote service interventions, except in cases of proven technical negligence. Additional hardware or software may be subject to budgetary analysis, and any resolution of problems arising from the added or changed environment will be contingent to its respective financial approval and payment.

The client is always to be kept informed about additional services costs not included in the original service contract. The execution of the additional services is always evaluated in terms of technical viability and its implementation depends on the acceptance of extra costs by the client. The client agrees in advance to receive all invoices in electronic format, appropriately certified, unless the contract states otherwise. The client allows the collection of and processing of client information. The client consents to its storage in an appropriate provider-derived database in order for it to be used in client and service management, as well as other communications related to the scope of the relationship.

The present terms do not infringe or overcome on any consumer rights’ directives.

Shared Resources Server

Application recovery service for secured servers supported by preventive and reactive maintenance of the operating system and applications present in the devices; this is provided by troubleshooting, optimization, parameterization of adaptation to the needs of the users, security settings, and other features to ensure that the client takes as much advantage as possible of the systems, responding to his functional needs including access to shared resources.

Areas of specialization:

  • Application Servers
  • File Servers
  • Resource sharing
  • Security configuration
  • Active Directory
  • Sharepoint services
  • Network integration
  • Configuration implementation and maintenance of security policies, divided by user and work group, with access management and ongoing control of reading, writing and/or execution.
  • Implementation of mechanisms for collaborative work, allowing simultaneous file use by multiple users.

Examples of common services handled by this module are managing network users and maintaining policies of privacy and sharing.

Servers with proprietary features, backup and data recovery services are excluded from the contract scope; customers are responsible for safeguarding data stored on their equipment. If you wish pcmedic to take responsibility for backup, consider including the Backup module in your solution.

Terms and Conditions for SME Services

Pcmedic technical support is provided through the following channels:

  • Technical Support via Telephone (available 24 hours per day, 7 days per week)
  • Remote access support
  • Onsite services provided at the client company facilities
  • Support services including Collection, Repair and Delivery (CRD)

For a more efficient and rapid response, support services are always initiated via telephone and, if necessary, will also use remote access services to the client’s equipment. From this point onwards, the client approves and authorizes the remote access to his/her equipment, as required for a preventive and resolving support.

If remote support is found inadequate, a local on-site service request or CRD service will be scheduled and provided. The selection of intervention method is at the sole discretion of pcmedic, provided that the necessary steps are taken to restore the normal functioning of the IT infrastructure covered by pcmedic services.

The pcmedic service is structured in the context of technological procedures and indexed to the equipment under contract. The intervening actions in the client’s equipment can be all-inclusive or limited to the equipment and services chosen. The pcmedic does not intervene or held responsible for equipment or services excluded from the scope of contracted activity, as well as problems in this scope that are directly or indirectly a result of this exclusion.

The pcmedic support model is designed to prevent problems before they occur, and assumes that the covered equipment is in good working conditions and with infrastructure to ensure the continued stability of the system. Aspects or underlying issues which limit or undermine these assumptions, identified in the initial technical survey or throughout the duration of the contract, may be subject to additional quotes. Any such services, as well as the inclusion of additional equipment or services in the contract, depend on the acceptance of the respective quotes.

The pcmedic binds itself to provide results and not only the availability of resources. Therefore pcmedic requires permissions for management of the covered equipment in order to take all necessary actions to insure the goals inherent to its position. Pcmedic requires its clients to follow good practices and respect any modifications made to accomplish covered objectives or goals covered or those not in the contract. Failure to follow good maintenance and usage practices automatically voids affected equipment or machines from any service or repair.

The PCM contract confers to the client the right to access unlimited service requests on equipment or machines covered by said service contract, for service provisioning within reasonable contextual applicability to the present conditions, with service costs supported by pcmedic for both remote and on-site services. This assumes pcmedic has previously approved the IT infrastructure and usage conditions, having a configuration been identified and applied that is deemed certified by pcmedic and where the customer usage requirements have been safeguarded.

Changes in these requirements, changes in the structure, alterations to existing equipment or structured network, addition of new equipment, installation of new applications or versions, or any other changes that are not directly related to the scope of this service agreement and proposed by pcmedic as means to resolve a problem, are considered excluded from the provision scope and are subject to budgetary analysis and addendum to the contract. Changes should always be made in co-operation with pcmedic and subject to certification; any other modifications cannot be included in the services contract with pcmedic without its prior written consent. Also excluded are problems that result from repeated misuse or failure to meet any good practice and precautionary indications provided by the pcmedic services.

Any violation of the defined usage procedures and indications that directly or indirectly influence systems covered by the pcmedic contract will immediately null and void any service response responsibilies from pcmedic. The client is solely responsible for the legal origin, use and legality of information present in the devices. Pcmedic does not take responsibility for data and/or equipment functionality loss during on-site or remote service interventions, except in cases of proven technical negligence. Additional hardware or software may be subject to budgetary analysis, and any resolution of problems arising from the added or changed environment will be contingent to its respective financial approval and payment.

The client is always to be kept informed about additional services costs not included in the original service contract. The execution of the additional services is always evaluated in terms of technical viability and its implementation depends on the acceptance of extra costs by the client. The client agrees in advance to receive all invoices in electronic format, appropriately certified, unless the contract states otherwise. The client allows the collection of and processing of client information. The client consents to its storage in an appropriate provider-derived database in order for it to be used in client and service management, as well as other communications related to the scope of the relationship.

The present terms do not infringe or overcome on any consumer rights’ directives.

Network

The Network module transfers the responsibility for the management and operation of the client’s existing network infrastructure to pcmedic, including:

  • Management of wired and wireless network access from workstations
  • Maintenance and management of shared resources, such as files and printers
  • Maintenance and monitoring of secure external or remote access
  • Maintenance of physical cabling infrastructure
  • Security monitoring and consultancy
  • Qualification and management of network devices, such as routers and switches
  • Management of network configurations on the routers, including DHCP, DNS, NIS, VPN, IIS and firewall services
  • Optimizations of Internet access, including restricting access, QoS, management of ports and blocking of unnecessary protocols
  • Technical certification of the structured network
  • Centralized network management, where applicable

The implementation of the listed features may require an initial restructuring of the network. This may involve the configuration of services for the network beyond its normal continuous maintenance process, as well as possible acquisition of software, hardware or subscription to external services. These are excluded from the scope of the contract and subject to budgetary cost analysis.

The scope of this module is restricted to the operation of the structured network, excluding actions on devices connected to said network which may be a source of problems that interfere with the network’s correct operation.

Terms and Conditions for SME Services

Pcmedic technical support is provided through the following channels:

  • Technical Support via Telephone (available 24 hours per day, 7 days per week)
  • Remote access support
  • Onsite services provided at the client company facilities
  • Support services including Collection, Repair and Delivery (CRD)

For a more efficient and rapid response, support services are always initiated via telephone and, if necessary, will also use remote access services to the client’s equipment. From this point onwards, the client approves and authorizes the remote access to his/her equipment, as required for a preventive and resolving support.

If remote support is found inadequate, a local on-site service request or CRD service will be scheduled and provided. The selection of intervention method is at the sole discretion of pcmedic, provided that the necessary steps are taken to restore the normal functioning of the IT infrastructure covered by pcmedic services.

The pcmedic service is structured in the context of technological procedures and indexed to the equipment under contract. The intervening actions in the client’s equipment can be all-inclusive or limited to the equipment and services chosen. The pcmedic does not intervene or held responsible for equipment or services excluded from the scope of contracted activity, as well as problems in this scope that are directly or indirectly a result of this exclusion.

The pcmedic support model is designed to prevent problems before they occur, and assumes that the covered equipment is in good working conditions and with infrastructure to ensure the continued stability of the system. Aspects or underlying issues which limit or undermine these assumptions, identified in the initial technical survey or throughout the duration of the contract, may be subject to additional quotes. Any such services, as well as the inclusion of additional equipment or services in the contract, depend on the acceptance of the respective quotes.

The pcmedic binds itself to provide results and not only the availability of resources. Therefore pcmedic requires permissions for management of the covered equipment in order to take all necessary actions to insure the goals inherent to its position. Pcmedic requires its clients to follow good practices and respect any modifications made to accomplish covered objectives or goals covered or those not in the contract. Failure to follow good maintenance and usage practices automatically voids affected equipment or machines from any service or repair.

The PCM contract confers to the client the right to access unlimited service requests on equipment or machines covered by said service contract, for service provisioning within reasonable contextual applicability to the present conditions, with service costs supported by pcmedic for both remote and on-site services. This assumes pcmedic has previously approved the IT infrastructure and usage conditions, having a configuration been identified and applied that is deemed certified by pcmedic and where the customer usage requirements have been safeguarded.

Changes in these requirements, changes in the structure, alterations to existing equipment or structured network, addition of new equipment, installation of new applications or versions, or any other changes that are not directly related to the scope of this service agreement and proposed by pcmedic as means to resolve a problem, are considered excluded from the provision scope and are subject to budgetary analysis and addendum to the contract. Changes should always be made in co-operation with pcmedic and subject to certification; any other modifications cannot be included in the services contract with pcmedic without its prior written consent. Also excluded are problems that result from repeated misuse or failure to meet any good practice and precautionary indications provided by the pcmedic services.

Any violation of the defined usage procedures and indications that directly or indirectly influence systems covered by the pcmedic contract will immediately null and void any service response responsibilies from pcmedic. The client is solely responsible for the legal origin, use and legality of information present in the devices. Pcmedic does not take responsibility for data and/or equipment functionality loss during on-site or remote service interventions, except in cases of proven technical negligence. Additional hardware or software may be subject to budgetary analysis, and any resolution of problems arising from the added or changed environment will be contingent to its respective financial approval and payment.

The client is always to be kept informed about additional services costs not included in the original service contract. The execution of the additional services is always evaluated in terms of technical viability and its implementation depends on the acceptance of extra costs by the client. The client agrees in advance to receive all invoices in electronic format, appropriately certified, unless the contract states otherwise. The client allows the collection of and processing of client information. The client consents to its storage in an appropriate provider-derived database in order for it to be used in client and service management, as well as other communications related to the scope of the relationship.

The present terms do not infringe or overcome on any consumer rights’ directives.

Management

pcmedic offers software invoicing solutions designed for the national market which uses certified channels. This package provides all remote and local services to ensure the operation of these platforms, including direct intervention on one server and access to each workstation.

Services included are:

  • Technical support by telephone;
  • Remote technical support limited to blocked operations;
  • Updates of the application limited to compulsory issues (statutory or blockages in operation);
  • Home technical support whenever remote access is insufficient.

Services excluded are:

  • Initial installation/implementation;
  • Installing new versions;
  • Training;
  • Setting up customized reporting.

The warranty assented in this package assumes that the minimum requirements are already met for proper functioning of the systems, particularly in the provision of a good network and good security settings, updated operating systems, proper training of users to the fulfill their duties, technical specifications of the machine, and enough storage capability. Subscription to the packages Shared Resources Server, Corporate Server, Networks, Software, and Hardware will ensure these requirements are met

Terms and Conditions for SME Services

Pcmedic technical support is provided through the following channels:

  • Technical Support via Telephone (available 24 hours per day, 7 days per week)
  • Remote access support
  • Onsite services provided at the client company facilities
  • Support services including Collection, Repair and Delivery (CRD)

For a more efficient and rapid response, support services are always initiated via telephone and, if necessary, will also use remote access services to the client’s equipment. From this point onwards, the client approves and authorizes the remote access to his/her equipment, as required for a preventive and resolving support.

If remote support is found inadequate, a local on-site service request or CRD service will be scheduled and provided. The selection of intervention method is at the sole discretion of pcmedic, provided that the necessary steps are taken to restore the normal functioning of the IT infrastructure covered by pcmedic services.

The pcmedic service is structured in the context of technological procedures and indexed to the equipment under contract. The intervening actions in the client’s equipment can be all-inclusive or limited to the equipment and services chosen. The pcmedic does not intervene or held responsible for equipment or services excluded from the scope of contracted activity, as well as problems in this scope that are directly or indirectly a result of this exclusion.

The pcmedic support model is designed to prevent problems before they occur, and assumes that the covered equipment is in good working conditions and with infrastructure to ensure the continued stability of the system. Aspects or underlying issues which limit or undermine these assumptions, identified in the initial technical survey or throughout the duration of the contract, may be subject to additional quotes. Any such services, as well as the inclusion of additional equipment or services in the contract, depend on the acceptance of the respective quotes.

The pcmedic binds itself to provide results and not only the availability of resources. Therefore pcmedic requires permissions for management of the covered equipment in order to take all necessary actions to insure the goals inherent to its position. Pcmedic requires its clients to follow good practices and respect any modifications made to accomplish covered objectives or goals covered or those not in the contract. Failure to follow good maintenance and usage practices automatically voids affected equipment or machines from any service or repair.

The PCM contract confers to the client the right to access unlimited service requests on equipment or machines covered by said service contract, for service provisioning within reasonable contextual applicability to the present conditions, with service costs supported by pcmedic for both remote and on-site services. This assumes pcmedic has previously approved the IT infrastructure and usage conditions, having a configuration been identified and applied that is deemed certified by pcmedic and where the customer usage requirements have been safeguarded.

Changes in these requirements, changes in the structure, alterations to existing equipment or structured network, addition of new equipment, installation of new applications or versions, or any other changes that are not directly related to the scope of this service agreement and proposed by pcmedic as means to resolve a problem, are considered excluded from the provision scope and are subject to budgetary analysis and addendum to the contract. Changes should always be made in co-operation with pcmedic and subject to certification; any other modifications cannot be included in the services contract with pcmedic without its prior written consent. Also excluded are problems that result from repeated misuse or failure to meet any good practice and precautionary indications provided by the pcmedic services.

Any violation of the defined usage procedures and indications that directly or indirectly influence systems covered by the pcmedic contract will immediately null and void any service response responsibilies from pcmedic. The client is solely responsible for the legal origin, use and legality of information present in the devices. Pcmedic does not take responsibility for data and/or equipment functionality loss during on-site or remote service interventions, except in cases of proven technical negligence. Additional hardware or software may be subject to budgetary analysis, and any resolution of problems arising from the added or changed environment will be contingent to its respective financial approval and payment.

The client is always to be kept informed about additional services costs not included in the original service contract. The execution of the additional services is always evaluated in terms of technical viability and its implementation depends on the acceptance of extra costs by the client. The client agrees in advance to receive all invoices in electronic format, appropriately certified, unless the contract states otherwise. The client allows the collection of and processing of client information. The client consents to its storage in an appropriate provider-derived database in order for it to be used in client and service management, as well as other communications related to the scope of the relationship.

The present terms do not infringe or overcome on any consumer rights’ directives.

Cloud

The Cloud module addresses the need of businesses to share and transfer information, provide collaborative and integrated work among employees, while directly reducing traditional costs associated with acquiring and maintaining its own equipment.

If you know how to take advantage of the benefits of the Cloud, there is a significant simplification of all the technical infrastructure of a company, acquiring more efficiency, security and availability with less investment. This allows the company to disregard the support systems and thus devote their time to their business.

This module includes:

  • Migration to Cloud
    • Survey and production of a technical report about the needs and about the transposable elements to the Cloud
    • Advisory analysis of services to implement
    • Operational and logistical definition of the transition process
    • Technical implementation of services with little impact to the user
    • Training for users with presentation of new features
  • Continued technical maintenance of the implemented system, including user support and troubleshooting;
  • Technical and commercial management of the account with the provider of the Cloud, through privileged channels owned by pcmedic.

Implementation of the Cloud module aims to:

  • Centralize data safely, implementing data anticorruption mechanisms, and maintenance of data backup and recovery of files;
  • Monitor secure access, controlling the contents accessible by each user, and type of operations allowed;
  • Allow collaborative work between users, enabling the simultaneous manipulation of the same file or service in an integrated manner;
  • Allow mobility of information, configuring and maintaining access to all of a company's devices, including desktop computers, portable computers inside and outside the company, tablets and smartphones.

Some of the most common solutions implemented within this module include Office 365, intelligent management of backups, and shared servers. Exclusions from the pre-configured module that may be subject to quotation and contract addendum:

  • Proprietary services or specialized content (e.g. invoicing – see Invoicing Software Module);
  • Services outside the scope of collaborative information and resource sharing;
  • Costs for subscription services of external entities, including the Cloud provider.
Terms and Conditions for SME Services

Pcmedic technical support is provided through the following channels:

  • Technical Support via Telephone (available 24 hours per day, 7 days per week)
  • Remote access support
  • Onsite services provided at the client company facilities
  • Support services including Collection, Repair and Delivery (CRD)

For a more efficient and rapid response, support services are always initiated via telephone and, if necessary, will also use remote access services to the client’s equipment. From this point onwards, the client approves and authorizes the remote access to his/her equipment, as required for a preventive and resolving support.

If remote support is found inadequate, a local on-site service request or CRD service will be scheduled and provided. The selection of intervention method is at the sole discretion of pcmedic, provided that the necessary steps are taken to restore the normal functioning of the IT infrastructure covered by pcmedic services.

The pcmedic service is structured in the context of technological procedures and indexed to the equipment under contract. The intervening actions in the client’s equipment can be all-inclusive or limited to the equipment and services chosen. The pcmedic does not intervene or held responsible for equipment or services excluded from the scope of contracted activity, as well as problems in this scope that are directly or indirectly a result of this exclusion.

The pcmedic support model is designed to prevent problems before they occur, and assumes that the covered equipment is in good working conditions and with infrastructure to ensure the continued stability of the system. Aspects or underlying issues which limit or undermine these assumptions, identified in the initial technical survey or throughout the duration of the contract, may be subject to additional quotes. Any such services, as well as the inclusion of additional equipment or services in the contract, depend on the acceptance of the respective quotes.

The pcmedic binds itself to provide results and not only the availability of resources. Therefore pcmedic requires permissions for management of the covered equipment in order to take all necessary actions to insure the goals inherent to its position. Pcmedic requires its clients to follow good practices and respect any modifications made to accomplish covered objectives or goals covered or those not in the contract. Failure to follow good maintenance and usage practices automatically voids affected equipment or machines from any service or repair.

The PCM contract confers to the client the right to access unlimited service requests on equipment or machines covered by said service contract, for service provisioning within reasonable contextual applicability to the present conditions, with service costs supported by pcmedic for both remote and on-site services. This assumes pcmedic has previously approved the IT infrastructure and usage conditions, having a configuration been identified and applied that is deemed certified by pcmedic and where the customer usage requirements have been safeguarded.

Changes in these requirements, changes in the structure, alterations to existing equipment or structured network, addition of new equipment, installation of new applications or versions, or any other changes that are not directly related to the scope of this service agreement and proposed by pcmedic as means to resolve a problem, are considered excluded from the provision scope and are subject to budgetary analysis and addendum to the contract. Changes should always be made in co-operation with pcmedic and subject to certification; any other modifications cannot be included in the services contract with pcmedic without its prior written consent. Also excluded are problems that result from repeated misuse or failure to meet any good practice and precautionary indications provided by the pcmedic services.

Any violation of the defined usage procedures and indications that directly or indirectly influence systems covered by the pcmedic contract will immediately null and void any service response responsibilies from pcmedic. The client is solely responsible for the legal origin, use and legality of information present in the devices. Pcmedic does not take responsibility for data and/or equipment functionality loss during on-site or remote service interventions, except in cases of proven technical negligence. Additional hardware or software may be subject to budgetary analysis, and any resolution of problems arising from the added or changed environment will be contingent to its respective financial approval and payment.

The client is always to be kept informed about additional services costs not included in the original service contract. The execution of the additional services is always evaluated in terms of technical viability and its implementation depends on the acceptance of extra costs by the client. The client agrees in advance to receive all invoices in electronic format, appropriately certified, unless the contract states otherwise. The client allows the collection of and processing of client information. The client consents to its storage in an appropriate provider-derived database in order for it to be used in client and service management, as well as other communications related to the scope of the relationship.

The present terms do not infringe or overcome on any consumer rights’ directives.

Web

Web services are paid in advance. The customer must pay for the subscribed services upon subscription. If there is no payment during the 5 days following the due date, pcmedic and affiliated companies may suspend service without prior notice.

Additional contracted services, including domain(s) and/or SSL certificates are paid in advance and no refunds will be issued once subscribed. If they are linked to hosting accounts / websites / online stores, in the absence of payment of these, their suspension does not imply the suspension of the former, even if rendered inoperable.

The SLA of the hosting servers is 99% uptime, calculated annually. When the annual downtime equals or exceeds 1%, there is a refund of the amount paid. The refund is proportional to the downtime. For every 1% of additional server downtime, the customer will be credited the same percentage of the amount paid. Downtime is considered the impossibility of access to services configured on the server. Configuration errors or lack of access caused by blockages to the network or customer equipment due to security faults (blacklisted IPs) are excluded.

The customer must ensure full compliance of the workstations that get access to restricted areas of the site / store or to reserved parts of the server (e.g. Cpanel, FTP access, etc.). If malicious activity or infection is detected on the client workstation, services or accounts may be discontinued, and indemnity may still be required for damage caused to the platform, in case of repeat infractions after warnings are issued.

We aim to activate hosting accounts within 72 hours. Subscription options are available after 5 working days; after this period the client can request the cancellation of the subscription and in this case is entitled to full refund of the amount paid. This does not hinder a shorter term of activation and exceptions, caused by unforeseen circumstances, provided that the client is properly notified.

Subscription of hosting services, websites and online stores, is always dependent on access to the configuration data of associated domains. When transferring them, the deadlines of the mentioned SLAs only apply after completion of the DNS propagation. In case of purchasing pcmedic’s service, the normal propagation deadline is 24 to 72 hours, but pcmedic cannot be held responsible for delays in the initial propagation, because the propagation is due to factors beyond pcmedic responsibility.

It is hereby established that the value of .pt, .com and .net domains is R12 + VAT per year; for other TLDs the account manager should be contacted for a final price to be given. The Alpha SSL Certificates have an annual cost of 45 R + VAT and can only be requested by the certifying entity after the payment and aggregation of the existing domain has taken place; the SLA is dependent of that. The normal timeline for the assignment of the certificate is 7 working days.

Pcmedic is responsible for the activation and initial configuration of contracted services referred to as inclusions. The client can always request quotations for extra services, referred to as exclusions. The non-fulfillment of additional services can never be justified as a reason for terminating the contract of basic services.

Inclusions:

  • Unlimited HaS Hosting Services:
    • This service includes one account on the web server with unlimited email accounts, unlimited FTP accounts, unlimited mySQL databases, unlimited disk space, and unlimited traffic.
    • This service includes initial server configuration, creation of cPanel access and, if requested, the creation of email accounts, with the necessary information provided for setting them up in most email services on the market.
    • This service includes creation of DNS zones, according to the needs of domain forwarding, and transfer of them, if requested by the customer.
  • HaS Sites 3.0 Services:
    • This service includes the creation, implementation and provision of management access by the customer.
    • This service includes access to a specialized helpdesk by email, phone or remote support for the use and configuration of the stated features.
    • This service includes initial configuration according to the chosen hosting and domain service, provided that it is associated with the HaS hosting service.
    • This service includes guaranteed operation during the subscription period with automatic installation and deployment of all released upgrades, provided that it is also associated with the HaS hosting service.
  • HaS 3.0 Online Shop Services:
    • This service includes the creation, implementation and provision of management access.
    • This service includes access to a specialized helpdesk by email, phone or remote support for the use and configuration of the stated features.
    • This service includes initial configuration according to the chosen hosting and domain service, provided that it is associated with the HaS hosting service.
    • This service includes guaranteed operation during the subscription period with automatic installation and deployment of all released upgrades, provided that it is also associated with the HaS hosting service.
    • This service includes support for the configuration for automatic payment and invoicing modules provided that they are endorsed and / or approved by the web development team.
  • Exclusions
    • Unlimited HaS Hosting Services:
      • The hosting service is exclusively for the storage required for the site / platform – jointly contracted or not –, databases, and email. This is in accordance with international standards. Exclusions include:
      • File hosting or local backups; specific service can be contracted for this purpose.
      • Illegal data; the customer has the sole responsibility to guarantee the legality of uploaded contents. This does not exclude the right of host management to unilaterally suspend the account in the event of illegal data being found.
      • It is the sole responsibility of the customer to ensure no contamination of the files transferred to the server occurs. In the event of contamination by the uploaded files or scripts run from a given workstation, the IP network in which it is inserted can be blocked. We can also proceed to account suspension, to avoid contamination of the server.
  • HaS 3.0 Sites and Online Shops:
    • The loading and configuration of initial or subsequent content is excluded, unless explicitly contracted for in that service.
    • Control of published content is excluded; the customer must verify legitimacy and compliance with applicable law.
    • Configuration of services, additional plugins or scripts, as well as migration of contents and products is excluded, unless explicitly contracted for and by mutual agreement.
    • The initial and / or continuous maintenance of the platform is designed to ensure regular operation and cannot be extended to site content, unless otherwise agreed.
Terms and Conditions for SME Services

Pcmedic technical support is provided through the following channels:

  • Technical Support via Telephone (available 24 hours per day, 7 days per week)
  • Remote access support
  • Onsite services provided at the client company facilities
  • Support services including Collection, Repair and Delivery (CRD)

For a more efficient and rapid response, support services are always initiated via telephone and, if necessary, will also use remote access services to the client’s equipment. From this point onwards, the client approves and authorizes the remote access to his/her equipment, as required for a preventive and resolving support.

If remote support is found inadequate, a local on-site service request or CRD service will be scheduled and provided. The selection of intervention method is at the sole discretion of pcmedic, provided that the necessary steps are taken to restore the normal functioning of the IT infrastructure covered by pcmedic services.

The pcmedic service is structured in the context of technological procedures and indexed to the equipment under contract. The intervening actions in the client’s equipment can be all-inclusive or limited to the equipment and services chosen. The pcmedic does not intervene or held responsible for equipment or services excluded from the scope of contracted activity, as well as problems in this scope that are directly or indirectly a result of this exclusion.

The pcmedic support model is designed to prevent problems before they occur, and assumes that the covered equipment is in good working conditions and with infrastructure to ensure the continued stability of the system. Aspects or underlying issues which limit or undermine these assumptions, identified in the initial technical survey or throughout the duration of the contract, may be subject to additional quotes. Any such services, as well as the inclusion of additional equipment or services in the contract, depend on the acceptance of the respective quotes.

The pcmedic binds itself to provide results and not only the availability of resources. Therefore pcmedic requires permissions for management of the covered equipment in order to take all necessary actions to insure the goals inherent to its position. Pcmedic requires its clients to follow good practices and respect any modifications made to accomplish covered objectives or goals covered or those not in the contract. Failure to follow good maintenance and usage practices automatically voids affected equipment or machines from any service or repair.

The PCM contract confers to the client the right to access unlimited service requests on equipment or machines covered by said service contract, for service provisioning within reasonable contextual applicability to the present conditions, with service costs supported by pcmedic for both remote and on-site services. This assumes pcmedic has previously approved the IT infrastructure and usage conditions, having a configuration been identified and applied that is deemed certified by pcmedic and where the customer usage requirements have been safeguarded.

Changes in these requirements, changes in the structure, alterations to existing equipment or structured network, addition of new equipment, installation of new applications or versions, or any other changes that are not directly related to the scope of this service agreement and proposed by pcmedic as means to resolve a problem, are considered excluded from the provision scope and are subject to budgetary analysis and addendum to the contract. Changes should always be made in co-operation with pcmedic and subject to certification; any other modifications cannot be included in the services contract with pcmedic without its prior written consent. Also excluded are problems that result from repeated misuse or failure to meet any good practice and precautionary indications provided by the pcmedic services.

Any violation of the defined usage procedures and indications that directly or indirectly influence systems covered by the pcmedic contract will immediately null and void any service response responsibilies from pcmedic. The client is solely responsible for the legal origin, use and legality of information present in the devices. Pcmedic does not take responsibility for data and/or equipment functionality loss during on-site or remote service interventions, except in cases of proven technical negligence. Additional hardware or software may be subject to budgetary analysis, and any resolution of problems arising from the added or changed environment will be contingent to its respective financial approval and payment.

The client is always to be kept informed about additional services costs not included in the original service contract. The execution of the additional services is always evaluated in terms of technical viability and its implementation depends on the acceptance of extra costs by the client. The client agrees in advance to receive all invoices in electronic format, appropriately certified, unless the contract states otherwise. The client allows the collection of and processing of client information. The client consents to its storage in an appropriate provider-derived database in order for it to be used in client and service management, as well as other communications related to the scope of the relationship.

The present terms do not infringe or overcome on any consumer rights’ directives.

Terms and Conditions for SME Services

Pcmedic technical support is provided through the following channels:

  • Technical Support via Telephone (available 24 hours per day, 7 days per week)
  • Remote access support
  • Onsite services provided at the client company facilities
  • Support services including Collection, Repair and Delivery (CRD)

For a more efficient and rapid response, support services are always initiated via telephone and, if necessary, will also use remote access services to the client’s equipment. From this point onwards, the client approves and authorizes the remote access to his/her equipment, as required for a preventive and resolving support.

If remote support is found inadequate, a local on-site service request or CRD service will be scheduled and provided. The selection of intervention method is at the sole discretion of pcmedic, provided that the necessary steps are taken to restore the normal functioning of the IT infrastructure covered by pcmedic services.

The pcmedic service is structured in the context of technological procedures and indexed to the equipment under contract. The intervening actions in the client’s equipment can be all-inclusive or limited to the equipment and services chosen. The pcmedic does not intervene or held responsible for equipment or services excluded from the scope of contracted activity, as well as problems in this scope that are directly or indirectly a result of this exclusion.

The pcmedic support model is designed to prevent problems before they occur, and assumes that the covered equipment is in good working conditions and with infrastructure to ensure the continued stability of the system. Aspects or underlying issues which limit or undermine these assumptions, identified in the initial technical survey or throughout the duration of the contract, may be subject to additional quotes. Any such services, as well as the inclusion of additional equipment or services in the contract, depend on the acceptance of the respective quotes.

The pcmedic binds itself to provide results and not only the availability of resources. Therefore pcmedic requires permissions for management of the covered equipment in order to take all necessary actions to insure the goals inherent to its position. Pcmedic requires its clients to follow good practices and respect any modifications made to accomplish covered objectives or goals covered or those not in the contract. Failure to follow good maintenance and usage practices automatically voids affected equipment or machines from any service or repair.

The PCM contract confers to the client the right to access unlimited service requests on equipment or machines covered by said service contract, for service provisioning within reasonable contextual applicability to the present conditions, with service costs supported by pcmedic for both remote and on-site services. This assumes pcmedic has previously approved the IT infrastructure and usage conditions, having a configuration been identified and applied that is deemed certified by pcmedic and where the customer usage requirements have been safeguarded.

Changes in these requirements, changes in the structure, alterations to existing equipment or structured network, addition of new equipment, installation of new applications or versions, or any other changes that are not directly related to the scope of this service agreement and proposed by pcmedic as means to resolve a problem, are considered excluded from the provision scope and are subject to budgetary analysis and addendum to the contract. Changes should always be made in co-operation with pcmedic and subject to certification; any other modifications cannot be included in the services contract with pcmedic without its prior written consent. Also excluded are problems that result from repeated misuse or failure to meet any good practice and precautionary indications provided by the pcmedic services.

Any violation of the defined usage procedures and indications that directly or indirectly influence systems covered by the pcmedic contract will immediately null and void any service response responsibilies from pcmedic. The client is solely responsible for the legal origin, use and legality of information present in the devices. Pcmedic does not take responsibility for data and/or equipment functionality loss during on-site or remote service interventions, except in cases of proven technical negligence. Additional hardware or software may be subject to budgetary analysis, and any resolution of problems arising from the added or changed environment will be contingent to its respective financial approval and payment.

The client is always to be kept informed about additional services costs not included in the original service contract. The execution of the additional services is always evaluated in terms of technical viability and its implementation depends on the acceptance of extra costs by the client. The client agrees in advance to receive all invoices in electronic format, appropriately certified, unless the contract states otherwise. The client allows the collection of and processing of client information. The client consents to its storage in an appropriate provider-derived database in order for it to be used in client and service management, as well as other communications related to the scope of the relationship.

The present terms do not infringe or overcome on any consumer rights’ directives.

Terms and Conditions for SME Services

Pcmedic technical support is provided through the following channels:

  • Technical Support via Telephone (available 24 hours per day, 7 days per week)
  • Remote access support
  • Onsite services provided at the client company facilities
  • Support services including Collection, Repair and Delivery (CRD)

For a more efficient and rapid response, support services are always initiated via telephone and, if necessary, will also use remote access services to the client’s equipment. From this point onwards, the client approves and authorizes the remote access to his/her equipment, as required for a preventive and resolving support.

If remote support is found inadequate, a local on-site service request or CRD service will be scheduled and provided. The selection of intervention method is at the sole discretion of pcmedic, provided that the necessary steps are taken to restore the normal functioning of the IT infrastructure covered by pcmedic services.

The pcmedic service is structured in the context of technological procedures and indexed to the equipment under contract. The intervening actions in the client’s equipment can be all-inclusive or limited to the equipment and services chosen. The pcmedic does not intervene or held responsible for equipment or services excluded from the scope of contracted activity, as well as problems in this scope that are directly or indirectly a result of this exclusion.

The pcmedic support model is designed to prevent problems before they occur, and assumes that the covered equipment is in good working conditions and with infrastructure to ensure the continued stability of the system. Aspects or underlying issues which limit or undermine these assumptions, identified in the initial technical survey or throughout the duration of the contract, may be subject to additional quotes. Any such services, as well as the inclusion of additional equipment or services in the contract, depend on the acceptance of the respective quotes.

The pcmedic binds itself to provide results and not only the availability of resources. Therefore pcmedic requires permissions for management of the covered equipment in order to take all necessary actions to insure the goals inherent to its position. Pcmedic requires its clients to follow good practices and respect any modifications made to accomplish covered objectives or goals covered or those not in the contract. Failure to follow good maintenance and usage practices automatically voids affected equipment or machines from any service or repair.

The PCM contract confers to the client the right to access unlimited service requests on equipment or machines covered by said service contract, for service provisioning within reasonable contextual applicability to the present conditions, with service costs supported by pcmedic for both remote and on-site services. This assumes pcmedic has previously approved the IT infrastructure and usage conditions, having a configuration been identified and applied that is deemed certified by pcmedic and where the customer usage requirements have been safeguarded.

Changes in these requirements, changes in the structure, alterations to existing equipment or structured network, addition of new equipment, installation of new applications or versions, or any other changes that are not directly related to the scope of this service agreement and proposed by pcmedic as means to resolve a problem, are considered excluded from the provision scope and are subject to budgetary analysis and addendum to the contract. Changes should always be made in co-operation with pcmedic and subject to certification; any other modifications cannot be included in the services contract with pcmedic without its prior written consent. Also excluded are problems that result from repeated misuse or failure to meet any good practice and precautionary indications provided by the pcmedic services.

Any violation of the defined usage procedures and indications that directly or indirectly influence systems covered by the pcmedic contract will immediately null and void any service response responsibilies from pcmedic. The client is solely responsible for the legal origin, use and legality of information present in the devices. Pcmedic does not take responsibility for data and/or equipment functionality loss during on-site or remote service interventions, except in cases of proven technical negligence. Additional hardware or software may be subject to budgetary analysis, and any resolution of problems arising from the added or changed environment will be contingent to its respective financial approval and payment.

The client is always to be kept informed about additional services costs not included in the original service contract. The execution of the additional services is always evaluated in terms of technical viability and its implementation depends on the acceptance of extra costs by the client. The client agrees in advance to receive all invoices in electronic format, appropriately certified, unless the contract states otherwise. The client allows the collection of and processing of client information. The client consents to its storage in an appropriate provider-derived database in order for it to be used in client and service management, as well as other communications related to the scope of the relationship.

The present terms do not infringe or overcome on any consumer rights’ directives.

Office 365 Solutions

The Office 365 package addresses the unequivocal need that companies have to build capability to share and information mobility, providing collaborative work and integrated with their collaborators, with the reduced diet of the traditional costs associated with the acquisition and maintenance of their own equipment.

Knowing how to extract the best advantage from the cloud benefits, we are witnessing an expressive simplification of all the technological component of a company, acquiring more efficiency, safety and availability with less investment. This allows the company to abstract even more than before from the support systems, to fully dedicate themselves to their field of business.

The scope of the implementation and maintenance of this package is indexed to the characteristics of the offers Exchange, Essentials, Business and Premium. Information relative to this package is available at www.microsoft.ptweb page.

This package includes:

  • Migration to Office 365
    • Survey and production of a technical report of the necessities and transportable elements to Office 365;
    • Consultative analysis of the services to implement;
    • Transition process operational and timing planning;
    • Service's technical implementation with minimal impact for the user;
  • Users training with added values presentation;
  • Implemented system continued technical maintenance, including user assistance and troubleshooting;
  • Technical and commercial account managing with privileged channels that pcmedic is the exclusive holder.

The implementation and maintenance of Office 365 aims to obtain, according to the needs:

  • Secure data centralization, implementing data anti-corruption and safe copies maintenance and file recovery mechanisms;
  • Information itemized sharing, controlling the accessible content for each user and type of manipulation allowed;
  • Collaborative work between users, allowing the simultaneous manipulation of the same file or integrated service;
  • Information mobility, setting up and maintaining the access for all the company devices, including desktops, laptops inside and out of the company, tables and smart-phones.

Are excluded from the pre-configured package, which can be the object of quotation and addendum to the contract:

  • Proprietary or specialized services;
  • Extraordinary services outside of the base features of the Office 365 products;
  • Licensing or subscription values from the service provider;
  • Local or laboratorial support; the present package exclusively contemplates remote services;
Terms and Conditions for SME Services

Pcmedic technical support is provided through the following channels:

  • Technical Support via Telephone (available 24 hours per day, 7 days per week)
  • Remote access support
  • Onsite services provided at the client company facilities
  • Support services including Collection, Repair and Delivery (CRD)

For a more efficient and rapid response, support services are always initiated via telephone and, if necessary, will also use remote access services to the client’s equipment. From this point onwards, the client approves and authorizes the remote access to his/her equipment, as required for a preventive and resolving support.

If remote support is found inadequate, a local on-site service request or CRD service will be scheduled and provided. The selection of intervention method is at the sole discretion of pcmedic, provided that the necessary steps are taken to restore the normal functioning of the IT infrastructure covered by pcmedic services.

The pcmedic service is structured in the context of technological procedures and indexed to the equipment under contract. The intervening actions in the client’s equipment can be all-inclusive or limited to the equipment and services chosen. The pcmedic does not intervene or held responsible for equipment or services excluded from the scope of contracted activity, as well as problems in this scope that are directly or indirectly a result of this exclusion.

The pcmedic support model is designed to prevent problems before they occur, and assumes that the covered equipment is in good working conditions and with infrastructure to ensure the continued stability of the system. Aspects or underlying issues which limit or undermine these assumptions, identified in the initial technical survey or throughout the duration of the contract, may be subject to additional quotes. Any such services, as well as the inclusion of additional equipment or services in the contract, depend on the acceptance of the respective quotes.

The pcmedic binds itself to provide results and not only the availability of resources. Therefore pcmedic requires permissions for management of the covered equipment in order to take all necessary actions to insure the goals inherent to its position. Pcmedic requires its clients to follow good practices and respect any modifications made to accomplish covered objectives or goals covered or those not in the contract. Failure to follow good maintenance and usage practices automatically voids affected equipment or machines from any service or repair.

The PCM contract confers to the client the right to access unlimited service requests on equipment or machines covered by said service contract, for service provisioning within reasonable contextual applicability to the present conditions, with service costs supported by pcmedic for both remote and on-site services. This assumes pcmedic has previously approved the IT infrastructure and usage conditions, having a configuration been identified and applied that is deemed certified by pcmedic and where the customer usage requirements have been safeguarded.

Changes in these requirements, changes in the structure, alterations to existing equipment or structured network, addition of new equipment, installation of new applications or versions, or any other changes that are not directly related to the scope of this service agreement and proposed by pcmedic as means to resolve a problem, are considered excluded from the provision scope and are subject to budgetary analysis and addendum to the contract. Changes should always be made in co-operation with pcmedic and subject to certification; any other modifications cannot be included in the services contract with pcmedic without its prior written consent. Also excluded are problems that result from repeated misuse or failure to meet any good practice and precautionary indications provided by the pcmedic services.

Any violation of the defined usage procedures and indications that directly or indirectly influence systems covered by the pcmedic contract will immediately null and void any service response responsibilies from pcmedic. The client is solely responsible for the legal origin, use and legality of information present in the devices. Pcmedic does not take responsibility for data and/or equipment functionality loss during on-site or remote service interventions, except in cases of proven technical negligence. Additional hardware or software may be subject to budgetary analysis, and any resolution of problems arising from the added or changed environment will be contingent to its respective financial approval and payment.

The client is always to be kept informed about additional services costs not included in the original service contract. The execution of the additional services is always evaluated in terms of technical viability and its implementation depends on the acceptance of extra costs by the client. The client agrees in advance to receive all invoices in electronic format, appropriately certified, unless the contract states otherwise. The client allows the collection of and processing of client information. The client consents to its storage in an appropriate provider-derived database in order for it to be used in client and service management, as well as other communications related to the scope of the relationship.

The present terms do not infringe or overcome on any consumer rights’ directives.

Domain

The domain allows you to identify you website online and reinforce your brand. At the same time, the domain can be used to create custom email addresses and considering your own image. There are many extensions that allow you to focus more specialized markets or adapt your domain to your field of business.

The extensions, or TLD (Top Level Domains), can be generic like .com or .net, but can also be country extensions called ccTLD like, as example, the domain for Portugal is .pt.

How it works:

  • In subscribing a domain with us you benefit from automatic human support throughout the process. After choosing it the registration is performed automatically. In case that the domain is already in use by another entity, you will be informed and would pick another name for your registry. Additionally, we could also, in more complex cases, support you in that decision.
  • Being a unique identifier of your online presence, there are regulatory authorities that assure the domain non duplication or its fraudulent use. In the .pt domains the supervisory authority is the DNS.PT, for the said "generic" domains (.com, .net and .org) the supervisory authority is the InterNIC. Both follow rules and policies decided by ICANN and have as maximum supervisor the IANNA. In case of dispute or registration conflicts (for example, using a trademarked domain) these authorities should be involved in the process.
  • After the subscription the domain has a minimum duration of 1 year, it cannot be deleted for that time. The same applies in terms of renovation. After this period, it will be still available for a period of 30 to 60 days, of which cannot be registered or considered available during this period.
  • Ownership:
    • In Domains the Ownership is divided into three levels: Domain Holder, Administrative Manager and Technical Manager. The first has the ability to change the 2 other and receives all the notifications from the remaining. The second refers to the entities responsible for managing the documentation and the technical respectively. In .pt domain case the subscriber company can request that their data appear in the Domain Holder, the remaining entities will be assigned automatically to the responsible partners for the domain managing. The subscriber company may also request its privacy, by using an intermediate domain holder not revealing their information in any search engine or domain search tool.

Associated services:

  • The domain is an on-line brand. Although it does not guarantee any presence in the web (web page or e-mails) it is essential for this purpose. The managing of the domain associated services is made by us according to the Subscriber Entity (client) instructions, Therefor the management of those services are entire responsibility of the client or the company where those services are subscribed. To associate a domain to a given hosting service (web page or e-mails) the primary and secondary “Nameservers” and/or the Server IP where those services are configured shall be provided. We can also be requested to provide those services (see web package) in that way all that managing will become our responsibility (see web package).
  • Service cancellation: the service cancellation can be requested with an antecedence of 30 days from the domain expiration date, regardless of the mode subscribed. In cases of service suspension for lack of payment the “Nameserveser” can be pointed to a generic suspension page, without any authorization or consent of the owner, agreeing with this measure in the subscription of the service. After the expiration date and during 30 days the subscriber can renew the domain, but with the additional payment of a fine from the supervision authority and an administrative tax for our services. To avoid this situation, the subscriber will be notified beforehand with the exception of subscription models which guarantee the automatic renewal, in those cases, our entity is responsible for the process since there are not any outstanding fees.
  • All the domains shall contain between 3 and 63 characters, special characters and accentuation are not allowed. Choosing the domain is of the subscriber's entire responsibility as well as his acceptance before the supervisory authority's acceptance, we cannot be held responsible for the name refusal or cancellation for trademark violation or legal. In this case there is no place for any payment refund, except in exceptional cases, since it is out of our control. To avoid this situation the subscriber shall choose names that distance themselves from trademarks or public institutions. In cases of evident violation of these assumptions, we can refuse the subscription request even before we initiate the registration process.
  • The subscription request shall not be made with false information or by unrepresented entities, there can be demanded in determining situations documents that can account for the legitimacy or legal representation of said subscriber. In case any of these violations is found after the service subscription, there can be triggered mechanisms of legal actions and/or others that are considered adequate to compensate for the damaged that it incurs caused to our entity, material or immaterial regardless of the process that it originates.