+Supported PC applications and operating systems

• Windows XP (Professional version)
• Microsoft Windows Vista (Business and Ultimate)
• Microsoft Windows 7
• Microsoft Office Outlook 2003
• Microsoft Office FrontPage 2003
• Windows Remote Access
• Microsoft Office 2003
• Microsoft Office 2007
• Adobe Reader
• Macromedia FlashPlayer

+Scope of desktop support

• Support for PC desktop hardware fault diagnosis and repair
• Application set-up and configuration
• Operating systems re-installation and configuration
• Patch and upgrade support
• Anti-virus and personal firewall management
• Application fault diagnosis and remote repair
• Operating systems fault diagnosis and remote repair

+Supported server applications and operating systems

• Microsoft Small Business Server 2008 / R2 Standard & Premium
• Microsoft Small Business Server 2003 / R2 Standard and Premium
• Microsoft Windows Server 2008 Standard
• Microsoft Windows Server 2008 Standard
• Microsoft Windows Server 2003 Standard
• Microsoft Exchange Server 2008, Standard Edition
• Microsoft Exchange Server 2003, Standard Edition
• Microsoft SQL Server 2008
• Microsoft SQL Server 2005
• Microsoft SQL Server 2003
• Microsoft Shared Fax Service
• Microsoft Office Outlook 2003
• Microsoft Windows SharePoint Services 2.0
• Remote Web Workplace
• Microsoft Internet Security and Acceleration Server 2004
• Microsoft Office FrontPage 2003
• IIS Server
• Windows Remote Access Admin
• ISA Server 2000 / 2004
• NT Backup
• Backup Exec 11d, 12
• ArcServe 11,11.5
• Microsoft Office Outlook 2003
• Blackberry Enterprise Server
• Terminal Services

+Scope of server support

• Support for server hardware fault diagnosis and repair
• Application set-up and configuration
• Operating systems re-installation and configuration
• Patch and upgrade support
• Application fault diagnosis and remote repair
• Operating systems fault diagnosis and remote repair
• Network administration
• Microsoft Exchange administration
• Microsoft SQL Server administration
• Network support

+Minimum hardware specification

The following minimum hardware specifications are required for servers, desktops and laptops.

Servers

• Pentium 4 or High processor (or equivalent) of speed of 1.2Ghz or greater
• 1GB or more of RAM
• At least 10GB available hard drive space

Desktops and Laptops

• Pentium 4 or High processor (or equivalent) of speed of 1.2Ghz or greater
• 512MB or more of RAM
• At least 10GB available hard drive space

+On-site hardware support

The full on-site hardware support service included as part of the IT Site Manager Server only applies to Microsoft Windows and Intel based desktop and laptops less than 3 years old at contract start from the following manufacturers:

• HP
• Compaq
• Dell
• Toshiba
• Acer
• IBM
• Lenovo
• Fujitsu

The same applies to Microsoft Windows and Intel based servers less than 3 years old at contract start from the following manufacturers:

• HP
• Compaq
• Dell
• Acer
• Toshiba
• IBM

The above supported server and desktop hardware includes a base unit, monitor (up to 19”, including TFT), keyboard, mouse and associated manufacturer provided cables.

Hardware repair services do not include any software and/or clustering support.

Excludes items exceeding the following retail value:

• £1,000.00 per item for desktop equipment
• £1,500.00 per item for laptop equipment
• £3,000.00 per item for server equipment

For equipment from other than the vendors listed above and for equipment older than 3 years a contract start on-site hardware support will be provided with the following restrictions applied:

• Hardware breaks/fixes will be offered on a response only best efforts basis.
• The target on-site response time is next business day as per standard IT Site Manager, but without a repair guarantee.
• Enhanced on-site response SLA is not available for these devices.
• Where a device is required to be returned to the manufacturer or authorised manufacturer’s agent for repair additional charges for shipping may be raised.
• The cost of any none standards parts or manufacturer specific components will be chargeable.
• BT does not guarantee the fault repair time or that all faults can be repaired.
• BT will not provide a temporary replacement, while the device is being repaired.
• BT accepts not responsibility for damage or loss while the device is with the manufacturer or manufacturer's appointed agent for repair.

+Main exclusions

Hardware and applications not covered by BT IT Site Manager:

• Sage/Accounting/Oxygen/Contact management software – is not supported
• Mozilla Firefox/Thunderbird – issues with browsing/installations
• Microsoft Access (all versions)
• Web development tools except Front Page
• HTML coding
• Dreamweaver
• VB Scripting, Macros or any Development work
• Non Microsoft VPN Software
• Support of VPN or Internet access using 3G or Mobile Devices
• Unix/Linux
• SSL Certificate installs – RPC over HTTP Issues with web certificates or configuring devices are not supported
• Multi functional devices except where they are attached locally and manufacturer drivers are available
• Any kinds of document management solutions (e.g. Scan station, Fax, remote Scan)
• Fax devices
• General peripherals – clocking in devices, networked security cameras, digital cameras, USB hard drives, SAN drives, NAS drives
• Site-to-site VPN
• Non BT Business broadband
• VOIP/telephony hardware/software
• Adobe applications – Adobe Reader/Flash Supported – Other Adobe applications, e.g. Photoshop
• UPS, SAN, NAS, racks, air conditioning
• Setup of more than one wireless access points
• Exchange – multiple storage groups
• Hardware support on printers
• Beta products