Terms & Conditions
Administration Support
Introduction
This administration support contract describes the services that you (‘the client’) will receive from Eco Power Club (‘the supplier’).
Purpose
The client depends on renewable energy technology installation paperwork completion and submission, that is produced, processed and supported by the supplier.
This administration support contract sets out how the administration supplier will provide production, processing and support services for the paperwork. It describes for which items the supplier will provide support, what activities it will perform, and how the client can expect problems with the paperwork to be handled.
Dates and reviews
This contract begins upon the date of the job submission from the client to the supplier. It may be reviewed at any point, at the discretion of the supplier.
Services covered
This contract covers the production and distribution of administrative paperwork relevant to the job submission form that has been completed by the client via the submission forms produced only by the supplier.
Exclusions
As this administration support contract is written in a spirit of partnership, the supplier will always make the best-possible efforts to provide support and rectify problems as requested.
Additionally:
• This contract does not cover administrative problems caused by the client using software or service(s) in a way that is not recommended.
• If the client has made changes to the configuration or set up of an installed system without informing the supplier, this agreement may not apply.
• If the client has prevented the supplier from performing required processes, there may be a delay in resolving issues.
This contract does not apply to circumstances that could be reasonably said to be beyond the supplier’s control. For instance: floods, war, and so on.
This contract also does not apply if the client fails to pay agreed supplier invoices on time.
Having said all that, the supplier aims to be helpful and accommodating at all times, and will do its absolute best to assist the client wherever possible.
Responsibilities
Key supplier responsibilities
The supplier will produce, process, submit and securely store (as per the Privacy Policy found here: https://www.ecopowerclub.co.uk/about) paperwork provided and/or used by the client.
Additionally, the supplier will:
• Ensure relevant support is available to the client.
• Respond to support requests within reasonable time, in any case.
• Do its best to escalate and resolve issues in an appropriate, timely manner.
• Maintain good communication with the client at all times.
Key client responsibilities
The client will use the administration support covered by this contract as intended.
Additionally, the client will:
• Notify the supplier of issues or problems in a timely manner.
• Provide the supplier with access to software and services for the purposes of providing the administrative services described in this contract.
• Keep the supplier informed about potential changes to its process and/or installations. For example, if staff are to change software provider or login details for existing software, the supplier should be able to access its services accordingly.
• Maintain good communication with the supplier at all times.
Reactive support
The supplier will also provide reactive support services to the client. When the client encounters an issue with the administration service, it should raise this with the supplier.
The supplier will then investigate the problem and respond appropriately.
All support issues should be raised via the supplier’s e-mail or phone systems. Raising issues in this way enables the supplier to prioritise and handle them correctly.
It also ensures required information about the issue is captured efficiently, and that the supplier’s response times are measured fairly.
Support tiers
Support requests raised by the client will be handled by three tiers of support:
• Tier one. This is where all support incidents begin. The issue is clearly recorded and the supplier performs a basic investigation with aim to resolve.
• Tier two. If an issue cannot be resolved in tier one, it will be escalated to tier two. At this point, the supplier will perform more complex support, using specialist staff where appropriate.
• Tier three. Issues that cannot be resolved at tier two will be escalated to tier three. At this level, support is provided by the supplier’s most-experienced staff, who can draw on a range of expertise from third-parties when needed.
Charges and conditions
The client agrees to pay the relevant fees, as set out in the “Price List”, within 7 days of invoice receipt, to the supplier for the completion of the required paperwork as per the relevant client submitted job form.
The following conditions apply to all job submissions:
• Administrative services will be provided during working hours. These are also referred to as ‘standard hours’ and are 9.00am — 5:00pm on weekdays (excluding English Bank Holidays).
• Support will be provided on a remote basis.
• Additional charges may apply for these items:
o Amendments to paperwork already completed by the supplier, at the request of the client, due to client error or client request.
o Additional documents and services requested by the client that are not detailed in the "Price List".
Price List (Valid as of 1st January 2024)
£110.00 - Solar PV Customer Handover Pack (includes Schematic, MCS Processing, Building Regulations Certificate & G98/99 DNO Commissioning)
£110.00 - ASHP Customer Handover Pack
£55.00 - G99 Domestic DNO Application (up to 50kW)
£55.00 - G98 DNO Notification/Commissioning
£165.00 - G99 Commercial DNO Application (up to 50kW)
£27.50 - Per Job QMS System Update (Pclip, EasyMCS, ServiceM8 etc...)
£27.50 - Schematic Diagram
£27.50 - Structural Report
£27.50 - MCS Processing
£27.50 - Building Regulations Certificate
£POA - G99 Commercial DNO Application (over 50kW)
Prices listed are excluding VAT and DO NOT include additional fees payable to relevant third parties for their services, including but not limited to MCS, NAPIT, IWA etc...
Independent Legal Advice
Both parties confirm and declare that the provisions of the Terms are fair and reasonable and both parties having taken the opportunity to obtain independent legal advice and declare the Terms are not against public policy on the grounds of inequality or bargaining power or general grounds of restraint of trade.
Severance
If any part of these Terms is found to be void or unenforceable by a Court of competent jurisdiction, that part shall be severed and the rest of the Terms shall remain in force.