Terms and Conditions

System Support Terms and Conditions

The System Support package does not include the following:

• Application Support.
• Hardware maintenance or replacement.
• Re-installation or reconfiguration of the operating system, applications and or VMware due to hardware, software or malware problems.
• Configuration and or setup of additional units.

General Conditions

1. Support outside of normal working hours (Monday - Friday 08:00 - 17:00, excluding public holidays) is charged at R460-00 per hour, with a minimum charge of 1 hour.
2. Remote access via VPN to the systems is to be provided.
3. Support is provided via telephone/email/IM and remote access.
4. There will be one on-site visit per week - duration determined by the number of machines maintained.
5. There is a once off take on/setup fee of R800-00.
6. Work that falls outside of the scope of this Support and Maintenance agreement is to be discussed and agreed upon and will be billed for separately.
7. Support and maintenance exceeding 5% of the monthly contracted hours will be billed for at the contracted hourly rate.