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This shows you the differences between two versions of the page.

--- terms_of_enduser_ticket_system_usage [2024/08/14 12:19] – thesaint
+++ terms_of_enduser_ticket_system_usage [2024/12/30 16:03] (current) – thesaint
@@ Line 8: / Line 8: @@
 === 2. User Responsibilities ===
-You are responsible for maintaining the confidentiality of your account and password and for restricting access to your computer. You agree to accept responsibility for all activities that occur under your account.
+You are responsible for maintaining the confidentiality of your account and password and for restricting access to your computer and account. You agree to always keep your account complete and updated with the correct information. You agree to accept responsibility for all activities that occur under your account and that you may be billed for any and all billable requests.
 === 3. Permitted Use ===
@@ Line 16: / Line 16: @@
 === 4. Ticket Submission ===
-When submitting a ticket, provide accurate and complete information. You are responsible for the content of your submissions, and you agree not to submit any false, misleading, or inappropriate content.
+When submitting a ticket, provide accurate and complete information. You are responsible for the content of your submissions, and you agree not to submit any false, misleading, or inappropriate content. You agree to provide complete and accurate information on tickets.
 === 5. Data Privacy ===
@@ Line 25: / Line 25: @@
 === 7. Modification of Terms ===
-We reserve the right to modify these Terms at any time. Any changes will be effective immediately upon posting the revised Terms on our website. Your continued use of the Ticket System after the posting of revised Terms constitutes your acceptance of the changes.
+We reserve the right to modify these Terms at any time. Any changes will be effective immediately upon posting the revised Terms here or on our website. Your continued use of the Ticket System after the posting of revised Terms constitutes your acceptance of the changes.
 === 8. Intellectual Property ===
@@ Line 34: / Line 34: @@
 === 10. Limitation of Liability ===
-To the fullest extent permitted by law, the company shall not be liable for any indirect, incidental, special, consequential, or punitive damages, or any loss of profits or revenues, whether incurred directly or indirectly, or any loss of data, use, goodwill, or other intangible losses resulting from your use of SupportCALL or the Ticket System.
+To the fullest extent permitted by law, the company shall not be liable for any indirect, incidental, special, consequential, or punitive damages, or any loss of profits or revenues, whether incurred directly or indirectly, or any loss of data, use, goodwill, or other intangible losses resulting from your use of SupportCALL products, services or the Ticket System.
 === 11. Governing Law ===
@@ Line 43: / Line 43: @@
 === 13. User Agreement ===
-It is and will remain your responsibility, and the responsibility of the company you represent, to check this page regularly to stay abreast of any changes relating to the use of SupportCALL sites or service terms. By signing in to this site, you do so as a representative of your company or the company you work for.
+It is and will remain your responsibility, and the responsibility of the company you represent, to check this page regularly to stay abreast of any changes relating to the use of SupportCALL sites or service terms. By signing in to this site, you do so as a private individual, or representative of your company or the company you work for.
 === 14. Ticket and Work Handling ===
@@ Line 49: / Line 49: @@
 === 15. Local Tech Engagement ===
-You, or anyone associated with you or your company, may under no circumstances engage directly with LOCAL TECHs, subcontractors, partners, or associates, including their services, outside of the SupportCALL, SupportCALL Ticket System or through channels agreed upon. All work must be logged via the SupportCALL Ticket System or agreed channels. If your relationship with SupportCALL ends, you, or anyone associated with you or your company, may not contact or conduct business with any LOCAL TECHs, subcontractors, partners, or associates, including their services, or with SupportCALL staff for a minimum period of 10 (ten) years. This restriction remains unless the relationship with SupportCALL is reestablished, or a specific agreement is made regarding the use of LOCAL TECHs, subcontractors, partners, associates, or SupportCALL staff.
+You, or anyone associated with you or your company, may under no circumstances engage directly with LOCAL TECHs, subcontractors, partners, or associates, including their services, outside of the SupportCALL, SupportCALL Ticket System or through channels agreed upon. All work must be logged via the SupportCALL Ticket System or agreed channels. If your relationship with SupportCALL ends, you, or anyone associated with you or your company, may not contact or conduct business with any LOCAL TECHs, subcontractors, partners, or associates, including their services, or with SupportCALL staff for a minimum period of 10 (ten) years. This restriction remains unless the relationship with SupportCALL is re-established, or a specific agreement is made regarding the use of LOCAL TECHs, subcontractors, partners, associates, or SupportCALL staff.
 === 16. New Location Services ===
@@ Line 61: / Line 61: @@
 === 19. Meeting Coordination ===
-Teams and Skype are used for communication during meetings. Webcams are optional, and if a mic is not available on your computer, you may use a phone to call into the meeting. You will receive this information after your appointment is confirmed by a technician. For remote configurations, we will have you connect us to your computer via Screenconnect at the beginning of your appointment. We prefer not to use other meeting clients or remote connection software. A ticket system login is created for registered clients to allow the creation of callout requests.
+Teams and Skype are used for communication during meetings. Webcams are optional, and if a mic is not available on your computer, you may use a phone to call into the meeting. You will receive this information after your appointment is confirmed by a SupportCALL representative. For remote configurations, we will have you connect us to your computer via our SupportDesk remote software at the beginning of your appointment. We prefer not to use other meeting clients or remote connection software. A ticket system login is created for registered clients to allow the creation of callout requests.
 === 20. Documentation and Screenshots ===
 After responding to your initial request with a booking link, you may send us any information that will assist during your appointment. Documentation sent prior to an appointment will be reviewed at the technician’s discretion. We are not obligated to review any documentation before a meeting as it is considered billable time. Do not send passwords or sensitive information via email or this contact form. The technician will request this information during your meeting or coordinate a secure way to receive it.
-=== 21. Warranty Information ===
+=== 21. Bookings ===
-Due to the nature of the work performed, there is no warranty on hourly work. Each hour worked is billable regardless of the outcome. While recommendations will be made regarding the level of effort required to implement a solution or fix an issue, it is up to you to specify if there is a cap on the number of hours. Products or third-party services come with their own warranty and support from the provider. SupportCALL will assist as much as possible, but fees may apply. All work is billable, and periodic slow billing can occur. Terms and pages may be updated or changed without notification, and it is your responsibility to check for changes regularly.
+All bookings may have a cancellation fee that applies.\\
+**Ticket System**\\
+https://tickets.supportcall-isp.co.za/ \\
+Create your request via our ticket system.\\
+**Google Scheduling**\\
+https://comau.supportcall.co.za/ \\
+https://www.supportcall.co.za/ \\
+Create your request via our website appointment link on site.\\
+\\
+**Booking Terms**\\
+On-Time Policy:\\
+\\
+Meetings Start on Time: Appointments begin at the scheduled time.\\
+Grace Period: We understand! A 5-minute grace period is offered for late arrivals.\\
+\\
+**Cancellation Policy:**\\
+Respectful Rescheduling: We value your time and ours. To reschedule or cancel, please notify us by phone call or email at least 24 hours before your appointment.\\
+Late Cancellations & No-Shows: Missed appointments with less than 24 hours' notice will be charged the full scheduled time.\\
+\\
+**Keep in mind:**\\
+Timely communication ensures efficient service and allows us to assist other clients in need.\\
+\\
+SupportCALL, empowers clients through ICT professionals and ICT professionals to stay ahead of the curve. \\
+Your success is our success. \\
+\\
+Booking form\\
+First name · Surname · Email address · Phone number\\
+CALLOUT or MEETING\\
+SHORT DESCRIPTION\\
+COMPANY NAME\\
+PHYSICAL ADDRESS\\
+\\
+=== 22. Warranty Information ===
+Due to the nature of the work performed, there is no warranty on hourly work. Each hour worked is billable regardless of the outcome. While recommendations will be made regarding the level of effort required to implement a solution or fix an issue, it is up to you to specify if there is a cap on the number of hours. Products or third-party services come with their own warranty and support from the provider. SupportCALL will assist with these as much as possible, but fees may apply. All work is billable, and periodic slow billing can occur. Terms and pages may be updated or changed without notification, and it is your responsibility to check for changes regularly.
-=== 22. Protection of Personal Information ===
+=== 23. Protection of Personal Information ===
 We hold your and your company's information and data in the highest regard. Best practices include:
   * Encrypting all sensitive data during storage and transmission.
@@ Line 77: / Line 110: @@
   * Providing training to staff on data protection and privacy policies.
-By using the Ticket System, sites, and services, you acknowledge that you have read, understood, and agree to be bound by these Terms of Use.
+=== 24. Ticket System Workflow ===
+This section outlines the specific workflow for handling tickets received from clients.
+**Setup:**
+  * Clients have access to the SupportCALL Ticket System via a self or SupportCALL assisted created login.
+  * Clients can log in and create either Estimate Requests or Callout Requests (Cabling, Onsite or Remote Support).
+  * These requests are actioned by SupportCALL as these tickets are created by the with their own login to the SupportCALL Ticket System.
+**Additional Fields:**
+  * To aid Clients and link to Client Systems as a tracking record, additional fields are provided: (some examples below)
+    * Own HelpDesk linked (ticket/order): A Choice stating if there is a ticket or reference on a system of yours we can refer this request to.
+    * Own HelpDesk / Order #: Please enter the ticket or reference number on your system.
+**Purchase Order Box:**
+  * A PO box field is available to add a PO # if available at the time of ticket creation. This is a new addition but is filled in if provided after ticket creation.
+**Ticket Creator Information:**
+  * The ticket shows a field for the creator to enter their name, number, and email as a reference to the ticket.
+**Completion and Verification:**
+  * After a job is completed and the ticket updated, a verification request is usually sent to clients to verify the resolution and that processing of the ticket may be done.
+    * (example) GOOD DAY, PLEASE CHECK CURRENT RESOLVE, PLEASE ALSO CONFIRM WE MAY CLOSE AND MARK THIS TICKET AS RESOLVED, AND PROCESS AND BILL, THANK YOU VERY MUCH
-----
+**Processing of tickets:**
-----
+  - Processing of ticket (in other words, closing and invoicing) will be done once the client has responded to the resolution verification request or when enough time has passed for SupportCALL to deam the client is satisfied that the ticket is resolved and that SupportCALL my process and invoice the ticket.
-===== Terms of Enduser Ticket System Usage =====
-----
-WE THANK YOU FOR FOR USING OUR SYSTEMS AND SERVICES.
-SupportCALL (PTY) LTD. hereafter SupportCALL
-**Read entire page please...**
-**By using this site or our Ticket System, or accessing it or any of our services you agree to the terms on this page and also that sent by SupportCALL directly to ALL its clients.**
-----
-===== Terms of Enduser Ticket System Usage =====
-==== 1. Acceptance of Terms ====
-By using our Ticket System or our services, you agree to comply with and be bound by these Terms of Use. If you do not agree, please do not use the system, site, services.
-==== 2. User Responsibilities ====
-You are responsible for maintaining the confidentiality of your account and password and for restricting access to your computer. You agree to accept responsibility for all activities that occur under your account.
-==== 3. Permitted Use ====
-You may use the Ticket System only for lawful purposes and in accordance with these Terms. You agree not to use the system, site, services.:
-  * In any way that violates any applicable local, national, or international law or regulation.
-  * To impersonate or attempt to impersonate the company, a company employee, another user, or any other person or entity.
-==== 4. Ticket Submission ====
-When submitting a ticket, provide accurate and complete information. You are responsible for the content of your submissions, and you agree not to submit any false, misleading, or inappropriate content.
-==== 5. Data Privacy ====
-All personal data provided by you through the Ticket System will be handled in accordance with our Privacy Policy. You consent to the collection, use, and disclosure of your personal data as described in the Privacy Policy.
-==== 6. Service Availability ====
-We strive to ensure the Ticket System is available 24/7, but we do not guarantee uninterrupted access. Maintenance, updates, or technical issues may result in temporary service interruptions. We do however do our utmost to ensure maximum available services.
-==== 7. Modification of Terms ====
-We reserve the right to modify these Terms at any time. Any changes will be effective immediately upon posting the revised Terms on our website. Your continued use of the Ticket System after the posting of revised Terms constitutes your acceptance of the changes.
-==== 8. Intellectual Property ====
-All content, trademarks, and data on the Ticket System, including software, databases, text, graphics, icons, and hyperlinks, are the property of the company and are protected by law.
-==== 9. Third-Party Links ====
-The Ticket System may contain links to third-party websites. These links are provided for your convenience only. We have no control over the content of these sites and accept no responsibility for them or for any loss or damage that may arise from your use of them.
-==== 10. Limitation of Liability ====
-To the fullest extent permitted by law, the company shall not be liable for any indirect, incidental, special, consequential, or punitive damages, or any loss of profits or revenues, whether incurred directly or indirectly, or any loss of data, use, goodwill, or other intangible losses resulting from your use SupportCALL , our subcontractors or of the Ticket System.
-==== 11. Governing Law ====
-These Terms of Use shall be governed by and construed in accordance with the laws of the jurisdiction in which the company is established, without regard to its conflict of law principles.
-==== 12. Contact Information ====
-For any questions about these Terms of Use, please contact us through the support contact information provided on our website.
-==== 13. User Agreement ====
-It is and will remain your and the company you represent responsibility to check this page so as to stay abreast of any changes relating to the use of any SupportCALL sites or service terms. By signing in to this site, you do so as a representative of your company or the company you work for.
-==== 14. Ticket and Work Handling ====
-All Tickets and work will be attended to as soon as possible with extra notice of the user-set Priority level or within the SLA time period. It is also agreed that your company or the company you work for will not in any way try to or entertain the idea of bypassing SupportCALL to make direct use of any of SupportCALL staff, representatives, sub-contractors, or contractors in any way. You would also try to provide us with as much information about the issue as possible and what steps were taken to try to resolve the issue.
-==== 15. Local Tech Engagement ====
-You, or anyone you work for or the company you work for or own, may under no circumstances deal in any way directly with the LOCAL TECH. ALL work MUST be logged via the SupportCALL Ticket System. If you, or anyone you work for or the company you work for or own, has had the relationship with SupportCALL come to an end, you, or anyone you work for or the company you work for or own, may in no way contact or do any business with any of the LOCAL TECH's or SupportCALL staff for a minimum time period no shorter than 10 (ten) years, unless the relationship with SupportCALL is reestablished.
-==== 16. New Location Services ====
-If you/client require services in a new location, contact us to check if we have a local tech in that location. If you/client require a local tech in an area/location not currently serviced by us, we can have a local tech in place within a 2-week period if you cannot show us that the volume of work in that location makes it feasible. The rates charged may vary from job to job as there are a number of variable factors in having a local tech, like travel, costs, skill level of tech, etc.
-==== 17. Rate and Billing ====
-Consulting with SupportCALL starts at AUD $200.00 (ZAR R450) per hour, billed in 30-minute increments, with a 1-hour minimum purchase required. Callouts range between AUD $35.00 (ZAR R450) to AUD $±250 (ZAR R3000) per hour, billed in 30-minute increments, with a 1-hour minimum purchase required. Ask us regarding our rates for retirement homes and pensioners (subject to verification). Rates vary by the complexity of the project or job. Estimates can be given upfront if a clearly defined scope of work is provided. A 1-hour appointment may be required to discuss larger/more complex projects. Any work performed outside of normal business hours or on holidays will be billed at a higher rate. If you would like to request a consultation with David Maree directly, the rate will be higher. If your consulting project involves some of the following products, the hourly rate will increase due to the advanced nature of the work involved. The list includes but is not limited to:
-  * XCP-ng
-  * HAProxy
-  * TrueNAS
-Hours can be pre-purchased upon request or when required by a project. An account is required for pre-purchase hours. To set up your account, we will request billing information, then an invoice will be generated and sent for the estimated hours we discussed, and that time will be credited to your account upon receipt of payment. When you purchase a block of hours, those hours are credited to your account for use during our regularly scheduled times. Invoices are due immediately. We look forward to starting work once payment is confirmed. Unused hours expire 1 year from the date of purchase.
-==== 18. Consulting Hours ====
-Our normal service hours are Monday through Friday, 09H00 until 16H00.
-==== 19. Meeting Coordination ====
-Teams and Skype are used to communicate during meetings. Webcams are optional, and if a mic is not available on your computer, you may use a phone to call into the meeting. You’ll receive this information after your appointment is confirmed by a technician. If any remote configuration is required, we will have you connect us to your computer via Screenconnect at the beginning of your appointment. We prefer not to use other meeting clients or remote connection software. We also have a ticket system. A ticket system login is created for registered clients to allow these clients to create callout requests in this way.
-==== 20. Documentation and Screenshots ====
-After we respond to your initial request with a booking link, you may send us whatever information you think will help during your appointment if needed. Any information sent prior to an appointment will only be reviewed at the technician’s discretion. We are not required to review any documentation prior to a meeting as that is considered billable time. DO NOT send any passwords or sensitive information via email or this contact form. The technician will either request that information during your meeting or coordinate a secure way to send the information otherwise.
-==== 21. Warranty Information ====
-Due to the nature of the work that we perform, there is no warranty on hourly work. Each hour that we work is billable regardless of the outcome of said work. While we will make recommendations on the level of effort required to implement a solution or fix an issue, it is up to you to let us know if there is a cap on the number of hours we spend per engagement. Any products or 3rd party services carry the warranty, support, and service linked to that product from that provider directly. We would, however, do our utmost to assist, but fees may apply. Please ask and check on these. All work is billable, and periodic slow billing can happen. These terms and pages may be updated or changed without notification, and it is your responsibility as a client, user, and consumer to check for any changes on a regular basis to ensure you are aware of any and all. These also apply to our Peace of Mind for Seniors.
-==== 22. Protection of Personal Information ====
-We hold your and your company's information and data in the highest regard. Our primary focus is to not store your information or data in any way other than what is directly negotiated and agreed upon between us and our clients. Best practices include:
-  * Encrypting all sensitive data during storage and transmission.
-  * Regularly updating and patching our systems to protect against vulnerabilities.
-  * Implementing strict access controls and ensuring that only authorized personnel have access to sensitive information.
-  * Conducting regular security audits and assessments.
-  * Providing training to staff on data protection and privacy policies.
 By using the Ticket System, sites and services, you acknowledge that you have read, understood, and agree to be bound by these Terms of Use.
 ===========================
@@ Line 183: / Line 141: @@
+[[http://tickets.supportcall-isp.co.za/|Return to Login]]
-[[http://sc-tickets.supportcall-isp.co.za/|Return to Login]]
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