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terms_of_enduser_ticket_system_usage [2024/08/19 20:55] – thesaintterms_of_enduser_ticket_system_usage [2024/12/30 16:03] (current) – thesaint
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 === 2. User Responsibilities === === 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 === === 3. Permitted Use ===
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 === 4. Ticket Submission === === 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 === === 5. Data Privacy ===
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 === 7. Modification of Terms === === 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 === === 8. Intellectual Property ===
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 === 10. Limitation of Liability === === 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 === === 11. Governing Law ===
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 === 13. User Agreement === === 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 === === 14. Ticket and Work Handling ===
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 === 19. Meeting Coordination === === 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 === === 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. 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: 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.   * Encrypting all sensitive data during storage and transmission.
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   * Providing training to staff on data protection and privacy policies.   * Providing training to staff on data protection and privacy policies.
  
-=== 23. Ticket System Workflow ===+=== 24. Ticket System Workflow ===
 This section outlines the specific workflow for handling tickets received from clients. This section outlines the specific workflow for handling tickets received from clients.
  
 **Setup:** **Setup:**
-  - Clients have access to the SupportCALL Ticket System via a self created login. +  * 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). +  * 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 client directly with their own login to the SupportCALL Ticket System.+  * These requests are actioned by SupportCALL as these tickets are created by the with their own login to the SupportCALL Ticket System.
  
 **Additional Fields:** **Additional Fields:**
-  - To aid Clients and link to Client Systems as a tracking record, additional fields are provided: (some examples below) +  * 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 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.+    * Own HelpDesk / Order #: Please enter the ticket or reference number on your system.
  
 **Purchase Order Box:** **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.+  * 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:** **Ticket Creator Information:**
-  - The ticket shows a field for the creator to enter their name, number, and email as a reference to the ticket.+  * The ticket shows a field for the creator to enter their name, number, and email as a reference to the ticket.
  
 **Completion and Verification:** **Completion and Verification:**
-  - After a job is completed and the ticket updated, a verification request is usually sent to clients to verify the resolve and that processing of the ticket may be done.+  * 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.
  
 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. 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.
terms_of_enduser_ticket_system_usage.1724100926.txt.gz · Last modified: 2024/08/19 20:55 by thesaint