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

--- terms_of_subcontractor_service [2024/08/27 19:33] – thesaint
+++ terms_of_subcontractor_service [2025/10/14 01:11] (current) – [16. Local Tech Engagement (REVISED RESTRAINT CLAUSE)] thesaint
@@ Line 1: / Line 1: @@
-**''see last modified date at base of all pages''**
+**//see last modified date at base of all pages//**
-{{:sc-ts.png?direct&700|http://sc-tickets.supportcall-isp.co.za/scp/ }}
+{{:sc-ts.png?direct&700|http://sc-tickets.supportcall-isp.co.za/scp/}}
-===== Terms of Subcontractor Service =====
+===== Terms of Subcontractor Service =====
 ----
+WE THANK YOU FOR YOUR GREAT SERVICE.\\
+SupportCALL (PTY) LTD. (hereafter referred to as **SupportCALL**)\\
-WE THANK YOU FOR YOUR GREAT SERVICE.
+**//Please read the entire page.//**\\
+**By using this site or the SupportCALL Ticket System, you agree to the terms outlined here and in any official communication from SupportCALL.**
-SupportCALL (PTY) LTD. hereafter SupportCALL
-**Read entire page please...**
-**By using this site (and/or the SupportCALL Ticket System) or accessing it you agree to the terms on this page and also that sent by SupportCALL directly to its subcontractors.**
 ----
+=== USE OF THIS SITE, SUPPORTCALL TICKET SYSTEM AND WORK HANDLING ===
-=== USE OF THIS SITE, SUPPORTCALL TICKETS SYSTEM AND HANDLING OF REQUESTS AND WORK ===
+  * It is **your responsibility** to regularly **check this page for updates** (see **Section 14** for notification terms on Material Changes).
-  * 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 this site or service terms.
+  * By signing in, you act on behalf of your **company or the company you work for**.
-  * By signing in to this site you do so as a representative of your company or the company you work for.
+  * **Subcontractor** agrees to perform **on-site** and **remote ICT services** as instructed by **SupportCALL** (**hardware**, **software**, **networking**, **cabling**, **PABX**, **biometrics**, etc.).
-  * All Tickets and work will be attended to as soon as possible with extra notice of the user set Priority level.
+  * Tasks flagged as **"special projects"** may require **prior quotation** and **approval**.
-  * Contact must be made with the end-user within 24hrs to get any extra information and arrange a time and date to attend onsite.
+  * **Tickets** must be responded to **ASAP**, prioritizing according to user-set **Priority Level**.
-  * The above appointment date and time needs to be noted in the Ticket System.
+  * **Contact** the **end-user** within **24 hours** to gather additional info and **schedule site visit**.
-  * All communication must be done via the Ticket System
+  * **Log** the **agreed visit date/time** in the **Ticket System**.
-  * Tickets **must** be updated as set out in the example found ( [[local_tech_field_report|here]] ) on the wiki site, or in the canned replies on the ticket system.
+  * All **communication** must go through the **Ticket System**.
-  * All tickets MUST be updated fully and as outlined at the first possible opportunity within 24hrs and no longer than 48hrs after completion.
+  * **Update** tickets following the [[local_tech_field_report|**standard reporting example**]].
-  * All communication in the Ticket System must be done in the **[** Post Internal Note **]** tab of the ticket.
+  * Tickets must be **updated within 24 hours** of work and no later than **48 hours**.
-  * If physical work ( //cabling, moving hardware etc// ) is needed then there must always be before and after photos.
+  * Use the **[Post Internal Note]** tab for all **ticket communication**.
-  * If physical work ( //cabling, moving hardware etc// ) is needed, that needs prior quoting/estimates will be submitted to SupportCALL prior to doing the work.
+  * For **physical work** (e.g., cabling, moving hardware), always take **before/after photos**.
-  * there must always be before and after photos.
+  * Submit **quotes** for such work **before proceeding**.
-  * These photos must be attached to the **[** Post Internal Note **]** on the ticket.
+  * Upload **photos** to **[Post Internal Note]** tab, **clearly labelled**.
-  * Tech must always attempt to take photos of ICT equipment serial numbers when onsite, photos must be taken of serial numbers no later than every 3rd visit to a site. Equipment are things like all devices in or attached to the data cabinet, AP (access points, repeaters, UPS etc network and ICT equipment.)
+  * Photograph **serial numbers** of equipment at least every **3rd site visit**:
-  * Set the correct **[** Ticket Status **]**, **[** Time Spent **]** and **[** Time Type **]**
+    * **APs**
-  * Set if the **[** Time Spent **]** was billable or not.
+    * **Repeaters**
-  * Work will be done at the agreed rate. ( //if unsure please contact and confirm rate// )
+    * **UPS**
-  * SupportCALL clients will remain SupportCALL clients and no work is allowed that bypasses or excludes SupportCALL.
+    * **Switches**
-  * All communication and correspondence must be with SupportCALL directly unless instructed to communicate directly with the client or any other person.
+    * **Firewalls**
-  * Tickets must be updated at the first opportunity to allow SupportCALL to report back the client.
+    * **etc.**
-  * All invoicing needs to be submitted as soon as possible and correct to enable SupportCALL to invoice the clients and so to effect payment on an invoice.
+  * Always set correct **Ticket Status**, **Time Spent**, and **Time Type**.
-  * You, or anyone you work for or the company you work for or own may under no circumstances keep save or do anything with information or data from SupportCALL or any of its clients you may be asked to do work for other than what you have been requested to do.
+  * Indicate whether **time is billable or not**.
-  * 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 client or attend to work that comes from any of SupportCALL (PTY) LTD. clients.
+  * Work is performed at the **agreed rate** (**confirm** with **SupportCALL** if unsure).
-  * 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, SupportCALL clients or SupportCALL staff for a minimum time period no shorter than 10 (ten) years. Unless the relationship with SupportCALL is reestablished.
+  * SupportCALL clients remain with **SupportCALL** — **no bypass** or **independent client dealings**.
-  * ALL work must be assigned via the SupportCALL Ticket System
+  * Only **communicate directly** with clients if instructed by **SupportCALL**.
-  * Any and all data or information from SupportCALL or any of its clients you may be asked to do work for must me permanently deleted from any and all your systems when leaving the site and completing a call but no later than 3 months after the original call or finalisation of the ticket and ownership of a ticket moved back to SupportCALL.
+  * **Prompt ticket updates** allow SupportCALL to **report to clients effectively**.
-  * All work will be done in a professional manner.
+  * **Invoices** must be submitted **timely and accurately**. Submit by the **25th** of each month.
-  * All contact with the end-user will be in a professional ( //without compromise// ), as a representative of SupportCALL.
+  * **Payment** is made within **30 days** of SupportCALL receiving **client payment**.
-  * All work needs to be done in the way set out by SupportCALL.
+  * **Consolidating tickets** onto one invoice **without prior approval** may cause **delays**.
-  * All work needs to be done as requested by the client.
+  * One Ticket, one invoice.
-  * Detailed records and reports need to be kept and entered on the report back to SupportCALL.
+  * You may **not retain or use any data/information** from SupportCALL or its clients for any other purpose.
-  * When physical work is to be done, before and after photos must be taken and attached to the report on the Ticket System.
+  * After **termination**, no contact with **LOCAL TECHs**, **clients**, or **staff** for at least **10 years**, unless formally **re-engaged** by **SupportCALL**.
-  * All photos must be clear and clearly show the subject and area in question.
+  * **ALL jobs** must be assigned via the **SupportCALL Ticket System**.
-  * Tickets need to be updated ASAP.
+  * **Delete all client data** from your systems upon call completion or within **3 months**.
-  * To do all work on behalf of SupportCALL and as a local agent representative of SupportCALL.
+  * Maintain **professionalism** and **quality** at all times.
-  * You also agree to handle all jobs as a professional and as speedily as possible without compromising on delivering exceptional service.
+  * Treat **end-users respectfully** — as **SupportCALL representatives**.
-  * Doing the work the client needs, in the way set out by SupportCALL.
+  * All work must follow **SupportCALL/client instructions** exactly.
-  * Keeping a detailed record of what was found on arrival, all steps taken to troubleshoot and what was the resolution. Then update the ticket system with this information and all photos before starting work and after they resolve.
+  * Maintain **detailed logs** and submit **complete reports**.
-  * Also, confirm with the client's head office of resolve.
+  * Always **confirm resolve** with **client HQ**.
-  * Cabling Quotes: Quotes are required for any cabling-related work. All quotes for any cabling-related work undertaken during projects or actioning of tickets must be provided for client billing purposes. Please ensure these quotes are sent and refer to the ticket number.
+  * **Quotes** are required for **all cabling work** — include **ticket reference** in the quote.
-  * Detailed Report on tickets "- JOBCARD LOCAL TECH": We require a comprehensive report documenting the completed work via INTERNAL NOTES. This needs to detail what was found on arrival, steps taken to ascertain the cause and the solution and the steps taken and what was the results. An example can be found on the wiki pages, see the link below.
+  * Use the **field report format** as per [[local_tech_field_report|**this example**]].
-  * [[local_tech_field_report|How to Use Our Ticket System Field Report]]
+  * Attach **BEFORE** and **AFTER photos** to ticket **INTERNAL NOTES**, **clearly labelled**.
-  * Before and After Photos: All photos, both BEFORE and AFTER completion, must be uploaded to the INTERNAL NOTES section of the ticket system. Please ensure each photo is clearly labelled with the date and location for accurate reference.
+  * **Invoicing**:
-  * We can only bill the client once all work and reporting have been completed as outlined.
+    * One **invoice per ticket**.
-  * Your invoices needs to be set out as callout or cabling with a brief description and travel if applicable
+    * Reference **ticket number**.
-  * Invoices needs to reference the ticket number applicable to that invoice
+    * Mark clearly as **"callout"** or **"cabling"**, include **travel** if needed.
-  * One invoice per ticket
+    * Ensure **tickets are separate** per **issue/request**.
-  * We instruct clients to create new ticket requests for each issue or request. This is to aid LOCAL TECH to keep to one invoice per ticket.
-=== PRIORITY ===
+=== SERVICE LEVELS ===
-Careful notice needs to be taken off the PRIORITY LEVEL every time on the login of all tickets.
+  * Critical: Contact within 2 hours, onsite within 8 business hours.
-You should be notified from the system if the priority level has been changed but you may have missed the notification.
+  * High: Contact within 4 hours, onsite within 16 business hours.
-  * Notify the end-user of the intended time and date for the visit
+  * Medium: Contact within 8 hours, onsite within 24 business hours.
-  * Confirm time
+  * Low: Contact within 24 hours, onsite within 48 business hours.
-  * Record the time of appointment on the TicketSystem
+  * Failure to meet SLAs may result in review or penalties.
-  * If for any reason you can nolonger attend at the arranged time, notify the end-user, update the TicketSystem and also notify SupportCALL
+  * Unless otherwise agreed
-  * If you can't make the scheduled time then arrange a new time
-  * Notification of being late or unable to attend on a given day needs to be done timeously to avoid client waiting.
-Communication is the key to good service.
+=== PRIORITY ===
+  * Always review the ticket's Priority Level on login.
+  * If the system sends a change notice, but you miss it, still take care.
+  * Notify end-user of visit date/time and confirm appointment.
+  * Record appointment in the Ticket System.
+  * If you cannot attend, inform the end-user, update the ticket, and notify SupportCALL.
+  * Timely communication avoids user frustration.
 === CONFIDENTIALITY ===
-The parties undertake that any and all information will be kept confidential.
+  * All exchanged or learned information is confidential.
-  * any information which either party communicates to the other and which is stated to be or by its nature is intended to be confidential.
+  * Includes financials, operations, strategy, client relationships, R&D, etc.
-  * All other information of the same confidential nature concerning the business of the other party which comes to the knowledge of either party while it is engaged in terms of this agreement, including (without being limited to).
+  * When unsure, treat information as confidential.
-  * details of the other party’s financial structures and operating results.
+  * No unauthorized use or disclosure.
-  * details of client how we work and operation between us and sub-contractors, clients and suppliers.
+  * You must return/destroy all data and documents upon termination.
-  * details of the other party’s strategic objectives and planning; and.
-  * information relating to the other party’s past, present and future research and development.
-  * if either party is uncertain about whether any information is to be treated as confidential in arbitration, it shall be obliged to treat it as such until written clearance is obtained from the other party.
-  * Each party undertakes not to disclose any information, which is to be kept confidential in arbitration, nor to use such information for its own or anyone else’s benefit.
-  * Notwithstanding the provisions of arbitration, either party shall be entitled to disclose any information to be kept confidential if and to the extent only that the disclosure is bona fide and necessary for the purposes of carrying out its duties.
-  * Subject to the provisions of the Act, the obligation of confidentiality placed on either party in the arbitration, shall cease to apply to such party in respect of any information, which ceases to be secret and confidential through no fault of such party.
-  * Each party shall give up all papers, correspondence, records, copies and other documents of every kind concerning or containing any reference to the other’s business on the expiration or termination for any other reason of this agreement.
 === POPIA (Protection of Personal Information Act) ===
-  * As a subcontractor, associate with or affiliate of SupportCALL (PTY)LTD. you or the company that you own or represent may in no way, shape or form keep or make use of any information other than for the sole use of completing tasks as requested by SupportCALL and its clients and that you or the company that you own or represent would always comply with the act and also never keep, use or distribute.
+  * Subcontractors must comply with POPIA.
-  * other than in accordance with the act and requests from SupportCALL and its clients with notification to SupportCALL (PTY) LTD.
+  * No client data may be kept, shared, or used outside SupportCALL-authorized purposes.
+===== 11. Governing Law =====
+**11.1.** These Terms of Use shall be governed by and construed in accordance with the laws of the **SupportCALL entity** that is the contracting party and that issues the instruction for the services.\\
+**11.2.** If the contracting party is **SupportCALL (Pty) Ltd** (South Africa), the governing law will be the laws of **South Africa**.\\
+**11.3.** If the contracting party is **SupportCALL (Australia) Pty Ltd** (or equivalent Australian entity), the governing law will be the laws of the **State/Territory of that entity’s principal place of business** (e.g., Victoria) and the **Commonwealth of Australia**.\\
+**11.4.** By entering into this Agreement, you irrevocably submit to the exclusive jurisdiction of the Courts of the applicable Governing Law jurisdiction.
-=== DISPUTE ===
+===== 12. Liability and Indemnification =====
-  * Any and all disputes will remain between SupportCALL (PTY) LTD. and the service provider only.
+**12.1. Subcontractor Liability:** The Subcontractor is solely liable for any and all loss, damage, injury, or expense arising from the performance of services under this Agreement, including liability arising from the Subcontractor's **(a) negligence or wilful misconduct**, **(b) breach of contract**, **(c) errors, omissions, or delays**, or **(d) breach of any statutory or common law duty (including consumer guarantees)**.\\
-  * In the event of any dispute or difference arising between the parties relating to or arising out of this agreement, including the implementation, execution, interpretation, rectification, termination or cancellation of this agreement, the dispute shall in the first instance be referred to the parties senior executives for resolution. In the event of the dispute not having been resolved within 7 (seven) days of the date of such referral (or such longer period as the party's senior executive may agree in writing)
+**12.2. Indemnification:** Subcontractor agrees to indemnify, defend, and hold SupportCALL harmless against any and all claims, demands, liabilities, costs, or damages (including legal costs on a full indemnity basis) incurred by SupportCALL arising from or in connection with the Subcontractor's performance of services, including third-party claims by end-users or clients.\\
-  * Each of the parties hereby irrevocably agrees that the decision of the arbitrator in the arbitration proceedings –
+**12.3. Insurance:** Subcontractor must maintain suitable insurance (including Professional Indemnity, Public Liability, and Workers Compensation/equivalent) with coverage amounts deemed necessary by SupportCALL, and must provide proof of coverage upon request. Failure to maintain required insurance is a material breach of this Agreement.\\
-  * shall be final and binding on each of them; and
+**12.4. Limitation of Liability to Subcontractor:** SupportCALL's total aggregate liability to the Subcontractor for any and all claims arising out of or related to this Agreement shall be limited to the total fees paid by SupportCALL to the Subcontractor in the three (3) months immediately preceding the date the claim arose.
-  * will be carried into effect; and
-  * be made an order of any court to whose jurisdiction the parties are subject; and
-  * the arbitrator shall be entitled to investigate or cause to be investigated any matter, fact or thing which he considers necessary or desirable in connection with any matter referred to him for decision; and
-  * the law governing this Agreement shall be South African or Australian law depending on the applicable SupportCALL office location but primary being Australian law, and the Court having jurisdiction to enforce any award made under this clause shall be the appropriate division of the High Court of South Africa or Australian law depending on the applicable SupportCALL office location but primary being Australian law, which has jurisdiction over the party against whom the award is being enforced.
-=== NOTE ===
+===== 13. Dispute =====
-  * "ALL" work regardless should come via instruction from SupportCALL or our client's HQ contact and should normally be noted on the ticket by the instructing person or company.
+  * Disputes remain between SupportCALL and the subcontractor only.
-  * Remember, the end-user would want everything (top-of-the-range printers, computers, 5x monitors...), but our client HQ has budgets, set ways they want **their** network and **most importantly**, our instructions and the payment of our account comes from our clients HQ. So what HQ says rather than end-user.
+  * Refer disputes to senior executives first.
-  * We do relay end-user requests and issues to our client's HQ via the Ticket System and the decision or resolve action (if any) does come from instruction from our client's HQ, not the end-user.
+  * If unresolved in 7 days, it moves to arbitration.
-  * This said, we must **always** do our utmost best to keep the end-user happy because people find it easier to report negative things rather than positive, remember if the end-user is happy they work harder and deliver better work for our client.
+  * Arbitration is final, binding, enforceable by High Court.
-  * Build a relationship with clients that last
+  * **The arbitration will be governed by the laws determined under Clause 11.**
-  * Look after the customer
-Again, **THANK YOU VERY MUCH FOR YOUR GREAT SERVICE**
+===== 14. Modification of Terms =====
+**14.1.** SupportCALL reserves the right to modify these Terms of Service from time to time to reflect changes in our business practices or legal and regulatory requirements.\\
+**14.2. Minor Changes:** For minor, non-material changes (e.g., correcting typos, adding contact information, or changes not affecting the core rights and obligations of the Subcontractor), the revised Terms will be effective immediately upon posting on the Ticket System.\\
+**14.3. Material Changes & Notice:** If a change is deemed **Material** (including, but not limited to, changes to payment terms, the scope of the Restrictive Covenant, or the Liability provisions), SupportCALL will provide the Subcontractor with **at least 30 calendar days' written notice** of the change before it takes effect. This notice will be delivered by one or more of the following auditable methods:
+  * **(a) System Notification:** A dedicated message posted to the **Ticket System message center** (logged against the Subcontractor's account).
+  * **(b) Login Screen Banner:** A non-dismissible notice or banner placed on the Ticket System login page.\\
+**14.4. Acceptance:** If the Subcontractor **logs in to the Ticket System** or **accepts a new ticket** after the effective date of the Material Change, the Subcontractor will be deemed to have accepted the new Terms. The act of logging in or accepting a ticket constitutes acceptance.
+===== 15. Term and Termination =====
+  * Agreement begins upon first login and remains until terminated.
+  * Either party may terminate with 30 days' written notice.
+  * SupportCALL may terminate immediately for serious breaches (including failure to maintain insurance, breach of Confidentiality, or gross negligence).
+===== 16. Local Tech Engagement =====
+**16.1. Prohibition on Bypassing SupportCALL:** The Subcontractor may under no circumstances engage directly with **SupportCALL's clients, end-users, or referral sources** outside of the SupportCALL Ticket System or agreed channels, both during the term of this Agreement and thereafter.\\
+**16.2. Post-Termination Non-Solicitation (Restrictive Covenant):** If this Agreement ends, the Subcontractor, or anyone associated with them, may not contact, solicit, or conduct business directly with any **SupportCALL Staff, clients, or end-users** who were clients of SupportCALL during the **12 months** immediately prior to termination.\\
+**16.3. Duration:** This restriction remains in force for a minimum period of **12 months** following the termination of this Agreement **or any SupportCALL services.**\\
+**16.4. No Poaching:** The Subcontractor agrees not to solicit, entice, or poach any **LOCAL TECHs, subcontractors, partners, or associates** of SupportCALL for a period of **12 months** following termination.\\
+**16.5. Enforcement:** If any part of this Clause 16 is found by a competent authority to be invalid or unenforceable, the Subcontractor agrees that the provision shall be read down to the maximum period and scope legally permissible to protect SupportCALL’s legitimate business interests, confidential information, and client goodwill.
+===== 17. Severability =====
+  * If any clause is invalid, the rest remain effective.
+=== NOTE ===
+  * Work must be instructed by SupportCALL or client HQ (and must be visible in ticket).
+  * End-user requests go through HQ.
+  * Keep end-users happy—this builds lasting client trust.
+  * Build relationships. Look after the customer.
-**Please remember...**
+**THANK YOU FOR YOUR GREAT SERVICE.**
-  * Take a little extra time and do it properly.
-  * Do it properly the first time.
-  * Customer service.
-  * Only do work you have been instructed to do via the ticket system, SupportCALL or the client HQ ( //in writing on ticket// )
-  * Always use the **[** Post Internal Note **]** to update tickets.
-  * Use the XnConvert program to half the image and save it as .jpg before emailing it to SupportCALL or adding it to the ticket system ( [[http://www.xnview.com/en/xnconvert/|www.xnview.com/en/xnconvert/]] )
-  * Request the xnconvert config [[http://www.supportcall.co.za/sc-extras/sc-resize-aspectfit-50%25-jpg.xbs|file]] (right-click "save as")
-  * Be on time or inform SupportCALL and the client.
-  * **ALWAYS**, **take photos BEFORE & AFTER** ( //cover your ass and ours// )
+**Please remember:**
+  * Take your time—do it properly the first time.
+  * Focus on customer service.
+  * Only do work that’s been officially requested.
+  * Always use **[Post Internal Note]** for updates.
+  * Use XnConvert to resize photos before upload/email — [[http://www.xnview.com/en/xnconvert/|XnConvert Download]]
+  * Use the correct config — [[http://www.supportcall.co.za/sc-extras/sc-resize-aspectfit-50%25-jpg.xbs|R-Click Save As. Download Config File]]
+  * Use the correct config — [[http://www.supportcall.co.za/sc-extras/sc-resize-aspectfit-50%25-jpg.zip|Download Config File]]
+    * If any issues downloading, please contact us to send the file directly
+  * Be punctual or communicate delays.
+  * **Always take BEFORE & AFTER photos.**
+[[https://tickets.supportcall-isp.co.za/scp/|Return to Login]]
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