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terms_of_subcontractor_service [2025/06/11 11:30] – thesaintterms_of_subcontractor_service [2025/10/14 01:11] (current) – [16. Local Tech Engagement (REVISED RESTRAINT CLAUSE)] thesaint
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-**''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.). 
-  * Subcontractor agrees to perform IT-related tasks as instructed by SupportCall, specifically those requiring on-site presence, including but not limited to Hardware, Software, Networking, Cabling, PABX, and Biometric Reader support, as defined by SupportCall's client agreements.  Subcontractor understands that work classified as 'special projects' by SupportCall's clients may be subject to separate quotation and approval.  +  * Tasks flagged as **"special projects"** may require **prior quotation** and **approval**. 
-  * All Tickets and work will be attended to as soon as possible with extra notice of the user set Priority level. +  * **Tickets** must be responded to **ASAP**, prioritizing according to user-set **Priority Level**. 
-  * Contact must be made with the end-user within 24hrs to get any extra information and arrange a time and date to attend onsite. +  * **Contact** the **end-user** within **24 hours** to gather additional info and **schedule site visit**. 
-  * The above appointment date and time needs to be noted in the Ticket System. +  * **Log** the **agreed visit date/time** in the **Ticket System**. 
-  * All communication must be done via the Ticket System +  * All **communication** must go through 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. +  * **Update** tickets following the [[local_tech_field_report|**standard reporting example**]]. 
-  * All tickets MUST be updated fully and as outlined at the first possible opportunity within 24hrs and no longer than 48hrs after completion. +  * Tickets must be **updated within 24 hours** of work and no later than **48 hours**. 
-  * All communication in the Ticket System must be done in the **[** Post Internal Note **]** tab of the ticket. +  * Use the **[Post Internal Note]** tab for all **ticket communication**. 
-  * If physical work ( //cabling, moving hardware etc// ) is needed then there must always be before and after photos. +  * For **physical work** (e.g., cabling, moving hardware), always take **before/after photos**. 
-  * If physical work ( //cabling, moving hardware etc// ) is needed, that needs prior quoting/estimates will be submitted to SupportCALL prior to doing the work.  +  * Submit **quotes** for such work **before proceeding**. 
-  * these photos must always be taken before and after. +  * Upload **photos** to **[Post Internal Note]** tab, **clearly labelled**. 
-  * These photos must be attached to the **[** Post Internal Note **]** on the ticket. +  * Photograph **serial numbers** of equipment at least every **3rd site visit**: 
-  * 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.) +    * **APs** 
-  * Set the correct **[** Ticket Status **]**, **[** Time Spent **]** and **[** Time Type **]** +    * **Repeaters** 
-  * Set if the **[** Time Spent **]** was billable or not. +    * **UPS** 
-  * Work will be done at the agreed rate. ( //if unsure please contact and confirm rate// ) +    * **Switches** 
-  * SupportCALL clients will remain SupportCALL clients and no work is allowed that bypasses or excludes SupportCALL. +    * **Firewalls** 
-  * All communication and correspondence must be with SupportCALL directly unless instructed to communicate directly with the client or any other person. +    * **etc.** 
-  * Tickets must be updated at the first opportunity to allow SupportCALL to report back the client. +  * Always set correct **Ticket Status**, **Time Spent**, and **Time Type**. 
-  * 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. Subcontractor shall submit invoices to SupportCall for approved work completed on the 25th of each month for the preceding period. Payment by SupportCall to Subcontractor will be made within 30 days of SupportCall receiving payment from the end-client for the corresponding work, provided the Subcontractor's invoice and ticket documentation are complete and accurate as per SupportCall's requirements. Should a subcontractor consolidate multiple tickets onto one invoice without prior SupportCall approval, payment for those tickets may be delayed or require re-invoicing. +  * 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 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. +  * Work is performed at the **agreed rate** (**confirm** with **SupportCALL** if unsure). 
-  * 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. +  * SupportCALL clients remain with **SupportCALL** — **no bypass** or **independent client dealings**. 
-  * 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. +  * Only **communicate directly** with clients if instructed by **SupportCALL**. 
-  * ALL work must be assigned via the SupportCALL Ticket System +  * **Prompt ticket updates** allow SupportCALL to **report to clients effectively**. 
-  * Any and all data or information from SupportCALL or any of its clients you may be asked to do work for must be 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. +  * **Invoices** must be submitted **timely and accurately**. Submit by the **25th** of each month. 
-  * All work will be done in a professional manner. +  * **Payment** is made within **30 days** of SupportCALL receiving **client payment**. 
-  * All contact with the end-user will be in a professional ( //without compromise// ), as a representative of SupportCALL. +  * **Consolidating tickets** onto one invoice **without prior approval** may cause **delays**. 
-  * All work needs to be done in the way set out by SupportCALL. +  * One Ticket, one invoice. 
-  * All work needs to be done as requested by the client. +  * You may **not retain or use any data/information** from SupportCALL or its clients for any other purpose. 
-  * Detailed records and reports need to be kept and entered on the report back to SupportCALL. +  * After **termination**, no contact with **LOCAL TECHs**, **clients**, or **staff** for at least **10 years**, unless formally **re-engaged** by **SupportCALL**. 
-  * When physical work is to be done, before and after photos must be taken and attached to the report on the Ticket System. +  * **ALL jobs** must be assigned via the **SupportCALL Ticket System**. 
-  * All photos must be clear and clearly show the subject and area in question. +  * **Delete all client data** from your systems upon call completion or within **3 months**. 
-  * Tickets need to be updated ASAP. +  * Maintain **professionalism** and **quality** at all times. 
-  * To do all work on behalf of SupportCALL and as a local agent representative of SupportCALL. +  * Treat **end-users respectfully** — as **SupportCALL representatives**. 
-  * You also agree to handle all jobs as a professional and as speedily as possible without compromising on delivering exceptional service. +  * All work must follow **SupportCALL/client instructions** exactly. 
-  * Doing the work the client needs, in the way set out by SupportCALL. +  * Maintain **detailed logs** and submit **complete reports**. 
-  * 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. +  * Always **confirm resolve** with **client HQ**. 
-  * Also, confirm with the client's head office of resolve. +  * **Quotes** are required for **all cabling work** — include **ticket reference** in the quote. 
-  * 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. +  * Use the **field report format** as per [[local_tech_field_report|**this example**]]. 
-  * 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. +  * Attach **BEFORE** and **AFTER photos** to ticket **INTERNAL NOTES**, **clearly labelled**. 
-  * [[local_tech_field_report|How to Use Our Ticket System Field Report]] +  * **Invoicing**: 
-  * 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. +    * One **invoice per ticket**. 
-  * We can only bill the client once all work and reporting have been completed as outlined. +    * Reference **ticket number**. 
-  * Your invoices needs to be set out as callout or cabling with a brief description and travel if applicable +    * Mark clearly as **"callout"** or **"cabling"**, include **travel** if needed. 
-  * Invoices needs to reference the ticket number applicable to that invoice +    * Ensure **tickets are separate** per **issue/request**.
-  * One invoice per ticket +
-  * 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.+
  
 === SERVICE LEVELS === === SERVICE LEVELS ===
-  * Subcontractor agrees to adhere to the following service level objectives for tickets assigned by SupportCall: +  * Critical: Contact within 2 hours, onsite within 8 business hours. 
-  ** Critical Priority Tickets: Contact end-user within 2 hours, attend onsite within 8 business hours (if onsite required). +  * High: Contact within 4 hours, onsite within 16 business hours. 
-  ** High Priority Tickets: Contact end-user within 4 hours, attend onsite within 16 business hours (if onsite required). +  * Medium: Contact within 8 hours, onsite within 24 business hours. 
-  ** Medium Priority Tickets: Contact end-user within 8 hours, attend onsite within 24 business hours (if onsite required). +  * Low: Contact within 24 hours, onsite within 48 business hours. 
-  ** Low Priority Tickets: Contact end-user within 24 hours, attend onsite within 48 business hours (if onsite required). +  * Failure to meet SLAs may result in review or penalties. 
-  * Failure to meet these objectives may result in review of subcontractor status or penalties as deemed appropriate by SupportCall.+  * Unless otherwise agreed
  
 === PRIORITY === === PRIORITY ===
-Careful notice needs to be taken off the PRIORITY LEVEL every time on the login of all tickets. +  * Always review the ticket's Priority Level on login. 
-You should be notified from the system if the priority level has been changed but you may have missed the notification. +  * If the system sends a change notice, but you miss it, still take care. 
-  * Notify the end-user of the intended time and date for the visit +  * Notify end-user of visit date/time and confirm appointment. 
-  * Confirm time +  * Record appointment in the Ticket System. 
-  * Record the time of appointment on the TicketSystem +  * If you cannot attend, inform the end-user, update the ticket, and notify SupportCALL. 
-  * If for any reason you can no longer attend at the arranged time, notify the end-user, update the TicketSystem and also notify SupportCALL +  * Timely communication avoids user frustration.
-  * 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.+
  
 === CONFIDENTIALITY === === 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) === === 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.
  
-=== LIABILITY AND INDEMNIFICATION === +===== 11. Governing Law ===== 
-  * Subcontractor agrees to indemnify and hold harmless SupportCall, its directors, employees, and agents, from and against any and all claims, liabilities, damages, losses, and expenses (including reasonable attorney's fees) arising out of or in any way connected with Subcontractor's performance of services hereunder, including but not limited to (i) any negligent act or omission of Subcontractor, its employees, or agents, (ii) any breach of this Agreement by Subcontractor, or (iii) any third-party claims arising from Subcontractor's actions or inactions while performing services for SupportCall's clients. +**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.\\ 
-  * Subcontractor shall, at its own expense, maintain during the term of this agreement and for a period of one (1) year thereafter, comprehensive general liability insurance, professional indemnity insurance, and any other insurance types reasonably necessary for the services provided, with reputable insurers and in amounts customary for similar businesses. Subcontractor shall provide SupportCall with certificates of insurance upon request.+**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 the law of the Republic of South Africa, 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 which has jurisdiction over the party against whom the award is being enforced.+
  
-=== TERM AND TERMINATION === +===== 13. Dispute ===== 
-  * This Agreement shall commence upon the Subcontractor's first login and acceptance of these terms and shall continue until terminated by either party. +  * Disputes remain between SupportCALL and the subcontractor only. 
-  * Either party may terminate this agreement with thirty (30) days' written notice to the other party. +  * Refer disputes to senior executives first. 
-  * SupportCall may terminate this agreement immediately for material breach by the Subcontractor of any of its terms, including but not limited to breach of confidentiality, non-compete clauses, professional conduct, or failure to meet service levels.+  * If unresolved in 7 days, it moves to arbitration. 
 +  * Arbitration is final, binding, enforceable by High Court. 
 +  * **The arbitration will be governed by the laws determined under Clause 11.**
  
-=== SEVERABILITY === +===== 14. Modification of Terms ===== 
-  * If any provision of this Agreement is held to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.+**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.
  
-=== NOTE === +===== 15. Term and Termination ===== 
-  * "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. +  * Agreement begins upon first login and remains until terminated. 
-  * 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. +  * Either party may terminate with 30 days' written notice. 
-  * 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. +  * SupportCALL may terminate immediately for serious breaches (including failure to maintain insurance, breach of Confidentiality, or gross negligence).
-  * 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. +
-  * Build a relationship with clients that last +
-  * Look after the customer+
  
-Again, **THANK YOU VERY MUCH FOR YOUR GREAT SERVICE**+===== 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.
  
-**Please remember...** +===== 17. Severability ===== 
-  * Take a little extra time and do it properly. +  * If any clause is invalid, the rest remain effective.
-  * 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// )+
  
 +=== 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.
  
 +**THANK YOU FOR YOUR GREAT SERVICE.**
 +
 +**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]] [[https://tickets.supportcall-isp.co.za/scp/|Return to Login]]
  
-Copyright © SupportCALL - Tickets+© SupportCALL - Tickets 
terms_of_subcontractor_service.1749641418.txt.gz · Last modified: by thesaint