Differences

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

--- terms_of_subcontractor_service [2025/06/11 11:36] – 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/}}
@@ Line 9: / Line 9: @@
 SupportCALL (PTY) LTD. (hereafter referred to as **SupportCALL**)\\
-**Please read the entire page.**\\
+**//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.**
@@ Line 16: / Line 16: @@
 === USE OF THIS SITE, SUPPORTCALL TICKET SYSTEM AND WORK HANDLING ===
-  * It is your responsibility to regularly check this page for updates.
+  * It is **your responsibility** to regularly **check this page for updates** (see **Section 14** for notification terms on Material Changes).
-  * By signing in, you act on behalf of your company/employer.
+  * By signing in, you act on behalf 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 **on-site** and **remote ICT services** as instructed by **SupportCALL** (**hardware**, **software**, **networking**, **cabling**, **PABX**, **biometrics**, etc.).
-  * Tasks flagged as "special projects" may require prior quotation and approval.
+  * Tasks flagged as **"special projects"** may require **prior quotation** and **approval**.
-  * Tickets must be responded to ASAP, prioritizing according to user-set Priority Level.
+  * **Tickets** must be responded to **ASAP**, prioritizing according to user-set **Priority Level**.
-  * Contact the end-user within 24 hours to gather additional info and schedule site visit.
+  * **Contact** the **end-user** within **24 hours** to gather additional info and **schedule site visit**.
-  * Log the agreed visit date/time in the Ticket System.
+  * **Log** the **agreed visit date/time** in the **Ticket System**.
-  * All communication must go through the Ticket System.
+  * All **communication** must go through the **Ticket System**.
-  * Update tickets following the [[local_tech_field_report|standard reporting example]].
+  * **Update** tickets following the [[local_tech_field_report|**standard reporting example**]].
-  * Tickets must be updated **within 24 hours** of work and no later than 48 hours.
+  * Tickets must be **updated within 24 hours** of work and no later than **48 hours**.
-  * Use the **[Post Internal Note]** tab for all ticket communication.
+  * Use the **[Post Internal Note]** tab for all **ticket communication**.
-  * For physical work (e.g., cabling, moving hardware), always take before/after photos.
+  * For **physical work** (e.g., cabling, moving hardware), always take **before/after photos**.
-  * Submit quotes for such work **before** proceeding.
+  * Submit **quotes** for such work **before proceeding**.
-  * Upload photos to **[Post Internal Note]** tab, clearly labelled.
+  * Upload **photos** to **[Post Internal Note]** tab, **clearly labelled**.
-  * Photograph serial numbers of equipment at least every 3rd site visit (APs, repeaters, UPS, etc.).
+  * Photograph **serial numbers** of equipment at least every **3rd site visit**:
+    * **APs**
+    * **Repeaters**
+    * **UPS**
+    * **Switches**
+    * **Firewalls**
+    * **etc.**
   * Always set correct **Ticket Status**, **Time Spent**, and **Time Type**.
-  * Indicate whether time is billable or not.
+  * Indicate whether **time is billable or not**.
-  * Work is performed at the agreed rate (confirm with SupportCALL if unsure).
+  * Work is performed at the **agreed rate** (**confirm** with **SupportCALL** if unsure).
-  * SupportCALL clients remain with SupportCALL—no bypass or independent client dealings.
+  * SupportCALL clients remain with **SupportCALL** — **no bypass** or **independent client dealings**.
-  * Only communicate directly with clients if instructed by SupportCALL.
+  * Only **communicate directly** with clients if instructed by **SupportCALL**.
-  * Prompt ticket updates allow SupportCALL to report to clients effectively.
+  * **Prompt ticket updates** allow SupportCALL to **report to clients effectively**.
-  * Invoices must be submitted timely and accurately. Submit by the **25th** of each month.
+  * **Invoices** must be submitted **timely and accurately**. Submit by the **25th** of each month.
-  * Payment is made within 30 days of SupportCALL receiving client payment.
+  * **Payment** is made within **30 days** of SupportCALL receiving **client payment**.
-  * Consolidating tickets onto one invoice without prior approval may cause delays.
+  * **Consolidating tickets** onto one invoice **without prior approval** may cause **delays**.
-  * You may not retain or use any data/information from SupportCALL or its clients for any other purpose.
+  * One Ticket, one invoice.
-  * After termination, no contact with LOCAL TECHs, clients, or staff for at least 10 years unless formally re-engaged by SupportCALL.
+  * You may **not retain or use any data/information** from SupportCALL or its clients for any other purpose.
-  * ALL jobs must be assigned via the SupportCALL Ticket System.
+  * After **termination**, no contact with **LOCAL TECHs**, **clients**, or **staff** for at least **10 years**, unless formally **re-engaged** by **SupportCALL**.
-  * Delete all client data from your systems upon call completion or within 3 months.
+  * **ALL jobs** must be assigned via the **SupportCALL Ticket System**.
-  * Maintain professionalism and quality at all times.
+  * **Delete all client data** from your systems upon call completion or within **3 months**.
-  * Treat end-users respectfully—as SupportCALL representatives.
+  * Maintain **professionalism** and **quality** at all times.
-  * All work must follow SupportCALL/client instructions exactly.
+  * Treat **end-users respectfully** — as **SupportCALL representatives**.
-  * Maintain detailed logs and submit complete reports.
+  * All work must follow **SupportCALL/client instructions** exactly.
-  * Always confirm resolve with client HQ.
+  * Maintain **detailed logs** and submit **complete reports**.
-  * Quotes are required for **all** cabling work—include ticket reference in the quote.
+  * Always **confirm resolve** with **client HQ**.
-  * Use the field report format as per [[local_tech_field_report|this example]].
+  * **Quotes** are required for **all cabling work** — include **ticket reference** in the quote.
-  * Attach BEFORE and AFTER photos to ticket **INTERNAL NOTES**, clearly labelled.
+  * Use the **field report format** as per [[local_tech_field_report|**this example**]].
-  * Invoicing:
+  * Attach **BEFORE** and **AFTER photos** to ticket **INTERNAL NOTES**, **clearly labelled**.
-    * One invoice per ticket.
+  * **Invoicing**:
-    * Reference ticket number.
+    * One **invoice per ticket**.
-    * Mark clearly as "callout" or "cabling", include travel if needed.
+    * Reference **ticket number**.
-    * Ensure tickets are separate per issue/request.
+    * Mark clearly as **"callout"** or **"cabling"**, include **travel** if needed.
+    * Ensure **tickets are separate** per **issue/request**.
 === SERVICE LEVELS ===
@@ Line 64: / Line 71: @@
   * Low: Contact within 24 hours, onsite within 48 business hours.
   * Failure to meet SLAs may result in review or penalties.
+  * Unless otherwise agreed
 === PRIORITY ===
@@ Line 84: / Line 92: @@
   * No client data may be kept, shared, or used outside SupportCALL-authorized purposes.
-=== LIABILITY AND INDEMNIFICATION ===
+===== 11. Governing Law =====
-  * Subcontractor holds SupportCALL harmless against:
+**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.\\
-    * Negligence
+**11.2.** If the contracting party is **SupportCALL (Pty) Ltd** (South Africa), the governing law will be the laws of **South Africa**.\\
-    * Breach of contract
+**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**.\\
-    * Third-party claims during work for clients.
+**11.4.** By entering into this Agreement, you irrevocably submit to the exclusive jurisdiction of the Courts of the applicable Governing Law jurisdiction.
-  * Must maintain suitable insurance (liability, indemnity, etc.) and provide proof on request.
-=== DISPUTE ===
+===== 12. Liability and Indemnification =====
+**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)**.\\
+**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.\\
+**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.\\
+**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.
+===== 13. Dispute =====
   * Disputes remain between SupportCALL and the subcontractor only.
   * Refer disputes to senior executives first.
   * If unresolved in 7 days, it moves to arbitration.
   * Arbitration is final, binding, enforceable by High Court.
-  * South African law applies.
+  * **The arbitration will be governed by the laws determined under Clause 11.**
-=== TERM AND TERMINATION ===
+===== 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.
+  * 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.
-=== SEVERABILITY ===
+===== 17. Severability =====
   * If any clause is invalid, the rest remain effective.
 === NOTE ===
-  * Work must be instructed by SupportCALL or client HQ (visible in ticket).
+  * 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.
@@ Line 120: / Line 148: @@
   * 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|Download Config File]]
+  * 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.**