SC-Wiki24

User Tools

Site Tools

Trace:
terms_of_subcontractor_service

Differences

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

Link to this comparison view

Both sides previous revisionPrevious revision
Next revision		Previous revision
terms_of_subcontractor_service [2025/06/11 11:36] – thesaintterms_of_subcontractor_service [2025/06/11 17:47] (current) – [Terms of Subcontractor Service] thesaint
Line 9: Line 9:
 SupportCALL (PTY) LTD. (hereafter referred to as **SupportCALL**)\\ 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.** **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 === === 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**. 
-  * 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**, etc.).
   * Always set correct **Ticket Status**, **Time Spent**, and **Time Type**.   * 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. +  * You may **not retain or use any data/information** from SupportCALL or its clients for any other purpose. 
-  * After termination, no contact with LOCAL TECHs, clients, or staff for at least 10 years unless formally re-engaged by SupportCALL. +  * After **termination**, no contact with **LOCAL TECHs**, **clients**, or **staff** for at least **10 years**, unless formally **re-engaged** by **SupportCALL**. 
-  * ALL jobs must be assigned via the SupportCALL Ticket System. +  * **ALL jobs** must be assigned via the **SupportCALL Ticket System**. 
-  * Delete all client data from your systems upon call completion or within 3 months. +  * **Delete all client data** from your systems upon call completion or within **3 months**. 
-  * Maintain professionalism and quality at all times. +  * Maintain **professionalism** and **quality** at all times. 
-  * Treat end-users respectfully—as SupportCALL representatives. +  * Treat **end-users respectfully** — as **SupportCALL representatives**. 
-  * All work must follow SupportCALL/client instructions exactly. +  * All work must follow **SupportCALL/client instructions** exactly. 
-  * Maintain detailed logs and submit complete reports. +  * Maintain **detailed logs** and submit **complete reports**. 
-  * Always confirm resolve with client HQ. +  * Always **confirm resolve** with **client HQ**. 
-  * Quotes are required for **all** cabling work—include ticket reference in the quote. +  * **Quotes** are required for **all cabling work** — include **ticket reference** in the quote. 
-  * Use the field report format as per [[local_tech_field_report|this example]]. +  * Use the **field report format** as per [[local_tech_field_report|**this example**]]. 
-  * Attach BEFORE and AFTER photos to ticket **INTERNAL NOTES**, clearly labelled. +  * Attach **BEFORE** and **AFTER photos** to ticket **INTERNAL NOTES**, **clearly labelled**. 
-  * Invoicing: +  * **Invoicing**: 
-    * One invoice per ticket. +    * One **invoice per ticket**. 
-    * Reference ticket number. +    * Reference **ticket number**. 
-    * Mark clearly as "callout" or "cabling", include travel if needed. +    * Mark clearly as **"callout"** or **"cabling"**, include **travel** if needed. 
-    * Ensure tickets are separate per issue/request.+    * Ensure **tickets are separate** per **issue/request**.
  
 === SERVICE LEVELS === === SERVICE LEVELS ===
Line 107: Line 107:
  
 === NOTE === === 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.   * End-user requests go through HQ.
   * Keep end-users happy—this builds lasting client trust.   * Keep end-users happy—this builds lasting client trust.
Line 120: Line 120:
   * Always use **[Post Internal Note]** for updates.   * Always use **[Post Internal Note]** for updates.
   * Use XnConvert to resize photos before upload/email — [[http://www.xnview.com/en/xnconvert/|XnConvert Download]]   * 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.   * Be punctual or communicate delays.
   * **Always take BEFORE & AFTER photos.**   * **Always take BEFORE & AFTER photos.**
terms_of_subcontractor_service.1749641768.txt.gz · Last modified: by thesaint