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terms_of_subcontractor_service [2025/10/14 00:34] – 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//**
  
-[[http://sc-tickets.supportcall-isp.co.za/scp/|{{:sc-ts.png?direct&700|SupportCALL Ticket System}}]]+{{:sc-ts.png?direct&700|http://sc-tickets.supportcall-isp.co.za/scp/}}
  
 ===== Terms of Subcontractor Service ===== ===== Terms of Subcontractor Service =====
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 === 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** (see **Section 17** for notification terms on Material Changes).+  * 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 or the company you work for**.   * 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.).
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   * **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**.
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   * **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**.
-  * One ticket, one invoice.+  * One Ticket, one invoice.
   * 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**.
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   * 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**:
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 === SERVICE LEVELS === === SERVICE LEVELS ===
-  * **Critical:** Contact within 2 hours, onsite within 8 business hours. +  * Critical: Contact within 2 hours, onsite within 8 business hours. 
-  * **High:** Contact within 4 hours, onsite within 16 business hours. +  * High: Contact within 4 hours, onsite within 16 business hours. 
-  * **Medium:** Contact within 8 hours, onsite within 24 business hours. +  * Medium: Contact within 8 hours, onsite within 24 business hours. 
-  * **Low:** Contact within 24 hours, onsite within 48 business hours.+  * Low: Contact within 24 hours, onsite within 48 business hours.
   * Failure to meet SLAs may result in review or penalties.   * Failure to meet SLAs may result in review or penalties.
 +  * Unless otherwise agreed
  
 === PRIORITY === === PRIORITY ===
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   * No client data may be kept, shared, or used outside SupportCALL-authorized purposes.   * No client data may be kept, shared, or used outside SupportCALL-authorized purposes.
  
-=== LIABILITY AND INDEMNIFICATION (REVISED & STRENGTHENED) === +===== 11. Governing Law ===== 
-**16.1. 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)**.\\ +**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.\\ 
-**16.2. 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.\\ +**11.2.** If the contracting party is **SupportCALL (Pty) Ltd** (South Africa), the governing law will be the laws of **South Africa**.\\ 
-**16.3. 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.\\ +**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**.\\ 
-**16.4. 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.+**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 ===== 
 +**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.   * Disputes remain between SupportCALL and the subcontractor only.
   * Refer disputes to senior executives first.   * Refer disputes to senior executives first.
   * If unresolved in 7 days, it moves to arbitration.   * If unresolved in 7 days, it moves to arbitration.
   * Arbitration is final, binding, enforceable by High Court.   * Arbitration is final, binding, enforceable by High Court.
-  * South African law applies.+  * **The arbitration will be governed by the laws determined under Clause 11.**
  
-=== 17. Modification of Terms (REVISED FOR AUDITABLE NOTICE) === +===== 14. Modification of Terms ===== 
-**17.1.** 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.\\ +**14.1.** 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.\\ 
-**17.2. 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.\\ +**14.2. 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.\\ 
-**17.3. 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:+**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).   * **(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.\\   * **(b) Login Screen Banner:** A non-dismissible notice or banner placed on the Ticket System login page.\\
-**17.4. 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.+**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.
  
-=== 18. Term and Termination ===+===== 15. Term and Termination =====
   * Agreement begins upon first login and remains until terminated.   * Agreement begins upon first login and remains until terminated.
   * Either party may terminate with 30 days' written notice.   * 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).   * SupportCALL may terminate immediately for serious breaches (including failure to maintain insurance, breach of Confidentiality, or gross negligence).
  
-=== 19. Local Tech Engagement (REVISED RESTRAINT CLAUSE) === +===== 16. Local Tech Engagement ===== 
-**19.1. 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.\\ +**16.1. 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.\\ 
-**19.2. 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.\\ +**16.2. 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.\\ 
-**19.3. Duration:** This restriction remains in force for a minimum period of **12 months** following the termination of this Agreement **or any SupportCALL services.**\\ +**16.3. Duration:** This restriction remains in force for a minimum period of **12 months** following the termination of this Agreement **or any SupportCALL services.**\\ 
-**19.4. 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.\\ +**16.4. 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.\\ 
-**19.5. Enforcement:** If any part of this Clause 19 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.+**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.
  
-=== 20. SEVERABILITY ===+===== 17. Severability =====
   * If any clause is invalid, the rest remain effective.   * If any clause is invalid, the rest remain effective.
  
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   * Keep end-users happy—this builds lasting client trust.   * Keep end-users happy—this builds lasting client trust.
   * Build relationships. Look after the customer.   * Build relationships. Look after the customer.
 +
 +**THANK YOU FOR YOUR GREAT SERVICE.**
 +
 +**Please remember:**
   * Take your time—do it properly the first time.   * Take your time—do it properly the first time.
   * Focus on customer service.   * Focus on customer service.
terms_of_subcontractor_service.1760402067.txt.gz · Last modified: by thesaint