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{{:sc-ts.png?direct&700|http://sc-tickets.supportcall-isp.co.za/scp/}}

===== Terms of Subcontractor Service =====
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WE THANK YOU FOR YOUR GREAT SERVICE.\\
SupportCALL (PTY) LTD. (hereafter referred to as **SupportCALL**)\\

**//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.**

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=== USE OF THIS SITE, SUPPORTCALL TICKET SYSTEM AND WORK HANDLING ===

  * It is **your responsibility** to regularly **check this page for updates**.
  * 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.).
  * Tasks flagged as **"special projects"** may require **prior quotation** and **approval**.
  * **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**.
  * **Log** the **agreed visit date/time** in the **Ticket System**.
  * All **communication** must go through the **Ticket System**.
  * **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**.
  * Use the **[Post Internal Note]** tab for all **ticket communication**.
  * For **physical work** (e.g., cabling, moving hardware), always take **before/after photos**.
  * Submit **quotes** for such work **before proceeding**.
  * Upload **photos** to **[Post Internal Note]** tab, **clearly labelled**.
  * 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**.
  * Indicate whether **time is billable or not**.
  * Work is performed at the **agreed rate** (**confirm** with **SupportCALL** if unsure).
  * SupportCALL clients remain with **SupportCALL** — **no bypass** or **independent client dealings**.
  * Only **communicate directly** with clients if instructed by **SupportCALL**.
  * **Prompt ticket updates** allow SupportCALL to **report to clients effectively**.
  * **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**.
  * **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.
  * 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**.
  * **Delete all client data** from your systems upon call completion or within **3 months**.
  * Maintain **professionalism** and **quality** at all times.
  * Treat **end-users respectfully** — as **SupportCALL representatives**.
  * All work must follow **SupportCALL/client instructions** exactly.
  * Maintain **detailed logs** and submit **complete reports**.
  * Always **confirm resolve** with **client HQ**.
  * **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**]].
  * Attach **BEFORE** and **AFTER photos** to ticket **INTERNAL NOTES**, **clearly labelled**.
  * **Invoicing**:
    * One **invoice per ticket**.
    * Reference **ticket number**.
    * Mark clearly as **"callout"** or **"cabling"**, include **travel** if needed.
    * Ensure **tickets are separate** per **issue/request**.

=== SERVICE LEVELS ===
  * Critical: Contact within 2 hours, onsite within 8 business hours.
  * High: Contact within 4 hours, onsite within 16 business hours.
  * Medium: Contact within 8 hours, onsite within 24 business hours.
  * Low: Contact within 24 hours, onsite within 48 business hours.
  * Failure to meet SLAs may result in review or penalties.

=== 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 ===
  * All exchanged or learned information is confidential.
  * Includes financials, operations, strategy, client relationships, R&D, etc.
  * When unsure, treat information as confidential.
  * No unauthorized use or disclosure.
  * You must return/destroy all data and documents upon termination.

=== POPIA (Protection of Personal Information Act) ===
  * Subcontractors must comply with POPIA.
  * No client data may be kept, shared, or used outside SupportCALL-authorized purposes.

=== LIABILITY AND INDEMNIFICATION ===
  * Subcontractor holds SupportCALL harmless against:
    * Negligence
    * Breach of contract
    * Third-party claims during work for clients.
  * Must maintain suitable insurance (liability, indemnity, etc.) and provide proof on request.

=== 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.

=== 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.

=== 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.

**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.**

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