Terms of End-user Service and Ticket System Usage

By using our Ticket System or our services, you agree to comply with and be bound by these Terms of Use. If you do not agree, please do not use the system, site, or services.

You are responsible for maintaining the confidentiality of your account and password and for restricting access to your computer and account. You agree to keep your account complete and updated with correct information. You accept responsibility for all activities that occur under your account and acknowledge that you may be billed for any and all billable requests.

You may use the Ticket System only for lawful purposes and in accordance with these Terms. You agree not to use the system, site, or services:   * In any way that violates any applicable local, national, or international law or regulation.   * To impersonate or attempt to impersonate the company, a company employee, another user, or any other person or entity.

When submitting a ticket, provide accurate and complete information. You are responsible for the content of your submissions, and you agree not to submit any false, misleading, or inappropriate content. You agree to provide complete and accurate information on tickets.

All personal data provided by you through the Ticket System will be handled in accordance with our Privacy Policy. You consent to the collection, use, and disclosure of your personal data as described in our Privacy Policy.

We strive to ensure the Ticket System is available 24/7, but we do not guarantee uninterrupted access. Maintenance, updates, or technical issues may result in temporary service interruptions. We do, however, do our utmost to ensure maximum available services.

7.1. We reserve the right to modify these Terms of Use from time to time to reflect changes in our services, business practices, or legal and regulatory requirements.
7.2. 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 user), the revised Terms will be effective immediately upon posting on the Ticket System.
7.3. Material Changes & Notice: If a change is deemed Material (including, but not limited to, changes to pricing/rates in Clause 17, limitations of liability in Clause 10, or the core services in Clause 14), we will provide you 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 for all affected registered users (logged against the user's account).
  * (b) Login Screen Banner: A non-dismissible notice or banner placed on the Ticket System login page.  7.4. Right to Terminate and Acceptance: If you do not agree to a Material Change, you may terminate this Agreement by providing written notice to SupportCALL before the 30-day notice period expires. If you log in to the Ticket System or submit a new request after the effective date of the Material Change, you will be deemed to have accepted the new Terms. The act of logging in or submitting a request constitutes acceptance.

All content, trademarks, and data on the Ticket System, e-mail, WhatsAPP or any other form, including software, databases, text, graphics, icons, and hyperlinks, are the property of the company and are protected by law.

The Ticket System may contain links to third-party websites. These links are provided for your convenience only. We have no control over the content of these sites and accept no responsibility for them or for any loss or damage that may arise from your use of them.

10.1. Exclusion of Statutory Rights Prohibited: Nothing in these Terms limits or excludes any guarantees, warranties, rights, or remedies you may have under the Australian Consumer Law (ACL) or the South African Consumer Protection Act (CPA) or any other law, which cannot be lawfully excluded, restricted, or modified.
10.2. Exclusion of Indirect Loss: To the fullest extent permitted by law, SupportCALL shall not be liable for any indirect, incidental, special, consequential, or punitive damages, or any loss of profits, revenue, data, goodwill, or other intangible losses.
10.3. Limitation of Liability for Negligence and Direct Loss: SupportCALL's total aggregate liability for all claims arising out of or related to this Agreement, including claims for breach of contract, tort (including negligence), or breach of statute, is limited to the lesser of:
  * (a) The total fees paid by the client to SupportCALL for the specific work or service to which the claim relates; OR
  * (b) AUD $±5,000 (ZAR R±50,000) (whichever is applicable) (subject to current exchange rates).
10.4. This limitation does not apply to liability for fraud, gross negligence, or any liability which cannot be legally excluded.

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 invoices you for the services.
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.

For any questions about these Terms of Use, please contact us through the support contact information provided on our website.

It is and will remain your responsibility, and the responsibility of the company you represent, to check this page regularly to stay abreast of any changes relating to the use of SupportCALL sites or service terms. By signing in to this site, you do so as a private individual, or as a representative of your company or the company you work for.

All tickets and work will be attended to as soon as possible with extra notice of the user-set priority level or within the SLA time period. It is also agreed that your company or the company you work for will not attempt to bypass SupportCALL to make direct use of any of SupportCALL staff, representatives, subcontractors, or contractors in any way. You should also provide us with as much information about the issue as possible and detail any steps taken to try to resolve the issue.

15.1. Prohibition on Direct Dealing: You, your company, or the company you work for, agree not to bypass SupportCALL or make direct use of any of SupportCALL staff, representatives, subcontractors, partners, or associates during the term of this Agreement. All work must be logged via the SupportCALL Ticket System or agreed channels.
15.2. Post-Termination Non-Solicitation (Restrictive Covenant): You, or anyone associated with you or your company, may not contact, solicit, or conduct business with any SupportCALL Staff, LOCAL TECHs, subcontractors, partners, or associates who you had dealings with in the 12 months immediately prior to termination of your relationship with SupportCALL.
15.3. Duration: This restriction remains in force for a minimum period of 12 months following the termination of your use of the SupportCALL Ticket System or any SupportCALL services.
15.4. Unenforceability (Cascading Clause for AU): If any part of this Clause 15 is found to be invalid or unenforceable by a competent court or tribunal, the provision shall be read down to the period of 6 months and/or limited to only those persons/entities you directly dealt with in the last 6 months, to the extent permitted by law, in order to protect SupportCALL’s legitimate interest in its confidential customer data and goodwill.

If you or a client require services in a new location, contact us to check if we have a local tech in that location. If you require a local tech in an area not currently serviced by us, we can arrange for a local tech to be in place within a 2-week period if you can demonstrate that the volume of work justifies it. Rates charged may vary based on factors such as travel, costs, and the skill level of the tech.

Consulting with SupportCALL starts at AUD $±200.00 (ZAR R±450) per hour, billed in 30-minute increments, with a 1-hour minimum purchase required. Callouts range between AUD $±35.00 (ZAR R±450) to AUD $±250 (ZAR R±3000) per hour, billed in 30-minute increments, with a 1-hour minimum purchase required. Rates may vary based on the complexity of the project or job. Estimates can be provided upfront if a clearly defined scope of work is provided. A 1-hour appointment may be required to discuss larger or more complex projects. Work performed outside of normal business hours or on holidays will be billed at a higher rate. Requests for consultations with David Maree directly will incur a higher rate. Specific products or services may also increase the hourly rate due to their advanced nature. (subject to current exchange rates)

Our normal service hours are Monday through Friday, 09:00 to 16:00.

Teams and Skype are used for communication during meetings. Webcams are optional, and if a mic is not available on your computer, you may use a phone to call into the meeting. You will receive this information after your appointment is confirmed by a SupportCALL representative. For remote configurations, we will have you connect us to your computer via our SupportDesk remote software at the beginning of your appointment. We prefer not to use other meeting clients or remote connection software. A ticket system login is created for registered clients to allow the creation of callout requests.

After responding to your initial request with a booking link, you may send us any information that will assist during your appointment. Documentation sent prior to an appointment will be reviewed at the technician’s discretion. We are not obligated to review any documentation before a meeting as it is considered billable time. Do not send passwords or sensitive information via email or this contact form. The technician will request this information during your meeting or coordinate a secure way to receive it.

All bookings may have a cancellation fee that applies.
Ticket System
https://tickets.supportcall-isp.co.za/
Create your request via our ticket system.
Google Scheduling
https://comau.supportcall.co.za/
https://www.supportcall.co.za/
Create your request via our website appointment link on site.

Booking Terms
On-Time Policy:

Meetings Start on Time: Appointments begin at the scheduled time.
Grace Period: We understand! A 5-minute grace period is offered for late arrivals.

Cancellation Policy:
Respectful Rescheduling: We value your time and ours. To reschedule or cancel, please notify us by phone call or email at least 24 hours before your appointment.
Late Cancellations & No-Shows: Missed appointments with less than 24 hours' notice will be charged the full scheduled time.

Keep in mind:
Timely communication ensures efficient service and allows us to assist other clients in need.

SupportCALL empowers clients and ICT professionals to stay ahead of the curve.
Your success is our success.

Booking form
First name · Surname · Email address · Phone number
CALLOUT or MEETING
SHORT DESCRIPTION
COMPANY NAME
PHYSICAL ADDRESS

Due to the nature of the work performed, there is no separate contractual warranty on hourly work. However, nothing in this clause excludes, restricts, or modifies any statutory consumer guarantees or warranties that apply under the Australian Consumer Law or the South African Consumer Protection Act, including the guarantee that services will be provided with due care and skill. Each hour worked is billable regardless of the outcome, unless the outcome results from a major failure of service where statutory guarantees apply. While recommendations will be made regarding the level of effort required to implement a solution or fix an issue, it is up to you to specify if there is a cap on the number of hours. Products or third-party services come with their own warranty and support from the provider. SupportCALL will assist with these as much as possible, but fees may apply. All work is billable, and periodic slow billing can occur. The Terms and pages may be updated or changed as set out in Clause 7 (Modification of Terms), and it remains your responsibility to familiarise yourself with the notice of any such change.

We hold your and your company's information and data in the highest regard. Best practices include:   * Encrypting all sensitive data during storage and transmission.   * Regularly updating and patching our systems to protect against vulnerabilities.   * Implementing strict access controls and ensuring only authorized personnel have access to sensitive information.   * Conducting regular security audits and assessments.   * Providing training to staff on data protection and privacy policies.

This section outlines the specific workflow for handling tickets received from clients.

Setup:   * Clients have access to the SupportCALL Ticket System via a self- or SupportCALL-assisted login.   * Clients can log in and create either Estimate Requests or Callout Requests (Cabling, Onsite, or Remote Support).   * These requests are actioned by SupportCALL as tickets created by the client with their own login to the SupportCALL Ticket System.

Additional Fields:   * To aid clients and link to client systems as a tracking record, additional fields are provided (examples below):     * Own HelpDesk linked (ticket/order): A choice stating if there is a ticket or reference on your system we can refer to.     * Own HelpDesk / Order #: Enter the ticket or reference number on your system.

Purchase Order Box:   * A PO field is available to add a PO # if available at the time of ticket creation. This can also be provided after ticket creation.

Ticket Creator Information:   * The ticket includes fields for the creator’s name, number, and email as a reference to the ticket.

Completion and Verification:   * After a job is completed and the ticket updated, a verification request is usually sent to clients to confirm the resolution and that processing of the ticket may be done.       * (example) GOOD DAY, PLEASE CHECK CURRENT RESOLVE, PLEASE ALSO CONFIRM WE MAY CLOSE AND MARK THIS TICKET AS RESOLVED, AND PROCESS AND BILL, THANK YOU VERY MUCH

Processing of tickets:   * Processing of a ticket (closing and invoicing) will be done once the client has responded to the resolution verification request or when enough time has passed for SupportCALL to deem the client satisfied that the ticket is resolved and that SupportCALL may process and invoice the ticket.

By using the Ticket System, sites, and services, you acknowledge that you have read, understood, and agree to be bound by these Terms of Use.

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