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. You agree to accept responsibility for all activities that occur under your account.

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.

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 the 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.

We reserve the right to modify these Terms at any time. Any changes will be effective immediately upon posting the revised Terms on our website. Your continued use of the Ticket System after the posting of revised Terms constitutes your acceptance of the changes.

All content, trademarks, and data on the Ticket System, 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.

To the fullest extent permitted by law, the company shall not be liable for any indirect, incidental, special, consequential, or punitive damages, or any loss of profits or revenues, whether incurred directly or indirectly, or any loss of data, use, goodwill, or other intangible losses resulting from your use of SupportCALL or the Ticket System.

These Terms of Use shall be governed by and construed in accordance with the laws of the jurisdiction in which the company is established, without regard to its conflict of law principles.

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 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.

You, or anyone associated with you or your company, may under no circumstances engage directly with LOCAL TECHs, subcontractors, partners, or associates, including their services, outside of the SupportCALL, SupportCALL Ticket System or through channels agreed upon. All work must be logged via the SupportCALL Ticket System or agreed channels. If your relationship with SupportCALL ends, you, or anyone associated with you or your company, may not contact or conduct business with any LOCAL TECHs, subcontractors, partners, or associates, including their services, or with SupportCALL staff for a minimum period of 10 (ten) years. This restriction remains unless the relationship with SupportCALL is reestablished, or a specific agreement is made regarding the use of LOCAL TECHs, subcontractors, partners, associates, or SupportCALL staff.

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 R450) per hour, billed in 30-minute increments, with a 1-hour minimum purchase required. Callouts range between AUD $35.00 (ZAR R450) to AUD $±250 (ZAR R3000) 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.

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 technician. For remote configurations, we will have you connect us to your computer via Screenconnect 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.

Due to the nature of the work performed, there is no warranty on hourly work. Each hour worked is billable regardless of the outcome. 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 as much as possible, but fees may apply. All work is billable, and periodic slow billing can occur. Terms and pages may be updated or changed without notification, and it is your responsibility to check for changes regularly.

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.

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.

WE THANK YOU FOR FOR USING OUR SYSTEMS AND SERVICES.

SupportCALL (PTY) LTD. hereafter SupportCALL

Read entire page please…

By using this site or our Ticket System, or accessing it or any of our services you agree to the terms on this page and also that sent by SupportCALL directly to ALL its clients.

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, services.

You are responsible for maintaining the confidentiality of your account and password and for restricting access to your computer. You agree to accept responsibility for all activities that occur under your account.

You may use the Ticket System only for lawful purposes and in accordance with these Terms. You agree not to use the system, site, 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.

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 the 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.

We reserve the right to modify these Terms at any time. Any changes will be effective immediately upon posting the revised Terms on our website. Your continued use of the Ticket System after the posting of revised Terms constitutes your acceptance of the changes.

All content, trademarks, and data on the Ticket System, 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.

To the fullest extent permitted by law, the company shall not be liable for any indirect, incidental, special, consequential, or punitive damages, or any loss of profits or revenues, whether incurred directly or indirectly, or any loss of data, use, goodwill, or other intangible losses resulting from your use SupportCALL , our subcontractors or of the Ticket System.

These Terms of Use shall be governed by and construed in accordance with the laws of the jurisdiction in which the company is established, without regard to its conflict of law principles.

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 and the company you represent responsibility to check this page so as to stay abreast of any changes relating to the use of any SupportCALL sites or service terms. By signing in to this site, you do so 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 in any way try to or entertain the idea of bypassing SupportCALL to make direct use of any of SupportCALL staff, representatives, sub-contractors, or contractors in any way. You would also try to provide us with as much information about the issue as possible and what steps were taken to try to resolve the issue.

You, or anyone you work for or the company you work for or own, may under no circumstances deal in any way directly with the LOCAL TECH. ALL work MUST be logged via the SupportCALL Ticket System. If you, or anyone you work for or the company you work for or own, has had the relationship with SupportCALL come to an end, you, or anyone you work for or the company you work for or own, may in no way contact or do any business with any of the LOCAL TECH's or SupportCALL staff for a minimum time period no shorter than 10 (ten) years, unless the relationship with SupportCALL is reestablished.

If you/client require services in a new location, contact us to check if we have a local tech in that location. If you/client require a local tech in an area/location not currently serviced by us, we can have a local tech in place within a 2-week period if you cannot show us that the volume of work in that location makes it feasible. The rates charged may vary from job to job as there are a number of variable factors in having a local tech, like travel, costs, skill level of tech, etc.

Consulting with SupportCALL starts at AUD $200.00 (ZAR R450) per hour, billed in 30-minute increments, with a 1-hour minimum purchase required. Callouts range between AUD $35.00 (ZAR R450) to AUD $±250 (ZAR R3000) per hour, billed in 30-minute increments, with a 1-hour minimum purchase required. Ask us regarding our rates for retirement homes and pensioners (subject to verification). Rates vary by the complexity of the project or job. Estimates can be given upfront if a clearly defined scope of work is provided. A 1-hour appointment may be required to discuss larger/more complex projects. Any work performed outside of normal business hours or on holidays will be billed at a higher rate. If you would like to request a consultation with David Maree directly, the rate will be higher. If your consulting project involves some of the following products, the hourly rate will increase due to the advanced nature of the work involved. The list includes but is not limited to:

• XCP-ng
• HAProxy
• TrueNAS

Hours can be pre-purchased upon request or when required by a project. An account is required for pre-purchase hours. To set up your account, we will request billing information, then an invoice will be generated and sent for the estimated hours we discussed, and that time will be credited to your account upon receipt of payment. When you purchase a block of hours, those hours are credited to your account for use during our regularly scheduled times. Invoices are due immediately. We look forward to starting work once payment is confirmed. Unused hours expire 1 year from the date of purchase.

Our normal service hours are Monday through Friday, 09H00 until 16H00.

Teams and Skype are used to communicate 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’ll receive this information after your appointment is confirmed by a technician. If any remote configuration is required, we will have you connect us to your computer via Screenconnect at the beginning of your appointment. We prefer not to use other meeting clients or remote connection software. We also have a ticket system. A ticket system login is created for registered clients to allow these clients to create callout requests in this way.

After we respond to your initial request with a booking link, you may send us whatever information you think will help during your appointment if needed. Any information sent prior to an appointment will only be reviewed at the technician’s discretion. We are not required to review any documentation prior to a meeting as that is considered billable time. DO NOT send any passwords or sensitive information via email or this contact form. The technician will either request that information during your meeting or coordinate a secure way to send the information otherwise.

Due to the nature of the work that we perform, there is no warranty on hourly work. Each hour that we work is billable regardless of the outcome of said work. While we will make recommendations on the level of effort required to implement a solution or fix an issue, it is up to you to let us know if there is a cap on the number of hours we spend per engagement. Any products or 3rd party services carry the warranty, support, and service linked to that product from that provider directly. We would, however, do our utmost to assist, but fees may apply. Please ask and check on these. All work is billable, and periodic slow billing can happen. These terms and pages may be updated or changed without notification, and it is your responsibility as a client, user, and consumer to check for any changes on a regular basis to ensure you are aware of any and all. These also apply to our Peace of Mind for Seniors.

We hold your and your company's information and data in the highest regard. Our primary focus is to not store your information or data in any way other than what is directly negotiated and agreed upon between us and our clients. 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 that only authorized personnel have access to sensitive information.
• Conducting regular security audits and assessments.
• Providing training to staff on data protection and privacy policies.

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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