Unlimited Remote Support (Per User) - Monthly Rate
All support requests must get logged with our MyITSupport helpdesk through the ticketing system, email to email@example.com or telephonically on 087-551 2818
The Remote Support option will be the first line of support structure for any crisis, problem or urgent task assigned to NetCad Group (PTY) Ltd. If the Remote Support option is not successful, then only will a technician or Engineer be allocated to visit the site.
The guaranteed response time to a service request will be within the parameters specified below namely:
An urgent request – This is a request for support to resolve a problem that prevents the continuous operation of the network or computer system and will happen within 4 hours of the call being logged and,
A non-urgent service request relates to problems or issues, which require attention, but which do not prevent continuous operation of the network or system – This will occur within 24 hours on-site or at the next maintenance appointment.
See below Support Levels for more information.
The monthly fee will get reviewed on an annually basis.
The monthly fee is payable one month in advanced.
Any additional support will be invoiced at month-end and payment will be expected on or before the 15th of the following month.
Any hardware or software is payable on a C.O.D basis.
We offer a debit order facility and would strongly advise to use it for all recurring monthly fees.
Amounts outstanding for longer than 30 days will be charged interest at current rates.
NetCad Group (PTY) LTD has the right to list non payers at ITC.
This contract can only be terminated upon one-month written notice by any of the parties.