COMPUTER CALL GENERAL TERMS & CONDITIONS
(The term ‘service’ in this document relates to all repairs, upgrades and Installations provided by Computer Call Australia Pty Ltd)
1.1 - GENERAL CONDITIONS
- All Warranties and Guarantees are void if any monies are owing to Computer Call for equipment or services provided.
- All Equipment and parts remain the property of Computer Call unless fully paid for and Computer Call has the right to remove any equipment and parts that have not been paid for in full within the terms of payment set out on the invoice.
- A copy of Computer Call’s Job sheet or Invoice must be retained for proof of service carried out by Computer Call.
- Computer Call Repair Sticker (with ER Number) must remain on all equipment repaired by Computer Call.
- Any other sticker with ‘warranty void if removed’ must remain on all equipment or parts serviced and or supplied by Computer Call.
- The customer will be provided at all times with an explanation of work carried out and asked to sign the technician’s job sheet or invoice agreeing that they have witnessed and are satisfied that the equipment or service provided is functioning (at that time) to their satisfaction. Signing of this document will therefore render the client liable for all fees and charges payable in relation to the job. Refer section A 1.4 Payment of Fees & Charges)
1.2 – GENERAL LABOUR CONDITIONS
A. – TECHNICIAN’S LABOUR CHARGES
Labour charges are defined into two categories
Standard Labour Rates – relates to general workstation and server work including troubleshooting, repairs and general system administration. Remote support and Phone support is charged at this rate.
Standard Labor Rate
- Minimum 1 hour Plus travel for onsite work followed by 30 minute blocks.
- Minimum 1 hour no travel for workshop work followed by 30 minute blocks.
- Minimum 30 Minutes no travel for remote support followed by 15 minutes blocks.
- Minimum 15 Minutes no travel for phone support followed by 15 minutes blocks.
B. - PREPAID LABOUR RATES & CONDITIONS
- Priority In Response Over C.O.D. Jobs
- Same Day Service*
- Free Over Night Delivery On New Equipment Purchased From Computer Call
- Free Technical Advice for new purchases
- No Travel Fee Is Charged
PREPAID BULK DISCOUNT RATES
Standard Labour Rates
20 Hour Block
40 Hours Block
60 Hour Block
Larger blocks as quoted
- Minimum charge is 1 Hour onsite.
- Same Day Service -Call must be booked before 10.00am.
- Prepaid Hours expire 12months from the date of purchase. Prepaid hours are no longer then usable.
- Prepaid hours are not transferable from one company to another.
- Unused prepaid hours are not refundable.
- A minimum of 5 hours Prepaid is mandatory and renewal upon reaching this minimum required. Further support for customers with a balance less than 5 hours will not be guaranteed. Further support charges will apply for the remaining hours. (Travel Charges and Standard Non Prepaid Labor Rates).
- Prepaid Hours must be paid in full prior to the commencement of their use.
1.2 - GENERAL SOFTWARE CONDITIONS
- Computer Call provides a limited guarantee to services or work carried out on software. This includes loading and configuration of all programs, operating systems, hardware drivers, software provided with hardware or any other task directly related to software.
- Computer Call will only guarantee obvious poor workmanship or obvious incorrect setup of software by its technicians. If a customer has witnessed and is satisfied with service provided on software and has acknowledged that the software is performing correctly and at a later date the software does not function correctly then any further work carried out by Computer Call will be chargeable.
- Software related repairs/service cannot be fully guaranteed due to the fact that there are far too many factors that may ‘undo’ or corrupt repairs that Computer Call have rectified. It is worth noting that many popular programs have ‘bugs’ that may prevent absolute trouble free use (or may even interfere with other programs), Computer Call is not the designers for these products and therefore cannot be liable for their limitations or any of the problems they may cause.
On-going Repairs (Includes Software and Hardware services provided)
- Some problems may require several visits to rectify and will be billed accordingly.
- Some equipment may function correctly after service and testing has been provided, however the problem rectified may reappear later in normal use, if re-occurrence is not caused directly by faulty workmanship or faulty parts then normal charges will apply.
- Where possible a customer will be warned if more visits may be required to complete the service provided. This will be advised at first visit by the technician. However the possibility of more visits may not always be obvious at the time of repair and customer may not always be provided with this warning. (As an example, intermittent faults sometimes require several visits and a process of elimination to track down and rectify completely).
- Some faults may appear rectified however it may take several days or weeks to be absolutely sure that repairs were successful. If return visits are required and as stated above, not due to poor workmanship or faulty parts then normal charges will apply. If problem had re-appeared whilst the technician was testing the equipment and he continued with the job then labour would have been charged accordingly, the fact that some time had elapsed before a fault re-appeared is no justification for further work to be passed as warranty work.
- Travel will only be billed on the first attendance of a fault as long as consecutive visits for the same problem are within a period of four weeks. If repeat visits for the same fault is outside of the four week period, a travel fee will be charged.
1.4 – HARDWARE WARRANTIES
- All Warranties and Guarantees are void if any monies are owing to Computer Call for equipment or services provided.
- All Equipment and parts remain the property of Computer Call unless fully paid for and Computer Call has the right to remove any equipment or parts that have not been paid for in full within the terms of payment set out on the invoice.
- Computer Call is not liable for a client’s loss of data or a loss of business due to failure of hardware items supplied by the company. It is the responsibility of the client to have protection against data loss or business loss and not that of Computer Call.
A. – COMPUTER CALL WORKSTATIONS
- Computer Call Computer Systems are provided with a two year overall hardware parts and labour warranty.
The general conditions of this warranty are as follows:
- The first year of the workstation warranty is provided on-site (Melbourne Metro area only).
- The final year of the warranty is provided with a ‘Return to Base’ condition – the customer must return the system to Computer Call for repairs.
- If customer requests on-site service then normal labour charges apply, faulty parts will be replaced under warranty. Extended on-site warranties are available upon request.
- Response by Computer Call to a warranty claim is commence within two working days of the request for service, unless otherwise agreed upon.
- All warranty claims must be immediately communicated to Computer Call and confirmed in writing via Computer Call’s Warranty Request form.
- Hardware fault finding is to be completed by Computer Call or it’s approved agents only.
- All Hardware Items are void if the Computer Call ER sticker is removed.
- All Hardware Items are void if the item’s serial number sticker is removed.
- All Hardware items covered by the warranty are strictly as listed in Computer Call documentation at the point of issue of any warranty.
- Any Hardware item that has been added to or changed without the consent from Computer Call will void the warranty.
- Works completed by non-Computer Call personnel or agents with Hardware under warranty could see the warranty void if the works are unapproved by Computer Call and are directly related to the failure of hardware items.
- Any component added to the warranty item that has a direct impact on the operational performance of the item causing a warranty claim will render the warranty void.
- All Hardware warranties cover Hardware components only and do not in anyway cover software running on any items under warranty. Software related faults are chargeable and not therefore covered. It does not cover any software products which may or may not have been provided by Computer Call and includes but is not limited to: Operating Systems, Hardware Drivers, Software provided with Hardware Devices, Application Programs or any other software related issue or product.
- Hardware faults are dealt with on a component by component basis. The cause of any hardware fault is established and if required a component is replaced under warranty. Full system replacements are not covered under this warranty unless all hardware components are at fault.
- Computer Call System Warranties do not include damage caused by intentional abuse or misuse of equipment. It does not include damage caused by fire, flood, liquids, earthquake, power surges, temperatures exceeding normal operating specifications of components or any other environmental factor outside of normal working conditions for which equipment was designed.
- Computer Call hardware under warranty must be regularly maintained and stored in a well-ventilated work environment. Failure to do so, could render the warranty void should the workstation or its components fail due to a lack of preventative maintenance and proper storage.
B. – COMPUTER CALL SERVERS
- Computer Call Servers are provided with a two year overall hardware parts and labour warranty.
The general conditions of this warranty are as follows:
- The first year of the server warranty is provided on-site (Melbourne Metro area only).
- The second year of the warranty is provided with a ‘Return to Base’ condition – the customer must return system to Computer Call for repairs.
- If customer requests on-site service then normal labour charges apply, faulty parts will be replaced under warranty. Extended on-site warranties are available upon request.
- Response by Computer Call to a warranty claim is to be started within two working days of the request for service, unless otherwise agreed upon.
- All warranty claims must be immediately communicated to Computer Call and confirmed in writing via Computer Call’s Warranty Request form.
- Hardware fault finding is to be completed by Computer Call or it’s approved agents only.
- All Hardware Items are void if the Computer Call ER sticker is removed.
- All Hardware Items are void if the item’s serial number sticker is removed.
- All Hardware items covered by the warranty are strictly as listed in Computer Call documentation at the point of issue of any warranty.
- Any Hardware item that has been added to or changed without the consent from Computer Call will void the warranty.
- Works completed by non-Computer Call personnel or agents with Hardware under warranty could see the warranty void if the works are unapproved by Computer Call and are directly related to the failure of hardware items.
- Any component added to the warranty item that has a direct impact on the operational performance of the item causing a warranty claim will render the warranty void.
- All Hardware warranties cover Hardware components only and do not in anyway cover software running on any items under warranty. Software related faults are chargeable and not therefore covered. It does not cover any software products which may or may not have been provided by Computer Call and includes but is not limited to: Operating Systems, Hardware Drivers, Software provided with Hardware Devices, Application Programs or any other software related issue or product.
- Hardware faults are dealt with on a component by component basis. The cause of any hardware fault is established and if required a component is replaced under warranty. Full system replacements are not covered under this warranty unless all hardware components are at fault.
- Computer Call Server Warranties do not include damage caused by intentional abuse or misuse of equipment. It does not include damage caused by fire, flood, liquids, earthquake, power surges, temperatures exceeding normal operating specifications of components or any other environmental factor outside of normal working conditions for which equipment was designed.
- Computer Call hardware under warranty must be regularly maintained and stored in a well ventilated work environment. Failure to do so, could render the warranty void should the server or its components fail due to a lack of preventative maintenance and proper storage.
C. – OTHER COMPUTER PRODUCTS
- All other new equipment provided by Computer Call is supplied with the equipment manufacturer or agents warranty, terms and conditions.
- With these products Computer Call will return and coordinate any repairs required on behalf of the customer at *no charge as long as customer has returned the goods to Computer Call and will arrange for pick-up (unless otherwise agreed).
- As an additional service to its customers Computer Call pays up to $15 in costs incurred to repair or replace faulty equipment – *any additional costs will be invoiced to the customer once agreed upon by both parties.
- Any warranty registration forms or agreements provided by the manufacturer or agent of the new equipment are the responsibility of the customer to complete and register.
- If new equipment warranty is limited or possibly void completely due to the fact that the customer did not fulfil warranty forms or any other requirement by the equipment manufacturer or agent then Computer Call will not be liable for any loss of warranties to the equipment supplied.
1.5 – SOFTWARE WARRANTIES
Computer Call does not offer any software warranties.
A. – SOFTWARE PRODUCTS
- Computer Call will only recommend and supply software that it believes will function to the customer’s satisfaction, however it cannot be liable for any problems caused by the software product due to limitations, incompatibilities or ‘bugs’ within the software product.
- All software will be provided with the manufacturers or agents warranty terms and conditions.
- Software products cannot be returned for credit or refund once packaging has been opened. This is not directly a Computer Call condition but one specified by most software manufactures.
- Any work provided in loading or setting up of software products will be chargeable unless otherwise agreed upon.
- If a product is supplied and installed by Computer Call and it does not function correctly due to product limitations, incompatibilities or ‘bugs’, the customer may be liable for labour charges with respect to any time Computer Call has spent rectifying these problems. If problems are caused by incorrect installation of product by Computer Call then no charges will apply to rectify fault (equipment must be returned to Computer Call if installed at our office otherwise charges may apply).