Services Terms and Conditions

 

Services Terms & Conditions

 

Dimension3 Technology Terms & Conditions.

Document Version: A1.06062014 Last revision: 11/11/2015 Support Term & Conditions:

Section A – Dimension3 Technology Quality Of Service Statement.

1- Dimension3 Technology will apply the best efforts and technical knowledge to address customer’s technical problems in a professional and timely manner, taking into consideration the circumstances and the nature of the technical problems.

2- Dimension3 Technology ensures quality of services through technical personal team member qualifications and with no less than 02 (Two) years of experience in IT industry.

3- All technical services requests will be managed by Dimension3 Technology senior engineer with more than 20 (Twenty) years of experience in IT industry.

4- Dimension3 Technology will provide you with the appropriate technical resource according with the right technical knowledge level to attend your specific technical service request.

Section B – Service Level Agreement – SLA.

Dimension3 Technology organise service delivery times though our service level agreement:


Non-Contractual Customers SLA:

Non-Contractual Customers SLA Status expressed in max Time SLA:    SR Acknowledged             SR In Execution                 SR Conclusion

                       Remote Support                                                                           1 Hour                                     4 Hours                                   6 Hours

                       On-site Visit                                                                                   8 Hour                                     8 Hours                                  12 Hours

                       Lab  Services                                                                                 1 Hour                                     8 Hours                                  12 Hours

                       Lab Delivery                                                                                  1 Hour                                     8 Hours                                  12 Hours


Contractual Customers SLA:

Contractual Customers SLA Status expressed in max Time SLA:            SR Acknowledged              SR In Execution                 SR Conclusion

                          Remote Support                                                                        immediate                               1 Hours                                    3 Hours

                          On-site Visit                                                                                2 Hour                                      4 Hours                                    4 Hours

                          Lab  Services                                                                              1 Hour                                      4 Hours                                    6 Hours

                          Lab Delivery                                                                               1 Hour                                      4 Hours                                    6 Hours

 

Section C – Remote Support.

1- Remote support sessions are designed to install, diagnose, consulting, attempt to repair hardware & software or reported faults with customer or any third-party service provider.

2- Remote support rates are charged per 30 (Thirty) minutes blocks according with current technical support price list, between Monday-Friday from 8:30AM-5:00PM prior booking arrangements. After hours or overtime rates will be applied for services provided out of commercial hours by the rate of 50% (Fifty percent) from standard technical support price list.

3- Remote support quality of services might be impact due to third-party bandwidth limitations or customer or third-party providers fail to provide essential information such and no limited to software product license keys, installation disk, supplied third-party hardware, supplied third-party technical support, etc.

4- Remote support might not be enough to address technical problems due to the nature of particular technical issue therefore on-site visit will be suggest in order to conclude service requests.

5- Remote technical support will be billed immediately after service request conclusion or paid in advanced when booking arrangement is made.

Section D – On-site Support Visit.

1- On-site support visits are designed to install, diagnose, consulting, attempt to repair or replace hardware & software or reported faults with customer or any third-party service provider.

2- On-site support visits rates are charged by a minimal 2 (Two) hours block according with current technical support price list, between Monday-Friday from 8:30AM-5:00PM prior booking arrangements. After hours or overtime rates will be applied for services provided out of commercial hours by the rate of 50%(Fifty percent) from standard technical support price list.

3- On-site support visits quality of services might be impact due to customer or third-party providers fail to provide essential information such and no limited to software product license keys, installation disk, supplied third-party hardware, supplied third-party technical support, etc.

4- On-site support visits might not be enough to address technical problems due to the nature of particular technical issue therefore lab repair procedures will be suggest in order to conclude service requests, under the conditions bellow on section – “Lab Services”

5- On-site support visits might involve quotation and customer approval process to approve extra costs related to hardware or software required to complete the service request, once customer approved quotation (verbal or paper copy) extra costs will be add to the initial on-site visit sales order. In case of customer quote cancelation, Dimension3 Technology reserved to apply extra charge of AUD$ 50.00 (Fifty Dollar) added to initial sales order related to dislocation fees.

6- On-site support visits will be billed immediately after service request conclusion or paid in advanced when booking arrangement is made.

Section E – Lab Services.

1- Lab services are designed to install, diagnose, consulting, attempt to repair or replace hardware & software or reported faults with customer or any third-party service provider.

2- Lab services rates are charged by a minimal 1(One) hour block according with current technical support price list, between Monday-Friday from 8:30AM-5:00PM. After hours or overtime rates will be applied for services provided out of commercial hours by the rate of 50%(Fifty percent) from standard technical support price list.

3- Lab services quality of services might be impact due to customer or third-party providers fail to provide essential information such and no limited to software product license keys, installation disk, supplied third-party hardware, supplied third-party technical support, etc.

4- Lab services might not be enough to address technical problems due to the nature of particular technical issue therefore equipment replace procedures and quote will be suggest in order to conclude service requests, under the conditions bellow on section – “Lab Hardware & Software Delivery Procedures”.

5- Lab services might involve quotation and customer approval process to approve extra costs related to hardware or software required to complete the service request, once customer approved quotation payment must to be processed immediately upon confirmation date with minimal deposit related to hardware, software and service sales order of 80%(Eighty percent). In case of customer cancelation Dimension3 Technology reserved to apply extra charge of AUD$ 50.00 (Fifty Dollar) added to initial sales order related to delivery fees and laboratorial time.

6- New parts are subject to manufacturer warranty conditions, not covered by Dimension3 Technology unless previous agreement.

7- Lab services will be billed immediately after service request conclusion or paid in advanced when booking arrangement is made.

Section F – Lab Hardware & Software Delivery Procedures Services.

1- After customer approval extra repair costs, the service will be executed upon stock availability on timeframe agreed on sales order terms and conditions.

2- Lab service will be executed and tested with 24-48 (Twenty four – Forty Eight) prior delivery arrangement.

3- Delivery will be organised after accounts clearance.

4- Delivery appointment may vary between 24-48 (Twenty four – Forty Eight) Hours depending of customer and Dimension3 Technology availability times according with customer delivery address.

Global Services Terms & Conditions:

1- Dimension3 Technology consultations constitute only advice and suggestions.

2- Technical problems may be a result of software or hardware failure, corruptions or user error therefore might not be fixable.

3- Dimension3 Technology reserves to the right to refrain from providing any or all services ordered and refund upfront payment if reasonable apart any labour, parts, or any other charges that might apply or executed.

4- Dimension3 Technology will never disclosed any data or personal customer related information unless requested by law under allegation of illegal content/operations.

5- Customer understand and agree prior to contacting or allowing Dimension3 Technology to perform diagnostic, repair or any other services related to contractor IT environment or equipment, it is customer responsibility to create back-ups copies from any data, software, information or any computer files stored on your computer/servers, disks and/or drives.

6- Customer acknowledge and agree that Dimension3 Technology shall not be responsible under any circumstance for any loss or corruption of data and/or software or hardware or any other parts as well as CD’s/DVD’s etc… You also acknowledge if a System re-installation occurs, you will loose all files on your hard drive.

7- Customer agree that any computer or other equipment related items, such as, software, hardware, monitors, computers, towers, laptops, with unpaid fees open status due beyond 30 days from the last agreed payment date, Customer will give Dimension3 Technology the right to take ownership of any and all mentioned items to cover repair expenses costs.

8- Customer agree to pay Dimension3 Technology in full for products and services rendered. Dimension3 Technology only accepts payments via bank deposit or bank fund transferences and cash.  Failure to pay will result in immediate cancelation of any pre-paid services or pre-paid products subscriptions followed by legal actions in which customer agree to pay for all legal costs, including all collection fees incurred by “Dimension3 Technology” to obtain payment.

9- Dimension3 Technology consider all sales are final and will not be held responsible for any problems arising from third-party hardware/software installation on customer’s computer/servers or any devices by our technicians, customer, or other third-party.

10- Dimension3 Technology will not be held liable for lost data due to hardware failure, virus, spyware, corruption or any other situation. If any problem with third-party software or hardware arises, it is customer responsibility to obtain support from the manufacturer or vendor of the fault product where customer can request our services under normal charge conditions.

11- Under no circumstances shall Dimension3 Technology be liable to customer or any other person for any damages, including without limitation any indirect, incidental, special or consequential damages, expenses costs, profits, lost savings or earnings, lost or corrupted data, or other liability arising out of or related to the services provided by Dimension3 Technology or out of the installation, uninstall, us of, or inability to use customer computer equipment, hardware, peripherals, or the network as a result of the services provide hereunder.

12- Dimension3 Technology shall not be liable for any failure or delay in performance due to any cause. If Dimension3 Technology ability to render services in impaired by customer failure to cooperate or circumstances beyond control of Dimension3 Technology might choose not to provide service.

13- Customer will agree to release and hold harmless Dimension3 Technology from and against any loss, liability, or damage, including without limitation, any indirect, incidental, special or consequential damages, expense, cost, profits, lost savings or earnings or liability that customer, the owner, or lessee might suffer arising out of, or related to, the services provided by Dimension3 Technology and all of their employees. This includes but not limited to data loss or lack of function in any component or element of customer’s computer system and/or peripherals as a result of Dimension3 Technology actions or the actions of its agents, partners and/or third-party service providers.

14- Customer agree that Dimension3 Technology total liability for damages related to provision of services is limited to the total amount customer paid for such services, and customer release Dimension3 Technology from liability for any indirect, incidental, special, or consequential damages.

15- Customer are claiming the entirely IT related equipment subjected to any Dimension3 Technology services belongs to customer or Business and you have appropriated permissions to allow Dimension3 Technology to perform work and claim that any IT related equipment or any other items are not stolen not constituting an unlawful act.

All rights reserved © Dimension3 Technology 2014