Cloudifi Support Agreement Terms and Conditions
Cloudifi understands the importance of Support and we recommend that all customers are on a Cloudifi Emergency Support Agreement to ensure that all staff get the highest level of POS and/or network support from our team in Perth for any emergency issues that may arise between 7am to 7pm, 7 days a week.
Every Cloudifi Emergency Support Agreement includes Emergency Phone Support and Email Support that covers support incidents for POS and network hardware/software issues and assistance with general use, diagnosis, troubleshooting and resolution of problems.
Whilst you do also get software support from the POS software vendor (eg. Abacus, Kounta or Vend) directly included in your monthly subscription or licence, we provide that extra level of Support in terms of hardware, help with Internet connectivity and specific knowledge of your network and POS set up.
We strive to provide the best possible service and to achieve this must have boundaries to ensure these services are available expediently to all our customers.
Annual Emergency Telephone Support Agreement Fees
When you purchase an Abacus POS solution from Cloudifi, most customers choose to pay for 1 year of Emergency Telephone Support provided directly by Cloudifi (in addition to the POS Vendor support) that covers you from 7am to 7pm, 7 days a week.
This charge is listed as a separate line item on your original invoice.
AT THE END OF THE FIRST YEAR YOU MAY RENEW THIS SUBSCRIPTION TO MAINTAIN CONTINUITY OF EMERGENCY SUPPORT.
Support Subscription Fees
The Annual Emergency Support Fee for up 4 Devices (Registers/KDS) is $360 ex GST per annum.
If you choose to NOT RENEW your Annual Emergency Telephone Support subscription, we only offer support on a best effort basis, Monday to Friday during business hours, subject to our availability (ie. no guaranteed response).
On-site Service Fees
Our standard hourly rate for on-site services and services outside of those covered by the Support agreement is $150 per hour ex GST inclusive of travel time Monday to Friday 8am to 6pm.
After-hours or Weekend on-site services will be charged at $250 per hour ex GST inclusive of travel time.
The support agreement does not cover implementation services of new hardware, software or modules. With such activities the customer will be advised that charges will apply at our standard hourly rate.
On Site Services
Where a Cloudifi consultant provides support, consultancy or repair services onsite, these services are not covered under the support agreement and will be charged at our standard hourly rate.
Unless the Hardware is covered by the manufacturer's warranty, where we find hardware needs to be repaired or replaced due to failure or damage, the cost associated will be passed onto the customer.
The support agreement does not cover in depth user training and anything over 10 minutes would require structured training either remotely or onsite, chargeable at our standard hourly rate.
The support agreement doesn’t cover time our experienced team spends consulting on improvements in the way you use your software, or ideas you have to make your business more efficient. Consulting such as this will be chargeable at our standard hourly rate.
Please review this document to understand exactly what services are covered under your specific Support Agreement.