Cloudifi Support Agreement Definition
Cloudifi understands the importance of Support and we recommend that all customers are on a 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 6am and 9pm 7 days a week.
Every Cloudifi Support Agreement includes emergency phone and email support that covers an 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, you pay for 1 year of Emergency Telephone Support provided directly by Cloudifi that covers you from 7am to 9pm, 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 annual subscription for the cost of $360 ex GST (under $1 per day paid Annually in advance).
If you choose to NOT renew your Annual Emergency Telephone Support subscription, we offer telephone support only between 9am and 5pm Mondays to Fridays and will levy a charge of $75 ex GST per call to be paid by credit card at the time of the call.
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 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 an item is under 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 15 minutes would require structured training either remotely or onsite, chargeable at our standard hourly rate. General assistance with POS functions or the Cisco Meraki dashboard is covered however.
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.