Support Agreement Terms and Conditions#
This document describes the Standard Support Agreement that we have found suits most mid-sized businesses, with most systems.
Where appropriate, agreements are negotiable, with terms in writing (otherwise, these terms apply).
Within the paid Support Agreement subscription period and directly regarding the Supported System,
when a trained operator is unsure how to proceed (e.g. an error message during normal operation or a novel circumstance is encountered),
services provided during normal business hours (9am-5pm Mon-Fri QLD Time{UTC+10}, Excl Public Holidays) regarding the Supported System as appropriate to the situation:
are not charged additional to the Support Agreement subscription fees for the Supported System.
Within the paid Support Agreement subscription period, all services are given elevated priority. - To investigate issues reported by any of email, phone, remote connection
- To liaise with external parties e.g. IT provider, Accountant
- To provide technical advice by any of email, phone, remote connection
are not charged additional to the Support Agreement subscription fees for the Supported System.
Examples of chargeable services
Chargeable services include but are not limited to:
- training new operators or documentation writing
- installation or upgrade of software
- configuration of new companies or users
- data repair, manipulation, restoration or compression
- security remediation including virus or malware cleaning
- disaster recovery
Chargeable services include but are not limited to:
- training new operators or documentation writing
- installation or upgrade of software
- configuration of new companies or users
- data repair, manipulation, restoration or compression
- security remediation including virus or malware cleaning
- disaster recovery
Authorisation (by Purchase Order or Authorised Email) from the client is required by Outback Software Pty Ltd before chargeable services will be provided.
Within the paid Support Agreement subscription period, Chargeable services are provided at 25% discount.
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