Support Agreement Terms

  1. Each hour outside of normal business hours is charged at 1.5 times normal rate.
  2. Phone support outside normal business hours will incur an additional charge advised at the time of the phone call.
  3. Each hour on Saturday, Sunday or Public Holidays is charged at 1.5 times normal rate.
  4. Travelling, accommodation, and other expenses outside Sydney metropolitan area will be charged to the client.
  5. Cancellation of site visits, notified under 24 hours prior to booking, will incur a fee of 1 hour labour.
  6. Variations to pricing and services may occur without notice, pricing will be confirmed at the time of booking if requested.
  7. Parking costs will be charged to the client where parking cannot be provided.
  8. Axsapt is not obligated to provide any assistance for products not stipulated in your agreement.
  9. Axsapt is not obligated to provide any assistance for products not installed, upgraded or audited by a certified technician.
  10. Axsapt will make available any applicable program updates the client is entitled to. This agreement does not include cost of installation of the upgrade.
  11. This agreement does not include any support relating to hardware.
  12. This agreement does not include any support relating to accounting principles.
  13. Remote Site Visits are charged at 15 minute intervals based upon the current in house rate-per-hour. This includes, but is not limited to, additional installations and upgrades performed by our technitians via remote connection.
  14. Where telephone support is provided, we expect 15 minutes to be a reasonable time per issue. After 15 minutes, or at the discretion of the technician, a site visit may be requested, in person or on-line, and this is a service that will be separately charged, at a discounted rate to customers who pay for an Annual Support Contract.
  15. Training is not covered by this agreement but can be provided as an additional service.
  16. Trading terms are strictly on a COD basis.
  17. Cancellation of this agreement by either party must give 60 days notice.

Client Agreement

  1. Only computers that match minimum hardware requirements will be supported.
  2. Server and workstations have sufficient power protection with a minimum of an On-Line Uninterruptible Power Supply (On-Line UPS) for the server and a capacitive power filter with a reaction time of 1 to 3 nanoseconds for the workstations
  3. Backups are to be completed daily and stored off site. Backup it is to be verified regularly. The client is to be prepared to restore from last backup if requested.
  4. Telephone(s) to be located in such a way as to allow the user to be seated in front of the workstation or Server without the need to use intercom or loud speaker facilities whilst receiving support.

For the products Axsapt Pty Ltd is not the author, we are not responsible for any problems found within the software. However, Axsapt Pty Ltd shall use its best endeavours to mediate any software related issues with the authors. 

All work performed by Axsapt Pty Ltd is chargeable as per the above agreement

Note: All charges are subject to increases on the 1st of April each year.