Service Agreements & Conditions 

TekSupport (Pty) Ltd, TekConnect (Pty) Ltd or TekUbhuti (Pty) Ltd will herein further be referred to as “TekGroup” in their individual or collective capacity.  

• Service Agreements Include: Service Level Agreements (SLA), Support Agreements for Preventative Maintenance (SAPM):
• Service Agreements are valid from the Effective Date outlined herein and is valid until further notice. Such Agreements should be reviewed at a minimum once per fiscal year; however, in lieu of a review during any period specified, the current Agreement will remain in effect. The customer representative is responsible for facilitating regular reviews of this document. Contents of this document may be amended as required, provided mutual agreement is obtained from the primary parties and communicated to all affected parties. The TekGroup will incorporate all subsequent revisions and obtain mutual agreements / approvals as required. The following detailed service parameters are the responsibility of the TekGroup in the ongoing support of this Agreement:

• Service Agreement’s Service Scope:
  • The following Services are covered by a Service Agreement:
    • Manned telephone support & Monitored email support during Business Hours.
    • Remote support using remote access software for assistance.
    • Planned or Emergency Onsite assistance (subject additional costs and customer approval).
    • Scheduled system health checks as set out per the agreement.
    • Maintenance & Repairs on a per incident basis.
  • Customer responsibilities and/or requirements in support of this Agreement include:
    • Payment for all support costs at the agreed interval.
    • A valid insurance policy through accredited partners or financing house to cover associated repair costs which will guarantee turnaround time and avoid delays.
    • Reasonable availability of customer representative(s) when resolving a service-related incident or request.
  • TekGroup Requirements:
    • TekGroup responsibilities and/or requirements in support of this Agreement include:
      • Meeting response times associated with service-related incidents.
      • Appropriate notification to Customer for all scheduled maintenance.
      • Maintaining the proper operation of the installed hardware & software.
      • The TekGroup in the capacity of the Installer, will take responsibility of the warranties where we are obliged to keep any systems in working condition during the initial warranty period of individual products and thereafter on a per incident basis if the service agreement and/or insurance policy is not renewed.
      • Unplanned repairs pertaining to the installed equipment under the provision that the insurance policy is valid.
      • All efforts are made to communicate with the customer should there be any delays due to major damage, faults or stock availability which will fall outside reasonable repair times.
    • Service Assumptions
      • Assumptions related to in-scope services and/or components include:
        • Changes to services will be communicated and documented to all parties.
        • Any existing equipment is excluded from this proposal and is thus not insured and added onto the Maintenance & Service agreement, replacement of said equipment can result in the new equipment being added onto the agreement at an added cost. 

• Service Agreement Management:
  • Effective support of in-scope services is a result of maintaining consistent service levels. The following sections provide relevant details on service availability, monitoring of in-scope services and related components.
  • Service Availability
    • Coverage parameters specific to the service(s) covered in this Agreement are as follows:
      • Business Hours: Weekdays - Monday to Thursday (8:00 – 17:00) / Fridays (8:00 – 16:00)
      • Weekends - Saturdays (8:00 to 12:00)
      • After-Hours (For Emergencies Only) - Up to 20:00 Weekdays / Sundays & Public Holidays up to 12:00 for emergencies only.
      • Calls received out of office hours will be forwarded to a mobile phone and best efforts will be made to answer / action the call.
      • E-Mail Support - Monitored 8:00 to 17:00 (Monday – Thursday) / 8:00 to 16:00 (Friday)
      • Emails received outside of office hours will be collected, however no action can be guaranteed until the next working day.
      • Onsite assistance is a best effort service usually within 72 hours during business hours.
    • Service Requests
      • In support of services outlined in this Agreement, the TekGroup will respond to service-related incidents and/or requests submitted by the Customer within the following time frames:
        • 0-8 hours (during business hours) for issues classified as Emergency priority.
        • Within 48 Hours for issues classified as High priority.
        • Within 72 hours for issues classified as Medium priority.
        • Within 5 working days for issues classified as Low priority.
      • Remote assistance will be provided in-line with the above timescales dependent on the priority of the support request.
      • Although best effort is made to provide reasonable resolution times, it is also subject to reporting timeframe of 3rd Party Providers, Intermediaries and Stock Availability in isolated incidents.