TekGroup of Companies
Terms & Conditions

  • TERMS & 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.
    • All service cancellations carry a 30-Day notice period as defined by a calendar month. All Services (Rental) are Pre-Payable each month in advance.

    First invoice will be charged Pro-Rata from installation/activation date of service/subscription. Services activated or registered are non-refundable and fully payable in advance for the 1st Month.

    • Domains Registrations, SSL certificates, Microsoft 365 & Anti-Virus Non-Monthly Subscriptions are annually renewable. Services or subscriptions pricing that note a 12-month commitment is subject to an annual agreement.
    • Internet & Hosting Services are subject to AUP & FUP: https://tekgroup.co.za/index.php/aup-acceptable-use-policy
    • Wireless Internet Download & Upload ratios are set at 1:4
    • Internet Services are best-effort services and carry no uptime guarantee unless specified otherwise by a Service Level Agreements (SLA) & Support Agreements for Preventative Maintenance (SAPM).

     

    • Service Level Agreements (SLA) & Support Agreements for Preventative Maintenance (SAPM) 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 Level Agreements (SLA) & Support Agreements for Preventative Maintenance (SAPM)’s Service Scope:
      • The following Services are covered by a Service Level Agreements (SLA) & Support Agreements for Preventative Maintenance (SAPM);
        • Manned telephone support during Business Hours
        • Monitored email support during Week Days
        • Remote assistance using Remote Desktop and similar software
        • Planned or Emergency Onsite assistance (extra costs apply subject to quotations and customer approval)
        • Monthly system health check
        • Maintenance & Repairs on a per incident basis (Subject to valid insurance policy from an accredited provider)
      • Customer responsibilities and/or requirements in support of this Agreement include:
        • Payment for all support costs at the agreed interval.
        • 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 upon 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 Level Agreements (SLA) & Support Agreements for Preventative Maintenance (SAPM) 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: Week Days - 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 13:00 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.

     

    • Terms for the Sale of Product or Service:

    All products excl. Consumables & Software carry 12-month warranty. Software is Non-Refundable. 2. Warranty void on physical & electrical damage. 3. Items repairable won’t be swapped. 4. The TekGroup is not liable for any kind of loss whatsoever 5. Interest will accrue on overdue amounts @ 15% P.A. 6. Ownership of all goods supplied remains vested in the TekGroup until payment in full. 7. Goods not resalable won’t be credited. 15% Handling Fee is applicable. 8. Pricing valid for 1 day only on in-stock items, Influenced by ROE & availability, pricing may change without prior notice. 9. Guarantee subject to services rendered by a representative of the TekGroup. 10. Minimum repair turnaround 72 Hours. 11. All manufacturer repairs carry a minimum rejection fee. 12. Repairs uncollected within 30 Days will be sold to defray costs. 13. Unpaid accounts will be suspended and handed over after 90 Days for Debt Collecting for which the customer is liable for costs. 14. E&OE.