!!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).\\ 
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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:
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* To investigate issues reported by any of email, phone, remote connection
* To liaise with external parties  e.g. IT provider, Attache Consultant
* To provide technical advice by any of email, phone, remote connection
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are not charged additional to the Support Agreement subscription fees for the Supported System.\\

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%%label-warning 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 
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Within the paid Support Agreement subscription period, all services are given elevated priority.  \\ \\ 
Authorisation (by formal Purchase Order or by email authority) from the client is required by Outback Software Pty Ltd before chargeable services will be provided. \\ \\ 
Chargeable services related to Supported Systems are provided at 25% discount.\\
Chargeable services NOT related to Supported Systems are provided at 16.6% discount.\\
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!![Contact Us] for a Quote  
In order for us to provide a support agreement quote, we need to determine the Supported System(s),the number of operators requiring support, and what training, remote access or other arrangements may need to be made to ensure appropriate support is deliverable in your cirumstances.
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