Adhoc IT Services Terms Of Use

CALL-OUT FEES

Our call-out fee is the amount paid upfront to request an IT specialist to either visit your premises or complete work remotely. Please note that this fee does not cover any additional materials or parts. If hardware, cables, or other materials are required, these costs should be factored into your quote separately

Travel Costs

For travel to your location, the first 30 kilometers are covered at no additional charge. Beyond this distance, a fee of R7 per kilometer will apply for each kilometer traveled. This ensures that travel costs are fairly allocated based on the distance from our base to your premises

Types of Call-Out Services Available from DevNet Technology

Configure + Deliver: Our team will handle the delivery of your equipment and set it up according to your specifications. This service includes the installation of necessary software and basic configuration to get your system operational.
Deliver Only: This service involves the delivery of your equipment to your premises. It does not include any configuration or installation; the equipment will be delivered as-is.
Configure + Install + Deliver: We will deliver your equipment, install it on-site, and perform any necessary configuration. This comprehensive service ensures that your equipment is fully set up and ready for use upon delivery.
Configure + Remote Support: After delivering your equipment, we will provide remote support to configure and troubleshoot any issues. This option is ideal for situations where on-site presence is not required but setup and technical assistance are needed.

Cancellation of call-out

If you need to cancel a call-out, please be aware that a refund will be issued; however, a 20% cancellation fee will apply unless the cancellation is made before any payment has been processed. The cancellation fee is a percentage of the total call-out fee and helps cover the costs incurred. If you cancel before payment, no cancellation fee will be charged. Please ensure to inform us as soon as possible if you wish to cancel to avoid unnecessary charges.

Our Charge Structure for Call-Out Services

Our charge for call-out services encompasses several key factors to ensure comprehensive coverage and transparency. Here’s a breakdown of what is included:

Hourly Rate: We offer the option to charge either an hourly rate or a flat fee for the call-out. This rate accounts for the technician’s time spent on travel, on-site services, and any necessary work performed.
Travel Time & Distance: Additional charges may apply based on the distance traveled to your location. For long-distance travel, we factor in both time and distance to determine the appropriate fee.
Materials/Parts Costs: If any hardware, cables, or other materials are required during the call-out, these costs will be included in your quote. Please note that these expenses can only be determined once we have completed fault findings or an assessment. They will be billed to you after the assessment is completed.
Urgency: We apply different rates for emergency or after-hours call-outs. Please specify if you need urgent service, as higher rates may apply for expedited responses compared to scheduled services.
Minimum Call-Out Fee: A minimum fee applies to all on-site visits to cover basic costs, regardless of the time spent on site. This ensures that even short visits are economically viable.
Frequency: For recurring services, we offer discounted rates or service contracts. This applies to situations where ongoing visits are needed, and a regular maintenance schedule is beneficial.
SLA or Retainer: If you have a Service Level Agreement (SLA) or retainer contract with us, the terms of that agreement will govern the pricing and service levels provided.
Warranty and Follow-Up Support: Our services include follow-up support or a warranty period to address any persistent issues that may arise after the initial call-out. We commit to returning if the problem continues within the warranty period.
VAT and Taxes: All applicable taxes, including VAT, are included in the final price. This ensures full transparency in the total cost of services.

Additional Context: Some of these expenses, such as materials and parts, can only be accurately determined once the fault finding or assessment is complete. Therefore, these costs will be added to your final invoice after the initial evaluation.

URGENCY FEES FOR CALL-OUT SERVICES

In addition to the standard call-out fee, an urgency fee will be applied for any call-out requests made outside of regular business hours. Specifically:

Evening Hours (18:00 to 00:00): If you request a call-out between 6:00 PM and 12:00 AM, an urgency fee will be added to the standard rate. This fee covers the additional costs associated with providing service during evening hours.
Early Morning Hours (00:00 to 07:00): Similarly, any call-out requested between midnight and 7:00 AM will incur an urgency fee. This fee reflects the extra costs of providing support during the early morning hours.

This additional charge is necessary to compensate for the increased demand and operational challenges of servicing outside regular business hours. It ensures that we can continue to provide prompt and effective service at all times.

TRAINING

DevNet Technology offers training for clients on the use of our products, including both software and hardware. This training can be conducted either virtually or on-site at the client’s business premises. Training is available only for products purchased from us; once a product is purchased, clients may request training directly related to that specific product.

Please note that call-out fees will apply for on-site training sessions. To arrange for training, clients should contact us to schedule a session based on the availability of our resources. Our training services are limited to the products we provide, and we do not offer training for third-party products or services not supplied by DevNet Technology.

CANCELLATION OF A CALL-OUT