Ad-hoc Support Terms v1.3 

Last updated: 13/04/2022 and valid from: 15/05/2022 [previous version here]

 

1. TERMS

1.1 Unless otherwise expressly agreed between Convergence Limited (“Convergence”) and a client (“Customer”) and subject to clause 1.2, these terms will apply to the provision of all support services provided by Convergence to the Customer.

1.2 These terms do not apply where Convergence and the Customer may have entered into separate written agreements dealing with support services.

1.3 Convergence may modify or amend these terms on 30 days’ prior written notice.

2. AVAILABILITY

2.1 Ad-hoc support services are available during standard business hours [New Zealand time] during 9am and 5pm, except on weekends and public holidays as observed in New Zealand.

2.2 Urgent after hours support can be arranged but availability is not guaranteed.

3. REQUESTING SUPPORT

3.1 All support requests are to be submitted by creating a support ticket at www.convergence.co.nz/support.

3.2 Urgent after hours support can be requested by phoning 0800-CONVERGENCE [266837] or +64 9 525 2611 if calling from outside New Zealand and then selecting option 3.

4. APPROVAL

4.1 For each support request a ticket is generated and the Customer approves work billable at Convergence’s standard rates for the purpose of investigating and/or resolving the issue reported.

5. RATES

5.1 Please contact your account manager at Convergence for Convergence’s standard rate for support service.

5.2 The rate for urgent after hours support is standard rate x 1.5.

6. WARRANTY AND LIMITATION OF LIABILITY

6.1 Unless otherwise agreed, Convergence warrants project work for a 30-day period starting from either of the following:

6.1.1 When the solution or functionality provided is used in production, i.e. supporting actual business process[es], not testing.

6.1.2 A specific date agreed between Convergence and the Customer.

6.2 The Customer acknowledges that, unless agreed in writing between the Customer and Convergence, support work due to its nature is not covered under warranty.

7. GENERAL

7.1 The Customer may not assign the benefit of this agreement or transfer, sub-license or otherwise dispose of its interest in this agreement without Convergence’s written consent. Convergence may at any time assign its rights in this agreement to a third party.