INTRODUCTION

Tech Labs is a company that provides technical expertise and services. We are highly experienced and qualified.  However, in a world governed by lawyers, we are inhibited as to the level of service that we can provide without conditions to protect us. We want to provide the best service possible to you at the best price. This document sets the conditions under which we operate.

 

TERMS AND CONDITIONS

Confidentiality

Tech Labs agrees to keep confidential and not disclose any information which it may learn or come into contact with in the course of carrying out any support for the customer which may include intellectual property, security or general business unless otherwise required to by law.

 

Charges

Tech Labs charges for technical service work at an agreed hourly rate.  Tech Labs reserves the right to change these rates at any time, and will notify you of rate changes before work is carried out.  Hourly rates may vary between works that require elevated skillsets or specialized technicians.  Tech Labs will notify you before beginning work at a rate that is different to the normal agreed hourly rate.

 

Remote support

Remote support is charged in 15 minute increments rounded up to the nearest 15 minutes.  Remote support does not incur any flag fall or callout fees.  A minimum of 15 minutes is chargeable for any remote support work.

 

Onsite support

Onsite support is charged in 30 minute increments rounded up to the nearest 30 minutes.  All onsite work will incur a callout fee equivalent to ½ an hour of the normal hourly rate.  A minimum of 1 hour is chargeable for all onsite work.  Sites located further than 30 kilometers from Tech Labs office and Brisbane City may incur a higher callout fee.

 

Ongoing work

If after a service call additional visits are required, actual time taken to complete the task will be charged.

 

Response time

A response to a support request will be provided within 2 hours acknowledging the request and advising of further action. Actual response in most cases is same day when possible, however this is based upon the urgency of the problem at the time and an appropriate course of action agreed to between Tech Labs and you at the time the request is placed.

 

Hardware

Problems originating from faults within the physical structure of a computer are usually more serious than those created by software errors. If something has gone wrong with your computer’s hardware, then the defective part will most likely need to be replaced. If the defective part contains data (such as a Hard Drive, CD, USB Storage or Floppy Disk), then there is a high probability that this data has been lost and cannot be recovered (in certain cases, where it may be possible to recover our data, and you would like us to try and save it, we may need to take your computer back to our base in order to try and retrieve it). Please remember though that hardware faults (especially hard drive faults) are potentially the most dangerous to your data and our technicians make no guarantee that we will be able to recover your lost data.

 

Hardware Warranty

In the event of required replacement of defective and faulty hardware, Tech Labs may resell the necessary equipment on behalf of third parties. If problems arise with purchased equipment, warranty is via original manufacturers only, unless otherwise specified in the agreement.

Software 

If your problem has arisen as a result of software errors Tech Labs recommends that you perform a backup of all your important data before any remedial work is attempted. As with hardware, in some cases it is possible that data has been corrupted to the extent that it has been lost. Software errors are usually only a concern for our technicians if important system data has been affected (eg. Files that the operating system needs in order to operate properly). Due to the complexity of software development, most software applications are incompatibility and error prone as a result of software programming intricacies, therefore we do not guarantee the correct and error-free functioning of all software products on all computers, and you acknowledge that errors resulting from software are not responsibility of Tech Labs. Tech Labs will recommend viable and effecting alternatives to your software where possible, and it is your choice whether or not to implement such solution, and you acknowledge, whatever their decision may be, that Tech Labs have met our commitment to you.

In some cases however, a fresh start (an event called a “format”) is needed in order for us to provide you with a stable, optimally functioning and working computer. If a format is required, then we may need you to supply us with the installation discs for your operating system, along with product keys.

In addition, if there is any other software or devices that you would like our technicians to install in the event of a format, then you will need to provide us with the installation and product registration keys. Tech Labs can only use original purchased software and/or registration keys.

 

Payment

All invoices are due by the due date displayed on a Tech Labs invoice.

No work will be undertaken on any of your projects if there are any overdue invoices or accounts.

A 2.5% late fee will be added to outstanding balances not paid in full by the due date.

Any account remaining outstanding 90 days after the invoice due date will be passed to a debt collector for debt retrieval & will immediately incur a 22% bad debt processing fee.

All charges incurred whilst chasing the overdue account will be at the account holder’s expense.

 

Disputed charges

Should you disagree with any charges relating to the services or items charged on an invoice, you must notify Tech Labs accounts within 7 days of the invoice issue date. Any claims after this time will not be recognised

 

Warranties and Liability

Tech Labs neither assumes nor accepts any liability for any loss, damage, theft, misuse, malfunction, etc. regardless of the cause or reason for any such event. Tech Labs will not be liable for any damages (including but not limited to damages for loss of profits, business interruption or loss of information) arising out of the work a Tech Labs technician performs. In the event that any of the above limitations or exclusions is held to be unenforceable, Tech Labs’ total liability shall not exceed the amount of the invoices paid/quoted or estimated for the job in question.

 

Data storage

Although our server is regularly backed up we cannot guarantee the security of your data and therefore will not be liable for the loss of any of your data stored by us.

 

Acceptance

Engaging the services of Tech Labs constitutes acceptance of all of the above terms and conditions.

 

Hold harmless

By engaging Tech Labs, you agree to hold Tech Labs harmless against any claim whatsoever arising from any event relating to services or software by Tech Labs.

 

Regular hours of operation:

9am – 5pm, Monday to Friday.