Vudutech does not warrant that any Service will be uninterrupted or fault free. Vudutech will use its best efforts to meet the Service Levels in conjunction with third-party vendors. If a third-party vendor fails to meet its Service Levels and a credit is provided, Vudutech will pass on any credit in full to the customer.
All work is guaranteed to be of a high standard and in accordance with Department of Fair Trading requirements.
Vudutech insures its employees in accordance with the Workers Compensation Act of New South Wales and maintains Public Risk and Professional Liability insurance up to $5,000,000. The Client shall not be liable for any claims arising from injury to persons due to any neglect, default, lack of care, or misconduct by the Service Provider or its employees during the execution of the work.
Level of Service
Standard Support Hours: Monday to Friday, 9:00 am to 5:00 pm (excluding public holidays). Outside these hours, support is available by prior arrangement or on a best-effort basis.
Faults and Failures: Maximum 2-hour response time for service outage support requests.
Issue Rectification: Dependent on problem complexity, typically within 1-24 hours.
Service Requests: Maximum 48-hour response time for requests related to system changes, upgrades, or implementation of new services. Implementation schedules depend on request complexity and may include supplier lead times.
Customer Responsibilities
The Customer will provide necessary access to system(s) for work to be performed.
The Customer will accept user requests and authorize work via email.
The Customer will inform staff and agents about support services and advise on procedures and processes.
The Customer will provide an updated schedule of supported users/devices and notify Vudutech of any changes.
The Customer will supply any necessary security codes or passwords (e.g., printer user codes).
The Customer will ensure that servers are housed in an air-conditioned environment to prevent hardware failure due to heat.
The Customer will ensure all services are used in compliance with Commonwealth and State laws.
Any equipment provided by Vudutech or its suppliers for service provision will remain the customer’s responsibility for maintenance and may incur compensation if lost or damaged (excluding fair wear and tear).
The Client shall provide access to the site, water, electricity, and sanitation facilities as required for work performance.
Exclusions
Changes or misuse by parties not authorised by Vudutech.
Excess charges resulting from system misuse.
Any additional charges, including third-party fees, unless explicitly specified.
Other works, support or services not explicitly defined under “Description of Works, Support and Services”
Terms of Payment
Quoted prices include GST, remain valid for 7 days, and are subject to availability.
Variations and additional work are charged at the standard rate of $180.00 per hour, including GST.
Rates are subject to an annual review/increase based on the current Consumer Price Index (CPI).
Invoices are issued on the first business day of the month and are payable within 14 days.
All payments are Net.
Invoices outstanding for 30 days or more may incur an interest charge of 13.00% per annum, calculated daily.
Vudutech retains the right to suspend services and/or support due to non-payment of outstanding invoices.
Conditions
1. Period of Agreement, Service Agreements
Minimum term of 24 months.
The contractual period begins from the date the service is connected, provisioned or implemented.
2. Lease Inclusions/Exclusions
All leased hardware remains the property of Vudutech.
Includes upgrade or replacement of failed hardware.
Excludes new, upgraded, or additional services.
Excludes changes made by others.
3. Cancellations Regarding Hardware and/or Leased Contracts
Minimum 30 days’ written notice is required.
All leased hardware remains the property of Vudutech.
Early cancellation of leased contracts will incur:
Full payout of the contract (Monthly cost × remaining months left in contract term).
Payment of all outstanding or accrued charges.
An additional asset depreciation fee of 25% of hardware costs, unless otherwise negotiated and agreed upon by Vudutech.
4. Cancellation Regarding Services and Support
Minimum 30 days’ written notice is required.
Early cancellation of services will incur:
Full payout of the contract (Monthly cost × remaining months left in contract term) unless otherwise negotiated and agreed upon by Vudutech.
Payment of all outstanding or accrued charges.
5. Termination or Withdrawal of Agreement Requirements
Minimum 30 days’ written notice is required.
Upon termination or withdrawal, the customer agrees to return all supplied or leased equipment to Vudutech within 10 business days.
The customer must pay all outstanding or accrued charges to Vudutech before the agreement terminates.
6. Hours of Operation
Monday to Friday, 9:00 am - 5:00 pm (excluding public holidays).
Support outside these hours is available by prior arrangement or on a best-effort basis.
The details of the proposal are shown above and form part of the agreement. If you wish to proceed with the Services and/or Support outlined in the proposal, please complete the Purchase Order Form and return electronically. If you have any queries or require further assistance, please contact Vudutech on 02 8358 7288 or email support@vudutech.com.au.