Service Level Agreement Australia

Service Level Agreement Australia

This is an agreement between Attaché Software Australia Pty. Limited (Attaché) and a person licensed to use Attaché software (the caller). The agreement is enacted by the caller when he or she accepts the charges at the beginning of a call to the Attaché Helpline.

Charges

There is a one-off call charge (currently $38.50 including GST) payable by the caller. This amount is charged regardless of the length of the initial call and includes any subsequent calls which Attaché may make to the caller. You will not incur any further charges in resolving an issue if it falls within the guidelines outlined below.

Billing

All call charges will be automatically invoiced by Telstra to the caller's phone bill. Calls are identified individually with itemised call duration and charges.

Availability

The Attaché User Helpline operates each week day (excluding NSW Public Holidays) between 8.00am and 6.00pm (Sydney time). While every effort is made to ensure that calls are answered without delay, there will inevitably be times when no operators are immediately available. Callers who are unable to get through to an operator will not be charged the normal Helpline charge (but will incur a nominal local call charge, currently 19 cents). In this case, please try the Helpline again later.

Operator Proficiency

Attaché will ensure that the 1902 User Helpline is staffed by qualified Attaché staff who have in-depth knowledge of Attaché software products and are well grounded in accounting and business basics.

Issues

You can call the Helpline for assistance with any issues regarding the normal functioning of Attaché Software products. Being a telephone service, it is not possible to resolve long, complex problems which would normally require a site visit from an consultant. The Attaché Helpline does not provide assistance for software other than Attaché Software products nor for computer networking or hardware issues.

Your obligations

In providing the Helpline service, Attaché makes certain assumptions about your level of competence and the quality of your equipment and work practices as these affect the operation of the software we have licensed you to use. We expect that you have at least a basic level of proficiency in bookkeeping/payroll administration and business principals and that you have a degree of computer literacy. We further expect that you will ensure that your computer equipment is of a reasonable standard and is well maintained, and that you have instigated an appropriate business continuity plan (covering, as a minimum, data backup and recovery).

Complaints/Refunds

Any complaints should be directed in writing to:

Support Manager
Attaché Software Australia Pty. Limited
PO Box 1824
Macquarie Centre North Ryde NSW 2113

Requests for refunds should be addressed similarly and should be accompanied by a letter outlining the reason for the request and proof of the call (that is, a copy of the relevant section of the phone bill.)