Support Services Statement
To be read in conjunction with the Master Services Agreement.
S2.1 In this Statement Customer Support Service will mean assistance given by Agentbox to the Customer’s Main Admin Contact/s with regards to the Service.
S2.2 Agentbox will provide the following support services during business hours
Technical support via firstname.lastname@example.org
User education and training support via email@example.com
S2.3 Support Services do not extend to issues or problems that are mainly caused by or relate to one or more of the following:
(a) any software or hardware supplied by someone other than the Agentbox;
(b) use of the Service otherwise than in accordance with the Agentbox’s instructions;
(c) damage by viruses, worms, spyware, Trojan horses or any other malicious code; or
(d) Main Admin Contact/s or user error
S2.4 Agentbox will prioritise technical support issues based on the severity of the issue, the time required to deal with it, and workloads at the time of submission.
S2.5 Agentbox may provide, if requested, Support Services outside Business Hours at the prevailing after-hours rates. There will be a minimum charge of 1 hour.
S2.6 The customer must:
(a) appoint a Main Admin Contact/s who must:
(i) be knowledgeable about computers generally and the Customer’s computer system in particular;
(ii) be familiar with and competent in the use of the Customer’s software;
(iii) be reasonably contactable and available; and
(iv) be able and authorised to follow our instructions regarding technical support and user education issues.
(b) keep Agentbox informed of full contact details for representatives to serve as Main Admin Contact/s for the purpose of dealing with the Agentbox;
(i) use reasonable endeavours to solve problems and issues itself before requesting Support Services;
(ii) provide Agentbox with any cooperation or information that it reasonably requires to provide Support Services;
(iii) ensure that only Main Admin Contact/s contact the Agentbox regarding Support Services issues
(iv) provide any Agentbox reference numbers in correspondence
S2.7 If the Customer has its email hosted by a 3rd Party and/or has an exchange server installed, Agentbox is not responsible for any email related support issues.
Note: Terms used in this statement which are defined in the Master Services Agreement has the same meaning.
Acceptable Use Policy
To be read in conjunction with the Master Services Agreement
S3.1 The use of the Service provided by Agentbox is to be for lawful purposes only.
S3.2 Do not to transmit any unsolicited commercial or bulk email and do not engage in any activity known as spamming. Agentbox will not be held liable for any email activity performed by the client. The customer will comply with the Spam Act 2003 Cth and accepts all liability for all of the emails sent from their Agentbox systems.
S3.3 Do not to make any inappropriate communication to any newsgroup, mailing list, chat facility, or another internet forum.
S3.4 Do not upload any copyright material which you do not own or which do not have the right to use.
S3.5 Do not to make, attempt or allow any unauthorised access to Agentbox’s or its Customer’s website or servers.
S3.6 Do not to allow any remote code execution of the use of malicious software on the website.
S3.7 Do not to cause denial of service attacks, port scans or other endangering and invasive procedures against Agentbox servers.
S3.8 Do not use the Service to host any website, other content, links or advertisements of websites that infringe any copyright, trademark, patent, trade secret, or other proprietary rights of any third party information.
S3.9 Do not use the Service to host any website, other content, links or advertisements of websites that infringe any copyright, trademark, patent, trade secret, or other proprietary rights of any third party information.
S3.10 Do not to host material that:
(a) contains adult content, pornographic, obscene, unlawfully harassing, or connected with sex-related merchandising and with adult content, pornographic, obscene, unlawfully harassing, or connected with child abuse or sex-related merchandising;
(b) professes hatred for particular social, ethnical, religious or other group;
(c) contain viruses, Trojan horses, worms, time bombs, corrupted files, or any other similar software or programs that may damage the operation of a computer or a person’s property;
(d) contains any illegal software; or
(e) violent or encouraging violence.
Note: Terms used in this statement which are defined in the Master Services Agreement have the same meaning.