1. Intellectual Property
1.1 All intellectual property (including, without limitation, copyright, trademarks, designs and patents) relating to or used in connection with the Service/s provided under this Agreement shall belong to Conekt, provided that any intellectual property derived, produced or developed by Conekt expressly for the Customer shall vest in the Customer. The Customer undertakes that it shall at no time, have any right, title or interest in the intellectual property and agrees that it shall not (or permit any third party to) reverse engineer, decompile, modify or tamper with the equipment or software owned by Conekt, or any of its third party suppliers.
2. Support Terms
2.1 Conekt Customer Care environment is available during normal working hours. This team is responsible for:
2.1.1 Customer authentication
2.1.2 Logging service requests
2.1.3 Providing the Customer with a reference number
2.1.4 Providing the Customer with updates relative to their service requests
2.1.5 Closing the call with the Customer, once the support team deem it resolved
2.2 The Support Service shall be provided on the following basis:-
2.2.1 Normal Office Hours: this is deemed to be 8 am- 5 pm excluding public holidays.
2.2.2 After Hours: this is deemed to be any time outside of normal office hours and is calculated at double the normal office hour support rate, i.e. for every hour of after-hours support used, two hours are deducted.
3. Call Logging
3.1 All calls are logged and managed centrally from Conekt’s Control Centre in Rivonia, Johannesburg. There are two ways in which The Customer can log a call. In order of preference, they are:
3.1.1 Electronic Mail: firstname.lastname@example.org
3.1.2 Call: (011) 517 6700 / 0860 CONEKT; After Hours (082) 827 7952
3.2 The following information will be required from the Customer:
3.2.1 The Customer Name
3.2.2 The Customer Contact
3.2.3 The Customer Telephone Number
3.2.4 Email address
3.2.5 Description of problem
3.3 Conekt will keep The Customer updated on a regular basis until such time as the Service is restored.
3.4 All calls will be assigned a reference number, which is valid for the life of the call and should be used when querying the status of the Customer’s service requests.
3.5 The Customer’s internal escalation procedures will be executed prior to contacting Conekt for support.
3.6 Only the Customer listed Technical Contacts (TC’s) may place service calls to Conekt for support.
4.1 In the event of a problem disrupting the Service/s, a service call is to be placed with the Control Center (Call Centre).
4.2 The Customer and the Control Centre will agree on the severity and respective priority of the call. Depending on this, the system will automatically escalate within predefined time periods (based on severity and table of escalation as per attached schedule). These time periods have been defined to offer the best possible level of response depending on the impact the “problem” on the Customer’ business.
4.3 Where service calls require on-site hardware to be reset, repaired or replaced at one of Conekt’ Point of Presence, the Control Centre will call and dispatch personnel from those regions to effect the necessary repairs within agreed service levels.
4.4 The escalation is effective for problems that are solely the responsibility of Conekt. Should Conekt determine that the problem is in fact a 3rd party service provider’s problem, Conekt will log a call with such party and offers to manage the problem on the Customers behalf. Conekt will not be held accountable for the actions or service levels of such 3rd party concerned.
4.5 It remains the responsibility of the Customer to negotiate suitable service level agreements with all appropriate service providers. Where these 3rd party service providers charge for calls logged that charge will be for the Customer’s direct account. In these cases Conekt will attempt to obtain approval from one of the Customer’s listed technical contacts PRIOR to logging the call with the 3rd Party service provider.
4.6 The Customer is free to contact the Conekt Management personnel, should they feel that their Service Request is not receiving the appropriate level of attention.