Service agreements
These website Service Terms are a general framework only. Specific services, pricing, scope, service levels, support hours, exclusions and payment arrangements should be confirmed in the applicable proposal, statement of work, order or other agreement between Ekreon Group and the customer.
Support requests
Tickets are handled according to the service level policy associated with the customer, department or user. A portal status, due time or target is an operational service target unless a separate signed agreement states that it is a contractual commitment.
Customer responsibilities
Customers should provide accurate information, reasonable access and timely responses needed for us to investigate or deliver the requested service. SLA clocks may pause while we are waiting for customer information where the configured workflow says so.
Fees and payment
Fees, billing frequency, taxes and payment terms are those stated in the relevant quote, order or agreement.
Liability and mandatory rights
Any limitation or exclusion in a service agreement is subject to rights and remedies that cannot lawfully be excluded, including applicable Australian Consumer Law protections.
Priority of documents
If these general website terms conflict with a signed customer agreement, the signed agreement takes priority to the extent of the conflict.