Provider: Fix PC Express PTY LTD (www.fixpc.co.za)
Applicability: SLA Block Hours (Home)
1. DEFINITION OF A LABOUR HOUR & BILLING INCREMENTS
1.1. A “Labour Hour” is defined as any instance where a Fix PC support engineer is allocated, assigned, or engaged to resolve a specific technical support issue on behalf of the Client, whether via remote control utilities or telephone support.
1.2. Support time is deducted from the Client’s monthly block hour allowance in minimum increments of one (1) full hour per logged ticket.
1.3. If a distinct support intervention is successfully resolved in less than one hour (e.g., an issue taking 15 minutes to resolve), the Client will be billed, and their allowance deducted, for the full one (1) hour block.
2. DURATION, COMMITMENT & CANCELLATION
2.1. Fixed Term: Both the Home and Business SLA Block Hour subscriptions are subject to a minimum fixed-term commitment of six (6) months from the date of activation.
2.2. Natural Persons (Home Clients): In accordance with Section 14 of the South African Consumer Protection Act (CPA), Home users may cancel this agreement prior to the 6-month expiry by providing twenty (20) business days’ written notice to support@fixpc.co.za.
2.3. CPA Cancellation Penalty: Where a Home user terminates early under Section 14, FixPC reserves the right to impose a reasonable cancellation penalty. This penalty will encompass the retraction of discounted pricing tiers granted in contemplation of a 6-month contract, calculated retrospectively as the difference between our standard ad-hoc remote rates and the subscription rate for all months utilized up to the cancellation date.
3. THE SUBSCRIPTION MATRIX & SCOPE OF SERVICE
3.1. SLA Block Hours (Home)
- Monthly Cap: A maximum of eight (8) hours per calendar month shared across all household devices.
- Tiers & Minimums: A minimum commitment of three (3) hours per month is required. The first four (4) hours are billed at the standard rate, and any subsequent hours utilized from hour five (5) up to the eight (8) hour maximum are billed at a discounted flat rate of R99 per hour.
- Escalation Callouts: Physical, on-site callouts required will be billed separately at an additional rate of R250 inc. VAT per physical callout.
4. FAIR USAGE POLICY (FUP)
To preserve engineering capacity and ensure predictable service deployment across our client network, all subscriptions are bound to this Fair Usage Policy.
4.1. No Rollover of Unused Hours: Monthly block hour allowances are allocated on a “use-it-or-lose-it” basis. Unused support hours expire automatically at 23:59 on the final day of each calendar month and do not roll over to the succeeding month.
4.2. Concurrency Restrictions: To avoid over-allocating FixPC resources, both Home and Business subscriptions are limited to one (1) active, concurrent remote support session at any single point in time per account. Multiple tickets submitted simultaneously will be placed in a sequential queue and resolved consecutively by our engineering pool.
4.3. Out-of-Scope “Project” : Subscribed block hours apply exclusively to reactive, day-to-day helpdesk maintenance and standard technical troubleshooting (e.g., email profile configurations, printer drivers, local software patches, OS diagnostics). Subscriptions do not cover structural IT projects, network layout deployments, data migrations, bare-metal server installations, or hardware repair services, which must be formally quoted and scoped independently of subscription packages.
5. PAYMENT TERMS & SUSPENSION
5.1. Monthly minimum commitments are billed in advance on the 1st of every calendar month. Usage over and above the 3-hour minimum (up to the subscription cap) will be invoiced monthly in arrears based on calculated ticket data.
5.2. Failure to settle outstanding monthly accounts within seven (7) days of invoice delivery will result in an automated, temporary suspension of remote support capabilities. Service access will be fully restored only upon receipt of cleared funds or verifiable Proof of Payment (POP).