General:
All invoices are payable within seven working days of dispatch unless prior
arrangements have been made with our business manager, Karen, who can be
contacted at the office or via email - karen@landau.com.au.
Our rates are reviewed annually, prior to the beginning of each financial year.
Please call ( 07 3880 3190) to discuss our current rates. These terms apply to
all customers, regardless of their business or profession.
Accommodation Fees:
Accommodation fees are based on available accommodation in any given
area. Every effort is made to ensure accommodation fees are kept to the lowest
possible cost.
After Hours:
All after hours activities will attract a surcharge regardless
of the nature of the activity. This includes all activities associated with
warranties.
Amendments and Changes to Proposals/Projects after
Acceptance:
Any changes to proposals or projects after they have been
accepted incur administration costs with re-arranging/returning/replacing stock
and staff schedules. Accordingly all labour and return costs for changes to
proposal/projects after acceptance will be charged to the client.
Contracted Rates:
Discount day and half day rates may apply for clients who wish
to enter a medium or long term IT Management arrangement or contract.
Contractors, Sub-contractors And
Other Third Parties
All
contractors, sub-contractors and other third parties invoice the clients direct,
we do not accept the invoice and then pass on a marked-up account to to the
client. Landau Technologies does however charge fee-for-service for project
management and administration when appropriate.
Courier Fees:
Courier fees are the responsibility of the client. If goods are dispatched to
Landau Technologies "Receiver Pays", courier costs will be added to
the final invoice. We can only accept "Receiver Pays" goods via
Couriers Please and Fastway. All other couriers must be paid by client. Please
refer to our Logistics page for more information on
the use of couriers.
Equipment Hire:
We do stock a small range of equipment for term hire such as a data
projector, laptops, workstations and monitors. Prices vary depending on the
equipment required.
Hardware Warranty:
All hardware sold by Landau Technologies comes with the manufacturer's
warranty. Thus should the part/equipment be faulty during the quoted warranty
period, it shall be repaired or replaced in accordance with the quoted
manufacturer's warranty terns. Any labour undertaken outside standard working
hours associated with warranty will still attract an after hours
surcharge.
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On-site Warranty = A technician will come to you.
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Return-To-Base (RTB) Warranty = The hardware must be returned to either
the retailer, assigned agent or repair centre by the client at the client's
cost.
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No
fault found = Regardless of warranty status, all time and resources expended
attract full fee-for service.
Labour Warranty:
Landau Technologies warranties all labour and workmanship of its own staff
members. We do not assume responsibility for labour and workmanship for outside
agencies, clients or their staff members and/or other contractors.
Late Payments:
Normal terms are seven calendar days from invoice
date, unless an alternative arrangement has already been negotiated. Late payments
will attract an administration fee the equivalent of 5% of the total bill per
week. Thus a late payment of one week adds 5% to the invoice, two weeks 10% etc.
We are unable to offer continued
services to clients who consistently delay payment.
Late Cancellations for Technical Service:
Any
technical/service appointments within the greater Brisbane area cancelled on
same working day will attract a cancellation fee equivalent to 50% of the first
hour's labour. Appointments outside this area
with insufficient notice will occur fees to recover the cost of lost travels
fees. Cancellation of any technical/service appointment with more than one
week's notice do not attract any fees.
Late Cancellations for Training:
All
cancellations with less than one week's notice will attract a cancellation fee
equivalent of 100% of the first hour's training and all travel costs.
Cancellation of any training appointment with more than one week's notice do not
attract any fees.
Method of Payment:
We prefer payment by Direct Deposit where possible. Our bank account details
are printed on the lower half of all invoices. Please fax or e-mail proof of
deposit.
Cheques are accepted and should be made out to Landau Technologies QLD
P/L.
We do not accept credit/debit cards.
Mixed Service Call:
From time to time a service call will involve warranty work as
well as a standard fee-for-service component. Standard on-site, travel and accommodation
(where applicable) fees apply for the fee-for service component. This includes all activities undertaken onsite not covered under warranty.
An example of this may be the requirement to change a workstation's power supply
under warranty and undertake software training. The training component attracts
standard on-site, travel and accommodation (where applicable) fees.
No Fault Found:
From
time to time we have attended to a reported issue, only to find that the issue
was no fault of the equipment. Examples include user mis-use, software faults or
the problem was fixed by other staff but not communicated. Time and resources
expended on the reported issue attract full fee-for-service.
Offensive Material:
All computers sent to Landau Technologies for service or setup,
regardless of whether the computer has been sent under warranty of
out-of-warranty, must be cleared of all offensive material. All pornographic or
lewd material must be removed prior to delivery to our office; all such material
found on any computers presented for service or setup will be deleted and the
client invoiced for the time involved.
On-Site Service:
This includes all activities undertaken onsite not covered under warranty.
Some examples are:
On-site service is charged in one-(1) hour increments. Timing
and scheduling is subject to existing bookings, replacement parts as well as
access and availability of the faulty equipment.
Orders Under $1,000.00:
Verbal hardware and software orders under $1,000.00 will be accepted.
Orders for training must be confirmed in writing regardless of the cost.
Orders over $1,000.00:
All hardware,
training and software orders over $1,000.00 must be confirmed in writing via purchase order,
letter, e-mail or fax. Cancellations must also be confirmed in writing via
purchase order, letter, e-mail or fax and may attract an administration
fee.
Prior to our processing your order, all medium projects ( $20,000.00 - $50,000.00 ) will require either:
Prior to our processing your order, all major projects ( over $50,000.00 ) will require either:
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Deposit of 30% upon order, 40% progress payment upon delivery of hardware
and final payment upon system acceptance, or
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Confirmation in writing from finance provider that finance has been
approved and will be paid within three-(3) working days of delivery of all
hardware.
No work or scheduling will be completed until the required confirmations have
been received at our office.
We will provide referrals to suitable finance providers if required.
Parking Fees:
All parking fees remain the responsibility of the client and will be added to
the final invoice.
Priority List:
Other Vendor’s Hardware. We look after hardware sold
by Landau Technologies first, always. Naturally clients who have bought hardware
from landau technologies would expect to receive highest priority. Furthermore, the other vendor may have warranty responsibilities towards the
equipment and, if we open the case, we may void the hardware warranty.
Lodging a Service Call. The client should have
sufficient information available to help identify the problem and possible solutions.
Please read our Service Directory page for more
information.
Managing the response. Managing the repair the best way possible should see quicker resolution:
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Telephone Support. Try this for no more that 15 minutes. If you think you are getting somewhere, then keep going. If you don’t think you are making headway, move to remote support or on-site.
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Remote Support. Again, try for about 15 minutes and assess how you are going. If you are making progress, great, stick with it. If you are not, move to on-site.
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On-site. When on-site take all steps to resolve the problem and any reasonable steps to avoid it being an issue in the future. For example, labelling, education, putting network hardware on UPS etc.
Priority Number One – Server is down. As all
functions cease when the server is down, this must be resolved first.
Priority Number Two – Network is down. Server is up but no workstations can access the server. The server can be used to print out appointment book, patient summaries etc.
Priority Number Three – Reception Workstation is down but consulting room workstations are up.
Priority Number Four – Consulting Room Workstation is down. Can the doctor be moved to a different room? Can the doctor go manual for a little while?
Priority Number Five – Reception Printer is down. Use paper-based invoice/receipt books. Use old-fashioned Db4 vouchers. Use the “Save no print” options in the medical billing.
Priority Number Six – Consulting Room Printer is down. Swap printers? Can the doctor swap rooms? Manual prescriptions and pathology requests?
Returned Goods:
All Returned items attract Administration and Restocking
Fees. Returning any goods need to be pre-approved by Landau Technologies
first. Any Goods that have been opened and used cannot be returned.
Our Suppliers do not accept Returned Goods that have been opened and used.
This does not apply to a Defect Product.
Software Copyright, Licencing & Piracy:
Landau Technologies respects the rights for software companies to
protect their Intellectual Property, Copyright and Income. We also acknowledge
that many businesses and home users may be in breach of copyright without
knowledge. Thus whenever software copyright is unwittingly breached by an
end-user, Landau Technologies will work with the end-user to resolve the breach.
However all breaches detected by our staff that can be contributed to a direct
and conscious attempt to avoid payment will be reported to the relevant parties.
Software Warranty:
Landau Technologies does not author software. Thus the reliability and
serviceability of any software provided by Landau Technologies or any other
supplier is the sole responsibility of the software vendor. Any concerns
regarding the suitability, reliability or serviceability of software
should be directed to the software vendors' Help Desk or sales department.
Telephone and Remote / Dial Up Support:
Telephone and remote / dial-up support includes all assistance over the
telephone or via remote support tools such as MSN Messenger, PCAnywhere, ICQ or
Netmeeting that is not normally covered under warranty. Charged in fifteen-(15)
minute increments.
Timing and Scheduling of new equipment purchases:
All of our servers and workstations are
"build-to-order". The means that the machines are built to our
specifications in an assembly line in Sydney, tested and Quality Assured and
then transported to us for final set-up and installation. We do not sell or
carry stock for off-the-shelf items.
Major projects often require other logistics such as
submission and processing of forms to the Health Insurance Commission ( often in
excess of ten working days) or dovetailing in with builders and cabinet makers.
Bearing these issues in mind, it is important to ensure that
all orders are lodged with a minimum of seven-(7) working days for standard
workstations and fifteen-(15) working days for servers. Projects that require
significant travel may require additional time.
Training Fees:
All
training fees are to be paid in advance. Changes in the scope of training that
occur on the day such as additional staff numbers, additional topics or time
will attract additional fees. To ensure that we deliver the best possible
training package suited to your needs that you complete a training
questionnaire.
Travel Fees:
Areas up to approximately one hour's drive from our office do not incur travel
fees. This includes all of Brisbane and sites as far north as Caloundra, out to Beerwah, Woodford,
down to Ipswich, Logan and Daisy Hill and all areas in between.
For areas that require a technician or trainer to drive to site, a travel fee applies to all
This is also charged on an hourly
basis. The applicable rate is 50% of the current on-site hourly charge for every
hour taken to complete the return drive to site.
Please note that when travelling to several sites in one service trip, the
total travel costs are split between all clients. We do not charge each and
every client the full travel cost. Every effort is made to ensure that as many
clients are visited on each service trip, thus ensuring the lowest possible fees
per site.
We do travel across all of Queensland and other forms of travel expenses do
incur, such as air travel or hire car. Clients are charged the full cost of the
additional travel expenses; however every effort is made to ensure that the most
economical means is used and expenses are shared across as many sites as
possible per trip.
These terms and
conditions were last updated on Tuesday 5 June 2006.
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