Monthly Contract Charges
* 20 Tokens (10 Hours) included for the one year contract.
* Hourly Onsite^ Support: Deduction of 2 tokens (Hourly) - Min 1 hour
* Remote & Email/Phone Support: Deduction of 1 token (1/2 hourly)
* Additional Hours used during the Maintenance will be charged accordingly.
1) Types of Services Provided
a) Onsite^ Support: Technical team will go over to customer's workplace to provide the technical support.
b) Remote Support: Technical support will be done remotely through TeamViewer Application.
*Link will be given to the customers to download the application in order for the technical team to access the customers' laptop/desktop remotely.
^Due to Covid'19 Pandemic, onsite support will only be available if remote support is not possible. Onsite support will be allocated on a first-come-first-serve basis.
2) Delivery of Service
a) Express: Our technical team will respond within 4 hours.
b) Next Business Day (NDB) : Our technical team will respond within Next Business Day (9am-5pm).
Opt-in for GIRO PAYMENT after the 1st payment to enjoy further Discounts
*Our sales team will contact you for more information*
Terms and Conditions:
1) The Maintenance service is available to corporate customers/ individual who have a valid Singapore business or company registration number/ Identity Number.
2) The Agreement shall be for a term of Twelve(12) Months ("Commitment Period") effective from the date of this Agreement.
3) The Maintenance Service shall continue after the Agreement period unless an official termination notice is being send by the Customer.
4) Promotional pricing shall only be valid after the Giro Application is approved and during the Agreement period.
Termination of Agreement & Suspension of Service:
1) No termination is allowed during the 12 months Commitment Period.
2) Customer who defaults on payment and is terminated by Prominds during the commitment period will have to pay the amount due for the remaining commitment period at a Non Promotional Price .
3) Customer who have used up the maintenance hours before the contractual period have to pay off the total remaining months subscriptions in full. After the full payment,customer could renew the maintenance service for another 12 months.
4) Prominds may terminate the provision of a Service, or the Agreement by giving Thirty (30) days written notice.
5) Prominds reserves the rights to suspend or terminate this Agreement immediately in the event the Customer fails to follow the stated terms & conditions.
6) Prominds reserve the rights to enter customer premises to recover any goods and to charge such expenses or admin charges incurred.
7) In the event that the customer terminates the service before the expiry of the contractual period, termination fee of 100% of the monthly charges for the remainder months of the servie shall be chargeable to the customer.
8) Customer who wish to terminate after the "Commitment Period" have to inform by giving 30 Days notice by writing.
9) There will no refund or brought forward for any unused hours (if any) after the contractual period.
For the avoidance of doubt, the Maintenance Services do not include the following:
1) Correction of error or defects caused by the modification, revision, variation or alteration of the software not authorized by Prominds.
2) Diagnosis of faults not relating with computer network issues.
3) Training of personnel.
4) Replacement of any hardware parts/ devices.
5) Diagnosis of data & software lost or corrupted due to computer viruses and hardware faults.
6) Additional of new features e.g., relocating of cables, computers & other devices, etc.
7) Diagnosis of software applications other than Windows 98/NT/2000/XP, Microsoft Office, Symantec Anti-Virus and any other software/programs stated in other written document.
8) Installation of new software/ programs unless otherwise stated in writings.