Support - Terms and Conditions

All Support – General Terms & Conditions:

  • All support plans are initially for a 3 month period prepaid and then billing is Month to Month.
  • Support is only provided during standard operating hours. (Mon > Fri, 8:30am > 4:30pm AEST). Support is not provided on weekends,  public Holidays and/or during  Annual Shutdowns.
  • All Support Tickets & Remote Sessions are strictly for the month they are issued and do not accumulate.
  • All services are provided in an online setting, using a combination of video conferencing, screen sharing, account access, and collaboration tools.
  • Remote Sessions can be used for Consultancy, Training, or Identifying Platform Performance & Workflow Improvements.

Additional Terms and Conditions: Recurring Subscriptions & Support Contracts:

  • Support contracts are for an initial term of 3 months after which they can be cancelled with 30 days’ written notice to the General Manager.
  • Support invoices are raised on the 20th of each month with payment required in advance.
  • Rype requires credit card or bank account details to be provided to Pinch Payments via their pre-approval process, with authorisation to debit support amounts as noted.
  • Support Tickets are available for all Minor Investigation & Remediation work on your platform and are capped at 30 minutes. This ensures that any major issue beyond the ticket allowance’s scope can be identified, raised for discussion, and executed separately via an appropriate cost/time estimate.
  • The Rype Group reserves the right to amend monthly support after the initial contract period to reflect client usage.l
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