Ad-hoc support services on WiFi, PBX, TV & LAN infrastructure

1. Should the Client require Support by Melita, the Client shall authorise Melita to support his system and provide access thereto. The Client shall be fully responsible to: (i) notify Melita if any changes are required; (ii) ensure that authorised users utilise the system in the manner and for the purposes for which it was intended (iii) ensure that third parties do not gain unauthorised access to the system. The Client understands that the system may be down and unavailable from time to time for maintenance purposes or for reasons beyond Melita’s control.
2. If maintenance or repairs are required due to causes not directly attributable to Melita or the manufacturer, the Client shall be liable to bear all costs related to replacement or repair of the said Equipment.
3. Support is only available for WiFi, PBX, TV & LAN infrastructure installations that have been installed & commissioned by Melita.
4. A Support Request can only be raised through a trouble ticket via a dedicated Melita support email address.
5. Melita’s Support service is solely being provided on a best effort basis with no committed Service Level Agreement or response times at the rates laid down below.
6. Upon successful completion of a Support request, Melita shall invoice the Client on an hourly basis as per below rates:
   1. On-site Support Requests during Normal Working Hours at €60 per hour
   2. On-site Support Requests Outside Normal Working Hours & during Public Holidays at €85 per hour
   3. Remote Support Requests during Normal Working Hours at €45 per hour
   4. Remote Support Requests Outside Normal Working Hours & during Public Holidays at €55 per hour
   5. Melita reserves the right to amend the Support charges following a 30-day electronic notification to the Client.
7. All charges listed are exclusive of VAT