Software/Hardware: All software and hardware is sold on a COD basis and is non-returnable once delivered to the customer. The total purchase price of software provides a restricted license to use the software as detailed in the End User License Agreement contained in the software documentation. CA-Plus Inc. provides no guarantee or warranty in regards to the software and reserves the right to charge for all services rendered. The purchase price of hardware includes the manufacturers’ standard warranty from defects. Please refer to the documentation shipped with your hardware for details.
On-Site/Off-Site Services: Implementation, training and other on-site/off-site services are invoiced after each session from a signed Customer Service Report which indicates the customers' full satisfaction with the work that took place. Services are invoiced at the standard rate or as indicated in a formal proposal.
After Hours, Holiday & Weekend Rates: Services performed before 9:00AM local time or after 5:00PM local time are billed at a rate of 1.5 times that of the normal bill rate. Services performed on weekends or during statutory holidays are billed at a rate of 2 times that of the normal bill rate.
On-Site Work: On-site work is billed for a minimum of one (1.0) hour at the standard rate. All other on-site work is measured in increments of thirty minutes, rounded up to the nearest thirty minutes. Once booked, CA-Plus Inc. requires one working day notice of cancellation of a service visit. If notice is not provided, CA-Plus Inc. will invoice the client for one hour at the standard rate.
Off-Site Work: It may be necessary to complete some service work, such as data conversion and initial report building, off-site. If this occurs, a Customer Service Report for this work will be faxed to your attention. Any disagreement with hours for off-site work must be reported within three (3) business days of receipt of the Customer Service Report or they will be held to be correct and the customer will be invoiced accordingly.
Travel: Return travel is charged for each service visit on a flat rate basis by zone, based on the distance to your location from our office.
Telephone Support: Technical telephone support is provided to answer questions and attempt to resolve problems related to the installation of the software and data integrity issues. Procedural telephone assistance is provided to answer questions related to the use of the software and is not a substitute for on-site training. CA-Plus Inc. provides telephone support as follows: A fee is charged based on actual usage and is tracked in 15 minute increments. Time charged will include research and a minimum per-incident fee, based on 15 minute increments. This applies to each call. Telephone Support is offered Monday to Friday, 9:00AM to 5:00PM (Eastern Time) at our standard rate. This service is offered to all clients. CA-Plus Inc. endeavors to return all calls within four (4) hours of receipt of the request from the customer.
Estimated Time: The service hours contained in proposals represent our best estimate of the time required for your implementation, based on existing information and prior experience. However, each implementation has its own unique requirements and therefore actual hours incurred may vary from these estimates. Clients will only be invoiced for actual hours worked.
Credit: New customers are extended a limited credit line for the provision of services. All service invoices are due in full as of the date which they are invoiced. For larger projects, CA-Plus Inc. may require alternate payment terms. CA-Plus Inc. reserves the right to stop the provision of services if a customer account exceeds the credit limit extended or is in arrears.
Taxes: Without a valid and correct tax exemption certificate that is applicable to the product/service's ship-to location, the client is responsible for payment of Goods and Services Tax, applicable Provincial Sales Tax, and all other taxes associated with the order. The client must provide CA-Plus Inc. with a proper and complete exemption certificate/form prior to their acceptance of the order for a certificate/form to be honored.
Limitations: CA-Plus Inc. makes no warranties, either expressed or implied, regarding the operation of software or hardware. CA-Plus Inc. is not responsible for product malfunctions arising from previously unknown or undocumented system conditions or as a result of a unique combination of environmental conditions. In no instance will CA-Plus Inc. be liable for any damages, including lost profits, lost savings, or other incidental or consequential damages, arising from the use or inability to use any consultative advice, training, software or hardware recommended and/or installed. CA-Plus Inc.’s liability for damages arising either directly or indirectly from any errors or omissions caused by CA-Plus Inc. or its designated representatives shall be limited to the aggregate dollar amount paid by the customer for those services, at their discretion.