Parties

  1. Fincon Information Technologies (Pty) Ltd hereafter referred to as the “Company”.
  2. The purchaser of the Fincon Accounting software license hereafter referred to as the “Customer”.

Services included with the license

Level 1 Software Support

Telephone and email support

Terms and conditions:

  1. The Company is responsible for providing Customers with support, advice, and consultation on any matter regarding the operation of Fincon Accounting.
  2. The Company is not responsible for the installation and maintenance of any third-party applications.
  3. The Company is not responsible for the setup and maintenance of any computer hardware, such as networks, printers, or computers.
  4. This service does not include any instruction, consultation, or advice on any accounting, tax, or related matters.
  5. This service is only offered during 8am to 5pm, Mondays to Fridays, excluding public holidays.
  6. Customers may make use of the after-hours contact number only in the case of an emergency. The Company reserves the right to defer support to regular working hours if the request is not deemed to be an emergency.
  7. In the case that an appointment was made to speak to a specific support agent, the support agent will wait a maximum of 15 minutes into the appointment for the Customer to make contact. After that period, the appointment is deemed to be cancelled.

Level 2 Software Support

Correcting transaction periods

Terms and conditions:

  1. The Company is only responsible for providing this service if the dates of the transactions captured by the Customer are correct. If the dates are not correct, this service turns into a Level 3 Software Support service, which is subject to an additional charge.
  2. This service is not available via telephone and a support ticket has to be logged by sending a detailed email to support@fincon.co.za.

Assistance with an unsuccessful period-end procedure

Terms and conditions:

  1. The Company is only responsible for providing this service if negligence on the part of the Customer is not the cause of the unsuccessful period-end procedure. If negligence on the part of the Customer is the cause, this service turns into a Level 3 Software Support service, which is subject to an additional charge.
  2. This service is not available via telephone and a support ticket has to be logged by sending a detailed email to support@fincon.co.za.

Correcting stock item numbers and account numbers

Terms and conditions:

  1. The Company is only responsible for providing this service once a month. Any additional requests will trigger a Level 3 Software Support service, which is subject to an additional charge.
  2. This service is not available via telephone and a support ticket has to be logged by sending a detailed email to support@fincon.co.za.

Correcting information in the backend database

Terms and conditions:

  1. The Company is only responsible for providing this service if the need for it is not due to negligence on the part of the Customer. If the need is due to negligence on the part of the Customer, this service turns into a Level 3 Software Support service, which is subject to an additional charge.
  2. This service is not available via telephone and a support ticket has to be logged by sending a detailed email to support@fincon.co.za.

Assistance with migration and implementation

Terms and conditions:

  1. Only the information listed below will be migrated.
  2. The Customer is responsible for completing the necessary templates.
  3. The Customer is responsible for the content of the templates.
  4. The Company is not responsible for inaccurate or incomplete information that is the direct result of information received from the Customer.
  5. This service is not available via telephone and a support ticket has to be logged by sending a detailed email to support@fincon.co.za.
  6. No transaction history of any kind will be migrated.
  7. This service is only available remotely, and not on-site.

Information that can be migrated:

  1. Stock and non-stock items
  2. Stock quantities
  3. Serial numbers
  4. Bills of material
  5. Debtor, creditor and ledger accounts
  6. Debtor, creditor and ledger account balances
  7. Support contract information

Services subject to an additional charge

Level 3 Software Support

Terms and conditions:

  1. The Company will provide these services at an hourly rate as per addendum A.
  2. These services require that a support ticket be logged by sending a detailed email to support@fincon.co.za.
  3. The Company is not responsible for any discrepancies or mistakes made that is the direct result of incorrect information supplied by the Customer.

List of services:

  1. Correcting transaction periods in the event that the dates of the transactions posted by the Customer are incorrect.
  2. Assistance with an unsuccessful period-end procedure that is due to negligence on the part of the Customer.
  3. Correcting stock item numbers and account numbers if the Customer has already used used their quota for the month.
  4. Correcting entries in the backend database if the need arises due to negligence on the part of the Customer.
  5. Requiring a support agent to perform a software upgrade for the Customer.

Training

Terms and conditions:

  1. All training is subject to availability.
  2. All training has to be scheduled by sending an email to elza@fincon.co.za.
  3. All training is limited to a maximum time of 3 hours per day. The charges as set out in addendum A will apply.
  4. The cancellation fees as set out in addendum A will apply.

In-person training

Terms and conditions:

  1. This service is only offered at the offices of the Company.
  2. This service is limited to a maximum of 4 individuals at a time.

Online/telephone training

Terms and conditions:

  1. The Customer is responsible for bearing the costs of the telephone call.

Services not offered under any circumstances

List of services:

  1. Any service that constitutes an illegal or unethical activity
  2. Instruction, advice, or consultation on any accounting, tax, or related matters.
  3. Installation and maintenance of third-party software.
  4. Setup and maintenance of any computer hardware (such as networks, printers, and server computers).

Execution

  1. The Company agrees to the terms and conditions set out above by selling the Customer the software license and accepting payment.
  2. The Customer agrees to the terms and conditions set out above by paying the Company the agreed fee for the software license.

Addendum A

Charges for Level 3 Support Services

All level 3 support services will be charged at an hourly rate of R 880.00 excluding VAT.

Charges for training

In-person training

The following charges will apply for in-person training:

  • 1 person: R 370.00 excluding VAT per hour;
  • 2 people: R 520.00 excluding VAT per hour;
  • 3 people: R 650.00 excluding VAT per hour;
  • 4 people: R 780.00 excluding VAT per hour.

 

Telephone/online training

Telephone/online training will be charged at a rate of R 400.00 excluding VAT per hour.

Cancellation fees for training

The following cancellation fees will apply in the event that the trainee party does not show up and does not communicate their intent to cancel the appointment at least 1 working day prior to the training appointment:

In-person training

  • 1 person: R 555.00 excluding VAT per appointment;
  • 2 people: R 780.00 excluding VAT per appointment;
  • 3 people: R 975.00 excluding VAT per appointment;
  • 4 people: R 1,170.00 excluding VAT per appointment.

Telephone/online training

R 600.00 excluding VAT per hour.