Guidelines for Support Service Charge

Thursday, January 21, 2010 | Posted by: Admin

BizBox Inc. has different ways on reaching and helping out clients, i.e. through hotline (phone/online) and onsite supports. All concerns will be accommodated by our Support Team. In connection to this, the guidelines for support service charges are as follows:

1. Hotline Support during Holidays (Legal or Declared), Weekends and After Office Hours
   • Our Hotline Number during Holidays, Weekends and After Office Hours is 0926-653-2235.
   • The Service Charge for Phone and Online Support to the client is Php 300.00 per hour.
2. Onsite Support during Working Days
   • The Standard Service Charge to the client is Php 2,500.00 + VAT per day (discounts may apply but if it exceeds the maximum of 8 hours, there will be no discount). Possible extension of the time will be billed accordingly.
   • The Incidental Cost will be shouldered by the client (please refer to the details below).
   • Request for the extension of Onsite Support should be done with a written notice and signed by the Authorized Representative of the client. It should also be approved by the Bizbox Supervisor and Manager. This request should be submitted one day before the agreed end date of the onsite support.
   • Extension of onsite support during weekdays that is extended till weekends will be considered as weekend's standard service charge rate.
   • If the onsite support in the following areas has an extension of another working day/s:
     1. Metro Manila - The Support Personnel is required to leave the client on weekends and will resume on the agreed extension of the onsite support.
     2. Outside Metro Manila – The Support Personnel has a prerogative to leave the client during weekends; the transportation fee will be shouldered by the client if the said personnel decides to leave, if not, only the room and food of that personnel will be shouldered by the client.
     3. Location with AIRFARE – The Support Personnel will not leave the client during weekends so the room and food for the personnel will be shouldered by the client.
3. Onsite Support during Holidays (Legal or Declared) and Weekends
   • This service is strictly applicable for emergency or urgent cases only.
   • The Standard Service Charge for the onsite support is Php 3,500.00 + VAT per day (maximum of 8 hours and there will be no discount). Possible extension of the time will be billed accordingly.
   • The Incidental Cost will be shouldered by the client (please refer to the details below).

Notes:

1. Details of Incidental Cost:
   1. AIRFARE (Round Trip) – the booking of flight must be done by the client.
   2. Food
   3. Room Accommodation
   4. Transportation and Terminal Fee incurred by the Support Personnel should be reimbursed to the client.
      • The Reimbursable Transportation incurred by the Support Personnel is from house to the client (vice versa and applicable within and outside Metro Manila).
2. Terms of Payment
   1. For onsite support services, the payment will be given to the Support Personnel in cash or check right after the service was rendered.
   2. For hotline support, BizBox will be responsible in collecting the payments from the clients through bank transactions, etc.

***N.B. Price may change without prior notice***

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