About this Agreement
This agreement describes the support ICE HRM Pty Ltd ("IceHrm", "we" or "us") provides to customers who purchase an IceHrmPro licence and host it on their own servers. It forms part of our Terms of Use.
In this agreement, a "business day" means Monday to Friday, excluding public holidays in Victoria, Australia.
Installation Support
After you purchase IceHrmPro, we will help you by email to complete the installation if you run into any issues.
Before purchasing, we recommend that you install the open source edition of IceHrm on your server and check that it works as expected, including with the mobile application. This lets you resolve any installation issues before you buy. If IceHrm open source works on your server, IceHrmPro will also work on the same hardware and software setup.
We are not responsible for installation issues caused by restrictions in your operating system or by incompatible versions of supporting software, but we will make reasonable efforts to help you install IceHrmPro on your existing setup. If needed, we can also help you install the required software on a server you own and then install IceHrmPro.
Installation support is provided once per purchase and is available for the first 60 days after purchase.
Your Internal Services
You are responsible for setting up and maintaining your own internal services, such as SMTP mail servers and LDAP directory connections. Help with setting up these services is not included, but we can provide it as a paid service at an hourly rate of between USD 40 and USD 70, which we will quote before starting.
Maintenance Support
Bugs
When you report a bug, we will investigate it. If we find it is a general issue with IceHrmPro (rather than one specific to your hardware or software setup), we will make a fix available within 2 weeks.
Customisations
You may request customisations to the software as a paid service. We will consider each request, and whether we can take it on depends on the availability of our team.
Software upgrades
You are responsible for downloading and installing the upgrades we release from time to time. If an upgrade affects an existing feature, we will provide support to resolve the issue.
Service level
We currently offer a basic support level, which includes a response by email within one business day.
Development Support
We provide paid developer support on a case by case basis. To request it, tell us the number of support hours you need and give a brief overview of the work. We will send you an estimate, and support will begin once you accept it.
Third Party Customisations
If you or a third party customise the IceHrmPro code base, you are responsible for upgrading the software without breaking those customisations. We are not responsible for bugs or other issues caused by customisations made by you or a third party.
Your Consumer Rights
Nothing in this agreement excludes, restricts or modifies any right or remedy you have under the Australian Consumer Law or any other law that cannot lawfully be excluded. If you have a question about your support entitlements, please contact us at [email protected].