Contents · 2015. 2. 12. · Business Intelligence Solution –BI360, the ultimate Excel-based...

© Olympic Software NZ Ltd 2015 Page 1 February 2015

Contents

Section 1 – Introduction 2

1.1 About Olympic 2

1.2 Our Services 3

1.3 Our Partnerships 4

1.4 Digital Exchange 4

Section 2 - Support Desk 5

2.1 Request Support 5

2.2 The Support Process 6

2.3 Support Recommendations and Information 9

2.4 Monitor a Client Request 10

2.5 About Remote Support 12

Section 3 – About OlympicCare 16

3.1 OlympicCare Online Portal 16

3.2 About OlympicCare Consulting Services 23

3.2.1 OlympicCare Consulting Programmes 23

Section 4 – Ad Hoc Services 25

4.1 About Ad Hoc Services 25

4.2 After Hours Service 29

4.3 On Call Services 30

4.4 Travel Policy 31


Section 1 – Introduction

1.1 About Olympic

Helping our clients succeed in a digitally connected world via proven software

platforms.

We are an Australasian software engineering business with progressive ideas and talented people

headquartered in Auckland. We have 4 office locations (Auckland, Sydney, Wellington and

Christchurch) and 75 staff. We punch well above our weight in the software industry having produced

valuable solutions to very successful New Zealand and Australian businesses and Governmental

agencies for more than 25 years.

We offer a number of solutions to fit your business needs. We have engineered many of them

ourselves as well as partnering with a small number of internationally renowned software vendors to

offer you the best software platforms available on the market today.

At Olympic, helping our clients to be successful, to reach their goals, is our number one purpose.

That’s when we’re at our best, co-creating solutions that work, with our customers.

This business philosophy has led us to work with some of New Zealand and Australia's leading

businesses and government departments; Woolworths Australia, Countdown, ACC, Ministry of

Education, Ministry for Primary Industries, Brother NZ Ltd, Te Puni Kokiri, Big Save Furniture, J Swap

Contractors, Burger King, Tatua Dairy Company, Atlas Concrete and more.

We focus on engineering solutions to help your business get digital and connected; a highly scalable

and customisable ecommerce platform - Trader; a timesheet and activity management solution - Go; a

proven integration solution - AXE; and a digital data exchange platform - DX2.

From our software partners we offer; Microsoft Dynamics GP, Dynamics CRM, and Office 365, Ariba

Business Commerce, and business intelligence software BI360 and BOARD.

We know that there are an overwhelming number of software options available but we understand

the strategic value of software; software that gives you a competitive advantage. As a business

manager you know your business best, and as IT specialists, we know the technology to align with

your strategic goals.

We are a Gold Certified Microsoft Partner in ERP and Application Development.

The Digital Opportunity

Our mission is to help our clients succeed in a digitally connected world via proven software

platforms.

We help our clients to continually evolve in their use of technology, to seek innovation and ways to

become more digital and connected.

Why is this so important? We know that when a business is digital and connected it is accessing real

efficiency in its internal processes and for its customers. It is at the forefront of technology evolution

and innovation in IT.

We call this the digital opportunity. Let us help you take advantage of it.


1.2 Our Services

Externally engineered solutions customised for your business:

Business Intelligence Solution –BI360, the ultimate Excel-based business intelligence suite for

budgeting and reporting.

Business Intelligence/Corporate Performance Management Solution –BOARD, analytics,

business intelligence and corporate performance management; all in one.

Cloud Productivity Tools – with Microsoft Office 365; realise the potential of everyday tools such

as Microsoft Exchange (email), Excel and Word in the cloud.

Customer Relationship Management – Microsoft Dynamics CRM allows you to expose customer

data to your whole team in order to truly engage with your customers.

ERP/Financial Information Management – with Microsoft Dynamics GP and Infor; make sure your

operating information is working for you.

Procurement and Contracts Management– with Ariba Better Commerce Solutions - increased

control of spend, procurement and contracts management for larger companies.

Olympic Software engineered solutions:

Activity Management, Time Recording and Job Tracking – With Go, time, expenses and

activities are tracked against a project or job. Go! ensures that time is accounted for and billed

correctly.

Custom Software Engineering - achieve your unique business goals using our team of talented

software engineers.

Document Processor – Make the approval process of your purchase orders and invoices simple

with Document Processor/Approval.

Ecommerce solutions – customised ecommerce and mobile commerce solutions for your business

to boost your online presence. Trader lets you link your website to your ERP system, saving you

time and money.

Digital Data Exchange – DX2 allows you to exchange any digital data with your customers and

suppliers

Systems Integration - AXE ensures that your existing systems are talking to each other,

eliminating the inefficiencies that come with data-entry and process repetition

Workflow and Business Process Improvement - iPath Workflow maximises business efficiency by

modelling and automating business processes.


1.3 Our Partnerships

Olympic’s most important supplier partnership is with Microsoft. The unique reach-

extending capability we offer is built on their technology, and our further four partners

(Ariba, Solver, BOARD and Infor) also build their solutions to work with the Microsoft stack.

Our main ERP offering comes straight from Microsoft in Dynamics GP, and a strong focus

of our Software Engineering team is to build extension technologies, that extend and

connect businesses that use Microsoft Dynamics.

Having partnerships with Infor, Ariba, BOARD and Solver means we are able to provide a

complete and independent set of options, as per the unique needs of each client.

We are a Gold Microsoft Partner in ERP and Application Development; and Silver in

Collaboration and Content. We are also a Microsoft Cloud Accelerate Partner.

1.4 Digital Exchange

Whether you need to host a basic two-page or a full ecommerce site, or you need business

to business communications, then Digital Exchange is focussed on ensuring your business

systems operate at optimal efficiency.

Digital Exchange (a subsidiary of Olympic), uses a shared infrastructure and network

together with effective use of Microsoft's licensing, to offer fully hosted solutions at a

competitive price.

The infrastructure and the network is carefully designed and managed so that your data is

highly secure.

If you’d like to find out more information about the services Digital Exchange can provide,

then please email: [email protected].

mailto:[email protected]


Section 2 - Support Desk

2.1 Request Support

You can submit a client request to get

assistance whenever you have a

question about your application, or

when something that was previously

working in your application,

unexpectedly stops working.

Please consider the following

checklists before contacting us; this

may save you time and money:

Consult manuals and/or product documentation (e.g. Microsoft CustomerSource)

Complete regular staff training, or refer the issue to someone within your organisation

who has been trained

Confirm you have authorisation to contact the Support Desk, as the time will be

chargeable

If you still require support, please have the following information ready:

1. Your name, organisation name and department.

2. Your telephone number and extension.

3. Your site location.

4. The environment in which the problem is occurring, including product name and

version, type of hardware and operating environment.

5. An example of the exact error message (with screen shots if applicable)

6. Description of what was being done and any steps before your issue occurred.

7. If and how you attempted to resolve your issue.

8. The urgency to resolve your issue.

Support hours & methods:

Monday to Friday 8.30am – 5.00pm

Email: [email protected]

Phone: 0800 938 226

Via your client portal: www.olympiccare.net.nz


http://www.olympiccare.net.nz/


2.2 The Support Process

1. Once your client request is received, it will be assigned a priority based on the

following:

Priority Priority Definition

Critical You are unable to use the application system and there are no

workarounds. This does not apply where environmental

parameters have changed.

Urgent You are unable to use a function of the system and there are no

workarounds. Your business is being affected.

Routine You cannot use a function but it is not mission critical.

Workarounds may exist and your business is not immediately

affected.

General

Query

Information is required regarding some aspect of the system.

2. Your request will be assigned to an available consultant by our Support Desk

Consultant

3. You as well as anyone included in the ‘To’ field of you original email requesting

support, will receive an email to confirm your request has been assigned, what

priority has been assigned and which consultant it has been assigned to.

Within the email there is a link, which if clicked on will enable you to access your

client portal (see above section for more information) to review the status of your

request and add comments if you choose.


4. Depending on the priority assigned, you can expect to receive a response and any

required updates based on the following schedule:

Priority Initial Response Updates

1 – Critical One business working hour Every two business

working hours

2 – Urgent Four business working

hours

Every eight business

working hours

3 - Routine Eight business working

hours

Every week

4 - General Query Sixteen business working

hours

Every month

5. The assigned consultant will acknowledge your request by stamping your client

request as Acknowledged in your client portal.

You and anyone who is included in the ‘To:’ field of your original email requesting

support, will receive an email to confirm your request has been acknowledged,

including any comments or questions that the assigned consultant may wish to raise

with you.


The consultant will confirm when they will be available to resolve your issue, based on

the priority assigned.


2.3 Support Recommendations and Information

We don’t recommend that you contact a consultant or developer directly with your client

request, as the time required to log the request in your Client Portal and obtain resource (if

applicable) will be chargeable. Additionally, if our consultants or developers are contacted

directly, the response may take longer as they may be unavailable or on leave.

By contacting our Support Desk, the time taken to log your request in your Client Portal will

not be charged. If you like, you can request a specific consultant at the time of submitting

your request, and we will make our best efforts to provide that consultant for you if they are

available. Your request will always be responded to quickly because our Support Desk

Consultant manages the Support Desk closely to ensure your request is actioned.

Letting us know how urgent your request is will enable us to ensure we attend to your

request in an appropriate timeframe.

All consulting time spent on your client request will be chargeable in blocks of 15 minutes. It

is assumed that the first two hours of time is preapproved.

In general, any time taken in the analysis/investigation, correction/development and testing

that is required to resolve your issue is chargeable.

Any lapse of payment of Annual Maintenance Fees will create ordering issues with suppliers

(e.g. Microsoft) if you need additional users or more modules.

We recommend that a testing environment be used to test all new versions, upgrades and

software changes before implementing in a live environment to reduce the risk of adversely

affecting your business, as well as to reduce the risk of unforeseen costs in the future.

In cases where a newer version of software is available and you are experiencing issues with

an older version, we may need you to upgrade to the latest version on the relevant platform

before a fix can be issued.

Issue resolution times may be longer for platforms other than Windows. Likewise for systems

operating in virtual environments. If there is a patch available we will attempt to get it to you

as soon as possible, otherwise we will give you an estimate for the time expected to resolve

the issue. Any instances requiring a bug/patch fix would then be co-ordinated with the

supplier and a solution will be advised accordingly.

If you feel your client request has not received adequate attention, then please contact:

Maria Kilden

Support Desk Consultant

Phone: 0800 938 226

Email: [email protected]

http://www.exchange.co.nz/


2.4 Monitor a Client Request

You can monitor the status of your support requests in your OlympicCare Client Portal, click

the link provided in the email we send you.

Please note: You will need to login to OlympicCare using your email address and

password.

Your client request will display in your Client Portal, showing assigned priorities and stamps

to indicate its status.

If you would like to provide any feedback to us, please either:

Click the Add Comment link


Or, click the ‘Rubber Stamp’ option.

When you click the Rubber Stamp option a selection of stamps will appear, select the

appropriate stamp and type a comment in the box provided, then click Save.

If you have either added a comment using the Add Comment link, or used the Rubber Stamp

option, an email will be sent to your consultant and the Olympic Support Desk, and you will

receive a response within the timeline associated with the priority assigned to your issue.

To view any future client requests submitted to your Client Portal, click on the RSS

Feed button on your Client Portal home page.

The RSS Feed option will enable you to arrange for Client Portal notifications to be delivered

to the designated folder in your Inbox.


2.5 About Remote Support

We are pleased to be able to support you and your and team remotely using a choice of

software. Remote support means that your staff can see everything we’re doing. It’s great

for training, end user support and the ability for your IT team to see what we’re doing on

your server.

In order for us to work efficiently with you, we have selected the following five preferred

methods of remote support.

Microsoft Lync

Go-To-Assist

Microsoft Remote Desktop

Microsoft PPTP or L2TP VPN

Citrix Xen App

There are many other methods available but we have chosen these few because they are

simple, flexible and cater for the majority of businesses.

If you would like to setup your remote support needs prior to needing support which could

potentially save you time and money then please visit the following page on our website:

http://www.olympic.co.nz/landing-pages/setting-up-your-remote-support-needs-with-

olympic.aspx

2.5.1 Microsoft Lync

Connecting with Olympic using Lync 2010 is as easy as a click (or three) away. This is most

suited for end-user support.

We will either send you a URL link via an email, or ask you to browse to

https://meet.olympic.co.nz/meetingID (the meeting ID will be provided by your Olympic

support consultant).

Calendar requests will typically be used for scheduled webinars (web-based seminars) and

meetings rather than support sessions.

To join the meeting:

1. Click on the link in the email.

2. When you see the screen below, click Join the meeting using your web browser.

http://www.olympic.co.nz/landing-pages/setting-up-your-remote-support-needs-with-olympic.aspx

http://www.olympic.co.nz/landing-pages/setting-up-your-remote-support-needs-with-olympic.aspx

http://www.olympic.co.nz/


This is the preferred and easiest method. It downloads a Silverlight component

(similar to Adobe’s Flash) that runs within the browser, and the Lync Web App Plug-

in. If you already have Silverlight installed, admin rights will not be required. If you

don’t already have Silverlight installed, you will be prompted to install and you may

require admin rights. Both the Silverlight and the Lync Web App Plug in will be

permanently installed but have a very small foot print.

The alternative option is to click Download and install Lync Attendee. This installs an

application on your computer which will need to be manually removed when no

longer required, and may require Administrative Authority.

3. When prompted, please select the option to Join as a Guest, type your name in the

box and click Join Meeting.

4. When you see the Join Meeting screen, click OK.

5. We will see that you have joined the meeting, and we will invite you to share your

desktop with us. Please click Share/Desktop, as shown below.


6. In order to let your Olympic Consultant have control to move around your screen,

please click Give Control and select their name.

7. When you have finished the meeting, please click the close meeting button in the

Lync Window.


2.5.2 Other Remote Support Options

Go-To-Assist

Go-To-Assist utilises session based permissions, i.e. you will be required to grant us permission (at

the time support is required) to access your computer. Once the session has been terminated we

cannot re-connect to your computer again until you provide permission. Go-To-Assist is secure

and uses very strong encryption to ensure that any data transmitted between you and our

support person is not visible to ‘prying eyes’.

Best suited for: End User Support.

Microsoft Remote Desktop

For those organisations that have Remote Desktop, then we are able to utilise this tool.

We will need a username and password1 that has permission to access your network.

If your IT support has tweaked Remote Desktop to use a non-standard port, we will need to know

about this in order to be able to connect.

Remote Desktop will allow us to access your systems at any time, but your users will not be able

to see what we are doing – Remote Desktop locks the screen when we connect.

A more advanced implementation of Remote Desktop uses the Microsoft Remote Desktop

Gateway. We are able to utilise this type of implementation as well.

Could be used for End User Support but User may not be able to see what we are doing.

Best suited for: Server Support.

Microsoft PPTP or L2TP VPN

This is often used in conjunction with Microsoft Remote Desktop, and allows us to securely

connect to your network before starting a Remote Desktop session. A PPTP VPN also allows us to

access other services on your network such as connecting to your SQL server.

In order to connect to your network using a Microsoft PPTP connection, we will need a username

and password2 that has permission to access your network.

Best suited for: Server Support (Could be used for End User support but users probably won’t

have visibility of what we are doing)

Citrix Xen App

Citrix is used around the world by many organisation including banks and medical organisations

that require flexible but very secure access to applications. Many of our customers already have

Citrix Xen App servers (Presentation Server) whereby they are able to publish a remote desktop or

application for external access. This works in a very similar way to Microsoft Remote Desktop, so

will need a username and password that has permission to access your network.

Best suited for: Server Support (Could be used for End User support if configured to allow this)

1 Any usernames and passwords we require will be stored securely within our Services database.


Section 3 – About OlympicCare

OlympicCare is the term we use for how we engage with our customers. OlympicCare consists

of:

an online client portal so you can view all your interactions with us in one place,

prepaid consultation hours that are offered at a discounted rates,

and if you choose; tailored consulting programmes which allows you to take a

proactive and strategic view of your technology.

3.1 OlympicCare Online Portal

OlympicCare is Olympic Software’s online client portal - where you'll find all our interactions with you

in one place.

OlympicCare Online provides you with a secure, transparent and efficient communication channel,

which has a number of additional benefits:

1. OlympicCare Client Portal is your primary communication tool - used during the delivery of

support and consulting services.

2. Access to your support log – view and log support calls

3. Video training clips, tips and information – Whenever possible we’ll provide you with tips and

advice to utilise your systems better, and information on upcoming Olympic events and training

days.


Login or Register

Go to www.olympiccare.net.nz and either login if you already know your user details or enter

your email address under ‘Register Here’ and click the ‘Sign me up’ button.

Once you are registered, we will send you an email to confirm your registration. Click on the link

provided in the email to access the OlympicCare Online welcome page and complete the following:

Enter your ‘Email address and ‘Password’ in the fields provided.

We recommend you click the ‘remember me next time’ checkbox, so you don’t have to log on

again in the future.



Your Home Page

Once logged into OlympicCare Online, you will be presented with the OlympicCare Online home

page.

On your home page you’ll find:

Support Log - Your current and past support requests.

Links in the right hand column:

Enter Your Client Portal – view details on your current support

calls, approve support calls or communicate with an Olympic

staff member.

Log a Support Call – opens an email for you to email the

support desk directly.

View Registered Users – check who from your company is

registered for OlympicCare online.

Read Articles & Blog – find lots of useful tips and information

for your solution

See Upcoming Events – User training days and roadshow

events.

Media Box – the latest Olympic and industry videos to

keep you informed


To Edit Your Profile

If you wish to add or update any of your details, or upload your profile photo, follow these steps:

1. Click ‘Edit Profile’.

2. The following profile screen will display.

3. Click ‘Edit’ if you wish to make any changes.

4. Enter the changes you require in the appropriate fields provided.

5. Click ‘Browse’ to select a photo to display.

6. Click ‘Update’ when you have finished making your updates.


Your Client Portal

Your OlympicCare Client Portal is your primary communication tool - used during the delivery of

support and consulting services. You’ll also find other information about news and events.

You can get to your Client Portal by clicking the ‘Enter Your Client Portal’ in the right hand group of

links on your OlympicCare homepage.

When you first access your Client Portal, it will look something like this:

1. Type keywords in the search box to easily locate the information you’re looking for.

2. Click the RSS icon to subscribe to this page. If any changes are made you’ll be notified by

email.

3. Check the tick boxes to easily select/deselect the type of posts you are interested in viewing

Your Client Portal is populated by emails submitted. If you want to add a post, it’s easy, email

[email protected] and we will add your post to your Client Portal.

Once you have content in your Client Portal, you can use the search box to type in keywords to locate

the posts of most interest to you.

To open a post to review its history, click on either the blue Filter Type or blue Subject link.

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If you would like to comment on a particular post, click either Add Comment or Rubber Stamp.

Click: E.g.

Add Comment

Rubber Stamp

To link this post to another post that is about the same topic, click Add a related item.

The screen below will appear where you can click on the post you wish to link to. Select the required

‘Link Type’, enter any comments you may have and click Save.


To return to OlympicCare home or your Client Portal home

1. To return to your OlympicCare site click the OlympicCare link in the upper group of

navigation links.

2. To return to your Client Portal homepage, click the Client Portal Home link in the lower

group of navigation links.

1.

2.


3.2 About OlympicCare Consulting Services

Olympic understands achieving business success with IT isn't just about clever software.

Even out-of-the-box software needs to be configured if you want it to properly meet your

business needs.

We also understand that some IT related business issues simply require a tweak in business

process or infrastructure design to maximise technology leverage - no new software

required!

The term ‘consulting services’ covers all engagements between our consultants and may

include the installation and implementation of new systems and or new software, the

development of new software, new process creation etc. and any on-going customisation

required in the future.

Our team of specialist business consultants is trained in the PRINCE2 framework, which is

an internationally-proven project management methodology. It is our goal to use these

principles for every project we undertake so that we can deliver solutions with a high level

of consistency and a low level of risk.

We can help you identify and implement your business system improvements, and we are

committed to ensuring that we understand your requirements and business issues before

we start any analysis or development work. Only then, will we work with you to design the

right solution for your business needs.

Post implementation we seek to proactively work with you in your forward planning

through OlympicCare Consulting Programmes which are tailored to your business needs.

This ensures all consulting activities can be appropriately scheduled and resourced on an

on-going basis.

3.2.1 OlympicCare Consulting Programmes

These are comprehensive site management programmes which can cover consulting and

support services. They are designed to maximise the investment you’ve made in your

business solutions.

Benefits of purchasing an OlympicCare Consulting Programme:

Allows you to apply a proactive “thought process” to your IT requirements.

Gives you time to focus on strategic issues.

Offers you continuity in contact and site management.

Enables you to budget for consulting on an annual basis instead of ad hoc.

https://meet.olympic.co.nz/meetingID


Maximises the business benefits you get from your solution by improving how you

use it.

Helps you to plan for IT requirements and resourcing.

Offers you flexible options to suit your individual requirements.

Creates maximum value from your consultant’s time.

Gives you a significant discount on consulting rates.

Entitles you to priority resource scheduling, based on package level.

The content of each programme is tailored to your needs and is reviewed annually. Typically

these programmes are invoiced on a prepaid basis saving you time by eliminating multiple

invoices with one upfront package. However payment terms can be negotiated to align to

the delivery of the services.


Section 4 – Ad Hoc Services

4.1 About Ad Hoc Services

OlympicCare Consulting Programmes are not always suitable for every situation so we also

offer what we call ‘Ad Hoc Services’ which are charged on a Time & Material basis. Payment

terms for Ad Hoc Services will normally be on the 20th of the month following our invoice

date.

Ad Hoc Services can also be useful where additional work outside an OlympicCare Consulting

Programme is required and in these situations work will again be charged on a Time &

Materials basis.

Ad Hoc Services can also be can be provided on a prepaid basis - OlympicCare Services.

OlymicCare Services are purchased in blocks of 5 days on an increasing discount scale up to

20 days with payment required in full before work commences. OlympicCare Services are only

offered after the initial implementation is complete and the site has been passed over to

support.

Depending on the nature of your request, you can engage our services via one of our

consultants, via a formal proposal, a telephone call or an email to our Support Desk.

We will email your CCS (Confirmation of Consulting Services) form to document your

requirements and the expected cost of your required services, to your Client Portal. We

require you to approve the agreement before work will proceed.

You can do this by going to your Client Portal and stamping the CCS as approved and

adding a Purchase Order number if required.

Alternatively, you can send it back by either fax (09 357 0033) or by email to

[email protected].

Once a CCS has been raised and loaded in your Client Portal you will receive an email, similar

to below, advising this has been done.

To access your Client Portal, please click on the link shown in the email.

http://www.olympiccare.net.nz/


Please note: If you haven’t clicked ‘remember me next time’ on the Welcome to OlympicCare

page, the Welcome to OlympicCare page will appear where you can enter your Email Address

and Password.

The details of the CCS will display as an attachment, and if clicked, can be downloaded.

Click on the PDF attachment (positioned under Downloads) to open and view your actual CCS

details


Your CCS will look similar to below:


To confirm you agree with the details and estimated charges, the process is as follows:

1. Click Rubber Stamp in the top right hand corner.

The Add Stamp screen will display:

2. Click the Approved stamp.

3. Update the Comment: field with your PO# (if applicable) and/or any other comments.

4. Click Save.

An email will be sent to the consultant who sent you the CCS, and your Client Portal will be

updated to show the latest status:

Your work will be scheduled and actioned in the agreed timeframe, and we will provide

regular progress reports until the work is complete.

In the event that there are any changes necessary to the original scope, or any difficulties

encountered which may affect the overall costs, we will advise you of any such changes and

seek your approval to continue (by way of a further CCS) before we proceed with any

additional work.

Other than the usual means of communication, we will keep your Qwikir updated with status

updates. The comments field in your Qwikir can be used by you to ask questions and also by

us to respond to your questions and provide updates on the overall progress of the work.

Every time the comments field is updated, or your work request is stamped, an email will be

sent to you to keep you informed of the latest information.


4.2 After Hours Service

Should you require the services of one of our consultants after hours, we can provide you

with after-hours services.

These services may be requested by you if you have mission critical applications or services

that cannot have ‘down time’ during normal business hours.

After hours work is any requirement you have for our services outside the normal business

hours of Monday to Friday 8.30am to 5pm, or anytime on Saturday, Sunday or public

holidays.

Weekend work starts from 5pm Friday and finishes at 8.30am on Monday.

Our standard policy is:

1. Any on site or on call work requested after hours must be pre-booked at least three

working days in advance.

2. There is a three hour minimum charge imposed for on call or on site work during

the weekend.

3. No minimum is imposed after hours Monday to Thursday.

4. The charge for after-hours work will be double normal rate, otherwise normal rate

plus 50% will apply if booked ten working days or more in advance.

Exceptions:

We recognise there will be some exceptions to the above after hours charging policy. We are

happy to discuss and negotiate special rates with you in special circumstances. At all times, if

after hours rates are to be charged, they will be discussed and agreed upon with you before

any charges are incurred.


4.3 On Call Services

‘On call’ relates to situations where you request one of our consultants to be available to

provide assistance by telephone, by email or other online means, for periods of time when

you require ‘peace of mind’ cover at crucial times during your processing cycles.

The consultant will generally be off site, and could be on call at any time of the day or night.

Our standard policy is:

1. All on call time is charged at the normal rates while the consultant is off site.

2. After 5pm Friday until 8.30am Monday and on Public Holidays, a three hour

minimum charge applies. After 5pm Monday to Thursday, there is no minimum

charge.

3. The time booked must be a continuous block of time in a 24 hour period. For

example: from 2pm to 5pm (not 2pm to 3pm and then 4pm to 6pm). This rule

applies to weekends, public holidays and after hours on week nights.

4. Any on call work required must be pre-booked at least three working days in

advance.

5. If it is necessary for a consultant to go on site during a period of time that they are

on call, the time spent on site and the associated travel time will be charged

according to your agreement with us.


4.4 Travel Policy

Travel charges relate to the costs associated with getting a consultant from our site to yours

to provide services. Travel charges cover two different policies:

1. Travel within the metropolitan area

2. Travel outside of the metropolitan area

1. For travel within the metropolitan area (to a site within 30kms from the CBD of Auckland,

Wellington or Christchurch):

Travel time will be charged at either the normal or after hours rate, depending on

the time of day. In the case of Monday to Friday work, after hours rates will not be

charged unless approval has been obtained from you that defines the entire period

of work on site as being after hours.

The time charged will be the time it takes to travel from our office, to your site, and

back. Should a consultant travel directly from their home to your site, then the time

charged will be the shorter travel time between either their home, or our office, and

your site.

If an after-hours call out occurs, the time charged will be from the consultant’s

home to your site, and back.

Please note, travel time is not included in service estimates, but a provision for travel

costs may be included if requested.

2. For travel outside the metropolitan areas (including travel to other towns or sites within or

outside New Zealand):

Travel time will be charged at 50% of the normal rate, or 50% of the after-hours rate

if weekend work. (Weekend work starts from 5pm Friday and finishes at 8.30am on

Monday).

In the case of Monday to Friday work, the after-hours rates will not be charged

unless approval has been obtained from you that defines the entire period of work

on site as being after hours.

Travel costs for fuel will be charged if the consultant drives their vehicle directly to

your site. The recharge will use IRD approved rates.

Accommodation, taxi fares and incidental costs for parking will be charged unless

alternative arrangements are negotiated with you. In this case, any recharges would

be made at cost or at an agreed per diem rate.

Please note, travel time is not included in service estimates, but a provision for travel

costs may be included if requested.

Date post:	06-Oct-2020
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