GENERAL
The following Terms of Service are provided by Netcorp Australia to TELEMATICS CLIENTS ONLY, that are requesting support or warranty for maintenance services by a certified Netcorp technician. This refers to the following services only and excludes out of warranty items:
- Scheduled New Installations (Non Project)
- Warranty service and repairs
- Support, Service & Maintenance
- Onsite Diagnosis of reported issues
SITE SAFETY REQUIREMENTS:
Clients are required to provide a safe working environment for our technicians to perform any on-site work and this includes:
- Sealed Concrete, Bitumen level ground on and around the installation area of the vehicle (not parked on grass, loose gravel or muddy ground)
- Where appropriate, suitable coverage in workshop or covered areas to prevent job rescheduling or travel charges due to extreme weather extremes.
- Installation areas must be free from heavy vehicle activity, heavy machinery movement, roadway traffic or wherever overhead lifting equipment is being operated.
- Flammables, Chemicals and Dangerous goods must not be located in the area that our technicians are working in.
Important: Netcorp will not cancel jobs due to rain or extreme wind, however our technicians will not work in these conditions, therefore providing suitable shelter will prevent unnecessary job cancellation fees.
REQUESTING SERVICE
All requests for service must be processed by:
- Using the portal tracking portal based “Service Request” form that the clients can access in the system portal (https://v3.netcorpgps.com.au/)
- Where option 1 is unavailable, sending an email with the appropriate information listed below to [email protected] – Date/Time of Issue or Required Service DescriptionVehicle Name / ID / Location
- Where Option 1 or 2 is not available or the matter is business critical, by calling our helpdesk on 1300722127 and logging the request with one of our support team
GENERAL VEHICLE HYGIENE & SAFETY:
- Any existing faults or issues found with the vehicle impacting the safe operation of the vehicle will be reported to management immediately before proceeding
- Vehicles must be in an operational state with no serious existing mechanical or electrical faults
- If a fault or issue is deemed to be potentially unsafe this will terminate the installation immediately and incur a cancellation of the scheduled installation
- Vehicles must be presented in a clean and suitable state for the required works to be performed
- Cabin, Dashboard and Seating areas area must be free of any food, drinks, rubbish or dangerous goods
- Vehicles cannot be operated whilst the technician is installing any equipment
- Control of the vehicle must be passed to our technician whilst the installation is being performed.
- Our technician will not work on a vehicle if there are 3rd parties also performing installations that may impact on the safety or warranty of the installation.
- Any existing faults or issues found with the vehicle impacting the safe operation of the vehicle will be reported to management immediately before proceeding
HEAVY VEHICLE SPECIFIC
- Concrete / Tipper Trucks must not be loaded and must be free from debris or potentially loose aggregate or concrete build-up
- Waste Trucks must be thoroughly washed prior and free from any harmful contaminants, waste or dangerous items in consideration of the areas the technicians will be working in
- Where works are required to be performed at height and the client requires the use of working platforms, these must provided by the client as these cannot always be practically transported by our technicians in their service vehicles.
RESPONSE TIME & SLA MATRIX
Service requests will be triaged and responded to by the relevant the Netcorp team, in line with our SLA matrix below. All requests for installations default to a Passive (Low Urgency) request as they are logged as new requests for assets not currently in service. All other service related requests are allocated and scheduled on an adhoc basis as required with their relevant resolution target assigned.
| AFFECTED | URGENCY | RESPONSE TIME | RESOLUTION TARGET |
|---|---|---|---|
| Whole Business | Critical | 15min | 4hr |
| Part Business | High | 2hr | 8hr |
| Single User / Vehicle | Medium | 8hr | 48hr or Scheduled |
| Passive Issue | Low | 24hr | 5days or Scheduled |
Note: The above SLA times are only available to clients currently on a Service Level Agreement, all other appointments are best effort or as scheduled
REMOTE DIAGNOSIS
Where there has been a reported issue with an existing installation, Netcorp’s helpdesk will attempt to contact the client for more information by email if there aren’t enough details provided in the original request by the client. If the helpdesk can remediate the reported issue remotely it will be diagnosed and updated accordingly and the client will be advised by email of the status of the logged request within 48hrs.
WARRANTY TERMS
Unless otherwise stated, all warranty is covered by a 12 Months Return to Base Warranty for Parts and Labour. Warranty does not cover physical damage, tamper of equipment or unauthorised installation of the equipment. Netcorp will not accept claims for compensation, loss of work or re-imbursement of any kind due to a installation or warranty repair being performed. Where a request is made in relation to a warranty claim, Netcorp must be provided with the opportunity to inspect and repair the issue being claimed prior to any 3rd party being engaged to perform any repair works. Warranty claims for service will only be performed during normal business hours,
TRAVEL FOR WARRANTY OR INSTALLATION
Warranty does not cover the cost of travel to a client site where the fault itself is not directly related to the original installation or the original installation was not performed onsite. If the issue can be resolved remotely, or the vehicle is returned to one of our approved installation centres, then no travel charges apply. If a technician is required to travel to and from site, to inspect or diagnose a warranty claim, charges related to the travel and attendance of the onsite visit is chargeable.
APPLICABLE CHARGES
Charges for ad-hoc, out of warranty or service related work are as per the table below. All charges related to installations or project related work are provided to you business during the quotation and sales process and not applicable to this table.
| STANDARD HOURLY BASE CHARGES | RATE |
| Standard Hourly Rate for Onsite Work & Travel Time (Mon – Fri 0600-17:00) | $160/hr (Min 1hr) |
| Onsite Waiting Time for Scheduled Work – (Up to 15min Grace Period^) | $40 per 15min |
| After Hours Hourly Rate (Weekdays + Saturdays) Sundays & Public Holidays are not available | $260/hr (Min 2hr) |
| TRAVEL RELATED CHARGES | |
| Tolls and/or Parking Fees | At Cost |
| Accommodation, Airfares and Travel Expenses for Regional (Non-Metro) Work | At Cost |
| Travel Time for Technicians | $40 per 15min |
| Per KM Rate for Travel Costs (Local and Regional – ATO Indexed) | $0.88c /km |
| CANCELLATION CHARGES | |
| Cancellation FEES apply for Jobs Cancelled by the Customer within 24hrs of Scheduled Site Visit | |
| STANDARD (1-4hr allocation) scheduled service service prior to a technician arrives to site | $150 per vehicle |
| STANDARD (1-4hr allocation) scheduled service service after a technician has arrived to site | $250 per vehicle |
| MAJOR (4hr+ allocation) AT ANY TIME causing a technician’s scheduled work day to be cancelled | $500 per vehicle |
| All charges are exclusive of GST – Updated: 1st July 2025 |
PRIVACY & CONFIDENTIALITY
All warranty services performed by Netcorp are provided under strict confidentiality. Clients must not disclose any details of the work performed — including methods, technologies, or findings — to third parties, including industry competitors, without Netcorp’s prior written consent. This obligation extends to public forums, social media, and any communication that may compromise Netcorp’s commercial interests.
Established in 1999, Netcorp is an Australian owned and operated IT Solutions company, specialising in Managed Services and Vehicle Telematics. Our innovative solutions are designed, developed, manufactured and supported by our team of highly skilled local staff.
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