Terms & Conditions

These Terms & Conditions apply to all RouterStack services, including technician dispatch, smart-hands support, retainers, and add-on services. By booking a technician or engaging RouterStack services, you agree to the following terms.

1. Technician Rates

• All rates exclude GST and applicable local taxes.
• Minimum onsite attendance is 2 hours per visit.
• Business hours are 8:30am to 5:30pm local time, Monday to Friday.
• After-hours, weekend, and public holiday multipliers apply to hourly labour rates only.
• Travel time, parking, tolls, and related surcharges are billed separately.
• Standby time, waiting time, or delays caused by site access issues are billable at the standard hourly rate.
• Remote and virtual support may be billed in 15-minute increments.
• Urgent same-day or priority dispatch is subject to availability and may incur additional surcharges.
• Client must provide safe site access, working credentials, and required clearances; delays or denied access are billable.

2. Retainers

• Retainers are billed monthly in advance.
• Included hours apply per calendar month and do not roll over.
• Overage hours are billed at the discounted retainer rate.
• A minimum retainer term may apply (typically 3 or 6 months unless otherwise agreed).
• Retainer hours cover labour only. Add-ons, travel, tooling, consumables, and surcharges are billed separately.
• Retainers may be set per site, per region, or as a national agreement.
• Retainers do not guarantee a specific technician unless agreed in writing.
• Response times under a retainer may be governed by a separate SLA/OLA if applicable.

3. Add-On Services

• Add-ons are billed in addition to technician hourly rates.
• Some services require advance booking due to tooling, test equipment, or clearance requirements.
• Specialist tooling or rental equipment (OTDR, fibre scopes, load testers, lifts, etc.) may incur separate charges.
• Consumables (patch leads, SFPs, fibre crimps, labels, mounting hardware, etc.) may be chargeable depending on scope.
• Emergency callouts may require pre-approval or prepayment.
• Site audits, network documentation, and complex testing may be quoted as fixed-price projects.

4. Travel, Access & Dispatch

• Travel time is billed from the technician's base location or nearest service region.
• If a technician is unable to begin work due to missing access, incorrect contacts, or unavailable client staff, waiting time is billable.
• Dispatch times are best-effort unless governed by a signed SLA.
• Public transport, flights, accommodation, or long-distance travel may require separate approval or upfront payment.

5. Cancellations & Rescheduling

• Cancellations made more than 24 hours before the scheduled start time incur no fee.
• Cancellations made within 24 hours may incur a fee equal to 1 hour of labour.
• Cancellations made within 4 hours of the scheduled start time incur the minimum onsite charge.
• Rescheduling is subject to technician availability and may affect dispatch times.

6. Scope of Work & Limitations

• Technicians perform work based on the agreed scope, work order, or ticket instructions.
• Any work outside the agreed scope may require additional approval, new instructions, or a revised quote.
• Certain tasks may require certified personnel (e.g., electrical work, working at heights, security clearances).
• RouterStack reserves the right to decline work that cannot be safely performed or is outside permitted competencies.
• RouterStack operates under a reasonable-effort model unless governed by a separate SLA or OLA.

7. Billing & Payment

• Invoices are due within 7 days unless otherwise agreed in writing.
• Late or overdue invoices may pause service delivery until payment is received.
• New clients or urgent dispatches may require prepayment.
• Services are billed in the local currency of the region unless otherwise specified.
• Payment details and billing contacts must be provided prior to dispatch.

8. Liability

• RouterStack is not liable for delays caused by site access issues, credential problems, or third-party dependencies.
• RouterStack is not responsible for faults caused by pre-existing hardware issues or client-supplied equipment.
• Clients must ensure safe working conditions and compliance with relevant health and safety standards.
• RouterStack's total liability is limited to the value of the services provided under the specific engagement.

9. Service Availability

• All services depend on technician availability in the relevant region.
• RouterStack may reassign technicians as needed to meet service requirements.
• Certain specialised services may require longer lead times or limited scheduling windows.

10. Amendments

• RouterStack may update these Terms & Conditions from time to time.
• Updated versions will be published at routerstack.net/terms.
• Continued use of RouterStack services constitutes acceptance of the latest terms.