Terms of Service
(Online Platform Contracting)
aka. Managed Services
(Buyers:Providers)
Trident Techs Ltd (Work Platforms) TOS
Abbreviations:
AB: Alberta, Canada
BC: British Columbia, Canada
BUYER:a business (usually in a Managed Services industry) that lists work opportunities, in various regions of the country, on a work platform, offering a payment for services rendered by a Provider, for a client
CLIENT:a business or individual, that requests services to be performed
CO: Counter Offer
EMS: Emergency Medical Services
EOD: End of Day
OOS: Out of Scope
POC: Point of Contact, or a person(s) that have direct involvement with the work or location
PROVIDER: a business or individual, that offers to perform services for a client (either via a BUYER, or PROVIDER)
SK: Saskatchewan, Canada
SOW: Scope of Work, aka. Statement of Work
TOA: Terms of Agreement
TOS: Terms of Service
USD: United States Dollars (currency of all values stated)
YYC: Calgary, Alberta (International Airport) identifier
This ToS (aka. tosoc) may be updated from time to time, without notification
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TEAM VIEWER COMMERCIAL USE FEE:
TeamViewer Commercial purchase required by us.
https://www.teamviewer.com/en/pricing/ $600/yr at the time of this update for basic licence
We are now required to charge a $25 per visit/date, to each WO that requests or uses a TeamViewer session.
This fee will only be added as an expense to a WO AFTER, if it is needed.
Team Viewer algorithms have shutdown our free personal use of their software.
We have now had to purchase an ANNUAL basic Business licence
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PARKING FEES
Calgary International Airport (YYC)
Any location at client site Calgary, AB
Option#1 - Free Parking
When attempting to park at a client WO site, this will be the preferred choice.
Usually only an option when client owns the property
Downtown Calgary, AB
Option#2 - Street Parking
Subject to Availability (may require going to Surface lot)
Multiple visits to parking meters could be required as some only allow a 2 hour maximum
(thus we also run the very real risk of a $40 parking ticket by the City)
Option#3 - Surface Lot Parking
Subject to Availability (may be required to park 4+ blocks from client site)
Calgary, AB private parking lots are among the highest charged rates in N.America (top 5), we avoid these as much as possible, but if using them we typically go with the “All-Day” charge, as it is usually less than the 3 hours rate.
NON Option#4 - Underground Parking
Not an option with an outfitted 7’ height Service Truck
If our CO states “Parking Included” we will not charge this expense separately.
If our CO states “Parking Expense” rate as a flat fee, then we will assume the charges incurred on the visit, even if higher then our CO Parking expense submitted
If SOW states Parking charges to be submitted and will be reimbursed; parking expenses related to this WO post completion of the work, will be reimbursed, per the value on the parking stub(s).
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SHIPPED PARTS/ITEMS:
When items are being shipped to site, we require the courier and tracking #, with confirmation on couriers website of delivery, prior to dispatching to site.
Otherwise please provide a confirmation note on the WO, as “Parts confirmed delivered”
Same day delivery/installs are not recommended as certain couriers have delivery plans stating “By end of day” or US/Canada customs have a tendency of holding items.
Deliveries that state “Guaranteed by 10am, or noon”, are NOT guaranteed and if we are forced to attend before actual delivery, and wait until part delivered billable hours will begin when we arrive, and confirm delivery has not occurred yet.
You must be willing to reschedule the WO if parts are not delivered 2 hours in advance of the scheduled visit. You also agree that you will not reassign the WO to someone else,if the delivery arrives later in the day, and we can not accommodate the OOS date/time change.
Optionally, we can be shipped parts directly ( http://shipping.TridentTechsLtd.com ).
When shipping, you assume all import and duty taxes, as well as providing the Commercial Invoices on boxes for customs inspection.
When parts are shipped directly to us, courier and tracking details are provided, we can pick up, and attend the site knowing we have the parts. You MUST advising us before hand, if you would like to exercise this option.
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CANCELLATION:
If a WO is completely cancelled (not rescheduled) with less than 24 hours notice a $50 fee will be paid out in lieu of the WO completion value, nor may it be reassigned (prior to the WO date/time assigned) without first contacting us.
If a WO is canceled due to a rescheduling request by the Buyer for a completely different time of day (eg. 10am rescheduled for 10pm) and no offer to increase the WO payment value a $50 fee will be paid by the Buyer, in lieu of the WO completion value.
If a WO is canceled due to a rescheduling request by the Buyer and we are unable to accommodate for a similar time of day (eg. 10am rescheduled for 2pm) at the same rate a $30 fee will be paid by the Buyer, in lieu of the WO completion value.
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ENROUTE:
If a ticket happens to receive this phrase (when remembered), it indicates that the tech has already dispatched to site, and is
'on-the-way' to the location. There should be no expectation of tech being able to receive/review updates to a ticket while driving (including a cancellation).
IF the tech needs to be informed of critical or immediate information pertaining to the ticket prior to arrival, you are to make an attempt at phoning our main line.
The driving laws of Alberta forbid the use of mobile devices while in operation of a motor vehicle, and is a ticket-able offence
(only with the exception of accepting a hands-free call). If the call is not answered, leave a message and once the tech observes, and can retrieve the message, they will respond accordingly.
Additionally; cellular coverage is not everywhere in the Canadian Rockies, so there is a possibility there is no signal available to receive the call/message - just something to keep in mind.
Once the tech is driving to a site, the travel fee assigned with the WO is due in full.
There is no cancellation or reduction (full/part) of travel fees expense
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SCOPE OF WORK (aka SOW):
A Buyer must list the SOW in full, the requested work to be performed. This will allow the Provider to Request, or CO an appropriate value to be paid for the stated work. The Buyer may NOT after acceptance, of the Providers Request or CO; be allowed to add, request more, alter the SOW, or wording, without Providers consent, and must allow for the Provider to CO a different value for the change in work requested. (example: Install 3 units for $300. Later changing it to 7 units, for the original $300)
The Buyer will NOT be allowed to forfeit the original contract/payment agreement, if the Provider can only complete the originally agreed upon SOW, or is unable to get the Buyer to agree to an amended contract value in writing, PRIOR to proceeding on the additionally requested SOW. Any time spent after the original scope of work has been completed, or agreed upon allocation of time, shall be considered "Actual Time" while waiting for the Buyer to put in writing the agreed upon extended TOA between parties (covering amended SOW, and compensation), before starting the extended SOW request
Buyers may redact confidential information in the SOW (such as end client name, business name, POC, login credentials) which are non-critical pieces of information to evaluating the time, skills, and tools needed to cover the SOW.
Buyers may NOT conceal critical information that would cause the Provider to fail or not be able to complete the SOW
(Example: "Install a cable run from a Wireless access point to the Main Data Rack", neglecting to mention the cable would be routed along ceiling rafters at a height needing a scissor lift [rental cost being in the hundreds of dollars], and requiring much more time to complete) The fact the Buyer may not know this, does not exempt them, as they should have known this was not a typical ladder height request, by gather better information from the client.
The Buyer is to request a separate Site Survey WO from the Provider to evaluate a better understanding of the location, if this could be the case
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PARTS REQUIRED: (On-Demand)
Should a WO we are servicing require us to provide items and be left onsite,(eg. power supply bar), an approval from the buyer; either in the SOW, or a manual entry in the notes section, will act as confirmation our supplied item will be purchased from us, by the buyer in the form of an expense and be paid out.
If the WO can not be completed as intended by the WO SOW, without us providing parts, and can not get approval/confirmation, then we will complete the SOW as much as possible, and be paid in full (with out penalty). If the Buyer would like for a return visit to ‘make the WO complete’ an additional WO will need to be created for that request.
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TOOLS/EQUIPMENT RENTALS:
It is a rare case that a specialized tool, or piece of equipment is needed to complete a SOW. There are though cases that may require them, and must be stated in the SOW, and whom is responsible for the arrangement, and payment of said items. (Example: A vertical Scissor Lift that goes to a 20' ceiling rafter) Since these special cases can cost many hundreds of dollars to purchase or rent, the Buyer will either cover the ordering, delivery, payment of items, or agree to reimburse the Provider in full+20% the cost expended on acquiring the item(s) required to complete the SOW.
Should this need be discovered, the Provider will notify the Buyer of such need, and make a determination as to next course of action which will be put into writing. Our default here at Trident Techs Ltd, is the Buyer is required to cover all aspects of arranging, scheduling, delivery, and payment of, rental equipment. The Provider is responsible for the safe operation of the equipment while in their control. Note: Some equipment rental companies, will state to park the equipment in a specified location, and provide instructions on where to leave the key, when exiting the site, so the delivery driver (usually Tow Truck company) can find and load for return of equipment to the rental facility. At that point the Equipment Rental company is liable for any occurrences of the rental equipment
The delay of WO due to the above, shall not be held against the Provider, and once the tools/equipment are available, the Provider may continue with the WO (this may be at a future date/time, due to availability)
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MATERIALS PROVIDED/REIMBURSEMENT: (As-Needed)
We will invoice/expense to you the value of materials used to provide the service request of the WO provided.
OUR rates are cost +20% in order to be able to buy stock before arriving onsite, as you would expect a provider do.
Your offer of reimbursement at 20c/ft, is not accepted.
The most common item is CAT5e where we source www.Graybar.com SKU#96077774 @$500USD/1000' box, thus 60c/ft
The same goes for others CAT6 where we source www.Graybar.com SKU# 96096826 @ $732USD/1000' box, thus 88c/ft
If you wish to order, and ship to site that is your choice, these are our rates, for our materials
We also pick up customer orders at the local Anixter depot, if you purchase through them..
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RETURN OF PARTS:
When you request items to be return shipped, and provide a prepaid shipping label, as well as accept the location where work was done, hold package for pick up by courier, we don’t charge, for prepping the item(s).
If you require items repackaged AND delivered to a courier deport by us, we can accommodate that request for $25/trip for normal size boxes like routers. If the item of of considerable size then the rate will be increased, if we need to comeback to the site and load into our service truck, or rent a trailer.
TridentTechsLtd will NOT file any customs papers or fill in customs papers, binding us to anything re the shipment, its contents, declared values, or details otherwise.
If you want items returned shipped, but have not made the appropriate documentation prior to the service date, and require it sent back right away, or do not wish to have item(s) left at customer site, then additional handling charges ($25/day) will be added to the WO, and not be refused,and accumulate until articles are provided and we can unload the package(s), or a date that an authorized email states items can be disposed of, releasing us from return shipment requests.
TridentTechsLtd will not be considered the shipper of products back to you, nor will TridentTechsLtd be the party paying for the shipment.
On the couriers website, create a prepaid shipping label that can be emailed to either the client, or to us, where we will then place on the returning items. If crossing International borders, a commercial invoice (x5) is to be provided.
The shipment will ORIGINATE from your clients business name and address.
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TRAVEL FEE:
As a convenience to simplify pricing, we do not currently charge for travel for sites in Calgary, and Rockyview AB,
this will change if pump prices exceed $1.50/L CAD ( equiv. $5.67/gal USD )
http://travel.TridentTechsLtd.com
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ACCOMMODATION FEE:
When requests for work to be completed for locations; beyond 200 miles, after hours, or overnight, then an accommodation fee will be added to the cost of the work. As seen in the Rate Table ( http://travel.TridentTechsLtd.com ), if the work is quick, and may allow for a same day return trip during daylight hours, this fee may be waived; otherwise it should be expected.
Contact us, if you are not sure of a WO or location, where this may apply.
In the event of a scheduled WO being cancelled, the accommodation location will be contacted and request a cancellation of the booking. If the accommodation location does not reverse all charges, or imposes a cancellation fee, those charges will be payable by the requestor of the WO, and marked as Cancellation fee (Expense) and will be approved for payment
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ARRIVAL TIME:
Provider will make best effort to arrive at WO sites 15 minutes early. In the event of unforeseen, or unavoidable issues (eg.
blizzard, forest fires, train crossings, highway accidents, or avalanche closures; any of which may force a reroute) attending provider will not be subject to fiscal penalty, or platform reputation rating.
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ACTUAL TIME (re: Buyers proposed "Time Required"/"Max Time"/"Actual Time")
The SOW will suggest the amount of time a WO could take. It has been observed on many occasions that a static value amount of time will be posted (lower than required, to hide true time needed)(higher than required to encourage lower bids as the providers think there will be more hours). Though many sites WO's may take an average amount of time to complete, not every site or WO will take the entire "Time Required" and not every site can be completed in the "Max Time". The Buyer will understand accept that SOW will show an estimated time (suggestion), and the work platforms may force Providers to enter a "Max Time". Neither case represents the "actual" real world, site/situation specific) time required to complete a site. Billed times may be more or less than CO "Max Time" bid. The terminology Max Time" is a contradiction to the SOW
When a WO is scheduled prior to the delivery of shipped parts, and the tech is onsite waiting, this is billable time.
When a SOW (indicates, or fails to indicate) a requirement of reviewing documentation that takes more than 5 minutes, or participation in conference calls, or WebEx conference, or extensive telephone conversation (more than 5 minutes), which happens outside (not during) the specified hours of the contract, this is considered as billable time, and subject to the same rate as the actual SOW as it pertains directly to the SOW to be completed. This will be seen as additional time outside the scheduled hours, of the physical work request.
Actual Time: inclusive of all of the above
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ADDITIONAL INFORMATION (post WO completion)
On WO’s that require information from the site in ‘Real-Time’ it will be provided answers/information to everything requested.
Some Buyers provide a Completion / Exit / Approved / Release Code before letting a tech offsite. If said code is provided the Buyer accepts that all information has been provided.
If after the WO site has been completed and exited any requests to return to site or follow up and acquire new information or details not requested originally, will require a new WO subject to additional charged time, parking, travel.
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PAYMENT:
All WO's completed and submitted for approval will be reviewed in a timely fashion (less than 15 calendar days); then either approved for payment or contact us in writing to explain the delay in approval.
All approved WO’s will release funds for payment (in less than 7 calendar days of the approval date).
All WO's that take more than 30 calendar days to make payment from ’submitted for approval’ date, are subject to a 10% ‘Delayed Payment’ expense being added.
NO PAYMENTS are to be made via paper check
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WARRANTY (post WO completion)
TridentTechsLtd will warranty our workmanship for 24 hours, from the time of completion onsite. Once the WO has been signed off, we can not warranty what any staff, cleaners, security, or general public may do to damage, move, or alter the wiring, or equipment after we have left site.
We will offer a complimentary review of the equipment or wiring if it fails within the 24 hour period, post completion (if located in Calgary, or Rockyview, AB; if outside those cities, travel fees will apply just to have us return to site), but if it has been found to have been altered from the exit state of our work completed, we will require a NEW work order to correct that issue (applicable fees will apply eg. materials, travel, parking).
We take photos of sites pre, and post work completed, and use this to evidence our work.
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WINTER SERVICE REQUESTS (November-March):
Inside the Calgary, Rockyview, AB region:
Due to extremely short daylight hours (9a-4p), courier deliveries must be confirmed by couriers website 'delivered state' by 2pm for same day service requests, otherwise service calls may be rescheduled to the day after confirmed delivery (conditional to our availability). This reschedule will not be subject to fiscal penalty, or platform reputation rating.
This is a safety measure as visibility, and extreme cold causing black ice, can rapidly occur once the sun sets.
NON-Calgary, Rockyview, AB locations:
Due to extremely short daylight hours (9a-4p), courier deliveries must be confirmed by couriers website 'delivered state' by no later than the day before the requested service WO date, otherwise service calls will need to be rescheduled. This reschedule will not be subject to fiscal penalty, or platform reputation rating.
This is a safety measure as visibility, and extreme cold causing black ice, can rapidly occur once the sun sets.
Winter travel in a Canadian winter is a risk we control to an extent, that we will not endanger unnecessarily a workers time on the road, locally or over a long distance road trip by asking them to drive at night, or in conditions that could have blizzard, very low visibility, or black ice. This is due to Alberta, Canada being a very spread out province and emergency services are NOT quickly accessible, especially in NON-cellular coverage areas of the province. We are not always servicing dense urban areas, with good EMS response time coverage. Even in urban areas, winter driving has its own inherent safety concerns of drivers not handling their vehicles appropriate to the conditions, and potentially losing control.
If you would like to have a modification or clarification to this ToS for this WO, then please contact us, and any amendments will be documented in print. ( http://tosoc.TridentTechsLtd.com )
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Thank you,
www.TridentTechsLtd.com (Come check us out, 2019 our 6th year FullTime on the platforms)
403.889.6584
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Revision/Updates:
July 15'2018
Added TEAM VIEWER COMMERCIAL USE FEE section
Updated the web URL to access this TOA
Added restriction of paper check in PAYMENT section
Added TRAVEL FEE section
July 21'2018
Added a few abbreviations
July 26'2018
Added the ENROUTE section
Added the ACCOMMODATION section
Updated the RETURN of PARTS section
Added MATERIALS PROVIDED / REIMBURSEMENT section
Updated the URL and wording in SHIPPED PARTS/ITEMS section
Updated title from TOA to TOS
Updated RETURN of PARTS section
May 28'2019
Updated Enroute section
Updated Actual Time section
Update to Accommodation Fee section
Sept 10'2019
Added SCOPE OF WORK section
Added TOOLS/EQUIPMENT RENTALS section