Work Agreement
- If a client contacts Choc Chip Digital (CCD) with a digital issue that needs resolving, CCD will seek to understand the nature and cause of the issue. If CCD understands the cause of the issue without investigation, and can fix this issue in under 15 min, CCD will reserve the right to offer the completion of this work for free, as an act of good faith[1]. If CCD does not understand the nature or cause of the issue, with the client’s permission CCD will investigate the issue at an Investigation Fee of $70 + gst per 30mins.
- If CCD discovers the issue, identifying this issue as being caused by CCD’s internal actions[2] within the last 30 days, CCD will fix the issue free of charge and will not charge the Investigation Fee ($70 + gst per 30 minutes).
- If CCD identifies that the issue was caused by external factors[3] CCD will then contact the client with a quote for fixing the issue, along with an expected timeframe for when the issue will be resolved. This quote will include the Investigation Fee as a line item.
- If the quote is agreed upon by both parties CCD will fix the issue within the expected timeframe and send an invoice for the work upon completion. Note that the invoice will be payable upon receipt. If the quote to fix the issue is not accepted by the client CCD will only send the invoice for the Investigation Fee which is payable upon receipt.
[1] Choc Chip Digital will provide 1 free 15-minute website issue fix per two months. Additional issues following the fulfillment of this quota will follow the Standard Work Agreement.
[2] An internal action are limited to Choc Chip Digital changing the clients website hosting environment, changing the website, updating site plugins or changing clients email configurations.
[3] External factors include, but are not limited to, changes/updates to client’s browsers, actions of the client effecting the website, client breaking site by updating website, client or external third party DNS changes, changes being made to client’s hosting platform managed by third party business, changes to external services and/or API’0 not under choc chip digital management, client’s changing hosting environment managed by choc chip digital.
