Bionic Software provides support for all of our products.
Not all users are the same
Some users are very self reliant, regularly consult the excellent manuals that accompany each product and generally are capable of operating with minimal or no support at all.
On the other hand, other users' may become reliant on the telephone to resolve any and every issue that they encounter...... even though the answer may be readily at hand in the accompanying manuals.
Therefore, BIONIC Software believes that the most equitable way to manage these differing needs is to have each user only pay for the support they really need or use.
Professional Charges
Our charges are not fixed for each support item and you will be charged on the basis of time spent by our staff.
Staff charges are calculated on hourly rates and charged for each unit of 6 minutes or part of 6 minutes spent on your support item.
At the end of the month, we will send you a tax invoice for the support that you have used.
Presently, support is charged at $145 per hour ($14.50 per unit).
Any disbursements incurred in relation to your support item will be charged to you. Should it be necessary to engage a professional with expertise not available from Bionic Software, we will disclose to you their fee structure before, or as soon as practicable after, their engagement. Disbursements will be charged to you at cost.
Goods and Services Tax
In addition to our support fees we will charge you an amount representing our liability for the goods and services tax (GST) on those charges and disbursements. Where we have paid GST in connection with any disbursement, you will be charged for that disbursement an amount of GST equivalent to that paid by us.
Billing
Usually Accounts will be rendered monthly. However, where the level of charges and disbursements for the period since the last account is very large or small, we may accelerate or delay rendering our accounts. All accounts should be paid wihin 14 days of receipt.