Maintenance Policy

Effective date: February 1, 2025

  • The duration of tasks will be estimated with updates provided based on a tracker or timesheet report, whichever is applicable.
  • All maintenance or service requests will be evaluated and confirmed prior to the start of any work, when applicable.
  • When submitting a request, please indicate whether it is urgent or non-urgent. Requests without an urgency classification will automatically be deemed non-urgent.
  • Standard Office Hours: Mondays to Fridays, 9:00 AM to 6:00 PM, excluding public holidays and weekends.
  • Standard Rate applies to all non-urgent tasks performed during standard office hours.
  • Standard Rate [Response Time]: Within office hours (response provided within 2 hour) / Outside office hours (Response provided within 24 hours).
  • Urgent Requests / After Office Hours / Public Holidays applies to requests requiring immediate attention, including those made after office hours or on public holidays, will be charged at 2x the standard hourly rate, irrespective of the time of submission.
  • Urgent Requests [Response Time]: Within office hours (Response provided within 1 hour) / Outside office hours (Response provided within 12 hours)
  • All response time are on a best-efforts basis.