PriorITel Terms and Conditions

PriorITel Coverage

The specific equipment coverage and benefits of your PriorITel Contract will be listed in the Coverage Benefits and Equipment Schedule of your PriorITel maintenance contract.

Complimentary Services

Your allocation of complimentary services will be detailed in your PriorITel Agreement.

Outline of Cover

Evotec will provide a three (3) hour response between the hours of 8:30am and 5:30pm Monday to Friday, excluding public holidays, for any total system failure or main operator console failure causing severe disruption to the operation of the system.

Evotec will provide Next Business Day response between the hours of 8:30am and 5:30pm Monday to Friday, excluding public holidays, for all other faults as deemed non-urgent after liaison between the two agreeing parties.

Please note that this contract does not cover any system programming services beyond those covered by your allocated PriorITel Complimentary Services – your nominated quantity of complimentary remote changes is indicated in your PriorITel Agreement under the section, Complimentary Services.

When parts are temporarily replaced for the purpose of repair, loan parts remain the property of Evotec, except where the Contractee owns the spares that are used. Upon return of repaired/replaced part the loan equipment will be swapped over. Parts that are permanently replaced are the property of the Contractee.

The Contractee acknowledges that Evotec, in providing services under this PriorITel agreement, cannot guarantee uninterrupted or error-free operation of equipment while services are in progress.

Contract Period

PriorITel maintenance contracts commence on midnight of the date of signing and will continue for the duration of the contract as long as the quarterly payments are maintained or the contract is terminated by either party.

Hours of Coverage

8:30am to 5:30pm, Monday to Friday, excluding public holidays.

Fault Reporting

Any faults must be reported to our service department by.
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Telephone: 1300 133 996


Any situation requiring an escalation must be reported to the following person:
Account Manager Robert Nolan
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Ph: 1300 133 996

Terms of Payment

The following terms and conditions apply for all charges for services provided under a PriorITel Agreement:

Charges are effective as at the date of signing of this agreement and will be invoiced in advance.

Charges should be paid in advance before commencing any works.

Charges are not affected by a decrease in the use of availability of the equipment due to the provision of carrier services or any other cause.

Charges are reviewable by Evotec quarterly.

Evotec will give the customer one (1) month written notice of increases to charges for services.

Evotec may charge travel and living expenses for services provided at a site more than eighty (80) kilometres from Evotec’s customer service centre.

If requested, Evotec will provide service and support for equipment which is not covered by this agreement at PriorITel’s discounted service rates. Any additional charges will be invoiced after the additional services have been provided.

If any monies payable under this agreement are overdue, Evotec’s obligation to perform the services will be suspended from the due date of payment until payment is received.

Terms of Agreement and Cancellation

PriorITel maintenance contracts commence on midnight of the date of signing and will continue for the duration of the contract as long as the quarterly payments are maintained or the contract is terminated by either party.

Evotec/Contractee may terminate the agreement upon 14 (fourteen) days’ notice if either party has not rectified a persistent or non-rectified breach of any term of the agreement within the notice period.

If it is of the opinion of Evotec upon renewal of the agreement that the equipment cannot be maintained in proper working order and has so advised the Contractee in writing, agreement renewal may be terminated.

Responsibilities of the Contractee

  • Proper use of the equipment at all times in accordance with operating manuals
  • Exclusive provision of service rights allocated to Evotec
  • Provision of prompt and free access to the equipment as required
  • Provision of a suitable environment for the effective servicing of the equipment
  • Provision of conditions that are consistent with equipment specifications and the necessary auxiliary services for the correct operation of the equipment
  • Provision of adequate storage for spare parts including consumable parts held on site
  • Replenishment of consumable items to ensure that a satisfactory level of service can be maintained.

Service Exclusions

The following items are services are not covered by a PriorITel Agreement and will be provided at Evotec’s commercial rates:

  • In the event of any delay or prevention in performance by Evotec due to any cause arising from or attributable to any Act of God or any event beyond the reasonable control of Evotec (including but not limited to delays in obtaining particular network carrier and other statutory approvals, strikes, lock-outs, civil commotion, war, fire, explosions, storm, earthquake, failure of plant, compliance with government authority, inability to obtain suitable materials, components, labour, power or transportation), Evotec shall be under no liability for the provision of services agreed by the Contractee thereby and any date or dates for the provision of services agreed by the parties shall be postponed during the period of such delay or prevention.
  • Complex remote changes (e.g Auto Attendant programming).
  • Damage or malfunction caused by lightning, electrostatic interference or power surge
  • Replacement of back-plane wiring and essential cabling other than interconnecting cables as required
  • Software that has been customised after initial installation except where the customisation has been included in a software maintenance agreement
  • Correction of errors as a result of system administration changes performed by parties other than Evotec or its Authorised Agents
  • Service where the Contractee has allowed any unauthorised work to be performed on the equipment
  • Service where any contractor, serviceman or other personnel working on any other services could possible cause damage to the telephone equipment (for example: plumbers working on leaking water pipes or electricians working on faulty electrical circuits)
  • Service of equipment that has been misused or neglected in the normal course of operation
  • Accidental or vandal damage
  • Liquid damage to equipment (for example, coffee spills)
  • Consumable items - (for example: ribbons, tapes, print wheels, print heads, batteries)
  • Headsets and Amplifiers - these are covered by standard manufacturer’s warranty conditions
  • Voicemail - is not covered by this contract unless specifically listed as part of the Equipment schedule.
  • Vendor Software Assurance - it is recommended that you take out Vendor Software Assurance (such as Unify SSP) but the cost of this is not included in a PriorITel Maintenance Agreement.

General Provisions

Sub-contracting and Assignment – Evotec may sub-contract any or all of the services to be performed but will retain prime responsibility under the terms of this agreement for the services.

Ownership – The Contractee warrants that it owns the equipment or has the authority to enter into this agreement.
Entire and Complete Terms – This agreement constitutes the entire agreement between Evotec and the Contractee in respect of the subject matter of this agreement. No oral or written representation, inducement, statement or promise made by, or on behalf of, either party and not contained in this agreement will be relied upon or binding upon the parties.

Amendments, Waiver and Headings – Any amendments, modifications or supplements to this agreement must be in writing and signed by the authorised representative of each party. Failure to enforce or insist upon compliance with any of the terms of this agreement will not constitute a waiver or relinquishment of the terms. The headings in this agreement are for convenience only and are not intended to be part of, or to affect the interpretation of the terms of this agreement.

Liability – The liability of Evotec under this agreement or arising from any advice or information provided by Evotec to the Contractee in respect of the equipment or otherwise pursuant to conditions and warranties which are implied under the Trade Practices Act or any state legislation and which may not be excluded shall be limited to the provision of the services again but without limiting the generality of the foregoing Evotec Pty Ltd shall not be liable for any direct or consequential loss or damage which the Contractee may sustain howsoever arising. All other conditions and warranties which might but for this clause be implied by law are hereby expressly negated and excluded to the extent that the law permits.

Applicable Law

This agreement shall be governed and construed in accordance with the laws in force in the State of New South Wales. Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. 

Customer Site Location

Evotec Pricing applies to Sydney metropolitan areas only. Regional charges will be determined based on location and contractor availability.