The terms on which AusConnect Pty Ltd (ABN 86 009 336 190) supplies goods and services.
These Service Terms apply to every quote, order, plan and supply of goods or services by AusConnect Pty Ltd. Read them together with your Order Form and the Service Description at ausconnect.au/terms. They are written in plain English on purpose; where a word is capitalised it has the meaning given in clause 1.
In these Conditions, the Order Form, the Service Description and every quote, order or arrangement for the supply of goods or services by AusConnect, the following words have the following meanings:
"After Hours" means 6:00pm to 6:00am Monday to Friday, and all day Saturday, Sunday and Public Holidays.
"Business Hours" means 8:00am to 5:00pm Monday to Friday excluding Public Holidays, being the hours in which guaranteed response times apply.
"Client, You or Your" means the person or entity named on the Order Form, or who requests a quote or places an Order with Us, and includes their successors and permitted assigns.
"Commencement Date" means the date stated on the Order Form.
"Conditions" means these Service Terms.
"Goods" means any hardware, software, licences, subscriptions or other goods sourced or supplied by Us, including anything supplied in connection with them.
"GST" has the meaning given in A New Tax System (Goods and Services Tax) Act 1999 (Cth).
"Initial Term" means the period stated on the Order Form, starting on the Commencement Date.
"Order" means any order by You to Us for Goods or Services in any form, including a signed Order Form and an accepted quote.
"Order Form" means the AusConnect Managed Services Order Form signed by You and Us.
"Plan" means the managed services plan selected on the Order Form (SOLID, SECURE or SORTED) as described in the Service Description.
"Plan Fee" means the monthly fee for the Plan and any scheduled onsite visits stated on the Order Form, as adjusted under these Conditions.
"Public Holidays" means public holidays throughout Western Australia.
"Quote" means a quote or proposal provided to You by Us.
"Rates" means the hourly rates, minimum charges and other charges set out in the Service Description, as varied under clause 12.
"Service Description" means the AusConnect Service Description published at ausconnect.au/terms, as varied under clause 9.
"Service Request" means a request for support, adds, moves, changes or technical assistance.
"Services" means any services provided by Us, including Work, advice and recommendations.
"Software" includes software and any installation, update, associated software and services provided in connection with it.
"Staffed Hours" means 6:00am to 6:00pm Monday to Friday excluding Public Holidays.
"Subscription Schedule" means the schedule of licences and subscriptions We bill You for, and their unit rates, as issued at onboarding and updated by ticket.
"Supported User" means a person with an active account that We support under the Plan, as counted under the Service Description.
"Us, Our or We" means AusConnect Pty Ltd, ABN 86 009 336 190, and its successors and assigns.
"Work" means anything We may do, provide, customise, produce or acquire for You, including testing, troubleshooting, installation, configuration, consulting, scoping, planning, documenting and quoting.
Unless the contrary intention appears: the singular includes the plural and vice versa; a reference to legislation includes amendments and replacements; headings are for convenience only; dollars are Australian dollars; time is Perth time; a person includes a company, partnership, trust or authority; "includes" means includes without limitation; and a reference to a document includes that document as amended or replaced from time to time.
2.1 These Conditions apply to every Quote, Order, Plan and supply of Goods or Services by Us to You, unless We have agreed otherwise in writing.
2.2 Your agreement with Us is made up of the Order Form, these Conditions and the Service Description. If they conflict, the Special terms on the Order Form prevail, then these Conditions, then the Service Description.
2.3 If any provision is invalid or unenforceable it is severed and the remaining provisions continue in force.
3.1 The Plan starts on the Commencement Date and continues for the Initial Term.
3.2 After the Initial Term the Plan continues month to month on the same terms until ended under clause 4.
4.1 After the Initial Term: either party may end the Plan for any reason by giving the other at least 30 days' written notice.
4.2 Ending early: if You end the Plan before the end of the Initial Term, other than under clause 4.3, 4.4 or 9.2, You must pay the Plan Fee for the months remaining in the Initial Term, plus any licence or subscription commitments on the Subscription Schedule that cannot be cancelled before their renewal date. This reflects Our costs in committing staff and licences for the Initial Term.
4.3 Ending for Our breach: You may end the Plan on written notice if We fail to meet a material obligation and do not fix the failure within 30 days of Your written notice describing it, or if We cease to carry on business or become insolvent. No early exit fee applies.
4.4 Missed response times: if We miss the guaranteed response times in the Service Description three or more times in any three-month period, You may end the Plan on 30 days' written notice with no early exit fee.
4.5 Ending by Us: We may end the Plan on written notice if You fail to pay an invoice within 30 days of its due date after We have reminded You in writing, if You commit a material breach that is not fixed within 30 days of Our written notice, or if You become insolvent.
4.6 Handover: if the agreement ends for any reason, We will help You move to another provider or in-house, at the Rates, and within 14 days of Your final payment We will hand over Your documentation, administrator credentials and any licences held in Your name.
4.7 Termination notices must be in writing to accounts@ausconnect.net.au, or to Your nominated email address.
5.1 No employee or agent of Ours has authority to make any representation, warranty or promise about the supply of Goods or Services other than as set out in the Order Form, these Conditions and the Service Description.
6.1 Notices under these Conditions must be in writing and may be given by email to the last notified email address of the receiving party. Our address for notices is accounts@ausconnect.net.au. A notice sent by email is taken to be received on the next Business Day unless the sender receives a delivery failure.
7.1 These Conditions are governed by the laws of Western Australia and the parties submit to the non-exclusive jurisdiction of its courts.
8.1 You may not assign Your rights or obligations without Our prior written consent, which will not be unreasonably withheld.
8.2 We may assign or novate this agreement to a related company or to a purchaser of all or substantially all of Our business, by giving You written notice, provided the assignee agrees to be bound by these Conditions.
9.1 We may change these Conditions or the Service Description by giving You at least 30 days' written notice by email. The current version is always published at ausconnect.au/terms with its version number and effective date.
9.2 If a change materially reduces the Services or increases Your costs other than under clause 12.3, You may end the Plan by written notice within 30 days of Our notice, with no early exit fee.
9.3 Changes that only benefit You, correct an error, or are required by law take effect on notice.
10.1 Validity: an Order Form is valid for 30 days from its date and a hardware or project Quote for 7 days, unless the Quote says otherwise. A Quote is an invitation to place an Order and does not bind Us until We accept the Order.
10.2 Changes: if You ask for changes after a Quote is confirmed, We will re-quote. Prices are based on Our costs at the date of the Quote; if a supplier's price or availability changes before We place the order, We may adjust the Quote or offer a substitute for Your approval.
10.3 Delivery estimates: delivery dates are estimates provided by suppliers and are not guaranteed. Freight is added to the Order unless the Quote says it is included.
10.4 Stock: We do not hold inventory and order Goods only on Your confirmed Order. If You cancel an Order or return Goods, a restocking or cancellation fee may apply and refunds depend on the supplier accepting the return.
10.5 Warranty: unless stated otherwise, Goods carry the manufacturer's warranty on a return-to-depot basis.
11.1 Placing orders: You may place an Order by signing an Order Form, approving a Quote by email or through Our portal, or in any other written form that identifies You and the Goods or Services.
11.2 Authority: We may rely on the apparent authority of the person who signs or sends an Order. That person warrants that the Order is authorised by You.
11.3 Acceptance: an Order is accepted when We confirm it in writing or start work on it. For Goods, We may require payment in cleared funds before ordering unless the Order Form provides for invoicing on delivery or installation.
11.4 Credit checks: You consent to Us conducting a credit reference check before extending credit terms.
11.5 Cancellation: You may not cancel an Order once the supplier has despatched the Goods, which often happens the same day.
11.6 Processes: You agree to follow Our reasonable processes and procedures for requesting and receiving Goods and Services as advised from time to time.
12.1 GST: all amounts are exclusive of GST and other taxes unless stated otherwise.
12.2 Rates: You must pay for Services at the Rates in the Service Description and the fees on the Order Form.
12.3 Annual review: We may review the Plan Fee and the Rates once in each 12-month period by giving You at least 30 days' written notice. Where a supplier increases the price of a licence or subscription on the Subscription Schedule, We may pass the increase through on notice, from the date the supplier's increase takes effect.
12.4 Minimum charges: work is billed in the increments and minimum charges stated in the Service Description.
12.5 Expenses: You must reimburse out-of-pocket expenses incurred with Your prior written approval, including travel, flights, accommodation, parking and vehicle costs.
12.6 Pre-paid blocks: where You buy pre-paid blocks of Services, payment is due in advance, unused hours do not roll over past the agreed period and are not refundable.
13.1 The Services included in each Plan, and what is excluded, are set out in the Service Description. Anything not included is quoted before We start.
13.2 We may withdraw or vary a Service only under clause 9.
13.3 The number of Supported Users is reviewed quarterly and the Plan Fee adjusted from the next invoice. You must tell Us promptly when Supported Users start or leave.
14.1 We may subcontract any part of the Services, including to Our offshore support team, but remain responsible to You for them and for the confidentiality obligations in clause 32.
15.1 Delivery: We use reasonable endeavours to deliver Goods by the estimated date but are not liable for delays caused by suppliers, carriers or other matters outside Our reasonable control.
15.2 Risk: risk in Goods passes to You on delivery to Your nominated address. You should insure the Goods from that time.
15.3 Title: title in Goods passes to You only when We have received payment in full. Until then You hold the Goods as bailee for Us, must keep them free of encumbrances and must not sell them.
15.4 Recovery: if You have not paid for Goods by the due date, We may, on reasonable notice and at a reasonable time, enter the premises where the Goods are kept and recover them. You must give Us access for that purpose.
15.5 PPSA: the supply of Goods on retention of title creates a security interest under the Personal Property Securities Act 2009 (Cth). We may register it, and You waive any right to receive notices under sections 95, 121(4), 125, 130, 132(3)(d), 132(4) and 135 of that Act to the extent permitted.
16.1 Goods are supplied subject to the return and claims policies of the manufacturer or supplier.
16.2 Goods that are customised, sourced specially, or not returnable to the supplier cannot be returned or cancelled.
16.3 Inspect Goods on delivery and tell Us in writing within 7 days of any fault or shortfall. Returned Goods must be in original condition and packaging unless they are faulty.
16.4 You bear the cost of returning Goods to a supplier unless the supplier pays it.
17.1 IT support often involves diagnosis by trial and error. Advice, tests and recommendations may prove incorrect, and We will use reasonable skill and care in giving them. You accept that We cannot guarantee a particular outcome.
17.2 Reasonable assistance: under a Plan We provide what is reasonable in the circumstances, as described in the Service Description. Work beyond that is charged at the Rates unless agreed otherwise.
17.3 Third-party goods: where We recommend Goods supplied by third parties, You acknowledge that We do not control their compatibility, performance or support, that they may not meet every expectation, and that You are responsible for the decision to buy them and for obtaining independent advice if You want it.
17.4 You will follow Our reasonable instructions for testing and troubleshooting.
18.1 Neither party is liable for delay or failure caused by events beyond its reasonable control, including supplier and carrier failures, telecommunications and power outages, fire, flood, storm, epidemic, industrial action and government action. The affected party must tell the other promptly and use reasonable efforts to resume performance. You are not charged the Plan Fee for Services not provided because of such an event lasting more than 14 days.
19.1 Manufacturers change specifications. We may supply Goods with minor variations, or substitute Goods of equal or better specification at no more than the quoted price, with Your approval where the change is material.
20.1 You rely on the manufacturer's warranty for Goods and deal with the manufacturer for warranty claims. We will lodge and manage warranty claims for Goods We supplied as part of the Plan.
20.2 We warrant that the Services will be performed with reasonable skill and care. Where We fail to do so, We will re-perform the Services at no charge.
21.1 Consumer guarantees: nothing in these Conditions excludes, restricts or modifies any guarantee, right or remedy under the Australian Consumer Law or other law that cannot be excluded. Where such a guarantee applies and Our liability can be limited, it is limited, at Our option, to re-supplying the Services or Goods or paying the cost of doing so.
21.2 Other warranties: subject to clause 21.1, all other conditions and warranties implied by law are excluded.
21.3 Data loss: You are responsible for maintaining backups of Your data as recommended by Us. Subject to clause 21.1, We are not liable for loss of programs or data except to the extent caused by Our negligence or breach.
21.4 Security incidents: We take reasonable steps to secure the systems We manage, but no system is immune from attack. Subject to clause 21.1, We are not liable for loss arising from a cyber attack, data breach or other security incident except to the extent it is caused by Our negligence or breach. Containment work is included in the Plan and investigation, reporting and recovery work is chargeable, as set out in the Service Description. You are responsible for holding cyber insurance appropriate to Your business.
21.5 Consequential loss: subject to clause 21.1, neither party is liable to the other for loss of profit, revenue, business, goodwill or data, or for indirect or consequential loss, however caused.
21.6 Cap: subject to clause 21.1 and to the extent permitted by law, Our total liability to You in connection with this agreement, in contract, tort (including negligence) or otherwise, is limited to the amount of fees You paid Us under the Plan in the 12 months before the event giving rise to the claim.
21.7 Your acts: We are not liable for loss caused by Your failure to follow Our written recommendations, changes made to Your systems by You or a third party without Our knowledge, or use of Goods or Services contrary to Our reasonable instructions.
22.1 If a Quote or invoice contains a genuine pricing or description error, We may correct it or withdraw the affected Order by written notice, refunding any amount You have paid for it.
23.1 We collect Your personal information to provide Quotes, Goods and Services and may use and disclose it for those purposes, including to suppliers acting on Your Order. We hold it in accordance with the Privacy Act 1988 (Cth) and Our privacy policy at ausconnect.au, and You may ask to access or correct it.
23.2 Each party must comply with the Privacy Act in relation to personal information handled under this agreement. If We become aware of unauthorised access to or loss of personal information We hold or manage for You, We will tell You without undue delay and assist You with any assessment or notification required by law, at the Rates where the work goes beyond containment.
24.1 Information on Our website is general in nature. We do not warrant that it is complete or that the website will be uninterrupted or free of viruses.
25.1 We hold public liability insurance of $10,000,000 and professional indemnity insurance, and will provide certificates of currency on request.
26.1 Service Requests must be lodged through the channels in the Service Description. Requests made directly to individual staff are not tracked and response times do not apply to them.
27.1 You must give Us reasonable access to Your equipment, sites, systems and staff to provide the Services.
27.2 You agree to Our installing management and security software on Your supported devices. This software allows Our technicians to monitor, patch and remotely control those devices, and may require devices to be left on overnight.
28.1 You must authorise Us with Your internet, telephony, domain and software providers so We can act on Your behalf, and keep those authorisations current.
28.2 Third-party platforms are supported by their vendors. Our role is to diagnose and escalate as set out in the Service Description; We are not responsible for the vendor's response or the performance of their product.
29.1 Terms: invoices are due within the terms stated on the invoice, or 14 days from the invoice date if none are stated, by direct deposit, card or another method We accept. Plan Fees are invoiced monthly in advance; subscriptions monthly on actual quantities; Goods on delivery unless the Order Form says otherwise; project work as quoted.
29.2 Disputes: if You dispute an invoice, tell Us in writing before the due date with reasons. You must pay the undisputed part on time and the parties will work in good faith to resolve the rest within 14 days.
29.3 Late payment: if an invoice is more than 14 days overdue We may, after giving You 7 days' written notice, suspend Services until it is paid. Suspension does not stop the Plan Fee accruing.
29.4 Interest and costs: overdue amounts bear interest at 1.5% per month, calculated daily from the due date, and You must pay Our reasonable costs of recovery, including collection agency and legal costs.
29.5 Application: payments are applied first to costs of recovery, then interest, then the oldest outstanding invoice.
29.6 Security: where We have reasonable concerns about Your ability to pay, We may require payment in advance or a deposit before continuing to supply Goods or Services.
30.1 You agree not to solicit or employ any of Our employees or contractors who have worked on Your account during the term of the Plan and for 12 months after it ends, without Our written consent. This does not prevent You from hiring someone who responds to a public advertisement without solicitation.
31.1 You are responsible for holding valid licences for all Software You use, including Software We install at Your request, and for keeping records of them. You indemnify Us against claims arising from Your use of unlicensed Software.
31.2 Copyright in scripts, tools, documentation and other materials We create remains with Us. We grant You a licence to use them for Your own business for as long as the Plan continues, and We hand over Your environment documentation under clause 4.6.
32.1 Each party will keep the other's confidential information confidential, use it only for the purposes of this agreement, and not disclose it except to staff, contractors and advisers who need to know it and are bound to keep it confidential, or as required by law. This includes Your data, credentials and business information, and Our pricing, methods and documentation.
32.2 You warrant that information and materials You give Us belong to You or that You are entitled to provide them.
What your plan includes, how support works, and what sits outside it.
This Service Description sets out what AusConnect delivers under a managed IT support plan, how to get support, and what falls outside the plan. It forms part of your agreement with AusConnect together with your signed Order Form and the AusConnect Service Terms. If we change this description, we will email your primary IT contact at least 30 days before the change takes effect.
Plans are priced per person, not per device. Every plan includes the same core service; SECURE adds around-the-clock security monitoring, and SORTED adds onsite break-fix. Minimum five users. The annual technology roadmap is included at fifteen or more users.
A supported user's fee covers their laptop, desktop and phone, and their share of the network infrastructure a business of that size would normally run: a firewall, the switches and Wi-Fi access points for the office, and a server or two where they still exist. For a 20-person business that means one site, one firewall, a handful of switches and access points, and the Microsoft 365 tenant.
Infrastructure that is out of proportion to the user count, or bespoke to the business, is managed as a separate infrastructure line on the Subscription Schedule, priced per item. Examples: a resort with 40 access points across guest rooms, a hosted Wi-Fi controller, a fleet of point-of-sale terminals, CCTV, digital signage and a comms room, all supporting 50 office users; a builder with connectivity at every job site; a business running a rack of servers or a virtual host; or a second and third site each with its own network. We identify these at the discovery visit so they are on the Order Form from day one, and we tell you before adding a new one.
| PER USER PER MONTH, EX GST | SOLID $99 | SECURE $125 | SORTED $150 |
|---|---|---|---|
| Unlimited remote helpdesk support | ✓ | ✓ | ✓ |
| Device monitoring, patching and management | ✓ | ✓ | ✓ |
| Endpoint protection and ransomware detection | ✓ | ✓ | ✓ |
| Endpoint backup and recovery | ✓ | ✓ | ✓ |
| Microsoft 365 administration | ✓ | ✓ | ✓ |
| Your environment fully documented | ✓ | ✓ | ✓ |
| Annual technology roadmap, reviewed with you (15+ users) | ✓ | ✓ | ✓ |
| 24/7 security operations centre monitoring, alerts investigated by us | – | ✓ | ✓ |
| Onsite support when something breaks | – | – | ✓ |
Unlimited remote support for every supported user during staffed hours. This covers the day-to-day: faults, how-do-I questions, password and multi-factor resets, new and departing users on existing devices, email and Outlook problems, shared mailbox and delegate access, checking suspicious emails and blocking senders, Office and Windows issues, printing and scanning, Wi-Fi and network connection problems, access changes when staff travel overseas, DNS record changes for domains we manage, and setting up email, Teams and OneDrive on phones and tablets.
Our management agent on every supported Windows and Mac device, monitoring health, disk space, services and performance around the clock, with alerts handled by the helpdesk.
Microsoft security and feature updates tested and rolled out on a schedule. Updates for common third-party applications such as browsers, PDF readers, Teams and Zoom.
Routine maintenance and clean-up, warranty tracking, and replacement recommendations as devices age.
Sourcing and quoting hardware is included. New devices are built and set up as part of the hardware quote, not the plan.
Managed endpoint protection on every supported device, with ransomware behaviour detection and alerting. We triage every alert and clean up infections on supported devices. Where a device has to be wiped and rebuilt after an infection, the rebuild is quoted as project work.
Daily backup of user data on supported devices, monitored by the helpdesk, with file and folder restores included. Backup of Microsoft 365 mailboxes, OneDrive, SharePoint and Teams is a separate subscription (see section 8). Full recovery of a whole device or site after a disaster is billed at the rates in section 7.
Users, licences, mailboxes, shared mailboxes, groups, distribution lists, SharePoint and Teams permissions, multi-factor authentication, mailbox archive and retention settings, and the security baseline we apply to every tenant we manage. We review and approve any third-party app that asks for access to your Microsoft 365 data before it is connected. We review your Secure Score and licence use as part of the roadmap. SharePoint restructures and migrations, tenant-wide archiving and retention projects, Power Automate builds, Copilot rollouts, Intune design and security hardening projects are quoted separately.
Where we supply or manage your phone system: extensions, voicemail, ring groups, call flows, handset and mobile app setup, and faults with handsets and extensions. Carrier and number faults are escalated to the carrier on your behalf. New handsets, additional lines and number ports are quoted. Phone system licences and hosting are a subscription (section 8).
Devices, network, licences, credentials, vendors and standard procedures recorded in our documentation platform and kept current. Your copy is available on request and handed over in full if you ever leave.
Once a year, for plans of fifteen or more users, we sit down with you and review everything: what is ageing, what is at risk, what Microsoft is changing, and what it should cost. You get a plain-English roadmap in three parts: fix now, improve next, maintain the rest. You set the pace.
A security operations centre watches your Microsoft 365 sign-ins, mailbox rules, supported devices and firewall logs 24 hours a day and raises alerts. Our engineers investigate and act on those alerts during staffed hours, and treat anything urgent as a critical ticket. This is monitoring and investigation; it is not a guarantee that an attack will be stopped, and section 9 still applies.
When a fault can't be fixed remotely, an engineer attends your site during staffed hours at no hourly charge, within the Perth metropolitan area. Scheduled visits, projects and new installations are not break-fix and are priced separately. Sites more than 30 km from our office have travel time billed as set out in section 7.
| Phone | 1300 80 49 50. Required for Critical and High priority issues and for anything after hours. |
| support@ausconnect.net.au | |
| Portal | ausconnect.itclientportal.com, or the AusConnect icon near the clock on any managed device. |
Please log requests through these channels rather than with individual engineers. Requests sent directly to a team member's email or mobile aren't tracked, so response times don't apply to them. Include your name, company, a phone number and a short description; screenshots of error messages help.
Staffed hours: 6:00am to 6:00pm, Monday to Friday, excluding Western Australian public holidays.
Guaranteed hours: 8:00am to 5:00pm. The response times in section 4 are measured in these hours.
Extended hours: 6:00 to 8:00am and 5:00 to 6:00pm. The phone is answered and we work on your request, on a best-effort basis, at no extra charge.
After hours: 6:00pm to 6:00am and weekends. Emergencies only, by phone. Billed at $225 an hour (1.5 times the standard rate), one-hour minimum. No callout fee.
We set the priority with you when the ticket is logged. Where it isn't clear, the responding engineer makes the final call. Response means an engineer has made contact with you and started working on the issue, not an automated acknowledgement.
| PRIORITY | WHAT IT LOOKS LIKE | GUARANTEED | WE AIM FOR |
|---|---|---|---|
| Critical | Whole company or a whole site can't work: internet or network down, server or Microsoft 365 unavailable, suspected security breach. No workaround. Must be phoned in. | 1 hour | 15 minutes |
| High | A department or a key person can't work: a shared system down, a director's device failed, the accounting system unavailable. Must be phoned in. | 4 hours | 1 hour |
| Medium | One person can't work or is significantly slowed down: a computer won't start, a printer down with another available. | 8 hours | 4 hours |
| Low | Minor issue with a workaround, a how-do-I question, or a software install. | 16 hours | 8 hours |
| Scheduled | New user setups, device builds, proactive maintenance, project tasks. Booked with you at a date and time. | As agreed | – |
Response times are measured in guaranteed hours. A Critical logged at 4:30pm is due by 8:30am the next business day. The clock pauses while we are waiting on you or on a third-party vendor. If you need a Medium or Low issue treated as Critical, ask for an emergency ticket upgrade; the fee is in section 7.
Tell accounts@ausconnect.net.au within 7 days of the incident. If the claim is valid you receive a credit of 5% of that month's plan fee for each miss, up to 25% of the month's plan fee.
If we miss guaranteed response times three or more times in any three-month period, you may end your agreement on 30 days' written notice with no early exit fee.
Credits are the remedy for a missed response time. They don't apply to issues logged after hours, through the wrong channel, or caused by something in the exclusions below.
The guarantee doesn't apply where the issue is caused by: hardware or software outside our supported platform (section 6); software not on your approved list; changes made by you or a third party without telling us; not acting on a written recommendation from us; a fault at your internet provider, telco or another vendor; a device out of warranty and not covered by a maintenance agreement; or events outside our reasonable control such as power failures and natural disasters. We still work the issue; the clock just doesn't run.
Scheduled visits are an add-on to any plan and are recommended for sites of about 25 users or more. Weekly, fortnightly, monthly, quarterly or annual, billed at $125 an hour with no callout fee and no minimum. During a visit the engineer works through open requests, checks the comms cabinet and network gear, and picks up anything your team has been putting up with. Visits are booked as a recurring slot at onboarding. Give us five business days' notice to move a visit; a visit cancelled with less notice is counted as used.
The plan fee assumes a standard, supportable environment. Where something below isn't in place at onboarding, we agree a plan and timeframe to get there. Until it is, support for that item is best effort and may be charged at hourly rates.
Windows 11 Pro or a current, supported version of macOS on every device. Windows 10 is out of Microsoft support and is supported by us only during an agreed replacement period.
Devices no more than five years old, or under a current manufacturer warranty.
Microsoft 365 Business Premium recommended; Business Standard as a minimum. Multi-factor authentication on every account, no exceptions.
Our management agent and endpoint protection installed on every supported device, and left on for overnight patching.
A business-grade firewall we can administer, and business-grade internet.
Servers, where they still exist, on a supported Windows Server version with a working backup.
Software on your approved list. We add business applications to the list at onboarding and as they come up; unlisted or unlicensed software is supported at our discretion.
All of the following are quoted before we start. No surprise invoices.
| ITEM | HOW IT'S HANDLED |
|---|---|
| Project work | Migrations, new sites, network and firewall installs, SharePoint restructures, Microsoft 365 security hardening, Intune rollouts, Copilot and AI deployments, phone system changes, device rebuilds. Fixed price or hourly, quoted first. |
| Hardware and software licences | Quoted before we buy. Hardware invoiced on delivery unless your Order Form says otherwise. Licences billed monthly on the Subscription Schedule. |
| Third-party applications | Accounting, job management, POS, signage and other vendor platforms. We diagnose, gather the evidence and escalate to the vendor on your behalf; the vendor supports and fixes their product. Time spent managing a vendor beyond the first escalation is billable. |
| After-hours emergency work | $225 an hour (1.5 times the standard rate), one-hour minimum remote or onsite, phone only. |
| Scheduled onsite visits | $125 an hour, no callout fee. See section 5. |
| Onsite break-fix (SOLID and SECURE) | $150 an hour, no callout fee, one-hour minimum. Included on SORTED. |
| Emergency ticket upgrade | $150 to move a Medium or Low issue to the front of the queue and treat it as Critical. |
| Travel | Sites more than 30 km from our Osborne Park office: travel time billed at $150 an hour each way. Regional sites: travel time plus flights, accommodation and vehicle costs at cost, agreed before we book. |
| Out-of-warranty hardware | We diagnose under the plan. Repair or replacement is quoted. |
| Cyber incidents and breaches | Containment is included, however long it takes: revoking sessions, resetting credentials, re-enrolling multi-factor authentication, removing malicious mailbox rules and connectors, isolating devices, blocking senders, endpoint scans, and a one-page incident summary so you can notify your insurer the same day. Once the attacker is out, the rest is billable at the standard rate or quoted where it can be scoped: forensic timeline and evidence pack, the full incident report, notifiable data breach assessment support, liaison with counterparties and regulators, recovery and rebuilds, and the hardening work that follows. That is what cyber insurance exists to pay for. Where your insurer appoints its own incident response provider, we support them at the standard rate. Keep cyber insurance in place; the Service Terms set out where our responsibility ends. |
| Cabling, physical infrastructure and consumables | Data cabling repairs and new points, rack and patching work, cables, adaptors, peripherals and other consumables are quoted or billed at cost plus time. |
| Domain registrations and transfers | Registration and renewal per domain on the Subscription Schedule. Transfers between registrars are billed at the standard rate. |
| People not on your user count | Support for anyone not counted as a supported user is billed at the standard rate. Adding them to the plan is usually cheaper; tell us and we adjust the count. |
| Standard hourly rate | $150 an hour, remote or onsite, for all billable work other than scheduled visits. Remote work is billed in 15-minute increments with a 15-minute minimum. Onsite attendance has a one-hour minimum. Scheduled visits $125 an hour. |
Some things you need are licences and subscriptions rather than support, and they're billed on top of the plan at the unit rates in your Subscription Schedule, on actual quantities each month. Typical items: Microsoft 365 licences, 3CX phone system licence and hosting, mailbox and cloud backup for Microsoft 365, managed firewall, managed Wi-Fi, domain names, DNS and web hosting, Azure services, and hardware warranties. Microsoft annual-term licences can't be reduced until their renewal date, so we confirm the term with you before adding them. Add, change or remove subscriptions by ticket; changes take effect from the next invoice.
Nominate a primary and a secondary IT contact who can approve changes, new users and purchases. During a Critical incident, channel updates through that contact so our engineers can work rather than field calls.
Authorise us with your internet provider, telco, domain registrar and software vendors so we can act on your behalf. We'll give you a template letter at onboarding.
Give us access to sites, equipment and people when we need it, and let our management agent stay installed on every supported device.
Tell us when someone starts or leaves, and before you buy hardware or software we haven't recommended.
Act on written security recommendations within a reasonable time. We can't protect an environment that declines the protections.
Keep your own cyber insurance. Our service reduces risk; it doesn't transfer it.
A supported user is a person with an active account that we support, whatever devices they use. Shared accounts used by several people count as one user per person who relies on them. We check the count each quarter and adjust the fee from the next invoice; tell us straight away if it changes so the invoice is right the first time. The plan fee and any scheduled visits are invoiced monthly in advance; subscriptions are invoiced monthly on actual quantities. Rates are reviewed once a year with 30 days' written notice, as set out in the Service Terms.
Questions about what's covered?Ask before the work starts, not after the invoice. Anything not listed in sections 1 and 2 is quoted first, and if we ever do something small outside the plan without charging, that's a courtesy rather than a change to the plan. |
