The terms we work on

What's included depends on what you've bought. Support packages are described on the packages page and in the packages document, which is the authoritative statement of inclusions. Projects are defined by their written quote.

In short: your package covers looking after a working environment. It doesn't cover building a new one, repairing an environment that was in poor condition before we arrived, or hardware and software licences themselves. Those are quoted separately, in writing, before we start — project work never quietly appears on your monthly bill.

We may use qualified subcontractors and specialists for particular work. When we do, we remain responsible to you for it.

Package support is unlimited for normal business use. If usage runs far beyond what's typical for a business your size, we'll talk to you about it before anything changes on your bill. No surprises in either direction.

Shared mailboxes (sales@, accounts@ and the like) are included free on a fair-use basis, roughly one shared mailbox per two staff.

If we're waiting on information from you to progress a ticket, we'll check in twice and then park it. Reopening a parked ticket is one email.

Package fees are billed monthly in advance by direct debit. Pay-as-you-go work and projects are invoiced as agreed in the quote, and payment is due within the terms shown on the invoice.

All published prices include GST unless stated otherwise. Where an ex-GST figure is shown alongside, it's for comparison only — the inc-GST figure is what you pay.

Software licences we arrange on your behalf are billed at cost. We don't add a margin to them.

If an invoice is genuinely in dispute, tell us and we'll sort it out — we won't suspend support over a disagreement being worked through in good faith. If an account is significantly overdue and unaddressed, we may suspend non-urgent work after giving you notice and a chance to fix it.

To do our job properly we need reasonable access to your systems and premises, the authority to make agreed changes, and a nominated person who can make decisions.

We also need you to tell us about things that affect the environment — new staff, departing staff, a system somebody else installed, a change of internet provider — because most of the problems we can't prevent are the ones we didn't know about.

You're responsible for the lawfulness of what you use your systems for, for your own compliance obligations, and for decisions you make against our advice. Where we recommend something for security or continuity and you decide not to do it, that's your call to make — but the consequences of that specific decision sit with you.

We apply appropriate technical and organisational measures to the systems we manage, and we'll tell you plainly what's protected and what isn't.

We can't guarantee that a system will never be compromised, and you should be wary of anyone who does. What we do commit to is that if something happens, we'll tell you promptly and honestly, we'll help you deal with it, and we won't quietly hope you don't notice.

Backup and recovery are provided where your package or a written quote includes them. Where they aren't included, they aren't happening — if you're unsure which applies to you, ask us and we'll tell you straight.

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in these terms excludes, restricts or modifies those guarantees, and we're not going to pretend otherwise.

Beyond those non-excludable rights, and to the extent the law allows: we're each responsible for our own acts and omissions; we're not responsible for loss caused by something outside our reasonable control, by third-party services or vendors, or by a decision you made against our written advice; and our liability is reduced to the extent something you did or didn't do contributed to the loss.

Where our liability can lawfully be limited, we'll limit it to re-supplying the affected service or refunding what you paid for it.

We hold the insurances appropriate to work of this kind and will provide certificates of currency on request.

We may update these terms from time to time. If a change materially affects you, we'll tell you before it takes effect — and since everything is month to month, you're never stuck with a change you don't accept.

Pricing is reviewed periodically. You'll always get notice before anything changes, and a price rise is never applied to a project already quoted.