1. Services We Provide

Call IT Mate delivers professional IT services including (without limitation):

• Managed IT Support (month-to-month, no lock-ins)
• Remote helpdesk & onsite support (PAYG or managed)
• Microsoft 365 setup, migrations, licensing, administration and security
• Cybersecurity services including 24/7 Cyber Response for managed clients
• Malware and virus removal (onsite where appropriate)
• Network configuration, Wi-Fi, printers and office setups
• Cloud backups, monitoring and recovery assistance
• VoIP solutions
• Domains, hosting and WordPress care

Services may be delivered remotely or onsite depending on your location, request and the nature of the work.

2. Availability & Support Hours

• Onsite coverage: Gold Coast, Logan, Brisbane, Western Sydney, South-West Sydney and Melbourne.
• Remote support: Australia-wide.
• 24/7 Cyber Response: Available to Managed IT clients with the service enabled.
• Standard support hours: Monday–Friday, 9:00am–5:00pm AEST (public holidays excluded, unless otherwise agreed in writing).

We may perform maintenance that can affect availability; we use reasonable efforts to minimise disruption.

3. Engagement & Bookings

• Book by phone, email or online form.
• Scheduling is based on urgency, impact and availability.
• You must provide safe, lawful access to premises, equipment, systems and accounts as required.

4. PAYG Support Charges

• Standard rate: $158 per hour.
• Minimum charge: 1 hour for all onsite and remote sessions.
• Billing increments: 15-minute increments after the first hour.
• Travel: Onsite sessions may include travel time at the same rate.
• Additional fees may apply for diagnostic work beyond the initially agreed scope or where access/information is delayed.

Rates and fees may change with notice. Quotes/estimates exclude GST unless stated otherwise.

5. Managed IT Support (Overview)

• Month-to-month billing; no lock-in contracts.
• Typical inclusions may cover patching, monitoring, Microsoft 365 admin, backups, endpoint security and cyber response (as applicable to your plan).
• Services commence after onboarding and activation.
• Scope, inclusions and fees are set out in your proposal or plan schedule.
• We may adjust pricing with notice if scope, risk profile, or user/device counts change.

Microsoft licences and other third-party subscriptions are billed separately.

6. Software & Licensing

• You are responsible for maintaining valid licences for Microsoft 365 and any third-party products not managed by us.
• We will not install, enable or support unlicensed, pirated or illegal software.
• Where we manage licensing, you authorise us to provision, assign and adjust licences as reasonably required to deliver the agreed services.

7. Data, Backups & Recovery

• We recommend and can configure backups; however data protection follows a shared responsibility model (see Section 10).
• We cannot guarantee recovery of data without working, tested backups in place.
• Certain events (e.g., hardware failure, corruption, ransomware without recoverable backups) may result in partial or no recovery.

8. Cybersecurity, Monitoring & Incident Response

• We apply prudent controls (e.g., MFA enforcement, endpoint protection, patching, hardening, filtering) within the agreed scope.
• For Managed IT clients with 24/7 Cyber Response, we monitor and triage alerts for indicators of compromise and respond in line with agreed playbooks and scope.
• Security measures reduce risk but cannot eliminate risk. No system is guaranteed immune from attack or failure.

9. Client Responsibilities

• Provide accurate contact details and timely access (including admin credentials where required).
• Maintain confidentiality of your own credentials and rotate any temporary credentials we use.
• Follow reasonable recommendations (e.g., enable MFA, apply patches, upgrade unsupported systems, implement backups).
• Notify us promptly of suspected incidents, environment changes (e.g., new staff/devices), or issues affecting service delivery.
• Ensure your use of services is lawful and does not infringe third-party rights.

Where access, approvals or information are delayed or incomplete, additional time and costs may be billed.

10. Shared Responsibility Model (Client • Call IT Mate • Vendors)

We operate under a Shared Responsibility Model across three parties:

11. Service Levels & Exclusions

• We use reasonable efforts to respond and act within commercially sensible timeframes based on impact and severity.
• We do not guarantee specific response or resolution times.
• Excluded from any SLA/credits: vendor or carrier outages (e.g., Microsoft 365, public cloud, ISP, telephony).
• Also excluded: force majeure events; client delays; unsupported/End-of-Life systems; unauthorised changes by third parties; pre-existing/undisclosed faults.

12. Warranties, Liability & Australian Consumer Law

• We warrant that services will be provided with due care and skill.
• If an issue arises directly from our workmanship, we will use reasonable efforts to address it.
• To the maximum extent permitted by law, we exclude all other warranties, conditions and guarantees not expressly set out in these Terms or required by the Australian Consumer Law (ACL).
• We are not responsible for: pre-existing issues; third-party/vendor infrastructure failures; hardware failures; security breaches outside scope or where our documented recommendations were declined/not implemented; losses arising from the absence of working backups or from client actions/inactions.

To the extent permitted by law, our aggregate liability for any claim is limited to: (i) the fees paid for the impacted service in the 3 months prior to the event giving rise to the claim, or (ii) the cost of supplying the services again, whichever we elect. Nothing in these Terms excludes liability that cannot be excluded under the ACL.

13. Fees, Invoicing & Payment

• Fees are as quoted, stated on your plan schedule, or at our standard rates (Section 4).
• Invoices are payable by the due date shown on the invoice.
• Late or unpaid invoices may result in suspension of services and may attract reasonable administration or collection costs.
• Hardware, software, cloud subscriptions and licensing are billed separately and may require prepayment.

14. Cancellations, Rescheduling & Termination

• You may cancel or reschedule bookings with reasonable notice. Fees may apply for short-notice changes where costs have been incurred.
• We may suspend, reschedule or refuse service for unsafe environments, abusive conduct, suspected fraud, or unpaid invoices.
• Either party may terminate Managed IT services in accordance with the notice terms in your plan schedule.
• On termination, you remain responsible for all charges incurred up to the termination date. We can assist with off-boarding at our standard rates.

15. Third-Party Services & Changes

• We may recommend or resell third-party products or services. Your use of these is subject to the vendor’s terms.
• Vendors may change features, pricing, regions or availability. We are not liable for such changes.
• Where a vendor change materially impacts your service, we will use reasonable efforts to propose alternatives.

16. Privacy, Security & Confidentiality

• We handle personal information in line with applicable Australian privacy laws and principles.
• We keep your information confidential and use it only to deliver services or as required by law.
• You authorise us to access systems and data as reasonably needed to provide the services, including creating or using temporary administrative accounts.

(If you publish a separate Privacy Policy/Notice, it forms part of these Terms.)

17. Intellectual Property

• We retain ownership of our pre-existing IP, methodologies, documentation and tools.
• Upon full payment, you receive a non-exclusive licence to use deliverables we create specifically for you, for your internal business purposes.

18. Security Incidents & Notifications

• If we become aware of a material security incident affecting your environment within our scope, we’ll use reasonable efforts to notify you and assist with investigation, containment and recovery.
• You remain responsible for statutory or contractual notifications unless we agree otherwise in writing.

19. Acceptable Use

You must not use our services to engage in unlawful activity, transmit malware, infringe IP, violate privacy, or disrupt networks. We may suspend services where use is unlawful, unsafe or risks material harm.

20. Force Majeure

We are not liable for delay or failure to perform due to events beyond our reasonable control (including natural disasters, acts of government, industrial action, power/telecommunications failures, major vendor outages, or widespread cyber events).

21. Dispute Resolution & Governing Law

• If a dispute arises, both parties will act in good faith to resolve it promptly, escalating to senior representatives before formal action.
• These Terms are governed by the laws of Queensland, Australia, and the parties submit to the non-exclusive jurisdiction of its courts.

22. Changes to These Terms

We may update these Terms from time to time. The current version will be published on our website. Your continued use of the services after changes take effect constitutes acceptance of the updated Terms.

23. Contact

Questions about these Terms or our services:

• 📧 Email: [email protected]
• 📞 Phone: 0447 099 201
• 🌐 Web: www.callitmate.com.au