Terms & Conditions

Our services

We provide IT support, cybersecurity, Microsoft 365 and cloud services, infrastructure and networking, backup and business continuity, technology advisory and managed IT services for businesses and organisations.

The exact scope of work for each engagement will be agreed with you in writing before work begins. If additional work is needed outside the agreed scope, we will discuss it with you first.

Quotes and pricing

All pricing is quoted upfront and includes GST unless stated otherwise. We will not begin chargeable work without first agreeing the scope and price with you.

Any hardware, software, subscriptions, licences, replacement parts or third-party vendor costs are charged separately unless clearly included in your proposal.

Payment terms

For defined projects, payment terms are set out in your proposal. Ongoing managed services are billed monthly in advance.

We accept bank transfer and card payment. Late or unpaid invoices may result in service suspension or reasonable recovery costs.

Ongoing service agreements

Our ongoing managed services are month-to-month unless otherwise agreed in writing. You may cancel with 30 days written notice. There are no early termination fees unless agreed as part of a separate fixed-term contract.

Where response commitments form part of your agreement, they will be set out in writing, including business hours, priority levels and any exclusions.

Remote access authorisation

By requesting remote support, you authorise us to remotely access your devices, systems or accounts as reasonably required to diagnose and resolve the issue. We will only access what is necessary to perform the requested work.

Where we hold administrative credentials for your environment, we manage them under the security controls described in our Privacy Policy.

Your responsibilities

To help us do our job properly, you agree to:

• provide accurate information about your systems and the issue
• ensure we have safe and reasonable access to equipment and premises
• nominate a contact who can approve work and make decisions
• maintain current backups of important data, or engage us to manage them
• follow any agreed preparation steps before scheduled work

If you are unsure whether your backups are adequate, ask us. We are happy to review them.

Data and backups

We take reasonable care when working on your systems and data. However, technology work carries inherent risk, particularly where systems are already unstable, unsupported or damaged.

Unless we are engaged to manage your backups, you remain responsible for maintaining current backups of your important files and systems. Except where caused by our wilful misconduct, Onside IT is not responsible for data loss, corruption or recovery costs.

Security

No security control or combination of controls can guarantee that a business will never be compromised. Where we implement or manage security measures, we do so with reasonable professional care and in line with the scope agreed with you.

Where we recommend a security improvement and that recommendation is declined or deferred, we are not liable for consequences arising from that decision. We will always put material recommendations in writing.

Liability

We aim to deliver excellent service and sound professional advice. However, to the maximum extent permitted by law, our total liability for any claim relating to our services is limited to the amount paid for the affected service.

We are not liable for indirect or consequential losses, including loss of income, business interruption or loss of data, except where required by law.

Australian Consumer Law

Nothing in these Terms excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law.

Complaints

If something has not gone right, please tell us. We take client service seriously and will do our best to resolve concerns quickly and fairly.

Governing law

These Terms are governed by the laws of New South Wales, Australia, and any disputes will be handled under those laws.