Terms & Conditions

Introduction

Welcome to Absolute IT. These Terms and Conditions govern your use of our services, ensuring transparency and mutual understanding between Absolute IT (referred to as “we,” “us,” or “our”) and you, our valued client (referred to as “you” or “your”). By engaging our services, you agree to adhere to these terms in conjunction with the specific provisions outlined in your Managed Services Agreement.

Should any discrepancies exist between this page and your Managed Services Agreement, the terms within the Managed Services Agreement shall prevail.

For information on our privacy policy, please click here. If you do not understand any of the following or have questions, feel free to contact us on 1300 000 248.

 

Scope of Services

Absolute IT offers comprehensive managed IT services, including but not limited to helpdesk support, server and network maintenance, security, and proactive monitoring. The specifics of your service package, rates, and inclusions are outlined in your Managed Services Agreement.

For a detailed list of the services we provide, please refer to the “General List of Services” in your Managed Services Agreement.

 

Call Recording

To ensure the highest quality of service and for training, monitoring, and security purposes, Absolute IT records all phone calls made to and from our team. By contacting us via phone, you consent to this recording.

  • Recorded calls are stored securely and are only accessible by authorised personnel.
  • If you have concerns or require further information about our call recording practices, please contact us at contact@absolute-it.com.au.

 

Commitment Term

We provide flexible service options, including month-to-month agreements unless otherwise specified in your Managed Services Agreement. The Commitment Term begins from the start date stated in your agreement.

 

Termination Policy

  • You may terminate your agreement by providing written notice as per the conditions outlined in your Managed Services Agreement.
  • If early termination occurs, fees for outstanding invoices and the remaining commitment period may apply.
  • Any employee protection clauses, as outlined below, remain in effect for 12 months post-termination.

 

Service Response Times and Priorities

We strive to deliver prompt and efficient service. Response times are categorised by priority levels, as defined in your Managed Services Agreement. Please note:

  • Critical Priority (e.g., system outages): Response within 15 minutes.
  • High Priority (e.g., major disruptions): Response within 30 minutes.
  • Medium Priority (e.g., individual user issues): Response within 45 minutes.
  • Low Priority (e.g., non-urgent requests): Response within 1 hour.

Response times are measured during business hours and exclude issues beyond our reasonable control (e.g., third-party failures).

Please note that response times are not guaranteed.

For full details, please refer to Appendix A of your Managed Services Agreement.

 

Your Responsibilities

To ensure we can deliver world-class service, you agree to:

  • Minimum Standards: Maintain hardware and software that meets our recommended specifications, available here. Support for non-compliant systems may incur additional charges.
  • Service Requests: Lodge service requests through the specified channels. Emergency requests must be lodged via phone for immediate attention.
  • Access Requirements: Provide our team with unrestricted access to your premises, equipment, and relevant personnel as required for service delivery.

Failure to comply with these responsibilities may result in delays or additional charges.

Absolute IT will not be held responsible for issues caused by issues where you haven’t met our minimum specifications or followed our recommendations.

 

Exclusions and Limitations

Certain issues are excluded from our standard service response times and coverage, including but not limited to:

  • Hardware or software not meeting our minimum standards.
  • User-initiated virus or malware infections.
  • Issues caused by third-party modifications or failure to act on our recommendations.

For a comprehensive list of exclusions, refer to Appendix B of your Managed Services Agreement.

 

Limitation of Liability

Absolute IT is committed to delivering exceptional services; however, we limit our liability as follows:

  • Absolute IT is not liable for any indirect, incidental, or consequential damages, including but not limited to loss of profits, data, or business opportunities, arising from the use of our services.
  • Our total liability for any claim under these Terms and Conditions or the Managed Services Agreement is limited to the amount paid for our services in the 12 months preceding the event giving rise to the claim.
  • This limitation applies to the fullest extent permitted by law.

 

Code of Ethics and Employee Protection

We value ethical conduct in all business relationships. As such:

  • Neither party shall solicit or hire the other party’s employees during the agreement term or within 12 months of termination.
  • Ethical behaviour is expected when interacting with our team and systems.

 

Data Ownership and Intellectual Property

  • All data created or managed by us on your behalf remains your property.
  • Any intellectual property (e.g., software or tools) developed by us for broader use or unrelated to your business remains our property.

For further details, refer to the “Data Ownership” and “Intellectual Property” clauses in your Managed Services Agreement.

 

Confidentiality

Both parties agree to keep all confidential information disclosed during the course of the engagement strictly confidential.

  • “Confidential Information” refers to any proprietary or sensitive information not publicly available.
  • Neither party will disclose, copy, or use the other party’s Confidential Information for any purpose other than as necessary to fulfil their obligations under this agreement.
  • This clause survives termination or expiration of the agreement.

 

Pricing and Rate Adjustments

All rates are outlined in your Managed Services Agreement. We reserve the right to adjust rates by up to 4% annually. You will be notified of any significant pricing changes.

 

Reporting and Business Reviews (if applicable)

  • Monthly reports summarising service usage and performance metrics will be provided to your nominated contact.
  • Half-yearly business reviews are conducted to align our IT services with your business goals.

 

Dispute Resolution

We are committed to resolving disputes promptly and professionally. If you have concerns, please contact us in writing within seven (7) days of the issue. We will investigate and respond with proposed solutions.

 

Force Majeure

Absolute IT will not be held liable for delays or failure to perform services due to causes beyond our reasonable control, including but not limited to:

  • Natural disasters (e.g., floods, earthquakes, or storms).
  • Acts of government or regulatory changes.
  • Cyberattacks or large-scale internet outages.
  • Labour disputes or strikes.

If a force majeure event occurs, we will notify you promptly and make every effort to resume services as quickly as possible.

 

Changes to Terms

Absolute IT reserves the right to update these Terms and Conditions as needed. Clients will be notified of any significant changes. Continued use of our services after updates indicates acceptance of the revised terms.

  • Clients will be notified of significant changes via email or other appropriate communication channels.
  • Continued use of our services following the notice of amendments constitutes acceptance of the updated Terms and Conditions.

 

Governing Law and Jurisdiction

These Terms and Conditions and any related agreements are governed by the laws of Queensland, Australia.

  • Any disputes arising under or in connection with these Terms and Conditions shall be subject to the exclusive jurisdiction of the courts of Queensland.

 

Contact Information

For questions, support, or concerns, please contact us:

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