1. About Us
iHelp IT Australia (ABN 30 169 918 941) is a Sydney based IT consultancy and support company with an Apple focus. Our offices are in Stanmore NSW. We do not have a storefront. All of our technicians are Apple Certified.
In this document we are referred to as iHelp IT Australia, we, and us. Services and products owned or managed by us are referred to as our.
2. About these Terms
Any party which engages our services is automatically considered a client of ours and accepts that any work performed under such engagement is bound by and subject to all terms, conditions, and rates outlined herein.
3. Service Area
Our standard service area and minimum charges are shown in our rate card.
4. Support & Services
By support we mean installation, configuration, management, maintenance, and upgrades (as applicable).
Apple hardware and included software
Microsoft Office
Firefox, Chrome, Adobe Reader, BackBlaze
Network routers, modems, switches, wireless access points
Windows and Mac integration and migration
Domain name management
Data redundancy and backups
Data migration
Cloud hosted PBX
Cloud hosted mail, contacts, and calendars
CPanel hosting (DNS, web, email)
AWS hosting (web)
Other software and hardware on a case-by-case basis
Consultation and research
5. Billable & Non-billable Work
The following work is billable:
Technical support, provided on site or remotely
Research, consulting, advice, and planning for technical work
Corrective work required as the result of client error or omission
Fixed-price services where the problem is within the scope of service
Work requested or required which is outside of the original or agreed scope of service
Problems discovered after the commencement of work
Delays by client staff, equipment, or systems, or 3rd parties
Liaising with 3rd parties
The following work is not billable:
Initial consultation with new clients
Corrective work required as the result of our error or omission
Discussions relating to feedback or complaints
Delays caused by our staff, equipment, or systems
6. Engagement & Scope
A request to engage in work can be made verbally or in writing, via physical or electronic medium
Once engaged, the the requesting party becomes a client, and any work performed under such engagement is bound by and subject to these terms and conditions
Clients may seek a proposal before engagement
It is the client’s responsibility to clarify whether work requested is billable in advance of engagement
Clients should assume that all requests may be billable, unless otherwise disclosed in writing
Engagements are billable for time and materials, as outlined above, regardless of method of request
Any proposal sent must be accepted before work commences (engagement)
Verbal proposals to verbal requests can be accepted verbally
Written proposals must be accepted in writing
7. Proposals
Proposals contain an outline of work to be performed and an estimate of labour and costs
Estimates are based on our experience and the information presented to us by clients
Implementations may vary in their labour and other costs
Estimates are subject to a 25% buffer in addition to the estimates provided in a proposal
Work done up to this buffer is deemed to be within the estimate, is subject to all our standard terms, and will not require the issuing of a new, replacement, or additional proposal
8. Change of scope
During the delivery of work as part of a proposal a change in scope may occur, which includes
A change in the amount of labour or materials required to complete a task
A change to the number of units for which a task is to be completed
Additional work, not specified in the proposal, required in order to complete a task
If there is a reasonable expectation that a change in scope will result in exceeding the allowable 25% buffer then a replacement proposal may be issued of the proposal may be varied
If a replacement or variation is issued then work cannot commence or continue until the client has accepted the variation or replacement, as per normal acceptance procedures
If a replacement or variation is not accepted then work stops and all work done so far is payable by the client if full as per our standard payment terms
We endeavour but do not guarantee to alert customers of a breach of the 25% buffer
9. Novel work
Clients may request additional, novel work once work once a proposal has begun
Novel work is work which is not covered by a proposal, and is not required for the proposal
Any such requests are treated as new and separate engagements, as outlined in Engagement (above)
10. Client Responsibility
It is the client’s responsibility to:
Back up all data prior to the commencement of work
Ensure a reliable internet connection
Ensure reliable power
Ensure a reliable internal network
Inform us of anything which may impact our work
Have passwords and allow access to supported systems
Accept full responsibility for requests made which lead to billable work
Provide a safe working environment
Act in a professional and legal manner
11. Payment Terms
Hardware, software, prepaid support, iCare managed services (all sub-types), hosting
Due in advance, for the duration of the service or to proceed with a purchase
Written proposals
50% due in advance for estimated labour
All other services and invoices
7 days after an invoice is issued
12. Payment Methods
All clients are required to setup an automatic payment method upon engagement and before any work can commence
Automatic payment options include:
Direct debit from bank account
Credit card
Payments for repeating services are automatically processed on the due date shown on an invoice
Payments for ad-hoc services must be authorised by clients by the due date shown on an invoice
13. Property
All hardware, software, access to services (including hosted services), and passwords created as part of works remain our property until all outstanding payments are made in full. Returns, re-activations, and re-installations will attract our standard fees plus any associated costs.
14. Suspension of Services
Services will be suspended for clients which either:
Have uppaid overdue invoices
Have not signed up for a direct debit method (including a mandate to process repeating service invoices)
15. Difficulty and Default
Clients are automatically placed in default if invoices are not paid by the due date shown on the invoice.
Clients in default are required to arrange a payment plan so as to avoid default actions.
Default may result in any or all of the following actions, without further notice.
Further attempts to automatically process a payment via direct debit method on file
The suspension of services, including hosted services
Denial of access to hardware, software, and services
Formal debt recovery
Registration of a default with credit rating services
A 5% surcharge per 28 day period of the remaining balance, as calculated by the due date
16. Recovery of Costs
In the event of formal debt recovery for an outstanding invoice, we will add any costs associated with commencement of the process to the outstanding invoice. We will also attempt to cover any and all subsequent costs associated with the recovery of the debt.
In the event where an overdue account is referred to a collection agency and/or law firm, clients will be liable for all costs which would be incurred as if the debt is collected in full, including legal demand costs.
17. Indemnity
Clients agree to indemnify and keep indemnified us against any client losses, or actions and resulting losses by third parties which occur as the result of actions taken by us in the case of a default, as outlined above.
18. Telephone Calls
All calls to and from us are recorded, for training, quality assurance, and (if required) as evidence in any disputes.
19. Loss
It is the client’s responsibility to backup all data before work commences. We take all measures to protect your data but cannot be held responsible for data loss for any reason. We cannot be held responsible for the loss of productivity, opportunity, or for financial impact to your business for any reason including loss of time, materials, equipment, software, or data.
Clients agree to indemnify us and keep us indemnified from any 3rd parties for any reason.
20. Complaints & Feedback
If you are dissatisfied with any of our products or services you should contact the Finance, Marketing, and Operations Director by ringing 1300 469 622 or emailing info@ihelpit.com.au detailing your concerns. We treat all concerns seriously and welcome any feedback you have to help us improve our services.