Terms & Conditions
Effective 1 Jan 2020
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 store front. 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.
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.
Our standard service area and minimum charges are shown in our rate card.
Support & Services
By support we mean installation, configuration, management, maintenance, and upgrades (as applicable).
- Apple hardware and included software, Mac OS X Server
- Microsoft Office
- Kerio Control
- Firefox, Chrome, Adobe Reader, Java, 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
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
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
- 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
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
- 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)
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
- 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
- Manually, by the client, via credit card or direct deposit
- If before an invoice is due
- Before any work can commence or purchases made
- Written proof of payment should be supplied to avoid potential automatic payment processing
- Automatically, by us via direct debit method on file
- If upon or after an invoice is due
- Upon due date for all hosting services
- If clients request a purchase to be processed via direct debit method on file
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.
Difficulty and Default
Clients are experiencing difficulty in paying are urged to contact us to arrange a payment plan, to assist in avoiding default actions. Default occurs if an invoice remains unpaid after the due date. 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
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.
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.
All calls to and from us are recorded, for training, quality assurance, and (if required) as evidence in any disputes.
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.
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 firstname.lastname@example.org detailing your concerns. We treat all concerns seriously and welcome any feedback you have to help us improve our services.