Terms & Conditions

Document ID: LEG-001 | Version: 1.0 | Status: Active

Purpose

These Terms and Conditions govern the provision of products and services by Troubleshoot IT.

They establish the rights and responsibilities of both Troubleshoot IT and our customers.

Our goal is to provide clear expectations, protect both parties and deliver services professionally, fairly and transparently.

Nothing in these Terms excludes or limits any rights that cannot legally be excluded under Australian law.

About Us

Troubleshoot IT is an Australian technology services business owned and operated by Robert McGregor.

We provide practical technology services for individuals, families, community organisations and small businesses.

Our services include, but are not limited to:

• Computer support
• Microsoft 365
• Microsoft Intune
• Apple Business Manager
• Device management
• Cybersecurity
• Cloud services
• Technology consulting
• Technology education and training
• AI consulting
• Business automation
• Hardware procurement
• Software implementation

Acceptance of These Terms

These Terms apply whenever a customer engages Troubleshoot IT to provide products or services.

A customer is considered to have accepted these Terms when they:

• accept a quotation;
• sign a service agreement;
• approve work by email;
• request work to commence;
• purchase products or services from us;
• continue to use ongoing services after receiving these Terms.

Customers should read these Terms before engaging our services.

Services

We will:

• perform services with reasonable care and skill;
• provide professional advice based on information available at the time;
• communicate clearly throughout the engagement;
• keep customers informed of significant issues affecting the work.

Some services depend upon third-party providers, software vendors or internet services outside our control.

Customer Responsibilities

Customers agree to:

• provide accurate information;
• provide reasonable access to equipment and accounts;
• maintain appropriate software licences;
• keep passwords secure;
• maintain backups unless backup services are specifically included;
• promptly review completed work;
• notify us of any concerns as soon as practical.

Delays in providing required information may delay completion of services.

Quotations

Unless otherwise stated:

• quotations remain valid for 30 days;
• quotations are based on the information available at the time;
• additional work outside the agreed scope may incur additional charges;
• significant scope changes will be discussed before additional work proceeds.

Pricing

Prices may be charged:

• hourly;
• fixed price;
• project based;
• subscription;
• managed service agreement;
• quoted service.

Applicable taxes will be included where required by law.

Payment Terms

Invoices are payable within the payment period stated on the invoice.

Late payments may result in:

• suspension of ongoing work;
• suspension of support services;
• recovery of outstanding amounts.

Ownership of supplied goods remains with Troubleshoot IT until paid in full where permitted by law.

Changes to Scope

Customers may request changes at any time.

Where requested changes significantly alter the agreed work, we may:

• issue a revised quotation;
• vary project timelines;
• recommend a separate Statement of Work.

No additional work will commence without customer approval.

Third-Party Products

Many services rely upon third-party products including Microsoft, Apple and other software vendors.

Troubleshoot IT is not responsible for:

• third-party outages;
• vendor licensing decisions;
• changes to vendor pricing;
• software defects outside our control.

Vendor warranties remain the responsibility of the respective vendor.

Intellectual Property

Unless otherwise agreed:

• customers retain ownership of their own information and data;
• Troubleshoot IT retains ownership of its intellectual property, documentation, templates, tools and methodologies;
• software and third-party licences remain subject to their respective licence agreements.

Confidentiality

We will treat customer information as confidential unless:

• disclosure is authorised by the customer;
• disclosure is required by law;
• disclosure is necessary to provide the agreed services.

Privacy

Personal information is handled in accordance with our Privacy Policy.

Limitation of Liability

To the maximum extent permitted by law, Troubleshoot IT's liability is limited to:

• re-supplying the affected services; or
• the reasonable cost of re-supplying those services.

We are not liable for indirect, consequential or special losses unless required by law.

Nothing in these Terms limits rights provided under Australian Consumer Law.

Warranties

We warrant that services will be provided with reasonable care and skill.

Customers acknowledge that technology can fail unexpectedly and no technology solution can guarantee uninterrupted operation.

Force Majeure

Neither party will be liable for delays caused by events beyond their reasonable control.

Examples include:

• natural disasters;
• telecommunications outages;
• internet failures;
• government actions;
• widespread cyber incidents;
• supplier failures.

Both parties will work together to minimise disruption wherever reasonably possible.

Termination

Either party may terminate an engagement by providing reasonable notice unless otherwise agreed.

Customers remain responsible for payment of work completed prior to termination.

Governing Law

These Terms are governed by the laws of the Northern Territory of Australia.

Any disputes will be subject to the jurisdiction of the courts of the Northern Territory.

Changes to These Terms

These Terms may be updated periodically.

The latest version will always be published on the Troubleshoot IT website.

Material changes will not affect work already agreed unless both parties agree.

Contact

Troubleshoot IT

Website: https://troubleshootit.com.au

Email: support@troubleshootit.com.au

Phone: 0407 204 027