When a Service Agreement Starts
In these terms, Outpost IT, we and us mean the supplier identified in your quote, order or service agreement. You means the customer identified there. The document must identify the contracting person or legal entity before you accept it.
These terms form part of a service contract only when they are supplied or clearly linked before acceptance and you expressly accept the quote, order or service agreement that incorporates them. Acceptance may be by signature, an explicit written confirmation or a clearly explained electronic acceptance process.
Browsing this website or sending an enquiry does not accept a service contract, book a visit or authorise paid work. We confirm the work and how to accept it before starting.
Which Documents Apply
Your contract includes the accepted service agreement, quote or order, any expressly agreed changes and these terms. If they conflict, a specifically negotiated provision takes priority, then the accepted service agreement, then the quote or order, then these terms. Non-excludable legal rights take priority throughout. An invoice records agreed charges and cannot introduce new contractual conditions by itself.
The Acceptable Use Policy applies to the services for which it is expressly incorporated. Our Privacy Policy explains handling of personal information. We identify relevant outside-provider conditions before you commit to those products. Their conditions do not remove our own obligations to you.
Agreeing the Work and Price
Before work begins, we agree the tasks or deliverables, included equipment and users, price or charging basis, relevant dates and each party’s responsibilities. Tell us the purpose you need the work to achieve, important dependencies and any deadline that matters. We explain known limitations before you decide.
A proposal may contain options; only accepted items are included. Products, licences, visits, ongoing maintenance and specialist recovery are included only when specified. A starting price is not a promise that every business receives the same package.
If investigation shows that different work is needed, we explain the findings and obtain your approval of the changed scope and cost before doing that additional work.
Managed Business IT and Support
Managed Business IT starts from $9.99 per day, with included work and the final price agreed for each client before starting. Your agreement identifies supported computers, accounts and applications, how your team requests help, service hours, response arrangements and any separately charged work.
There is no single response time promised to every client. Ongoing support does not automatically include unlimited work, continuous monitoring, after-hours attendance, replacement equipment or every project. These items can be discussed and included expressly where available.
Explain the business impact when reporting an issue. The website enquiry form is not an immediate incident-response channel. We use the support arrangements agreed with you and explain when another provider or specialist is needed.
Authority, Access and Customer Information
You must have authority to request work on the equipment, accounts, websites and information involved. Identify who can approve work and costs for your business, and tell us promptly when their authority changes. We may reasonably verify an instruction before changing access, payment details or important settings.
Provide accurate information, lawful software licences and the access reasonably needed for the agreed task. Keep control of your business accounts and recovery contacts. Use an agreed secure method to share access; never put passwords or sign-in codes in a public enquiry.
Remote access is limited to authorised service purposes and the agreed access arrangement. Tell us about access restrictions, sensitive information and required staff permissions before work starts.
Website Hosting, Email and Outside Providers
Hosting, domain names, email and website maintenance are different services. Your agreement identifies which we provide or manage, the underlying providers where relevant, storage and usage limits, renewal arrangements and who looks after updates, security and backups.
Outside platforms have their own licences, availability and support processes. We explain relevant dependencies and known limits, and remain responsible for the work we agree to perform. A supplier outage does not automatically excuse our own failure to take reasonable care or provide agreed assistance.
Continuous availability, an Australian storage location or a particular recovery time applies only if expressly confirmed for your service. Planned maintenance and interruptions should be communicated where reasonably practicable. Email delivery can also depend on recipient systems and filtering.
Domain Names, Renewals and Website Moves
For domain work, we agree the registrant, registrar, eligible name, registration period and renewal responsibility. Give accurate contact and eligibility information and keep it current. Registration depends on availability and the relevant registry rules; an enquiry or quote does not reserve a name.
Automatic renewal or a recurring commitment must be disclosed and agreed, including how to cancel. We explain renewal prices and material supplier changes before committing you where reasonably possible. If domain renewal is our agreed responsibility, we must carry it out with appropriate care.
Before a move, we agree access, copies of files, email handling, domain routing settings (DNS), checks and the changeover plan. Transfers can involve delays or interruptions. Keep the old service until the agreed checks are complete.
Website Projects, Reviews and Launch
A website scope identifies pages, features, content responsibilities, design direction, included revision rounds and the review and launch process. Hosting, paid tools, online payments, booking services and later maintenance are specified separately when relevant.
Provide timely content and consolidated feedback through your nominated contact. We give you a reasonable opportunity to check wording, business claims, links, forms and the agreed functions. Silence does not count as approval. We obtain express approval before publishing a new site or a material agreed launch.
We agree relevant devices, browsers and accessibility requirements for the project. Search-friendly work does not guarantee rankings, traffic, enquiries or sales. Delayed content or changed requirements may affect timing; we discuss a revised plan and any additional cost before proceeding.
Content, Ownership and Handover
You retain rights in material you supply and must have permission to use it. You give us permission to use it only as needed to deliver the work. We ask before using your name, logo or work in our marketing.
The quote or agreement must explain ownership or the licence for custom deliverables, when rights take effect and which editable or source files are supplied. Our existing tools and reusable materials remain ours, with the usage rights needed for the agreed deliverables explained. Outside software, fonts, photos and other licensed components remain subject to their licences; open-source rights are preserved.
We agree a practical handover covering the included files, account access, instructions and renewal responsibilities. Payment disputes do not transfer ownership of your existing content or accounts to us.
In-Person Visits and Workplace Safety
A visit is booked only after we confirm location, availability, time, expected work and price. Travel, call-out or cancellation charges apply only if explained and agreed before booking. If either party needs to reschedule, they should give as much notice as reasonably possible.
Arrange authorised entry, a suitable work area and access to the relevant equipment. Tell us about known hazards, fragile equipment, building restrictions or work requiring a landlord’s permission. We take reasonable care and may pause unsafe work while a safer approach is arranged.
We agree permission before moving equipment or making physical changes. Electrical, building or regulated cabling work requires an appropriately qualified person and is not included simply because a computer visit is booked.
Computer Setup, Diagnostics and Repairs
We agree any assessment charge and what it covers before examining a device. Investigation may identify several possible causes without producing a successful repair. We explain the findings, proposed parts, compatibility, likely limitations and repair or replacement options before further paid work.
Tell us about damage, previous repairs and important files. Before a reset, storage replacement or another step that could erase information, we discuss the risk and obtain specific authorisation. Backups and file recovery must be addressed expressly; recovery cannot be assumed.
New, used or refurbished parts must be identified and agreed. Any manufacturer’s warranty is additional to Australian Consumer Law rights. Where we supply goods or services, we remain responsible for remedies the law requires rather than simply directing you to the manufacturer.
Security, Backups and Recovery
The agreed scope identifies which accounts, devices and files receive security or backup work, the products used, who checks alerts and copies, retention periods and any recovery checks. Online file storage or synchronising folders is not automatically a separate backup.
We perform our agreed responsibilities with reasonable care. You carry out your agreed tasks, keep us informed of important changes and tell us promptly about suspicious activity or failed copies. We explain known gaps and proposed improvements so you can make informed decisions.
No security product removes every risk, and recovery depends on usable copies and the condition of the information. Incident containment, investigation and restoration beyond the agreed service require a separate scope, except for proportionate urgent containment permitted by the agreement or law.
Confidentiality, Privacy and Incidents
Each party protects the other’s confidential information with reasonable care and uses it only for the service relationship. Disclosure is limited to authorised people and providers who need it for that purpose, or where required by law. Information already lawfully public or independently obtained is not confidential merely because it is discussed during the work.
Provide personal information only when you have authority and it is needed. We handle it as explained in our Privacy Policy and any agreed data arrangements.
If an incident affects information involved in our work, we cooperate promptly, share relevant facts through appropriate channels and discuss containment and recovery. Each party remains responsible for its applicable legal notification duties. Investigation or confidentiality must not prevent a required report.
Invoices, Payments and Variations
The accepted quote or agreement explains currency, GST treatment, deposits, milestones, recurring charges and payment dates. We do not add an undisclosed minimum fee, late fee, travel charge, renewal commitment or cancellation charge through these terms.
Raise an invoice concern as soon as reasonably possible, identifying the amount and reason, so we can investigate. Pay amounts genuinely due and undisputed on the agreed dates. Raising a dispute later does not remove a legal right to challenge an incorrect charge.
Price or scope changes require agreement before the changed work or commitment. For ongoing services, we give reasonable advance notice of a proposed change and explain available choices. Updating this webpage does not retrospectively change an existing contract or treat silence as acceptance.
Delays and Events Outside Our Control
Both parties should promptly explain a delay, its likely effect and practical steps to reduce disruption. Supplier shortages, network failures, severe weather and other events outside reasonable control may require a revised timetable. They do not excuse avoidable failures, existing payment obligations for properly supplied work or duties that the law preserves.
We discuss workable alternatives, including pausing affected work. If a material interruption continues and the agreed purpose cannot reasonably be met, either party may seek to end the affected work on reasonable written notice. Charges and any refund are assessed against work properly supplied, approved commitments that cannot reasonably be recovered, and your statutory rights.
Fair Suspension and Ending Services
For a material breach, including overdue undisputed payment, the affected party should explain the problem in writing and give a reasonable opportunity to put it right before suspending or ending the affected service. Action must be proportionate to the problem and consider the likely effect on business information and other services.
Immediate limited containment may be necessary to address serious active security harm, unlawful activity or a legal requirement. We explain the action and next steps as soon as reasonably and lawfully possible, and reassess restrictions when the risk is controlled.
Ordinary cancellation follows an expressly agreed minimum term and notice period. If none is agreed, either party may end an ongoing service on reasonable written notice. Statutory cancellation and remedy rights are preserved.
Final Charges, Transfers and Data
When work ends, we explain final charges, completed work and any refund due. Approved supplier commitments that cannot reasonably be cancelled must be identified; there is no automatic charge for every unused month or rule that all payments are non-refundable. Consumer remedies take priority.
We cooperate with a reasonable transfer of your accounts and information. Any additional migration work and cost require agreement. We do not claim ownership of customer data or use access to your existing accounts as leverage over a disputed invoice.
Before routine deletion of service data, we explain the applicable retention period and give a reasonable export opportunity, subject to law and unavoidable provider limits already disclosed. Copies retained for legal records or agreed backup cycles remain protected and are not a continuing recovery service.
Your Rights and Responsibility for Loss
Nothing in this contract excludes, restricts or changes a consumer guarantee, remedy or liability that cannot lawfully be excluded under Australian Consumer Law or another applicable law. These rights can apply to business customers. Depending on the circumstances, remedies can include fixing the problem, replacement, refund, cancellation and compensation.
Each party is responsible for loss to the extent caused by its breach, negligence or other legal responsibility. Responsibility is assessed in light of each party’s contribution and applicable law. Both parties should take reasonable steps to reduce avoidable loss.
A warning about technical risk, outside providers, backups or customer responsibilities does not excuse our failure to perform agreed work with due care and skill or remove a non-excludable remedy.
Questions, Disputes and Governing Law
For a question or complaint, contact your agreed service contact or use our enquiry form. Explain the issue and the outcome you seek without sending passwords or unnecessary private information. We will consider the information, discuss a practical response and cooperate in resolving the issue.
You may seek assistance from a consumer protection agency, tribunal or court at any time where permitted by law. These terms do not require a paid dispute process before you exercise a legal right.
Queensland and applicable Australian law govern the agreement, subject to rights that cannot be displaced. Nothing requires proceedings in a place that unlawfully restricts those rights. Confidentiality, accrued payment obligations, applicable ownership and licence provisions, and legal remedies continue where their purpose requires after the service ends.