Terms of Service

These Terms of Service (“Terms”) govern your use of SyncBricks's managed IT services, consulting and related services. By engaging our services, you agree to these Terms.

Company: SyncBricks
ABN: 99 257 759 706
Email: hello@syncbricks.com.au
Location: Melbourne, Victoria, Australia

1. Services

SyncBricks provides AI-first managed IT services including but not limited to:

• --Managed IT support (helpdesk, monitoring, endpoint management)
• --Cybersecurity services (Essential Eight compliance, SOC monitoring, incident response)
• --Cloud services (migration, management, optimisation for AWS, Azure, Microsoft 365)
• --AI automation and workflow optimisation
• --IT strategy and vCIO services
• --Backup, disaster recovery and business continuity

Specific services, deliverables and timelines will be detailed in a Service Agreement or Statement of Work provided before commencement.

2. Pricing

Our pricing is based on the following model:

• --Per-user pricing: monthly fees calculated based on the number of users/endpoints under management
• --Service tiers: different service levels (Standard, Professional, Enterprise) with varying features and pricing
• --Project work: one-off projects (migrations, implementations, audits) quoted separately and agreed in writing before commencement
• --Third-party costs: software licenses, cloud subscriptions and third-party services are billed at cost or may be paid directly by the client

All prices are in Australian Dollars (AUD) and exclusive of GST unless stated otherwise. Prices are subject to review annually.

3. Payment Terms

• --Billing cycle: monthly in advance, invoiced on the 1st of each month
• --Payment terms: net 14 days from invoice date
• --Payment methods: bank transfer (EFT), credit card or direct debit
• --Late payments: overdue accounts may incur interest at 2% per month (24% per annum) or the maximum rate permitted by law, whichever is lower
• --Service suspension: we reserve the right to suspend services for accounts overdue by more than 30 days, subject to written notice

4. Service Levels

We commit to the following service levels:

• --Response times: urgent issues within 1 hour (business hours), standard issues within 4 hours
• --Resolution targets: 80% of standard issues resolved within 1 business day
• --Uptime guarantee: 99.9% uptime for managed infrastructure (excluding scheduled maintenance)
• --Scheduled maintenance: communicated at least 48 hours in advance, performed outside business hours where possible
• --Reporting: monthly service reports including ticket volumes, response times, resolution rates and system health

Specific service levels may vary based on the agreed service tier and will be detailed in your Service Agreement.

5. Limitation of Liability

To the maximum extent permitted by law:

• --SyncBricks's total liability for any claim arising from our services is limited to the amount paid by the client in the 12 months preceding the claim
• --We are not liable for indirect, consequential or incidental damages including loss of profits, data, business opportunities or goodwill
• --We are not liable for damages resulting from client misuse of systems, unauthorised access due to client negligence, force majeure events or third-party service failures
• --Nothing in these Terms excludes, restricts or modifies any statutory rights or guarantees that cannot be excluded under Australian Consumer Law

6. Termination

• --Notice period: either party may terminate the Service Agreement with 30 days written notice
• --Immediate termination: either party may terminate immediately for material breach that is not remedied within 14 days of written notice
• --On termination: the client is responsible for all fees incurred up to the termination date. We will provide reasonable assistance with transition to a new provider
• --Data return: upon termination, we will return all client data in a standard format within 14 days at no additional cost

7. Governing Law

These Terms are governed by the laws of Victoria, Australia. The parties submit to the exclusive jurisdiction of the courts of Victoria and any courts entitled to hear appeals from those courts.

Any disputes arising from these Terms or our services will first be addressed through good-faith negotiation. If unresolved, disputes will be referred to mediation in Melbourne, Victoria before any litigation.

8. Changes to These Terms

We may update these Terms from time to time. Material changes will be communicated to clients in writing at least 30 days before they take effect. Continued use of our services after changes take effect constitutes acceptance of the updated Terms.

Contact

For questions about these Terms of Service, please contact us at hello@syncbricks.com.au.