On-Demand IT Support Terms and Conditions

These terms apply to on-demand (pay-as-you-go) IT support provided by Computer Mechanics Franchising (ABN 16 106 648 999), trading as Computer Mechanics and ITSupportPerth (“we”, “us”), to a business customer (“you”).

They operate alongside the Computer Mechanics Terms and Conditions published at www.computermechanics.com.au. Where the two conflict, these terms apply to on-demand IT support, as agreed in writing under clause 2.1 of those terms.

By requesting work, approving a quote, or purchasing pre-paid hours, you accept these terms. There is no fixed term, minimum spend or retainer. Managed services plans are covered by a separate agreement.

We provide IT support on request, remotely or onsite, including:

• Desktop and laptop troubleshooting and repair
• Network troubleshooting and support
• Remote end-user assistance
• Microsoft 365 administration and support
• Hardware setup, replacement and configuration
• General business IT support and maintenance

Each request is treated as a separate job. Work outside this list may be quoted separately.

Business hours are 9:00am to 5:30pm, Monday to Friday, excluding gazetted public holidays. On-call cover is available outside these hours for genuine emergencies.

On-demand work is provided on a best-efforts basis. We aim to respond the same business day, but any response time or completion date we give is an estimate, not a commitment. Guaranteed service levels are available only under a managed services plan.

We will try to complete work onsite or remotely. Some faults may need equipment to be taken to our workshop or a third party for diagnosis and repair.

Requests can be raised by phone on (08) 9325 1196 or by email to help@computermechanics.com.au.

All prices are in AUD and exclude GST, which is added to every invoice. Parts and hardware are charged separately from labour.

Any part of a 30-minute block is charged as a full block. Written quotes are valid for 7 days. We may review our rates by giving you 30 days’ written notice.

You may choose one of the following:

1. Pre-paid labour hours (support packs). You buy a block of hours upfront. Time for each job is deducted from the balance, and we report the remaining balance on request. Once purchased, a block cannot be cancelled and is non-refundable. Unused hours expire 12 months after purchase.
2. Quoted work. We issue a quote and a tax invoice before work starts. Work begins once the quote is approved and paid. If a job takes longer than quoted, we will contact you for approval before continuing past the quoted amount.
3. Invoice after completion (approved credit account). We complete the work and invoice afterwards. A valid credit card must be kept on file, and you authorise us to charge it for any invoice unpaid by its due date. An account fee may apply per invoice; we will advise it in advance.

Invoices are due within 7 days of issue. We accept bank transfer (BSB and account number on the invoice), an online payment link, and credit card.

If an invoice is not paid by its due date, we may:

• charge a $12 late payment fee and send a revised invoice;
• charge interest at 2% above our principal banker’s corporate reference rate, calculated daily;
• recover reasonable collection costs, including debt collection agency fees; and
• pause further work until the account is paid.

If you dispute part of an invoice, tell us in writing within 7 days of receiving it and pay the undisputed amount by the due date. We will work with you in good faith to resolve the disputed part.

• Back up all software, data and files before work starts. This is a fundamental term: we are not responsible for any loss, alteration or corruption of data.
• Give us timely access to your premises, systems and staff, plus the passwords and admin approvals needed to do the work.
• For onsite visits, have a person aged 18 or over present throughout, and provide a safe workspace, power and internet access.
• Hold valid licences, installation media and product keys for all software you ask us to install or support.
• Confirm you have the right to give us access to any data or equipment, including any consents needed under the Privacy Act 1988 (Cth).
• Tell your staff about planned restarts or downtime, and report faults promptly.

Mandatory repair notices (Competition and Consumer Act 2010): goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired, and refurbished parts may be used. Repair of goods may result in loss of data.

Parts and hardware we supply carry the manufacturer’s warranty. Title passes to you once paid in full; risk passes on delivery to your premises.

If we cannot solve a problem, we will not charge further labour for that problem. If the solution is to upgrade or replace hardware or software and you choose not to, our commitment is met. If a fault returns within 30 days because our work was not done properly, we will fix it at no further labour charge. New or unrelated faults, pre-existing damage, and third-party changes are not covered.

We keep your information and data confidential and access it only as needed to perform the work. We handle personal information under the Privacy Act 1988 (Cth) and our Privacy Policy. Credentials you give us are stored securely and used only for your jobs.

Nothing in these terms excludes, restricts or modifies rights you have under the Australian Consumer Law that cannot be excluded, or liability for fraud, death or personal injury.

To the extent permitted by law:

• our liability for services is limited, at our election, to supplying the services again or paying the cost of having them supplied again;
• our liability is reduced to the extent you caused or contributed to the loss;
• we are not liable for loss caused by third parties, third-party hardware or software, power surges, misuse, or events outside our control; and
• we are not liable for indirect or consequential loss, including lost profits, business interruption, or loss or corruption of data.

If you cancel an onsite visit with less than 24 hours’ notice, we may charge a cancellation fee equal to the first hour of labour ($175 ex GST). Either party may stop using this arrangement at any time by written notice; work already done remains payable.

We may update these terms by giving 30 days’ written notice. These terms are governed by the laws of Western Australia, and the parties submit to the jurisdiction of its courts.