TERMS & CONDITIONS RELATING TO REPAIRS, SERVICES & SUPPORT

Terms & Conditions Introduction

The supply of goods and the delivery of services by SNC Solutions Pty Ltd (“we,” “us,” or “our”) to any client (“you”) is governed exclusively by the terms outlined below. By requesting, ordering, or permitting SNC Solutions to provide goods or services, you accept these terms irrevocably and unconditionally, without modification.

Payment Terms for Services

Billing Cycle

• Services are billed monthly in advance unless otherwise agreed in writing.
• Invoices are issued on the 10th business day of each month, with payment due within 14 days of the invoice date.

Accepted Payment Methods

• Payments may be made via bank transfer, credit card, or direct debit.
• All payment details must be kept current to avoid service disruption.

Late Payment & Suspension

• If payment is not received by the due date:
  • A reminder notice will be issued.
  • If payment remains outstanding 7 days after the due date, SNC Solutions reserves the right to suspend non-essential services, including Microsoft 365 licensing, until payment is received.
  • A reactivation fee may apply.

Grace Periods & Data Access

• Microsoft 365 licenses may enter a grace period (typically 30 days) during which limited access is maintained.
• SNC Solutions will not delete or block access to client data during suspension, but functionality may be reduced per Microsoft’s licensing policies.

Termination for Non-Payment

• If payment remains outstanding 30 days past the due date, SNC Solutions may terminate the agreement and revoke all associated licenses.
• Upon termination, clients are responsible for migrating data and securing alternative service arrangements.

Dispute Resolution

• If a client disputes an invoice, they must notify SNC Solutions within 5 business days of receipt.
• Disputed charges will be reviewed promptly, but undisputed portions must still be paid on time. 

Mandatory Repair Notices

In accordance with the Competition and Consumer Act 2010, please note:

• Goods presented for repair may be replaced with refurbished items of the same type.
• Refurbished parts may be used during repairs.
• Repairs may result in data loss.

SNC Solutions prioritises the safety of your data. Before commencing any repair, we will confirm which data you wish to back up.

Definitions

• Conditions: These Terms and Conditions.
• Customer / You: Any individual, firm, or corporation requesting goods or services.
• Goods: All products and software supplied by SNC Solutions.
• Including: Means “without limitation.”
• Services: All support provided by SNC Solutions, whether onsite, remote, or via phone.
• Remote Support: Support delivered via remote system access.
• Business Hours: Monday to Friday, 8:30am to 5.00pm AEST/AEDST, excluding public holidays.
• SNC Solutions / We / Us / Our: SNC Solutions Pty Ltd (ABN 51 659 915 775).
• Party / Parties: Refers to SNC Solutions and/or the Customer, as applicable.

Basis of Contract

Unless otherwise agreed in writing, these Conditions apply to all goods and services provided by SNC Solutions. They may not be varied or supplemented without our prior written consent.

Any written quotation issued by SNC Solutions is valid for five business days and serves as an invitation to place an order. Additional terms in the quotation may apply, provided they do not conflict with these Conditions.

General Support

• Services are provided via phone, email, remote access, or onsite visits.
• If third-party access is required, please provide 24 hours’ notice.
• All known support issues should be raised while our technician is onsite.
• Internet usage monitoring is not included in any agreement.
• SNC Solutions is not liable for internet service provision, penalties, or maintenance.
• We may recommend third-party software but are not responsible for its performance.
• We are not liable for issues caused by third-party software, whether genuine or not.
• Passwords may be stored with client approval, but clients are responsible for their security.
• Terms and conditions may be updated at any time.
• No refunds are provided for unused prepaid hours.
• Illegal material discovered on any device will be reported to authorities.
• Support is provided on a best-effort basis.

Service Plans Overview

SNC Solutions offers flexible Service Plans tailored to meet your business needs. All plans operate on a month-to-month basis with no fixed-term contracts. To cancel a Service Plan, written notice must be provided at least 60 business days prior to the end of the month.

Please note:

• Hardware and software licensing are subject to their respective contractual terms. Early termination fees may apply.
• All hardware must be under warranty.
• Third-party software must be properly licensed and covered by a current maintenance agreement.
• Operating systems must be current and fully updated. Outdated systems are not eligible for maintenance coverage.
• Security measures—including endpoint protection, backups, firewalls, and multi-factor authentication (MFA/2FA)—must be in place.

Security and backup monitoring includes:

• Endpoint protection
• Microsoft 365 monitoring
• Backup and restore testing
• Firewall and wireless security
• Firmware updates

Service Plans cover day-to-day support issues. New installations and project work are billed separately. This includes, but is not limited to:

• Device installations and upgrades (e.g., servers, workstations, firewalls)
• Implementation of new hardware or software systems

Unlicensed or pirated software is not supported under any circumstances.

Refer to the Specific Terms and Conditions for Service Plans for further details.

Service Plan Terms

Service Plans are designed for ongoing support and exclude project-based work. The following apply:

• New installations and projects (e.g., servers, networks, firewalls, third-party software, ERP/MES, CAD/CAM, cloud products) are billed separately.
• Clients must act on recommendations and requests from SNC Solutions in a timely manner.
• SNC Solutions is not responsible for issues resulting from uncompleted client tasks.
• Clients are responsible for ensuring backups are tested and operational.
• Third-party NOC/SOC services may be used to deliver support.
• Response time refers to the time taken to acknowledge and respond to a support request.
• External factors may affect response times.
• By entering a Service Plan agreement, clients grant SNC Solutions permission to access devices as needed.
• Maintenance may be performed onsite or remotely.
• If a third-party contractor is required, their fees are not covered by the Service Plan.
• SNC Solutions may cancel a Service Plan at any time.
• Unused service hours expire at the end of each month.
• To exit a Service Plan, written notice must be provided 60 business days before month-end.
• Terms and conditions may be updated at any time.
• Fees and charges may be reviewed with 30 business days’ written notice.

Service Plan Exclusions

The following services are not included in Service Plans and will be quoted separately:

• Server or new computer installations
• Switch, firewall, or UPS installations
• Hardware repairs or upgrades
• Website creation, updates, or maintenance
• SharePoint implementations or reconfigurations
• SQL database setup, changes, or maintenance
• Third-party software installations or upgrades
• Alarm or camera security systems
• CNC equipment, specialist hardware, software, or controllers
• Computer repairs, system restores, data recovery
• Ransomware removal, malware or virus remediation, breach response
• Creation of policies, procedures, cyber response plans, or disaster recovery policies  

Charges and Payment

Pre-payment is required for all third-party software installations or renewals.

Unless otherwise stated, all quoted or verbally discussed prices are exclusive of GST.

Onsite visits are charged in one-hour blocks. Any portion of an hour is billed as a full hour.

Remote support is billed in 30-minute blocks, with partial blocks charged as a full half hour.

Telephone support is billed in 15-minute increments, with any part thereof charged as a full 15 minutes.

Support may be delivered via phone, email, remote access, onsite visits, or any other method deemed appropriate by SNC Solutions.

Premium rates apply to emergency, urgent, or after-hours service requests, regardless of whether an onsite visit is required. These are billed at double the standard hourly rate, including travel time, and are subject to a minimum two-hour charge. Weekend and public holiday services are also billed at premium rates.

Any reasonable expenses incurred by SNC Solutions—such as accommodation, airfare, or other travel-related costs—will be passed on to the client and invoiced accordingly.

Hourly rates may be reviewed and updated at any time. Current rates are published on our website.

Labour time is estimated only. Charges will reflect actual time spent, including time in our workshop, onsite at your premises, and travel time.

If there is a change in the costs incurred by SNC Solutions in delivering goods or services, we reserve the right to adjust pricing accordingly without prior notice.

Payment Default

If payment is not received by the due date, or if a cheque is dishonoured, all outstanding amounts—along with any future amounts payable—become immediately due and payable without further notice.

In such cases, SNC Solutions may, without prejudice to other rights or remedies:

• Charge interest at 2% above the corporate reference rate of our principal banker, calculated daily and compounded every 30 days until full payment is received.
• Recover all costs and expenses incurred due to the default, including debt collection fees, legal costs on a full indemnity basis, and dishonoured cheque fees. This may include engaging a debt collection agency such as Dun & Bradstreet.
• Suspend the supply of further goods or services for a period deemed appropriate.
• Terminate any unperformed contracts by written notice, without affecting accrued rights under any agreement.
• Take action under the Australian Consumer Law and Fair Trading Act 2012 to dispose of any goods deemed uncollected, in order to recover outstanding charges and associated costs.

These remedies may also be exercised if:

• You are an individual and become bankrupt, or enter into any arrangement or composition with creditors.
• You are a corporation and enter into any arrangement or composition with creditors, or if a liquidator, administrator, receiver, or similar officer is appointed, or if steps are taken toward liquidation, winding up, or dissolution. 

Passing of Property

Ownership of goods supplied by SNC Solutions remains with us until full payment in cleared funds is received for all goods and any other outstanding amounts owed by you.

Until ownership passes:

• You must hold the goods as fiduciary bailee and agent for SNC Solutions.
• Goods must be kept separate from your other items, with original labelling and packaging maintained.
• Any proceeds from the sale of goods must be held on trust for SNC Solutions in a separate account. Failure to do so does not affect your obligation to treat the proceeds as trustee.
• SNC Solutions reserves the right to enter any premises where goods are suspected to be located and remove them, even if they are attached to other items. You grant us irrevocable access for this purpose and agree to indemnify us against any costs, claims, or actions arising from such recovery.

Risk and Insurance

Risk in the goods, including responsibility for theft, damage, or other loss, transfers to you immediately upon delivery to the location nominated by you.

Performance of Contract

Any delivery dates or timeframes provided by SNC Solutions are estimates only and not binding commitments. We will make reasonable efforts to meet these timelines but do not guarantee them.

SNC Solutions Warranties

We stand behind our services. If you report a problem and our diagnosis confirms that our services were not performed satisfactorily, we will work to resolve the issue promptly and at no additional cost.

You acknowledge that:

• Computers are complex systems, and issues may be more deeply rooted than initially diagnosed.
• Problems occurring after our visit may be unrelated to the services we provided.
• Equipment presented for repair may have pre-existing damage, for which SNC Solutions cannot assume responsibility.

When purchasing equipment, hardware, or software through us, you may be acquiring products on behalf of third-party manufacturers or licensors. We do not guarantee uninterrupted or error-free operation of any software or service. Software and IT systems may contain bugs or encounter unexpected issues, and downtime may occur.

If you engage us to repair, diagnose, or update third-party hardware or software, and the issue lies within the third-party product, you agree to be invoiced for the time spent. You also acknowledge that your use of such software may be subject to third-party licensing terms.

SNC Solutions honours all applicable State and Commonwealth laws regarding the supply of goods and services. Our express warranties are in addition to your statutory rights and remedies.

We comply with the Privacy Act 1988 (Cth) and our Privacy Policy, which is available on our website. You are deemed to have read and agreed to the use of your personal information in accordance with that policy.

If illegal material is discovered on your device during service (e.g., child exploitation content), we are obligated to report it to the relevant authorities.

Customer Responsibilities

You are solely responsible for:

• All data inputs, usage of goods, and outputs generated.
• Following recommendations and guidelines related to the goods, including necessary adjustments or replacements.
• Ensuring operators are properly trained and follow procedures provided by SNC Solutions or third-party manufacturers.
• Promptly reporting faults or errors in accordance with applicable fault reporting procedures.
• Performing general maintenance, testing, and adjustments as recommended to ensure optimal performance and availability of goods.
• Taking reasonable precautions during service delivery, such as notifying staff of system restarts, recording error information, and cooperating with system administration tasks.

You represent and warrant that:

• You own or have the right to manage all data, media, or equipment provided to SNC Solutions.
• You have obtained all necessary consents under the Privacy Act 1988 (Cth) for the disclosure and use of personal information.
• Your handling of data complies with applicable data protection and privacy laws.

You agree to indemnify SNC Solutions against any claims, costs, or liabilities resulting from a breach of these warranties.

As a fundamental condition, you must back up all software, data, and files prior to any service visit. SNC Solutions is not responsible for any loss, alteration, or corruption of data.

For onsite services:

• An adult (18 years or older) must be present throughout the service.
• You must provide technicians with:
  • Access to necessary areas of the premises
  • Required passwords
  • A safe working environment
  • Electrical power and internet access (if applicable)
  • Installation disks and product keys for any software being installed

Liability

To the fullest extent permitted by law, SNC Solutions excludes all conditions, warranties, representations, indemnities, and guarantees—whether implied by statute, common law, equity, trade custom, prior dealings, or otherwise. This includes, but is not limited to, implied warranties of merchantability, fitness for a particular purpose, quiet enjoyment, and non-infringement.

Unless otherwise stated, our total liability for any breach—whether express or implied—is limited to the total fees and charges paid by you under these terms up to the date of the breach.

For goods supplied to you as a consumer under the Australian Consumer Law and Fair Trading Act 2012, our liability is limited to one of the following remedies (at our discretion):

• Replacement of the goods or supply of equivalent goods
• Payment of the cost of replacing or acquiring equivalent goods
• Repair of the goods or payment of the cost of repair

For services supplied to you as a consumer, our liability is limited to either:

• Re-supplying the services
• Payment of the cost of having the services re-supplied

We are not liable for any failure or malfunction of goods or services arising directly or indirectly from:

• Third-party actions
• Actions authorised by you or your representatives
• Accidents, misuse, or abuse by others
• Unauthorised modifications
• Non-SNC Solutions products used with our goods
• Inadequate operating environments
• Damage during relocation or reinstallation
• Power surges or outages
• Acts of God or events beyond our control
• Abnormal operating conditions
• Normal wear and tear

We are also not liable for any loss or damage resulting from your breach of obligations under these terms.

Warranty-related part replacements will be performed at a location nominated by SNC Solutions. You are responsible for the cost and risk of transporting defective parts to that location.

Under no circumstances shall SNC Solutions be liable for:

• Loss of profit, business interruption, damage to goodwill, or loss of anticipated benefits
• Your liability to third parties
• Incidental, consequential, special, exemplary, or punitive damages—regardless of the legal basis, including breach, termination, statute, contract, tort (including negligence), or equity—even if we were advised of the possibility of such damages

We are not liable for any loss or damage resulting from missed delivery dates or cancellation or suspension of goods or services.

Nothing in these terms excludes, restricts, or modifies:

• Any implied condition, warranty, or obligation that cannot be lawfully excluded
• Liability for fraud or deceit
• Liability for death or personal injury caused by negligence 

Copyright in Software

SNC Solutions is not liable for any breach of software licensing terms related to software provided by you for installation on your device.

By requesting installation, you warrant that you hold a valid licence for the software and agree to indemnify and hold SNC Solutions harmless from any loss, damage, cost, or liability—direct or indirect—arising from the installation of such software.

Cancellation

If circumstances beyond our reasonable control prevent us from delivering goods or services, SNC Solutions reserves the right to cancel your order—even if previously accepted—by providing written notice.

If you cancel an on-site service request with less than 24 hours’ notice, a cancellation fee equivalent to the first hour of service (at the quoted rate) may apply to cover associated loss and expense.

No Representation or Reliance

You acknowledge that SNC Solutions, and its representatives, have made no representations or inducements beyond those expressly stated in these Conditions.

You confirm that your decision to enter into this agreement is not based on any promises, statements, or warranties regarding the capabilities, benefits, or outcomes of the goods or services.

You further confirm that you have relied on your own skill and judgment in choosing to purchase and use the goods and services.

Disposal of Goods

SNC Solutions adheres to the procedures outlined by Consumer Affairs Victoria for the disposal of goods. For more information, please refer to Consumer Affairs Victoria – Disposing of Uncollected Goods.

Cloud Services

Cloud Service subscription fees are subject to change at the discretion of the vendor and may be modified without advance notification

Antivirus or Endpoint Protection Terms

If payment is not received within 30 days, your subscription will be disabled, and users will lose access to Antivirus or Endpoint Protection services.

SNC Solutions is not responsible or liable for any viruses, malware, or other threats that may arise due to the protection service being disabled.
Please note: Cancelling your subscription before the end of the agreed term may result in early termination fees.

Termination of Cloud Backup Services

SNC Solutions reserves the right to terminate your access to the Cloud Backup Services immediately and without prior notice if payment is not received within 14 days of the invoice date.

Upon termination, SNC Solutions will make reasonable commercial efforts to notify you via the email address you provided. This notice will confirm that your access to the Cloud Backup Services will end and that your data will be permanently deleted after a specified period, with no option for recovery.
You are solely responsible for managing and removing your data prior to termination. SNC Solutions is not liable if you fail to receive the termination email, do not act on it, or if your data is deleted. Termination of services—regardless of the reason—does not entitle you to a refund of any fees previously paid.

Governing Law

This Agreement is governed by the laws of Victoria, Australia. The Parties irrevocably submit to the exclusive jurisdiction of the courts of Victoria for any disputes arising under or in connection with this Agreement.

Entire Agreement

To the extent permitted by law, these Conditions represent the complete legal and contractual relationship between the Parties regarding the subject matter. They incorporate all terms agreed upon and supersede any prior written or oral representations, negotiations, understandings, agreements, or contracts between the Parties.