Terms of service

Last updated: [DATE]

This is a skeleton, not a contract. The headings are the ones that matter for an IT support business, and several of them decide whether you get paid when something goes wrong. Fill them in and have a lawyer read it before you publish. Delete this box when it's done.

Who these terms are between

[Your legal entity], ABN 21545579205, and the client engaging the services.

What's included in each plan

[Spell out Support Credits, Managed Care and project work: what each covers, what is billed separately, and what is not covered at all. Be specific — this is the section that prevents arguments.]

Quotes and pricing

[Quotes are valid 30 days. Prices ex GST. How and when you revise rates, and that an issued quote holds its rate.]

Payment terms

[Invoice timing, payment period, what happens when an invoice is overdue, and whether credits are refundable.]

Credits and expiry

[Credits are valid 12 months. How on-site draws at 1.3× the remote rate, and what happens to a balance when the engagement ends.]

Access and your responsibilities

[The client warrants they're authorised to grant access to the systems, and is responsible for having their own backups before major work.]

What we don't warrant

[Hardware failure, data loss from pre-existing faults, third-party software and vendor outages. Note that nothing excludes the guarantees under Australian Consumer Law.]

Limitation of liability

[Your liability cap — commonly the fees paid over the preceding period. This clause is worth paying a lawyer to get right.]

Ending the arrangement

[30 days notice either way on Managed Care. What you hand over on exit — passwords, documentation, licence transfers.]

Governing law

[New South Wales, Australia.]