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Sai I.T. Pty Ltd ABN 45 149 280 106 (“we”, “us”, “our”)
Version 1.5, effective 6 October 2026
1. About these terms
These terms apply to all goods and services we supply to you (“the customer”), together with the quote, order form or service agreement you accepted (“Agreement”). If there is a conflict, the signed or expressly accepted Agreement prevails. By accepting a quote, signing an Agreement or engaging us to supply goods or services, you agree to these terms.
2. Quotes, scope and acceptance
Unless otherwise stated, quotes are valid only for the period specified in the quote or, if no period is stated, for 7 days from issue. Prices for hardware, software, licences, subscriptions and other third-party items are based on our suppliers’ prices and availability at the time we issue the quote. If a supplier changes its price or availability before we place your order, we may revise the quote or withdraw it by telling you in writing. If you have already accepted the quote, we will tell you about the change before ordering, and you may accept the revised price or cancel the affected items without charge. Our labour and service prices are not affected by this paragraph.
You may accept a quote by signing it, approving it electronically, replying in writing, or instructing us to start work. Our work is limited to the scope in the accepted quote or Agreement. Quotes are based on our understanding of your environment, and we may revise them if the actual environment or requirements differ.
3. Managed services and break-fix
Managed services are recurring services delivered under an agreed scope, quote or service schedule, such as monitoring, patching, backup oversight and security tooling. They include only what is expressly listed as included.
Break-fix and ad hoc services are reactive or project services provided on request and charged at our rates in force at the time (currently $165.00 per hour including GST) unless otherwise agreed. Break-fix services do not include guaranteed response times, proactive monitoring, backup verification or security management unless we have agreed to those in writing.
4. Out-of-scope and separately charged work
Unless expressly included in your quote or Agreement, the following are outside scope and may be charged separately: onsite attendance, after-hours or public holiday work, projects, migrations and relocations, hardware and software supply, freight, user administration (such as onboarding, offboarding and password resets), work on unsupported or non-standard systems, and data recovery. We will seek your approval before starting out-of-scope work where reasonably practicable.
5. Response times
Response times we publish or agree are targets, not guarantees of resolution. They run from when a request is correctly lodged under clause 6 and apply during our standard business hours unless the Agreement says otherwise. They do not apply to the extent a delay is caused by third-party outages, events outside our control (clause 24), your failure to give us access, approvals or information, or systems that do not meet the standards in clause 8.
6. Support requests
Please lodge support requests by email to admin@saiit.com.au, or through any other support channel we nominate from time to time. For urgent or critical issues, please also phone us on 08 6465 4488. Requests sent through other channels may take longer to action until they are properly lodged.
7. Your responsibilities
You must:
If access, information or approvals are delayed or withheld, we may delay the affected services and charge for additional time reasonably incurred as a result.
8. Minimum technical standards
To receive managed services and any response targets, your environment may need to meet reasonable minimum standards, such as supported operating systems and hardware, current security software, multi-factor authentication, and appropriately controlled administrator access. We will tell you what applies to you. If your systems don’t meet those standards, we may limit support, the response targets may not apply, and we may recommend upgrade work. We will still use reasonable efforts to support non-compliant systems where we can.
9. Authority to act on your behalf
Where reasonably necessary to deliver the services, you authorise us to access your systems, accounts and data; configure and manage your licences, subscriptions, backups and security tools; liaise with your third-party providers (such as internet, cloud, domain, telephony and software vendors); and accept vendor and licence terms on your behalf. Where those vendor terms contain a minimum term, a cancellation fee or other significant cost to you, we will tell you before we accept them. You can limit this authority by telling us in writing.
10. Pricing and GST
All prices are in Australian dollars and include GST unless stated otherwise. Hardware, software, licences and other third-party items are charged at the price quoted, as adjusted under clause 2, and may be non-refundable once ordered. For ongoing services, we may adjust pricing to reflect changes in vendor, licensing or labour costs by giving you at least 7 days’ written notice, and you may cancel the affected service before the change takes effect without a cancellation fee (other than amounts already committed to a provider under clause 17).
11. Payment
You agree to pay all fees, charges, disbursements and taxes in accordance with our accepted quote, proposal, service agreement, direct debit authority or other agreed payment arrangement, and any invoice we issue that is consistent with them. “Disbursements” means reasonable third-party costs (such as licences, domain registrations, hardware and carrier charges) that we incur on your behalf and have told you about. This clause is subject to your rights under clauses 13 and 23 to dispute an invoice. Payment is due by the due date shown on the invoice, or within 7 days of the invoice date if none is shown. Please pay by bank transfer or another method listed on the invoice and quote the invoice number. We invoice recurring services in advance.
12. Late payment
If an amount is overdue, we may recover our reasonable costs of collection, including debt recovery and legal costs. We won’t charge more than our genuine, reasonable costs.
13. Suspension
If you do not pay an amount by the due date, we may, after giving 7 days’ written notice, suspend the affected services until payment is received. This does not apply to an amount you have disputed in good faith, on reasonable grounds, by written notice to us (stating your reasons) within 7 days of receiving the invoice. An invoice not disputed within that time is treated as undisputed. You must still pay all undisputed parts of the invoice by the due date.
If we reasonably consider that a dispute is not genuine, or it is not resolved within 14 days, we may suspend the affected services after giving 7 days’ written notice, unless you pay the disputed amount under protest. In that case we will keep supplying the services, resolve the dispute under clause 23, and refund any amount found not to be owing. Services will be restored promptly after payment.
We may also suspend services without notice where reasonably necessary to protect the security of our systems or other customers’ systems, but only for as long as the risk continues.
14. Goods and ownership
Goods remain our property until paid for in full. Until then, you must keep them insured and identifiable, and must not sell or encumber them without our consent. You agree that this clause creates a security interest in the goods, and that we may register that interest on the Personal Property Securities Register.
15. Microsoft 365 and subscription services
Microsoft 365 licences and other subscriptions are supplied on the basis that the provider must be paid when due, and we usually pay the provider in advance for the licences we supply to you. Where you have paid us for a subscription, we will pay the relevant provider on time so that the service is not interrupted by our failure to do so. If you do not pay an amount that has not been validly disputed under clause 13 by the due date, we may, after giving 7 days’ written notice, suspend or cancel the affected services, and the provider may also suspend or restrict them under its own terms. To the extent permitted by law, we are not liable for interruption or loss of access resulting from suspension for your non-payment. Services will be restored promptly after payment is received, where the provider allows.
16. Third-party services
Many services we supply or support depend on third parties such as Microsoft, NBN Co, telecommunications carriers, software vendors and hosting providers. Their products are subject to their own terms, which apply in addition to these terms. To the extent permitted by law, we are not responsible for outages, delays, changes or failures caused by those third parties, but we will use reasonable efforts to help you resolve any issues.
17. Subscriptions, renewals, cancellation and vendor commitments
Recurring services and subscriptions renew automatically for the same term unless cancelled. To cancel or change a plan, give us 7 days’ written notice, or the notice required by the provider if longer. We will confirm cancellations in writing within 5 business days.
Some products and services we supply are subject to upstream vendor commitments, minimum terms, annual commitments, non-cancellable subscription periods or vendor cancellation restrictions. We will tell you about any such commitment before you commit to it. If you request cancellation of a service that is tied to an upstream commitment, you remain liable for unrecoverable vendor charges, committed subscription terms, and any early termination or cancellation charges we incur on your behalf, to the extent we cannot reasonably avoid or recover them. We will take reasonable steps to reduce those charges, for example by transferring or reducing licences where the provider allows.
18. Cybersecurity, backups and incident response
We will provide agreed security-related services with due care and skill. However, no security tool, monitoring service or backup system can guarantee that all incidents, ransomware, data loss or unauthorised access will be prevented. Unless expressly included in your Agreement, forensic investigation, ransomware response, breach clean-up, rebuilding of systems, and regulatory or legal reporting assistance are separate services, quoted or charged at our rates. You remain responsible for your own legal and regulatory obligations and decisions, including any decision about whether to make a payment in response to an incident.
19. Data when services end
When a service ends, is cancelled or is suspended, we may remove our monitoring, backup, security and management software, and your access to related portals, backups and reports may stop. Some providers delete data soon after cancellation, in some cases immediately. Please ask us for any exports, backups or handover material before the service ends. We will give reasonable help to do this, and may charge for time beyond a minor amount. To the extent permitted by law, we are not liable for data lost because a provider’s retention rules applied after cancellation or because an export was not requested in time.
20. Privacy and confidentiality
We handle personal information in accordance with the Privacy Act 1988 (Cth) and our Privacy Policy at https://saiit.com.au/privacy-policy/. Each party must keep the other’s confidential information secure and use it only for the purposes of the Agreement, except where disclosure is required by law or is made on a confidential basis to professional advisers, insurers or contractors who need it.
21. Intellectual property
We retain ownership of our pre-existing tools, scripts, automations, methods, templates and know-how. Custom work created specifically for you transfers to you on full payment, subject to any third-party licence terms. You keep ownership of your own data and materials.
22. Consumer guarantees and liability
Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in these terms limits those guarantees. To the extent permitted by law, and where the goods or services are not ordinarily acquired for personal, domestic or household use, our liability for a breach is limited to resupplying the services or paying the cost of having them resupplied (or, for goods, repairing or replacing them). To the extent permitted by law, we are not liable for indirect or consequential loss, including loss of profit, data or business interruption.
23. Disputes
If you have a query or dispute about an invoice or service, tell us in writing within 7 days of receiving the invoice, giving reasons. We will work with you in good faith to resolve it. You must still pay any amount not validly disputed by the due date. Our right to suspend services under clause 13 continues to apply while a dispute is being resolved, subject to the pay-under-protest option in that clause. If we can’t resolve a dispute within 14 days, either party may refer it to mediation in Western Australia before starting court proceedings, except for urgent relief.
24. Events outside our control
We are not liable for delay or failure caused by events beyond our reasonable control, such as natural disasters, power or network failures, or the actions of third-party providers.
25. Changes to these terms
We may update these terms from time to time. Updated terms apply to new quotes and orders from the effective date shown. For ongoing services, we will give you at least 7 days’ written notice of any material change, and you may cancel without penalty if you do not accept it.
26. General
These terms are governed by the laws of Western Australia, and both parties submit to the jurisdiction of its courts. If any part of these terms is found invalid, the rest continues to apply. A waiver is effective only if in writing. These terms, with your accepted quote or Agreement, are the entire agreement between us on their subject matter. Clauses that by their nature should continue after services end, including those on payment, confidentiality, privacy, liability, disputes, intellectual property and data, continue to apply.
Contact us: Sai I.T. Pty Ltd, 14 Olivedale Rd, Madeley WA 6065
Phone: 08 6465 4488 | Email: admin@saiit.com.au
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