1. Introduction

This Agreement (“Agreement”) governs the provision of Ad Hoc On-Demand (“ADHOC”) IT Support Services by Swazzy Pty Ltd (“Swazzy”, “we”, “us” or “our”) to customers (“Customer”, “you” or “your”) who terminate fixed, contracted IT support services with Swazzy. By continuing to engage Swazzy for IT support services following the termination of fixed support arrangements, you agree to the terms outlined herein.

2. Termination of Fixed IT Support Services

Upon termination of your fixed IT support contract with Swazzy, general IT support services previously covered under the fixed agreement will revert to Swazzy’s ADHOC Support Rates as set out in this Agreement.

3. ADHOC Support Services and Rates

Following termination, IT support services will be provided on an as-needed basis and charged according to the following rates:

3.1 Onsite IT Support [Scheduled]

• Rate: AUD $165 per hour (inclusive of GST)
• Minimum Charge: 2 hours per site visit
• Description: Proactive, scheduled maintenance and optimisation of your IT systems at your convenience.

3.2 Onsite IT Support [Same-Day Response]

• Rate: AUD $220 per hour (inclusive of GST)
• Minimum Charge: 2 hours per site visit
• Description: Rapid, same-day onsite IT assistance, ensuring fast, expert solutions to minimise downtime.

3.3 Remote IT Support

• Rate: AUD $66 per hour, billed in 30-minute increments after the first hour (inclusive of GST)
• Minimum Charge: 1 hour
• Description: Remote technical assistance via remote desktop, chat, video, and ticketing systems.

3.4 Communications Technology (COMMS TECH) Support

• Rate: AUD $220 per hour (inclusive of GST)
• Minimum Charge: 2 hours per site visit
• Description: Specialist onsite services for telecommunications, media displays, controllers, CCTV, and security systems setup, troubleshooting, and maintenance.

4. Surcharges for Out-of-Hours Service

The following surcharges will apply to all ADHOC services provided outside of standard business hours (Monday-Friday, 9:00 AM – 5:00 PM):

• After Hours (5:00 PM – 9:00 AM): +30%
• Weekends (9:00 AM – 5:00 PM): +15%
• Weekend After Hours (5:00 PM – 9:00 AM): +45%
• Public Holidays (9:00 AM – 5:00 PM): +30%
• Public Holidays After Hours (5:00 PM – 9:00 AM): +60%

All surcharges are calculated on top of the base hourly rate applicable.

5. Payment Terms

• Invoices will be issued upon completion of each service engagement.
• Payment is due within fourteen (14) days from the invoice date unless otherwise agreed in writing.
• Late payments may incur interest at a rate of 2% per month calculated daily from the due date until payment is received.

6. Service Delivery and Limitations

• Swazzy shall use reasonable endeavours to deliver services promptly but makes no warranty regarding response or resolution times.
• Services are subject to technician availability.
• Swazzy reserves the right to prioritise emergency service requests based on urgency and availability.

7. Acceptance of Terms

By continuing to request and accept IT support services from Swazzy after terminating your fixed service agreement, you acknowledge and agree to be bound by the terms and conditions set forth in this Agreement.

8. Amendments

Swazzy reserves the right to update or amend this Agreement, including the ADHOC Support Rates, by providing thirty (30) days’ notice in writing.

9. General

This Agreement shall be governed by the laws of Victoria, Australia.

If any provision of this Agreement is held to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.

10. Definitions

• ADHOC Support: Ad Hoc On-Demand IT support provided outside of a fixed service agreement.
• Scheduled Support: Onsite support arranged with at least one business day’s notice.
• Same-Day Response: Onsite support requested and delivered on the same business day.