S365 – Terms of Service

Updated: 1/01/2026

These Terms of Service (“Terms”) govern how Support 365 Pty Ltd ACN 651 992 675 (“S365”, “we”, “our”) provides IT services to you (“the Client”, “you”). By submitting the Online Form or using our Services, you agree to these Terms.

1. Overview

S365 provides managed IT services, Microsoft 365 management, Google Workspace management, device management, cybersecurity services and related IT support.

Your selected Services, pricing and Commitment Period are set out in the Online Form.

2. Commitment Period & Renewal

2.1 You must select either a 6-month or 12-month commitment period (“Commitment Period”).
2.2 All Fees for each Commitment Period are invoiced and payable in advance.
2.3 This Agreement will automatically renew for the same Commitment Period unless you provide 30 days’ written notice prior to the end of the current Commitment Period.
2.4 If you terminate during an active Commitment Period, no refunds or credits will be provided.
2.5 Fees are non-refundable except as required by Australian consumer law.

3. Termination

3.1 Either party may terminate this Agreement by giving 30 days’ written notice.
3.2 S365 may suspend or terminate the Agreement immediately if you fail to pay Fees, breach these Terms, or create a security, legal or operational risk.
3.3 If you terminate during a Commitment Period, or S365 terminates due to your breach, all Fees for the remainder of the Commitment Period remain payable, and no refunds apply.
3.4 Services will cease on the termination date, subject to full payment of outstanding Fees.

4. Services Included

Services selected in your Online Form may include:

4.1 S365 Microsoft Manager

Phone and Microsoft Teams support
Microsoft 365 user management (add/remove users, password resets)
Multi-Factor Authentication (MFA) setup
Security configuration and policy management
Unlimited remote support during Business Hours
24/7 monitoring of Microsoft cloud service status

4.2 S365 Google Workspace Manager

Phone and Google Meet support
Google Workspace user management (add/remove users, password resets)
Security settings (2-Step Verification, roles, policies)
Workspace Admin Console management
Unlimited remote support during Business Hours
24/7 monitoring of Workspace service status

4.3 S365 Device Manager

Includes all features under Microsoft Manager or Workspace Manager, plus:

Device onboarding
Remote monitoring & health reporting
Security compliance & configuration
Application configuration
Infrastructure review & optimisation

4.4 Add-On Services

Add-On Services may include (but are not limited to):

Email security
Anti-virus
Backup services
Email signature management
Firewall security
Any other services listed on our website

Add-On Services are billed separately.

5. Additional Services

The following are not included unless quoted separately:

On-site attendance
Hardware supply, repair, installation or support
Work outside Business Hours
Public holiday support
Projects (e.g., migrations, rebuilds, network configuration)
Advanced consulting or architecture

Additional Services will be billed at S365’s then-current rates.

6. Client Responsibilities

You agree to:

Maintain secure access to your systems and data
Ensure all software and devices are properly licensed
Maintain reliable backups unless purchasing an S365-managed backup service
Provide S365 with the necessary access and permissions
Follow reasonable security recommendations
Ensure devices and networks remain in a supportable state
Pay all Fees on time

You are responsible for compliance with privacy, legal and regulatory requirements.

7. Fees & Payment

7.1 Fees for each Commitment Period are payable upfront at the rates published on the S365 website at the time of signing or renewal.
7.2 Current pricing is available at: www.s365.net.au/pricing (or any successor page notified by S365).
7.3 All prices exclude GST.
7.4 Interest of 10% per annum may apply to overdue invoices.
7.5 Services may be suspended for non-payment.
7.6 No refunds are offered for early termination or unused Services.

8. Service Levels

Support is provided during Business Hours: 8am–6pm AEST, Monday to Friday (NSW public holidays excluded).

Response and resolution targets are set out in Schedule 3 and are targets only.

Third-party delays (e.g., Microsoft, Google, ISPs) may affect response or resolution times.

9. Confidentiality & Privacy

Both parties agree to maintain the confidentiality of all information disclosed during the provision of the Services.
S365 complies with the Privacy Act 1988 (Cth).
Confidential information will not be transferred outside Australia without consent except where required by law.

10. Security

S365 takes reasonable measures to secure systems within the scope of the Services; however:

no IT system or cloud service can be fully secure;
Microsoft, Google, and other third-party services may experience issues outside our control;
cybersecurity requires shared responsibility.

You must maintain internal security practices (passwords, MFA, updates, policies).

11. Liability (Capped at 3 Months)

11.1 Nothing in these Terms excludes rights under the Australian Consumer Law.
11.2 To the maximum extent permitted by law, S365’s total liability for all claims is limited to the total Fees paid by the Client in the 3 months immediately before the event giving rise to the claim.
11.3 S365 is not liable for:
- a) loss of profit, revenue or business;
- b) indirect or consequential loss;
- c) data loss, corruption or restoration costs;
- d) cybersecurity incidents, ransomware or unauthorised access outside S365’s control;
- e) outages or failures of Microsoft, Google, ISPs or other third parties;
- f) issues caused by Client systems, configuration or failure to follow recommendations;
- g) restoration costs where no S365-managed backup service exists;
- h) actions of the Client or its personnel, contractors or suppliers.
11.4 No guarantee is made that services will be continuous, error-free or immune from cyber threats.
11.5 S365 is not responsible for the performance or availability of third-party products and services.
11.6 The Client indemnifies S365 against losses caused by misuse, unauthorised access, or breach of this Agreement.

12. Cybersecurity Risk Disclaimer

12.1 The Client acknowledges that cyber threats (including ransomware, phishing, malware and zero-day exploits) cannot be completely prevented.
12.2 S365 is not responsible for cybersecurity incidents unless solely and directly caused by S365’s proven negligence.
12.3 The Client agrees to maintain: MFA, secure passwords, system updates, staff awareness, and secure networks.
12.4 Cybersecurity is a shared responsibility between S365 and the Client.

13. Backup Responsibility

13.1 The Client is responsible for ensuring critical data is backed up unless the Client purchases an S365-managed backup service.
13.2 If no S365-managed backup service is purchased:
- a) S365 has no obligation to monitor, maintain or test backups;
- b) S365 is not responsible for data loss or restoration costs.
13.3 If an S365-managed backup service is purchased:
- a) S365 will manage backups as described;
- b) backup systems depend on third-party vendors;
- c) S365 is not responsible for failures outside its control, user deletions, or expired retention periods.
13.4 Data restoration is not guaranteed and may incur additional charges unless included in your coverage.