WSVP Tech PTY LTD ABN: 55 650 773 032 Trading as Computerman IT

AGREEMENT SUMMARY

You (the Client) are engaging Computerman IT to provide managed IT services as outlined in this Agreement and our service proposal. By accepting this proposal electronically, you confirm your authority to enter into it on behalf of your business and commit to actively participating in our service delivery process.

This Agreement incorporates our General Terms and Conditions, which form an integral part of this contract.

KEY TERMS

Service Commitment

• Initial Term: 12 months, beginning the first day of the month following acceptance
• Auto-Renewal: Automatically renews for the same duration unless terminated per our Terms & Conditions
• Early Termination: If terminated before the commitment term ends, you agree to pay an early termination fee as outlined in our Terms & Conditions

Service Delivery

• Response Times: We aim to acknowledge service requests within 15-60 minutes during business hours, with most issues resolved within one business day
• Service Level Agreements: Detailed SLAs for different priority levels are defined in our Terms & Conditions
• Business Hours: Monday – Friday, 9:00am to 5:00pm (excluding public holidays)
• After-Hours Support: Available by appointment only at premium rates per our Rate Schedule

Your Responsibilities

• Participation Required: Active participation in scheduled reviews, training, and security initiatives
• Access: Provide full access to equipment, premises, and personnel as needed
• Standards Compliance: Maintain hardware/software standards as outlined at computerman.com.au/technology-platform
• Communication: Respond to our communications within specified timeframes
• Service Requests: Follow our standard process for logging support requests (phone, email, or portal only)

Technical Requirements

• Microsoft 365: You must maintain a Microsoft 365 Business Premium subscription for all users. These licenses are subject to Microsoft’s commitment terms (typically annual). You remain fully responsible for all licensing costs through the entire commitment period, regardless of service termination or changes to your IT provider.
• Remote Access: You consent to our installation of remote monitoring and access software
• Third-Party Vendors: Ensure we have authorization to work with your ISP, hosting providers, and other vendors

Pricing and Reviews

• Monthly Fees: As specified in your service proposal
• Price Reviews: Annual price reviews may occur as detailed in our Terms & Conditions
• Additional Services: Work outside the agreed scope will incur additional charges per our Rate Schedule

WHAT’S INCLUDED

Your managed services include:

• Proactive Monitoring: 24/7 monitoring of servers and critical systems
• Maintenance: Regular updates, patches, and system maintenance
• Support: Technical support during business hours via phone, email, and remote access
• Strategic Reviews: Quarterly IT strategy and performance reviews (requires your participation)
• Cyber Security Management: Antivirus management, security monitoring, basic threat detection, and security compliance assistance within our standard service scope
• Documentation: Access to service reports and IT asset information via our client portal

Detailed service descriptions, exclusions, and cyber security limitations are outlined in our Terms & Conditions.

IMPORTANT NOTES

Escalation Process

For critical issues requiring immediate attention, contact our Managing Director, Will Perrin, at 1300 530 000. After-hours escalations incur additional fees per our Rate Schedule.

Service Dependencies

Our ability to deliver services depends on:

• Your cooperation and participation
• Maintaining required system standards
• Providing necessary access and information
• Following our established processes

Changes and Additional Services

• All service changes require written agreement
• Additional work will be charged at our standard rates
• We may propose service adjustments to maintain profitability

AGREEMENT TERMS

Full Terms: This Agreement is subject to our complete General Terms and Conditions, which include detailed provisions for:

• Payment terms and late payment procedures
• Liability limitations and insurance coverage
• Confidentiality and intellectual property rights
• Termination procedures and consequences
• Force majeure and service interruption policies
• Dispute resolution processes

Governing Law: This Agreement is governed by Queensland law.

Contact Information:

• Phone: 1300 530 000
• Support: support@computerman.com.au
• Contracts: contracts@computerman.com.au
• Portal: https://computerman.itclientportal.com/