IN YOUR CORNER. IN PRACTICE.
Trust is easier when you know what to expect. These are the principles and everyday service terms behind working with NICT.
We explain the problem, realistic options and relevant trade-offs. We consider what you already have before recommending another product or subscription. Where NICT supplies or resells a recommended service, we make that role clear.
You choose what to approve. We document who may authorise work, approve spending and speak to suppliers. NICT acts within the authority you grant; a conversation with a provider is not permission to purchase something for you.
We identify responsibilities, explain findings in plain English and record agreed work. In a co-managed arrangement, we coordinate with your existing team and agree who owns monitoring, maintenance, incidents and supplier follow-up.
THE WORKING ARRANGEMENT
We confirm the services, devices, access, charges and responsibilities before starting. An enquiry does not activate a subscription or authorise chargeable work. Your accepted quote or service agreement records the specific engagement. These website terms are a general summary; they do not change an existing agreement merely because this page is updated.
Each workstation and server within NICT’s ongoing support scope needs an agreed agent subscription. Onboarding is mandatory before we assume an ongoing role. It establishes your environment, access, existing issues, responsibilities and authority. Existing NICT clients are reviewed for work already completed before additional onboarding costs are confirmed.
Co-management includes coordinated onboarding with the current IT team. We agree tools and policies before deployment so responsibilities and changes are clear.
A one-off engagement can be arranged without an ongoing subscription, subject to availability, suitable access and an agreed task. Its responsibility is limited to the agreed work. It does not establish continuing monitoring, maintenance or representation after the engagement.
Our published hourly rates are $185.00 for onboarded, subscribed clients, $220.00 for one-off assistance and $277.50 for agreed after-hours work, all excluding GST. The rates page explains billing increments, minimum charges and business hours. After-hours work uses the after-hours rate instead of the business-hours rate.
We confirm travel charges, additional purchases and project costs before commitment. An estimate is a guide to the agreed work; an accepted fixed quote applies to its stated scope. We seek approval before chargeable work exceeds an agreed limit or expands the scope. Invoice due dates and any recurring payment authority are confirmed in your quote, order or service agreement.
Agent subscriptions provide the tools and ongoing activities specified in your arrangement. They do not include unlimited labour, every software licence or a staffed 24/7 helpdesk. Software licences, support plans, storage and projects are included only where expressly agreed. Backup scope, retention, restore checks and responsibility for responding to alerts are documented during onboarding.
Support hours and any response targets are set out in your arrangement. A response target is the time to respond, not a guaranteed repair time. Planned after-hours work requires confirmation. Hardware, connectivity and third-party services can affect the work and its timing. We explain known dependencies and advise when another provider needs to act.
Monitoring and protective measures reduce some risks but cannot promise that every incident, data loss or outage will be prevented. We discuss identified gaps and separately scoped improvements with you.
The monthly agent arrangement uses a rolling 30-day agreement with 30 days’ notice to cancel. Annual agents are prepaid at the stated annual price. Renewal, cancellation and any refund arrangements for an annual term are confirmed before purchase; this page does not create a blanket no-refund rule.
When an engagement ends, we agree an orderly handover of relevant documentation, account access and agent removal. Any additional handover work and charges are confirmed in advance. Supplier licence commitments and notice periods are identified in the applicable agreement.
Nothing in this page or our service arrangements excludes rights or remedies that cannot lawfully be excluded under applicable Australian law, including the Australian Consumer Law where it applies.
INFORMATION & ACCESS
Monitoring and support may involve device information, logs, account details and business information relevant to the task. We agree the permissions and use that access for the authorised work. Credentials should be exchanged through an agreed secure method; please do not send passwords or sensitive records through the public enquiry form.
Your enquiry details are used to respond and discuss the service requested. Sending an enquiry does not add you to a marketing list. Where a supplier needs information to resolve an issue, we confirm the relevant authority and share information appropriate to that task.
Onboarding documents how access and credentials are handled, who may authorise changes, and what happens at handover. Ask Nick if you need a copy of the privacy information or supplier arrangements relevant to your services.
KEEP THE CONVERSATION OPEN
If you have a question about advice, an invoice, access or the service received, contact Nick. We will review the concern with you, explain the position and agree the next step.