Terms & conditions

Secure IO (“We”, “Us” or “Our”) want to remain 100% transparent in our dealings with you (“client”, “Yourself” or “Your”). With this, we want our terms & conditions to be publicly available. Also, for information on our privacy policy, please click here. If you do not understand any of the following or have further questions, feel free to contact us on 1300 000 248.

Secure IO are responsible for:

• Data retention – Secure IO will maintain data validity outlined in the Managed Services Agreement/Service Level Agreement so long as no third party or your staff have intervened.
• Response Time – Secure IO guarantee to respond within the time frames set out in the managed services agreement.
• I.T. Infrastructure – Secure IO will maintain the I.T. infrastructure as determined in the Managed Services Agreement/Service Level Agreement.
• I.T. Security – Secure IO will maintain the security of your network, computers & emails as determined in the Managed Services Agreement/Service Level Agreement to ‘best practice’. (Note: This does not guarantee complete security from malicious activity, Secure IO will endeavour to secure your I.T. to the best of their ability).
• Hardware/Software Ledger – Secure IO will maintain a hardware & software ledger as we are informed of changes as per the Managed Services Agreement/Service Level Agreement.

Secure IO are not responsible for:

• I.T. Security – If you have not followed recommendations given by Secure IO regarding I.T. security, we can not be held responsible. However, you must understand there is no perfect solution & regardless, Secure IO can not be held responsible unless the incident is directly related.
• Third Party Software – Secure IO will not be responsible for issues arising from software as we are not the developers of this software.

The Client is responsible for:

• Staff – You, the client are responsible for your own staff security. Secure IO will endeavour to provide updates, information & awareness training. However, leaking of information, passwords or any other data by the client & their staff is solely the responsibility of the client.
• Minimum Standards – Secure IO will work with your current I.T. infrastructure. However, if your infrastructure is out of date/not ideal, Secure IO will recommend a ‘better’ solution. Should you not take these recommendations, Secure IO can not be held responsible for any downtime, extra labour to work with or any other issues that arise due to the current infrastructure.
• Lodging Service Requests – Secure IO will use best efforts to keep everything running smoothly. However, we can not fix what we do not know. If you fail to inform us of issues as they arise, Secure IO can not be held responsible for any downtime or other issues that arise from that situation.
• Third Party Providers – Secure IO endeavour to allow access to your I.T. securely to third party providers. However, we can not be held responsible for third party software/public facing applications that we have not developed. As such, it is the clients responsibility to keep us informed of any changes & work with us.
• Terms & Conditions – By accepting the terms & conditions outlined on this web page, your employees/contractors also implicitly agree.

Secure IO will make recommendations to the client based on bets practice. It is the responsibility of the client to employ these recommendations and/or give Secure IO the ability to implement recommendations. Secure IO can not be held responsible for issues that arise from scenarios where the client has not followed our recommendations.

Secure IO will make recommendations on the following:

• Software
• Hardware
• Public facing web portals
• Networking
• Security
• I.T. in general

Secure IO provide a minimum one year ‘return-to-base’ warranty on all hardware provided by us as laid out in Australian Consumer Law. All warranties on hardware as specified by the original manufacturer is with them directly & not the responsibility of Secure IO. If Secure IO has specified a longer warranty period this will be honored. Warranty only covers the diagnostics & replacement of the faulty part, all other labour is charged at our fee as outlined in your Managed Services Agreement/Service Level Agreement. There is no warranty on software as laid out in Australian Consumer Law.

Secure IO send invoices electronically either after completion of each job or as per your Managed Services Agreement/Service Level Agreement. For new client invoices must be paid on completion of job via EFTPOS. All other clients have until the end of that month to pay invoices. Please also note:

• Secure IO reserve the right to request 50% deposit for invoices.
• An extra 1.5% surcharge is levied for Visa/MasterCard.
• A call-out/travel fee is payable for onsite call-outs, unless included as part of your Managed Services Agreement/Service Level Agreement.
• Due to the variable nature of IT-related problems, unless specifically quoted for, all work performed will be billed for on an hourly basis.
• Quotes are valid for 7 days from date of receipt

If invoices are not paid within a ‘reasonable’ amount of time as per Australian Law, Secure IO reserve the right to send for debt collection or take legal action.

Data Ownership:

Data is defined as virtual ‘files’, ‘documents’ or ‘software’. All data created or maintained during the period & thereafter where Secure IO perform work for you is the sole property of the current owner. All data created or managed by us for the sole purpose of assisting your business or projects commissioned by you, is your property. Conversely, all data created or managed by us that is not for the sole purpose of your business or commissioned by you, is our property.

Intellectual Property:

Intellectual property is defined as ‘expressly stated ideas’ or ‘developed software/hardware’. All intellectual property created during the period & thereafter where Secure IO perform work for you is the sole property of the current owner. All intellectual property developed by us for the sole purpose of assisting your business or projects commissioned by you, is your property. Conversely, all data created or managed by us that is not for the sole purpose of your business or commissioned by you, is our property.

Employee Protection:

Employees are defined as people/staff that work in a ‘full-time’, ‘part-time’, ‘casual’ or ‘contracted’ capacity for the employer (You or Us). Employees employed by you during the period & thereafter where Secure IO perform work for you are not to be pursued or ‘poached’ by us. Employees employed by us at any time prior to or during the period & thereafter where Secure IO perform work for you are not to be pursued or ‘poached’ by you. This clause applies throughout the commitment period and for a period of twelve (12) months thereafter.

Secure IO believe in 100% satisfaction. If you are not satisfied with your service please allow us a ‘reasonable’ time to rectify the issue & restore satisfaction. Secure IO understand that not all partnerships will work smoothly, as such, we hope that the client & Secure IO part ways amicably.

Secure IO have a tiered system of delegation as per the ‘Turn-Around Time’ section below. For ticketing please follow these steps as necessary:

• Non-emergency, 1300 000 248 (ext2) | [email protected]
• Emergency, follow the escalation steps outlined in your Managed Services Agreement/Service Level Agreement.

Secure IO have tiered turn-around times tailored to your needs. Secure IO prioritizes clients that are on managed service plans. In furtherance, the following are our priorities:

• Managed Service Clients.
• Service Level Agreement Clients. (Basic maintenance/monitoring with no allocated time/pro-active plan)
• ADHOC Clients. (Only contacting Secure IO as necessary)

Secure IO appreciates your understanding that if you are in a lower tier, you will not have priority over a higher tier.

Secure IO are responsible for the integrity/security of all information in our possession. Information includes:

• Passwords
• Staff/client PII (Personally identifiable Information)
• Network layout.
• Sensitive client information.
• Banking/credit card information.
• Any other sensitive information as determined by the client.

Secure IO recommends storing all information in a secure, encrypted location. if data is lost by the client due to lack of security or not following recommendations given by Secure IO, we will not be held responsible. Please see our Privacy Policy for more information.

We reserve our right to change this policy as needed to accommodate changes in requirements, in the law and in technology.