Last updated 5 October 2026.
How this schedule applies
This schedule applies to managed and ad hoc IT support, digital and cloud services, cyber-security work, consulting, procurement, installations, repairs, business systems, currency equipment and other technical or professional services. It forms part of the agreement under our Service Terms. The Order identifies the services actually purchased.
Authorised access and instructions
The customer authorises us to access relevant premises, devices, accounts, networks, cloud tenants and data to the extent reasonably needed for the services. The customer must identify people authorised to request work and approve changes. We may require stronger verification for privileged access, financial changes, data exports, account recovery or security-sensitive requests.
Remote-support tools may allow a technician to view or control a device. The customer should close private material not relevant to the work and tell affected users where appropriate. We will use access only for authorised support and administration.
Supported environment
Coverage is limited to the users, sites, assets and services in the Order or accepted ticket. The customer must maintain supported software, legitimate licences, vendor support and reasonable physical and cyber-security controls. Work on end-of-life, undocumented, modified or unstable systems may require a separate risk plan and may be best effort.
We may recommend remediation before taking responsibility for an environment. If the customer declines a material recommendation, we will explain the resulting limitation where reasonably practicable, and affected incidents may fall outside an SLA or fixed fee.
Backups and change risk
Unless managed backup and recovery are expressly included, the customer is responsible for current, tested and appropriately separated backups. Before intrusive work, the customer must tell us about critical systems, unusual dependencies and recovery requirements.
Technical work can expose existing faults or cause unavoidable interruption. We will use reasonable care, change controls proportionate to the work, and agreed maintenance windows where appropriate. No backup or recovery system guarantees that every item can be restored.
Cyber-security services
Cyber-security is a shared responsibility. We provide the controls, monitoring, advice, testing or response stated in the Order. The customer remains responsible for user behaviour, approvals, internal governance, prompt reporting, supported systems and implementing recommendations outside our scope.
No provider can promise that attacks, fraud, data loss or downtime will never occur. A security assessment or test reflects the systems, information and techniques available at the time and is not a certification unless expressly stated.
For a credible active threat, we may take proportionate containment action within our authority, such as isolating a device, disabling a session or blocking traffic. We will notify an authorised contact as soon as reasonably practicable. Regulatory notifications and communications are the customer's responsibility unless the Order assigns them to us.
Projects, consulting and automation
Advice and designs are based on the information, objectives and constraints provided. The customer makes final business, legal, safety, employment and investment decisions. Forecasts, savings and performance improvements are estimates unless expressly guaranteed in the Order.
For integrations and automation, the customer must test outputs and retain appropriate human review for decisions or processes where an error could cause material harm. Third-party API, AI or platform changes may require additional work.
Hardware, equipment and repairs
Quotes may be subject to inspection, parts availability and vendor pricing. We will obtain approval before materially exceeding an estimate. Replaced parts may be retained or returned as stated in the Order or warranty requirements. Data may be lost during repair or replacement, so the customer must maintain backups unless data recovery is expressly in scope.
Manufacturer warranties and consumer guarantees apply according to law. We may assist with a vendor claim but do not control the vendor's decision or timeframe. Loan equipment, if supplied, remains ours and must be used reasonably and returned in the condition expected from fair wear and tear.
Third-party services and licences
Cloud, telecommunications, software and vendor services are governed by third-party terms and may change or be withdrawn. The customer must comply with licence limits and acceptable-use rules. We will not knowingly install unlicensed software. Vendor outages and changes are outside our control, but we will provide the coordination included in the Order.
Service levels and ad hoc work
Only services expressly covered by an Order receive contractual service levels under the SLA. Ad hoc work is queued on a best-efforts basis, prioritised by impact, safety, security, existing commitments and technician availability.
Other terms
The Service Terms, Privacy Policy, Acceptable Use Policy and any applicable SLA also apply.
