Managed IT Plan Terms | CamCore IT Services

What a plan covers

These terms are between CamCore (ABN 60 278 921 078, PO Box 385, Rye VIC 3941) and the client named in the plan schedule. The plan schedule is the document you sign when a plan starts: it records the plan, the users or devices, the people who may approve changes, the systems in scope, any licence commitments and the target response times.

CamCore provides the Managed IT Plan selected in the plan schedule for the users, devices and services it lists. The plan inclusions are those published on Pricing and Managed IT Plans on the start date and summarised in the schedule.

Work outside the plan, such as projects, new installations, hardware and after-hours work not included in your plan, is charged separately at published rates or at a written quote, under the IT Services Terms. We will tell you before any extra work starts, and nothing is billed without your agreement.

Term

A plan starts on the start date in the plan schedule and continues month to month until it is ended under section 09.

Microsoft 365 licences supplied by CamCore follow Microsoft’s commitment terms. A licence on an annual commitment cannot be cancelled or reduced before the end of its term, and that commitment continues even if the plan ends. Commitments are listed in the plan schedule and confirmed with you before they are ordered.

Fees and payment

Plan fees are charged monthly in advance, per user or per device as shown in the plan schedule. All prices are in Australian dollars and include GST.

Invoices are tax invoices issued through CamCore Billing from billing@camcore.au and are payable by the due date shown on the invoice: 14 days unless the plan schedule says otherwise.

If an invoice is unpaid 14 days after its due date, we will remind you and may pause non-urgent work after giving you at least 7 days’ written notice. We do not charge late fees. Work resumes once the invoice is paid.

We may change plan prices by giving you at least 30 days’ written notice by email. If you do not accept a change, you may end the plan before the change takes effect at no cost other than fees already due.

Service hours and response

Business hours are 8 am to 6 pm, Monday to Friday, excluding Victorian public holidays. Requests are made through CamCore Support or help@camcore.au and are tracked in CamCore Support.

Target first-response times are set in the plan schedule. They are targets, not guarantees, and do not limit your rights under the Australian Consumer Law.

On-site support, where your plan includes it, is available within 40 km of Frankston, Victoria. Outside that area it is charged at published rates plus travel, agreed in advance.

Access and security

You authorise CamCore to access, monitor, configure and update the systems in the plan schedule to provide the plan. Access uses named CamCore accounts or delegated administration with multi-factor authentication, and is limited to what the work needs.
CamCore will never ask you to send a password, one-time code or recovery code by email, on paper or on a form.
If CamCore becomes aware of a security incident affecting your systems, we will tell you without delay and help you assess whether it is an eligible data breach under the Notifiable Data Breaches scheme.

Your responsibilities

Tell us who may approve changes for you, in the plan schedule, and keep that list current.
Use genuinely licensed software and keep subscriptions you hold directly paid up.
Give us reasonable access to devices and premises, and tell us promptly about faults or changes that may affect the plan.
Decide which data must be protected. Unless your plan includes backup, you are responsible for keeping current backups.
Follow reasonable security advice, including multi-factor sign-in for all users.

Privacy and confidentiality

CamCore handles personal information under the Privacy Policy and the Australian Privacy Principles, and only uses information from your systems to provide the plan.

Each party keeps the other’s confidential information confidential, except where disclosure is required by law.

CamCore uses suppliers to deliver parts of the plan, including Microsoft for Microsoft 365 and Synergy Wholesale for domains, hosting and licences. Their own terms apply to their products, and we will tell you which suppliers are involved in your plan on request.

Guarantees and liability

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled: to cancel your service contract with us; and to a refund for the unused portion, or to compensation for its reduced value. You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.

Where the services are not of a kind ordinarily acquired for personal, domestic or household use, and to the extent the law allows, CamCore’s liability for a failure to comply with a consumer guarantee is limited to supplying the services again or paying the cost of having them supplied again.

To the extent the law allows, neither party is liable to the other for indirect or consequential loss, and CamCore’s total liability under a plan is limited to the fees you paid in the twelve months before the claim. This does not limit liability for negligence that causes personal injury, for fraud, or any right that cannot be excluded by law.

Ending a plan

You may end a plan at any time through CamCore Support or by email. The plan ends at the end of the month already paid for.

CamCore may end a plan by giving at least 30 days’ written notice, or immediately if you seriously breach these terms and do not fix the breach within 14 days of notice.

When a plan ends, CamCore hands over documentation, transfers or removes administrative access as you direct, removes CamCore monitoring tools, and helps transfer services such as Microsoft 365 and domains to you or a new provider. Licence commitments under section 02 continue to apply.

Changes to these terms

CamCore may update these terms by giving at least 14 days’ written notice by email. If a change is materially adverse to you, you may end the plan before it takes effect at no cost. The current version, its last-updated date and a summary of changes are published on camcore.au.

Complaints and disputes

To make a complaint, use CamCore Support or help@camcore.au, or write to PO Box 385, Rye VIC 3941, and say it is a complaint. CamCore acknowledges it within two business days and aims to give you a written answer within ten business days.

If a complaint is not resolved, you can contact Consumer Affairs Victoria, or the Victorian Small Business Commission for a business dispute. Both are linked from Policies.

General

These terms, the plan schedule and the IT Services Terms are the whole agreement about a plan. If they conflict, these terms and the plan schedule prevail. Notices are given by email to the addresses in the plan schedule. If any part of these terms is unenforceable it is severed and the rest continues.

These terms are governed by the law of Victoria, Australia.

Managed IT Plan Terms. Care, month to month.