Terms & Conditions

Supporting local business, protecting service quality, and setting clear expectations for every client relationship.

1. Commitment to Local Business

SBITS is committed to supporting local Kāpiti Coast and Wellington businesses with reliable, high‑quality IT support. Our service model is built around long‑term relationships, personalised care, and consistent delivery. To maintain this standard, we intentionally limit the number of new clients we onboard each month to ensure service quality is never compromised.

2. Onboarding Capacity

To ensure consistent service delivery and technician availability, SBITS may limit or schedule onboarding based on current workload. If onboarding capacity has been reached, new clients may be offered the next available onboarding slot or placed on a priority waitlist.

3. Service Availability

All services are subject to technician availability and workload. SBITS may schedule work based on capacity to ensure quality, safety, and fair service distribution across all clients.

4. Response Times

Response times are targets, not guarantees. Actual response times may vary based on workload, severity, and technician availability. Subscription clients receive priority over PAYG clients.

5. Monthly Support Hours

Each subscription plan includes a set number of remote support hours per month. Unused hours do not roll over. Additional remote support is billed at the published top‑up rate.

6. On‑Site Work

On‑site visits are billed separately at the published on‑site rate plus travel fees. On‑site work is subject to technician availability and may be scheduled based on workload.

7. Fair Use

Support is provided on a fair‑use basis. Excessive, unreasonable, or continuous usage beyond the intended scope of the plan may require a plan upgrade or additional billing.

8. PAYG Priority

PAYG work is scheduled subject to availability. Subscription clients always receive priority over PAYG clients for both remote and on‑site support.

9. Cloud Migrations

Cloud migrations are quoted separately based on user count and environment complexity. Migration dates may be scheduled based on workload and technician availability.

10. Payment Terms

Invoices are due within 7 days of issue unless otherwise agreed in writing. Late payments may incur a late fee of 2% per month. SBITS may suspend services for overdue accounts until payment is received.

11. Exclusions

The following are not included unless specifically stated in writing:

Hardware costs
Software licences
Third‑party vendor fees
Cabling or electrical work
Website development
Custom application support
Training outside the published training services
Recovery of issues caused by client misuse, neglect, or unauthorised changes

Additional charges may apply for excluded services.

12. Third‑Party Services

SBITS is not responsible for outages, failures, delays, or service changes caused by third‑party providers such as Microsoft, Google, internet service providers, or hardware vendors.

13. Client Responsibilities

Clients must:

Maintain secure passwords
Ensure staff follow basic security practices
Provide accurate information when requesting support
Maintain a stable internet connection
Ensure equipment is in reasonable working condition
Avoid unauthorised changes to systems under management

SBITS is not responsible for issues arising from client misuse, neglect, or unauthorised modifications.

14. Termination

Either party may terminate a month‑to‑month plan with 30 days’ written notice. Annual prepay plans are non‑refundable, except where SBITS fails to meet its obligations under these Terms.

15. Liability

SBITS is not liable for:

Data loss
Business interruption
Loss of revenue
Consequential or indirect damages

Clients are responsible for maintaining appropriate backups unless backup services are purchased from SBITS.

16. Backup Services

Backup services are optional add‑ons and billed monthly. Unless backup services are purchased and confirmed in writing, the client is solely responsible for maintaining their own data backups. Where backups rely on client‑owned hardware (e.g., external drives, NAS devices), SBITS is not responsible for data loss caused by hardware failure, corruption, theft, damage, or the device not being connected. Backup success is dependent on system availability and access. SBITS provides restore support only for data covered under an active backup plan.

17. Scope of Support

Support covers standard business IT environments. Unsupported systems, legacy equipment, or non‑standard configurations may require additional charges or may not be supported. SBITS reserves the right to decline support for systems outside our standard service scope.

18. Data Privacy

SBITS is committed to protecting your privacy and handling personal information in accordance with the Privacy Act 2020 (New Zealand).

We take reasonable steps to safeguard personal information against loss, unauthorised access, use, or disclosure. However, no system is completely secure, and you are responsible for maintaining appropriate security practices within your own organisation.

In providing our services, SBITS may collect and use personal information. We will:

Collect personal information only where necessary for delivering our services
Where reasonably practicable, collect information directly from the individual concerned and provide appropriate notice of collection (including where information is collected indirectly, in accordance with applicable law)
Use personal information only for the purpose for which it was collected, or for a directly related purpose
Take reasonable steps to ensure personal information is accurate, up to date, and securely stored
Provide access to, and correction of, personal information upon request
Only disclose personal information to third parties where required to deliver services or where permitted by law
Only transfer personal information outside New Zealand in accordance with the Privacy Act 2020
Notify affected individuals and the Office of the Privacy Commissioner of any notifiable privacy breach, as required by law

If you have any questions about how we handle personal information, or wish to request access or correction, you may contact us directly. You may also contact the Office of the Privacy Commissioner (Te Mana Matapono Matatapu) at www.privacy.org.nz.

19. Force Majeure

SBITS is not liable for delays or failure to deliver services due to events outside our reasonable control, including natural disasters, power outages, pandemics, supplier failures, or other unforeseen circumstances.

20. Variation of Terms

SBITS may update these Terms from time to time. Clients will be notified of any material changes. Continued use of services constitutes acceptance of updated Terms.

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