These Terms and Conditions govern the provision of Managed IT Services by Just In Tech Ltd, referred to as we, us, or our, to our clients, referred to as you or your.

Our Managed IT Services may include:

• Device and endpoint monitoring
• Microsoft 365 monitoring, protection, and backup services
• Software patching for Microsoft and supported third-party applications
• Antivirus monitoring, endpoint security, and remediation support
• System health monitoring for hardware, operating systems, and supported devices
• Cloud, server, workstation, and endpoint backup management where included
• Remote and phone support within the agreed service level or plan
• Onsite support where included in the selected plan or separately agreed
• Asset tracking, lifecycle visibility, licence visibility, and password management where included

Managed IT Services are provided under the plan, tier, or service bundle agreed with you. Current Managed IT Plans may include Security+, Standard, Premium, and Premium+.

• Security+: Security-focused monitoring, patching, managed security, identity protection, and related cyber-risk reduction services.
• Standard: Security-focused services plus selected management tools, Microsoft 365 backup, and an agreed monthly remote or phone support allowance.
• Premium: A more complete managed service with unlimited phone and remote support, proactive maintenance, security services, and regular onsite support where included.
• Premium+: Premium services plus Microsoft 365 Business Premium licensing where agreed.

Plan names, inclusions, and features may change over time. Your agreed service scope will be based on the proposal, quote, or plan you accepted.

Managed IT Services are generally billed monthly, plus GST, unless otherwise agreed in writing. Billing may be based on active devices, servers, protected users, Microsoft 365 licences, backup services, security services, or other agreed service components.

• A device may be treated as active if it has checked in to our management tools within the previous 90 days.
• Devices that have not checked in for 90 days or more may be reviewed and removed from billing unless you request that they remain managed.
• You should tell us when devices are decommissioned, replaced, sold, lost, or no longer in use.
• Microsoft 365 backup and licensing may be billed based on the number of protected or licensed users.
• New users, new devices, and additional services may be added to your next invoice cycle.

Support inclusions depend on your selected Managed IT Plan, proposal, quote, or written agreement.

• Security+: Security and monitoring focused services. Helpdesk support may be limited or charged separately unless included in writing.
• Standard: Includes an agreed monthly phone or remote support allowance, such as 15 minutes per user per month where specified.
• Premium: Includes unlimited phone and remote support for eligible support requests within the agreed scope.
• Premium+: Includes Premium support plus Microsoft 365 Business Premium licensing where agreed.

Support is generally provided remotely or by phone. Onsite support may be included in selected plans or charged at our standard hourly rates. Projects, major changes, after-hours work, and out-of-scope tasks may be quoted or billed separately.

Support time may include diagnosis, remediation, testing, documentation, communication, vendor liaison where agreed, and follow-up. Tickets can be logged through our support agent, support page, email, or phone.

Where included in your plan, we provide managed patching for supported systems and applications.

• Windows updates
• Supported Microsoft updates
• Supported third-party applications such as Chrome, Firefox, Adobe Reader, Java, and other approved applications
• Monitoring for failed or missing updates where supported by our tools

Unsupported, legacy, custom, or specialist software may require manual updates, vendor support, separate project work, or may be excluded from patch management.

Where backup services are included or separately agreed, we manage and monitor backups for agreed systems and data sources.

• Microsoft 365 data such as Exchange Online, OneDrive, and SharePoint where included
• File servers, workstations, or selected folders where agreed
• NAS devices, application data, or custom backup configurations where agreed
• Backup monitoring, alert review, and restore support where included

Backup retention, coverage, restore capability, and storage limits depend on the selected service, third-party platform, configuration, and agreed scope.

Where included in your plan, we provide cyber security services intended to reduce risk and improve visibility across your managed environment.

• Managed Detection and Response, also known as MDR
• Identity Threat Detection and Response, also known as ITDR, for Microsoft 365 where included
• Endpoint protection, antivirus monitoring, and remediation support
• Patch management and security update monitoring
• Security awareness training and phishing simulations where included
• Privileged access management where included

Some security services are delivered using third-party platforms or vendors under our management. No security service can guarantee complete protection from all threats, but these services are designed to reduce risk and improve detection and response.

Unless expressly included in your plan, proposal, quote, or written agreement, Managed IT Services do not include:

• Major projects such as migrations, new site setups, network redesigns, server replacements, or major cloud changes
• Business application support, specialist software support, or vendor liaison unless agreed
• Custom scripting, software development, automation development, or integration work
• Data recovery from unmanaged systems, failed drives, corrupted data, or backups that are outside the agreed backup scope
• Hardware repairs, replacement parts, warranty claims, or physical device replacement
• After-hours support unless agreed
• Work caused by unauthorised changes, unsupported software, third-party interference, or user tampering
• Cyber incident response beyond the included managed security scope unless agreed

Excluded work can usually be quoted separately.

To help us deliver the Services effectively, you agree to:

• Maintain a stable internet connection for remote access, monitoring, and cloud services
• Notify us promptly of staff changes, new users, departing users, and role changes
• Notify us of hardware changes, device decommissioning, new devices, and lost or stolen devices
• Ensure your team follows reasonable IT security practices, including password hygiene and multi-factor authentication where required
• Not remove, disable, tamper with, or interfere with support agents, security tools, monitoring tools, or backup software
• Provide timely access to systems, accounts, facilities, vendors, and information needed to deliver the Services
• Tell us about business-critical applications, systems, data, compliance needs, and operational risks

We are not responsible for issues caused or worsened by unauthorised changes, third-party interference, unsupported systems, or failure to provide required access or information.

We treat your data, systems, access credentials, and business information as confidential. Information collected through monitoring, security tools, remote support tools, backup systems, and service systems is used to provide, secure, maintain, and improve the Services.

We will take reasonable steps to protect information we access or process while providing the Services. We may need to access personal information, business data, system logs, device information, security alerts, and usage information to deliver support and managed services.

We aim to comply with applicable New Zealand privacy requirements, including the Privacy Act 2020. You are responsible for ensuring you have the right to provide us with access to systems, data, and personal information required to deliver the Services.

Some Services rely on third-party products, platforms, licences, vendors, or cloud providers. These may include Microsoft 365, security platforms, backup tools, remote access tools, monitoring systems, telecommunications providers, internet providers, hardware vendors, and software vendors.

You agree that third-party services may be subject to their own terms, licensing rules, privacy terms, support limits, service availability, and pricing changes. We are not responsible for failures, outages, changes, or limitations caused by third-party providers outside our reasonable control.

Unless otherwise agreed in writing, Managed IT Services are provided on a month-to-month basis.

• Either party may cancel Managed IT Services by giving 30 days written notice.
• We may adjust pricing by giving 30 days notice, unless the change relates to added users, devices, licences, third-party price changes, or added services.
• Pricing changes caused by user, device, licence, or service increases may be reflected in the next invoice cycle.
• Any unpaid invoices, out-of-scope work, licences, hardware, or third-party charges remain payable after cancellation.

On cancellation, we may remove support agents, monitoring tools, backup tools, and security tools. You are responsible for arranging replacement services before cancellation takes effect.

We take reasonable care when providing the Services, but we cannot guarantee that systems will always be secure, available, error-free, backed up, recoverable, or uninterrupted.

To the maximum extent permitted by law, we are not liable for indirect loss, loss of profit, loss of revenue, loss of business opportunity, loss of goodwill, data loss, business interruption, third-party service failure, or damage outside our reasonable control.

To the maximum extent permitted by law, our total liability relating to the Managed IT Services is limited to the amount you paid for one month of the relevant Managed IT Services, unless a different limit is agreed in writing.

These terms are governed by the laws of New Zealand. Any dispute relating to these terms or the Services will be subject to the jurisdiction of the New Zealand courts, unless the parties agree another dispute resolution process in writing.