IT Support Packages – Terms & Conditions

Last updated: April 2025

These terms apply to all clients who purchase IT support packages, including prepaid support hours and managed service agreements from CoreTech Solutions. By using our support services, you agree to the terms outlined below.

1. Package Types

  • Prepaid Support Hours – Blocks of support hours purchased in advance, used for any ad-hoc remote or onsite services.
  • Managed IT Packages – Monthly service plans that include monitoring, updates, helpdesk support, and coverage based on selected tiers.

2. Validity & Usage

  • Prepaid hours are valid for 12 months from the date of purchase unless otherwise agreed in writing.
  • Support hours are deducted in 15-minute increments.
  • Hours may be used for remote or onsite IT work, depending on availability and scope.
  • Unused hours are non-refundable but may be rolled forward by special arrangement.

3. Support Access

  • Clients may request support by emailing support@coretechsolutions.com.au or calling 1800 960 951.
  • Support is available during standard business hours (Mon–Fri, 8:30 AM – 5:30 PM AEST).
  • After-hours or emergency support may incur additional charges unless included in a premium support plan.

4. Inclusions & Exclusions

Support packages typically cover:

  • General troubleshooting (hardware, software, printers, networks)
  • Microsoft 365 / Google Workspace support
  • Device setup, patching, updates, and remote maintenance
  • Cyber security checks and advisory (where included)

Exclusions include:

  • Hardware repairs or part replacements
  • Projects outside of routine support (e.g. full office relocation, major cloud migration)
  • Support on devices not managed or registered with CoreTech Solutions
  • Non-business-use issues (e.g. family/home/personal devices unless specified)

5. Fair Use Policy

To maintain quality support for all clients, CoreTech Solutions reserves the right to limit excessive or unreasonable use of prepaid or unlimited support hours. Abuse of service may result in suspension or renegotiation of your plan.

6. Termination

  • Clients may cancel monthly support packages with 30 days' written notice.
  • Unused prepaid hours are non-refundable upon cancellation but remain valid for use until expiry.

7. Changes to Terms

We may update these terms from time to time. The latest version will always be available on our website and effective immediately upon publication.

8. Contact Us

If you have any questions about your support plan, usage, or inclusions, please contact:

CoreTech Solutions – Support Team
Email: support@coretechsolutions.com.au
Phone: 1800 960 951
ABN: 60278921078
Mornington Peninsula, VIC (Remote-Based IT Provider)