Level 13, 200 Queen Street, Melbourne support@nwcomputing.com.au 1300 484 529

Terms & Conditions

  1. General
    1. NW Computing Pty Ltd (ABN 37 600 642 402) is an Australian Company with its registered office at Level 12, 459 Little Collins Street, Melbourne.
    2. No goods are available for sale through this website.
  2. Fees and Payment Schedule
    1. Fees are payable monthly within 14 days of receipt of the invoice. An invoice will be deemed to be received the day it is sent via email.
    2. Services will be suspended if payment is not received within thirty days following date due.
  3. Coverage
    1. On-call support on the Client’s IT network will be available to the Client by NW Computing between the hours of 8:30am – 5:30pm Monday to Friday, excluding public holidays. Emergency services performed outside of the hours of 8:30am – 5.30pm Monday to Friday excluding public holidays will be billed at the applicable after-hours rate
    2. Proactive Systems Management will be provided 24x7x365 on devices on which NW Computing has installed and made operational its Remote Management Agent.
    3. NW Computing will respond to the Clients Service Tickets under the provisions of their individual Service Level Agreement during business hours, and with best efforts after hours or on public holidays.
    4. Service Tickets must be opened by email to helpdesk@nwcomputing.com.au or by calling the Help Desk on 1300 484 529.
    5. In no event shall NW Computing be held liable for indirect, special, incidental or consequential damages arising out of service provided hereunder, including but not limited to loss of profits or revenue, loss of use of equipment, lost data, costs of substitute equipment, or other costs.
  4. Miscellaneous
    1. NW Computing is not responsible for failure to render services due to circumstances beyond its control.
    2. NW Computing reserves the right to charge for work that arises out of the Clients failure to follow the reasonable advice and recommendations of NW Computing.
    3. NW Computing will provide the client with access to their data upon request. This access will not be withheld for the reason that the client wishes to transfer to another provider. NW Computing is not required to provide a functional environment for the data to be used in. For example, raw files for a web site or exchange data files must be provided on request, but not an environment that displays the web site or that provides access to individual emails. NW Computing may require reasonable notice, and may charge a reasonable amount for their costs incurred in providing this access.
  5. Privacy and Confidentiality
    1. Privacy. We recognise that you have entrusted us with safeguarding the privacy of your information. The only time we will disclose or share your personal information with a third party is when we have: (a) given you notice, such as in this privacy policy; or (b) obtained your express consent. Where required by law, we will obtain your express consent prior to disclosing or sharing any personal information.
    2. Confidentiality. NW Computing will treat your Content as confidential information and only use and disclose it in accordance with these Terms. However, your Content is not regarded as confidential information if such Content: (a) is or becomes public (other than through breach of these Terms by NW Computing); (b) was lawfully known to NW Computing before receiving it from you; (c) is received by NW Computing from a third party without knowledge of breach of any obligation owed to you; or (d) was independently developed by NW Computing without reference to your Content.
    3. We may disclose:
      1. Your information to our service providers. We use service providers who help us to provide you with our services. We give relevant persons working for some of these providers access to your information, but only to the extent necessary for them to perform their services for us. We also implement reasonable contractual and technical protections to ensure the confidentiality of your personal information and data is maintained, used only for the provision of their services to us, and handled in accordance with this privacy policy. Examples of service providers include payment processors, hosting providers, and support tools.
      2. Your account details to your billing contact. If your details (as the account holder) are different to the billing contact listed for your account, we may disclose your identity and account details to the billing contact upon their request (we also will usually attempt to notify you of such requests). By using our services, you consent to this disclosure.
      3. Aggregated information to third parties to improve or promote our services. No individuals can be identified or linked to any part of the information we share with third parties to improve or promote our services.
      4. Your information if required or permitted by law. We may disclose your information as required or permitted by law, or when we believe that disclosure is necessary to protect our rights, and/or to comply with a judicial proceeding, court order, subpoena, or other legal process served on us.
      5. Your information if there's a change in business ownership or structure. If ownership of all or substantially all of our business changes, or we undertake a corporate reorganisation (including a merger or consolidation) or any other action or transfer between NW Computing entities, you expressly consent to NW Computing transferring your information to the new owner or successor entity so that we can continue providing our services.
      6. Information you expressly consent to be shared. For example, we may expressly request your permission to provide your contact details to third parties for various purposes, including to allow those third parties to contact you for marketing purposes. (You may later revoke your permission, but if you wish to stop receiving communications from a third party to which we provided your information with your permission, you will need to contact that third party directly.)
  6. Acceptance of Service Agreement
    1. In the absence of a signed contract, payment of the first invoice will be taken as acceptance of the terms and conditions of this Agreement.
Standard Proactive Systems Management Inclusions
  1. Installation of critical, important and recommended updates on workstations and servers.
  2. Management of antivirus and antimalware subscriptions, updates and scanning on workstations and servers. Damages caused by, and recovery from, virus infection not detected and quarantined by the latest anti-virus definitions is classed as an additional project.
  3. Server backup subscriptions and monitoring. Backup recovery is classed as an additional project.
  4. Hardware monitoring through the Remote Management Agent, and notification of any detected warning or failures. Repair of faulty hardware is classed as an additional project.
  5. Software monitoring through the Remote Management Agent, and notification of any detected warnings or failures. Repair of faulty software is classed as an additional project.
  6. Internet connection monitoring through an offsite probe, and notification of any detected warnings or failures. Repair or replacement of a faulty internet connection is classified as an additional project.
  7. Asset management of hardware and software licenses, and warranty expiration management.
  8. Access to NW Computing’s ticketing system for job management, tracking and reporting.
  9. Customer knowledge base access.