Terms and conditions

10-Minute Response Guarantee

Effective Date:  01/02/2025

1. Overview

Our “10-Minute Response Guarantee” reflects our commitment to delivering fast, high-priority support. If we fail to respond to a qualifying emergency or critical issue within 10 minutes during business hours, the monthly Managed IT service fee for the affected user or device will be waived for that billing cycle.

2. Scope of Guarantee

This guarantee applies to:

• Customers with an active Managed IT Services Agreement.
• Devices and/or users covered under the agreement.
• Emergency and Critical Issues that are explicitly identified as such by the customer at the time of reporting.
• Issues reported during business hours.

3. Definitions

• Emergency Issue: A situation where the entire company or a department is unable to function due to a production system outage.
• Critical Issue: A situation where a single end-user is unable to perform a business-critical job function, and no workaround exists.
• Initial Response: A human acknowledgment of the issue by a support team member (not an automated message).
• Monthly Fee: The recurring service charge associated with the affected user or device under the Managed IT agreement.
• Business Hours: Monday to Friday, 8:45 AM – 5:30 PM (AEST), excluding public holidays.

4. Guarantee Terms

• We guarantee an initial human response within 10 minutes of receiving a qualifying emergency or critical issue report during business hours.
• If we fail to meet this response time, the monthly service fee for the affected user or device will be waived for that month.

To qualify for the guarantee: 

• The issue must be reported through our official support channels:
  

  Phone: 03 9873 8386
  Email: support@pronet.com.au

• For email submissions, the request is only deemed submitted once the customer receives the automated confirmation reply.
• The customer must clearly and explicitly indicate that the issue is an Emergency or Critical at the time of reporting.
• The customer must provide accurate and complete information about the issue.
• The affected user or device must be actively covered under a Managed IT Services Agreement.
• The issue must be reported within business hours.

6. Exclusions

This guarantee does not apply to:

• Non-critical or routine support requests.
• Issues not clearly identified as Emergency or Critical at the time of reporting.
• Issues reported outside of business hours.
• Issues caused by third-party vendors, force majeure events, or scheduled maintenance.
• Delays resulting from inaccurate or incomplete information provided by the customer.
• Devices or users not covered under the Managed IT agreement.

7. Claim Process

• Customers must notify us in writing within 5 business days of the incident to claim the guarantee.
• Upon verification of the delay and eligibility, the monthly fee for the affected user or device will be credited or waived.

8. Right to Modify or Terminate

Pronet reserves the right to modify or terminate this Guarantee at any time, with or without notice. Any changes will not affect incidents reported prior to the effective date of the change.

60-Day Satisfaction Guarantee

Effective Date:  01/02/2025

1. Overview

We stand behind the quality of our services with a 60-Day Satisfaction Guarantee. If you are not satisfied for any reason within the first 60 days of your Managed IT Services Agreement, we will refund your service fees and assist in transitioning to another provider—because real partnerships are built on trust

 

2. Eligibility

To qualify for the 60-Day Satisfaction Guarantee:

• You must be a new customer with a signed Managed IT Services Agreement.
• The guarantee applies only to the first 60 calendar days from the service commencement date.
• The request for cancellation and refund must be submitted in writing before the end of the 60-day period.
• The client must communicate the specific reasons for their dissatisfaction as soon as they arise and provide Pronet with at least three documented opportunities to address and resolve those concerns during the 60-day guarantee period.

3. Covered Services

• The guarantee covers monthly service fees paid under the Managed IT Services Agreement.
• It does not cover:
  

  – Hardware purchases.
  – Third-party software or licensing costs.
  – One-time project or onboarding fees (unless otherwise agreed in writing).
  – Any services delivered outside the scope of the Managed IT Services Agreement.

4. Refund Process

• Upon receiving a valid cancellation request, we will:
  

  – Cease all services under the agreement.
  – Refund the monthly service fees paid to date (excluding excluded items listed above).
  – Provide reasonable assistance to support your transition to another provider, including information handover and access coordination.

• The guarantee is limited to one use per customer or organisation.
• Abuse of the guarantee (e.g., repeated sign-ups and cancellations) may result in disqualification from future offers.
• Refunds will be processed within 30 days of confirmation of eligibility.

6. Right to Modify or Terminate

Pronet reserves the right to modify or terminate this Guarantee at any time, with or without notice. Any changes will not affect incidents reported prior to the effective date of the change.

Cybersecurity Guarantee

Effective Date:  01/02/2025

1. Overview

• Cybersafe BASIC
• Cybersafe STANDARD

2. Guarantee Coverage

Under this Guarantee, Pronet will provide incident remediation services up to the following limits:

• Cybersafe BASIC: Up to $10,000 worth of incident remediation hours.
• Cybersafe STANDARD: Up to $50,000 worth of incident remediation hours.

“Incident remediation hours” refer to the labour hours performed by Pronet technical staff that are necessary to:

• Identify and eradicate cybersecurity threats from affected systems.
• Restore affected systems to operational status.

These hours are calculated based on Pronet’s standard hourly rates and are subject to verification and approval by Pronet.

4. Exclusions and Limitations

This Guarantee does not apply to any loss or damage arising from or related to cybersecurity incidents, including but not limited to:

• Loss of business
• Loss of productivity
• Loss of revenue or profits
• Loss or corruption of data
• Unauthorized access to systems
• Breach of confidentiality
• Loss of contracts or opportunities
• Reputational damage
• Loss of goodwill or anticipated savings
• Any indirect, incidental, special, punitive, or consequential losses or damages

5. Conditions for Claiming the Guarantee

To be eligible for remediation under this Guarantee:

• The customer must have an active subscription to an eligible Cybersafe plan at the time of the incident.
• The incident must be reported to Pronet within 24 hours of detection.
• The customer must provide full cooperation and access to systems as required by Pronet’s technical team.
• The incident must not result from customer negligence, unauthorized modifications, or non-compliance with Pronet’s security recommendations.

6. Guarantee Limit

The Guarantee is limited to the maximum dollar value specified per plan and does not roll over or accumulate. Once the limit is reached, additional remediation services will be billed at standard rates.

7. Right to Modify or Terminate

Pronet reserves the right to modify or terminate this Guarantee at any time, with or without notice. Any changes will not affect incidents reported prior to the effective date of the change