IT support services agreement, Calder and Roe managed support

IT support services agreement with response times by priority

Managed support is sold on a monthly fee and judged on how fast the phone gets answered when nobody can work. This agreement grades every ticket into four priorities with a published response and resolution target, credits the fee when the target is missed, and writes down exactly what the provider hands back on the way out.

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IT support services agreement

Managed Support, 30 Seats

Between Northbyte IT and Calder and Roe Accounting

Northbyte IT Pty Ltd
Commencing 1 December 2026
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Contents
Parties
1
1. What is supported
1
2. Priorities and response times
2
3. What is not included
2
4. Fees
3
5. Data, security and privacy
3
6. Access, obligations and reporting
4
7. Ending the agreement and offboarding
4
Parties

This agreement is made on 10 November 2026 between Northbyte IT Pty Ltd, of 3 Forrester Street, Newstead, called the Provider, and Calder and Roe Accounting, of Level 2, 88 Wickham Terrace, called the Client. It covers managed support for 30 seats from 1 December 2026.

$2,400
Monthly fee
30
Seats
30 minutes
P1 response
60 days
Notice
1. What is supported
1.1
The environment
Thirty user accounts and their devices, being 26 laptops and 4 desktops, the Microsoft 365 tenancy including Exchange, SharePoint and Teams, two virtual servers hosting the practice management and document systems, the firewall, the switch and the wireless access points at Level 2, and the backup service for all of it.
1.2
What support means
A service desk for user issues, monitoring and alerting on the servers and the network, operating system and application patching on a monthly cycle, antivirus and endpoint protection management, backup monitoring with a restore test each quarter, user onboarding and offboarding, and vendor liaison for the practice management software. The service desk runs 7.30 am to 6 pm on business days, with an on call engineer for P1 faults outside them, and extends to 8 pm through the last week of October and the last week of March at no extra charge.
1.2
What support means
A service desk for user issues, monitoring and alerting on the servers and the network, operating system and application patching on a monthly cycle, antivirus and endpoint protection management, backup monitoring with a restore test each quarter, user onboarding and offboarding, and vendor liaison for the practice management software. The service desk runs 7.30 am to 6 pm on business days, with an on call engineer for P1 faults outside them, and extends to 8 pm through the last week of October and the last week of March at no extra charge.
1.2
What support means
A service desk for user issues, monitoring and alerting on the servers and the network, operating system and application patching on a monthly cycle, antivirus and endpoint protection management, backup monitoring with a restore test each quarter, user onboarding and offboarding, and vendor liaison for the practice management software. The service desk runs 7.30 am to 6 pm on business days, with an on call engineer for P1 faults outside them, and extends to 8 pm through the last week of October and the last week of March at no extra charge.
2. Priorities and response times
Priority
What it means
Response
Resolution target
P1 Critical
Nobody can work, or client data is at risk
30 minutes
4 hours
P2 High
A team or a partner is blocked, no workaround
2 hours
1 business day
P3 Medium
One user affected, a workaround exists
4 hours
3 business days
P4 Low
A request, a question or a new user
1 business day
5 business days
2.1
How a ticket is graded, measured and credited
The Client sets the priority when it logs a ticket and the Provider may raise it but not lower it without agreement, and response means a named engineer has made contact, not an automated acknowledgement. Performance is measured monthly from the ticket system and reported under clause 6.2. If the Provider misses the P1 response target more than twice in a month, or the P2 target more than five times, the Client receives a credit of 10 percent of that month's fee on the next invoice.
3. What is not included
3.1
Out of scope
Hardware and software purchase, third party licence fees, cabling and electrical work, printer hardware repair, work at any site other than Level 2, data entry, training courses, website and email marketing platforms, personal devices that are not enrolled, and any project work such as a server migration or an office move.
3.2
How out of scope work is handled
Out of scope work is quoted before it starts and charged at $165 an hour in business hours and $240 outside them, with a one hour minimum. The Provider does not start chargeable work without a written approval, so no invoice ever contains a surprise line.
4. Fees
4.1
The monthly fee
The fee is $2,400 plus GST a month for 30 seats and the environment in clause 1.1, invoiced on the first business day of the month and payable within 14 days.
Item
Quantity
Each
A month
Supported seat
30
$62.00
$1,860.00
Virtual server
2
$185.00
$370.00
Network and firewall management
1
$110.00
$110.00
Backup monitoring and restore testing
1
$60.00
$60.00
Monthly fee before GST
$2,400.00
GST at 10 percent
$240.00
Monthly fee including GST
$2,640.00
4.2
Changes in scale
A seat added mid month is charged pro rata at $62. A seat removed takes effect from the start of the next month. If the seat count moves more than 20 percent from 30 in any quarter, either party may ask to reprice, and the other does not unreasonably refuse. The fee is otherwise reviewed once a year and may rise by no more than the annual change in the Consumer Price Index plus two percentage points, on 60 days written notice showing the calculation.
5. Data, security and privacy
5.1
The data stays the Client's
All Client data, including client files, tax records and email, remains the Client's property. The Provider accesses it only as needed to deliver the services, never copies it to personal storage, and holds it in Australian data centres unless the Client agrees otherwise in writing.
5.2
Access control
Every Provider engineer has a named account with multi factor authentication, never a shared one. Privileged access is logged and the log is available to the Client on request. An engineer who leaves the Provider has their access removed the same business day and the Client is told.
5.3
Backups and restore testing
Backups run nightly with a 30 day retention and a monthly copy held for 12 months. One restore test is performed each quarter on a file, a mailbox and a full server, and the result is written into the quarterly report whether it passed or failed.
5.4
Security incidents
A suspected compromise is reported to the Client within four hours of detection, with what is known, what has been contained and what is still unknown. Both parties then follow the Client's obligations under the Privacy Act, including the notifiable data breaches scheme, and the Provider assists with the assessment.
Four hours, even when the picture is incomplete
The report is due within four hours of detection, not four hours after the investigation finishes. A partial report that says what is not yet known is more useful than a complete one that arrives two days later.
6. Access, obligations and reporting
6.1
What the Client provides
Administrative access to the systems in scope, current licences for all software, one named contact authorised to approve chargeable work, access to Level 2 during business hours, and prompt notice of a starter or a leaver so the account can be created or disabled on the right day. The Provider keeps a current asset and licence register, a named account manager and a documented escalation path with two mobile numbers on it.
6.2
Reporting
A monthly report covering tickets by priority, response and resolution against target, patching status, backup results, licence position and open risks. A quarterly meeting reviews the report, the restore test and the plan for the next quarter.
7. Ending the agreement and offboarding
7.1
Term and notice
The initial term is 12 months from 1 December 2026 and then continues month to month. Either party may end it on 60 days written notice. A party in serious breach has 14 days to fix it after written notice, and if it is not fixed the other may end the agreement immediately.
7.2
Offboarding
On ending, the Provider hands over within 15 business days the asset and licence register, every administrative credential, the network documentation and diagrams, the backup configuration and the last full backup set, and provides up to 20 hours of transition assistance at no charge. It does not hold data or credentials as leverage over an unpaid invoice.
7.3
Liability, disputes and general
Each party is responsible for loss it causes. The Provider's liability for any claim is capped at the fees paid in the 12 months before it, except for a breach of clause 5, where the cap is three times that amount. The parties meet within five business days of a dispute and go to mediation before proceedings. This agreement is the whole agreement between the parties for these services.
For Northbyte IT Pty Ltd
Name
:
Position
:
Date
:
For Calder and Roe Accounting
Name
:
Position
:
Date
:

Section by section

What each section is for, so you can keep the ones you need and drop the rest.

Cover and contents
A contract cover naming the engagement, then a contents list to the seven sections.
Parties and key terms
Provider and client, then the monthly fee, the seat count, the P1 response and the notice.
1. What is supported
The devices, tenancy, servers and network in scope, what support means, and desk hours.
2. Priorities and response times
The four level priority table, how a ticket is graded, and the service credit trigger.
3. What is not included
The out of scope list and the rates and written approval that chargeable work needs.
4. Fees
The itemised monthly fee to $2,640 including GST, pro rata seats and the capped annual review.
5. Data, security and privacy
Client ownership, Australian hosting, named accounts, backup testing and breach notification.
6. Access, obligations and reporting
What each side supplies, and the monthly report and quarterly review.
7. Ending the agreement and offboarding
Notice and breach, the 15 day handover list, and the liability cap and dispute path.
Signatures
A block for the provider and one for the client.

Clauses in this document

How to adapt this agreement

For a co managed arrangement where the client has its own IT person, add a responsibility matrix naming who owns each system and change the service desk clause so tickets are triaged internally first. For a client with a compliance obligation such as a medical practice or a law firm, tighten clause 5 with a data residency warranty, a subcontractor approval right and an annual security attestation. For a smaller client under about 10 seats, collapse the four priority levels into two, drop the service credits, and keep the offboarding clause untouched, because that is the clause that protects a small business most when a relationship ends badly.

What makes this document work

Response means a person, not an autoresponder

The priority table sets 30 minutes for P1 and four hours for P3, and clause 2.1 defines response as a named engineer making contact. Miss the P1 target twice in a month and the client takes 10 percent of that month's fee off the next invoice.

Offboarding is written before anyone wants it

Clause 7.2 hands over the asset and licence register, every administrative credential, the network diagrams, the backup configuration and the last full backup set within 15 business days, plus 20 free hours, and says data is not held as leverage over an unpaid invoice.

The fee is itemised, so scale changes are arithmetic

Thirty seats at $62, two servers at $185, network at $110 and backup at $60 add to $2,400 a month and $2,640 with GST. A seat added mid month is $62 pro rata, which needs no negotiation.

Questions people ask

What should an IT support agreement include?

The environment being supported, what support covers and when, response and resolution targets by priority, what is out of scope and what it costs, the fee and how it changes with scale, data handling and security obligations, reporting, and what happens at the end.

What do P1 to P4 priorities mean?

P1 is nobody can work or client data is at risk, P2 is a team blocked with no workaround, P3 is one user with a workaround, and P4 is a request or a question. The table pairs each with a response time and a resolution target so the grading has consequences.

What are service credits?

A rebate when the provider misses its own targets. Here, missing the P1 response more than twice in a month or the P2 target more than five times gives the client 10 percent of that month's fee back on the next invoice, calculated from the ticket system.

Should an IT provider hold the client's credentials?

It needs administrative access to do the work, but the accounts should be named and the client should be able to get everything back. Clause 5.2 requires named accounts with multi factor authentication and logged privileged access, and clause 7.2 hands every credential back on exit.

How are backups verified?

By restoring something. Clause 5.3 sets nightly backups with 30 day retention and a monthly copy held for 12 months, and requires a quarterly restore test on a file, a mailbox and a full server, with the result written into the report whether it passed or failed.

What happens after a suspected data breach?

Clause 5.4 requires a report to the client within four hours of detection covering what is known, what has been contained and what is still unknown. Both parties then follow the client's obligations under the notifiable data breaches scheme, with the provider assisting the assessment.

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