General Terms and Conditions
Last updated: 28 October 2026.
These terms apply to all services provided by Curity Pty Ltd (ABN 97 664 894 026), trading as Curity IT Solutions (“Curity”, “we”, “us” or “our”), to our clients (“you” or “your”). We have written them in plain English. If anything is unclear, ask us before you sign.
How these terms fit with your agreement
These terms sit alongside your service agreement, any Statement of Work and any quote you accept. If they conflict, the documents apply in this order:
- Your service agreement
- A Statement of Work
- A quote or proposal
- These General Terms and Conditions
Business hours
Our Business Hours are 8:30am to 5:00pm, Monday to Friday, excluding Queensland public holidays. A Business Day is any day in that range. Everything else is After Hours.
How to lodge a support request
- Email: hello@curity.com.au
- Client portal: client portal
- Phone: (07) 4401 5141
Tell us what is happening and how many people are affected. Critical and High priority issues must be reported by phone. If they are reported another way, we treat them as Medium priority for response purposes.
Requests we receive from your staff are treated as authorised by you and may be charged or counted against your agreement. Please make sure your team knows who is allowed to ask us for work.
Priorities and response targets
We set the priority of each request by its real business impact. Our response targets apply during Business Hours:
| Priority | When it applies | Response target |
|---|---|---|
| Critical | A whole site is offline, the internet is down for a site, or the issue affects your whole business. Active security threats and suspected breaches. | Within 1 business hour |
| High | Several people are affected by the same issue. | Same Business Day |
| Medium | One person or one function is affected, or a workaround exists. | Within 3 Business Days |
| Low | Needs doing, but not within 3 Business Days. | Within 6 Business Days |
An agreed appointment or deadline overrides these targets. Our technician makes the final call on priority; if you disagree, tell us and we will review it.
After-hours support
After-hours support is available by phone only, on (07) 4401 5141. If no one answers, leave a message on the auto attendant and our after-hours service will respond. After-hours work is charged at our after-hours rate unless your agreement says otherwise. Where your agreement includes it, our security operations centre (SOC) and network operations centre (NOC) monitor your systems 24/7 and act on security and system alerts as they happen. The SOC and NOC can’t be contacted directly; for after-hours help, call us.
Quotes, approvals and projects
- We ask for your approval before starting any work that is chargeable or outside your agreement.
- Quotes are valid for the period shown on the quote. Prices for hardware and third-party products can change until you accept and pay.
- Any job over one day of labour is scoped in a Statement of Work before it starts.
- Work outside your agreement is charged at the rates on our current rate schedule, which we will give you on request.
Fees and payment
- Invoices are payable by the due date shown on the invoice.
- Recurring fees are invoiced as set out in your agreement.
- Hardware is paid for in full before we place the order.
- Microsoft licences on annual terms are committed for the full term. Seats can only be reduced within seven days of purchase or renewal. Monthly-term licences are available at the higher monthly price. We will contact you 60 days before an annual term ends to agree what happens next.
- If an invoice is overdue, we will contact you first. If it remains unpaid after written notice, we may pause non-urgent work until it is paid. We will not pause security monitoring or backups without telling you first.
Price changes
We review our prices once a year. We will give you at least 30 days’ written notice of a change. If you do not accept a change, you may end the affected service before the change takes effect, with no early-exit charge. If a supplier increases the price of a product we pass through to you (such as a licence), we will tell you in writing before the new price applies.
Your responsibilities
- Nominate an IT Champion and a backup who are our main points of contact. Your business owner decides what your IT Champion can approve.
- Give us reasonable access to your systems, premises and people so we can deliver the services.
- Respond to approval requests promptly and tell us about changes in your business that affect your IT, such as new staff, departures, new sites or new systems.
- Keep your own licences and vendor contracts current, and authorise us to deal with your vendors (such as your internet, website, domain and phone providers) on your behalf.
- Use the systems we manage lawfully and in line with your own policies.
- Hold your own cyber insurance. We strongly recommend it for every business.
Technology standards
To keep your business protected and supportable, your environment needs to meet our technology standards. If parts are not in place, we will agree a plan with you. If you choose not to adopt part of the standards, we will ask you to sign a short risk acceptance, and we may charge for time spent on issues caused by items that do not meet them.
Confidentiality and privacy
We keep your information confidential and only access what we need to deliver the services. We handle personal information as set out in our privacy policy.
Security incidents and data breaches
- If either of us suspects a security incident or data breach affecting your systems or data, we will tell the other promptly.
- For managed clients, our initial response is included: assessing the incident, containing it and advising you. Recovery and investigation work beyond that is charged at our standard rates, and we will ask for your approval first.
- You remain responsible for any notification obligations you have, such as under the Notifiable Data Breaches scheme. We will help you with the information you need.
- If a security compromise of Curity’s own tools or systems affects you, we will tell you in writing within 72 hours of confirming it.
Third-party products and services
Hardware, software and cloud services we supply are covered by the manufacturer’s or provider’s own warranty and terms. We will help you make warranty claims. We are not responsible for outages or faults in third-party services, but we will work with the provider to get you back up and running.
Your rights under Australian Consumer Law
Our services come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in these terms limits those rights.
Liability
Subject to your rights under the Australian Consumer Law:
- neither of us is liable to the other for indirect or consequential loss, such as lost profits or lost opportunity;
- each party’s liability is reduced to the extent the other party caused or contributed to the loss; and
- our total liability under or in connection with an agreement is limited to the fees you paid us under that agreement in the 12 months before the claim arose.
These limits do not apply to loss caused by fraud, wilful misconduct or a breach of confidentiality.
Ending services
- Your agreement sets out its term and how either of us can end it. Notice and termination rights are the same for both of us.
- Either of us may end an agreement if the other seriously breaches it and does not fix the breach within 30 days of written notice.
- If you end an agreement early, you pay only for services provided up to the end date and any genuine costs we cannot recover, such as licences committed for a term.
- When services end, we will hand over your documentation, administrator access and anything else you need for an orderly transition.
Raising a concern
If you are unhappy with any part of our service, contact our Service Delivery Coordinator on hello@curity.com.au or (07) 4401 5141. If it is not resolved to your satisfaction, contact our Director, Sheldon Hampton, at sheldon@curity.com.au. We will acknowledge your concern within 2 Business Days.
Changes to these terms
We may update these terms from time to time. We will give existing clients at least 30 days’ written notice of any change. If a change materially disadvantages you, you may end the affected agreement before the change takes effect, with no early-exit charge. The latest version is always on this page.
Governing law
These terms are governed by the laws of Queensland, Australia.