Managed Services
Felicity Global
Managed Services Terms and Conditions v3.1
1. Agreement
These terms apply to managed services supplied by Felicity Global.
Your accepted proposal, service agreement or Statement of Work defines the services, fees, minimum term and service levels.
If documents conflict, your signed service agreement takes priority, followed by the Statement of Work and these terms.
2. Scope of Services
Depending on your selected package, services include monitoring, maintenance, technical support, fault investigation, software updates, security administration, backups and management of agreed AI, telephone or IT systems.
Only services expressly listed in your agreed scope are included. Additional projects, equipment, licences, integrations and onsite work require written approval and an agreed quotation.
3. Commencement and Onboarding
Services begin on the commencement date recorded in your agreement.
You must provide authorised access, system information, supplier details and nominated contacts required for onboarding.
We will identify known issues and agree on any remedial work required. Additional charges require your approval before work starts.
4. Monitoring and Maintenance
We will monitor and maintain the systems listed in your agreement using the agreed tools and procedures.
Monitoring does not guarantee detection or prevention of every fault or security incident.
Routine maintenance will occur during agreed maintenance windows. We will provide reasonable notice of work likely to interrupt your operations. Urgent maintenance will be communicated as soon as reasonably practicable.
5. Support and Service Levels
Support hours, contact channels, incident priorities and response targets are recorded in your service agreement.
Response targets refer to the time taken to acknowledge and begin assessing an incident. Resolution times depend on the issue, available access and relevant suppliers.
After-hours support, onsite attendance and emergency work are included only where expressly agreed.
6. Your Responsibilities
You must provide accurate information, maintain required subscriptions and licences, and give us timely access to supported systems.
You must nominate authorised contacts, protect account credentials and promptly report faults, suspected security incidents and relevant system changes.
Changes made by you or another supplier should be coordinated with us where they affect supported services. Any resulting additional work requires an agreed scope and price.
7. Authority to Act
You authorise us to perform routine administration and maintenance within the agreed scope.
Purchases, significant configuration changes, deletion of business records and actions likely to materially interrupt operations require approval from your authorised contact.
Emergency actions are limited to the authority agreed in your service agreement. We will record those actions and notify you promptly.
8. Third-Party Services
Some services depend on telecommunications carriers, cloud platforms, software vendors and other suppliers.
We will coordinate with relevant suppliers where included in your scope. Third-party subscriptions and charges must be disclosed before purchase.
Supplier outages do not remove our responsibility to perform our own agreed duties with reasonable care and skill.
9. Security and Privacy
We will apply reasonable security measures appropriate to the agreed services, including access controls and protection of administrative credentials.
Each party must protect confidential information and comply with applicable privacy obligations.
We will access and use your information only to deliver and administer the services, as authorised by you or required by law.
We will promptly notify you of a security incident affecting your service data and cooperate with investigation and required notifications.
Hosting locations, approved service providers and data retention arrangements will be recorded where relevant.
10. Backups and Recovery
Backup and recovery services are included only where expressly listed in your agreement.
The agreed scope must identify protected systems, backup frequency, retention, testing and recovery targets.
We will report identified backup failures and take reasonable steps to restore agreed protection.
Recovery results depend on the availability and condition of retained backups.
Business continuity planning and disaster recovery exercises require a separate scope unless included.
11. AI and Automated Services
Where managed services include AI agents or automated workflows, you must approve their instructions, access permissions and escalation procedures.
AI outputs sometimes contain errors. Human approval is required for sensitive actions unless separately authorised with suitable controls.
We will investigate reported faults and maintain agreed handover and fallback procedures.
12. Fees and Billing
Fees, billing frequency, payment terms and GST treatment are stated in your service agreement.
Unless otherwise agreed, recurring managed service fees are billed monthly in advance and approved additional usage is billed weekly in arrears.
Additional labour, equipment, licences and supplier charges require prior approval.
Notify us promptly of disputed charges. Undisputed amounts remain payable by the due date while we investigate.
13. Changes to Services and Pricing
Changes to scope, service levels or fees require written agreement.
Recurring fees remain fixed during an agreed minimum term unless a different adjustment mechanism was expressly accepted before signing.
For ongoing services after the minimum term, we will give at least 30 days’ written notice of proposed fee changes. You are entitled to cancel before an increase takes effect without an early-exit charge.
Website updates do not automatically amend your existing agreement.
14. Term and Cancellation
The minimum term, if any, is stated in your service agreement.
Unless otherwise agreed, services continue month-to-month after the minimum term and either party is entitled to cancel on 30 days’ written notice.
You are entitled to give notice during the minimum term for cancellation effective at its end.
An early-exit charge applies only where its amount or calculation was expressly agreed before signing. Any charge must reflect reasonable unrecovered costs, account for costs saved and exclude penalties. Otherwise, no early-exit charge applies.
15. Breach and Suspension
Either party is entitled to terminate for a material breach which is not resolved within 14 days after written notice.
We are entitled to suspend affected services for an immediate security threat, unlawful use or overdue undisputed invoices.
Except where urgent action is necessary, we will provide written notice and a reasonable opportunity to resolve the issue. Suspension will be limited to what is reasonably necessary.
No early-exit charge applies if you terminate because of our unresolved material breach.
16. Service Handover
On termination, we will reasonably assist with transferring your records, administrative access and service information to you or your nominated provider.
Any additional transition work and charges require written agreement beforehand.
We will remove our access when the handover is complete and return or delete your information within the agreed retention period, subject to lawful retention requirements.
Unused prepaid fees for periods after termination will be refunded, less agreed outstanding charges.
17. Ownership and Confidentiality
You retain ownership of your business information, customer records and equipment.
Felicity Global and its suppliers retain ownership of their existing software, tools, methods and materials. Ownership of project-specific deliverables is stated in the relevant Statement of Work.
Confidentiality obligations continue after the agreement ends.
18. Responsibility and Your Rights
We will provide services with due care and skill.
Each party is responsible for loss caused by its breach, negligence or unlawful conduct, to the extent of its contribution.
Nothing in these terms excludes rights, guarantees or remedies which cannot lawfully be excluded, including applicable Australian Consumer Law rights.
19. Complaints and Disputes
Send complaints and formal notices to [admin@felicitygblx.com].
Both parties will first attempt to resolve disputes through their authorised representatives. If unresolved within 14 days, they will consider mediation before court proceedings, except where urgent relief is required.
Applicable Australian state or territory: [QLD].