Sentinel Service Plans

Plans & Pricing

† The included quarterly hour covers work performed only — travel time and costs are charged separately. Phones and tablets are supported (we help) but not managed (we don’t remotely monitor them). All prices include GST.

Terms & Conditions

Effective from 14 October 2026 · Version 1.0. Simply Synced Technology (“we”, “us”) provides managed IT care under the Sentinel plans described above. By subscribing, you agree to these terms.

1. What “covered” means

• Computers means desktop or laptop computers running Windows, macOS, or Linux enrolled in our monitoring and management.
• Phones and tablets are supported (setup help, troubleshooting, advice) but not managed — they are not remotely monitored or patched. Apple/Google manage their own updates.
• Devices are only covered once enrolled. Machines not on your plan are not covered by subscription support; work on them is billable.
• Sentinel Complete volume rates: 2+ devices qualify for discounted per-device pricing as quoted at sign-up.

2. Business hours & response commitments

Our standard business hours are Monday to Thursday, 9:00am–4:00pm. A “business day” means a day on which we are open.

Response commitments refer to our first substantive reply, not to resolution. Resolution time depends on the nature of the issue. “Same day” means within our business hours on the day the request is received via an included channel; “next business day” means the next day on which we are open. Requests received outside business hours are treated as received at the start of the next business day.

3. Billing & payment

• Subscriptions are billed monthly in advance via recurring invoice with 7-day payment terms. Plan price adjusts from the next billing cycle when covered devices are added or removed.
• Billable rate: $185/hour, including GST. Minimum one (1) hour billed per billable job, then half-hour increments.
• Tier discounts (10% Home / 15% Complete) apply to billable work but do not reduce the one-hour minimum below one hour of billed value.
• Travel is charged for all on-site work, including visits using your free quarterly hour, at the standard billable rate. Travel within Moonta township is included.
• Complete setup & audit fee: one-off, quoted per site before commencement, payable whether or not the subscription continues beyond the minimum notice period.
• Invoices more than 14 days overdue may result in suspension of services until settled; we will attempt to contact you before suspending.

4. Free quarterly hour (Sentinel Complete)

• One (1) free hour of work per calendar quarter, per customer (not per device).
• May be used for any type of work.
• Does not roll over; expires at the end of each quarter; no cash value.
• Travel is still charged — the free hour covers work performed only.
• Work beyond one hour bills at the discounted rate in half-hour increments.
• If the free hour covers a job, the standard one-hour billing minimum is satisfied.

5. Work outside the subscription

Billable work is performed in this priority order: (1) Sentinel Complete customers, (2) Sentinel Home customers, (3) Sentinel Basic customers and non-subscribed clients. Within each tier, work is scheduled in order received, excepting emergencies at our discretion.

6. Not included in any plan

• Hardware faults, repairs, and replacement parts
• Internet service provider, NBN, and internal cabling faults
• Data recovery and data migration
• Machines not enrolled on your plan
• Project work (migrations, new server/network builds, office moves)
• Software licensing costs (e.g. Microsoft 365, Defender for Business) — billed at cost or held in your own accounts
• Issues arising from your refusal of a recommended critical patch or update, where that refusal is documented

7. Backup verification — what it is and isn’t

Backup verification confirms that backup systems exist and report as running. It is not a guarantee that your data is restorable, complete, or recoverable, and we are not liable for data loss where the underlying backup product fails. Restoring from backups is billable work.

8. Security incidents

For Sentinel Complete customers, suspected security incidents (ransomware, suspected breach, active attack) reported by phone are triaged as priority during business hours. Out-of-hours incident response is billable and quoted before proceeding, except where we choose to act immediately at our discretion.

9. Your responsibilities

• Maintain a working internet connection on covered devices (monitoring and remote support depend on connectivity)
• Do not remove or tamper with the management agent or antivirus
• Approve recommended patches and reboots within a reasonable period, or accept the consequences in section 6
• Provide accurate contact and account details

10. Privacy & remote access

• All remote connections use encrypted, audited tooling. Sessions to a device with a signed-in user occur with user consent where possible; unattended access may be used for maintenance on covered devices.
• Monitoring collects technical telemetry (patch status, hardware/software inventory, security status) — not personal browsing history, documents, or passwords.
• We do not sell or share your data. Marketing messages are never sent without your consent (Spam Act 2003).

11. Term & cancellation

• No lock-in. Either party may cancel with 30 days’ written notice (email is sufficient).
• Upon cancellation, monitoring ceases at the end of the notice period; covered devices remain billed to that date; the free quarterly hour is forfeited.
• We may decline to renew where the service is no longer viable for us to provide, with the same 30-day notice and no penalty to you.

12. Liability

• Our liability for claims arising from the services is limited to the subscription fees paid in the three (3) months preceding the claim, or the cost of re-performing the affected work, whichever is lower.
• We are not liable for indirect losses (lost profits, lost business, lost data) arising from service interruptions, third-party failures (ISPs, power, software vendors), or non-performance of your responsibilities in section 9.
• Nothing in these terms excludes rights you hold under Australian Consumer Law.

13. General

• Governed by the laws of South Australia.
• Changes to these terms or pricing are provided in writing at least 30 days before taking effect; continued subscription after that date constitutes acceptance.
• Contact: sales@simplysynced.com.au · (08) 8151 1476 · Simply Synced Technology.

A note on how we work: this document exists to protect both of us from misunderstandings — not to be wielded. If something isn’t working for you, talk to us first. We’re local, we answer our phone, and we’d rather fix the problem than the paperwork.