Universal Plan Terms – All Subscription Plans

THE BEACH GEEK PTY LTD (ABN 93 655 538 060)
(Applies to all subscription plans, regardless of name, tier, or features.) 

 

  1. Overview

1.1
These Plan Terms explain how The Beach Geek’s subscription plans (“Plans”) operate.
Each Plan offers different features, service levels, and capabilities. The specific features included in each Plan are shown on the relevant Plan page at the time of purchase. 

1.2
These Plan Terms do not list inclusions or prices.
Instead, they describe the rules, structure, and conditions that apply to any Plan you subscribe to, whether it’s a lightweight monitoring plan or a full-scale Managed IT Services plan. 

1.3
By subscribing to a Plan, you agree that: 

  • features and inclusions are determined by the Plan page you select; 
  • these universal Plan Terms apply to all Plans; 
  • additional Policies (SLA, AUP, FUP, Privacy) apply; 
  • The Beach Geek™ Terms of Service govern your commercial relationship with us. 

 

  1. What a Plan Means

2.1
A “Plan” represents a defined bundle of services offered on a subscription basis.
Plans may vary in scope from: 

  • Cyber Security Monitoring-Only Services (comprehensive threat detection and response) 
  • Hybrid Support Services (monitoring + helpdesk + basic admin) 
  • Full Managed IT Services (comprehensive IT operations) 

2.2
Plans are productised service offerings.
Each Plan has: 

  • a defined purpose 
  • a defined level of proactivity 
  • a defined level of support 
  • a defined SLA tier 
  • a defined set of capabilities 

2.3
Plans are not custom offerings unless specifically labelled “Enterprise” or custom-quoted. 

 

  1. Features & Inclusions

3.1
The features included in a Plan are described on the Plan’s corresponding page on our website or sales materials. 

3.2
If a feature is not listed on the Plan page, it is not included, unless: 

  • purchased as an add-on; or 
  • agreed to separately in writing. 

3.3
The Beach Geek may introduce new Plans, modify existing Plans, or adjust features from time to time. 

3.4
Plan upgrades take effect immediately.
Plan downgrades take effect at the next billing cycle unless otherwise agreed. 

 

  1. Eligibility & Requirements

The following requirements apply to all Plans, regardless of tier: 

4.1 Supported Platforms 

  • Must use Microsoft 365 Business or Google Workspace Business or any other business platform supported by The Beach Geek™ 
  • Personal email systems (Bigpond, Optus, Yahoo, Gmail personal, etc.) are not supported 

4.2 Supported Devices 

Devices must be running an operating system that is: 

  • currently supported by its manufacturer (e.g., Microsoft, Apple); 
  • receiving security updates, patches, and vendor support; 
  • eligible for the installation of required cybersecurity and management tools. 

Examples include: 

  • The latest supported version(s) of Microsoft Windows 
  • The latest supported version(s) of Apple macOS 

Devices running end-of-life (EOL), unsupported, outside manufacturer’s warranty or obsolete operating systems cannot be fully supported and may be excluded or require remediation. 

4.3 Access Requirements 

  • The Beach Geek™ must have administrative access to relevant systems 
  • MFA must be enabled for admin and user accounts 
  • Unique user accounts must be used (no shared admin credentials), to mitigate cyber security risks. 

4.4 Network Requirements 

  • Stable and secure internet connection 
  • Supported network equipment for remote management 
  • Devices must remain online regularly for updates and maintenance 

 

  1. Support Conditions

5.1
Support is provided according to the Plan’s assigned SLA Tier (see Section 6). 

5.2
All support requests must be submitted through approved channels. 

5.3
Support is provided during business hours unless otherwise stated. 

5.4
Support is limited to the Devices, Users, Sites, and systems included in the subscribed Plan. 

5.5
Work requiring onsite attendance, after-hours intervention, or advanced skills may incur additional charges unless the Plan specifically includes it. 

5.6
Unlimited support (if included in your Plan) is subject to the Fair Use Policy. 

 

  1. SLA Tiers

6.1
The Beach Geek™ uses multiple SLA tiers to define support responsiveness. Each Plan is assigned an SLA tier, which determines the expected response priority for support requests. The tiers described below are general guidelines only. Naming conventions and specific inclusions may differ between Plans. Full SLA details are provided in the Universal Service Level Agreement. 

 

SLA Tier 1 – Basic Support (Best Effort) 

  • No guaranteed response times 
  • Human review of security alerts during business hours 
  • Suitable for monitoring-only plans 

 

SLA Tier 2 – Standard Support 

  • Business-hours helpdesk response 
  • Moderate response expectations for non-critical issues 
  • Escalation for critical issues as capacity allows 
  • Suitable for general IT support plans 

 

SLA Tier 3 – Priority Support 

  • Higher priority access to support 
  • Faster business-hours response for critical & high-impact issues 
  • May include limited escalation outside business hours 

 

SLA Tier 4 – Premium / Managed IT Department Support 

  • Priority queue 
  • Same-day or next-business-day target response for critical issues 
  • Designed for full-service Managed IT environments 

 

6.2
Your Plan’s SLA tier is listed on the Plan page. 

6.3
Full SLA definitions are detailed in the Universal SLA document. 

 

  1. Limitations

These limitations apply to all Plans unless explicitly stated otherwise. 

7.1 Plans Do Not Include: 

  • project work 
  • large-scale changes or migrations 
  • complex cloud or network architecture 
  • advanced cybersecurity remediation 
  • onsite support (unless specified) 
  • device specific backup services (unless specified) 
  • hardware procurement tasks 
  • vendor negotiations or contract renewals 
  • compliance audits 
  • strategic IT planning 
  • after-hours support (unless explicitly included) 

7.2 External Dependencies 

Plan performance may be impacted by: 

  • your ISP 
  • third-party cloud vendors 
  • Microsoft / Google outages 
  • hardware failures 
  • environmental issues 

7.3 Plan Conditions 

A Plan may be suspended or terminated if: 

  • Devices fall out of support 
  • Security standards are not maintained 
  • Access is restricted 
  • Behaviour violates the AUP or FUP 

 

  1. Policy References

These Plan Terms operate alongside: 

  • The Beach Geek™ Terms of Service 
  • The Beach Geek™ Acceptable Use Policy 
  • The Beach Geek™ Fair Use Policy 
  • The Beach Geek™ Privacy Policy 
  • The Beach Geek™ Universal Service Level Agreement (SLA)