Working With Us.

At Peppermint IT, we're committed to fostering a partnership built on respect, trust, and collaboration with our clients. We understand the value of your work and recognise that each business is unique, requiring a tailored approach to IT support. Here are some friendly guidelines to ensure a positive and productive relationship:

1. Respect and Collaboration:

We respect the work that you do and acknowledge the expertise you bring to your business. Just as you rely on professionals like accountants and marketing strategists, we're here to provide expertise in IT support. Our goal is to work alongside you, leveraging our skills to enhance your operations and help you achieve your business objectives.

2. Financial Considerations:

We understand the importance of financial prudence. As a general guideline, we recommend allocating approximately 5% of your revenue towards IT infrastructure to ensure a robust and secure environment. While we strive to provide competitive rates, we believe in the value of quality service and investment in IT infrastructure for long-term success.

3. Secure Infrastructure:

Your business's security is our priority. To maintain a secure environment, we have established a minimum level of support for every computer in your network on our Essentials Plan. This ensures that your systems remain protected against potential threats and vulnerabilities, safeguarding your valuable data and operations.

4. Transparent Project Tasks and Desk Ticketing: ‍

Our project tasks and desk ticketing system are designed to streamline communication and efficiently address your needs. While our rates do not include sales or invoicing items, all other support tasks and correspondence (including telephone calls and email correspondence) are accounted for using our ticketing system. We believe in fair compensation for our time and expertise. By consolidating communication into tickets, we can effectively manage our workload and provide timely assistance to all our clients.

5. Communication and Partnership:

Effective communication is key to our partnership. We encourage open dialogue and welcome your feedback to continuously improve our services. Timely responses to our requests ensure the best possible outcome for your IT needs. Your engagement allows us to address issues promptly and efficiently, ensuring minimal disruptions to your business operations and efficient project outcomes. Together, we can navigate the ever-evolving landscape of technology, ensuring that your business remains agile, competitive, and resilient. Communication emails should be sent to support@peppermint-it.au

6. Costs: Standard rate for IT support: $189/hour. ‍

Monthly support packages start from: $99/ per user/per month.

7. Pricing Terms and Conditions:

All quotations issued by Peppermint IT are valid for 14 days, with errors and omissions excepted. Project Work under $3,000 requires up front payment. Project Proposals are applicable for projects exceeding $3,000 or as specified by Peppermint IT. Orders over $3,000 are subject to Project Terms and Conditions and require a 50% deposit. Hardware, software licensing, and outside costs require 100% payment upfront. Prices are subject to variations in exchange rates. Warranty claims may incur billable technical support by Peppermint IT. Services costs are estimates unless otherwise specified as fixed price. Freight charges are added to the invoice unless stated otherwise. Orders for Software or Licensing cannot be returned or canceled. Customers must adhere to Software Vendors’ End User Licensing Agreements. Customers agree to vendor-specific terms and conditions upon acceptance of quotes. Payment terms are strictly 14 days. A 5% increase on the price will be payable after this time.

8. Termination:

In the event of termination of support contracts, Peppermint IT requires a 60-day notification period. This allows us to identify and rectify any issues before termination, ensuring a smooth transition and maintaining the integrity of your IT infrastructure.

Thank you for choosing Peppermint IT as your trusted IT partner. We look forward to supporting your business journey and helping you succeed. If you have any questions or concerns regarding these guidelines, please don't hesitate to reach out to our friendly team.

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Download our Guidelines here

Download our ticket triage here