Terms

Last updated 31 October 2026.

This one page covers both using our website and buying from WaTo Consulting Pty Ltd (ABN 96 626 938 663). The first part applies to anyone using the website. The rest applies when you buy services from us. If you have a signed agreement with us, it comes first (section 1 of the service terms). How we handle personal information is in our Privacy Policy.

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Using our website

About these terms

This part applies to anyone who visits or uses wato.au. By continuing to use the website, you agree to it. If you do not agree, please do not use the website.

Using the website does not by itself create a service contract. Quotes, orders and services are covered by the service terms and the parts below them.

Information, not professional advice

Website content is general information only. It is not legal, financial, accounting, cyber-security, compliance or other professional advice for your circumstances. Technology and regulatory requirements change, and every environment is different. You should get advice for your circumstances before acting on anything published here.

Accuracy and availability

We take reasonable care with website content but do not promise that every page is complete, current, error-free or suitable for a particular purpose. Published descriptions, availability and prices may change. For a particular engagement, a quote or order we have accepted prevails over general website content.

We may change, suspend or withdraw parts of the website for maintenance, security or operational reasons. We do not promise uninterrupted access.

Intellectual property

Unless stated otherwise, we or our licensors own the website and its content, including text, graphics, branding, layouts, software and images. You may view, print or save a reasonable copy for your own internal, non-commercial use. You must not reproduce, republish, sell, scrape at scale, modify, remove ownership notices from, or create derivative works from our content without permission or another legal right to do so.

Trade marks, names and logos belonging to customers, vendors or other third parties remain their property. We use them with permission or as otherwise permitted by law.

Acceptable use

You must not misuse the website, attempt unauthorised access, introduce malicious code, interfere with its operation, harvest information, impersonate another person, or use it for unlawful, fraudulent or abusive activity. The acceptable use rules below apply to the website and our online services.

Information you submit

You are responsible for making sure the information you submit is accurate, lawful and does not infringe another person's rights. Do not send passwords, payment-card details, health records or other sensitive information through a general enquiry form unless we specifically ask you to use an approved secure method.

We handle personal information as described in our Privacy Policy. Submitting an enquiry does not require us to accept work, and we may verify identity or authority before acting on a request.

Third-party services and links

The website may link to or use third-party services. They operate under their own terms and privacy practices. We provide links for convenience, and a link does not necessarily mean we endorse or control the third party. We are not responsible for third-party content or availability, except to the extent the law says otherwise.

Liability

To the extent permitted by law, we are not liable for loss caused solely by your reliance on general website content, your misuse of the website, or a third-party site or service outside our reasonable control. Where liability cannot be excluded but can lawfully be limited, it is limited in the way the law permits.

Sections 10 (Australian Consumer Law) and 14 (general terms, including governing law and changes) of the service terms also apply to your use of the website.

Service terms

1. Parties and agreement

These Service Terms are between WaTo Consulting Pty Ltd (ABN 96 626 938 663) of 52-54 Howards Road, Beverley SA 5009 ("WaTo", "we", "us" or "our") and the customer identified in an accepted quote, proposal, statement of work, service order or other ordering document (the "Order").

An agreement is formed when the customer signs or accepts an Order, accepts a quote, pays an invoice or deposit, asks us to start the work, or otherwise orders services after receiving these terms. Our quotes and invoices refer to these terms, so paying the invoice or asking us to start accepts them. A person accepting for a business confirms they are authorised to do so.

If the customer has a signed service agreement with us, that agreement applies, and these terms only fill gaps it does not cover.

Otherwise, the agreement is made up of these parts, listed from highest to lowest priority if they are inconsistent: the Order (including the quote and invoice); any negotiated special conditions; the applicable service schedule; the service levels for service-level matters; these service terms; and the acceptable use rules. A later signed document prevails to the extent it expressly changes an earlier one.

2. Scope and changes

We will provide the services and deliverables described in the Order with due care and skill. Items not reasonably described in scope are additional work. Either party may request a change. We will explain any material effect on fees, timing, dependencies or risk, and do not have to perform the change until it is agreed.

Dates are estimates unless the Order expressly states a fixed date. We are not responsible for delay to the extent caused by the customer, a third party or an event beyond our reasonable control, but we will take reasonable steps to reduce the effect and keep the customer informed.

3. Customer responsibilities

The customer must provide timely and accurate information, decisions, content, approvals, access, facilities and authorised contacts reasonably needed for the work. The customer warrants that it is entitled to give us access to relevant accounts, systems, premises, devices, content and data.

The customer remains responsible for business decisions, legal and regulatory compliance, user conduct, internal policies, and maintaining appropriate insurance and business-continuity arrangements. Unless backup or disaster recovery is expressly in scope, the customer must maintain current, tested backups before work begins.

We may rely on customer instructions that reasonably appear to come from an authorised contact. We may pause and verify a request that is unusual, security-sensitive, high-risk or potentially unauthorised.

4. Fees, GST and payment

Fees are set out in the Order or, where not specified, our current published rates. Unless stated otherwise, prices are in Australian dollars and exclude GST.

Our published rates, including currency equipment service, travel and away allowances, are on our rates page. Where an Order or agreement refers to our published, public or standard rates or pricing (including "standard public pricing"), it means the rates on that page on the date we issue the quote or invoice for the work, or on the date the work is done if there is neither. A rate change therefore does not need a contract variation. We review rates each financial year, publish any change at least 30 days before it takes effect, and email current account customers about it. If a change affects an ongoing service, the customer may end that service without penalty by telling us in writing before the change takes effect. A price fixed in an accepted quote or a signed agreement stays as agreed for that quote or agreement, unless that agreement allows a review.

Where our published rates set a travel charge, travel is charged at that rate unless we quote a different figure before booking. A published travel charge is a set charge, not a pass-through of our costs, and applies however we travel. For IT and other work charged at our hourly rates, travel within the Adelaide metropolitan area is included and travel outside it is quoted. Other travel is charged as quoted with the job. If reaching a site will cost more, for example because only short-notice or peak fares are available, we quote the travel first and book nothing until the customer approves it in writing. A travel quote holds for 24 hours. If the fare rises before we book, we quote again and book nothing until the new figure is approved. Service-level response and resolution times pause from when we send a travel quote until it is approved. If we cannot get access or start work when we arrive for a reason within the customer's control, the visit is charged as attended. If the customer cancels after we have booked travel, the customer pays the travel costs we have already incurred and cannot recover, up to the published travel charge or the approved travel quote.

For new work we usually invoice first: work starts, and equipment is ordered, once the invoice is paid. Each invoice must be paid by the due date shown on it. If no due date is shown, payment is due within 7 days of the invoice date, unless the Order or the customer's account terms state another period.

Larger projects may need a deposit, set out in the quote, with the rest invoiced at the milestones in the Order. If a project is on hold waiting on the customer, we may invoice the work done so far. If a card or other payment for work we have done is reversed, the amount and any fee our bank charges for the reversal are payable.

Our bank details never change by email. If a message says they have, call us on (08) 7123 0805 before paying. We are not responsible for a payment sent to an account other than ours because of a fake or altered message, unless the loss was caused by our own failure to take reasonable care.

If an undisputed amount is still unpaid after its due date, we will send a reminder. If it remains unpaid 14 days after that reminder, we may charge simple interest on the overdue amount at 2% per year above the Reserve Bank of Australia cash rate target, calculated daily from the due date until payment.

The customer must raise a genuine invoice dispute promptly, identify the disputed amount and reasons, and pay the undisputed part on time. The parties will work in good faith to resolve the dispute. We may recover reasonable third-party debt-recovery costs to the extent permitted by law.

We may suspend affected services for an overdue undisputed amount after giving reasonable written notice and an opportunity to remedy, except where immediate action is reasonably necessary to prevent loss or a security risk. We will consider the likely impact of suspension and will not suspend more services than reasonably necessary.

5. Expenses, purchases and third-party services

Approved travel, freight, parts, licences and other expenses may be charged as stated in the Order. Third-party products and services are subject to their vendor's terms, service levels, privacy practices and lifecycle. We will identify material third-party dependencies where reasonably practicable.

We may procure an item as agent for the customer or resupply it. The Order or invoice will explain ownership and responsibility. Risk in goods passes on delivery, subject to any rights that cannot be excluded.

6. Equipment stays ours until paid

Equipment and other goods we supply remain the property of WaTo Consulting until the invoice for them is paid in full. Until then the customer must keep them in good condition, insured and identifiable as ours, and must not sell, lend or give security over them.

If an invoice for goods is overdue, we may, after giving reasonable written notice, enter the premises where the goods are kept at a reasonable time to recover them. We will take reasonable care to cause no more disruption or damage than necessary, and will credit the customer's account with any amount we recover by reselling them.

This clause creates a security interest under the Personal Property Securities Act 2009 (Cth), which we may register on the Personal Property Securities Register. The customer must give us any information we reasonably need to register it. To the extent the law permits, the customer waives the right to receive a verification statement and any notice under that Act that can be excluded.

7. Intellectual property

Each party retains ownership of material it owned or developed independently of the engagement ("Background IP"). The customer owns its data, content, branding and materials. The customer gives us a limited licence to use them to provide the services.

On full payment, the customer receives the ownership or licence to project deliverables stated in the Order. We retain our Background IP, methods, templates, tools, know-how and reusable components, and grant the customer a perpetual, non-exclusive licence to use any of those elements embedded in a paid deliverable for the intended business purpose. Open-source and third-party components remain subject to their own licences.

8. Confidentiality and privacy

Each party must protect the other's confidential information, use it only for the agreement, and disclose it only to people who need it and are bound by suitable duties, or where disclosure is authorised or required by law. This does not cover information that is public without breach, already lawfully known, independently developed, or lawfully received from another source.

We handle personal information under our Privacy Policy. If the services involve material processing of regulated personal information on the customer's behalf, the parties will agree any additional privacy, security or data-processing terms reasonably required.

9. Security

Each party must use reasonable security practices for its responsibilities and promptly notify the other of a suspected incident materially affecting the services or shared data. No service can eliminate every cyber risk. Security outcomes depend on the agreed scope, supported systems, timely patching, customer decisions and user behaviour.

We may take proportionate emergency action to contain a credible threat, including isolating a device or temporarily restricting access. We will notify the customer as soon as reasonably practicable and work to restore normal service safely.

10. Warranties and Australian Consumer Law

Each party warrants that it has authority to enter the agreement. We warrant that services will be supplied with due care and skill. Nothing in the agreement excludes, restricts or modifies a consumer guarantee, right, remedy or liability that cannot lawfully be excluded, including under the Australian Consumer Law.

Where goods or services we supply are not of a kind ordinarily acquired for personal, domestic or household use or consumption, our liability for failing to meet a consumer guarantee (other than a guarantee as to title, undisturbed possession or undisclosed securities) is limited, at our option and to the extent the law allows, to replacing or repairing the goods, supplying equivalent goods or paying the cost of doing so, or supplying the services again or paying the cost of having them supplied again.

Subject to those non-excludable rights and any express commitment in an Order, we do not warrant uninterrupted or error-free operation, prevention of every incident, recovery of every item of data, or a result controlled by a customer or third party.

11. Liability

To the extent permitted by law, neither party is liable to the other for indirect or consequential loss. This includes loss of profit, revenue, business, opportunity, goodwill or data, and the cost of downtime. We remain responsible for loss of data to the extent it is caused by our failure to perform a backup or recovery service expressly included in the Order. Each party must take reasonable steps to avoid or reduce loss.

We take reasonable steps to keep the systems we manage secure, but no system can be made completely secure. We are not liable for loss caused by viruses, ransomware, hacking, scams or phishing, or by the actions of the customer's staff or third parties, except to the extent our negligence or breach of the agreement caused it.

If the customer asks us to act against our written advice (for example, to skip a backup, keep unsupported software or turn off a security control), we are not liable for the result of following that instruction.

Where liability can lawfully be limited, each party's aggregate liability to the other arising from an event or related events is limited to the fees paid or payable for the affected services during the 12 months before the event. That cap does not apply to fraud, wilful misconduct, death or personal injury caused by negligence, infringement of the other party's intellectual property, breach of confidentiality or privacy obligations, payment obligations, or liability that cannot legally be capped. Any permitted limitation is reduced to the extent the other party's act or omission contributed to the loss.

12. Term, termination and transition

The agreement starts on acceptance and continues for the term in the Order. Either party may terminate for a material breach that is not remedied within 14 days after written notice, or immediately where the breach cannot be remedied, insolvency occurs, or continued performance would be unlawful or create a serious safety or security risk.

Convenience termination and any minimum term are as stated in the Order. On termination, the customer must pay for services properly supplied, approved commitments and reasonable wind-down work up to the termination date. We will provide reasonable transition assistance at the applicable rate and return or make available customer data in an agreed standard format, subject to law, technical feasibility and payment of undisputed amounts. Each party must return or securely dispose of confidential information when it is no longer required, subject to lawful retention and ordinary backups.

13. Disputes

A party raising a dispute must give details and the outcome sought. A representative from each party with authority to resolve it will meet or speak in good faith. If it remains unresolved after 10 business days, either party may propose mediation in Adelaide before starting court proceedings. This does not prevent urgent injunctive relief, debt recovery for an undisputed amount, or use of a statutory complaint or tribunal process.

14. General

Neither party may transfer the agreement without the other's consent, not to be unreasonably withheld, except to a related entity or as part of a genuine sale of the relevant business where the successor can perform the obligations. We may use suitably qualified personnel and subcontractors and remain responsible for their work within our scope.

Notices may be sent to the contacts in the Order by email or post. A waiver must be clear and does not waive later rights. If a provision is unenforceable, it is read down or severed to the minimum extent necessary. The agreement is governed by the laws of South Australia and applicable Commonwealth laws, and the parties submit to courts with jurisdiction in South Australia.

We may update these online terms for future Orders or renewals. An update does not retrospectively change an existing fixed-term agreement unless the parties agree or the agreement expressly permits the change with reasonable notice. The version that applies to a job is the one published when the quote was accepted or the invoice was paid. For a signed agreement, the version current when it was signed applies, plus any later update notified under that agreement. Each version is dated under Version, and earlier versions are available on request.

Website, hosting and domain services

How this schedule applies

This schedule applies to website design, development, maintenance, hosting, domain, DNS, SSL, email and related web services. It forms part of the agreement under the service terms. The Order identifies which services are purchased.

Project scope and process

The Order will describe the deliverables, platform, inclusions, assumptions, milestones and acceptance process. Work outside that scope, including additional pages, content entry, integrations, revisions, migrations, accessibility remediation or custom functionality, is a change and may affect fees and timing.

The customer must provide accurate content, brand assets, access and consolidated feedback by the agreed dates. A delay in dependencies may move the schedule. We may use reasonable placeholder content during development, but the customer must approve final public content.

Customer content and compliance

The customer warrants that it owns or has permission to use content, data, names, trade marks, images and instructions it supplies, and that they are lawful and accurate. The customer is responsible for business claims, product descriptions, prices, disclosures, industry rules and legal policies unless the Order expressly includes specialist advice.

We can implement accessibility, privacy, cookie, e-commerce and compliance features that are expressly in scope, but do not provide legal advice or guarantee compliance with every law or standard. The customer should obtain legal or specialist review appropriate to its business and users.

Design approval and acceptance

The customer must review milestones and identify material departures from the agreed scope within the review period in the Order, or otherwise within a reasonable time. A deliverable is accepted when the customer approves it, uses it in production, or does not identify a material non-conformity within the stated review period after being asked to review it. Acceptance does not remove rights that cannot lawfully be excluded.

Minor defects that do not prevent reasonable use do not justify rejection. We will address them through the agreed defect process.

Ownership and portfolio use

Ownership is governed by the Order and Service Terms. Unless the Order says otherwise, after full payment the customer owns its supplied content and receives a perpetual licence to use the final project-specific deliverables for its business. WaTo retains ownership of reusable code, systems, templates, tools, methods and know-how. Third-party and open-source components remain subject to their own licences.

We do not name the customer or show its work in our portfolio without the customer's written permission. We never disclose confidential information or non-public system details.

Domains and DNS

Domain registration is subject to registry and registrar rules, availability and eligibility requirements. The Order should identify the registrant. Where practicable, the customer should be recorded as registrant and retain current registrant contact details. Hosting, domain and licence renewals are invoiced before they fall due and are renewed once paid. If a renewal is not paid by its expiry date, the service may lapse, and any registry or provider fee to restore it is payable by the customer. Prepaid periods are not refunded if the customer cancels early, unless the law requires it. We are not responsible for expiry or loss caused by incorrect customer details, a rejected payment, customer delay or registry action outside our reasonable control.

DNS changes can take time to propagate and may affect connected services. We will use reasonable care but cannot control caches, registries, internet providers or third-party DNS platforms.

Hosting, maintenance and security

Hosting capacity, backups, maintenance, support and service levels are those in the Order. Shared or managed services must be used under the Acceptable Use Policy. We may apply urgent patches, isolate compromised content or temporarily restrict a service where reasonably necessary to protect customers or infrastructure.

The customer must keep authorised contacts current, use strong authentication, protect credentials, and promptly report suspected compromise. Unless expressly included, content updates, plugin licences, malware remediation, disaster recovery, email deliverability and restoration from customer-caused changes are additional services.

Third-party platforms and integrations

Search engines, social networks, payment gateways, email providers, plugins, themes, APIs and other platforms are controlled by third parties. Their fees, terms, features and availability may change. We do not guarantee rankings, traffic, sales, deliverability, platform approval or uninterrupted third-party operation. If a material dependency changes, we will discuss reasonable alternatives and any change in scope.

Handover and exit

After full payment, we will provide the credentials, exports or files stated in the Order. Some managed, proprietary or third-party services cannot be transferred as standalone software. On termination, reasonable migration or handover help is chargeable unless included. The customer should arrange replacement hosting and preserve copies before an agreed deletion date.

IT, digital, cyber and other services

How this schedule applies

This schedule applies to managed and ad hoc IT support, digital and cloud services, cyber-security work, consulting, procurement, installations, repairs, business systems, currency equipment and other technical or professional services. It forms part of the agreement under the service terms. The Order identifies which services are purchased.

Authorised access and instructions

The customer authorises us to access relevant premises, devices, accounts, networks, cloud tenants and data to the extent reasonably needed for the services. The customer must identify people authorised to request work and approve changes. We may require stronger verification for privileged access, financial changes, data exports, account recovery or security-sensitive requests.

Remote-support tools may allow a technician to view or control a device. The customer should close private material not relevant to the work and tell affected users where appropriate. We will use access only for authorised support and administration.

Supported environment

Coverage is limited to the users, sites, assets and services in the Order or accepted ticket. The customer must maintain supported software, legitimate licences, vendor support and reasonable physical and cyber-security controls. Work on end-of-life, undocumented, modified or unstable systems may require a separate risk plan and may be provided on a best-efforts basis.

We may recommend remediation before taking responsibility for an environment. If the customer declines a material recommendation, we will explain the resulting limitation where reasonably practicable, and affected incidents may fall outside an SLA or fixed fee.

Backups and change risk

Unless managed backup and recovery are expressly included, the customer is responsible for current, tested and appropriately separated backups. Before intrusive work, the customer must tell us about critical systems, unusual dependencies and recovery requirements.

Technical work can expose existing faults or cause unavoidable interruption. We will use reasonable care, change controls proportionate to the work, and agreed maintenance windows where appropriate. No backup or recovery system guarantees that every item can be restored.

Cyber-security services

Cyber-security is a shared responsibility. We provide the controls, monitoring, advice, testing or response stated in the Order. The customer remains responsible for user behaviour, approvals, internal governance, prompt reporting, supported systems and implementing recommendations outside our scope.

No provider can promise that attacks, fraud, data loss or downtime will never occur. A security assessment or test reflects the systems, information and techniques available at the time and is not a certification unless expressly stated.

If there is a credible active threat, we may take proportionate containment action within our authority, such as isolating a device, disabling a session or blocking traffic. We will notify an authorised contact as soon as reasonably practicable. Regulatory notifications and communications are the customer's responsibility unless the Order assigns them to us.

Projects, consulting and automation

Advice and designs are based on the information, objectives and constraints provided. The customer makes final business, legal, safety, employment and investment decisions. Forecasts, savings and performance improvements are estimates unless expressly guaranteed in the Order.

For integrations and automation, the customer must test outputs and retain appropriate human review for decisions or processes where an error could cause material harm. Third-party API, AI or platform changes may require additional work.

Hardware, equipment and repairs

Quotes may be subject to inspection, parts availability and vendor pricing. We will obtain approval before materially exceeding an estimate. Replaced parts may be retained or returned as stated in the Order or warranty requirements. Data may be lost during repair or replacement, so the customer must maintain backups unless data recovery is expressly in scope.

Manufacturer warranties and consumer guarantees apply according to law. We may assist with a vendor claim but do not control the vendor's decision or timeframe. Loan equipment, if supplied, remains ours and must be used reasonably and returned in the condition expected from fair wear and tear.

Third-party services and licences

Cloud, telecommunications, software and vendor services are governed by third-party terms and may change or be withdrawn. The customer must comply with licence limits and acceptable-use rules. We will not knowingly install unlicensed software. Vendor outages and changes are outside our control, but we will provide the coordination included in the Order.

Service levels and ad hoc work

Only services expressly covered by an Order receive contractual service levels under the SLA. Ad hoc work is queued on a best-efforts basis, prioritised by impact, safety, security, existing commitments and technician availability.

Acceptable use

Purpose and scope

These acceptable use rules protect customers, users and systems. They apply to anyone using a website, hosting account, email, network, cloud service, remote-access tool, device, portal or other service supplied or managed by WaTo Consulting Pty Ltd. Customers must make sure their users and anyone they authorise also comply.

Lawful and respectful use

You must not use a service to break the law, facilitate unlawful activity, infringe another person's rights, mislead or defraud, threaten or harass, distribute unlawful or seriously harmful material, or breach a court order or regulatory requirement.

You must not upload, publish or distribute content unless you have the necessary rights and permissions. You remain responsible for your content and for activity through your accounts.

Security and system integrity

You must not:

• gain or attempt unauthorised access to an account, device, network, data or service;
• probe, scan or test a vulnerability without written authority and an agreed scope;
• introduce malware, ransomware, destructive code or a hidden access method;
• intercept traffic or credentials without lawful authority;
• disable, evade or interfere with authentication, logging, rate limits or security controls;
• run an attack, denial-of-service activity, botnet, cryptomining or abusive automation; or
• use a compromised service or allow it to remain compromised after notice.

Security research requires our prior written approval. Approval may set boundaries, timing, reporting and safe-harbour conditions.

Email, messaging and communications

You must not send spam, use harvested or purchased lists without valid consent, disguise a sender, operate an open relay, conduct phishing, or send messages that breach the Spam Act 2003 (Cth) or other applicable law. Commercial electronic messages must have the required consent, sender identification and functional unsubscribe process.

Fair use and shared resources

You must not use shared services in a way that unreasonably degrades security, performance or availability for others. This includes excessive storage, bandwidth, compute, automated requests or email volumes outside the purchased service. Where use is unusually high, we will normally contact the customer to agree remediation, an upgrade or a reasonable limit before restricting service, unless urgent action is needed.

Credentials and account responsibility

Keep credentials confidential, use multi-factor authentication where offered, maintain current authorised users, and promptly report suspected compromise. Do not share personal accounts where named-user access is required. Activity using an account may be treated as authorised until we are told or have reason to suspect otherwise.

Monitoring and privacy

We may use proportionate technical measures to operate, secure and troubleshoot services, including logs, malware scanning, traffic analysis and resource monitoring. We do not routinely inspect content except where reasonably necessary to provide a service, investigate a credible issue, comply with law or protect people and systems. Personal information is handled under our Privacy Policy.

Responding to a breach

We may investigate a suspected breach and ask for information or remediation. Our response will be proportionate to the risk and may include a warning, rate limiting, content removal, isolation, temporary suspension or termination under the service agreement. Where practicable, we will give notice and a reasonable opportunity to remedy. We may act immediately where delay could create material harm, illegality, compromise, service disruption or third-party liability.

We will restore service when the risk is reasonably addressed, subject to the agreement. The customer is responsible for reasonable costs of responding to misuse caused by its breach, to the extent permitted by law and reasonably evidenced.

Reports and complaints

Report suspected abuse or compromise to info@wato.com.au or call (08) 7123 0805. Include relevant dates, addresses, logs or message headers where safe to do so. Do not send passwords or harmful files by ordinary email.

Service levels (SLA)

How this SLA works

This Service Level Agreement (SLA) applies only where a quote, order or other written agreement (an "Order") says it applies. It forms part of the agreement with WaTo Consulting Pty Ltd together with the service terms and any applicable part above.

The Order sets the actual coverage, target times, after-hours arrangements and any service credits. If the Order does not state a service level, work is provided on a best-efforts basis and no guaranteed response or resolution time applies.

As a starting point, during support hours we aim to respond to Priority 1 within 1 hour, Priority 2 within 4 business hours and Priority 3 by the next business day, and to do Priority 4 work as booked. These are typical targets, not guarantees, unless the Order adopts them.

Support hours and channels

Standard support hours are 8:30 am to 5:00 pm Adelaide time, Monday to Friday, excluding South Australian public holidays. After-hours support is available only where included in the Order or separately accepted by us. It may be charged at the applicable rate.

• Service portal: wato.au/service is the primary channel for new requests and creates a tracked record.
• Phone: (08) 7123 0805 is for a Priority 1 incident. Follow the call with a portal submission if one has not already been created.
• Email: info@wato.com.au is suitable for supporting material and non-urgent communication.
• Chat and SMS: useful for short updates, but they do not start an SLA clock unless we confirm that a ticket has been logged.

Priority definitions

• Priority 1, critical: a widespread outage or active security incident causing a material stop to business, with no reasonable workaround.
• Priority 2, high: a major function or multiple users are materially affected, but the business can continue in a limited way or a workaround exists.
• Priority 3, normal: a standard incident affecting a user or non-critical function, or a routine service request.
• Priority 4, planned: advice, access changes, minor improvements, projects, procurement or other scheduled work.

We may adjust the priority after considering impact, urgency, affected users, safety, security and available workarounds. We will explain a material change on request.

What the targets mean

Response means that a suitable team member has acknowledged the request and begun triage. It does not mean the issue is resolved. Restoration means a service or reasonable workaround has been restored. Resolution means the underlying ticket has been completed or otherwise closed by agreement.

Targets are measured only during the coverage hours in the Order. The clock starts when the request reaches an approved channel with enough information to identify the customer, affected service and impact. It pauses while we reasonably wait for customer information, approval, access, testing, an appointment, parts, a third-party provider or another dependency outside our control.

Customer responsibilities

To receive the contracted service level, the customer must use the agreed channels, provide accurate impact information and authorised contacts, maintain supported systems and licences, provide safe and timely access, follow reasonable security and continuity instructions, and promptly make decisions or perform agreed testing. The customer must not label routine work as critical.

Exclusions

Unless the Order says otherwise, service levels do not apply to:

• planned maintenance notified in advance;
• customer-requested changes, projects or scheduled work;
• unsupported, end-of-life or materially modified systems;
• failures caused by customer acts or omissions, unauthorised changes, misuse or failure to follow advice;
• telecommunications, utilities, vendors, cloud platforms or other third parties outside our reasonable control;
• force majeure events, internet-wide attacks or emergencies beyond reasonable control; or
• work suspended under the agreement, including for a serious security risk or overdue undisputed payment.

Maintenance and security work

We aim to give reasonable notice of planned maintenance likely to cause material disruption. We may perform emergency maintenance without advance notice where reasonably necessary to protect systems, data or users.

Service credits and remedies

A service credit applies only if the Order expressly provides one and states how it is calculated and claimed. A credit is not an admission of liability. Nothing in this SLA excludes any remedy or consumer guarantee that cannot lawfully be excluded under the Australian Consumer Law.

Escalation and review

If a request is not progressing as expected, reply to the ticket or call us and ask for escalation. We may review recurring incidents, response performance and agreed service levels with the customer. Changes to contracted targets must be agreed in writing.

Version

Version 1, published 31 October 2026. Any future version will be dated here.

Questions about these terms

Email info@wato.com.au, call (08) 7123 0805, or write to WaTo Consulting Pty Ltd, 52-54 Howards Road, Beverley SA 5009.