Who these terms cover
These terms describe engagement with Sinointeractive for business technology services. The contracting entity, customer, scope and commercial details must be identified in the accepted proposal or service agreement. Browsing this website alone does not place an order or authorise access to your systems.
Scope and order of documents
The signed service agreement or statement of work defines the services purchased and takes priority over this general website information in a conflict, subject to mandatory law. These terms, our Privacy Policy, Software Terms and Billing, Cancellation & Refunds policy should be read together. Website descriptions illustrate available services; they do not mean every feature is included in every plan.
Starting and changing work
Work begins after scope, price, responsibilities and necessary authorisation have been agreed. Onboarding may include environment discovery, access setup and a remediation plan. New locations, devices, projects or material changes require an agreed scope adjustment. Third-party purchases and chargeable additional work require customer approval.
Support and service levels
Support channels, operating hours, supported locations, escalation arrangements and any response targets are defined in your agreement. An initial response is different from restoration or final resolution. Recovery depends on the incident, access, vendor availability and the agreed scope. This website does not promise a specific uptime, response time or round-the-clock human support.
Authorised access
Clients must have authority over the systems they ask us to support and nominate people who can approve work. Remote sessions and ongoing management must stay within that authorisation. Unattended access requires an explicit managed-service arrangement; otherwise session access is approved for the task. Access can be withdrawn, although doing so may prevent delivery of affected services. Do not share personal passwords by email.
Customer responsibilities
Provide accurate environment information, appropriate licences, access and timely decisions. Notify staff about relevant monitoring and access as required. Tell us about system changes, suspected incidents and critical dependencies. Backup responsibility, coverage and recovery testing must be agreed explicitly; a general support plan does not automatically include protection of every file or application.
Security, backups and vendors
Security controls reduce risk but cannot eliminate every threat. Recovery is limited by the configured backup scope, retention, available recovery points and condition of the data. Third-party services remain subject to their own terms and availability. We are an independent provider; using a vendor’s technology does not imply we represent that vendor.
Fees and payments
Prices, currency, taxes, billing frequency and payment dates are specified in the accepted quotation or agreement. Recurring licences, hardware, project costs and work outside scope must be identified separately where applicable. See the Billing, Cancellation & Refunds policy for questions, cancellations and disputed charges.
Confidentiality and data
Each party should protect confidential information received for the engagement and restrict disclosure to people or providers who need it for authorised work or legal obligations. The customer retains ownership of its data. Separate data-processing terms should define instructions, security responsibilities, subprocessors and deletion or return arrangements where required.
Intellectual property and acceptable use
Existing tools, templates, methods and third-party products remain the property of their respective owners. Rights to custom deliverables should be specified in the project agreement. Do not use the website or services for unauthorised access, unlawful activity, interference with systems or infringement of others’ rights.
Ending services and handover
Term, renewal, notice and any early-exit charges must be stated before acceptance. Arrange handover of customer-owned records, access, licences and relevant configuration, plus removal of management tools. Offline devices may require customer action. Outstanding billing disputes do not transfer ownership of customer data to us.
Service standards, disputes and legal rights
The agreed service standard, remedies and any lawful limits of liability should be set out in the signed agreement. No promise of error-free technology or guaranteed business outcomes is made by this website. Nothing here removes rights or responsibilities that cannot legally be excluded. Contact us first to discuss concerns; governing law and dispute venue should be identified in the agreement rather than inferred from a website visit.
Updates and notices
The date on this page identifies this version. Updating website terms does not silently rewrite an existing signed agreement; changes to an active engagement follow its agreed change process. Send service and contractual notices to the contact below and include your organisation and agreement reference.