These Managed Technology Terms apply to all Customers receiving Managed IT services under a Wolfe Systems’ Managed Technology Plan.  

These terms form part of the Service Agreement and are governed by Wolfe Systems’ General Terms and Conditions and Privacy Policy. 

1. Managed Technology Plans 

Wolfe Systems delivers Managed Technology services under tiered service plans that define the inclusions, boundaries, and service entitlements available to the Customer.  

These plans are subject to periodic changes for operational, commercial, or strategic reasons. Such changes may be applied without notice where immediate adjustment is required due to supply, vendor, or business-critical changes. 

The specific plan and inclusions applicable to the Customer are outlined in the Service Summary or quotation provided at onboarding or renewal. Entitlements vary based on the plan tier selected. 

2. Service Level Agreements (SLAs) 

Wolfe Systems maintains Service Level Agreements (SLAs) that define target response and resolution times for support incidents based on severity, Customer plan tier, and time of day. SLAs serve as operational benchmarks and prioritisation guidelines — not guarantees or contractual remedies. 

SLA targets help ensure consistency and fairness across all managed customers, but actual response times may vary depending on ticket volume, Customer responsiveness, incident complexity, and third-party vendor involvement. 

SLA expectations and escalation thresholds are outlined in Wolfe Systems’ SLA Policy, provided separately. This document is available on request or included as an appendix to the Service Summary. 

3. Service Limitations and Engineer Attendance 

The following services or conditions fall outside the scope of standard Managed Technology support and may incur additional charges: 

• Support for personal or unmanaged devices 

• Work arising from customer-made changes or configuration drift 

• After-hours support where not covered by the Customer’s plan 

• Travel to or service at remote, unstaffed, or high-risk locations 

• Services resulting from physical or environmental damage (e.g. power surges, heat, liquid, vermin) 

• Migration projects, office relocations, network redesigns, and major upgrades 

• Support of software or systems not approved or managed by Wolfe Systems 

Onsite Engineer attendance is chargeable unless explicitly covered in the Customer’s plan. Wolfe Systems may, at its discretion, waive charges in good faith, but this does not constitute precedent or entitlement. 

3.1 Engineer Availability 

Wolfe Systems delivers Managed Technology services using a shared team of skilled Engineers, including support, systems, and network and other engineers. Unless otherwise specified in writing through a dedicated agreement, Engineers are allocated across multiple customers and may not be immediately available at the time of a request. 

The Customer may not be assigned the same Engineer for every interaction. Wolfe Systems prioritises familiarity and continuity where possible, but reserves the right to assign any suitably qualified Engineer based on availability and issue severity. 

4. Monitoring Agent and Transparency 

Installation and ongoing operation of Wolfe Systems’ Monitoring Agent is mandatory for any device covered under this service. The agent enables: 

• Real-time status monitoring and alerting 

• Remote access and troubleshooting 

• Patch automation and scheduled maintenance 

• Usage reporting and audit tracking 

If the agent is removed, tampered with, or disabled, Wolfe Systems may bill the Customer at the highest applicable plan tier or on a time and materials basis, due to loss of visibility and serviceability. 

5. Right to Adjust Plans, Pricing and Inclusions 

Wolfe Systems reserves the right to: 

• Update or change the features included in any service plan 

• Adjust pricing with 30 days’ written notice 

• Recommend a higher-tier plan where Customer demand materially exceeds the intended scope of the subscribed service 

Adjustments may be made to reflect increased supplier costs, labour inputs, or support complexity. 

6. Per-User Quantity Adjustments 

Managed Technology plans billed on a per-user basis may allow for quantity reductions to reflect genuine, permanent changes in the Customer’s team size. 

The Customer may request a reduction in active user quantities by: 

• Submitting the request in writing with a minimum of 30 days’ notice 

• Providing reasonable supporting information such as offboarding logs, licence deactivations, or organisational changes 

• Cooperating with any reasonable audit process conducted by Wolfe Systems to validate the request 

Wolfe Systems reserves the right to: 

• Decline or defer reductions it deems temporary, unverifiable, or inconsistent with service requirements 

• Apply a minimum billing threshold where reductions materially impact support delivery or agreed service levels 

• Reject retrospective requests for reductions that were not submitted in accordance with this clause 

This clause does not permit the Customer to reduce user quantities to avoid minimum commitments or to temporarily pause billing entitlements. 

7. Plan Feature Terms 

The following features may be included in your Managed Technology service depending on your selected plan. These features define the specific inclusions, tools, and methods Wolfe Systems may use to deliver services. Not all features are available in all plans. 

7.1 Remote Support 

Technical assistance provided to users via phone, email, chat, or secure remote access tools. Covers day-to-day troubleshooting, incident resolution, and minor configuration tasks for supported software and hardware. 

Remote support is available during business hours unless otherwise specified in the Customer’s plan. All interactions are logged and tracked within Wolfe Systems’ service platform. 

7.2 Onsite Support 

In-person technician visits to resolve issues that cannot be remediated remotely. Includes fault diagnosis, hardware replacement (where applicable), and physical reconfiguration of supported systems. 

Onsite support may be included or limited based on plan tier and Customer location. Travel outside designated zones may incur additional fees. 

7.3 Monitoring & Alerting 

Automated visibility of supported endpoints and systems via Wolfe Systems’ monitoring agent. Alerts may include: 

• Resource thresholds (e.g. disk space, CPU usage) 

• Device failure indicators 

• Service interruptions 

• Security anomalies 

The Customer acknowledges: 

• Monitoring coverage varies based on plan and supported device type 

• Not all alerts are acted on immediately — Wolfe Systems may receive, log, or queue alerts for action based on service hours and plan entitlements 

• Alert generation does not imply automatic remediation unless the plan explicitly includes it 

The monitoring system does not replace regular administrative oversight and may not capture every incident or edge case, particularly in non-standard or third-party-managed systems. 

7.4 Asset Management 

Asset Management is used to inform lifecycle planning, refresh proposals, and SLA assessments. 

This covers tracking and administration of Customer-owned devices including: 

• Hardware model and serial records 

• Warranty status and expiry tracking 

• Device role and location 

• Device status (active/retired) 

The Customer is responsible for: 

• Providing accurate asset details during onboarding 

• Notifying Wolfe Systems of asset relocations, transfers, or decommissions 

• Reviewing and verifying asset records regularly 

Wolfe Systems is not liable for delays, SLA misalignment, or inaccurate support if asset records are outdated or incorrect due to Customer omission. 

7.5 Patch Management 

Scheduled and emergency deployment of security, stability, and critical updates for operating systems and supported third-party software (e.g. Chrome, Java, Adobe). 

Includes: 

• Automated scan and apply cycles 

• Compliance reporting 

• Remediation of failed patches 

• Testing where appropriate before rollout 

Excludes unsupported or legacy software versions and applications outside Wolfe’s management scope. 

Patching may be paused, deferred, or fail entirely if the Customer’s device is misconfigured, disconnected, or subject to unmanaged software interference. Wolfe Systems is not responsible for vulnerabilities arising from device or policy misalignment. 

7.6 Change Management 

Formalised service requests for system modifications, including infrastructure changes, policy updates, configuration adjustments, or access changes.  

Process may include impact assessment, Customer signoff, and scheduling outside business hours if necessary. Not all changes are included within standard support and may be quoted. 

Where a Customer submits configuration changes that contradict Wolfe Systems’ security or compliance recommendations, such requests may be declined or subject to written Customer authorisation and disclaimer. All high-risk changes are logged when this service is included with the Customer’s plan.

7.7 Endpoint Protection 

Centralised installation, configuration, and oversight of antivirus, EDR (Endpoint Detection and Response), or advanced endpoint security platforms. 

Regular auditing of managed endpoint protection to ensure agent presence, policy compliance, and appropriate alert response. Includes: 

• Verification of installation and version status 

• Policy drift detection 

• Compliance reporting 

• Signature and behavioural detection 

• Central alerting 

• Quarantine handling 

• Security policy application 

Findings may result in recommendations for corrective action or plan upgrades.  

The Customer must not disable, circumvent, or replace the managed protection platform. Wolfe Systems may suspend security support or bill additional time where device protection is non-compliant or repeatedly disabled.

7.8 Backup Monitoring 

Daily validation of scheduled backup jobs. Applies only where Wolfe Systems is responsible for the backup system or platform. 

Includes: 

• Backup success/failure checks 

• Ticket creation for failed jobs 

• Assistance with rerunning failed backups 

• Backup software update management (where in scope) 

Excludes manual file recovery, backup system configuration, or storage cost unless otherwise included. 

The Customer must notify Wolfe Systems before altering backup schedules, configurations, or storage paths. If backups fail due to Customer-side changes or unmanaged systems, Wolfe Systems accepts no liability for data loss or restoration failure. 

7.9 Microsoft 365 Administration 

Administration and advisory for Microsoft 365 tenants, including: 

• User and licence management 

• Security configuration (e.g. conditional access, audit logging) 

• Best-practice policy enforcement 

• Mail flow and delivery analysis 

• Health alert monitoring 

Wolfe Systems does not manage Customer-side business processes or custom apps (e.g. Power Automate/Power Apps) unless explicitly scoped. 

Wolfe Systems requires full administrative access to manage the Microsoft 365 tenant effectively. Where access is revoked or partially restricted, support scope may be limited and response timelines extended. Customer-deployed apps and integrations are not supported unless explicitly scoped.

7.10 Access Management 

Access Management is governed through workflows, tools, platforms to install controls used to secure, audit, and limit administrative-level access to systems, data and information.  

The Customer is responsible for ensuring the structure of Access Management controls is sufficient relative to the employees and contractors within and working with their organisation. They must ensure that all stakeholders use any such platforms correctly.  

Repeated misconfiguration or refusal to adopt controls may result in security audit failure or support exclusion for privileged access incidents.

7.11 Email Protection 

Provision, configuration, and monitoring of email filtering and protection tools (e.g. Microsoft Defender for Office 365, third-party filtering solutions). 

Features may include: 

• Spam and malware detection 

• Link scanning 

• Impersonation detection 

• Quarantine and release management 

• Policy enforcement 

• Support includes rule tuning and incident response within Wolfe-managed platforms. 

The Customer is responsible for: 

• Using strong, unique passwords and MFA 

• Avoiding sign-up for personal or non-business services using company addresses 

• Not sharing mailbox access with unauthorised users 

• Informing Wolfe Systems of compromised accounts or abuse patterns 

• Failure to adhere to basic account hygiene may reduce the effectiveness of the email protection platform and void Wolfe Systems’ obligation to respond to user-specific security incidents. 

7.12 Multi Factor Authentication (MFA) Policy 

Configuration and enforcement of multi-factor authentication policies across supported platforms (e.g. Microsoft 365). May include: 

• Conditional access rule design 

• Enforcement group targeting 

• Baseline policy review and update 

MFA must be enabled for all eligible users to maintain Wolfe Systems’ security support obligations. Customers who opt against MFA agree to forgo certain entitlements within Wolfe’s services, including the Managed Technology service. Please see the General Terms for further information. 

7.13 Password Management Platform Configuration 

Initial configuration and administrative oversight of a supported password management platform (e.g. PassPortal). Includes: 

• Organisational structure setup 

• User provisioning and access policy configuration 

• Integration support (e.g. SSO or browser extension enablement) 

Ongoing user management is the Customer’s responsibility unless otherwise agreed. Wolfe Systems is not responsible for abuse, mismanagement of access and other utilisation that contradicts best security practices. 

7.14 vCTO 

Virtual Chief Technology Officer engagement designed to provide strategic IT direction. 

Includes: 

• IT roadmap planning 

• Budget forecasting 

• Business risk and compliance advisory 

• Software licensing and platform alignment 

Meetings are scheduled quarterly or by mutual agreement. Recommendations are provided in writing where applicable. 

The Customer is responsible for: 

• Providing accurate business and system context 

• Making commercially reasonable efforts to act on recommendations 

• Acknowledging that failure to implement vCTO-provided recommendations may reduce service stability, security, or compliance. Wolfe Systems is not liable for the consequences of rejected or ignored vCTO advice. 

7.15 Account Management 

A dedicated Service Delivery Manager or Account Manager is appointed to: 

• Coordinate ongoing services 

• Facilitate quarterly reviews 

• Serve as an escalation point 

• Provide reporting and trend analysis 

A relationship is aligned with plan tier; higher tiers include increased touchpoints and review frequency. Wolfe Systems may rotate Account Managers from time to time. 

 The Customer is responsible for maintaining open communication, including making time to meet with the assigned Account Manager and for escalating operational issues where alignment is required. 

7.16 Emergency Support Line 

Access to an after-hours phone number for critical support incidents.  

This is intended only for emergency use outside Business Hours where business continuity, or security is significantly impacted.  

Where a Customer’s plan does not include 24x7x365 service, utilisation of the Emergency Support Line is chargeable at the current hourly rate with a minimum of a one hour charge. 

7.17 Third-Party Vendor Liaison 

Wolfe Systems will act as an intermediary with supported vendors and providers. 

Includes: 

• Logging tickets with software or hardware vendors 

• Assisting with warranty claims or escalations 

• Coordinating updates or changes required for compatibility 

Support is limited to vendors approved and recognised by Wolfe Systems. Wolfe is not responsible for vendor performance or response times. 

8. Customer Responsibilities and Security Obligations 

The Customer must: 

• Maintain working internet, power, and access to supported systems 

• Notify Wolfe Systems of any relevant infrastructure or software changes 

• Adhere to minimum security best practices, including but not limited to: 

• Enabling MFA on all compatible systems 

• Ensuring backup policies are active and reviewed 

• Operating devices in accordance with reasonable care 

Failure to implement recommendations deemed critical by Wolfe Systems — such as endpoint protection, backup, MFA, or policy enforcement — may release Wolfe Systems from responsibility or liability in the event of a security breach or data loss. 

9. Software Licensing and Third-Party Platforms 

The Customer is solely responsible for ensuring valid licensing of all software, platforms, and applications in use. 

Wolfe Systems will provide best-effort support for third-party or Customer-managed systems but is not liable for defects, downtime, or licensing compliance issues arising from such platforms. 

10. Platform Compliance and Licensing 

Many features included in Wolfe Systems’ Managed Technology service are delivered through third-party software, platforms, or cloud services (e.g. Microsoft 365). By engaging Wolfe Systems to deliver these services, the Customer agrees to abide by the relevant third-party terms of use, licensing requirements, and data protection obligations imposed by those vendors. 

Wolfe Systems will provision and manage access to these platforms in accordance with plan entitlements but is not responsible for: 

• Customer misuse or breach of vendor-imposed obligations 

• Feature limitations caused by licensing tier or vendor changes 

• Data loss or compliance failure arising from unauthorised platform usage 

The Customer agrees that any use of these services is subject to the vendor’s published terms, which may change from time to time. 

11. Disaster Recovery Support and Limitations 

Disaster recovery support is provided only where: 

• The Customer has an active backup service monitored by Wolfe Systems 

• Recovery is technically feasible within the backup infrastructure 

• Devices and configurations are not altered outside of Wolfe Systems’ visibility 

Recovery windows (RTO/RPO) are best-effort unless explicitly defined in the Service Agreement or Statement of Work. 

Wolfe Systems does not assume liability for recovery failure where backup status is unknown, unmanaged, or where the Customer has rejected recommended redundancy or data retention practices. 

12. Logistics and Availability 

Wolfe Systems’ ability to deliver support, parts, or services may be impacted by third-party vendor constraints, freight delays, supplier shortages, or environmental conditions. 

Wolfe Systems is not liable for failure or delay arising from such external events. 

13. Hardware Warranty 

Devices procured outright by the Customer and supported under a Managed Technology plan will be maintained in accordance with the inclusions of the Customer’s selected plan tier. Support is provided on a per-user or per-device basis as defined in the plan quota and applies only to the operational scope of the Managed Technology service. 

Hardware support does not include warranty processing or replacement obligations. Devices purchased through Wolfe Systems include the manufacturer’s standard warranty unless an extended warranty was separately arranged. Wolfe Systems will provide assistance with warranty claims where practical but is not responsible for hardware failures, lead times, or outcomes. 

Where a device issue falls outside the scope of day-to-day Managed Technology support — including, but not limited to, physical damage, manufacturer failure, or repeated instability — Wolfe Systems reserves the right to treat investigation or remediation as out-of-scope work chargeable at the prevailing hourly rate. 

14. Privacy and Data Security 

All data handled by multifunction devices is subject to Wolfe Systems’ Privacy Policy which is available on the wolfesystems.com.au website. The Customer is solely responsible for ensuring lawful, appropriate use of the print environment. Customers must manage confidentiality and access control. Wolfe Systems does not monitor or audit scanned/printed content. 

15. Authority and Scope Determination 

Wolfe Systems retains final authority in determining the inclusions and boundaries of the Managed Technology service as delivered under the selected plan and this Agreement. 

Where ambiguity or a grey area exists in the interpretation of plan features, Wolfe Systems will use reasonable judgement to determine scope, classification (e.g. standard vs project work), and any applicable billing. 

Wolfe Systems will endeavour to provide explanation or supporting context for such determinations and may provide time logs or service notes upon request. However, the provision of such records is not mandatory and shall not restrict Wolfe Systems’ right to invoice as per their interpretation of the Agreement. 

16. General Provisions 

These terms are part of the Customer’s Service Agreement. Wolfe Systems will endeavour to issue notice of any updates but may make amendments without explicit notice. Updates reflect changes in commercial, technical, vendor, or legal requirements. 

17. Definitions 

For the purposes of these Managed Print Terms, the following definitions apply: 

Account Management refers to a dedicated Wolfe Systems representative responsible for coordinating service delivery, managing escalations, and conducting scheduled performance reviews. 

Asset Management refers to the tracking and administration of hardware devices including model, serial number, warranty status, assignment, and location. Used to support proactive maintenance and lifecycle planning. 

Backup Monitoring refers to the process of validating scheduled backup jobs, generating alerts for failed runs, and remediating issues where backups are within Wolfe Systems’ scope of service. 

Business Hours refers to 9:00 AM – 5:00 PM AWST, Monday to Friday, excluding public holidays. Support outside of these hours may incur additional charges unless included in the Customer’s plan. 

Change Management refers to the controlled process for requesting, assessing, approving, and implementing changes to systems, configurations, or security policies. Includes both planned and emergency change workflows. May require additional documentation or Customer approval. 

Device refers to any hardware endpoint covered under the Managed Technology service, including desktops, laptops, tablets, or network-attached systems where the Wolfe Systems monitoring agent is installed. 

Emergency Support Line refers to a direct contact method available for critical after-hours incidents, intended for use where service degradation or business impact is significant. Only available to Customers with an eligible plan or escalation agreement. 

Engineer refers to Wolfe Systems personnel engaged in technical support, systems administration, or infrastructure engineering roles. The term includes Support Engineers, Systems Engineers, and Network Engineers, as assigned based on capability and availability. 

Endpoint refers to any supported desktop, laptop, tablet, or mobile device enrolled in the Managed Technology service through Wolfe Systems’ monitoring agent. 

Endpoint Protection refers to managed antivirus or EDR/XDR software provided and maintained by Wolfe Systems, including configuration, updates, and incident response. 

IT Systems refers to the Customer’s supported infrastructure, including servers, endpoints, network equipment, operating systems, and business-critical applications within the scope of the Managed Technology service. 

Password Management refers to the password management tool provided under eligible plans. Usage is subject to the tool’s own licence terms and conditions. Wolfe Systems provides basic administration but is not responsible for data stored within, or how access is managed outside of Wolfe’s administration. 

Microsoft 365 Administration refers to the management of users, licences, security policies, and core settings within the Customer’s Microsoft 365 tenant. 

Monitoring Agent refers to the Wolfe Systems software tool deployed on supported endpoints to facilitate monitoring, alerting, remote access, patching, and reporting. This tool is mandatory for all managed devices. 

Onsite Support refers to technician visits at the Customer’s premises. May include fault investigation, hardware replacement, or network remediation. Included or chargeable depending on the Customer’s plan and service zone. 

Overusage refers to any service usage that significantly exceeds the reasonable limits of the subscribed plan tier, such as high-frequency support, unmanaged system rework, or excessive incident volume. May result in plan review or charges. 

Patch Management refers to the assessment, deployment, and logging of updates for supported operating systems and selected third-party software. It includes regular update cycles and ad hoc security patching where critical issues are identified. 

Plan refers to the specific Managed Technology plan selected by the Customer, defining inclusions, pricing, and operational boundaries. 

Portal Access refers to secure login access to Wolfe Systems’ client portal. Customers may use the portal to view tickets, submit service requests, and access documents or reports where supported by their plan. 

Preventative Maintenance refers to scheduled checks and technical reviews aimed at reducing failure risk and improving system performance. May include firmware verification, event log audits, and configuration reviews. Triggered by plan tier or Wolfe Systems discretion. 

Access Management (AM) refers to workflows, tools, and controls used to secure, audit, and limit administrative-level access to systems. May be included within plans or delivered as an addon service. 

Project Work refers to non-recurring scoped activities such as migrations, infrastructure builds, or new platform deployments. Project Work is excluded from standard Managed Technology support unless separately quoted and approved. 

Remote Support refers to technical support delivered via phone, email, or secure remote access. Available during Business Hours unless otherwise specified. 

SLA refers to Service Level Agreement — a set of target response and resolution times for support issues based on severity, plan tier, and time of day. SLA targets are documented separately and may vary by plan. 

Service Callout refers to an onsite technician visit requested to resolve a support issue that cannot be addressed remotely. May be billable or included depending on the plan. 

Sophos refers to the endpoint protection platform provided under eligible plans. All use is governed by Sophos’ end user terms and subject to the availability and capability of the manufacturer. 

Third-Party Terms refers to licensing, usage, and privacy obligations imposed by any vendor software, platform, or service included in the Managed Technology plan. The Customer is responsible for complying with these terms, and Wolfe Systems accepts no liability for breaches arising from misuse or non-compliance. 

Third-Party Vendor Liaison refers to Wolfe Systems acting on the Customer’s behalf to coordinate or escalate support with a supported vendor (e.g. ISP, software vendor, carrier). 

vCTO refers to a Virtual Chief Technology Officer — a strategic advisor assigned to the Customer to assist with IT planning, budgeting, governance, and risk mitigation.