General Terms & Conditions
Standard Terms and Conditions
- MSA – October 2023 – Master IT Services Agreement
- MSA – October 2023 – Schedule 1 Managed Services
- MSA – October 2023 – Schedule 2 Projects
Critical Information Summary | VoIP Plans
- Critical Information Summary – Call Centre Trunk Channel Plan – Unlimited
- Critical Information Summary – Per User, Unlimited, With Teams
- Critical Information Summary – Per User, Timed, With Teams
- Critical Information Summary – Per User, Timed
- Critical Information Summary – Per User, Untimed
- Critical Information Summary – Trunk Plan
In some cases, clients may have specific terms set our in their individual contracts, if you have a service with Otto, you can request a copy of your contract by sending an email to our finance team on [email protected].
All requests for paperwork must come in writing by an authorised account representative.
Other Terms & Conditions
Definitions
Request (Service Request)
A Request, also referred to as a Service Request, is a planned or standard action where an end user or authorised contact asks for something to be added, changed, configured, or provided within the IT environment where no fault or service failure exists.
Requests generally involve routine operational tasks or standard changes that enhance or modify existing functionality rather than resolving an Issue. Examples may include installing software, granting access to systems, provisioning user accounts, or configuring devices.
For clients on an Unlimited Support plan, standard Requests are included for up to four (4) hours of effort per individual request.
For clients whose agreement includes onsite support, Requests may also be delivered onsite where required, and onsite attendance for standard Requests is included within the agreement.
Examples of Requests include:
- Provisioning a new user account
- Standard laptop or workstation setup
- Installing approved software
- Granting access to shared folders or applications
- Creating shared mailboxes or distribution groups
Requests Exceeding Four Hours
Where a Request is expected to require more than four hours of engineering time, the work may be scoped and delivered as a Project, depending on the size and complexity of the work.
Fair Use and Project Classification
Otto IT structures its support agreements so that the commercial cost of delivering day to day support activities, including standard Requests, is incorporated into the pricing of the agreement. This allows clients to lodge operational Requests without needing to approve small tasks individually while still maintaining predictable service delivery.
To ensure this model remains fair and sustainable for all clients, Requests are subject to a reasonable fair use approach. Standard operational tasks that reasonably fall within normal service desk activity are included within the agreement, provided each individual Request remains within the four hour effort guideline.
Where a request, or a collection of related requests, represents a larger body of work, infrastructure rollout, coordinated onboarding activity, or other initiative requiring more substantial engineering time, it will be classified and delivered as a Project.
For example:
- Setting up a single laptop for a new employee would normally be treated as a standard Request.
- Preparing multiple laptops for several new staff starting at the same time may be treated as a Small Project or Project depending on the scope.
- Setting up technology for a new office location would typically be treated as a Project and scoped accordingly.
This distinction ensures that unlimited support agreements provide strong and flexible operational support while maintaining clear boundaries between support services and project delivery. Attempting to deliver large projects through multiple Request tickets does not align with the intent of the agreement or the fair use model and may require the work to be reclassified and scoped as a Project with appropriate client approval.