Service terms in plain English.

Last updated: 7 October 2026

How this page relates to your agreement

This page is a summary. Your signed service agreement and proposal are the contract. If this page and your agreement say different things, the agreement applies.

Support hours

Monday to Friday, 08:00 to 17:00, excluding public holidays. Monitoring runs 24/7. Alerts raised after hours are actioned on the next working day. Response targets by priority are set in your proposal.

Term and early exit

12 months. At the end of the term you choose: renew for another 12 months, or continue month to month with 30 days' notice. If you end the agreement early, the licences we have committed to on your behalf for the rest of the term remain payable.

Fees and minimums

Plans are priced per user per month, excluding VAT, and each plan has a minimum monthly fee. Current prices and minimums are on the pricing page. The price in your signed proposal is the one that applies to you.

Payment

Invoiced monthly in advance and collected by debit order. Service may be paused if an account falls overdue.

What counts as a user

A named person with a login or mailbox we support. Shared computers, servers and extra sites are counted in your proposal. You can add users at any time. The count does not drop below the number you signed for during the term.

Price changes

Your per-user price is reviewed once a year, at renewal. If a vendor or the exchange rate pushes our licence costs up during the term, we pass on that increase only, with 30 days' notice.

What is not included in the monthly fee

Four things sit outside the per-user price on every plan. Each one is quoted in your proposal before you sign.

• Software licences. Microsoft 365 and your business applications are billed separately or stay on your own account. The monitoring, security and backup tools we run for you are included.
• Hardware. Firewalls, switches, access points, computers and backup devices are quoted separately. The plan covers managing them, not buying them.
• On-site call-outs. Support is remote first. If a visit to your office is needed, it is quoted before we come out.
• Onboarding. A once-off setup fee for documenting your environment, deploying our tools and closing the urgent gaps. Fixed in your proposal.

Existing problems

Systems that are out of vendor support or already faulty when we take over are listed in your assessment. They are covered once they have been fixed or replaced, at a quoted price.

Your data and POPIA

We sign a POPIA operator agreement with every client, covering how we handle the personal information on your systems. How we handle enquiries made through this website is in our privacy notice.

Liability

What each side is responsible for, and the limits on liability, are set out in the service agreement.

Questions

Email hello@buzzworks.co.za. You will see the full agreement with your proposal, before you sign anything.