Strata Help Desk — Master Services Agreement
Version: 1.0 | Rates effective from Commencement Date
This Schedule governs the terms under which the Provider delivers Professional Services — work outside the scope of the standard Subscription — to the Subscriber. Capitalised terms have the meaning given in the MSA body.
"Professional Services" means any work performed by the Provider for the Subscriber that is not included in the standard Subscription under Schedule A. This includes, but is not limited to:
Standard bug fixes, system maintenance, and support within scope of Schedule B are never charged as Professional Services.
| Service Type | Rate | Minimum Charge |
|---|---|---|
| Standard Professional Services | $150.00 AUD / hour | 1 hour |
| After-hours / urgent delivery (outside standard support hours) | $225.00 AUD / hour | 1 hour |
| On-site attendance (per visit, ex travel) | $450.00 AUD / half-day $850.00 AUD / full day |
Half-day |
| Fixed-price engagement (by agreement) | As specified in the applicable Statement of Work | Per SOW |
Rates are reviewed annually on the anniversary of the Commencement Date. Rate increases are subject to 30 days' written notice. CPI escalation applies on the same basis as Subscription Fees (clause 7.3 of the MSA, capped at 5% per annum). The Subscriber may lock in the current rate for any work quoted before the anniversary date by providing written approval of a Statement of Work before the rate change takes effect.
Time is recorded to the nearest 15-minute increment. Travel time to and from on-site engagements is charged at half the standard rate. Time spent on internal administration (invoicing, project management) is not charged.
The Subscriber requests Professional Services by email to [email protected] describing the work required. For engagements estimated at more than 4 hours, the Subscriber should provide a written brief.
The Provider will provide a written estimate within 3 Business Days of a request. For engagements under 4 hours, the estimate may be provided by email without a formal Statement of Work. For engagements of 4 hours or more, a Statement of Work (SOW) will be prepared (see section D4).
No Professional Services work commences until the Subscriber provides written approval of the estimate or Statement of Work. Approval by email is sufficient. The Provider will confirm receipt of approval and provide a commencement date before proceeding.
Standard Professional Services are delivered remotely unless on-site attendance is explicitly requested and agreed. The Provider will confirm delivery by email upon completion of the work, and the Subscriber has 5 Business Days to raise any issues. Acceptance is deemed given after 5 Business Days without a written objection.
Professional Services are invoiced on completion of the engagement (or at agreed milestones for longer engagements). Invoices are payable within 14 days. Time-and-materials engagements are invoiced with a time log summarising work performed per day. Fixed-price engagements are invoiced per the SOW milestone schedule.
For engagements of 4 hours or more, or fixed-price engagements, the Provider will prepare a Statement of Work using the following structure. The SOW is a binding order under this Agreement once executed by both parties.
If work under an approved SOW expands beyond the agreed scope, the Provider will notify the Subscriber in writing before proceeding with any out-of-scope work. A change request must be approved in writing (email acceptable) by the Subscriber before the additional work is performed. The change request will specify the additional hours or cost involved.
Travel and out-of-pocket expenses for on-site Professional Services engagements are reimbursed at cost, subject to the following:
All expenses are itemised on the invoice with receipts attached. The Provider will provide advance estimates of travel costs before any on-site engagement commences.
Unless otherwise agreed in writing in the applicable Statement of Work:
See clause 11 of the MSA body for the full intellectual property provisions.
The Provider warrants that Professional Services will be performed:
The liability cap in clause 15 of the MSA applies to Professional Services. The Provider does not warrant that any specific outcome (e.g. migration completeness, third-party integration behaviour) will be achieved where the outcome depends on third-party systems or data quality outside the Provider's control.
Schedule D — Professional Services v1.0 | Part of the Strata Help Desk Master Services Agreement | MSA Body | Schedule A | Schedule B | Schedule C