Managed Services Terms
Here at Mint, we believe in plain English agreements, so both sides understand what they're agreeing to. This page sets out the main points of our standard Master Services Agreement in plain English.
The agreement
Our standard terms are in our Master Services Agreement (General Terms and Conditions). When you sign up for a Mint service, your agreement is with Mint Technology New Zealand Limited, trading as Mint Technology, and its associated companies.
Read the full Master Services Agreement (PDF). It applies to every customer, along with any service schedule, supplementary terms or agreed pricing for your services.
This page is a summary only. If anything here differs from the agreement, the agreement applies.
Support and contacting us
When something stops working, you need to know who to call and when. Here's how it works.
- Support hours are 8am to 5pm, Monday to Friday, excluding public holidays.
- Contact us by email at support@mint.net.nz, through our ticket system at help.mint.net.nz, or by phone on 09 222 0220. Our service levels apply only when you use these channels.
- After hours, call us to request support. We may bill after-hours work at our after-hours rate, unless your agreement says otherwise.
- Escalation: if we haven't actioned a request the way we should have, contact your Account Manager.
- Service levels depend on how many people are affected. There are separate targets for initial response and for onsite attendance, and you'll find them in the agreement.
Fees and billing
Your invoice shouldn't hold any surprises. Here's what you pay, and when.
- We usually bill monthly fees in advance. We bill variable charges in arrears, which means after the work's been done. Depending on when you signed up with us, you may be billed differently. Ask us if you aren't sure.
- For customers on a Mint managed plan, standard labour is $145 + GST per hour in business hours and $299 + GST per hour after hours.
- If you're not on a managed plan and need emergency support or fieldwork, we charge $189 + GST per hour in business hours and $349 + GST per hour after hours, in 30-minute increments.
- Late payments may attract interest at 12% a year. If a payment is more than 5 business days late, we may suspend your services.
- We may change our prices with 30 days' written notice. If a supplier such as Microsoft or a network provider raises its prices, we may pass that increase on from your next invoice.
- Prices on our website exclude GST unless we say otherwise.
Cancellation
You're not locked into a long-term contract. Either of us can cancel with one calendar month's written notice.
- You'll need to return any hardware owned by Mint within 14 days of your services ending.
- Handing over documentation or data to a new provider is a chargeable service, unless your agreement says otherwise.
- We may hold your data for 30 days after cancellation.
Internet and phone services
A few things sit outside our control, and it's fair you know about them upfront.
- Internet speeds are "up to" a limit. The speed you actually get depends on factors outside our control.
- For fibre and other installations, you're responsible for getting consent from the building owner, landlord or body corporate before the install date.
- We provide unlimited data on a fair-use basis, for the purpose we sold it for.
- Our responsibility for internet services ends at the wall socket or the entry point to your building.
- Internet and VoIP phones need power. If the power goes out, they won't work. Keep a mobile phone on hand for emergency (111) calls.
What we need from you
Keeping your business secure works best as a team effort. Here's what we ask of you in return.
- Managed computers and network equipment should be less than 5 years old. They should also run an operating system that still receives security updates.
- You agree that we can routinely apply patches and updates, and that only Mint makes administrative changes.
- Use multi-factor authentication wherever it's available. That's the extra check, like a code sent to your phone, when you log in.
- Backups are only included if your service schedule lists a managed backup service.
Liability and disputes
This section covers what happens if something goes wrong between us.
- Our liability is limited to direct negligence. It's capped at the amount you paid for the service in the previous 12 months.
- Because you buy our services for business purposes, the Consumer Guarantees Act 1993 and certain sections of the Fair Trading Act 1986 don't apply.
- If we can't resolve a dispute within 30 days, it's settled by arbitration in Auckland under New Zealand law.
- We comply with the Privacy Act 2020. See our Privacy Policy for details.
Questions about the agreement?
Legal wording can be hard going, even in a summary. That's where we come in. Call us on 09 222 0220 or talk to your Account Manager, and we'll walk you through anything that isn't clear.