Ranges Technology Service Agreement

v1.1 current as at: 21 Sep 2025

Preamble

Ranges Technology is a sub-brand of Ranges Australia. It provides the ‘digital infrastructure and services’ that underpin the ability of a small business to thrive on the web. 

It curates an ‘appropriate’ portfolio of digital technology platforms, software and services that suit the Australian business context. It aims to provide both affordable and premium solution options for most types of small businesses, solopreneurs and startups at any stage of their evolution.

Australian business operators outsource the hosting, management and upkeep of their digital assets to us because we have the skills, equipment, processes, platforms and personnel to perform these tasks more efficiently than they can. 

Ranges Technology is interested in long-term relationships with our clients to help them grow their business. 

This agreement outlines the legal terms under which we can provide a collection of ‘standard’ web services that allow us to perform this role, including web domain reselling, software and plugin reselling, website hosting, email hosting and maintenance and billing of these services.

More advanced services provided by Ranges Technology, such as managed websites, managed hosting and productivity tools etc are covered under their own ISA’s which complement this agreement.

Our sub-brands, Ranges Digital and Ranges Media, offer distinct services—project delivery and media development, respectively. Each has its own service agreement and sub-agreements outlining specific terms for clients, separate from but related to Ranges Technology’s services.

This preamble is for context only and does not form part of the operative terms of this Agreement.

Introduction

Although this document contains some unavoidable standard legal language, we endeavour to use plain English wherever possible.

In this Agreement, “we”, “us”, “our”, “provider” and “the Company” refer to Chevalier Services Pty Ltd trading as Ranges Australia (ACN: 604 585 891), a company registered in Victoria, Australia.

“You”, “your”, or “Client” refers to you, our Client.

This Ranges Technology Service Agreement (RTSA) supplements the Ranges Australia Master Services Agreement (MSA) and governs the provision of the Services bundle described herein. By purchasing, accessing, or using the Services (e.g., via our website, client portal, or signed Proposal), you agree to be bound by this RTSA and the MSA. In case of inconsistency, this RTSA prevails for scope, fees, and terms specific to the Services; the MSA governs all other matters.

For full terms, see the MSA at https://ranges.au/service-agreement and our Privacy Policy at https://ranges.au/privacy.

Definitions

In this Agreement:

  • Engagement means any services provided by Ranges Australia (including under the sub-brand Ranges Technology) to the client under the Master Services Agreement and any sub-agreements or ISAs.
  • Individual Service Agreement (ISA) means a document detailing specific services, deliverables, timelines and terms of service relevant to services provided under the brand ‘Ranges Technology’.
  • Estimate or Works Package means an emailed estimate for technical moves/adds/changes (MACs) to any website, app or email account not under an ongoing management agreement.
  • Services means the bundled standard services provided under this RTSA, including:
    • Website and App Hosting: Provision of server space, resources, and infrastructure for hosting websites and approved self-hosted applications (excluding email), using shared hosting via third-party IaaS providers (e.g., Binary Lane, Linode, Digital Ocean).
    • Email Hosting: Provision of email servers, storage, and management for business email accounts, including spam filtering and security, resold via third-party providers (e.g., MXRoute, Google Workspace).
    • Domain Reselling: Reselling of domain names (e.g., .au domains) through accredited third-party registrars, subject to auDA rules and Australian presence requirements.
    • DNS Hosting and Management: Management of Domain Name System records, including setup, updates, and security via third-party tools (e.g., Cloudflare).
    • Software and Plugin Reselling: Reselling of licensed software, plugins, or tools (e.g., premium WordPress plugins) for use with hosted services, subject to licensor terms.
    • Website Maintenance and Security Services: Ongoing updates, backups, security scans, and minor fixes to ensure site performance and protection against threats, on a best-efforts basis via our processes and upstream providers.
  • An ongoing service means any service that will continue and renew periodically until cancelled (e.g., monthly hosting subscriptions).
  • An ad-hoc service means any service, works package or change that is performed on request and only billed once (e.g., one-off domain transfer).
  • All amounts are GST-exclusive unless stated.

Service Description and Scope

Ranges Australia (via Ranges Technology) will supply the Services as described in this RTSA, subject to any specific details in a signed Proposal or ISA, on a best-efforts basis. We make no guarantees of availability, performance, or uptime, which depend on upstream third-party providers (e.g., server and DNS providers). Services are provided “as is” without warranties beyond those in the MSA.

We provide Shared Hosting services offering various plans for websites and approved self-hosted applications (excluding email hosting). Dedicated server hosting and our Premium managed WordPress hosting service is governed by a separate ISA and is excluded from this RTSA.

Hosting utilises primarily Australian data centre infrastructure via third-party IaaS providers, with our management of platforms and tools for server administration, DNS, and security.

We provide email hosting service that includes unlimited mailboxes (subject to fair use and upstream limits), SMTP/IMAP/webmail access, and basic spam/virus protection via 3rd party providers.

Domain reselling complies with auDA requirements (e.g., no domain leasing to third parties); you must meet eligibility rules, and we act solely as reseller without liability for registry decisions.

Software/plugin reselling grants you a non-exclusive licence upon payment, subject to the licensor’s terms; we do not warrant compatibility.

Website maintenance and security include regular server and hosting software updates, daily site backups (retained 7-30 days per upstream capabilities) and server snapshots (not client-accessible).

Scope excludes advanced customisations, data migrations, or non-approved apps unless in an ISA; changes require a Proposal or Works Package estimate. See section 5 for support mechanisms.

Service Delivery and Management

Services are delivered per Proposals or ISAs, detailing scope, deliverables, timelines, fees, and processes (e.g., support levels, fair use, subcontracting). Proposals require your signed acceptance or deemed acceptance via use (e.g., upon service activation). In case of inconsistency, the Proposal/ISA prevails for scope and fees; this RTSA and the MSA govern all other terms.

Timelines and Scheduling

Timelines are estimates unless expressly agreed in a Proposal/ISA. Time is not of the essence unless specified. We prioritise work per our master schedule.

Fair Use Policy for Shared Hosting

Our standard shared hosting plans are delimited by site count and database count, with unlimited resources (e.g., bandwidth, storage) subject to this fair use policy. You must not use excessive server resources that impact other users (e.g., sustained high CPU, memory, or I/O from high-traffic or resource-intensive applications). Prohibited uses include mass emailing (beyond basic business needs; see separate ISAs for dedicated emailing services), file storage/backup servers (see separate ISAs for cloud storage/backup services), or applications unsuitable for shared environments.

We reserve the right, at our sole discretion, to monitor usage and:

  • Notify you of excessive or ‘spiky’ consumption requiring a remedy.
  • Suggest or require an upgrade to a larger plan, dedicated/private server, or our other premium service options.
  • Suspend or terminate Services if unresolved, with reasonable notice where possible.

You must comply with our Acceptable Use Policy at: https://ranges.au/aup, prohibiting illegal or malicious activities.

This policy ensures reliable service for all clients, in line with upstream provider terms.

Technical Support Requests

For clients with active Services or support agreements, designated communication channels and support procedures include:

The Client Portal at https://clients.ranges.technology enables self-service management, including viewing products/services, managing billing/features, printing/paying invoices, renewing domains, and purchasing add-ons.

Official support hours are 0900-1600 hrs on business days in Victoria, Australian Eastern Standard Time (AEST), excluding public holidays.

We maintain a ‘Severity Level’ protocol to prioritise resolving support tickets for the benefit of all our clients. You agree that we are the sole authority for defining the severity level of each ticket:

  • Severity 1 – Site/server down or unavailable to customers: We’re onto it, probably before you’re even aware of the outage.
    6 hours time to response (not fix) but probably earlier.
  • Severity 2 – Site/server functionality significantly degraded: Visitor cannot purchase products, payment gateway failure, webmail not responding, automated password reset fails, etc.
    12 hours time to response (not fix) but probably earlier.
  • Severity 3 – Site displays an unwanted error: PHP code or other undesirable text displaying on front-end to customers, plugin auto-update has broken some functionality, a third-party plugin isn’t working as expected etc.
    24 hours time to respond (not fix) but probably earlier.
  • Severity 4 – Site Moves / Adds / Changes: Customer change requests to existing content or requests to add new content. Requests for changes may be scheduled for a specific date/time – example blog post publish date, de-listing products etc.
    48 hours time to respond, but probably earlier.

Requests sent via these channels during business hours will be managed within the defined response times. We do not monitor or respond to support requests made via mobile phone, text message, social media, or instant/private messaging platforms (such as Facebook Messenger). Messages sent through such channels may experience delays or no responses.

Suspensions

We may suspend Services for fair use violations, non-payment, or breaches of this RTSA/MSA, with notice where practicable.

Third-Party Services and Client Responsibilities

Third-Party Services

We may use third-party providers (e.g., cloud services, DNS, SaaS, open-source software) selected by Ranges Australia or requested by you to provide the Services. 

You acknowledge that third-party providers are responsible for their own service performance and terms; we disclaim warranties for their performance, availability, or security, as per MSA section 3.1.

You maintain subscriptions/licenses for third-party services you select or require (e.g., CRM, premium plugins) unless we agree to manage them in an ISA. We manage licenses for our own operational tools (e.g., hosting platforms, CDN services). See section 3.4 of the MSA for Client material warranties.

Data Security and Breaches

We implement reasonable security measures for data we control, consistent with ACL guarantees of acceptable quality, but disclaim liability for breaches unless grossly negligent. 

Breaches include unauthorised access, disclosure, loss, or interference (e.g., hacking, data leaks). We’ll notify you of eligible breaches within 48 hours and restore from backups (if agreed). 

You handle all regulatory reporting (e.g., Privacy Act 1988 (Cth), Notifiable Data Breaches scheme). 

No sensitive health or credit data processed unless expressly agreed in writing in an ISA, with your informed consent. See our Privacy Policy at https://ranges.au/privacy.

Cyber Insurance

You are responsible for your own cyber insurance to cover losses from breaches, outages, or claims, encouraging coverage for third-party provider failures (e.g., upstream hosting disruptions). Ranges Australia’s insurance (if any) does not cover you.

Client Changes and Materials

You warrant you have rights to all materials provided (e.g., text, images, AI-generated content) and indemnify us against claims, including automated IP enforcement actions or data misuse, as per MSA sections 3.4 and 4.3. 

Changes by you or your agents (e.g., employees, AI tools) without our approval may disrupt services; any fixes you request may be billed at our Current Hourly Rate.

Liability and Indemnification

Limitations of Liability

To the maximum extent permitted by law, our total liability under this RTSA (including any indemnity) is limited to the fees paid by you for the relevant Services in the 12 months preceding the claim. We are not liable for any indirect, consequential, special, or punitive damages (e.g., loss of profits, data, or business opportunities), even if advised of the possibility.

This limitation does not apply to liability that cannot be excluded under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)) or for gross negligence, wilful misconduct, or breach of confidentiality.

Services are provided on a best-efforts basis; we are not liable for downtime, interruptions, or failures caused by upstream providers, your misuse, or force majeure events.

No service level agreements (SLAs) apply to standard Services; premium options with SLAs are available under separate ISAs.

Indemnification

You indemnify us against all losses, claims, damages, or expenses arising from:

  • Your breach of this RTSA, MSA, or applicable laws (e.g., auDA rules for domains).
  • Claims related to your materials or content (e.g., IP infringement, unlawful data).
  • Your use of third-party services or violations of fair use.

We indemnify you against claims arising solely from our gross negligence in providing the Services, limited to direct damages.

Indemnities survive termination.

Termination

By Either Party

Either party may terminate this RTSA or specific Services:

  • For material breach, with 14 days’ written notice to cure (if curable).
  • Immediately if the other party becomes insolvent, bankrupt, or ceases business.

By Us

We may terminate immediately for:

  • Non-payment (after 30 days overdue for ongoing services; see section 8 for domains).
  • Fair use violations or breaches of MSA/RTSA (after reasonable notice).
  • Your use of Services for illegal purposes.

By You

You may request cancellation of an ongoing Service anytime within the current billing period (e.g., via Client Portal). If a cancellation is requested by email or through the client portal, the Service will terminate at the end of the current billing period unless you instruct us to terminate sooner.  

Ad-hoc Services are non-cancellable once commenced.

Effects of Termination

  • Prepaid fees for ongoing services are non-refundable except for the unused portions of Services billed quarterly or annually (at our discretion).
  • We provide data export or migration assistance in standard formats (e.g., ZIP for sites, ZIP Maildir or EML for emails) for 14 days post-termination, at our discretion and cost if agreed.
  • Accrued obligations (e.g., indemnities, confidentiality) survive.
  • Upon termination of all ongoing services, access to Services and Client Portal ends immediately, client account/data is archived and placed into a dormant state (retained indefinitely for compliance, but inaccessible without request; deleted upon your instruction after export).

Communications

All notices under this RTSA must be in writing and delivered via:

Notices are deemed received: immediately for email/portal (if no bounce/error).

For routine matters (e.g., support, billing queries), use designated channels in section 5. Promotional communications comply with MSA section 9.1 (opt-out available). We may update contact details via the Client Portal or website; you must keep your details current.

Our Current Hourly Rate for ad-hoc fixes or changes is published at https://ranges.au/support-rates (as amended from time to time).

Payments and Refunds

Payment Terms

All amounts are GST-exclusive unless stated. Ongoing Services (e.g., hosting, email) are invoiced monthly/quarterly/annually via the client portal and due within 7 days of invoice date. 

Domain renewal invoices are typically automatically generated 60 days in advance using our Auto-Renew feature; due by the renewal date. We will use our best efforts to provide renewal notices and reminders for domains per auDA and other domain registrar requirements, though it is ultimately your responsibility to ensure timely payment and renewal to avoid domain expiry.

For expired domains, we may assist with auDA redemption processes at your cost (e.g., registry fees + our admin charges).

Ad-hoc Services (e.g., Works Packages) invoices are due upon approval of estimate or 50% upfront, balance on completion.

We prefer credit card payment methods for ongoing services via the client portal (hosting, domains etc). Bank Transfer is also acceptable, though automated payment confirmation is dependent on account reconciliation (may be delayed by several days). 

You may configure a default billing method in the client portal—we reserve the right to require that you use a credit card payment method if you are consistently or regularly late paying by bank transfer. (8 to 14 days overdue more than 3 times in 6 months)

We may attempt automatic retries for failed credit-card payments (e.g., 2 attempts over 14 days) before service suspension.

Late Payments

Overdue amounts accrue a late fee of 5% of the overdue amount (minimum $5), applied after 30 days overdue. We may suspend Services for non-payment after 30 days (with notice).

Refunds

No refunds for domain registrations post-processing (per upstream registrar). 

Ongoing Services: No pro-rata refunds for unused portion of monthly billed service periods upon termination. If billed quarterly or annually, pro-rata refunds at our discretion. 

Ad-hoc: No refunds once the estimate is accepted and work is commenced, except for material defects (at our discretion, within 7 days).

Disputes resolved per section 11. All refunds processed within 30 days via original method.

Marketing and Personnel

Marketing

Upon activation of Services and addition to the Client Portal, you will be subscribed to our newsletter for updates on technology tips, service enhancements, and promotions relevant to your business.

This complies with MSA section 9.1 and our Privacy Policy. You may opt out at any time via the unsubscribe link in emails or by raising a ticket at [email protected].

We may request your consent (e.g., via email or Client Portal) to feature testimonials, anonymised case studies, or solution profiles highlighting your success with our Services for promotional purposes on our website or materials.

Personnel

As per MSA section 3.1, we may use subcontractors to deliver Services, subject to confidentiality and quality standards.

Provisions

Disputes and Resolutions

Disputes arising from this RTSA will first be resolved by mediation in Melbourne, Victoria, under the Resolution Institute rules. If unresolved within 60 days, either party may commence litigation in the courts of Victoria, Australia.

This RTSA is governed exclusively by the laws of Victoria, Australia, without regard to conflict of laws principles.

Reference to Master Services Agreement

This RTSA supplements the Ranges Australia Master Services Agreement (MSA). It is subject to all provisions and definitions in the MSA. Where a conflict arises, this RTSA prevails for hosting-specific terms (e.g., fair use, support severity).

Key policies (Privacy Policy at https://ranges.au/privacy, Acceptable Use Policy at https://ranges.au/aup) and referenced herein, rather than annexed, except where you request a physical annexure.

General Provisions

  • Entire Agreement: This RTSA, MSA, Proposals, and ISAs constitute the entire agreement, superseding prior understandings.
  • Severability: If any provision is invalid, the remainder remains enforceable.
  • Force Majeure: Neither party is liable for delays due to events beyond reasonable control (e.g., natural disasters, cyber attacks and DDoS, third-party provider failures, upstream outages).
  • Confidentiality: As per MSA, we protect confidential information.
  • Assignment: You may not assign this RTSA without our consent; we may assign to affiliates.
  • Waiver: No waiver of a breach is a waiver of future breaches.
  • Amendments: We may amend this RTSA by written notice (e.g., via email or Client Portal). Minor changes are effective immediately upon posting; material changes require 30 days’ notice, and are deemed accepted if you continue using the Services thereafter. You may terminate without penalty within 30 days of notice for material changes.