Terms of Service
These terms govern your use of Plugboard. If your institution has signed a separate written agreement with us, that agreement prevails wherever it differs from this page.
1. The agreement
"We", "us" and "our" mean Samios Software Solutions (ABN 29 966 784 797). "You" means the institution that subscribes to or trials Plugboard, and the people it authorises to use the service on its behalf. By creating a deployment, starting a trial, or using the software, you accept these terms.
2. What we supply
Plugboard is an ICT service desk platform, supplied in one of two ways:
- Managed hosting. We run the deployment for you in the region agreed during onboarding.
- Self-hosted. We license the software to you and you run it on your own infrastructure. We supply installers, updates and support; the infrastructure, its security and its backups are yours.
Your order determines which modules and add-ons are enabled and how many technician accounts and devices are included. Current figures are on our pricing page and in your order.
3. Trials and the beta programme
While Plugboard is in beta we offer a free trial: three months if you self-host, one month on managed hosting. No payment method is required to begin.
Beta institutions also receive, at no charge, onboarding and migration of existing data, plus one custom connector, scoped in writing with you before work starts and delivered within the trial period. Further connector development is chargeable and quoted separately.
Beta means the product is new to the market. It is complete and running in production, but you may encounter defects, and features may change. If a change would materially reduce functionality you rely on, we will tell you before it ships.
At the end of a trial you may subscribe, or stop. If you stop, you can export your data in a machine-readable format at any time up to 30 days after the trial ends, after which we delete it.
4. Fees
Fees are stated in your order, in Australian dollars, exclusive of GST unless stated otherwise. Subscription fees are payable annually in advance unless you have chosen monthly billing, which carries a 15% uplift. Onboarding is a one-off fee, payable on commencement.
If your usage exceeds the devices or technician accounts included in your order, the excess is billed at the published rate on the month's peak.
Invoices are due 30 days from issue. We may suspend the service if an invoice is more than 30 days overdue and we have given you 14 days' written notice and an opportunity to pay.
5. Your data is yours
You own everything you put into Plugboard, and everything the product derives from it. We claim no licence over it beyond what is necessary to operate the service for you.
We handle personal information inside your deployment as your processor, on your instructions. What we process, where it is held, and who our sub-processors are is set out in Data processing and sub-processors, which forms part of these terms. Our handling of information about you as a contact is covered by our Privacy Policy.
We will not use your data to train any machine-learning model, and we will not disclose it except to the sub-processors listed, or where the law compels us.
On exit, you may export everything at any time. After termination we retain your data for the window stated in your order so that you can complete a migration, then delete it, including from backups.
6. Your responsibilities
- Keep credentials secure, and tell us promptly if you think an account has been compromised.
- Make sure you have the right to put into Plugboard the data you put into it, and to connect the third-party systems you connect.
- Meet your own obligations to the people whose records you hold: notices, consents and responses to their requests. The product gives you export and erasure tools, and running them is your call.
- Do not attempt to breach the isolation between tenants, resell the service, or use it to store material that is unlawful.
- If you self-host, keep the deployment updated. We support the current release and the one before it.
7. Third-party systems
Connectors reach systems you already run, such as your MDM, student system, directory and ticketing tool. Those systems are governed by your agreements with their vendors, not by us. We are not responsible for their availability, their accuracy, or a change they make that breaks an integration, though we will make reasonable efforts to keep our connectors working.
8. Availability and support
For managed hosting we aim for high availability and we publish incident handling in Incidents. Support is by email, 09:00 to 17:00 Australia/Sydney on business days, unless your order says otherwise.
We may take the service down for planned maintenance, with notice wherever practical. We are not liable for downtime caused by your infrastructure, your network, or a third-party system you have connected.
9. Intellectual property
We own Plugboard and everything in it apart from your data. A subscription grants you a non-exclusive, non-transferable right to use it for your own institution for the term, and nothing more. You may not decompile or reverse-engineer the software except to the extent the law says you may despite this clause.
If you send us feedback or a feature request, we may act on it freely and without obligation to you.
10. Warranties, and the Australian Consumer Law
We warrant that we will supply the service with due care and skill, and that we have the right to license it to you.
Nothing in these terms excludes, restricts or modifies any guarantee, right or remedy you have under the Australian Consumer Law that cannot lawfully be excluded. Where we are permitted to limit our liability for a breach of a non-excludable guarantee, we limit it to resupplying the service or paying the cost of having it resupplied.
Otherwise, and to the extent the law allows, the service is supplied without further warranty of any kind.
11. Liability
Neither party is liable to the other for indirect or consequential loss, or for loss of profit, revenue, goodwill or anticipated savings.
Subject to clause 10, our total liability arising out of or in connection with these terms in any 12-month period is limited to the fees you paid us in that period.
Nothing in this clause limits either party's liability for death or personal injury caused by negligence, for fraud, or for a breach of confidentiality obligations.
12. Confidentiality
Each party will keep the other's confidential information confidential, use it only for the purposes of this agreement, and disclose it only to people who need it and are bound to protect it. This survives termination.
13. Term and termination
The agreement runs for the term in your order and renews for successive equal terms unless either party gives 30 days' written notice before the end of the current term.
Either party may terminate immediately if the other commits a material breach and fails to remedy it within 30 days of written notice, or becomes insolvent.
If we terminate for your breach, fees already paid are not refundable. If you terminate for our breach, we will refund the unused portion of fees paid in advance.
14. Changes to these terms
We may update these terms. If a change materially affects your rights we will give you at least 30 days' notice before it takes effect, and you may terminate without penalty before it does.
15. Governing law
These terms are governed by the laws of New South Wales, Australia. Both parties submit to the non-exclusive jurisdiction of the courts of that state.
16. Contact
Questions about these terms: hello@plugboard.app.