Cybersecurity Services
Cybersecurity Services Statement of Work Updated: 16 Jun 2025 Effective Date {effective date} SOW # {sow reference number} Customer {Customer} Customer Contact {Customer Contact Name} {Customer Contact Email} {Customer Contact Phone No} Customer Contract Information Ixonn Contact {Ixonn Contact Name} {Ixonn Contact Email} {Ixonn Contact Phone No} Payment Basis {pre-pay / time-materials / fixed-price} Invoice Schedule {weekly / monthly / other} Acceptance Payment Terms Billing Information Subcontractor Information 1. Description This Statement of Work (“SOW”) is entered into between Ixonn (“Provider”) and [Customer Name] (“Customer”) for the execution of Ixonn Cybersecurity Services, with the objective to assess, enhance, and/or support the cybersecurity posture of the Customer’s environment based on the agreed scope of work. This Statement of Work (SOW) outlines the scope, deliverables, schedule, and responsibilities associated with the provision of Cybersecurity services, as explicitly defined in the accompanying Appendix and Order Form. 2. Service Scope The services described in this SOW may include one or more of the following cybersecurity service categories. Items marked as Included will be delivered as part of this engagement. Items marked as Excluded may be proposed separately upon request.: Item Ref. Service Item Service Included Excluded ICS-01 Penetration Testing Simulated cyberattack on networks, applications, APIs, or infrastructure { ___ } { ___ } ICS-02 Vulnerability Assessment Scan and analyse systems for known vulnerabilities { ___ } { ___ } ICS-03 Security Risk Assessment Risk identification and prioritisation for systems and processes { ___ } { ___ } ICS-04 Compliance Gap Analysis Evaluation of compliance posture (e.g., ISO 27001, SOC 2, PCI-DSS) { ___ } { ___ } ICS-05 Cloud Security Review Assessment of cloud architecture (AWS, Azure, GCP) { ___ } { ___ } ICS-06 Security Architecture Review Review and recommendations of existing security designs { ___ } { ___ } ICS-07 Incident Response Readiness Review and/or development of incident response capabilities { ___ } { ___ } ICS-08 Phishing Simulation Simulated phishing campaign to assess user awareness { ___ } { ___ } ICS-09 Security Policy Review Review of organisational security policies and procedures { ___ } { ___ } ICS-10 Security Awareness Training Delivery of training sessions or modules { ___ } { ___ } 3. Service Deliverables The services described in this SOW may include one or more of the following cybersecurity service categories. Items marked as Included will be delivered as part of this engagement. Items marked as Excluded may be proposed separately upon request. Item Ref. Service Item Deliverable description ICS-01 Penetration Testing Penetration test report, Executive summary, Technical findings, Risk ratings, Recommendations. ICS-02 Vulnerability Assessment Vulnerability scan report, List of identified vulnerabilities with severity, Remediation guidance. ICS-03 Security Risk Assessment Summary of key risks, Likelihood and impact matrix, Mitigation roadmap. ICS-04 Compliance Gap Analysis Compliance checklist, Gaps analysis summary, Required actions. ICS-05 Cloud Security Review Cloud configuration findings, Control gaps, Secure design recommendations. ICS-06 Security Architecture Review Analysis of security design and recommendations. ICS-07 Incident Response Readiness Evaluation of response readiness and proposed improvements. ICS-08 Phishing Simulation Metrics report, User responses, Follow-up awareness plan. ICS-09 Security Policy Review Annotated feedback on policies with improvement recommendations. ICS-10 Security Awareness Training Presentation, Training recordings, Staff surveying. 4. General Scope Assumptions 4.1. Customer Access and Cooperation: a) Timely and unrestricted access to necessary personnel, systems, and data b) Granting of appropriate security clearances and system privileges c) Provision of required network access d) Acknowledgment that access delays may impact project timeline 4.2. Customer Project Management: a) Assignment of dedicated, experienced project manager as primary point of contact b) Empowerment of project manager to make decisions and allocate resources c) Coordination of internal stakeholders by Customer project manager d) Management of organisational change and timely completion of Customer-owned tasks 4.3. Remote Work Execution: a) Performance of implementation services primarily through remote means b) Use of secure, industry-standard collaboration and remote access tools c) Customer’s assurance of network infrastructure compatibility with remote work d) Mutual agreement required for any on-site work, subject to additional costs 4.4. Customer Hardware and Third-Party Software Responsibilities: a) Customer’s sole responsibility for procuring necessary hardware and infrastructure b) Customer’s obligation to obtain and maintain required third-party software licenses c) Ixonn’s provision of specifications for required components d) Customer’s accountability for procurement and performance of these elements 5. Customer Obligations 5.1. Dedicated Project Management: a) Appointment of a dedicated project manager with requisite authority b) Oversight of all Customer-side aspects of the implementation c) Internal resource allocation and stakeholder management d) Primary liaison with Ixonn’s implementation team 5.2. Stakeholder Availability: a) Ensuring availability of key stakeholders and subject matter experts b) Participation in crucial project activities (e.g., workshops, reviews, testing) c) Advance scheduling of key personnel participation d) Acknowledgment that unavailability may impact project timelines 5.3. Timely Information Provision: a) Prompt and comprehensive responses to all information requests b) Provision of detailed business process documentation c) Sharing of necessary data samples and system access credentials d) Understanding that delays may affect project milestones 5.4. Deliverable Review and Approval: a) Timely review and feedback on all project deliverables b) Adherence to agreed-upon timeframes specified in the project schedule c) Designation of personnel with authority to approve deliverables d) Ensuring availability for review sessions and sign-off meetings 6. Schedule The implementation schedule will be customised based on the specific service offering and Customer requirements. A sample schedule template is provided below: Item Ref. Service Item Duration Start Date End Date ICS-01 Penetration Testing 2 weeks {TBD} {TBD} ICS-02 Vulnerability Assessment 5 business days {TBD} {TBD} ICS-03 Security Risk Assessment 7 business days {TBD} {TBD} ICS-04 Compliance Gap Analysis 5 business days {TBD} {TBD} ICS-05 Cloud Security Review 4 business days {TBD} {TBD} ICS-06 Security Architecture 5 business days {TBD} {TBD} ICS-07 Incident Response Readiness 4 business days {TBD} {TBD} ICS-08 Phishing Simulation 7 business days {TBD} {TBD} ICS-09 Security Policy Review 3 business days {TBD} {TBD} ICS-10 Security Awareness Training 2 business days {TBD} {TBD} 7. Estimated Time and Effort The professional services fees are based on
Acceptable Use Policy
Acceptable Use Policy Legal Updated:22 May 2025 Print this Page This Acceptable Use Policy (“Policy”) is an integral part of the IXONN Online Platform Subscription Agreement. It outlines the rules, guidelines, and restrictions governing the use of IXONN’s Online Services. This Policy is designed to ensure a safe, secure, and productive environment for all users of our platform. 1. Purpose This Acceptable Use Policy (“Policy”) outlines the rules and guidelines for using IXONN’s Online Services and intendts to: a) Protect the integrity, security, and availability of our Online Services; b) Safeguard the rights and interests of IXONN, our customers, and other users; c) Ensure compliance with applicable laws and regulations; and d) Maintain the quality and reliability of our services. 2. Prohibited Activities Users of IXONN Online Services must not engage in any of the following activities: a) Unauthorised Access: Attempting to gain unauthorised access to the Online Services backend systems; using automated tools or exploiting system vulnerabilities to bypass access controls; or sharing access credentials to avoid additional user fees. b) Malicious Content: Using the Online Services to store, transmit, or distribute malicious code, including viruses, worms, or trojans; or uploading or sharing content that is illegal, harmful, threatening, abusive, or otherwise objectionable. c) Security Violations: Conducting security scans or penetration tests on the Online Services without prior written permission from IXONN; or attempting to circumvent or disable any security features of the Online Services. d) Service Interference: Using the Online Services in a way that interferes with or disrupts the integrity of the platform or other users’ data; or overloading the system with excessive API calls or data transfers beyond reasonable usage limits. e) Billing Circumvention: Disabling, tampering with, or attempting to circumvent any billing mechanism that meters usage; or manipulating usage data or using automated tools to artificially reduce measured usage. f) Intellectual Property Infringement: Using the Online Services to infringe upon or violate the intellectual property rights of others; or distributing copyrighted material without proper authorisation. g) Illegal Activities: Using the Online Services for any illegal purpose or in violation of any applicable local, state, national, or international law. 3. Data Protection and Privacy Users must: Ensure that their collection and use of Customer Data complies with all applicable data protection and privacy laws; and obtain necessary consents from data subjects for the processing of their personal data through the Online Services. 4. Account Security Users are responsible for: Maintaining the confidentiality and security of their authentication credentials; creating strong, unique passwords and enabling multi-factor authentication where available; and promptly reporting any suspected misuse of accounts or security incidents to IXONN. 5. Third-Party Usage Users may not: Rent, lease, lend, resell, transfer, or host the Product, or any portion thereof, to or for third parties without explicit authorisation from IXONN. 6. Compliance Monitoring IXONN reserves the right to: a) Monitor compliance with this Policy; b) Investigate any suspected violations; and c) Take appropriate action, including suspension or termination of services, in cases of severe or repeated violations. 7. Reporting Violations If you suspect any violation of this Acceptable Use Policy, please report it immediately to our support team at abuse@ixonn.com. 8. Policy Updates IXONN may update this Policy from time to time. Users are responsible for regularly reviewing the Policy to ensure compliance with the most current version. 9. Consequences of Violation Violation of this Policy may result in: a) Suspension or termination of access to the Online Services; b) Legal action in cases of severe or repeated violations; and/or c) Liability for any damages caused to IXONN or other users as a result of the violation. By accessing or using IXONN’s Online Services, you acknowledge that you have read, understood, and agree to comply with this Acceptable Use Policy, and you agree to comply with this Acceptable Use Policy. This Policy applies to all users, including customers, their affiliates, end users, and any third parties granted access to the Online Services.
Cookie Policy
Cookie Policy Legal Updated:22 May 2025 Print this Page This Cookie Policy explains how IXONN Pty Limited (“IXONN”, “we”, “us”, or “our”) uses cookies and similar technologies on our website (w3.ixonn.com) and as part of our Online Services. This policy is aligned with our Privacy Policy and the IXONN Online Services Subscription Agreement. 1. What are Cookies? Cookies are small text files that are placed on your device when you visit a website or use an online service. They are widely used to make websites work more efficiently and provide information to the owners of the site. 2. Types of Cookies We Use We use the following types of cookies: a) Necessary: These are necessary for the website and Online Services to function properly. They enable core functionality such as security, network management, and accessibility. b) Performance and Analytics Cookies: These cookies help us understand how visitors interact with our website and Online Services by collecting and reporting information anonymously. c) Functionality Cookies: These cookies allow the website and Online Services to remember choices you make (such as your username, language, or region) and provide enhanced, more personal features. d) Targeting/Advertising Cookies: These cookies are used to deliver advertisements more relevant to you and your interests. 3. Specific Cookies We Use [Insert a table or list of specific cookies used, their purposes, and durations] Cookie ID Category Duration Description 123 456 789 012 4. Third-Party Cookies Some cookies may be placed by third-party services that appear on our pages. We do not control the dissemination of these cookies. You should check the third-party websites for more information about these cookies. 5. How to Manage Cookies Most web browsers allow you to control cookies through their settings preferences. However, limiting the ability of websites to set cookies may worsen your overall user experience. To find out more about cookies, including how to see what cookies have been set and how to manage and delete them, visit www.aboutcookies.org or www.allaboutcookies.org. 6. Cookie Consent When you first visit our website, you will be presented with a cookie banner asking for your consent to set non-essential cookies. You can change your cookie preferences at any time by clicking on the “Cookie Settings” link in the footer of our website. 7. Changes to This Cookie Policy We may update this Cookie Policy from time to time. We will notify you of any significant changes by posting the new Cookie Policy on this page and updating the “Effective Date” at the top of this policy. 8. Use of Cookies in Online Services Our Online Services, as defined in the IXONN Online Platform Subscription Agreement, may also use cookies and similar technologies to enhance functionality, improve performance, and provide a better user experience. The use of these technologies in our Online Services is subject to the terms of your Subscription and the Privacy Policy. 9. Data Protection and Privacy We implement and maintain appropriate technical and organizational measures to protect the security, confidentiality, and integrity of your personal data. These measures include encryption, access controls, and regular security assessments. 10. Contact Us If you have any questions about this Privacy Policy or our data practices, please contact us at: Email: privacy@ixonn.com Address: IXONN Pty Limited, Attn: Privacy Officer, Level 52, 343 Pitt St, Sydney, NSW 2000, Australia By using our website and Online Services, you consent to the use of cookies as described in this policy.
Privacy Policy (UK and EU)
Privacy Policy (UK and EU) Legal Updated:22 May 2025 Print this Page IXONN Pty Limited (“IXONN”, “we”, “us”, or “our”) is committed to protecting your privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your personal information when you visit our website (w3.ixonn.com) and use our Online Services as defined in the IXONN Online Services Subscription Agreement. This policy complies with the General Data Protection Regulation (GDPR), the UK Data Protection Act 2018, and other applicable data protection laws in the European Union and United Kingdom. 1. Data Controller For the purposes of the GDPR and UK data protection laws, IXONN Pty Limited is the data controller of your personal data. Our EU representative is Maetzler Rechtsanwalts GmbH & Co KG, Schellinggasse 3, 1010 Vienna, AUSTRIA. 2. Information We Collect 2.1. Personal Information – We may collect the following types of personal information: Contact information (e.g., name, email address, phone number) Account credentials Billing information Usage data related to our Online Services Communication preferences2.2. Website Usage Information – We automatically collect certain information when you visit our website, including: IP address Browser type and version Operating system Referring website Pages viewed and time spent on pages Date and time of access2.3. Customer Data – As defined in the IXONN Online Services Subscription Agreement, we collect and process Customer Data provided by you or your End Users through the use of our Online Services. 3. Legal Basis for Processing We process your personal data on the following legal bases: Performance of a contract when we provide you with our Online Services Your consent, where you have given it Our legitimate interests, which include improving our services and preventing fraud Compliance with legal obligations 4. How We Use Your Information We use the collected information for the following purposes: Providing and improving our website and Online Services Processing transactions and managing your account Communicating with you about our services, updates, and promotional offers Responding to your inquiries and support requests Analysing usage patterns to enhance user experience Ensuring the security and integrity of our systems Complying with legal obligations 5. Data Sharing and Disclosure 5.1. Third-Party Service Providers: We may share information with third-party service providers who perform services on our behalf, subject to appropriate confidentiality and security measures. These providers are bound by data processing agreements that comply with GDPR requirements. 5.2. Legal Requirements: We may disclose information if required by law, regulation, legal process, or governmental request. 5.3. Business Transfers: In the event of a merger, acquisition, or sale of all or a portion of our assets, your information may be transferred as part of that transaction. We will notify you of any such change in ownership or control of your personal data. 5.4. With Your Consent: We may share your information with third parties when we have your explicit consent to do so. 6. International Data Transfers We may transfer, process, and store your personal data in locations around the world where we or our service providers have facilities. When transferring data outside the EU or UK, we ensure appropriate safeguards are in place, such as Standard Contractual Clauses approved by the European Commission or the UK Information Commissioner’s Office. 7. Data Retention We retain personal data for as long as necessary to fulfill the purposes outlined in this Privacy Policy, unless a longer retention period is required or permitted by law. For Customer Data, we follow the retention periods specified in the IXONN Online Platform Subscription Agreement. 8. Your Rights and Choices Under the GDPR and UK data protection laws, you have the following rights: to access your personal data to rectification of inaccurate personal data to erasure (‘right to be forgotten’) to restrict processing to data portability to object to processing related to automated decision-making and profilingTo exercise these rights, please contact us using the information provided in the “Contact Us” section. 9. Data Security We implement and maintain appropriate technical and organizational measures to protect the security, confidentiality, and integrity of your personal data. These measures include encryption, access controls, and regular security assessments. 10. Cookies and Similar Technologies Our website uses cookies and similar technologies to enhance user experience and collect usage information. We provide a cookie management tool that allows you to control your cookie preferences. For more information, please see our Cookie Policy [link to Cookie Policy]. 11. Children’s Privacy Our website and Online Services are not intended for children under the age of 16. We do not knowingly collect personal data from children under 16. If you become aware that a child has provided us with personal data, please contact us, and we will take steps to delete such information. 12. Changes to This Privacy Policy We may update this Privacy Policy from time to time. We will notify you of any significant changes through our website or by sending you an email. The date of the most recent revision will be indicated at the top of the policy. 13. Data Protection Officer We have appointed a Data Protection Officer (DPO) who is responsible for overseeing questions in relation to this privacy policy. You can contact our DPO at dpo@ixonn.com. 14. Contact Us If you have any questions about this Privacy Policy or our data practices, please contact us at:Email: privacy@ixonn.comAddress: IXONN Pty Limited, Attn: Privacy Officer, Level 52, 343 Pitt St, Sydney, NSW 2000, Australia 15. Governing Law and Dispute Resolution If you are unsatisfied with our response to any data protection issues, you have the right to lodge a complaint with the Information Commissioner’s Office (ICO) in the UK (www.ico.org.uk) or your local data protection authority in the EU. By using our website or Online Services, you acknowledge that you have read and understood this Privacy Policy and agree to its terms.
Privacy Policy
Privacy Policy Legal Updated:22 May 2025 Print this Page This policy does not apply to individuals located in the European Economic Area and UK. For residents in those areas, the European version of our Privacy Policy can be found here. IXONN Pty Limited (“IXONN”, “we”, “us”, or “our”) is committed to protecting your privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your personal information when you visit our website (w3.ixonn.com) and use our Online Services as defined in the IXONN Online Services Subscription Agreement. 1. Information We Collect 1.1. Personal Information – We may collect the following types of personal information: Contact information (e.g., name, email address, phone number) Account credentials Billing information Usage data related to our Online Services Communication preferences 1.2. Website Usage Information – We automatically collect certain information when you visit our website, including: IP address Browser type and version Operating system Referring website Pages viewed and time spent on pages Date and time of access1.3. Customer Data – As defined in the IXONN Online Services Subscription Agreement, we collect and process Customer Data provided by you or your End Users through the use of our Online Services. 2. How We Use Your Information We use the collected information for the following purposes: Providing and improving our website and Online Services Processing transactions and managing your account Communicating with you about our services, updates, and promotional offers Responding to your inquiries and support requests Analysing usage patterns to enhance user experience Ensuring the security and integrity of our systems Complying with legal obligations 3. Data Sharing and Disclosure 3.1 Third-Party Service Providers: We may share information with third-party service providers who perform services on our behalf, subject to appropriate confidentiality and security measures. 3.2 Legal Requirements: We may disclose information if required by law, regulation, legal process, or governmental request. 3.3 Business Transfers: In the event of a merger, acquisition, or sale of all or a portion of our assets, your information may be transferred as part of that transaction. 3.4 With Your Consent: We may share your information with third parties when we have your consent to do so. 4. Data Security We implement and maintain appropriate technical and organizational measures to protect the security, confidentiality, and integrity of your personal information and Customer Data. However, no method of transmission over the Internet or electronic storage is 100% secure, so we cannot guarantee absolute security. 5. Data Retention We retain personal information and Customer Data for as long as necessary to fulfill the purposes outlined in this Privacy Policy, unless a longer retention period is required or permitted by law. For Customer Data, we follow the retention periods specified in the IXONN Online Services Subscription Agreement. 6. Your Rights and Choices Depending on your location, you may have certain rights regarding your personal information, including the rights to: access and receive a copy of your personal information correct or update your personal information request deletion of your personal information object to or restrict processing of your personal information data portability To exercise these rights, please contact us using the information provided in the “Contact Us” section. 7. Cookies and Similar Technologies Our website uses cookies and similar technologies to enhance user experience and collect usage information. You can manage your cookie preferences through your browser settings. 8. Children’s Privacy Our website and Online Services are not intended for children under the age of 13. We do not knowingly collect personal information from children under 13. 9. International Data Transfers We may transfer, process, and store information about you in locations around the world where we or our service providers have facilities. By using our website or Online Services, you consent to the transfer of information to countries outside of your country of residence, which may have different data protection rules. 10. Changes to This Privacy Policy We may update this Privacy Policy from time to time. We will notify you of any significant changes through our website or by sending you an email. The date of the most recent revision will be indicated at the top of the policy. 11. Contact Us If you have any questions about this Privacy Policy or our data practices, please contact us at: Email: privacy@ixonn.com Address: IXONN Pty Limited, Attn: Privacy Officer, Level 52, 343 Pitt St, Sydney, NSW 2000, Australia 12. Governing Law and Dispute Resolution This Privacy Policy is governed by the laws of New South Wales, Australia. Any disputes arising from or related to this policy will be resolved in accordance with the dispute resolution provisions in the IXONN Online Platform Subscription Agreement. By using our website or Online Services, you acknowledge that you have read and understood this Privacy Policy and agree to its terms.
Service Level Agreement
Service Level Agreement Legal Updated:22 May 2025 Print this Page Service Commitment Ixonn is committed to providing a high-quality, reliable service for its Business Information Management applications. We aim to maintain a Monthly Uptime Percentage of at least 99.9% during any monthly billing cycle. Definitions Monthly Uptime Percentage = (Total minutes in a month – Minutes of Downtime) / Total minutes in a month. Downtime = Any period of time when the service is unavailable or unresponsive, excluding Scheduled Maintenance. Scheduled Maintenance = Predetermined periods when services may be temporarily unavailable for upgrades or repairs, not exceeding 8 hours per month. Services Credits If the Monthly Uptime Percentage falls below our commitment, you may be eligible for Service Credits according to the following schedule: Monthly Uptime Percentage Service Credit Less than 99.9% but ≥ 98.0% 10% of monthly fee Less than 99.0% but ≥ 95.0% 20% of monthly fee Less than 95.0% 40% of monthly fee Credit Request and Payment Procedures To receive Service Credits: 1. Submit a claim by emailing support@ixonn.com within 5 business days of the reported incident. 2. Include “SLA Claim” in the subject line and provide dates and times of the Downtime in the body of the email. 3. Ixonn will confirm receipt of the claim within 2 business days and validate the claim within 10 business days. 4. If approved, Service Credits will be applied to the next billing cycle. SLA Exclusions This SLA does not apply to any: ⊗ Features designated as “preview,” “pre-release,” or “beta” ⊗ Downtime caused by factors outside of Ixonn’s reasonable control. ⊗ Issues resulting from customer’s actions or third-party hardware/software. ⊗ Downtime during Scheduled Maintenance periods. ⊗ Downtime to “sandbox,” “development,” or “testing” purpose instances. Limitations Service Credits are your sole and exclusive remedy for any performance or availability issues for Ixonn Online Services. Credits may not exceed 100% of your monthly service fees. Changes to SLA Ixonn reserves the right to change this SLA with 30 days’ notice. Continued use of the service after such notice constitutes acceptance of the new SLA terms.
Implementation – Full-Scale Implementation
Implementation – Full Implementation Service Datasheet Updated:19 May 2025 Print this Page Ixonn Business Information Management SaaS Platform is a comprehensive, all-in-one solution designed to streamline and enhance business operations across various industries. Our platform integrates essential modules such as CRM, Sales and Marketing, Project Management, HRM, Inventory and Purchase, Financials, and Service Delivery into a unified system, enabling businesses to efficiently manage their information and processes. With a focus on adaptability, the Ixonn platform empowers organisations to tailor its features to meet their specific needs, driving productivity, improving collaboration, and fostering growth. Service Overview Full-Scale Implementation is tailored for large enterprises needing a comprehensive setup of their SaaS platform. This service covers everything from customization to integration with existing systems, ensuring that the solution aligns perfectly with your business processes. Target Audience Larger organisations users requiring comprehensive setup, customisation, and integration. Services Included Initial Consultation and Planning: Detailed analysis of business requirements, creation of a customized implementation plan, and project management oversight. Custom Configuration: Tailored setup and configuration of the SaaS platform to meet specific business needs, including workflows, processes, and user roles. Advanced Data Migration: Comprehensive data migration services, including data mapping, cleansing, and validation to ensure accurate and secure transfer. System Integration: Integration of the SaaS platform with existing enterprise systems, such as CRM, ERP, and other third-party applications. Comprehensive User Training: Extensive training programs for all levels of users, from end-users to administrators, to ensure full adoption and proficiency. Testing and Quality Assurance: Rigorous testing to ensure all aspects of the implementation meet business and technical requirements. Go-Live Support: Full support during the go-live phase to ensure a smooth transition, including issue resolution and system stabilisation. Effort and Expected Duration Effort: Approximately 1-5 person-days, depending on the complexity and size of the deployment. Expected Duration: Typically 1-2 weeks from the kickoff meeting to full deployment, including initial user training and support. Limitations and Restrictions Scope Limitation: This service covers the deployment of core SaaS features only; advanced customisations and integrations are excluded. Data Migration Limits: Only basic data migration is included; complex data migration may require additional services. Training Scope: Training provided is basic and intended for key users only; comprehensive training services can be arranged separately. Post-Deployment Support: Limited to 30 days after deployment. Extended support requires a separate agreement. Customisation: Custom feature development is not included in this package and must be scoped and billed separately.
Online Services Agreement
Online Services Agreement Legal Updated:23 Apr 2025 Print this Page This agreement is between IXONN Pty Limited (“IXONN”, “we”, “us”, or “our”) and the entity or individual (“Customer”, “you” or “your”) using our Online Services. It consists of the terms and conditions below, the Acceptable Use Policy, the Service Level Agreements (SLAs), and the Offer Details for your Subscription (collectively, the “Agreement”). It is effective on the date we provide you with confirmation of your Subscription or the date on which your Subscription is renewed, as applicable. 1. Use of Online Services 1.1. Grant of Rights. Subject to your compliance with this Agreement, we grant you a non-exclusive, non-transferable right to access and use the Online Services included with your Subscription, solely for your internal business purposes during the Term. We reserve all other rights. 1.2. Acceptable Use. You shall use the Online Services only in accordance with this Agreement and our Acceptable Use Policy, available at https://ixonn.com/terms-privacy-and-policies/legal-acceptable-use-policy. You shall not circumvent any technical limitations or billing mechanisms in the Online Services. 1.3. End Users. You are responsible for End Users’ compliance with this Agreement. “End User” means any person you permit to access the Online Services. 1.4. Customer Data. You retain all rights in your Customer Data. You grant us a worldwide, royalty-free, non-exclusive license to use, host, transmit, display, and process Customer Data solely to provide and improve the Online Services. We will handle Customer Data in accordance with our Privacy Policy, available at https://ixonn.com/terms-privacy-and-policies/legal-privacy-policy. You are solely responsible for the content of all Customer Data and for complying with all applicable laws regarding your collection and use of Customer Data. 1.5. Account Security. You are responsible for maintaining the confidentiality and security of your accounts and authentication credentials. You must promptly notify us of any suspected unauthorized access or security incidents. To report a security incident, contact our security team at security@ixonn.com, providing as much detail as possible about the incident. 2. Subscriptions 2.1. Available Subscription Offers. We offer Commitment Subscriptions (fixed-term, prepaid) and Consumption Subscriptions (pay-as-you-go), as detailed in the Offer Details on the IXONN website at https://ixonn.com/pricing. 2.2. Ordering. Orders are subject to our acceptance. You may order on behalf of your Affiliates, provided you remain responsible for their compliance with this Agreement. 2.3. Pricing and Payment. Prices and payment terms are specified in your order. For Consumption Subscriptions, we may change prices with 30 days’ notice. You agree to pay all undisputed amounts within 30 days of invoice date. 2.4. Taxes. Prices exclude applicable taxes. You are responsible for paying all taxes associated with your purchases, except for taxes based on our net income. 2.5. Renewal. Subscriptions renew automatically unless terminated. We will notify you before automatic renewal. Renewal will be at then-current terms and conditions. 3. Term, Termination, and Suspension 3.1. Agreement Term. This Agreement remains in effect until all Subscriptions expire or are terminated. 3.2. Termination. Either party may terminate this Agreement for cause upon 30 days’ written notice of a material breach if such breach remains uncured at the expiration of such period. We may suspend or terminate your use of Online Services if you violate the Acceptable Use Policy or fail to pay undisputed amounts. 3.3. Effect of Termination. Upon termination, you must stop using the Online Services. We will retain your Customer Data for 30 days post-termination, during which you may retrieve it. 4. Warranties 4.1. Limited Warranty. We warrant that the Online Services will perform substantially in accordance with the applicable documentation during the Term. Your exclusive remedy for breach of this warranty is described in the SLA. 4.2. DISCLAIMER. EXCEPT AS EXPRESSLY PROVIDED HEREIN, THE ONLINE SERVICES ARE PROVIDED “AS IS” AND WE MAKE NO WARRANTIES, WHETHER EXPRESS, IMPLIED, STATUTORY OR OTHERWISE, INCLUDING WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, OR NON-INFRINGEMENT. 5. Defense of Claims 5.1. By IXONN. We will defend you against claims that the Online Services infringe any third party’s patent, copyright, or trademark, and will pay the amount of any resulting adverse final judgment or approved settlement. 5.2. By Customer. You will defend us against claims arising from: (a) your Customer Data; (b) your use of the Online Services in violation of this Agreement; or (c) your combination of the Online Services with non-IXONN products or services. 5.3. Mutual Defense Obligations. The defended party must: (a) promptly notify the defending party of the claim; (b) give the defending party sole control over the defense and settlement; and (c) provide reasonable assistance in the defense. 6. Limitation of Liability 6.1. Limitation. Each party’s maximum aggregate liability for any claims under this Agreement is limited to direct damages up to the amount paid for the Online Service giving rise to the claim during the 12 months before the cause of action arose. 6.2. EXCLUSION. NEITHER PARTY WILL BE LIABLE FOR INDIRECT, INCIDENTAL, CONSEQUENTIAL, PUNITIVE, OR SPECIAL DAMAGES, OR LOSS OF PROFITS, REVENUE, DATA, OR USE. 6.3. Exceptions. The above limitations do not apply to: (a) the parties’ obligations under Section 5; or (b) violation of the other’s intellectual property rights. 7. Miscellaneous 7.1. Notices. Notices must be in writing and sent to the addresses listed in the Contacts page of IXONN’s website at https://ixonn.com/contact-us. 7.2. Assignment. You may not assign this Agreement without our prior written consent. 7.3. Severability. If any part of this Agreement is held unenforceable, the rest remains in effect. 7.4. Waiver. Failure to enforce any provision is not a waiver. 7.5. No Agency. This Agreement does not create an agency, partnership, or joint venture. 7.6. No Third-party Beneficiaries. There are no third-party beneficiaries to this Agreement. 7.7. Applicable Law. This Agreement is governed by the laws of New South Wales, Australia, without regard to conflict of law principles. 7.8. Dispute Resolution. Any dispute arising out of or in connection with this Agreement shall be referred to and finally resolved by arbitration in Sydney, Australia. 7.9. Entire Agreement. This Agreement constitutes the entire agreement between the parties and supersedes all
Terms of Use
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Case Study – Hospitality
SERVICE IMPROVEMENT Transforming operations for cleaning facilities services Discover how this Cleaning Services organisation skyrocketed their operational efficiency by 50%, increased customer satisfaction by 35%, and reduced costs by 20% using our Online Services. From streamlined service delivery to optimised resource allocation, this customer story unveils the transformative impact of integrated solutions in the facilities maintenance and cleaning services industry. Managed Facilities Boost in customer satisfaction 600 + 35% Read Full Story Edit Template Introduction In the competitive world of facilities maintenance and cleaning services, staying ahead requires more than just quality service—it demands operational excellence and customer-centric approaches. This Cleaning Facilities Services business, a growing company serving commercial and institutional clients, found themselves struggling to manage their expanding operations efficiently. They grappled with disconnected systems, manual processes, and a lack of real-time visibility across their service delivery chain. Ixonn implemented a Business Information Management SaaS Platform – a comprehensive solution designed to address the unique needs of the facilities maintenance and cleaning services industry. This case study explores how the business leveraged Ixonn’s integrated modules to overcome their challenges and achieve remarkable improvements in efficiency, customer satisfaction, and overall business performance. Key Modules: Customer Relationship Management (CRM) Service Delivery Management Contract Management Inventory and Warehousing Purchasing Management Service Request Ticket Management Job Allocations and Attendance Challenge The business faced several critical challenges that hindered their growth and operational efficiency: Fragmented Customer Information: Lack of a centralised CRM system led to poor client communication and missed upselling opportunities. Inefficient Service Delivery: Manual scheduling and dispatch processes resulted in suboptimal resource allocation and delayed response times. Contract Mismanagement: Difficulty in tracking contract terms, renewals, and service level agreements (SLAs) led to compliance issues and revenue leakage. Inventory Discrepancies: Poor visibility into cleaning supplies and equipment inventory caused stockouts and over-ordering. Unoptimised Purchasing: Lack of a systematic approach to purchasing led to inconsistent supplier management and missed bulk-buying opportunities. Chaotic Service Requests: Absence of a structured system for managing incoming service requests resulted in overlooked tasks and customer dissatisfaction. Inefficient Workforce Management: Challenges in job allocation and attendance tracking across multiple client sites led to under-utilised staff and payroll inaccuracies. Objectives The business set the following objectives for implementing the Ixonn platform: Enhance customer relationship management and improve client retention Optimise service delivery and resource allocation Streamline contract management and ensure SLA compliance Improve inventory management and reduce waste Enhance purchasing processes and supplier relationships Implement an efficient system for managing service requests Increase workforce productivity through better job allocation and attendance tracking Solution Ixonn’s Business Information Management SaaS Platform provided the enterprise with an integrated solution customised to their needs: CRM: Centralised customer data, interaction history, and service preferences. Service Delivery Management: Intelligent scheduling and dispatch system with real-time tracking of service personnel. Contract Management: Comprehensive tools for creating, tracking, and managing contracts and SLAs. Inventory and Warehousing: Real-time inventory tracking, automated reordering, and equipment maintenance scheduling. Purchasing Management: Streamlined procurement processes, supplier management, and spend analysis tools. Service Request Ticket Queues: Centralised system for capturing, prioritising, and tracking service requests. Job Allocations and Attendance: Digital job assignment system and mobile check-in/out for accurate time tracking. Implementation The implementation process followed a phased approach: Discovery and Planning (2 weeks): Detailed analysis of the business processes and customization requirements. Core Module Setup (4 weeks): Implementation of CRM, Service Delivery Management, and Contract Management modules. Operational Module Integration (3 weeks): Integration of Inventory, Purchasing, Service Request Queues, and Job Allocations modules. Data Migration (2 weeks): Transfer of historical data from legacy systems to Ixonn platform. User Training (2 weeks): Comprehensive training sessions for all staff members. Go-Live and Support (6 weeks): Staged roll-out of modules with dedicated support team on standby. Results After eight months of full implementation, the organisation experienced the following significant measured improvements: 50% increase in operational efficiency 35% boost in customer satisfaction scores 20% reduction in overall operational costs 40% decrease in response time to service requests 30% improvement in inventory turnover 25% increase in contract renewal rates 45% reduction in scheduling conflicts and double-bookings 15% increase in revenue through better upselling and cross-selling Conclusion The implementation of Ixonn’s Business Information Management SaaS Platform has been a game-changer for a business in the Cleaning Facilities Services industry. By integrating key business processes into a single, cohesive system, the company has achieved unprecedented levels of efficiency, customer satisfaction, and profitability. The success of this implementation demonstrates the transformative power of tailored digital solutions in the facilities maintenance and cleaning services industry. As the organisation continues to grow and evolve, the Ixonn platform will remain a crucial tool in maintaining their competitive edge, ensuring customer loyalty, and driving future success. Case Study – Membership Associations DATA EFFICIENCY Streamlined operations and boost to member engagement. This international company streamlined operations and boosted member engagement by 40% using Ixonn’s … Case Study – Construction & Renovations BUSINESS GROWTH ‘Company’ reaches its revenue goals faster. Discover how this Building and Construction business transformed their operations, boosted efficiency by 40%, …