General Terms & Conditions

These General Terms & Conditions (“Terms”) apply to quotations, orders, invoices, products, software, licences, subscriptions, professional services, support and managed services supplied by iXiZ Technology Pte Ltd (“iXiZ”, “we”, “us” or “our”) to the customer (“Client”). They should be read together with the applicable quotation, statement of work, service agreement, order or invoice.

1. Orders, Acceptance & Priority

A quotation is an offer subject to its stated validity period and these Terms. An order is deemed accepted by the Client upon written acceptance, issuance of a purchase order, payment, instruction to proceed, or use of the ordered product or service, as applicable. iXiZ may require payment, credit approval or vendor confirmation before an order becomes operational.

If there is a conflict, a specifically negotiated written agreement or statement of work signed or expressly accepted by both parties takes precedence over the quotation, followed by these Terms, solely to the extent of the conflict.

2. Pricing, GST & Availability

Unless stated otherwise, prices are in Singapore Dollars (SGD) and exclude prevailing GST. Quotations are based on vendor pricing, foreign exchange rates, availability and supply conditions at the time quoted. Before an order is confirmed, iXiZ may revise pricing where a vendor changes pricing, a product becomes unavailable, specifications change, or there is a material foreign exchange or supply-chain change.

3. Payment

Payment is due according to the quotation or invoice. Software, cloud services, licences, subscriptions and renewals are payable 100% in advance unless expressly agreed otherwise in writing. iXiZ may withhold procurement, activation, renewal, delivery or service where payment is overdue.

The Client is responsible for bank charges, vendor-imposed charges and other costs arising from late payment or delayed instructions, to the extent reasonably incurred in relation to the Client’s order.

4. Hardware, Delivery & Title

Hardware availability and delivery dates are estimates unless expressly guaranteed in writing. Risk in physical goods passes to the Client upon delivery or collection. To the extent permitted by law, title to goods supplied by iXiZ remains with iXiZ until iXiZ has received full payment for those goods. Manufacturer warranties apply according to the relevant manufacturer’s terms unless iXiZ expressly provides a separate written warranty.

5. Software, Cloud Services, Licences & Subscriptions

Software, Microsoft 365 and other cloud services, licences and subscriptions are additionally subject to the applicable publisher’s, distributor’s or vendor’s terms, licensing rules, minimum commitments, renewal rules and product lifecycle policies. The Client authorises iXiZ to procure or administer such products on its behalf within the agreed scope.

Once ordered, provisioned, activated or committed to a vendor, licences and subscriptions are non-refundable and non-cancellable to the extent the relevant vendor does not permit cancellation or refund.

6. Renewals, Expiry & Vendor End-of-Term Rules

Unless an agreed managed service expressly includes automatic renewal management, the Client remains responsible for giving timely renewal or cancellation instructions and making required payment. For renewals requiring advance payment, payment must be received by the deadline stated by iXiZ and, where no deadline is stated, sufficiently before expiry to allow vendor processing.

Where timely instructions or payment are not received, iXiZ may decline to place the renewal, schedule cancellation, or allow the service to expire. The Client accepts responsibility for resulting suspension, loss of access, vendor Extended Service Terms (EST), paid extension periods, automatic rollovers, uplift mechanisms, penalties or other vendor-imposed charges arising from the Client’s delayed instruction or payment.

7. Cancellation, Returns & Refunds

Confirmed orders may not be cancelled without iXiZ’s written agreement. Where iXiZ agrees to cancellation and the underlying item remains cancellable, an administrative or cancellation charge of up to 30% of the affected order value may apply to cover committed costs and administration. Special-order goods and software, licences, subscriptions or services already ordered, activated, performed or committed to a third party remain fully chargeable to the extent they cannot reasonably be cancelled or recovered.

8. Professional Services, Support & Scheduling

Unless otherwise stated, services are performed during iXiZ business hours, Monday to Friday, 9:00 AM to 6:00 PM Singapore time, excluding Singapore Public Holidays. After-hours, weekend and Public Holiday work may attract additional charges.

Professional services, onsite visits, installations and deployments ordinarily require three (3) to five (5) working days’ advance notice and remain subject to engineer availability. Unless a quotation or managed service agreement states otherwise, chargeable support is billed according to the charging unit and minimum charge stated in the applicable quotation, service schedule or prevailing iXiZ service rate.

A 14-day workmanship warranty applies to chargeable professional work performed by iXiZ and is limited to correcting a fault directly caused by that specific work. It does not cover new issues, changed requirements, third-party failures, user actions, malware, hardware failure or changes made after completion.

9. Managed Services & Xecure Services

Managed services, including Xecure services, are governed by the service scope, inclusions, exclusions, service term, support allowance and cancellation provisions stated in the applicable proposal or service agreement. Work outside the agreed scope may be separately chargeable. Unless expressly stated as a service level commitment, response targets are operational objectives and not guarantees of resolution within a particular period.

10. Third-Party Products & Services

iXiZ supplies, resells, integrates or manages products and services provided by third parties including software publishers, cloud providers, telecommunications providers, cybersecurity vendors and hardware manufacturers. Those services may be subject to third-party terms and technical limitations.

iXiZ is not responsible for a third party’s outage, service degradation, product discontinuation, licensing or pricing change, security incident, platform change, or failure outside iXiZ’s reasonable control. iXiZ will provide assistance within the purchased support scope and may liaise with the relevant vendor where appropriate.

11. Cybersecurity Services

Cybersecurity, monitoring, endpoint protection, EDR, MDR, email security, security posture and related services are risk-reduction measures and do not guarantee that every threat, compromise, malicious activity, vulnerability or data-loss event will be prevented, detected or remediated. Security outcomes depend on the technologies deployed, Client configuration and cooperation, third-party services and evolving threats.

12. Backup, Recovery & Data Retention

Backup and recovery services reduce the risk of data loss but do not constitute an absolute guarantee that all data will always be recoverable. Recovery depends on the existence and integrity of available backups, configured scope and retention, third-party infrastructure and circumstances of the incident.

Following expiry, cancellation or non-payment, backup data may be retained only for a limited vendor or service grace period, if any, and may thereafter be permanently deleted without further notice. The Client is responsible for arranging any required export or migration before termination.

13. Client Responsibilities

The Client must provide timely and accurate information, approvals, access, credentials and reasonable cooperation required for iXiZ to perform the services. The Client is responsible for maintaining lawful software licensing, supported systems, suitable internet connectivity and power, appropriate user practices, and any business continuity arrangements not expressly included in iXiZ’s scope.

The Client must promptly notify iXiZ of material changes to its systems, users, environment or third-party providers where those changes may affect the services. iXiZ is not responsible for delay or failure caused by missing, inaccurate or delayed information, access or approvals from the Client or its other providers.

14. Changes & Out-of-Scope Work

Requests that materially change the agreed scope, assumptions, quantities, specifications or deployment requirements may require a revised quotation or additional charges. Standard setup supplied with a device covers only the scope expressly stated in the quotation; migration, specialised configuration, application remediation, project work and other additional services are chargeable unless expressly included.

15. Warranty Disclaimer

Except for warranties expressly stated in an applicable quotation or these Terms, and subject to rights that cannot lawfully be excluded, services are provided using reasonable care and skill and third-party products are supplied subject to their applicable vendor warranties. iXiZ does not warrant uninterrupted or error-free operation of third-party products or services.

16. Limitation of Liability

To the fullest extent permitted by Singapore law, iXiZ is not liable for indirect, incidental, special or consequential loss, or loss of profit, revenue, business, anticipated savings, goodwill or opportunity arising from the supply or use of products or services.

Subject to liabilities that cannot lawfully be excluded or limited, iXiZ’s aggregate liability arising from a particular claim or series of related claims is limited to the fees paid or payable to iXiZ for the specific product or service giving rise to the claim during the six (6) months immediately preceding the event giving rise to the claim, or, for a one-off project or purchase, the amount paid for that specific project or item.

Nothing in these Terms excludes or limits liability to the extent such exclusion or limitation is prohibited by applicable law.

17. Confidentiality & Personal Data

Each party must take reasonable steps to protect confidential information received from the other and use it only for purposes connected with the services, except where disclosure is required by law or reasonably required to relevant employees, contractors or service providers subject to appropriate obligations. Personal data will be handled in accordance with applicable Singapore data protection law and iXiZ’s Privacy Policy.

18. Intellectual Property

Each party retains ownership of intellectual property it owned before the engagement. Unless otherwise agreed, iXiZ retains ownership of its methodologies, templates, scripts, tools, documentation and know-how. Upon full payment, the Client may use deliverables specifically created for it for its internal business purposes, subject to any third-party licence terms.

19. Suspension & Termination

iXiZ may suspend affected services where payment is materially overdue, continued operation creates a material security or legal risk, required third-party services have been suspended, or the Client materially breaches an applicable agreement and fails to remedy the breach within a reasonable period after notice where remedy is possible. Suspension does not remove payment obligations already incurred.

20. Force Majeure

Neither party is liable for delay or failure caused by events beyond its reasonable control, including major telecommunications or cloud outages, natural disasters, government action, widespread cyber incidents, labour disruption, supply-chain interruption or failure of utilities, provided the affected party takes reasonable steps to mitigate the impact.

21. Updates to These Terms

These Terms may be updated from time to time. The version applicable to an order is ordinarily the version in effect on the date the applicable quotation or order is accepted, unless the parties agree otherwise or a change is required by law or a third-party service on which the contracted service depends. Updated Terms do not retrospectively replace agreed terms for a completed order merely because this webpage is updated.

22. Governing Law & Jurisdiction

These Terms and the parties’ contractual relationship are governed by the laws of Singapore. The parties submit to the jurisdiction of the Singapore courts, subject to any dispute-resolution mechanism expressly agreed in writing.

23. General

If any provision is held invalid or unenforceable, the remaining provisions continue in effect. A failure or delay in enforcing a right is not a waiver of that right. The Client may not assign an agreement with iXiZ without iXiZ’s prior written consent, except as part of a bona fide corporate restructuring or sale of substantially all of the Client’s relevant business where the successor assumes the Client’s obligations.

24. Contact

Questions regarding these Terms may be directed to iXiZ Technology Pte Ltd through the contact details published on this website.