Last updated: August 4, 2026

These Terms of Service ("Terms") govern your use of the Virtutech HelpDesk (the "Service"), available at https://helpdesk.virtutech.com.au, provided by Virtutech ("Virtutech", "we", "us" or "our"). By accessing or using the Service, you agree to these Terms. If you don't agree, please don't use the Service.

For information on how we handle personal information, see our Privacy Policy.

The Service

The Service is a support portal for clients of Virtutech, providing:

• a ticketing system to submit and track support requests;
• a Knowledgebase of self-help articles;
• a Travel Access module, for organizations that use it to manage staff travel-related access requests; and
• Secure Note, a one-time-view link used by our technicians to exchange sensitive information with you.

The Service is provided to you because your organization is a client of Virtutech. Your ability to use it may depend on arrangements between Virtutech and your organization, and may be withdrawn if that arrangement ends.

Your Account

You're responsible for keeping your login credentials confidential and for all activity that happens under your account. Let us know straight away if you suspect your account has been compromised. You must provide accurate information when creating or updating your account, and keep it up to date.

If your account uses two-factor authentication, you're responsible for keeping your authenticator app or registered phone number accessible. If you sign in using a Microsoft account, your use of that sign-in method is also subject to Microsoft's own terms, we aren't responsible for the availability or security of Microsoft's services.

Acceptable Use

When using the Service, you agree not to:

• attempt to gain unauthorized access to any account, data, or system;
• submit unlawful, abusive, or fraudulent content through a ticket, Secure Note response, or any other feature;
• interfere with or disrupt the Service, or attempt to bypass any security or access control; or
• use the Service for any purpose other than legitimate support requests related to your organization's use of Virtutech's services.

We may suspend or terminate access for any account used in a way that breaches these Terms.

Content You Submit

You retain ownership of anything you submit through the Service, including but not limited to; ticket descriptions, replies, attachments, or Secure Note responses. By submitting it, you give us permission to use it solely for the purpose of providing support and operating the Service (for example, so our technicians can view and respond to your ticket). You're responsible for making sure you have the right to share anything you submit, and that it doesn't contain anything unlawful.

Secure Note

Secure Note links are intended for one-time viewing or response, after which the content is permanently deleted and cannot be recovered by anyone, including us. You're responsible for keeping a copy of anything you need after viewing it, and for not forwarding a Secure Note link to anyone it wasn't intended for.

Availability

We aim to keep the Service available, but we don't guarantee it will always be accessible or error-free. We may need to take the Service offline from time to time for maintenance, updates, or reasons outside our control, and we'll show a notice on the Service where reasonably possible when this happens.

Intellectual Property

The Service itself, including its design, software, and branding, is owned by Virtutech or its licensors and is protected by applicable intellectual property laws. These Terms don't grant you any right to use Virtutech's branding or software outside of using the Service as intended.

Disclaimer and Limitation of Liability

The Service is provided on an "as is" and "as available" basis. To the extent permitted by law, we don't make any warranty that the Service will be uninterrupted, secure, or error-free. Nothing in these Terms excludes any guarantee, right, or remedy you have under the Australian Consumer Law that can't lawfully be excluded.

To the extent permitted by law, Virtutech isn't liable for any indirect or consequential loss arising from your use of the Service. Nothing in these Terms limits our liability for death, personal injury, fraud, or anything else that can't lawfully be limited or excluded.

Termination

We may suspend or terminate your access to the Service at any time, particularly if we believe you've breached these Terms, if your organization's arrangement with Virtutech ends, or if we discontinue the Service. You can stop using the Service, and ask us to close your account, at any time by contacting us.

Changes to These Terms

We may update these Terms from time to time to reflect changes to the Service. We'll update the "Last updated" date above whenever we do, and for significant changes we'll take reasonable steps to let you know.

Governing Law

These Terms are governed by the laws of Victoria, Australia, and you submit to the non-exclusive jurisdiction of the courts of Victoria for any dispute arising from them.

Contact Us

If you have any questions about these Terms, please contact us:

• By mail: Virtutech, Level 3, 22 Horne Street, Elsternwick VIC 3185, Australia