Terms and Conditions

Welcome to the Service Management Specialists (SMS) website. By accessing or using this website, you agree to comply with and be bound by the following terms and conditions. If you do not agree to these terms, please do not use this website.

1. Acceptance of Terms
By accessing or using this website, you acknowledge that you have read, understood, and agree to these Terms and Conditions, along with our Privacy Policy. SMS reserves the right to modify these terms at any time, and it is your responsibility to review them regularly. Continued use of the website after changes are posted constitutes acceptance of the revised terms.
2. Use of Website
The content on this website is provided for informational purposes only and does not constitute professional advice.
You agree to use the website solely for lawful purposes and in a manner that does not infringe upon the rights of others.
You must not engage in activities such as transmitting harmful software, interfering with the website’s functionality, or attempting to gain unauthorised access to systems or data.
3. Intellectual Property
All content, materials, and designs on this website, including text, images, graphics, logos, and downloadable resources, are the intellectual property of SMS unless otherwise stated.
You may not reproduce, distribute, or modify any materials from this website without prior written permission from SMS.
4. Disclaimer of Warranties
SMS provides the website and its content "as is" without any warranties, express or implied, including but not limited to fitness for a particular purpose or non-infringement.
SMS does not guarantee the accuracy, completeness, or timeliness of the information provided on the website.
5. Limitation of Liability
SMS will not be liable for any direct, indirect, incidental, consequential, or special damages arising from your use of this website, including any loss of data, business interruption, or other issues resulting from reliance on website content.
Your sole remedy for dissatisfaction with the website or its content is to discontinue use.
6. Links to Third-Party Websites
The SMS website may contain links to third-party websites. These links are provided for convenience and do not constitute endorsement or approval of the linked content.
SMS is not responsible for the availability, content, or practices of third-party websites and recommends you review their terms and privacy policies.
7. Privacy Policy
Your use of this website is also governed by our Privacy Policy, which outlines how we collect, use, and protect your personal information.
By using this website, you consent to the practices described in our Privacy Policy.
8. Governing Law
These terms and conditions are governed by the laws of New South Wales, Australia. Any disputes arising out of or relating to these terms shall be subject to the exclusive jurisdiction of the courts in [your region].
9. Termination
SMS reserves the right to suspend or terminate access to this website without prior notice for any breach of these terms.
Provisions such as intellectual property, disclaimers, and limitations of liability will survive termination.

10. Performance Claims – Terms & Conditions

The following Terms and Conditions apply to performance claims made by Service Management Specialists (SMS), including but not limited to efficiency improvements, support cost reductions, faster resolution times, and increased customer satisfaction.

1. Baseline Metrics & Eligibility

To assess and validate improvements:

  • The Customer must provide current-state baseline data, including efficiency metrics, ticket volumes, cost-per-ticket calculations, resolution times, and CSAT benchmarks prior to engagement.

  • All improvement targets are based on an agreed scope of work and clearly defined focus areas, documented in writing before the commencement of the engagement.

2. Engagement Criteria

SMS engagements are structured as collaborative partnerships, where both parties:

  • Agree on realistic delivery outcomes based on the maturity, resources, and constraints of the Customer environment.

  • Understand that claim outcomes (e.g. cost savings, efficiency gains) are contingent on the Customer maintaining agreed responsibilities, including providing timely access to people, systems, and information.

3. Scope & Exclusions

Performance claims are based on the assumption that:

  • The Customer environment meets the following baseline conditions:

    • High volume of low-complexity support tickets

    • No existing or limited self-service or automation capabilities

    • No structured knowledge management practice in place

    • Repetitive manual handling occurring at Level 1 and Level 2

  • All performance metrics are measured within the agreed scope only and do not include any delays or blockers caused by the Customer, such as rescheduling, unavailable resources, or misalignment on focus areas.

4. Infrastructure & Downtime Clarification

  • SMS does not manage or control infrastructure availability (e.g. networks, hosting, critical systems), and cannot guarantee improvements to hardware- or platform-related downtime.

  • SMS supports reduction in operational downtime only—specifically through improved incident resolution, knowledge access, escalation clarity, and repeat issue reduction.

5. Measurement & Attribution

  • All claims (e.g. “up to 40% reduction in support costs”) are dependent on the Customer’s ability to implement SMS recommendations and maintain agreed processes.

  • Results may vary depending on organisational readiness, stakeholder engagement, system constraints, and other environmental factors outside SMS’s control.


10. Contact Information
If you have any questions or concerns regarding these Terms and Conditions, please contact us:
Email: ask@servicemanagementspecialists.com
Phone: +61 459058025
Address: P.O.Box, Q107, Queen Victoria Building, Sydney, NSW 1230, Australia