These Terms and Conditions ("Terms", "Agreement") govern your membership of The Tech COOP Pty Ltd ABN 89 695 606 387 ("The COOP", "we", "us", or "our") and your use of our services, including per-ticket technical support. By becoming a member, you ("Member", "you", "your") agree to be bound by these Terms.
Please read these Terms carefully before joining. If you do not agree to these Terms, you should not proceed with membership.
The COOP is a membership cooperative providing shared access to specialist resources and technical support services for IT and managed services provider (MSP) businesses.
Our model combines two service streams:
Specialists and engineers serve the cooperative membership as a whole, not any single member exclusively. Resource availability, response times, and capacity are managed across the entire membership base.
Membership is open to businesses that operate in the IT or managed services provider (MSP) sector. To be eligible, your business must:
Membership is granted automatically upon completing the sign-up process and submitting payment, provided the eligibility criteria above are met. We reserve the right to verify eligibility information and to revoke membership if eligibility criteria are found to have been misrepresented.
Each membership covers one business entity. Multiple individuals within that business may access cooperative resources under a single membership, but a separate membership is required for each distinct business entity.
The COOP offers four membership tiers. Each tier includes a different combination of specialist services and per-ticket pricing. The current tiers are:
The specific services, features, and inclusions of each tier are as published on our pricing page (tcoop.co/pricing) at the time of your membership. We may update tier inclusions from time to time in accordance with Section 15 (Changes to These Terms).
Each membership tier carries a different per-ticket rate for Standard Tickets:
The Grow (Volume) rate requires a commitment to purchase a minimum of 500 Standard Tickets per month. Tickets purchased under the Volume rate are billed monthly in advance and are subject to the same expiry and non-rollover terms as All Access Tickets (see Section 5.8). Members select their preferred ticket plan (standard Grow rate or Volume rate) each billing cycle — it is the member's responsibility to forecast their ticket requirements and select accordingly. If a member exhausts their Volume ticket allocation mid-cycle, additional tickets cannot be purchased at the Volume rate until the next billing cycle. The member may purchase additional Standard Tickets at the standard Grow per-ticket rate of USD $20, subject to The COOP's available capacity at the time of request. Capacity is not guaranteed for mid-cycle Standard Ticket purchases.
For the avoidance of doubt, this mid-cycle fallback to Standard Tickets at the Grow rate applies only to Grow (Volume) members purchasing L1 Standard Tickets. It does not apply to All Access Ticket members, who remain subject to the purchasing restrictions in Section 5.2.
QA Supervisor tickets are available as an optional add-on at published rates.
Membership does not include:
Access to specialist resources (non-ticket membership services) is provided on a fair use basis. The COOP manages resource allocation across the membership to ensure all members receive meaningful value. This means:
Specialist membership services are generally available during standard Australian Eastern business hours (Monday to Friday, excluding NSW public holidays). Technical support (ticket) availability is described in Sections 5 and 6 respectively. Availability may vary due to demand, capacity, leave, and other operational factors.
As the cooperative evolves, we may add, modify, or discontinue specific service areas or adjust tier inclusions. We will communicate significant service changes to members in advance where practicable.
Membership of The COOP involves an onboarding and provisioning period ("Onboarding Period") before ticket-based technical support services become available to the member. This section sets out how onboarding works and the conditions for accessing ticket services.
Purpose of onboarding. The Onboarding Period is designed to assess and improve the member's operational readiness — including processes, documentation, tooling, and systems — to the standard required for The COOP to deliver effective ticket-based support. Membership fees during the Onboarding Period fund this foundational work. Members should expect that The COOP's specialist resources will be focused on getting the member's business to a support-ready state during this phase.
Duration. The Onboarding Period varies depending on the member's existing operational maturity. For some members it may take weeks; for others it may take three months or longer. The COOP does not guarantee a specific onboarding timeframe. The COOP will work with the member to establish a reasonable onboarding plan and communicate progress throughout.
Member obligations during onboarding. The member must actively cooperate with the onboarding process, including:
Delays in onboarding caused by the member's failure to cooperate, provide access, or implement recommended changes are the member's responsibility. The COOP is not liable for extended onboarding timelines resulting from member delays, and membership fees continue to apply regardless of onboarding progress.
Ticket access readiness. Ticket-based support (Standard Tickets, All Access Tickets, and Grow Volume Tickets) is not available from the date of membership signup. Ticket purchasing is only enabled once The COOP determines, at its reasonable discretion, that the member's operational environment meets the minimum standard required for The COOP to deliver effective ticket-based support ("Ticket Readiness").
The COOP will notify the member in writing (by email) when Ticket Readiness has been achieved. Until that notification is issued:
Onboarding for All Access Tickets. In addition to general Ticket Readiness, All Access Ticket members must complete the prerequisite briefing described in Section 5.13 for each client environment before All Access support commences for that environment.
Ongoing readiness. Ticket Readiness is not a one-time assessment. If The COOP determines that a member's operational environment has deteriorated to the point where effective ticket support cannot be delivered (for example, due to removal of access, loss of documentation, or material changes to infrastructure without notification), The COOP may suspend ticket services and require the member to undertake a remediation period before ticket access is restored. Membership fees continue to apply during any remediation period.
The COOP may, from time to time, make available for recruitment individuals who have been trained and developed through The COOP's operations ("COOP-Trained Personnel"). This recruitment service is designed to provide members and non-members with access to qualified technical staff while offering career development opportunities for individuals within The COOP's talent pipeline.
Recruitment entitlements by tier.
Placement entitlements are calculated per calendar year and do not roll over to the following year. Unused placements are not refundable or transferable.
Availability. Recruitment is subject to the availability of suitable COOP-Trained Personnel. The COOP does not guarantee that candidates will be available at any given time, nor that any particular individual will be available for recruitment. The COOP retains full discretion over which individuals are made available and the timing of their availability.
Recruitment process. All recruitment of COOP-Trained Personnel must be conducted through The COOP's formal recruitment channel. Members and non-members must not directly approach, solicit, or recruit COOP specialists, engineers, or other personnel outside of this formal process. Any recruitment of COOP personnel outside the formal channel will be treated as an informal placement and will be subject to the non-member placement fee (USD $10,000 or 15% of annual remuneration, whichever is higher), regardless of the member's tier or remaining placement entitlements.
Placement terms. Detailed recruitment terms — including candidate assessment, interview process, onboarding support, and any probationary or guarantee period — will be communicated separately as part of The COOP's recruitment process. The COOP reserves the right to publish and update supplementary recruitment terms from time to time.
Relationship of All Access Ticket pricing. The COOP's All Access Ticket pricing reflects, in part, the cooperative's investment in training and developing technical personnel. The recruitment pathway is a deliberate feature of the model — members are encouraged to build their internal capability over time by hiring COOP-Trained Personnel as their business grows.
This Section defines Standard Tickets. For All Access Tickets, see Section 5. Where these Terms refer to "tickets" generally, both Standard Tickets and All Access Tickets are included unless stated otherwise.
A Standard Ticket is a single, discrete unit of technical support work purchased by a member at their tier's per-ticket rate. Standard Tickets cover Level 1 (L1) support tasks as defined below.
Level 1 support refers to first-line technical assistance for common, routine, and well-documented issues. L1 tasks are typically resolved using established procedures, knowledge base articles, or standard operating playbooks. Examples of L1 support include (but are not limited to):
L1 support specifically excludes tasks that fall within L2 or L3 definitions (see Section 5.3), project work, and any items excluded under Section 5.6.
Each Standard Ticket is scoped to be completed within 30 minutes of commencement. This represents typical L1 work. The COOP acknowledges there is often overlap between ticket level definitions, and in such cases the 30-minute ceiling applies, provided The COOP has accepted and supported the ticket.
If a Standard Ticket cannot be resolved within 30 minutes, The COOP will either:
Standard Tickets are delivered remotely. The COOP handles resourcing and task execution. The member is responsible for providing remote access to the relevant client infrastructure.
Where a member requires support that is local to the member's or client's site, this may be available at The COOP's discretion. Local onsite support is not a standard offering and is subject to resource availability, location, and prevailing engineer costs. Where The COOP agrees to provide local support, pricing is quoted on a per-engagement basis and must be agreed in writing before work commences.
The COOP targets the following service levels for Standard Tickets:
These targets are objectives, not guarantees. Actual response and resolution times may vary based on ticket volume, complexity, and resource availability across the membership.
All Access Tickets are a premium support product available exclusively to Grow tier members. They operate under different rules to Standard Tickets. This Section should be read carefully — it contains specific conditions, limitations, and obligations that apply only to All Access Tickets.
An All Access Ticket is a unit of technical support that covers all support levels — Level 1 (L1), Level 2 (L2), and Level 3 (L3) — as defined by The COOP. All Access Tickets are purchased in blocks and provide comprehensive remote technical support across all environments, users, devices, and infrastructure supported by The COOP, subject to the conditions in this Section.
All Access Tickets include support across three levels:
Level 1 (L1) — As defined in Section 4.2 above.
Level 2 (L2) — Second-line support for issues that cannot be resolved at L1 or require deeper technical knowledge. L2 tasks typically involve:
Level 3 (L3) — Third-line support for complex, systemic, or specialist issues. L3 tasks typically involve:
The classification of a ticket as L1, L2, or L3 is determined by The COOP at its discretion based on the nature of the work involved.
The typical ticket association is: client + user/device type = 1 ticket.
Examples:
All Access Tickets cover all environments — users, devices, and infrastructure — provided The COOP team have been briefed on the relevant environment and have the skills and access required to support it.
Members must not bundle, combine, or group multiple discrete issues into a single ticket in order to receive more support per ticket than intended. Each ticket must relate to one issue as defined in Section 5.4.
If The COOP determines that a submitted ticket contains multiple discrete issues, it reserves the right to:
Repeated or deliberate bundling of tickets may be treated as a breach of these Terms.
All Access Tickets specifically exclude:
If there is uncertainty about whether a request falls within All Access Ticket scope, the member should raise it with The COOP before submitting the ticket. The COOP's determination is final.
Out-of-scope ticket submissions. If a member submits a ticket that The COOP determines falls outside All Access Ticket scope, that ticket is counted against the member's ticket balance regardless of whether any support work was performed. The COOP will notify the member that the ticket has been assessed as out of scope and closed. This determination is made at The COOP's discretion and is final.
The expected average time per All Access Ticket is 2 hours. There is no hard time ceiling per individual ticket — some tickets will take less, some more. However, The COOP monitors overall ticket time patterns across the membership and reserves the right to:
The COOP's assessment of ticket time patterns is made at its reasonable discretion and takes into account the mix of L1, L2, and L3 tickets across the member's usage.
If a member exhausts their All Access Ticket allocation before the end of the billing cycle:
There is no option to purchase partial blocks or individual All Access Tickets outside the 50-ticket block structure.
All Access Tickets are designed for steady-state operational support, not burst demand. The minimum expected distribution is approximately 2–3 tickets per business day across a standard 20-business-day monthly cycle (or equivalent for shorter months).
The COOP provides 24/7 remote support for All Access Tickets. The following service level targets apply to tickets submitted within the daily fair-use rate (approximately 2–3 per business day):
Priority 1 — Critical (total system outage, all users affected, business unable to operate)
Priority 2 — High (significant impact, major system degraded, multiple users affected)
Priority 3 — Medium (partial impact, single system or limited users affected, workaround available)
Priority 4 — Low (minor issue, cosmetic, informational, or non-urgent request)
Important SLA conditions:
All Access Tickets are delivered 100% remotely. The member is responsible for ensuring The COOP has adequate remote access to the relevant client environments, systems, and infrastructure. The COOP is not responsible for delays caused by insufficient access, credentials, or permissions.
Before All Access support commences for any client environment, the member must brief The COOP team on:
The COOP will not commence All Access support for an environment until it is reasonably satisfied that it has the information and access needed to provide effective support. Time spent on initial environment briefing and onboarding is not deducted from the member's ticket allocation.
Membership fees are charged monthly in advance at the rate corresponding to your selected tier (see Section 3.1). All membership fees and ticket prices are quoted in United States Dollars (USD) and are exclusive of applicable taxes (see Section 6.6).
Standard Ticket and All Access Ticket fees are charged in addition to your membership fee. Standard Tickets are billed per ticket at your tier's rate. All Access Ticket blocks are billed monthly in advance alongside your membership fee.
All fees (membership and tickets) are billed monthly. Payment is processed automatically via your nominated payment method on your billing date. Your billing date is the date you first activated your membership, recurring monthly thereafter.
Payment is processed through our payment provider (currently Stripe). You are responsible for maintaining a valid payment method on file and ensuring sufficient funds are available for each billing cycle.
If a payment fails, we will attempt to process it again and notify you by email. If payment remains outstanding for more than 14 days past the billing date, we may suspend your access to cooperative resources and ticket support until the account is brought current. If payment remains outstanding for more than 30 days, we may terminate your membership in accordance with Section 11.
All fees are quoted exclusive of GST, VAT, sales tax, and any other applicable taxes in your jurisdiction. Applicable taxes will be added to your invoice in accordance with relevant tax law. Tax invoices are provided for each payment.
We may adjust membership fees and per-ticket rates from time to time. Any fee changes will be communicated to members by email at least 30 days before taking effect. The new fees will apply from your next billing cycle after the notice period. If you do not agree to a fee change, you may cancel your membership before the new fee takes effect in accordance with Section 10.
New members on the Grow plan only are entitled to a 30-day money-back guarantee from the date their membership is activated. If you are not satisfied with the cooperative for any reason within this initial 30-day period, you may cancel and receive a full refund of your Grow plan membership fee for that period.
The 30-day money-back guarantee:
To claim the guarantee, contact us at info@tcoop.co within 30 days of your membership activation date. Refunds under this guarantee will be processed to your original payment method within 14 business days.
After the initial 30-day period, the standard cancellation and refund terms in Sections 8 and 10 apply.
After the initial 30-day money-back guarantee period (or immediately, for tiers not covered by the guarantee):
As a member, you agree to:
Members must not:
In the course of membership, you may be exposed to confidential information belonging to The COOP, its specialists, or other members. You agree to keep such information confidential and not disclose it to any third party without prior written consent. This obligation survives the termination of your membership.
You may cancel your membership at any time by emailing info@tcoop.co. Cancellation requires 30 days' written notice.
Upon cancellation:
Former members may rejoin the cooperative at any time, subject to current eligibility requirements and the fees in effect at the time of rejoining. The 30-day money-back guarantee does not apply to returning members.
We may suspend your access to cooperative resources and ticket support, with or without notice, if:
We will notify you of any suspension and the reason for it. Where practicable, we will give you an opportunity to remedy the issue before suspension takes effect.
We may terminate your membership:
Upon termination:
All intellectual property in The COOP's website, branding, tools, frameworks, templates, systems, and methodologies remains the property of The Tech COOP Pty Ltd. Your membership does not grant you ownership of or any licence to use The COOP's intellectual property beyond what is necessary to receive the cooperative's services during your membership.
Where specialists or engineers produce deliverables specifically for your business (such as documents, strategies, audits, scripts, or other materials created at your request), you own the intellectual property in those deliverables once they are delivered to you and your fees are current.
The COOP retains the right to use general knowledge, techniques, methodologies, and non-confidential learnings from service delivery across the cooperative — this is how we improve and develop our shared resources for all members.
You retain ownership of any content, data, or materials you provide to The COOP. By providing such materials, you grant us a limited licence to use them as necessary to deliver the cooperative's services to you.
The COOP provides access to shared specialist resources and technical support to support your business. We do not guarantee any specific outcome, result, revenue improvement, or business performance. Any projections, strategies, or recommendations provided through the cooperative are opinions and guidance only — not guarantees. SLA targets are objectives and are not warranties of performance.
To the maximum extent permitted by law, The Tech COOP Pty Ltd's total liability to you for any claims arising out of or in connection with your membership and these Terms is limited to the total fees (membership and ticket fees combined) paid by you in the 3 months immediately preceding the event giving rise to the claim.
To the maximum extent permitted by law, we are not liable for any indirect, incidental, special, consequential, or punitive damages, including (but not limited to) loss of profits, revenue, data, business opportunities, or goodwill — whether arising from contract, negligence, or otherwise.
Technical support provided through tickets is delivered on a reasonable-endeavours basis. The COOP does not warrant that every issue submitted as a ticket will be resolved, or that resolution will be achieved within any specific timeframe. The COOP is not liable for any loss, damage, or downtime arising from or related to technical support work, including (but not limited to) data loss, system outages, or configuration errors, except to the extent caused by The COOP's wilful misconduct or gross negligence.
Nothing in these Terms excludes, restricts, or modifies any consumer guarantee, right, or remedy conferred by the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)) or any other applicable law that cannot be excluded, restricted, or modified by agreement.
If a dispute arises in connection with your membership or these Terms, both parties agree to first attempt to resolve it in good faith through direct communication. Please contact us at info@tcoop.co outlining the nature of the dispute.
If the dispute is not resolved within 30 days of the initial complaint, either party may refer the matter to mediation administered by the Australian Disputes Centre (ADC) or another mutually agreed mediation service. The costs of mediation will be shared equally between the parties unless otherwise agreed.
If mediation does not resolve the dispute, either party may pursue the matter through the courts of New South Wales, Australia. Both parties agree to submit to the non-exclusive jurisdiction of the courts of New South Wales.
We may update these Terms from time to time. Changes may arise due to service evolution, legal or regulatory requirements, operational needs, or feedback from the membership.
If you do not agree to a material change, you may cancel your membership before the change takes effect in accordance with Section 10. Continued use of the cooperative's services after a material change takes effect constitutes acceptance of the updated Terms.
The "Last Updated" date at the top of these Terms will always reflect the most recent revision. Previous versions are available on request by contacting info@tcoop.co.
This Agreement is governed by the laws of New South Wales, Australia.
These Terms, together with our Privacy Policy, constitute the entire agreement between you and The Tech COOP Pty Ltd regarding your membership. They supersede any prior discussions, representations, or agreements.
If any provision of these Terms is found to be invalid, illegal, or unenforceable, the remaining provisions will continue in full force and effect.
A failure by The COOP to enforce any right or provision of these Terms does not constitute a waiver of that right or provision.
You may not assign or transfer your membership or any rights under this Agreement without our prior written consent. We may assign our rights and obligations under this Agreement to a successor entity (e.g. in the event of a business restructure or acquisition) with notice to you.
Neither party will be liable for failure or delay in performing obligations due to events beyond reasonable control, including natural disasters, pandemics, government actions, internet disruptions, or other force majeure events. If such an event continues for more than 60 days, either party may terminate this Agreement with written notice.
All formal notices under this Agreement must be in writing and sent by email. Notices to The COOP should be sent to info@tcoop.co. Notices to members will be sent to the email address on file for the membership account.
In these Terms, unless the context requires otherwise: words in the singular include the plural and vice versa; references to a person include corporations, partnerships, and other entities; "including" means "including without limitation"; and references to currency are to United States Dollars (USD). Section headings are for convenience only and do not affect interpretation.
By completing the membership sign-up process and submitting payment, you acknowledge and confirm that:
The Tech COOP Pty Ltd ABN: 89 695 606 387
Email: info@tcoop.co Address: Unit 3, 193 Darling Street, Balmain NSW 2041, Australia Website: https://tcoop.co
