A structured briefing for the Smile IT account team. Use this as your guide for the 13 May 2026 workshop. Each point includes what to say, how to frame it, and what to watch out for.
Positive / Strategy
Prepare / Watch out
01
Opening Frame
Lead with the Growth Narrative
▸Jellinbah has grown from 130 to 232 users — that's 78% more people we're supporting.
▸You've added multiple sites, specialised mining apps, camp infrastructure, and OT systems since 2022.
▸The fee reflects that growth — it's not a price hike, it's a scope realignment.
▸We've been absorbing a lot of this growth without formally updating the agreement — this is us getting it right.
02
Price Justification
Walk Through the Fee Build-Up
▸$29,450 → $65,240 sounds dramatic. Walk them through each line.
▸On-site uplift from 1 to 2 weeks/month = +$12,000. That's a direct ask from operations.
▸102 extra users at $120/user = +$9,790. Pure growth.
▸New services (DBA, project hours, camp Wi-Fi, app management) = +$9,600. All things we're already doing.
▸Frame it: 'We're not charging more for the same thing — we're charging correctly for what we actually do.'
03
Likely Pushback #1
SLA Breach Credit Removal
▸They will notice this. The 2022 agreement gave them 5% per breach, capped at 25% of monthly fees (~$7,362/month).
▸Acknowledge it directly — don't wait for them to raise it.
▸Position: 'We've invested heavily in tooling and staffing to avoid breaches — we'd prefer to compete on performance, not penalties.'
▸Fallback: Offer to reinstate a modified credit (e.g., 3% per breach, capped at 15%) if it's a deal-breaker.
Watch: Do not dismiss this concern. It's the single most material customer-facing SLA change.
▸Rationale: We carry significant infrastructure and staffing commitments on their behalf.
▸Position: '90 days gives us time to responsibly transition — it protects Jellinbah's continuity as much as ours.'
▸Fallback: 60 days is defensible. Do not go below 30 days given the complexity of the environment.
Watch: The 'remaining licence/subscription costs' clause may also draw scrutiny — be ready to clarify what this covers.
05
Likely Pushback #3
7-Day Payment Terms & 3-Day Late-Payment Trigger
▸Current: 14 days. Draft: 7 days, with termination trigger 3 business days after formal notice.
▸The 3-day termination trigger is aggressive — acknowledge this proactively.
▸Position: 'The 7-day terms reflect our cash flow requirements at this scale — but the 3-day trigger was a drafting error we're happy to extend to 14 or 30 days.'
▸Recommend: Fix the 3-day trigger to 14 days before the meeting. Don't defend something indefensible.
Watch: Fix this in the document before the meeting. It will undermine trust if they read it and you haven't flagged it.
06
Scope Gap
Disaster Recovery Planning — Address Proactively
▸DR Planning was in the 2022 agreement. It's been removed from the draft (marked 'No — out of scope unless quoted').
▸Don't let them discover this during the review — raise it yourself.
▸Option A: Fold DR planning back into scope (low cost, high trust signal).
▸Option B: Scope it as a separate quoted project — present a rough estimate on the day.
▸Either way: 'We want to make sure you have a tested DR plan — let's agree on how to handle it.'
Watch: Given the single data centre risk flagged in the infrastructure review, DR is a live operational concern — not just a contract item.
07
Cybersecurity Boundary
Clarify the CyberCX Relationship
▸Multiple cybersecurity items in the draft are now 'Pursuant to CyberCX request' — Smile IT executes, CyberCX directs.
▸Jellinbah may not fully understand this model. Explain it clearly.
▸Position: 'CyberCX provides the strategy and tooling. We implement and manage it day-to-day. You get specialist expertise without managing two separate relationships.'
▸Be clear on who pays for what — ambiguity here creates disputes post-signing.
Watch: Security and Data Breach Incident Response is explicitly out of scope. Make sure Jellinbah understands this and has appropriate coverage elsewhere.
08
Lead with Wins
Highlight the New Value-Adds
▸Project Hours with rollover (up to 100 hours) — no more 'is this BAU or a project?' debates for small changes.
▸Database Administration — 20 SQL databases now formally covered. Health checks, performance tuning, monitoring.
▸Mobile Device Management via Intune — all devices enrolled, remote wipe, conditional access.
▸Camp Wi-Fi (90 APs, 250 users) — formally in scope for the first time.
▸Annual review clause — we're committing to reassess scope and fees every year. That's a protection for Jellinbah.
09
Competitive Landscape
Be Ready for the Res IT Comparison
▸Jellinbah has been using Res IT for specific work and has a consultant advising them. Assume they are being compared.
▸Res IT has pitched database administration as part of their offering. Our position: DB admin is a vendor responsibility — each vendor (Ivolve, Komatsu, etc.) should maintain their own SQL databases under their support agreements.
▸If DB admin is a deal-breaker: Smile IT can facilitate a DBA resource at approximately $2,000/month. This is already reflected in the fee build-up.
▸Our differentiator is not price — it's depth of knowledge. No one else has the visibility we have across their IT, OT, SCADA, camp, and application stack. Res IT does not.
▸Frame it: 'We built this environment. We know where every cable runs, every application dependency, every risk. That institutional knowledge cannot be replicated by a new provider in 12 months.'
Watch: Do not disparage Res IT directly. Let the depth of knowledge speak for itself.
10
Document Housekeeping
Fix Before Sending — Non-Negotiables
▸Backdated term (1 Sep 2024 – 31 Aug 2025) — this term has already expired. Re-date before issue.
▸Appendix L (Rates Schedule) is empty — fill it in. This is a deal-stopper if left blank.
▸Escalation contact: 'Tate Spencer' with email [email protected] — one of these is wrong.
▸ABN typo: stray '4173)' in the Parties section.
▸Entity inconsistency: Section 2 says 'Jellinbah Group Pty Ltd' but Section 2.1 lists three entities.
Watch: Do not send the draft to Jellinbah until these are resolved. Document quality issues signal carelessness and undermine the commercial conversation.
Smile IT
www.smileit.com.au · 1300 766 720
Prepared for: Jellinbah Strategic Workshop — 13 May 2026