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Introduction

Purpose of Document

The purpose of this document is to outline the IT services Terms and Conditions offered by Network Limited to its clients.

Definitions

Supplier: Network Limited
Company Number: 04498416
Office: Seven Stars House, 1 Wheler Road, Coventry, CV3 4LB
Telephone: 024 7601 0100
Email: [email protected]
Client: Anyone requesting support or development from Network Limited
Working Hours: 9am to 5:30pm, Monday to Friday, excluding UK Public Holidays
Language: English

The Contract

Acceptance

It is deemed that you have read, understood, and agreed to these Terms and Conditions if you request IT support from Network Limited by phone, arranged visit, email, or any other method, or if you sign a contract referencing these Terms and Conditions.

Abbreviations

For ease of reading, the phrase “Network” refers to Network Limited throughout this document.

Pay As You Go

Network can work on a Pay As You Go basis unless a regular Maintenance and Support Contract, development contract, or separate agreement has been arranged.

Charges

  • Initial call out fee: £100 + VAT
  • Per hour fee: £75 + VAT
  • Minimum charge: £175 + VAT

Fees and Charges

Network charges from £55 per hour plus VAT for IT support and from £65 per hour plus VAT for Software Development.
If you are within 15 miles of Coventry or Royal Leamington Spa, we don’t charge additional mileage but our travel time will be charged for. Where mileage, is charged, it is at the Inland Revenue rates.
There is No call out fee, (except for urgent and outside working hours requests).
When we work on your system in our workshops we only charge for “hands-on” time; this means we don’t charge for time when the PC is loading a program, for example.
Charges are for labour only and do not include any parts that need supplying, fitting or replacing.

Service Provision

When ordering this service, you are agreeing to the immediate provision of the service, and you cannot cancel it under the Consumer Protection (Distance Selling) Regulations 2000. This service is not a substitute for you taking appropriate steps to maintain and safeguard your computer systems using regular backups, running up-to-date anti-virus products, and adopting other relevant security and maintenance procedures.


In providing this service we will use our best efforts to provide remote and on-site support within the timescales agreed with you. However, all dates and times are estimates and we cannot guarantee that we will meet them. If as part of this service, you are required to install any software you agree to install and keep this software. If you refuse to install this software this may mean that we have to offer a reduced level of service or withdraw the service completely.

The Service

IT Support

PC Hardware

  • Configuration
  • Repairs
  • Replacements
  • Upgrades

PC Software

Support for major business applications including:

  • Security
  • Entertainment
  • Graphics
  • Video & Photography
  • Specialist Software
  • Loading & Reloading
  • Configuration
  • Training
  • Upgrades
  • Repairs

Security

  • Firewalls
  • Anti Virus
  • Data Backups
  • Data Encryption
  • Firmware Updates

Network Management

  • Router Configuration
  • VLAN Management
  • IP Configuration
  • DNS Management
  • Domain Management
  • DMARC, DKIM & SPF Management

Advice & Help

  • IT Architecture
  • Hardware Requirements
  • Software Requirements
  • IT Projects
  • Software Development
  • Policies
  • Email
  • Internet
  • GDPR

Software Development

Services include:

  • Web Based Systems
  • Database Development
  • Database Management
  • Application Development
  • Android & Apple App Development
  • API Development
  • Bespoke Software Development

Phone Systems

Cloud Hosted Phone Systems

  • Hosting
  • Deployment
  • Configuration
  • Management
  • Support

Hosting

Web Hosting

  • Physical Server Hosting
  • AWS Hosting
  • Azure Hosting
  • Domain Hosting
  • Email Hosting

Other IT Services

  • IT Hardware Purchasing
  • Microsoft 365

Service Delivery

Support methods include:

  • Site Visits
  • Remote Support
  • Telephone Helpdesk

Your Responsibilities

Clients are responsible for:

  • Maintaining backups
  • Running antivirus protection
  • Following security best practices
  • Maintaining systems appropriately

Network can advise on backup and security procedures where required.

Timescales and Cancellations

Network will use best efforts to meet agreed timescales but cannot guarantee them.

Unless otherwise agreed, either party may cancel this agreement with 30 days written notice.

Payment

Invoices are payable within 30 days unless agreed otherwise in writing.

Payment methods:

  • Bank Transfer
  • Cheque

Goods Supplied

Goods remain the property of Network until paid for in full.

If invoices remain unpaid for more than 30 days, Network reserves the right to reclaim supplied goods.

Software and Licences

Clients are responsible for:

  • Software costs
  • Licence fees
  • VPN software
  • Remote support software licensing

Travel

Rates start from £50 per hour + VAT.

Travel time is chargeable from Wheler Road, Coventry to site and return.

If overnight stays are required, reasonable accommodation and subsistence costs are chargeable to the client.

Inflation

Network reserves the right to increase support charges annually in line with CPI inflation.

Arranging IT Services

Service Calls

Support requests can be made via:

  • Telephone: 024 7601 0100
  • Email: [email protected]
  • Dedicated support email addresses for contracted clients

Working Hours

Standard support hours:

  • Monday to Friday
  • 9am to 5:30pm
  • Excluding UK Public Holidays

Out of hours work:

  • Time and a half outside office hours
  • Double time Sundays and Bank Holidays

Service Level Agreement (SLA)

Only clients with a regular support agreement or monthly support package qualify for SLA coverage.

Ad hoc clients are not covered by SLA guarantees.

Emergency Calls

Emergency calls are defined as business critical systems being unavailable during business critical periods.

Response Targets

  • Remote diagnosis within 4 working hours
  • On site engineer within 8 working hours if required

Non Emergency Calls

Response Targets

  • Remote diagnosis within 8 working hours
  • Site visit arranged mutually between both parties

Regular Visits

Regular visits may be arranged separately within support or development contracts.

General

Access

Clients must provide access at agreed appointment times. Failure to do so may result in charges for missed appointments.

Fixing a Fault

If faults cannot be repaired on site:

  • Off site repair may be offered
  • Quotes will be provided for hardware repairs
  • Operating systems may be reinstalled where required
  • Backups restored where available

Warranty repairs are handled through the manufacturer where applicable.

Agreement

Clients agree:

  • To provide remote access where required
  • To allow approved antivirus installation
  • For system details to be stored by Network
  • To allow administration accounts where required
  • To maintain appropriate health and safety compliance

Intellectual Property Rights

Software developed for clients remains the Intellectual Property of Network unless otherwise agreed.

Software as a Service

Network retains Intellectual Property Rights for software provided as a service.

Data Protection

Network will take reasonable steps to comply with GDPR and data protection legislation.

Further information is available via Network’s Privacy Policy and GDPR documentation.

Exclusion of Consequential Loss

Network is not liable for:

  • Indirect losses
  • Consequential losses
  • Loss of profits
  • Loss of sales

Confidentiality

Both parties agree to keep confidential information private.

Enforceability

If any clause is deemed unenforceable, the remaining agreement remains valid.

Entire Agreement

This document represents the full agreement between both parties and supersedes previous agreements.

Governing Law and Jurisdiction

This agreement is governed by the laws of England.

Language

This agreement is prepared in English and English interpretations prevail.

Modification of Terms of Service

Network reserves the right to modify these Terms of Service at any time.

Customer Referral Scheme Policy for MSP

Introduction

Network values the trust and satisfaction of its clients. The referral scheme rewards existing clients for recommending Network services to other businesses.

Eligibility

All existing Network clients are eligible to participate.

Referral Process

Referrals can be submitted:

Referrals should include:

  • Company name
  • Contact details
  • IT requirements or challenges

Referral Rewards

Clients receive a £100 Amazon Voucher for successful referrals resulting in:

  • A managed IT contract of at least 12 months
  • Or at least 1 day of project work

Rewards are issued after contracts are signed and services begin.

Confidentiality

Clients must not disclose confidential or sensitive information without permission.

Compliance

Participants must comply with all applicable laws and regulations.

Modification and Termination

Network reserves the right to modify or terminate the referral scheme at any time.

Contact Information

For referral scheme enquiries:

Acknowledgment

By participating in the referral scheme, clients acknowledge and accept these terms.

Date of Last Revision: 29.04.2024