Terms & Conditions
Please note that new terms and conditions may be issued "per job", depending on the nature of ad-hoc work prior to job acceptable and that terms and conditions specific to your service plan will be issued and agreed upon when new service plans are being negotiated.
Terms of Service - Sussex IT Services (Service Plan Customers)
1. Introduction
These Terms of Service ("Terms") govern the provision of IT support services ("Services") by Sussex IT Services ("we," "us," or "our") to you, the client ("you" or "your"). By engaging our services, you agree to be bound by these Terms.
2. Services Provided
We offer a range of IT support services including but not limited to: on-site and remote technical support, hardware/software maintenance, network setup, data recovery, and cybersecurity. Services will be outlined in a separate agreement or plan when onboarded on service plans.
3. Client Responsibilities
You agree to provide access, accurate information, and valid software licenses. You must also notify us of changes affecting services.
4. Fees and Payment
Fees are detailed in a separate agreement. Payment is due within 30 days unless agreed otherwise. Late payments may incur interest.
5. Confidentiality
Both parties agree to maintain confidentiality for all sensitive or proprietary information shared.
6. Limitation of Liability
We will perform Services with reasonable care. Liability is limited to fees paid for the Services. We are not liable for indirect or consequential losses.
7. Termination
Either party may terminate with 30 days' notice. All services up to the date must be paid.
8. Data Protection
We comply with UK GDPR. Refer to our Privacy Policy for details.
9. Governing Law
These Terms are governed by the laws of England and Wales.
10. Zero Tolerance Policy for Abuse
We reserve the right, at our sole discretion, to suspend or terminate services without refund if any client engages in abuse, threats, or harassment of our staff.
11. Fair Usage Policy
Fair usage limits apply to services such as unlimited support. We reserve the right to define and enforce fair use. We may limit, restrict, or require plan upgrades if use is excessive.
12. Scope of Service Plans
Unless explicitly stated, service plans cover maintenance and fault resolution only. Changes, upgrades, and project work are not included unless specified otherwise in your service agreement with us. We do not provide updates to client documentation or wikis unless agreed. Project work is outside plan scope.
13. Per-User and Per-PC Licensing
Plans priced per user or per device are non-transferable. Usage cannot be pooled or shared across users/devices. New users/devices require additional licensing.
Terms of Service – Sussex IT Services (Ad-Hoc Work)
1. Introduction
These Terms of Service (“Terms”) govern the provision of ad-hoc IT support services (“Services”) by Sussex IT Services (“we,” “us,” or “our”) to you, the client (“you” or “your”). By requesting and accepting our services on an ad-hoc basis, you agree to be bound by these Terms.
2. Services Provided
We offer a range of IT support services, including but not limited to: on-site and remote technical support, hardware/software troubleshooting, maintenance, upgrades, installations, network setup, data recovery, and cybersecurity. Services are delivered on a per-request basis and are not governed by any ongoing plan.
3. Client Responsibilities
You agree to provide necessary access, accurate and timely information, and valid software licenses where applicable. You must also notify us promptly of any circumstances affecting our ability to deliver services.
4. Fees and Payment
Fees for ad-hoc services will be communicated at the time of booking or before work begins. Payment is due upon completion of work unless otherwise agreed in writing. We reserve the right to require upfront payment or deposits for certain jobs. Late payments may incur interest.
5. Confidentiality
Both parties agree to maintain confidentiality regarding all sensitive or proprietary information shared in the course of delivering services.
6. Limitation of Liability
We will provide services with reasonable skill and care. Our liability is limited to the total amount paid for the specific services rendered. We are not liable for indirect, incidental, or consequential damages.
7. Cancellations and Rescheduling
We require at least 24 hours’ notice for cancellations or rescheduling. Missed appointments or cancellations with less than 24 hours’ notice may incur a call-out fee.
8. Data Protection
We comply with all applicable data protection laws including UK GDPR. Please refer to our Privacy Policy for further information.
9. Governing Law
These Terms are governed by and interpreted under the laws of England and Wales.
10. Zero Tolerance Policy for Abuse
We maintain a zero-tolerance policy for abuse. If any client engages in threatening, abusive, or harassing behaviour toward our staff, we reserve the right to suspend or permanently cease providing services without notice or refund.
11. Scope of Ad-Hoc Work
Ad-hoc services are delivered on a per-task basis and may include changes, upgrades, repairs, and other interventions as required. Unlike service plans, there is no guaranteed response time or ongoing service commitment unless otherwise stated.