Effective date: 9 October 2026. These standard terms do not replace a signed quotation, statement of work or service agreement.
1. Order of documents
A signed service agreement, accepted quotation or statement of work takes priority over these standard terms where the documents conflict. The agreed documents together define the service relationship.
2. Scope and changes
We will provide the services, deliverables and support expressly listed in the agreed scope. Either party may request a change, but changes to scope, assumptions, timing or fees must be recorded and accepted in writing.
3. Customer responsibilities
- Provide timely access to authorised contacts, systems, sites, information and credentials needed for delivery.
- Maintain lawful licences and authority for systems, content and data supplied to us.
- Identify material security, regulatory, safety or operational requirements before work begins.
- Maintain appropriate business continuity arrangements unless backup or continuity services are expressly included.
- Ensure users follow the Acceptable Use Policy.
4. Security and access
We apply reasonable technical and organisational safeguards appropriate to the agreed service. Access should follow least-privilege principles, use named accounts where practical and be removed when no longer required. No connected service can be guaranteed completely secure or uninterrupted.
5. Support and service levels
Support hours, response targets, escalation paths and exclusions apply only where recorded in the relevant service agreement. A response target is not necessarily a resolution time. Planned maintenance and third-party outages may affect availability.
6. Fees, expenses and payment
Fees, taxes, deposits, recurring charges, approved expenses and payment dates are set out in the accepted commercial document. Overdue amounts may result in lawful suspension after reasonable notice, subject to applicable consumer and contract law.
7. Third-party products
Hardware, connectivity, hosting, cloud platforms, software licences and other third-party services remain subject to supplier availability, warranties and licence terms. We will identify material third-party dependencies where reasonably practicable.
8. Data, backups and handover
The customer retains ownership of its data. Each party must protect confidential information and personal information in its control. On termination and payment of amounts lawfully due, we will provide a reasonable handover of customer-controlled credentials and agreed deliverables. Data retention or deletion will follow the agreement, lawful instructions and applicable law.
9. Warranties and remediation
We will perform services with reasonable care, skill and in accordance with the agreed scope. Where applicable law provides a right to timely and quality service, including section 54 of the Consumer Protection Act, those rights are not excluded.
10. Liability and force majeure
Any negotiated liability limits will appear in the service agreement and will apply only to the extent permitted by law. Neither party is responsible for delay caused by circumstances beyond its reasonable control, provided it communicates the impact and takes reasonable steps to mitigate it.
11. Suspension and termination
Suspension or termination rights, notice periods, cure periods and transition obligations must be stated in the applicable agreement. Immediate protective action may be taken where continued access creates a serious security, legal or operational risk.
12. Good-practice review
Services and controls should be reviewed periodically as business requirements, risks and technology change. Recommendations do not expand the contracted scope until accepted in writing.
