Revised: 26/11/2025 | Revision Number: 5.0

Thanet Computer Solutions Ltd (“we”, “us”, “our”) provides managed IT services, support, consultancy, and related solutions to the customer (“you”, “your”, “client”). These Terms & Conditions form the basis of all services delivered unless otherwise agreed in writing.

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1. DEFINITIONS

1.1. Managed Service Provider (MSP) – a proactive, ongoing IT management and support service delivered under a recurring fee model.

1.2. Service Agreement – the agreement outlining the services we provide, pricing, inclusions, exclusions, and support levels.

1.3. Devices – any endpoint, server, network component or cloud service under management.

1.4. Best Endeavours – work carried out outside of working hours within a more flexible timeframe.

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2. GENERAL DISCLAIMER

2.1. By engaging us, you authorise Thanet Computer Solutions Ltd to manage, support, and maintain your IT environment.

2.2. All work is carried out professionally and with due care; however, specific results, recovery outcomes, or business impact improvements cannot be guaranteed.

2.3. Timeframes provided are estimates only and may vary.

2.4. IT work carries inherent risk, including system failure, data corruption, or data loss. You are responsible for ensuring appropriate backups exist unless backup services are included in your Service Agreement.

2.5. You authorise us to install any required software, agents, monitoring tools, remote access software, or security protection necessary to deliver MSP services.

2.6. All remote support is subject to the same terms as onsite services.

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3. SCOPE OF MANAGED SERVICES

3.1. Services provided are defined in your Service Agreement and may include:

• Proactive monitoring and management

• Patching and updates

• Cybersecurity tools (AV/EDR, DNS filtering, MFA enforcement, etc.)

• Cloud services administration

• Helpdesk and user support

• Hardware lifecycle management

3.2. Services are provided on a proactive basis, but not all issues can be predicted or prevented.

3.3. Devices not under a current agreement (“uncovered devices”) are supported at ad-hoc rates.

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4. CLIENT RESPONSIBILITIES

4.1. You must ensure users follow good security practice including:

• Strong unique passwords

• MFA wherever possible

• Not disabling or removing our monitoring/security agents

• Not installing unapproved software

4.2. You must provide remote access and necessary permissions for us to deliver services.

4.3. You must notify us of:

• New users, leavers, role changes

• New hardware, cloud services or business applications

• Changes to network infrastructure

4.4. You must ensure licencing, warranties and subscriptions remain valid where not managed by us.

4.5. You are responsible for compliance with relevant laws and industry standards unless otherwise stated.

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5. LIMITATION OF LIABILITY

5.1. We will not be liable for:

• Loss of business, profit, or indirect/consequential loss

• Data loss caused by user actions, malware, hardware failure or lack of adequate backups

• Breaches caused by weak passwords, insecure behaviour, or unapproved system changes

• Issues arising from third-party suppliers or software vendors

5.2. Liability for direct damages is limited to the total value of the monthly recurring fee for the previous 3 months.

5.3. Nothing in these terms’ limits liability for fraud or anything that cannot be limited by UK law.

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6. MICROSOFT 365 & CLOUD SERVICES

6.1. Cloud services are provided under Microsoft’s terms, which take precedence.

6.2. Customers must sign the Microsoft Cloud Agreement before onboarding.

6.3. Administrative access is required for us to manage and secure your tenancy.

6.4. Email content remains private; we will only access mailboxes for troubleshooting.

6.5. Cloud services do not replace the need for backups; unless a cloud backup solution is included in your agreement, you accept responsibility for data loss due to deletion, ransomware or user error.

6.6. Microsoft does not guarantee 100% uptime.

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7. SECURITY & CYBER PROTECTION

7.1. We may deploy Webroot or equivalent enterprise cyber-security solutions.

7.2. Unless you are on a plan with us, responsibility for system protection remains with you.

7.3. If recommended security measures are declined, responsibility for resulting breaches rests entirely with you.

7.4. We may suspend services if system security poses risk to other clients or our infrastructure.

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8. REMOTE SUPPORT & ACCESS

8.1. Remote access tools are used for both attended and unattended support.

8.2. Unattended access/monitoring tools is enabled by default under our agreement; it is essential for 24/7 monitoring and emergency response.

8.3. We will not access systems unnecessarily or without legitimate operational reason.

8.4. Clients must not remove or alter remote access tools without written agreement.

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9. PRIVACY, DATA & GDPR

9.1. We operate under GDPR principles and store data securely.

9.2. Temporary data copies may be taken only where required and deleted after use.

9.3. Incidental data visibility may occur during IT work; you remain responsible for storing confidential documents securely.

9.4. Credentials stored by us are encrypted and MFA-protected.

9.5. Full details are found in our published Privacy Policy.

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10. CONFIDENTIALITY & NON-DISCLOSURE

10.1. We treat all client information confidentially.

10.2. A separate NDA can be provided if required.

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11. SERVICE DELIVERY & SUPPORT

11.1. Support is provided professionally and within agreed hours: 09:00–17:00 Monday–Friday.

11.2. Escalation to onsite support occurs when remote resolution is not feasible.

11.3. Parts and labour are warranted for 14 days unless otherwise stated.

11.4. We do not guarantee that upgrades will extend hardware lifespan.

11.5. Equipment left over 3 months may be recycled or disposed of.

11.6. Cover will always be available if one of both of us (Sam/Taylor) is unavailable.

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12. ONBOARDING & OFFBOARDING

12.1. We don’t charge onboarding fees

12.2. Offboarding requires 30 days’ notice and includes:

• Removal of agents

• Transfer of credentials (where appropriate)

• Documentation handover

• Disabling our administrative access

12.3. Final invoices must be paid before offboarding is completed.

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13. PAYMENT TERMS

13.1. Payment is due within 14 days of invoice.

13.2. Non-payment may result in suspension of services, licences and products.

13.3. Service plans are billed monthly in advance (or annually if agreed).

13.4. Ad-hoc services are billed separately in arrears on the last day of the month.

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14. HARDWARE & SOFTWARE SUPPLY

14.1. Hardware is non-returnable once ordered unless faulty upon receipt.

14.2. Warranty terms follow those of our suppliers/manufacturers.

14.3. Large hardware orders may require upfront payment.

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15. SERVICE EXCLUSIONS

Unless stated in your agreement, the following are not included:

• Project work (migrations, server builds, Wi-Fi redesign, etc.)

• Major infrastructure changes

• Bespoke development

• Recovery from ransomware or cyber-attack

• Unsupported legacy systems

• Line-of-business software support (beyond liaison with vendor)

• Data recovery services

• Hardware failure beyond basic troubleshooting

These can be quoted separately.

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16. PRICE CHANGES

16.1. Prices may change with one month’s notice by email.

16.2. Pricing may also change if:

• Device count increases/decreases

• Licensing or vendor costs increase

• Service scope expands

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17. TERMINATION OF CONTRACT

17.1. Where no fixed term applies, either party may terminate with 30 days’ written notice.

17.2. All outstanding charges must be paid before services cease.

17.3. Early termination of a fixed-term contract may incur charges.

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18. CHANGES TO TERMS & CONDITIONS

18.1. These terms may be updated.

18.2. Clients will be notified by email, and changes take effect unless challenged within 7 days.