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These Terms and Conditions apply to all managed IT services, software support and network support provided by Expert IT Ltd (“Expert IT”, “we”, “our” or “us”). By purchasing or using our services, you agree to these Terms.
1. About this Agreement
This agreement is between:
Expert IT Ltd, Company Registration Number: 3997841. Registered Office: Suite E, Hollies House, 230 High Street, Potters Bar, Hertfordshire, EN6 5BL
and the organisation or individual purchasing our services (“Customer”, “you” or “your”).
These Terms apply unless replaced or varied by a separate written agreement signed by both parties.
2. Your Support Agreement
Your support agreement begins on the agreed commencement date and continues until it is cancelled in accordance with these Terms.
Unless otherwise agreed in writing, support agreements renew automatically each year. Your renewal date will be shown on your support invoice.
Either party may terminate the agreement. You must give no less than 90 days’ written notice before the renewal date.
3. Support Services
Provided your account is up to date, Expert IT will provide technical support during our normal business hours: Monday to Friday, 9:00am – 5:00pm (excluding public holidays).
Support may be provided by telephone, email, remote access or, where necessary, by an on-site engineer.
Where practical, we will always attempt to resolve issues remotely before arranging an on-site visit.
Support outside normal business hours may be available by prior agreement and is normally charged at enhanced rates.
Support requests are handled in accordance with your agreed Service Level Agreement (SLA).
4. Services Included
Your support agreement typically covers faults affecting supported systems that were previously operating correctly.
This includes, where applicable:
- Technical advice and troubleshooting
- Software fault diagnosis
- Network connectivity issues
- Server faults
- Email issues
- Backup failures
- Printing problems
- Remote access issues
- Internet connectivity (including liaison with your Internet Service Provider)
- Security software faults
- Assistance restoring supported software following corruption or failure
- Software updates and maintenance where included by the software vendor
Where third-party software vendors charge separately for upgrades, new releases or licence changes, those costs will be payable by the Customer.
5. Services Not Included
Unless specifically included within your agreement, the following services are chargeable:
- Installation of new hardware
- Installation of new software
- Server or network redesign
- Infrastructure upgrades
- Office relocations
- Consultancy (in excess of that provided as part of our ‘IT Consultancy‘ services
- Project work
- User training
- New employee or customer setup
- Third-party software support
- Escalation of ISP issues beyond initial diagnosis
- Recovery of systems affected by customer misuse
- Elimination of spam or unsolicited email
Where work falls outside your support agreement, we will normally provide a quotation before proceeding.
6. Customer Responsibilities
To help us deliver an effective service, you agree to:
- Keep your support agreement and invoices up to date.
- Nominate an appropriate contact within your organisation.
- Provide reasonable remote access where required.
- Maintain suitable backups of your data unless backup services are included within your agreement.
- Follow reasonable technical advice provided by Expert IT.
- Notify us promptly of any faults affecting supported systems.
Where additional work is required because suitable information or access has not been provided, additional charges may apply.
7. Software Licensing
Unless stated otherwise, all software, documentation and other intellectual property supplied by Expert IT remains the property of Expert IT or the relevant software publisher.
You are granted the right to use licensed software in accordance with the applicable licence terms.
You must promptly notify us if you become aware of any unauthorised use, copying or distribution of licensed software supplied by us.
Some products supplied by Expert IT are governed by the licence terms of third-party software vendors. Where those terms conflict with these Terms, the software vendor’s licence will take precedence.
8. Hardware Support
Hardware maintenance is not included unless specifically stated within your agreement.
Where equipment remains under manufacturer warranty, Expert IT will assist with warranty claims and liaise with the manufacturer where appropriate.
In the event of hardware failure, we will assist with recovery of supported systems where suitable backups exist. Recovery work may be chargeable depending upon your agreement.
9. Cyber Security
Cyber security is a shared responsibility between Expert IT and our customers.
We will provide professional advice, recommendations and services designed to reduce cyber risk. However, no IT provider can guarantee complete protection against cyber attacks.
You remain responsible for ensuring your organisation follows good security practices, including:
- Verifying changes to supplier bank details independently.
- Exercising caution when responding to unexpected emails, links or attachments.
- Protecting passwords and enabling multi-factor authentication where available.
- Training staff to recognise phishing and other cyber threats.
- Maintaining appropriate security policies and procedures.
Expert IT cannot accept liability for losses resulting from fraudulent payments, phishing attacks, ransomware, social engineering or other cybercrime where such losses arise from actions outside our reasonable control.
We strongly recommend regular staff cyber awareness training and, where appropriate, certification under the UK Government’s Cyber Essentials scheme.
10. Charges and Payment
Support charges become payable at the start of each billing period.
Invoices must be paid in accordance with the payment terms stated on the invoice.
We reserve the right to suspend support services where invoices remain overdue.
Additional work outside the scope of your agreement, including consultancy, project work, out-of-hours support and chargeable on-site visits, will be invoiced separately.
11. Service Limitations
While Expert IT will use reasonable skill and care in providing support, we cannot be responsible for delays or failures caused by circumstances beyond our reasonable control.
These may include:
- Failures of third-party software vendors
- Internet service provider outages
- Cloud service disruptions
- Manufacturer delays
- Utility failures
- Events outside our reasonable control
12. Limitation of Liability
To the fullest extent permitted by law, Expert IT shall not be liable for indirect or consequential loss, including loss of profits, business interruption, loss of revenue, loss of data or loss of goodwill arising from the provision of our services.
Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud or any liability which cannot legally be excluded under English law.
13. General Terms
We may update these Terms from time to time. The latest version will apply from the date it is published or otherwise notified to you.
Neither party may assign this agreement without the other’s consent, except that Expert IT may assign or subcontract its obligations where appropriate.
If any provision of these Terms is found to be unenforceable, the remaining provisions shall continue in full force and effect.
These Terms, together with any quotation, proposal, SLA or signed agreement, constitute the entire agreement between Expert IT and the Customer.
14. Governing Law
These Terms are governed by the laws of England and Wales.
Any dispute arising from this agreement shall be subject to the exclusive jurisdiction of the courts of England and Wales.
15. Contact Details
Expert IT Ltd, Suite E, Hollies House, 230 High Street, Potters Bar, Hertfordshire, EN6 5BL. Company Registration Number: 3997841
For enquiries regarding these Terms or your support agreement, please contact Expert IT using your usual account contact details.