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Local IT Support Terms & Conditions

HOME > LOCAL IT SUPPORT TERMS & CONDITIONS

1. Definitions

  • Company: Pro Cloud Solutions Ltd, Collar Factory, 112 St Augustine Street, Taunton, Somerset, TA1 1QN.

  • Customer: The organisation or individual entering into this Agreement with the Company.

  • Services: IT support and related services as detailed in the signed Order Form.

 

2. Term & Termination

  • This Agreement is on a rolling monthly basis.

  • Either party may terminate by giving 30 days’ written notice.

  • No exit fees apply, except for any unpaid charges.

 

3. Services Provided

  • The Company will provide IT support in line with the package chosen in the Order Form (e.g. Silver, Gold, Platinum).

  • Business Hours: Monday to Friday, 8:00–18:00 (UK time), excluding UK public holidays.

  • How to request support: All support requests must be logged via the Company’s ticketing system at https://support.procloudsolutions.co.uk. For Priority 1/Critical incidents, a follow‑up phone call is recommended after logging the ticket.

  • Remote support is included during Business Hours. Onsite support is chargeable at the hourly rates set out in Section 4.

  • Services do not include support for applications or hardware outside the scope of the agreed package unless otherwise agreed.

  • Microsoft 365 licensing, operating system patching, and software updates are provided and maintained by the Company via its managed services platform.

 

4. Charges & Payment

  • Monthly fees are set out in the Order Form.

  • Standard onsite support rate: £95/hour (Mon–Fri, 9am–5pm).

  • Out-of-hours onsite support rate: £145/hour.

  • Project work is quoted separately.

  • Payment is by Direct Debit, within 14 days of invoice.

 

5. Backups & Data Protection

  • The Company provides managed backup services for Microsoft 365 data, including Exchange Online, SharePoint, OneDrive, and Teams.

  • Backups are performed at least hourly and stored indefinitely using the Company’s chosen backup platforms.

  • The Company uses monitoring and reporting to identify and remediate failed backups.

  • The Customer is responsible for periodically requesting test restores to validate backup integrity.

  • While the Company endeavours to ensure backups complete successfully, it does not accept liability if a backup fails and data is lost.

 

6. Tenant Administration & Security

  • The Company will act as administrator of the Customer’s Microsoft 365 tenant.

  • The Company will apply security best practices in line with the licences available to the Customer.

  • While the Company endeavours to maintain secure configurations, it accepts no liability for security breaches, hacking incidents, or unauthorised access beyond its reasonable control.

 

7. Customer Responsibilities

  • Provide the Company with the necessary access to systems and devices to deliver Services.

  • Notify the Company promptly of any issues requiring support.

  • Ensure that devices are used responsibly and in line with agreed security practices.

 

8. Service Level Agreement (SLA)

  • Business Hours: Monday to Friday, 8:00–18:00 (UK time), excluding UK public holidays.

  • Ticketing: SLA response times apply to tickets logged via https://support.procloudsolutions.co.uk. The response clock starts when the ticket is received by the system.

  • Critical Issue (system down, all users affected): Response within 1 hour (Business Hours), best endeavours to resolve ASAP.

  • High Priority (multiple users affected, business impact): Response within 2 hours (Business Hours), best endeavours to resolve within 1 business day.

  • Medium Priority (single user affected, work limited but business continues): Response within 4 hours (Business Hours), best endeavours to resolve within 2 business days.

  • Low Priority (general request, advice, non-urgent issue): Response within 1 business day, resolution as scheduled.

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SLA Forfeits:
If the Company fails to meet the response times above on more than two occasions within a calendar quarter (excluding delays outside its control, e.g. customer unavailability, prerequisite approvals, third‑party outages), the Customer may request a service credit equal to 5% of that month’s support fee per breach, capped at 25% of the monthly fee. Service credits will be applied to the next invoice.

 

9. Liability

  • The Company is not responsible for Microsoft’s infrastructure, outages, or data loss within Microsoft 365 or other third-party services.

  • The Company’s liability is limited to the fees paid by the Customer in the 12 months preceding a claim.

  • The Company accepts no liability for indirect or consequential loss.

  • Nothing limits liability for death or personal injury caused by negligence.

 

10. Variations

  • Rates and fees may be reviewed annually.

  • Any changes will be communicated with at least 30 days’ notice.

 

11. Governing Law

  • This Agreement is governed by the laws of England and Wales.

  • Both parties submit to the exclusive jurisdiction of the English courts.

 

Acknowledgement
By signing the Order Form, the Customer acknowledges they have read and understood these Terms & Conditions and agree to be bound by them.

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