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Terms & Conditions - IT Support

Additional Terms and Conditions – IT Support

1. General

The terms and conditions set out in this Annex relate to our IT Support Plans and services and are in addition to our Standard Terms.

All definitions used in the main body of the Standard Terms apply to this Annex.

Any reference to a "clause" is a reference to a clause in the Standard Terms. Any reference to a "paragraph" is a reference to a paragraph of this Annex.

2. The Service

(a) Provided the Customer promptly fulfils its obligations under the contract, Teknicare Ltd agrees to maintain the Equipment in accordance with the manufacturer's recommendations.

(b) Subject to paragraph 2(a), Teknicare Ltd will, during normal working hours (08:30–17:00 Monday to Friday, excluding public holidays), provide the service at the address shown in the agreement.

(c) Teknicare Ltd will also provide, during those hours, such telephone and remote-access support as may reasonably be required for the correct operation of the Equipment.

3. Customer Care

The Customer shall:

(a) Use the Equipment correctly in accordance with all instructions, use only supplies of the correct specification, and promptly and regularly carry out all operator-maintenance routines in accordance with manufacturer guidelines.

(b) Not allow any person other than Teknicare Ltd staff to adjust or maintain the Equipment, except for the maintenance routines referred to in paragraph 3(a).

(c) Notify Teknicare Ltd immediately if the Equipment requires maintenance or is operating incorrectly.

(d) Maintain the environmental conditions agreed with Teknicare Ltd upon installation of the Equipment.

(e) Notify Teknicare Ltd immediately in writing of any alteration, addition, or attachment to the Equipment.

(f) Not remove any non-portable Equipment without the prior written approval of Teknicare Ltd.

4. Exclusions

The service provided shall not include:

  • Any pre-existing faults. We will carry out a health check on the relevant Equipment and report any faults to the Customer. If required, we can repair these faults prior to commencement of the agreement at our ad-hoc rates. We reserve the right to decline to cover any Equipment we consider unsuitable or beyond economic repair.
  • Any issues caused by the use of illegal or unlicensed software, including domestic software used in a business environment.
  • Work associated with upgrading Equipment, software, or operating systems.
  • Training (except Cyber Security training where specifically included in the service package).
  • The cost of any replacement hardware or software.
  • Moving or relocating Equipment.
  • Damage caused by accident, misuse, or malicious act (including but not limited to ransomware, cyber-attacks, or any similar incident).
  • Any and all direct or indirect costs, including third-party claims, arising as a result of failure of items or loss of data covered by this contract.
  • Work required due to the Customer having misled Teknicare Ltd. Ad-hoc rates will apply to work necessitated by misinformation provided by the Customer.

5. Call Authorisation

(a) The Customer shall appoint Authorised Personnel who are properly instructed in the use and maintenance of the Equipment.

(b) If Teknicare Ltd is called to the Customer's premises without good reason, or is unable to access the Equipment for reasons beyond its reasonable control, Teknicare Ltd reserves the right to charge for the call, including travel and any out-of-pocket expenses (minimum £90.00).

6. Removal of Equipment for Repair

If maintenance cannot be carried out at the Customer's premises, Teknicare Ltd may remove the Equipment for off-site repair. If the Customer is unwilling for the Equipment (or any part of it) to be removed and Teknicare Ltd considers removal necessary, Teknicare Ltd's obligations under this agreement shall be deemed fulfilled.

7. Access

Teknicare Ltd staff shall have reasonable access to the Equipment. The Customer will, at their own expense, provide on the premises suitable space and facilities (including heat, lighting, ventilation, and electrical outlets) as Teknicare Ltd staff may reasonably require.

8. Confidentiality

Teknicare Ltd, its employees, servants, agents, and subcontractors undertake to treat as confidential all information derived from or obtained in the course of the work and to take precautions to ensure that such information is treated as confidential in accordance with the Data Protection Act 1998 and the General Data Protection Regulation 2018. Such information will not be disclosed to any third party except where required by law to an appropriate body or law-enforcement authority, or by order of a court.

9. Charges and Payments

(a) In consideration for the services provided by Teknicare Ltd, the Customer shall pay the charges specified in the agreement.

(b) All charges become due and payable within fourteen (14) days from the date of invoice. Teknicare Ltd reserves the right to charge interest on overdue amounts.

(c) All charges are exclusive of Value Added Tax (VAT).

10. Variation of Charges

Teknicare Ltd may vary the charges at any time by giving the Customer thirty (30) days' notice.

11. Additional Charges

In addition to the standard charges, the Customer will pay Teknicare Ltd's current rates for:

  • Services requested outside normal working hours; and
  • Any repairs or maintenance arising under the exclusions in paragraph 4.

12. Duration and Termination of Services

In addition to section 15 of the Standard Terms, the following termination provisions apply:

  • Cancellation or change to any product or service requires one full calendar month's notice. (Example: notice given on 25th of a month results in termination on the last day of the following month.)
  • Upon cessation of any product or service (whether before or after the Minimum Contract Period), the Customer will be liable for any charges that Teknicare Ltd incurs from its suppliers ("Additional Termination Charges"). These charges equate to one full additional month following termination.
  • Separate cancellation fees apply to Microsoft Licences. Please refer to our "Additional T&Cs – Microsoft Licences".