Call: +44 1986 807342   Email: [email protected]
Remote Support

Responsive IT – General Terms

Effective Date: November 2025 24th November 2025
Last Updated: 24th November 2025

These Terms of Business (“Terms”) apply to all IT support, managed services, consultancy, cybersecurity, telecoms, cloud services and related services (“Services”) supplied by Responsive IT Station Yard Blyth Road Southwold Suffolk IP18 6FH (“we”, “us”, “our”) to business customers (“Client”, “you”, “your”).

By accessing our Services, agreeing to a quotation, proposal, Service Schedule or using our website, you agree to be bound by these Terms.

1. Definitions

  • Agreement means these Terms together with any Order Form, Service Schedule or written proposal accepted by the Client.
  • Service Schedule means the document detailing the Services, pricing, scope and term.
  • Order Form means an accepted quotation, contract or proposal referencing these Terms.
  • Deliverables means any reports, configurations, documentation or work product supplied by Responsive IT.
  • Data Protection Legislation means the UK GDPR and Data Protection Act 2018.
  • Business Day means Monday to Friday excluding UK bank holidays.
  • Confidential Information means all non-public business, technical or financial information disclosed by one party to the other.

2. Scope of Services

We will provide the Services described in the applicable Service Schedule using reasonable skill and care and in accordance with industry standards. Services may be delivered remotely or onsite in the East Suffolk region or as otherwise agreed. Any work not explicitly listed is out of scope. We may use subcontractors but remain responsible for their performance.

3. Term and Renewal

The Agreement begins on the Effective Date and renews annually unless cancelled with 30 days’ written notice prior to renewal.

4. Fees and Payment

  • Fees are set out in your Service Schedule or quotation and exclude VAT.
  • Invoices are due within 30 days.
  • Late payments may result in suspension of services, interest charges, or recovery costs.
  • Third-party price increases (Microsoft, telecoms, security vendors etc.) may be passed on with 30 days’ notice.

5. Client Responsibilities

  • You must provide correct information, access, approvals and cooperation.
  • You must ensure licensing compliance for all software not supplied by us.
  • You must maintain security best practices, including strong passwords, MFA, and antivirus.
  • You are responsible for your staff's use of systems.

6. Backup and Data Responsibility

Unless your Service Schedule includes backup services, Responsive IT is not responsible for data backup or recovery. Even where backup services are provided, no solution guarantees full recovery. We are not liable for data loss due to malware, hardware failure, third-party issues, or the Client declining recommended backup solutions.

7. Cybersecurity Responsibilities and Limitations

No system can be guaranteed fully secure. We are not liable for breaches caused by outdated systems, poor password practices, client negligence, unauthorised changes, or third-party software vulnerabilities.

8. Remote Monitoring & Automation

The Client consents to the installation of monitoring tools, antivirus, automation scripts, and remote access agents. Tampering with these tools invalidates support and may incur charges.

9. Software Licensing & Third-Party Services

The Client must comply with software licensing. Responsive IT is not liable for third-party service outages, software defects, or price changes.

10. Hardware Procurement & Warranty

All hardware supplied is covered solely by the manufacturer’s warranty. Delivery times are estimates. We are not responsible for manufacturer defects or supply delays.

11. Legacy & Unsupported Systems

Support for outdated or unsupported systems is provided on a “best endeavours” basis only, with no guarantee of security or performance.

12. Service Hours & Response Times

  • Standard hours: Monday–Friday, 9:00am–5:00pm.
  • After-hours work may incur additional fees.
  • Response times are targets unless a formal SLA applies.

13. Acceptable Use Requirements

The Client must ensure systems are used responsibly, securely, and in compliance with law and internal IT policies. We are not responsible for misuse or unauthorised changes.

14. Change Control

Any work not included in your Service Schedule is out of scope and requires approval of a quotation or Change Request. Urgent verbal requests are billable.

15. Suspension for Non-Payment

We may suspend services for unpaid invoices. Services remain billable during suspension. Reconnection fees may apply.

16. Early Termination Fees

If the Client cancels within the Initial Term, all remaining Fees become immediately due.

17. Fair Use Policy

Unlimited support plans are subject to fair usage. Excessive or unreasonable use may result in additional charges or plan changes.

18. Third-Party Provider Limitations

Responsive IT is not liable for outages caused by internet providers, cloud vendors, telecom suppliers, hosting companies, or other external third parties.

19. Intellectual Property

We retain ownership of all tools, documentation, scripts and configurations created during service delivery. You receive a licence for internal business use only.

20. Data Protection

Both parties shall comply with the UK GDPR. If we process personal data on your behalf, a Data Processing Agreement shall apply.

21. Confidentiality

All confidential information must be kept confidential for 5 years after termination (or indefinitely for trade secrets).

22. Limitation of Liability

  • Nothing limits liability for death, personal injury, or fraud.
  • Our total liability in any 12-month period is limited to the total Fees paid in that period.
  • We are not liable for loss of profit, business interruption, data loss, cyber incidents outside our control, or third-party failures.

23. Force Majeure

Neither party is liable for delays caused by events outside reasonable control.

24. Assignment

We may assign or subcontract our obligations. The Client may not assign without our consent.

25. Variations

We may update these Terms with 30 days’ notice. Continued use of Services constitutes acceptance.

26. Notices

Notices must be sent to:
Responsive IT – [email protected]
Station Yard Blyth Road Southwold Suffolk IP18 6FH

27. Data Retention & Offboarding

We retain configuration data for 90 days after termination and then securely delete it. Offboarding work is chargeable. We are not required to release documentation until all outstanding invoices are paid.

28. Entire Agreement

This Agreement supersedes all prior agreements or representations.

29. Governing Law

These Terms are governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction.

End of Terms