1. Who we are

These Terms apply to services supplied by Steven Marshall, sole proprietor trading as NetGeniusIT, 4 Pippins Field, Uffculme, Devon EX15 3BS. Contact: accounts@netgeniusit.co.uk and support@netgeniusit.co.uk.

2. Acceptance and contract start

A contract begins when we accept your order, quotation, Service Order or statement of work, or when we start authorised work at your request. Each quotation, Service Order and statement of work sets out the specific service, scope, price and any limits for that work.

3. Our service standard

We will provide our services with reasonable care and skill.

4. Customer responsibilities

You must make sure that we have authorised access, the licences we need for any customer-provided software or services, and safe cooperation from your team. You are responsible for backups unless a managed backup service is expressly included in the agreed scope.

5. Charges and invoices

Monthly managed services are invoiced in advance unless we agree otherwise. Invoices are due within seven calendar days. Undisputed invoices must be paid on time.

6. Changes and emergency work

Any change to scope, and any emergency work, must be approved before we carry it out unless an agreed emergency authority already applies.

7. Managed-service term

Unless your quotation, Service Order or statement of work says otherwise, managed services have an initial minimum term of 12 months and then continue on a monthly basis. After the minimum term, either party may end the service by giving 30 days' written notice.

8. Suspension for overdue amounts

We may suspend services only for undisputed overdue amounts, after written notice, and only to the extent reasonably needed. We will not suspend where doing so would create a material safety risk.

9. Support hours and response targets

Normal support hours are Monday to Friday, 08:00 to 18:00 Europe/London, excluding English public holidays. Any response times below are targets, not guarantees: critical, 1 working hour; high, 4 working hours; normal, 1 working day; low or request, 2 working days.

10. Third-party services and hardware

If your service depends on third-party software, platforms, licences, networks, devices or hardware, those items remain subject to the third party's own terms and service levels. We are not responsible for failures outside our reasonable control or outside the agreed scope.

11. Confidentiality and security

We will keep confidential information secure and use it only for providing the services, handling billing and supporting the relationship. Please do not include passwords, secret keys, bank-card details or other sensitive payment data in tickets or email.

12. Liability

Nothing in these Terms limits or excludes liability that cannot legally be limited or excluded, or affects any consumer statutory rights. Subject to that, we are not responsible for losses that arise outside the agreed scope, from incorrect customer instructions, or from matters beyond our reasonable control.

13. Complaints

If you have a complaint, we will acknowledge it within two working days and aim to give a substantive response within ten working days.

14. Governing law

These Terms and any dispute or claim arising from them are governed by English law, and the courts of England and Wales have exclusive jurisdiction.

No Direct Debit terms or automatic collection arrangements are included on this page.