Business Service Agreement

1. The Parties

Suffolk Tech Care is the trading name of Andy Wilce, a sole trader.

Business and contact address:
Suffolk Tech Care
97 Dereham Avenue
Ipswich
Suffolk
IP3 0QF

Email: hello@suffolktechcare.co.uk

In this agreement, "Customer" means the business, organisation, sole trader or other commercial customer purchasing the service from Suffolk Tech Care.

2. Scope of the Service

Suffolk Tech Care will provide the remote computer support service booked or otherwise agreed with the Customer.

Services may include troubleshooting, Windows support, software problems, email assistance, malware removal, computer setup, performance issues and other agreed computer-support work.

The service applies to supported Windows PCs and laptops and is limited to the scope of the service booked or other work expressly agreed within Suffolk Tech Care's available remote-support services.

3. Remote Support

Suffolk Tech Care provides its support remotely.

The Customer agrees that temporary remote access may be required to diagnose and resolve the reported problem.

Remote access will be used only for the agreed support and activities reasonably necessary to provide that support.

4. Authority to Request Support

The person requesting support confirms that they have authority to instruct Suffolk Tech Care on behalf of the Customer.

The Customer also confirms that it owns, controls or has appropriate authority over any computer, account, software, network or system to which it asks Suffolk Tech Care to obtain access.

Suffolk Tech Care may refuse or stop work where there are reasonable grounds to doubt that appropriate authority has been provided.

5. Customer Responsibilities

The Customer agrees to:

• provide accurate information about the reported problem;
• provide reasonable and timely access to relevant systems;
• ensure appropriate personnel are available where required;
• provide information reasonably required to perform the work;
• maintain appropriate licences for software and services;
• maintain appropriate backups of important business data;
• notify Suffolk Tech Care of circumstances that may materially affect the work.

6. Backups & Business Data

The Customer is responsible for maintaining suitable backups of its important files, business information and systems.

Computer troubleshooting can involve changes to software, settings, files or operating systems and may expose existing hardware, software or data problems.

Where Suffolk Tech Care becomes aware that important information is not adequately backed up, we may recommend that an appropriate backup is made before potentially disruptive work continues.

Any backup service specifically provided by Suffolk Tech Care must be expressly agreed as part of the work.

7. Data Protection & Confidentiality

During support, Suffolk Tech Care may encounter confidential business information or personal data stored on the Customer's systems.

Suffolk Tech Care will not intentionally access information unrelated to the agreed support and will take reasonable steps to protect confidential information encountered while providing the service.

Personal information that Suffolk Tech Care processes for its own business purposes is handled in accordance with our Privacy Policy.

8. Personal Data Processed on the Customer's Behalf

Some support work may involve Suffolk Tech Care accessing personal data for which the Customer is responsible under data protection law.

Where Suffolk Tech Care processes such personal data solely on the Customer's documented instructions in order to provide the support service, additional data-processing obligations may apply.

Where required, appropriate data-processing terms may be agreed between Suffolk Tech Care and the Customer.

9. Administrator & Account Access

Some support tasks may require administrator-level access to Windows, Microsoft services, email accounts, software or other systems.

The Customer authorises Suffolk Tech Care to access relevant systems for the agreed service. Where a meaningful change to a computer, software, settings or data is required, Suffolk Tech Care will explain the proposed change and obtain appropriate permission before proceeding where reasonably practicable.

Passwords, PINs, verification codes, MFA codes and recovery codes must be entered directly by the Customer. Suffolk Tech Care will not ask the Customer to send or disclose these credentials.

The Customer remains responsible for deciding which employees or representatives are authorised to provide such access.

10. Malware & Security Work

Where malware removal or security-related work is requested, Suffolk Tech Care will use reasonable care and skill to identify and address problems reasonably detectable within the agreed scope of work.

No computer, network or online account can be guaranteed to remain permanently secure or free from malware, vulnerabilities or future compromise.

The Customer remains responsible for implementing appropriate ongoing security, backup, password and access-control practices for its business.

11. Third-Party Products & Services

Support may involve products or services supplied by third parties, including Microsoft, internet providers, email providers, software vendors and hardware manufacturers.

Those products and services remain subject to the relevant third party's terms, availability and technical limitations.

Unless expressly agreed otherwise, Suffolk Tech Care is not the supplier of those third-party products or services.

12. Price, Booking & Payment

The Customer will pay the price displayed for the booked service or the price otherwise agreed before chargeable work begins.

Online payments for booked services are normally processed through PayPal. Other payment or invoicing arrangements may be agreed by Suffolk Tech Care where appropriate.

Where a service is booked online, the Customer may be asked to confirm during the booking process that they have read and agree to this Business Service Agreement. That booking response may be retained as a record of acceptance.

Where additional work is required outside the agreed scope, Suffolk Tech Care will normally explain the additional work and any additional charge before proceeding.

Any applicable VAT will be dealt with in accordance with Suffolk Tech Care's VAT status and applicable law.

13. Appointments, Cancellations & No-Shows

Our standard appointment policy allows cancellation or rescheduling without our standard late-cancellation charge where at least 24 hours' notice is provided.

Where less than 24 hours' notice is provided, or the Customer is unavailable for the booked appointment, Suffolk Tech Care may charge or retain a reasonable amount reflecting the circumstances and any loss reasonably caused.

Further details are contained in our Cancellation & Refund Policy.

14. Business Customers & Consumer Cancellation Rights

This agreement is intended for services purchased for business purposes.

Statutory consumer cancellation rights, including the consumer 14-day cancellation regime applicable to certain distance contracts, do not generally apply where a service is purchased wholly or mainly for purposes relating to a trade, business, craft or profession.

If an individual is purchasing a service wholly or mainly for personal rather than business purposes, our Consumer Service Agreement should be used instead.

15. Standard of Service

Suffolk Tech Care will perform the agreed service with reasonable care and skill.

Computer faults and technical environments vary, and Suffolk Tech Care does not guarantee that every fault can be resolved remotely or within a particular period unless a specific commitment has been expressly agreed.

If we determine that a problem cannot reasonably be resolved remotely, we will explain this and may recommend an appropriate next step.

16. Service Outcomes

The Customer acknowledges that diagnosis and troubleshooting do not always result in a complete repair.

A charge may therefore still be payable where Suffolk Tech Care has properly performed the booked diagnostic or support service even if the underlying problem cannot ultimately be resolved remotely.

This does not affect any remedy available where Suffolk Tech Care has failed to provide the agreed service with reasonable care and skill.

17. Liability

Nothing in this agreement excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded or limited.

Subject to the above, Suffolk Tech Care will not be responsible for indirect or consequential losses, loss of anticipated profits, loss of business, loss of opportunity or loss arising from circumstances outside our reasonable control, except where such liability cannot lawfully be excluded.

Suffolk Tech Care will not be responsible for pre-existing faults, failures of third-party services, or losses caused by inaccurate information or instructions supplied by the Customer.

Any further limitation of liability specifically agreed for a particular service will be stated in writing and will apply only to the extent permitted by law.

18. Stopping or Suspending Work

Suffolk Tech Care may stop or suspend work where it would be unlawful, unsafe or unreasonable to continue, where required access or cooperation is not provided, or where the requested work falls outside the agreed scope.

The Customer may also ask Suffolk Tech Care to stop work. Charges may remain payable for work properly performed up to that point.

19. Events Outside Our Reasonable Control

Suffolk Tech Care will not be responsible for delay or failure caused by events outside our reasonable control.

This may include significant internet or communications failures, widespread third-party service outages or other circumstances that prevent remote support from reasonably being provided.

20. Business Subscriptions

This agreement does not govern Suffolk Tech Care's recurring business support subscriptions.

Customers purchasing a recurring support plan are subject to the separate Business Subscription Agreement, including its provisions concerning included support, payment, renewal and cancellation.

21. Entire Agreement

This Business Service Agreement, together with any service description, quotation and other terms expressly incorporated into it, records the agreement relating to the relevant support service.

Nothing in this section limits liability for fraud or fraudulent misrepresentation.