Business Subscription Agreement
The terms that apply to the Suffolk Tech Care monthly Business Support subscription.
Please read this agreement before activating your subscription.
About This Agreement
This Business Subscription Agreement applies where a business customer subscribes to the Suffolk Tech Care monthly Business Support plan.
It should be read alongside our Terms & Conditions, Privacy Policy, Cancellation & Refund Policy and any information supplied when the subscription is purchased.
This subscription is for business customers only and is not intended primarily for personal or household use.
Business Support
Business Support
£69
per month
Up to 60 minutes of eligible remote IT support during each monthly billing period.
Additional Remote Computer Support can be booked for £55 per appointment while the subscription is active. Other services remain at their normal applicable prices.
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 entity purchasing the subscription.
2. Business-Only Subscription
The Business Support subscription is intended solely for customers purchasing support for purposes relating to a trade, business, craft or profession.
If support is required primarily for personal or household use, an appropriate consumer service should be booked instead.
3. Subscription & Payment
The subscription price is £69 per month.
Subscription payments are normally collected automatically through PayPal using a recurring payment arrangement authorised by the Customer.
The first payment starts the first monthly billing period. Further payments are then due monthly while the subscription remains active.
The Customer is responsible for maintaining a valid payment arrangement through PayPal.
4. Acceptance of This Agreement
Before purchasing the subscription, the Customer will be given an opportunity to read this Business Subscription Agreement.
The Customer may be required to confirm acceptance of this agreement before continuing to the subscription payment.
Suffolk Tech Care may retain a reasonable record of that acceptance together with subscription and payment records.
5. Included Monthly Support
The Business Support subscription includes up to 60 minutes of eligible remote IT support during each monthly billing period.
Eligible support may include Windows problems, email, Microsoft 365, software, computer performance and general IT troubleshooting where the requested work falls within Suffolk Tech Care's available remote-support services.
The 60-minute allowance is a total monthly allowance for the subscribing business and is not increased according to the number of computers, users or support requests.
Suffolk Tech Care may keep reasonable records of support time used during each billing period.
6. Unused Support Time
Included support time is available only during the relevant monthly billing period.
Unused support time does not roll over, accumulate or carry forward into a later billing period.
Unused support time has no cash value and is not exchangeable for cash, another service or a refund unless Suffolk Tech Care expressly agrees otherwise.
7. Requesting Support
Subscription support is provided by appointment.
The Customer should book or request an appropriate support appointment using the booking method made available by Suffolk Tech Care.
A subscription does not provide guaranteed instant, emergency or on-demand support. Appointments remain subject to Suffolk Tech Care's working hours and available booking slots.
8. Additional Support
Once the included 60 minutes has been used during a billing period, further work is not automatically included in the monthly subscription fee.
Additional Remote Computer Support may be booked separately for £55 per appointment while the subscription remains active. Other Suffolk Tech Care services are charged at their normal applicable prices.
Any additional chargeable work will be explained or agreed before it is carried out.
9. What Is Not Included
Unless expressly agreed separately, the Business Support subscription does not include:
- unlimited support;
- guaranteed instant or same-day support;
- permanent or unattended remote access;
- continuous monitoring of business systems;
- hardware, replacement parts or physical repairs;
- software licences or third-party subscriptions;
- on-site attendance;
- specialist server, enterprise-network or infrastructure work; or
- work outside Suffolk Tech Care's normal service scope.
10. Remote Support
Subscription support is normally provided remotely.
The Customer authorises Suffolk Tech Care to obtain temporary remote access to relevant computers and systems where reasonably necessary to provide the requested support.
Remote access will normally end when the support session is complete. Permanent or unattended remote access is not included unless expressly agreed separately.
11. Customer Responsibilities
The Customer is responsible for ensuring that anyone requesting support is authorised to do so.
The Customer must also:
- provide accurate information about the problem;
- provide reasonable access to relevant systems;
- maintain appropriate software licences;
- maintain appropriate backups of important business data;
- maintain reasonable security practices; and
- tell Suffolk Tech Care about circumstances that may materially affect the requested work.
12. Backups & Business Data
The Customer remains responsible for maintaining appropriate backups of its business data and systems.
Suffolk Tech Care may recommend that a backup is created before particular work is performed.
A backup service is included only where specifically agreed as part of the requested support.
13. Passwords & Account Access
Some support tasks may require administrator access or access to relevant online accounts.
Passwords, PINs, verification codes, MFA codes and recovery codes should be entered directly by the Customer.
Suffolk Tech Care will not ask the Customer to send or disclose these credentials.
14. Malware & Security Work
Where security-related support is provided, Suffolk Tech Care will use reasonable care and skill within the agreed scope.
No computer, account or network can be guaranteed permanently free from malware, vulnerabilities or future compromise.
The Customer remains responsible for appropriate ongoing security, password, access-control and backup practices.
15. Third-Party Services
Support may involve third-party products and services including Microsoft 365, email providers, internet services, software vendors and hardware manufacturers.
Those products and services remain subject to their own terms, pricing, availability and technical limitations.
Unless expressly agreed otherwise, third-party fees are not included in the subscription price.
16. Appointment Cancellations
Individual support appointments remain subject to Suffolk Tech Care's normal appointment cancellation arrangements.
Cancelling or rearranging an individual support appointment does not cancel the Business Support subscription itself.
Further details are provided in our Cancellation & Refund Policy.
17. Failed Subscription Payments
If a subscription payment is declined, reversed, cancelled or otherwise not received when due, Suffolk Tech Care may suspend access to subscription support.
The Customer may be asked to update its PayPal payment arrangement or pay any outstanding amount.
Subscription support may remain suspended until payment has been brought up to date.
18. Cancelling the Subscription
The Customer may cancel the subscription at any time using the subscription-management options available through PayPal or by contacting Suffolk Tech Care.
Cancellation will normally stop future monthly renewals. The subscription will remain available until the end of the billing period that has already been paid for.
Unused support time remaining when the paid billing period ends does not roll over and is not refundable.
Cancellation does not affect any separate charges already agreed or any outstanding amounts owed to Suffolk Tech Care.
19. Cancellation by Suffolk Tech Care
Suffolk Tech Care may cancel or decline to continue a subscription where reasonably necessary.
This may include persistent non-payment, abusive or unlawful conduct, misuse of the service, repeated requests for work materially outside the agreed scope or circumstances that make continued provision unreasonable.
Where Suffolk Tech Care ends a prepaid subscription before the end of a billing period without fault on the Customer's part, an appropriate refund or credit may be provided for the unused portion where reasonable.
20. Changes to Price or Subscription Terms
Suffolk Tech Care may change the subscription price or included features from time to time.
Changes will not normally alter a billing period that has already been paid for.
Where a material change affects an existing subscription, Suffolk Tech Care will provide reasonable notice before the change takes effect and the Customer may cancel before the new terms apply.
21. Standard of Service
Suffolk Tech Care will provide subscription support with reasonable care and skill.
Technical problems vary and Suffolk Tech Care does not guarantee that every problem can be resolved remotely or within a particular period unless a specific commitment has been expressly agreed.
Diagnosis and troubleshooting may use included subscription time even where a complete remote fix is not ultimately possible.
22. Liability
Nothing in this agreement excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any liability that cannot lawfully be excluded or limited.
Subject to the above, Suffolk Tech Care will not be responsible for indirect or consequential loss, loss of anticipated profit, loss of business, loss of opportunity or loss caused by circumstances outside our reasonable control, except where such liability cannot lawfully be excluded.
Suffolk Tech Care is not responsible for pre-existing faults, independent third-party failures or losses caused by inaccurate information or instructions supplied by the Customer.
Nothing in this section removes Suffolk Tech Care's responsibility to provide the agreed service with reasonable care and skill.
23. Confidentiality
Each party may receive confidential information relating to the other party during the subscription.
Each party agrees to use such information only as reasonably necessary for the support arrangement and not disclose it unnecessarily to third parties.
This does not prevent disclosure where required by law or where the information is already lawfully public.
24. Data Protection
Each party must comply with applicable UK data-protection law in relation to personal data it processes.
Suffolk Tech Care acts as controller for personal data it processes for its own business administration, billing, customer management and legal obligations.
Where Suffolk Tech Care processes personal data solely on the Customer's behalf while providing technical support, the data-processing terms below apply where Suffolk Tech Care is acting as processor.
25. Entire Agreement
This Business Subscription Agreement, together with the subscription description and any written amendments expressly agreed between the parties, forms the agreement governing the subscription.
Nothing in this section limits liability for fraud or fraudulent misrepresentation.
26. Governing Law
This agreement is governed by the laws of England and Wales.
The courts of England and Wales will have jurisdiction in relation to disputes arising from this agreement, subject to any mandatory rule of law that provides otherwise.
Data Processing Terms
These provisions apply where Suffolk Tech Care processes personal data on the Customer's behalf while providing support.
A. Processing Details
Subject matter: personal data encountered or accessed while providing agreed remote IT support.
Duration: for the period reasonably necessary to provide and administer the relevant support and for any legally required retention period.
Nature and purpose: access, viewing, troubleshooting, configuration, maintenance or other technical processing reasonably necessary to provide the requested support.
Types of personal data: may include names, usernames, contact information, account information, device information, emails, files or other information present on systems being supported.
Categories of data subject: may include the Customer's employees, workers, customers, suppliers or other individuals whose personal information is held on the systems being supported.
B. Documented Instructions
Suffolk Tech Care will process personal data on behalf of the Customer only on the Customer's documented instructions, including instructions contained in the support request, booking, email or other written communication, unless UK law requires otherwise.
C. Confidentiality
Suffolk Tech Care will ensure that anyone authorised to process personal data on its behalf is subject to an appropriate duty of confidentiality.
D. Security
Suffolk Tech Care will take appropriate technical and organisational measures proportionate to the nature of the processing and the risks involved.
E. Sub-Processors
Suffolk Tech Care may use third-party service providers where reasonably necessary to provide or administer the support service.
Where a third party acts as a sub-processor in relation to Customer personal data, Suffolk Tech Care will ensure that appropriate data-protection obligations are imposed where required by law.
F. Data Subject Rights
Taking into account the nature of the processing, Suffolk Tech Care will provide reasonable assistance to the Customer where needed to respond to requests from individuals exercising applicable data-protection rights.
G. Compliance Assistance
Suffolk Tech Care will provide reasonable assistance to the Customer, taking account of the nature of the processing and information available to Suffolk Tech Care, with relevant security, breach, impact-assessment and regulatory obligations where required by applicable law.
H. Personal Data Breaches
Where Suffolk Tech Care becomes aware of a personal data breach affecting personal data processed solely on the Customer's behalf, Suffolk Tech Care will notify the Customer without undue delay where required by law.
I. End of Processing
At the end of processing, Suffolk Tech Care will, at the Customer's choice and where applicable, delete or return personal data processed solely on the Customer's behalf, unless applicable law requires the data to be retained.
This does not require deletion of information that Suffolk Tech Care independently needs to retain as controller for billing, accounting, legal or business records.
J. Information & Audits
Suffolk Tech Care will make available information reasonably necessary to demonstrate compliance with applicable processor obligations.
Where legally required, Suffolk Tech Care will allow and contribute to reasonable audits or inspections, subject to appropriate notice, confidentiality, security and proportionality requirements.
Related Legal Information
Have a Question About Business Support?
If you're unsure about any part of the subscription or this agreement, contact Suffolk Tech Care before subscribing.
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