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Terms and Conditions

Ask IT Solutions Ltd – Terms and Conditions – Updated September 2025

These Terms and Conditions are the standard terms that apply to all Quotations entered into with us, Ask IT Solutions Ltd, a company registered in England under number 10131663, whose registered office address is 32 Church Street, Willingham, Cambridge, Cambridgeshire, England, CB24 5HT (“the Company”).

1. Definitions and Interpretation


1.1 In this Contract, unless the context otherwise requires, the following expressions have the following meanings:
“Client” means the individual, firm or business detailed in our Quotation to which the Services are to be supplied. Where any individual enters into the Contract on behalf of a business, that person confirms they have the authority to contractually bind and enter into the Contract on behalf of that business and the business shall be the Client in the context of this Contract;
“Equipment” means the computer hardware, devices and software which are to be maintained and supported as part of the Services;
“Services” means the IT Support Services, Installation Services, Broadband & Telecoms services to be provided by us to you as set out in our Quotation;
“Software” means any third party software provided by us to you;
“Site” means the location at which the Services are to be provided; and
“Quotation” means the legally binding agreement formed upon acceptance as detailed in clause 2 for our provision of the Services, which shall incorporate and be subject to these terms and conditions. Any prices specified in the Quotation remain open for acceptance for a period of 14 days unless otherwise specified.
1.2 Unless the context otherwise requires, each reference in this Contract to:
1.2.1 “we”, “us” and “our” is a reference to the Company and includes our employees, subcontractors and agents;
1.2.2 “you” and “your” is a reference to the Client and includes your employees, subcontractors and agents;
1.2.3 “writing” and “written” includes emails and similar communications;
1.2.4 a statute or a provision of a statute is a reference to that statute or provision as may be amended or re-enacted at the relevant time;
1.2.5 “this Contract” is a reference to this Contract and each of the Schedules as amended or supplemented at the relevant time;
1.2.6 a Schedule is a schedule to this Contract;
1.2.7 a clause or paragraph is a reference to a clause of this Contract (other than the Schedules) or a paragraph of the relevant Schedule; and
1.2.8 a “Party” or the “Parties” refer to the parties to this Contract.
1.3 The headings used in this Contract are for convenience only and shall have no effect upon its interpretation.
1.4 Words imparting the singular number shall include the plural and vice versa. References to persons shall include corporations.

2. The Contract


2.1 We will issue a written Quotation, setting out the Services to be provided and our estimated fees. A legally binding Contract will be formed as soon as you accept our Quotation, electronically or otherwise. The Contract will include the acceptance of these Terms & Conditions, which will apply between you and us.
2.2 Our fees are based on the information provided to us at the time of preparing our Quotation. If any errors, changes or discrepancies become evident which affect the Services to be provided, we reserve the right to adjust our fees and will notify you in advance.
The Services shall either be on an ad-hoc or retained basis in accordance with clause 9.1.
2.3 No terms or conditions stipulated or referred to by you in any form whatsoever shall in any respect vary or add to these terms and conditions unless otherwise agreed by us in writing.
2.4 You are responsible for the accuracy of any information submitted to us and for ensuring that the Contract reflects your requirements. Our Quotation is based on the information provided to us at the time of its preparation. Should any errors or discrepancies become evident which affect our order value, we reserve the right to make adjustments to it.
2.5 Our Quotation shall constitute our entire scope of works but shall be subject to amendment as detailed below.

3. Support Services


3.1 Support Services will commence on the Start Date specified, and will be subject to our availability. A report will also be completed by us on a monthly basis, detailing what has been completed and the hours used by us in providing the Services to you. Should you require a more detailed report, please contact us to request this.
3.2 All Services will be carried out during our normal business hours of 8am – 5pm, Monday to Friday excluding bank holidays in England, unless otherwise stated in the Quotation. Any works required outside of our normal business hours shall incur additional costs.
3.3 Both Parties will be required to appoint a primary contact in relation to the Services and will endeavour to ensure continuity but shall have the right to replace any such primary contact as required.
3.4 We will make all reasonable efforts to respond to support requests within any service level response times specified in the service level agreement but time will not be of the essence in the performance of these obligations. The initial response to such a request will be by an engineer who will investigate the problem by telephone, email or remotely.
3.5 Requests which cannot be resolved by telephone, email or remotely may require further investigative work. The request may be escalated and an engineer may visit the relevant Site. On-site visits will only be provided within our normal business hours, and travel expenses will be chargeable. On-site visits where we have agreed to provide remote support only, or visits outside our normal business hours, will be chargeable.
3.6 If we are required to travel to a site, you shall have the option of giving the engineer a set of keys and/or codes to the Property and passwords for the devices or being present at the agreed times to give the engineer access. The engineer warrants that all keys and passwords shall be kept safely and securely.
3.7 If we are required to take away devices for repair then these will be returned to you on a date that is agreed by you.
3.8 We may work on Equipment away from the Site if we consider it necessary to do so. If we deem any Equipment to be beyond economical repair, we will provide you with a quotation to replace it. You can replace it with a suitable alternative from another supplier but please keep us informed in this event. If you do not accept our Quotation or do not replace the Equipment, we reserve the right to terminate the Contract or exclude the affected Equipment from the scope of the Services.
3.9 We may loan equipment to you at our discretion. We may also install our own equipment at the Site in order for us to provide the Services. Any such equipment will remain our property. You are responsible for any such equipment and will make payment to us in respect of any loss or damage to it from the time it is delivered to, or collected by you, until such time as it is returned to us, notwithstanding the termination of the Contract for any reason. Upon termination of the Contract in accordance with clause 9, you must return any loaned equipment to us at your cost, in the same condition it was provided to you, or reimburse us for any loss or damage to it, no later than 7 days from the date of termination.
3.10 Where we are providing you with Security & Cyber Protection Software and or hardware for including but not limited to, anti-virus, anti-spam, anti-malware, firewalls, under the Contract, we will use all reasonable endeavours to ensure it is kept up-to-date. However, we cannot guarantee that such protection will block all viruses, spam, malware or other security threats and you are required to remain vigilant at all times and to follow any guidance we and/or the software manufacturer may provide in relation to best practice. In relation to this clause 3.10, you are required to complete your obligations as detailed in clause 6 below.
3.11 Where we are providing online backup, it shall be your responsibility to ensure you and your employees or agents shall follow any guidance we and/or the software manufacturer may provide, and to ensure no action by you or your employees or agents shall cause such backup to be disabled or stop working in any way. We shall hold no responsibility for the failure of online backup.
3.12 We may provide you with such information and advice in connection with the Services and the provision thereof as you may, from time to time, reasonably require. However, we accept no responsibility for any actions taken as a result of such advice or recommendations, nor shall we be liable for any consequences should our professional advice not be taken.

4. Equipment and Software


4.1 Where you are purchasing Equipment from us, we shall deliver on the agreed date and, where applicable, install the Equipment as agreed. The title in the Equipment shall only pass once we have received full payment for such and we shall be entitled to take back the Equipment should we not receive full payment. Should you wish to cancel any purchased Equipment we reserve the right to charge restocking and administration costs.
4.2 We do not guarantee that any Equipment will be compatible with and/or work in conjunction with any other software or hardware used unless such other software or hardware has been agreed as compatible by us in writing.
4.3 Should your Equipment develop a fault you shall contact us in the first instance to notify us of the issue. All new Equipment shall come with manufacturer’s warranty which we shall pass to you, this shall be subject to the usual limits and requirements of such which shall be issued upon delivery of the Equipment.
4.4 Where we have agreed to provide Software to you, including but not limited to any third-party software accounts such as Microsoft 365, your subscription to the Software shall apply for a rolling annual term or a 30-day rolling term (this will be highlighted in the Quotation), beginning on the date the purchase was made (unless otherwise agreed by us). Please note that the price for any such subscription may be subject to price adjustments, including mid-term, at the sole discretion of the third party. However, the contract for the provision of the Software shall remain between you and us at all times.

5. Broadband & Telecoms Services

6. Client’s Obligations: You agree, where applicable, to:


6.1 immediately stop the use of any faulty Equipment and report faults promptly to us, in any event within 24 hours of discovering the fault;
6.2 allow us access to the Site or the Equipment at all reasonable times or provide us with such information and assistance in connection with the Services as we may reasonably require, within sufficient time to enable us to perform the Services in accordance with the Contract;
6.3 act in accordance with any and all reasonable instructions issued by us in a timely manner in relation to the Services;
6.4 consult with us in advance with respect to any new computer hardware, devices and/or software which you intend to procure where such hardware, devices and/or software is to be added to the contract or otherwise ensure that any equipment purchased by you is compatible with the pre-installed Equipment;
6.5 ensure operators and other staff using and maintaining the Equipment are properly trained to maintain and operate the Equipment within the standards as laid down by us and the manufacturer, and comply with our advice in connection with the use and operation of the Equipment;
6.6 not allow any person other than us (or a person acting under our instruction) to interfere with, modify, repair, relocate or service the Equipment and or provided Services;
6.7 virus-check all data and material supplied to us;
6.8 keep secure from third parties any passwords issued by us to you;
6.9 ensure passwords chosen by you and all of your employees, agents and sub-contractors are suitably strong, containing a combination of letters, numbers and symbols, and are changed regularly if MFA cannot be enforced;
6.10 obtain and maintain all necessary licences, permissions and consents in connection with the Services.
If you fail to comply with the above obligations, we reserve the right to terminate the Contract, exclude any affected Equipment from the scope of the Services or charge for costs incurred by us as a result of your failure, at our discretion.

7. Fees and Payment


7.1 We reserve the right to request payment of a deposit up front. If this is the case, the amount will be detailed in our Quotation and we will be unable to confirm a start date until this deposit has been paid in full.
7.2 You agree to pay the fees as set out in the Quotation in accordance with these terms of payment. All prices specified are expressed exclusive of VAT, where applicable.
7.3 For all Support Services, we will invoice you monthly in arrears. Such invoices will contain a ticket number, and will detail the hours used by you within that month in accordance with clause 3.1.
7.4 For all other services, we will invoice monthly in advance. Depending on the services we are providing, you will be required to either:
7.4.1 Pay the amount as set out by us in the Quotation; or
7.4.2 Pay the amount as set out by us per User/Device/Site/Mobile Device. Please note that whilst we may accept, at our discretion, proposed increases to this amount, we will not accept any request for decreases.
7.5 All invoices are payable strictly in pounds sterling, without set-off, withholding or deduction via Direct Debit, within 14 days unless stated otherwise.
7.6 In addition, you will be required to reimburse us for any additional Services we may provide at your request together with all actual, reasonable travel expenses, any incidental expenses for materials used and any third party goods and services supplied in connection with the provision of the Services. Such fees and/or expenses will be invoiced monthly in arrears unless otherwise agreed by us, separate to the invoice submitted by us for the Services.
7.7 If we arrange a visit to the Site which ultimately becomes wasted or non-productive then we reserve the right to charge for this visit. Where we are given less than 24 hours’ notice cancellation, this shall be treated as a non-productive Site visit and shall be chargeable accordingly.
7.8 We shall be entitled at any time to increase our support fees under the Contract and in this event, will give you not less than 30 days’ prior written notice of this.
7.9 Time for payment is of the essence of the Contract. If you fail to make payment in full by the due date then, without prejudice to any other rights which we may have, we shall have the right to suspend the Services (including any third party software or services included in the Contract, such as Security, Broadband & Telecoms Services) and charge interest from the due date until payment is made in full, both before and after judgment, at the rate of 8% per annum over the Bank of England base rate from time to time in force, in accordance with the Late Payment of Commercial Debts (Interest) Act 1998.

8. Variation and Amendments


8.1 If you wish to vary the Services to be provided, please notify us as soon as possible. We will endeavour to make any required changes and any additional costs incurred as a result will be chargeable.
8.2 If, due to circumstances beyond our control, we have to make any change in the arrangements relating to the provision of the Services, we will notify you immediately. We will endeavour to keep such changes to a minimum and will seek to offer you arrangements as close to the original as is reasonably possible in the circumstances.
8.3 Any agreed variation or amendment will be carried out in accordance with this Contract and any price increase necessitated as a result of an agreed variation or amendment will be payable in accordance with the terms for payment above.

9. Term and Termination


9.1 The Contract will come into force on the Start Date specified in the Quotation and will:
9.1.1 be on an ad-hoc basis in accordance with clause 3 and 4 (where applicable), in which either party will be able to terminate by giving the other 30 days written notice; or
9.1.2 where they are on a retained basis, be for any minimum term stated and thereafter automatically renew for the same period as set out in the original term, on the same Terms and Conditions as set out in this Contract (with the exception of the price) on a rolling basis unless a written notice to terminate is given by either party in accordance with this clause 9. Such notice is to be given a minimum of 90 days before the end of the then-current Term, and will be effective only at the end of that Term.
9.2 We may terminate this Contract without liability to you by giving written notice if:
9.2.1 any sum owing to us by you under any of the provisions of this Contract is not paid within 14 days or the stated payment terms of the due date for payment; or
9.2.2 you demand services which do not form part of the Services and which are not covered by this Contract.
9.3 Either Party may terminate this Contract without liability by giving written notice to the other, if the other Party:
9.3.1 commits any other breach of any of the provisions of this Contract and, if the breach is capable of remedy, fails to remedy it within 14 days after being given written notice of the breach and requiring it to be remedied; or
9.3.2 goes into bankruptcy, liquidation or administration either voluntary or compulsory (save for the purposes of bona fide corporate reconstruction or amalgamation), if a receiver is appointed in respect of the whole or any part of its assets, or if the other party ceases, or threatens to cease, to carry on business.
9.4 For the purposes of clause 9.3.1, a breach shall be considered capable of remedy if the Party in breach can comply with the provision in question in all respects.
9.5 Upon termination of this Contract for any reason, any sum owing by either Party to the other under any of the provisions of this Contract shall become immediately due and payable.
9.6 Termination of the Contract, howsoever arising, shall not affect or prejudice the accrued rights of the parties as at termination or the continuation of any provision expressly stated to survive or implicitly surviving termination.

10. Liability and Indemnity


10.1 Nothing in this Contract or these Terms and Conditions seeks to limit or exclude our liability in respect of death or personal injury caused by our negligence; fraud or fraudulent misrepresentation; or any other liability which cannot lawfully be excluded or limited.
10.2 Except as provided in clause 10.1 above, we will not by reason of any representation, implied warranty, condition or other term, or any duty at common law or under the express terms contained herein, be liable for any loss of profit or any indirect, special or consequential loss, damage, costs, expenses or other claims (whether caused by our servants or agents or otherwise) in connection with the performance of our obligations under the Contract.
10.3 All warranties or conditions whether express or implied are expressly excluded to the fullest extent permitted by law.
10.4 In the event of a breach by us of our express obligations under the Contract, your remedies will be limited to damages, which in any event, shall not exceed the total fees paid by you under the Contract in the preceding 12 month period.

11. Intellectual Property


11.1 Subject to a written agreement to the contrary, we reserve all intellectual property rights which may subsist in the provision of the Services. We reserve the right to take such actions as may be appropriate to restrain or prevent infringement of such intellectual property rights.
11.2 Where software is provided, unless otherwise agreed in writing by the parties and provided payment is received by us in accordance with the terms of payment above, we will grant you a perpetual, non-transferable, non-sub-licensable licence in respect of the use of the software. You acknowledge that you obtain no ownership of any intellectual property rights in respect of any such software and that your use of any such intellectual property rights is conditional on us obtaining permission from the relevant licensor entitling us to licence such rights to you.
11.3 You shall immediately bring to our attention any infringement or suspected infringement of any of the intellectual property rights licensed hereunder of which you are aware and shall at our request take such action or assist us in taking such action as we may deem appropriate to protect the intellectual property rights.

12. Confidentiality


12.1 Each Party undertakes that throughout the duration of the Contract, the Parties may disclose certain confidential information to each other. Both parties agree that they will not use the confidential information provided by the other, other than to perform their obligations under the Contract. Each Party will maintain the confidential information’s confidentiality and will not disseminate it to any third party, unless required by law or unless so authorised by the other Party in writing.
12.2 You acknowledge and agree that in order to provide our Services, we will require access to your Equipment, systems and Services and may need to log in remotely. Any personal data will be kept confidential and will only be used in accordance with our rights and obligations under clause 12.1.

13. Data Protection


13.1 Both parties agree to comply with all applicable data protection legislation including, but not limited to, the Data Protection Act 2018, the UK General Data Protection Regulation, and any subsequent amendments to them.
13.2 If you provide us with, or allow us access to, the personal data of any other person, it is your responsibility to obtain the lawful basis of processing to pass their data to us, as a third party. We will only use that data to provide our Services and will not use it for any other purpose.
13.3 All data will be held in accordance with UK GDPR and Data Protection Act 2018 and will only be provided to third parties where strictly necessary in order to provide our Services to you under the contract. For full details on these third parties and how we process data, please refer to our privacy policy, which is available on request.

14. Force Majeure: No Party to this Contract shall be liable for any failure or delay in performing their obligations where such failure or delay results from any cause that is beyond the reasonable control of that Party. Such causes include, but are not limited to: power failure, internet service provider failure, industrial action, civil unrest, fire, flood, storms, earthquakes, acts of terrorism, acts of war, governmental action or any other event that is beyond the control of the Party in question.

15. Assignment and Sub-Contracting

16. Non-Solicitation

17. Waiver

No failure or delay by either Party in exercising any of its rights under the Contract shall be deemed to be a waiver of that right, and no waiver by either Party of a breach of any provision of the Contract shall be deemed to be a waiver of any subsequent breach of the same or any other provision.

18. Entire Agreement

The Contract constitutes the whole agreement between the parties and supersedes all previous agreements between the parties relating to its subject matter. Each Party acknowledges that, in entering into this Contract, it does not rely on any representation, warranty or other provision except as expressly provided in this Contract.

19. Third party rights

No part of the Contract is intended to confer rights on any third parties and accordingly the Contracts (Rights of Third Parties) Act 1999 shall not apply to the Contract.

20. Notices

Notices will be deemed to have been duly received and properly served 24 hours after an email is sent or three working days after the date of posting of any letter. In proving the service of any notice, it will be sufficient to prove, in the case of a letter, that it was properly addressed to the address provided, stamped and placed in the post and in the case of an email, that it was sent to the specified email address of the addressee.

21. Severance

In the event that one or more of the provisions of this Contract is found to be unlawful, invalid or otherwise unenforceable, that/those provision(s) shall be deemed severed from the remainder of this Contract. The remainder of this Contract shall be valid and enforceable.

22. Law and Jurisdiction


22.1 These Terms and Conditions and the Contract between you and us (whether contractual or otherwise) will be governed by, and construed in accordance with, the laws of England and Wales.
22.2 Any dispute, controversy, proceedings or claim between you and us relating to the Contract or these Terms and Conditions (whether contractual or otherwise) will be subject to the jurisdiction of the courts of England and Wales.

Ask IT East Anglia
Ask IT East Anglia