Terms & Conditions

These terms apply to services supplied by THISISITUK LTD t/a this is IT (the Supplier), to the customer named in the relevant proposal, order or agreement (the Client).

1. Introduction

The Supplier provides managed business IT services in plain, practical terms. These Terms explain how service delivery, billing, risk allocation and responsibilities are handled.

This public page sets the standard baseline terms for all clients.

Service-specific details, scope, fees, backup schedules, recovery assumptions, licensing quantities and any agreed departures from these standard terms are set out in the relevant signed agreement, proposal, service schedules or client appendix, which take priority where needed.

2. Working Hours and Contact

2.1 Hours

• a) Standard service hours are Monday to Friday, 09:00 to 18:00, excluding public holidays in England and Wales.
• b) Reduced service applies during Christmas week, followed by closure from 23 December until the next working day after New Year's Day.

2.2 Contact

• a) Support requests should normally be raised by email: [email protected].
• b) For urgent follow-ups and emergencies call our office number: +44 7445 006967.
• c) Ticket context, relevant email history and ongoing support communication history may be retained within the service desk and used to provide continuity and context when responding to requests.
• d) Out-of-hours support is subject to availability and is charged at £85 per hour with a minimum charge of one hour per engagement.
• e) Outside working hours, the Supplier will determine what constitutes a genuine emergency requiring immediate response.

3. Service Headings and Scope

3.1 Managed IT

• a) Managed IT pricing and scope are dependent on agreed user count.
• b) Includes day-to-day support for users, desktops, laptops, standard office devices and agreed infrastructure, plus incident handling, support requests, basic user administration and vendor liaison.
• c) Service delivery is remote-first, with site visits where reasonably required.
• d) Annual reviews of how the services provided align with the Client's needs, now and looking forward.

3.2 Managed Backups

• a) Managed backup charges are based on agreed protected data volume (per TB), including on-site and/or off-site elements as documented in Section 4.
• b) The scope, recovery approach and operational limitations of the backup service are set out in Section 4 and any relevant signed agreement documentation.

3.3 Managed Licensing

Includes

• a) Procurement, provisioning, assignment, removal and administration of agreed cloud licences.
• b) Reasonable day-to-day licence changes where applicable.
• c) Yearly review of the Client's agreed cloud licensing to help ensure it remains aligned with user needs and the services in scope.

Excludes

• d) Third-party vendor warranties or performance commitments.
• e) Non-agreed licensing procurement outside the current service scope.
• f) Major tenant redesign, migration, remediation, licensing audit projects or project-led restructuring unless separately agreed in writing.

3.4 Onboarding and Offboarding

• a) Vendor liaison and reasonable transition-in support included.
• b) Major remediation, migration, restructuring, major reconfiguration and project work are out of scope unless separately agreed in writing.
• c) On termination, reasonable offboarding assistance may be included where stated in the signed agreement or relevant schedules. Further exit assistance may be charged separately.

4. Managed Backups (Scope and Recovery)

4.1 Backup service approach

• a) Managed backups may protect agreed servers, virtual machines, file data and agreed cloud service data where expressly included.
• b) Recovery points may be intra-daily, daily, weekly and monthly depending on the agreed protection policy.
• c) The specific backup schedule and protection policy for each client environment is documented in the relevant service schedule, onboarding records or client appendix.
• d) On-site and/or off-site backup approaches may be used depending on the agreed service design.
• e) Off-site backups are encrypted in transit and at rest.

4.2 Monitoring and restore assistance

• a) The service includes routine job monitoring, investigation of failed jobs and reasonable day-to-day restore assistance.
• b) Recovery methods may include file-level, mailbox/item, image-level, snapshot-based, bare-metal or recovery to supported virtual targets, depending on workload and tooling.

4.3 Important limitations

• a) Backups reduce risk and improve resilience, but do not guarantee against every data loss event, recovery delay or interruption.
• b) Backups do not by themselves provide guaranteed failover, instant recovery or an always-on standby platform.
• c) Extra recovery effort outside normal managed delivery may be separately chargeable.
• d) Backup success and recovery outcomes may also be affected by source-system health, connectivity, credentials, storage availability, hardware availability, target-environment readiness and other dependencies outside the Supplier's reasonable control.

5. Disaster Recovery

• a) Where client-specific disaster recovery scope, recovery priorities, target recovery environment or recovery objectives are expressly agreed, these will be recorded in the relevant service schedule, onboarding documentation or a separate client appendix.
• b) Following a major incident, the Supplier will assess affected systems, identify the latest viable recovery point or recovery state, and coordinate the most appropriate recovery path available for the affected workload.
• c) Depending on agreed service design, recovery may involve backup restore, snapshot recovery, replication recovery, image-based recovery, recovery to supported virtual infrastructure, or rebuild to replacement infrastructure.
• d) Procurement of suitable replacement hardware and/or compatible recovery infrastructure may still be required.
• e) Unless expressly agreed in writing, these Terms do not create a guaranteed recovery timeframe, guaranteed recovery point, guaranteed failover capability or always-on standby environment.

6. Cloud / Third-Party Services

• a) The Supplier may use appropriate public cloud, private cloud, hosted platforms or third-party infrastructure to deliver services.
• b) Third-party services and platforms remain subject to each provider's own terms, availability and operating rules.
• c) The Supplier does not provide warranties on behalf of third-party vendors.
• d) Where third-party cloud services are used for backup and disaster recovery, standard provider data transfer terms apply. In normal operation this design may avoid egress charges, but data restoration or failover during a disaster recovery event may trigger third-party egress fees that are payable by the Client.

7. Client Responsibilities

• a) Provide timely access, approvals and cooperation needed for delivery and recovery work.
• b) Keep user, asset and environment information accurate and current.
• c) Use software lawfully and maintain required subscriptions, warranties and vendor relationships.
• d) Notify the Supplier of material changes that affect risk, supportability or scope.
• e) Unsupported, end-of-life or undisclosed systems may materially affect service quality and recovery outcomes.

8. Fees and Payment

• a) Fees are invoiced monthly in advance unless otherwise agreed in writing.
• b) Project work, out-of-hours activity, hardware and materially expanded scope are charged separately where applicable.
• c) Payment is due by Direct Debit or another agreed payment method by the invoice due date.
• d) Vendor pricing, billing and licensing changes may be passed through on reasonable notice. Material vendor-driven changes will be discussed with the Client in advance and, where applicable, agreed before implementation. Services and pricing will also be reviewed annually.

9. Term, Notice and Termination

• a) Services start on the agreed date and run for the agreed initial term.
• b) After the initial term, services continue on a rolling 90-day commitment.
• c) Either party may terminate by giving not less than 90 days' written notice in line with the agreement.
• d) The Supplier may suspend services on reasonable written notice, or immediately where necessary, for material non-payment, refusal of required access, material security/legal/operational risk, or material breach.
• e) Either party may terminate earlier for insolvency, cessation of business, or material breach that is not remedied within a 30-day cure period.

10. Liability and Insurance

• a) Nothing in these terms limits or excludes liability that cannot lawfully be excluded or limited.
• b) Subject to applicable law and the Client's signed agreement, the Supplier's liability is limited in accordance with the agreed contractual terms.
• c) Indirect or consequential loss is excluded to the fullest extent permitted by law.
• d) The Supplier maintains insurance appropriate to the services provided, including current cover of: professional indemnity insurance (£1,000,000), public and products liability insurance (£1,000,000), and cyber/data insurance (£100,000).
• e) All insurance remains subject to policy terms, limits and exclusions.
• f) Certificates or evidence of cover are available on request.

11. Confidentiality and Data Protection

• a) Each party must keep the other party's confidential information confidential and secure.
• b) Both parties must comply with applicable UK data protection law.
• c) The Supplier applies reasonable technical and organisational measures appropriate to the services.

12. Information Security

• a) The Supplier applies reasonable technical and organisational security measures appropriate to the services, agreed scope and risks reasonably known to the Supplier.
• b) The Supplier is Cyber Essentials certified and will use reasonable efforts to maintain appropriate controls across its own systems and operations. Unless stated otherwise in writing, the Supplier does not currently hold Cyber Essentials Plus or ISO 27001 certification.
• c) Where included in scope and supported by the Client's licensing, the Supplier may configure, administer or advise on Microsoft security controls (including Defender for Business, Conditional Access and Intune) and may provide general security awareness guidance.
• d) Information security is a shared responsibility. The Client remains responsible for its governance, internal policies, staff behaviour, approvals, licensing, supported devices and timely implementation of agreed recommendations.
• e) The Client must ensure staff follow appropriate security practices and must promptly notify the Supplier of suspected compromise, unauthorised access, lost or stolen devices, staff changes or other material events that may affect security.
• f) Unless expressly agreed in writing, the Supplier does not guarantee prevention of all cyber incidents and will not be responsible for losses to the extent caused or materially contributed to by matters outside its reasonable control, including Client delay, refusal of recommended controls, unsupported systems, inadequate licensing, user action or inaction, compromised credentials, undisclosed systems or third-party platform failure.

13. Supplier Incapacity / Continuity Cover

• a) If the Supplier is temporarily unable to deliver services directly, a vetted third-party IT partner may be used to maintain normal service cover, essential monitoring and reasonable actions to help keep critical systems online.
• b) This continuity cover does not create an additional continuity fee for the Client.
• c) Any out-of-hours activity or project work delivered by the continuity partner is charged separately where applicable.
• d) Any continuity partner is bound by the same confidentiality and data protection obligations as those applying to the Supplier.
• e) Only operational information reasonably required to deliver continuity support will be shared.

14. Changes to Services / Terms

• a) Changes to scope, user count, platforms, infrastructure dependencies, data volumes or third-party rules may require service and pricing updates.
• b) Where practical, reasonable changes will be notified with at least 30 days' written notice.

15. Governing Law

These terms, and any non-contractual disputes connected with them, are governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction unless otherwise required by law.