ClassificationPublic
Our office is located at:
Broadbent Group Ltd,
Turnpike Close,
Colchester,
Essex,
CO7 7QW,
United Kingdom
1Introduction
These terms and conditions ("Terms") govern the provision of IT and server management services ("Services") by Broadbent Group Ltd ("We", "Us", "Our" or "Company") to you ("Client", "You" or "Your"). By engaging our Services, you agree to be bound by these Terms.
These Terms should be read in conjunction with our main Terms & Conditions and Privacy Policy.
2Service Scope
IT and server management services may include:
- Server monitoring and maintenance
- System administration and configuration
- Security updates and patch management
- Performance monitoring and optimization
- Backup and disaster recovery management
- Network management and troubleshooting
- Software installation and updates
- Security monitoring and incident response
- Technical support and troubleshooting
- Documentation and reporting
The specific services included in your management plan will be set out in your service agreement.
3Response Times
Response times will be specified in your service agreement. Typical service levels may include:
- Critical Issues: Response within 1-2 hours, resolution within 4-8 hours
- High Priority: Response within 4 hours, resolution within 1 business day
- Normal Priority: Response within 1 business day, resolution within 2-3 business days
- Low Priority: Response within 2 business days, resolution as scheduled
Response times are measured during business hours (Monday-Friday, 9:00 AM - 5:00 PM GMT) unless 24/7 support is specified in your agreement. Emergency support outside business hours may be available for additional fees.
4Remote Access Policies
To provide management services, we may require remote access to your systems. You agree to:
- Provide necessary access credentials and permissions
- Maintain secure access methods (VPN, SSH keys, etc.)
- Notify us of any changes to access methods or security policies
- Allow us to use secure remote access tools
We will:
- Use access only for the purpose of providing management services
- Maintain appropriate security measures and access controls
- Log access activities for security and audit purposes
- Notify you of any security concerns or incidents
- Return or delete access credentials upon termination of services
5Data Security
We will implement appropriate security measures to protect your systems and data, including:
- Regular security updates and patches
- Firewall and intrusion detection configuration
- Access control and authentication measures
- Security monitoring and logging
- Encryption of data in transit and at rest (where applicable)
However, you acknowledge that:
- No security system is 100% secure
- You are responsible for maintaining strong passwords and access controls
- You should maintain your own backups
- We are not responsible for security breaches caused by factors beyond our reasonable control
6Backup and Disaster Recovery
Backup services may include:
- Regular automated backups (frequency as specified in your agreement)
- Backup verification and testing
- Off-site backup storage
- Disaster recovery planning and documentation
We will use reasonable efforts to maintain backups and assist with recovery. However:
- You are responsible for verifying that backups meet your needs
- We are not responsible for data loss that occurred before backup services began
- Recovery times depend on the nature and extent of the issue
- Some data loss may be unavoidable in disaster scenarios
7Client Responsibilities
You agree to:
- Provide necessary access and permissions
- Notify us promptly of any issues or concerns
- Not interfere with our management activities without prior consultation
- Maintain appropriate insurance coverage
- Comply with applicable laws and regulations
- Make timely payments
- Provide accurate information about your systems and requirements
8Payment Terms
Management services are typically billed on a monthly or annual basis, as specified in your service agreement. Payment is due in advance for the service period.
Additional work beyond the scope of your management plan (e.g., major upgrades, emergency response outside business hours) will be billed separately at our standard hourly rates or as agreed upon.
Late payments may result in suspension of services or termination of the agreement.
9Limitations and Exclusions
Management services do not include:
- Hardware purchases or replacements
- Major system redesigns or migrations (unless specifically included)
- Application development or customization
- Training or extensive documentation
- Issues caused by third-party software or services
- Issues resulting from unauthorized modifications
- Recovery from security breaches caused by client negligence
10Termination
Either party may terminate the management agreement with written notice. Termination terms:
- Minimum commitment periods may apply
- Early termination may incur fees as specified in your agreement
- Services will continue until the end of the current billing period
- We will return access credentials and provide transition assistance
- You are responsible for securing alternative management services
11EU Consumer Rights
If you are a consumer located in the European Union, you have additional rights:
- Right of Withdrawal: For ongoing service contracts, you may have the right to cancel within 14 days of entering into the contract, subject to payment for services already provided.
- Service Quality: Services must be performed with reasonable care and skill and conform to the description provided.
- Dispute Resolution: You may contact us at help@broadbent.email or use the EU Online Dispute Resolution platform at ec.europa.eu/consumers/odr.
12Limitation of Liability
To the maximum extent permitted by applicable law, our total liability for any claims arising from or related to the management services shall not exceed the total amount paid by you for management services in the twelve (12) months preceding the claim.
We shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of profits, data, or business opportunities.
Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be excluded or limited under applicable law.
13Contact Information
If you have any questions about these Terms, please contact us:
Email: help@broadbent.email
Address: Broadbent Group Ltd, Turnpike Close, Colchester, Essex, CO7 7QW, United Kingdom