Managed IT Support Terms & Conditions
These Managed IT Services Terms outline how Weald IT delivers proactive support, security management, and technical services to our clients. They form part of our commitment to transparency, best practice, and clear service expectations. These terms support Weald IT’s structured and best-practice approach to delivering reliable and secure IT services.
1. SERVICE OVERVIEW
These terms apply to any Managed IT Support or recurring support services provided by Weald Computer Maintenance Limited (“Weald IT”).
Managed Services may include:
- Helpdesk support
- Remote monitoring
- Patch management
- Microsoft 365 administration
- Security management
- Backup monitoring
- Vendor liaison
- Consultancy
- Onsite support
Exact services will be defined in the Customer agreement or proposal.
Weald may decline to support systems which are end-of-life, unsupported by vendors, insecure, or which fall outside reasonable support standards.
2. SERVICE HOURS
Standard helpdesk hours:
Monday – Friday
08:00 – 17:30
excluding UK public holidays
Out of hours work may be chargeable unless covered by agreement.
Emergency work outside hours may be charged at enhanced rates.
3. FAIR USE
Managed support is based on reasonable use.
Examples of work normally included:
- User support
- Device troubleshooting
- Standard administration
- Microsoft 365 support
- Routine maintenance
Examples typically outside scope:
- Major projects
- Office moves
- New server installs
- Migrations
- Cyber incident recovery
- Major rebuild work
- Training sessions
- Work caused by unsupported systems
These will be quoted separately.
4. RESPONSE TARGETS
Typical targets (not guarantees):
| Priority | Example | Target response |
|---|---|---|
| Critical | Business stopped | 1 hour |
| High | Major issue | 2 hours |
| Normal | Standard request | Same day |
| Low or Service Request | Minor request | Next working day |
These are targets not contractual SLAs unless specifically agreed.
4A. PRIORITY CLASSIFICATION
Weald determines ticket priority based on business impact.
Customer requested priority changes may not always be possible.
Individual user issues may not be classified as critical unless business operations are affected.
5. CUSTOMER RESPONSIBILITIES
To allow Weald to deliver services effectively the Customer agrees to:
- Maintain supported software
- Replace end-of-life systems
- Follow security advice
- Maintain licensing
- Provide key contacts
- Notify of changes
- Provide access where required
Failure to follow recommendations may increase risk. Weald shall not be liable for incidents arising from Customer decisions, configurations, or risk acceptance.
Risk Acceptance
Where Weald identifies material risks and provides recommendations, the Customer may choose whether to implement them.
Where recommendations are declined, the Customer accepts the associated business risk.
Weald shall not be liable for incidents arising from accepted risks.
Environment Changes
The Customer shall notify Weald of significant changes to their IT environment including:
- new software deployments
- infrastructure changes
- network changes
- third party IT involvement
- security changes
Weald cannot be responsible for issues arising from undisclosed changes.
Third party access
Where third parties are given access to systems supported by Weald, Weald cannot be responsible for issues arising from their work.
Weald may recommend review work following third party changes which may be chargeable.
6. STANDARDISATION
Weald operates best practice standards across its client base.
This may include:
- Security baselines
- Patch policies
- RMM deployment
- Microsoft configuration standards
- Backup standards
- MFA enforcement
- Endpoint protection
Where Customers choose not to follow recommended standards Weald shall not be liable for incidents arising from those decisions.
Minimum Security Requirements
To maintain a secure environment, Weald may require reasonable minimum security standards including supported operating systems, multi-factor authentication, supported backup solutions and endpoint protection.
Where a Customer chooses not to implement minimum security controls, Weald reserves the right to:
- limit support coverage
- exclude related incidents from liability
- require written risk acceptance
Weald cannot accept liability for incidents arising from environments that do not meet agreed security standards.
Where minimum security standards are not maintained Weald may suspend elements of service until risks are addressed.
7. REMOTE MONITORING TOOLS
Weald may install monitoring and management tools including RMM agents.
These may allow:
- Device monitoring
- Patch deployment
- Remote support
- Security management
- Asset tracking
These tools remain property of Weald or its suppliers.
Removal may affect service delivery.
8. SECURITY SERVICES
Security services reduce risk but cannot eliminate it.
Weald cannot guarantee prevention of:
- phishing
- ransomware
- account compromise
- zero day threats
- social engineering
Security is a shared responsibility.
Users remain the biggest risk factor.
The Customer remains responsible for maintaining appropriate cyber insurance and business continuity arrangements.
Weald provides cyber security services based on industry best practice to reduce risk. The Customer acknowledges that no IT environment can be made completely secure and Weald cannot guarantee prevention of cyber incidents, attacks or breaches. Weald shall not be liable for cyber incidents whether or not security recommendations have been implemented.
Security cooperation
Effective security requires cooperation of Customer users including following security guidance, phishing awareness and password policies. Weald cannot be responsible for incidents resulting from user behaviour outside its control.
Weald provides risk reduction services, not risk elimination services
9. PATCHING
Weald may deploy updates automatically.
Weald cannot guarantee:
- zero downtime
- software compatibility
- vendor quality
Customers should maintain testing processes for critical systems.
Emergency patching may occasionally require urgent deployment.
10. BACKUPS
Where backup services are provided:
Weald monitors backup success.
Unless contracted otherwise Weald does not:
- verify every file
- test every restore
- guarantee recovery point objectives
Customers remain responsible for identifying critical systems.
Weald shall not be liable for business losses resulting from data loss.
Liability is limited to restoration effort.
11. THIRD PARTY SERVICES
Weald supports systems provided by third parties.
This includes:
- Microsoft
- Internet providers
- Telecom providers
- Cloud providers
- Software vendors
Weald is not liable for outages, defects or failures in these services including where Weald is acting as reseller or intermediary.
12. ONBOARDING
Managed service onboarding may include:
- Network review
- Security review
- Device audit
- Microsoft review
- Backup review
Improvement work identified may be quoted separately.
Weald does not take responsibility for pre-existing issues.
13. PRE-EXISTING CONDITIONS
Weald is not responsible for:
- historic breaches
- poor configurations
- unsupported systems
- legacy infrastructure
- inherited technical debt
These may require remediation work.
Legacy systems
Continued support of unsupported or legacy systems may increase operational risk. Weald cannot accept liability for failures relating to unsupported technology.
14. PROJECT WORK
Projects are separate from support.
Examples:
- migrations
- server installs
- major upgrades
- tenant moves
- network redesign
Projects will normally be quoted.
15. LICENSING AND CLOUD SERVICES
Weald may supply licensing.
Licenses:
- billed monthly or annually
- non refundable once committed
- subject to vendor terms
Price changes from vendors may be passed on.
16. CYBER INCIDENTS
Cyber incidents are treated as emergency work.
Response may include:
- containment
- investigation
- rebuild work
- vendor liaison
Such work may fall outside support agreements.
Recovery timeframes cannot be guaranteed following cyber incidents.
Incident Responsibility
In the event of a cyber incident, Weald will use reasonable efforts to assist with containment and recovery.
The Customer remains responsible for:
- business continuity planning
- disaster recovery decisions
- regulatory reporting
- cyber insurance claims
Weald does not assume the role of insurer or guarantor of business continuity.
17. CUSTOMER CONTACTS
Customer shall nominate authorised contacts.
Weald may rely on their instructions.
Changes should be notified promptly.
18. SERVICE DEPENDENCIES
Service delivery depends on:
- internet access
- power availability
- vendor services
- Customer cooperation
Weald is not liable for disruption outside its control.
Vendor dependency
Resolution times may depend on third party vendors and suppliers. Weald cannot guarantee vendor response times.
19. LIABILITY
Weald’s total liability relating to managed services shall not exceed:
Fees paid in previous 12 months or £100,000 (whichever lower)
Weald is not liable for:
- cyber crime losses
- business interruption
- loss of data
- indirect loss
- loss of profit
- data loss impact
Nothing excludes liability for negligence causing injury or fraud.
These limitations apply regardless of cause including negligence, breach of contract or statutory duty.
Weald does not warrant that services will be uninterrupted, error free, or immune from security incidents.
The Customer acknowledges that service fees reflect the allocation of risk set out in this agreement.
20. TERMINATION
Managed services normally require:
90 days notice
Unless agreed otherwise.
On termination:
- RMM removed
- Documentation returned
- Access transferred
- Licenses transferred where possible
Exit assistance may be chargeable.
21. EXIT SUPPORT
Weald will cooperate with transition.
Work may be chargeable.
Knowledge transfer outside normal scope may be billed.
21A DOCUMENTATION
Weald may create technical documentation as part of service delivery.
This documentation remains Weald intellectual property unless otherwise agreed.
Relevant operational documentation may be provided upon reasonable request.
22. CONTINUAL IMPROVEMENT
Weald may recommend improvements including:
- security upgrades
- hardware replacement
- policy improvements
- licensing changes
These recommendations support risk reduction.
FAQ’s
Managed support normally includes helpdesk support, monitoring, patching and administration. Projects and major changes are normally quoted separately.
These terms apply to managed service clients alongside individual agreements.
No provider can guarantee complete protection, but Weald applies best practice controls to reduce risk.