Terms of Service

Please read these Terms carefully before accepting a quote. They form part of your agreement with AELT Tech.

1. About these Terms

These Terms of Service (“Terms”) apply to all services, products and support that AELT Tech provides to business customers. They are designed to be read together with your quote, order form or contract (together with these Terms, the “Agreement”).

• “We”, “us” and “our” mean AELT Tech. “You” and “your” mean the business or person we are providing services to (the “Customer”).
• “Services” means everything we agree to provide to you, including any hardware, software, licences and subscriptions we supply.
• If your quote or signed contract conflicts with these Terms, the quote or contract takes priority on that point.
• Your own standard terms or purchase conditions do not apply, unless we have agreed to them in writing.
• We provide services to businesses only. If you are an individual buying for personal use, please contact us before accepting a quote, as different legal rights apply.
• We may update these Terms from time to time. The version in force when you accept a quote applies to that Agreement.

2. Who We Are

AELT Tech is a trading name of Kelly Lewis, trading as AELT Tech at 8 Manor Crescent, Swindon, SN2 2LF.

Email: info@aelttech.co.uk
Telephone: +44 1793 265 267
Website: www.aelttech.co.uk

3. Our Services

We provide managed IT services, helpdesk support, Microsoft 365, cyber security, cloud, backup and data recovery, network and Wi-Fi, IT consultancy, virtual admin support, telecoms and the supply of hardware, software and licences, as described in your quote.

• We will provide the Services with reasonable skill and care.
• The scope of the Services is what is set out in your quote. Work outside that scope, including projects, equipment repairs and additional users or devices, will be agreed and quoted separately.
• Any request to change the scope must be made in writing (email is fine). We will confirm any change to price or timescale before starting the additional work.
• Dates and timescales we give are estimates unless we have expressly agreed a fixed date in writing.

4. Quotes, Orders and Free IT Reviews

• A quote is valid for 30 days from its date unless it says otherwise. We may correct obvious errors in a quote.
• The Agreement is formed when you accept the quote in writing (including by email), sign the contract, or ask us to start work, whichever happens first.

Free IT review

Our free IT review is a 30-minute call followed by a short written report, with no obligation to buy anything. The report reflects what you told us and what we discussed at that point in time. It is not a full audit or a guarantee that your systems are free of faults or risks.

5. Fees and Payment

• You will pay the fees set out in your quote. Recurring charges are invoiced in the way and at the intervals stated in the quote.
• Unless the quote says otherwise, invoices are payable within 30 days of the invoice date, by bank transfer or another method we agree.
• If you dispute an invoice, tell us within 7 days of receiving it and pay any undisputed part on time.
• If you pay late, we may charge statutory interest and compensation under the Late Payment of Commercial Debts (Interest) Act 1998. We may also suspend the Services after giving you 7 days’ written notice of non-payment.
• Travel for on-site visits, out-of-hours or emergency work, and third-party costs are charged as set out in your quote, or agreed with you in advance.
• We will give at least 30 days’ written notice before increasing recurring charges. If you do not accept an increase, you may end the affected service before it takes effect.
• If a supplier increases the price of licences or subscriptions we supply to you (for example Microsoft), we may pass that increase on to you, giving as much notice as we receive ourselves.

6. Your Responsibilities

To help us deliver the Services, you agree to:

• give us accurate and complete information, and tell us promptly about changes such as new starters, leavers, new devices or new locations;
• give us timely access to people, premises, systems, accounts and administrator credentials where we need them;
• make sure you have the authority and the right licences for us to work on your systems and data;
• keep your login details secure and follow our reasonable security recommendations; and
• use the Services lawfully.

If a delay or failure on your side affects our work, timescales may move and additional charges may apply.

Unless a backup service forms part of the Services, you are responsible for backing up your own data.

7. Remote Support and System Access

You authorise us to access your systems, devices and accounts to the extent we need to provide the Services. We will only access what is needed for the work.

Remote support sessions are started with your approval and you can end a session at any time. More information is on our Remote Support page.

8. Hardware, Software and Third-Party Products

• Hardware, software, licences, subscriptions and telecoms services are provided by third-party suppliers. They are subject to those suppliers’ terms, which you agree to comply with. For example, Microsoft’s licensing and customer agreement terms, and telecoms providers’ terms and minimum contract periods.
• We are not the manufacturer or provider of third-party products. We do not give any warranty beyond the one the supplier gives, but we will help you make a warranty claim.
• Hardware: risk passes to you on delivery. Ownership passes to you once we have received payment in full.
• Many licences and subscriptions are committed for a set term. If a supplier does not allow us to cancel or refund, those charges remain payable for the committed term, even if the Agreement ends sooner.
• Availability and pricing of third-party products depend on our suppliers.

9. Support Hours and Response Times

• Standard support hours are Monday to Friday, 8am to 6pm UK time, excluding bank holidays, unless your quote says otherwise.
• Out-of-hours and emergency support is available where agreed, charged at the rate in your quote.
• Response and resolution times in a quote are targets, not guarantees, unless the quote expressly says they are a service level.
• Where a quote describes support as unlimited, it is subject to fair use. It does not include projects, hardware repairs or work outside the agreed scope.

10. Security and Backups

No provider can guarantee complete protection against cyber threats. We will use reasonable skill and care, but we cannot guarantee that the Services will prevent every attack, breach, malware infection, outage or data loss.

• If you decline or delay a security measure we recommend, we are not responsible for the consequences of that decision.
• Where we provide backup services, backups cover only the systems and data in the agreed backup scope, and recovery times are targets rather than guarantees. We recommend regular test restores.

11. Data Protection

Each of us will comply with the UK GDPR and the Data Protection Act 2018. How we handle personal data about you and your staff as our customer is explained in our Privacy Policy.

When providing the Services we may process personal data held in your systems. In that case you are the controller and we are the processor, and we will:

• process that data only on your documented instructions and for the purpose of providing the Services;
• keep it secure and make sure anyone we allow to access it is bound by confidentiality;
• only use another processor with your general authorisation and remain responsible for them;
• help you respond to individuals’ rights requests, and tell you without undue delay if we become aware of a personal data breach affecting your data;
• return or delete the data when the Services end, unless the law requires us to keep it; and
• give you the information reasonably needed to show compliance, and allow reasonable audits on notice.

If you need a separate data processing agreement, we will agree one with you. If you are based outside the UK, tell us which local privacy laws apply to your data so we can agree suitable arrangements.

12. Confidentiality

Each of us will keep the other’s confidential information private, use it only for the Agreement, and not disclose it except to staff and advisers who need it, or where the law requires. This does not apply to information that is public, was already known to the receiving party, or is independently developed. These obligations continue after the Agreement ends.

We will not name you publicly as a client, or use your details in a case study, without your permission.

13. Intellectual Property

• Each of us keeps the intellectual property rights we owned before the Agreement.
• Your data and content remain yours.
• Reports and documents we create for you are licensed to you for your own internal business use. We keep ownership of our templates, tools, methods and know-how.
• Third-party software remains subject to its own licence.

14. Term, Renewal and Termination

• The Agreement starts when it is formed (see section 4) and runs for the term stated in your quote. If no term is stated for a recurring service, it continues until either of us ends it by giving 30 days’ written notice.
• If your quote includes a minimum term and you end the Agreement during it (other than because of our uncured material breach), you remain liable for the charges due for the rest of that minimum term.
• Either of us may end the Agreement immediately by written notice if the other commits a material breach and does not fix it within 14 days of being told, or if the other becomes insolvent.
• When the Agreement ends you will pay everything that is due. We will hand back your credentials, documentation and equipment, and give reasonable handover help to your new provider. Handover work beyond the basics may be charged.
• Sections that are intended to continue after the Agreement ends, such as payment, confidentiality, liability and governing law, will do so.

15. Liability

Nothing in the Agreement limits or excludes liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot lawfully be limited.

Subject to that:

• we are not liable for indirect or consequential loss, or for loss of profit, revenue, business, goodwill or anticipated savings;
• we are not liable for loss or corruption of data, except where a backup service forms part of the Services and we failed to perform it with reasonable skill and care;
• we are not liable for failures caused by third-party providers, by you not following our advice, by delays on your side, or by changes made to your systems by anyone other than us; and
• our total liability to you in any 12-month period, whether in contract, tort (including negligence) or otherwise, is limited to the fees paid or payable for the Services in that period.

16. Events Beyond Our Control

Neither of us is liable for delay or failure caused by events outside our reasonable control, including internet or utility outages, supplier or platform failures, cyber attacks on third parties, severe weather, industrial action, epidemics, or government action. Payment for work already done remains due. If such an event continues for more than 60 days, either of us may end the Agreement by written notice.

17. Complaints

If you are unhappy with any part of our service, please tell us at info@aelttech.co.uk. We aim to acknowledge complaints promptly and resolve them fairly.

18. General

• Entire agreement. The Agreement is the whole agreement between us on its subject matter and replaces anything said or written before it.
• Changes. Changes must be in writing and agreed by both of us (email is fine).
• Assignment and subcontracting. You may not transfer the Agreement without our written consent. We may use subcontractors, and remain responsible for their work.
• Notices. Notices may be sent by email to the address in your quote or at the top of this page. An email is treated as received on the next working day.
• Electronic acceptance. You may accept a quote or sign the Agreement electronically.
• If part is unenforceable. If any part of the Agreement is found to be unenforceable, the rest continues to apply.
• No waiver. Not enforcing a right straight away does not mean we have given it up.
• No partnership. Nothing in the Agreement makes us partners, agents or employees of each other.
• Third parties. Nobody other than you and us has any right to enforce the Agreement under the Contracts (Rights of Third Parties) Act 1999.

19. Governing Law

The Agreement, and any dispute or claim arising from it, is governed by the law of England and Wales. The courts of England and Wales have exclusive jurisdiction.

20. Contact Us

If you have any questions about these Terms, please get in touch.

AELT Tech
Email: info@aelttech.co.uk
Telephone: +44 1793 265 267
Website: www.aelttech.co.uk