Precept IT Limited Service Level Agreement (SLA)
1. Definitions
“The Client” or “you” refers to the company or organisation listed in the Client Contact Details box on Page 1. “We” or “Precept IT” refers to Precept IT Limited, trading as Precept IT.
2. Data Transfer and Usage
Precept IT Limited will notify the client when their data allowance is exhausted. We reserve the right to temporarily suspend an account if excessive bandwidth usage compromises the user experience of other clients on the shared server.
3. Data Retention
Precept IT Limited will not retain any client data longer than necessary as per the client’s express wishes or existing retention policy. Should any retention policy interfere with our ability to provide adequate services or backups, we will notify the client of the associated risks.
4. Service Availability and Credits
Precept IT Limited offers 24x7x52 service availability for your website, except during essential maintenance periods. Essential maintenance will occur outside standard UK working hours (9am-5pm) with 7 days prior notice. No service credits are available for temporary service loss.
5. Internet Security
Precept IT Limited adheres to best security practices, including efforts to prevent denial of service attacks, viruses, worms, hackers, or other malicious events. We will maintain the confidentiality of all client information used in providing services, using it only for agreed purposes.
6. Technical Support and Response Times
We offer unlimited email support. Our target response time is 15 minutes for Critical Issues and 1 hour for Non-Critical Issues, aiming to resolve queries within 4 working hours. Fix times cannot be guaranteed due to factors outside Precept IT’s control.
7. Contact Details
Clients must keep their contact details accurate and up-to-date. Changes should be emailed to support@precept.it.
8. Contractual Periods and Termination
By default, all services provided by Precept IT, including but not limited to IT support, security, VOIP, backup maintenance, and monitoring, are offered under a 12-month contract unless otherwise stated or requested by the client.
Clients may request an alternative arrangement, such as a monthly contract, at the start of the service agreement. Annual contracts automatically renew for another 12-month term unless the client provides 30 days’ written notice before the renewal date. Monthly services can be cancelled or modified within the first 72 hours of each billing cycle.
In cases of material breach of the agreement by Precept IT, clients may terminate the agreement with 15 days’ prior written notice if the breach is not remedied within that period. Upon such termination, Precept IT will refund the pro-rata portion of fees for the unutilised service period.
9. Payment and Billing
Services are billed monthly or yearly in advance via invoice. The billing date is based on the ‘service live date,’ with annual renewal on or around this date. Precept IT reserves the right to suspend services for late or non-payment.
10. Microsoft Services Subscription Terms
10.1 Subscription Models
For Microsoft services, clients are automatically enrolled in a 12-month subscription term unless they request a monthly subscription. Annual subscriptions offer price stability for the entire term, while monthly subscriptions provide flexibility at a 20% premium.
10.2 Price Adjustments
Prices for Microsoft services may change based on Microsoft’s updates. Annual subscriptions protect clients from price changes during the term, while monthly subscriptions may reflect current rates.
10.3 Renewal and Cancellation
- Annual Subscriptions: Automatically renew unless terminated with 30 days’ notice.
- Monthly Subscriptions: Modifiable within the first 72 hours of the term; not cancellable until the end of the term.
11. Data Privacy and Security
Precept IT adheres to stringent data privacy and security standards, complying with relevant laws and regulations to protect client data.
12. Client Responsibilities
Clients must comply with all applicable licensing agreements and notify Precept IT of any changes in service requirements.
13. Miscellaneous
This agreement is governed by Northern Irish law, with disputes subject to the exclusive jurisdiction of Northern Ireland courts. Amendments require written consent from both parties.
14. Reseller Terms
Resellers must provide 1st level support and handle all client interactions unless otherwise agreed. Payment issues between resellers and their clients are not Precept IT’s responsibility.
15. Changes to Terms
Precept IT reserves the right to amend these terms at any time. Clients will be notified of any changes, and they may cancel services if the changes are not satisfactory, without penalty.
16. Contact Us
For any enquiries, please contact us at:
- London Office: Office 7, 35-37 Ludgate Hill, London, EC4M 7JN
- Head Office: Forsyth House, Cromac Square, Belfast, BT2 8LA
- Dublin Office: 51 Bracken Road, Sandyford, Dublin, D18 CV48
- Email: support@precept.it, accounts@precept.it, hello@precept.it
- Phone: London: 0800 122 3010, Belfast: 0800 122 3010, Dublin: 048 9092 3418
