Precept IT Limited Service Level Agreement (SLA)
These Terms and Conditions set out the standard terms on which Precept IT Limited provides services. They apply to Clients who have not entered into a separate signed agreement with Precept IT. Where a separate written agreement is in place between Precept IT and a Client, the terms of that agreement shall take precedence over these Terms in all respects.
1. Definitions
“Client” or “you” means the company, organisation, or individual purchasing services from Precept IT Limited.
“Precept IT,” “we,” “us,” or “the Service Provider” means Precept IT Limited, registered in Northern Ireland (Company No: NI607970) with its registered office at Forsyth House, Cromac Square, Belfast BT2 8LA, trading as Precept IT and operating in Great Britain, Northern Ireland, and the Republic of Ireland.
“Agreement” means these Terms and Conditions together with any order, proposal, or quotation accepted by the Client.
2. Data Transfer and Usage
Hosting and cloud services may be subject to reasonable usage limits. Where a Client exceeds agreed limits in a way that adversely affects other clients, Precept IT reserves the right to suspend or restrict access until the issue is resolved. Precept IT will provide prior notice wherever reasonably practicable.
3. Data Retention
Precept IT will retain client data only for as long as necessary to provide the agreed services or as otherwise required by law. Clients remain responsible for defining and communicating their own retention requirements. Where Client retention policies prevent Precept IT from performing adequate backups or recovery, the Client accepts all associated risks.
4. Service Availability and Credits
Precept IT Limited offers 24x7x52 service availability for hosted services, except during essential maintenance periods. Essential maintenance will normally occur outside standard UK working hours (09:00–17:30) with at least 7 days’ notice. Service credits may be provided at Precept IT’s discretion, but they are the Client’s sole and exclusive remedy for downtime.
5. Internet Security
Precept IT will follow industry best practices to mitigate denial-of-service attacks, malware, hacking, or other malicious activity. Absolute protection cannot be guaranteed, and the Client remains responsible for maintaining its own internal security policies and procedures.
6. Technical Support and Response Times
Precept IT provides helpdesk support via email and telephone. Response time targets are:
– Critical issues: response within 1 hour.
– Non-critical issues: response within 4 business hours.
Resolution times depend on the nature of the issue and factors outside Precept IT’s control. These targets are performance objectives only and not service guarantees.
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
Unless otherwise stated, services are provided on a 12-month basis and automatically renew for successive 12-month terms. Clients may terminate annual services by giving at least 30 days’ written notice prior to the renewal date.
Monthly services (if agreed at the outset) may be cancelled or modified before the start of the next billing cycle.
In cases of material breach by Precept IT, the Client may terminate affected services with 30 days’ written notice if the breach is not remedied. Any prepaid fees for unused service periods will be refunded on a pro-rata basis.
Where a separate signed agreement exists, its termination provisions shall apply and override this section. Any prepaid fees for unused service periods will be refunded on a pro-rata basis.
Termination must apply to the full scope of the contracted services; Clients may not partially terminate individual elements unless expressly agreed in writing.
Where a separate signed agreement exists, its termination provisions shall apply and override this section.
9. Payment and Billing
Services are billed monthly or annually in advance, based on the agreed service start date. Precept IT reserves the right to suspend or restrict services where payment is late or outstanding. Interest on overdue invoices may be charged in accordance with the EU Directive on Late Payments.
10. Microsoft Services Subscription Terms
10.1 Subscription Models: Microsoft services are provided on either annual or monthly subscription terms, as selected by the Client at the start of service. Annual terms offer price stability; monthly terms are subject to a 20% surcharge.
10.2 Price Adjustments: Subscription fees may be adjusted in line with Microsoft’s published rates.
10.3 Renewal and Cancellation: Annual subscriptions automatically renew unless terminated with 30 days’ written notice before renewal. Monthly subscriptions renew each month and can be cancelled only at the end of the term.
Where a separate signed contract exists, its terms prevail over this section.
11. Data Privacy and Security
Precept IT complies with the UK GDPR and the EU GDPR (where applicable) in its role as a data processor. The Client remains the data controller and is responsible for ensuring lawful instructions for the processing of personal data.
Precept IT will implement appropriate technical and organisational measures to protect personal data and will process such data only in accordance with the Client’s documented instructions.
12. Client Responsibilities
Clients must maintain valid software licences, provide accurate information, and promptly notify Precept IT of any changes in requirements. Clients remain responsible for their own business data, backups, and compliance with applicable laws.
13. Miscellaneous
These Terms are governed by the laws of Northern Ireland and disputes shall be subject to the exclusive jurisdiction of the Northern Ireland courts, except where a separate signed agreement specifies a different governing law or jurisdiction, in which case that agreement prevails.
No variation of these Terms shall be effective unless made in writing and signed by a duly authorised representative of Precept IT. No variation of these Terms shall be effective unless made in writing and signed by a duly authorised representative of Precept IT.
No terms or conditions of the Client, whether set out in purchase orders or otherwise, shall apply unless expressly agreed in writing by Precept IT.
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 may amend these Terms from time to time by publishing an updated version on its website. Clients will be notified at least 30 days in advance of any material changes. If a Client does not accept the changes, its sole remedy is to terminate the affected services at the end of the current billing term. These Terms cannot override or amend the terms of any separate signed agreement, which shall prevail in the event of conflict.
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
