Terms of Business

1. Business Details

WITS is the trading name of WilliamsITSolutions Ltd, a company registered in England & Wales. Company No. 16730465.

Registered office: 6 Shakespeare Close, Newport Pagnell MK16 8RY. This is a correspondence address only — support is provided remotely or at the customer’s location, and there are no customer-facing premises.

WITS provides IT support and technology services for home users, small businesses, and organisations.

2. Scope of Work

Before work begins, WITS will confirm the expected scope, price, and intended outcome wherever practical.

For one-off support, the scope may be agreed by email, booking request, message, or verbal confirmation.

For larger work, migrations, data recovery, project work, or ongoing support, a written summary or Statement of Work may be provided.

For ongoing-support customers, normal-priority requests have a target initial response within three business days. This is not a guaranteed resolution time. Urgent issues are assessed separately according to impact and availability.

Unless an agreed service schedule states otherwise, ongoing support may be ended with one month's notice. Applicable statutory cancellation rights are not restricted by this notice provision.

Work outside the agreed scope may require a revised quote or additional charges.

3. Payment Terms

For one-off support, payment is due on completion of the work unless agreed otherwise.

Payment timing for larger projects or fixed-price work will be confirmed in writing before work starts.

There is no universal project-deposit percentage. Each project quote states any deposit, payment stages and final-payment point; final payment is normally due on completion unless the quote says otherwise.

Home customers new to WITS may pay the first hour in advance at the published home rate for the agreed route. Before work starts, WITS records in writing the problem and what a successful outcome looks like, in the customer’s own words. If that outcome is achieved within the hour, the advance payment is applied to the first hour of the invoice and no further charge arises for that hour. If it is not achieved within the hour, the advance payment is refunded in full. Work beyond one hour is agreed with the customer before it is carried out and charged at the published rate. The customer may cancel before work starts and receive a full refund. Statutory cancellation rights are not affected.

Quotes are normally valid for 30 days. Supplier, hardware and licence prices may change before an order is placed, so any affected total will be reconfirmed before purchase.

Invoices should be paid by the due date shown on the invoice.

Card payments are accepted through Stripe. WITS does not add a fee for paying by card.

Business and charity customers may buy a five-hour remote-support block at the published price. Time is deducted in 30-minute increments, expires six months after purchase and does not renew automatically; the usual one-hour minimum does not apply to block usage. Projects, migrations, onsite work, hardware and licences are excluded. Remote support beyond the five-hour balance is charged at the applicable published rate.

Any cancellation or refund of prepaid support will be handled in accordance with the agreed scope and applicable statutory rights.

Published hourly support rates apply to the relevant support route. The published onsite rate applies within Milton Keynes. Visits outside Milton Keynes, and any material parking or congestion costs, are agreed before the booking is confirmed.

Larger projects, migrations, third-party costs, and separately scoped work are confirmed before work starts.

WITS is not currently VAT registered, so VAT is not added to the published prices.

4. Minimum Charges

Remote and onsite support are subject to a minimum charge of one hour unless agreed otherwise.

After the one-hour minimum, additional time is billed in 30-minute increments.

Planned evening or weekend work is available by prior arrangement at the normal published rate. This does not provide a 24/7 helpdesk, guaranteed emergency response, or unrestricted out-of-hours availability.

5. Cancellations and Missed Appointments

If a customer needs to cancel or rearrange an appointment, they should give as much notice as possible.

WITS does not charge a late-cancellation, rescheduling or missed-appointment fee. If there is more than one occurrence, WITS may require prepayment before accepting a future booking and will explain that requirement before confirmation.

6. Late Payment

WITS reserves the right to charge statutory interest and reasonable recovery costs on overdue business invoices in line with UK late payment rules.

Services may be paused where invoices remain unpaid.

7. Customer Responsibilities

Customers are responsible for:

• Providing accurate information
• Ensuring they have permission to request work on systems or accounts
• Keeping passwords and access details secure
• Maintaining suitable backups of important data
• Making WITS aware of any known faults, risks, or business-critical systems before work starts
• Only uploading files they own or are authorised to provide
• Removing passwords, recovery keys and unrelated sensitive information before uploading
• Not intentionally supplying malware, unlawful material or files unrelated to the support request

WITS may reject unsupported, unsafe or unnecessary files. File-type and content checks reduce risk but do not guarantee that an uploaded file is free from malware.

8. Data Loss and Backups

WITS will take reasonable care when working on devices, systems, and data.

However, technology work can carry risk, especially where hardware, software, accounts, or storage media are already faulty or unstable.

Customers remain responsible for maintaining backups of important data.

WITS is not responsible for pre-existing faults, hardware failure, third-party service failure, or data loss unless caused directly by WITS negligence.

9. Liability

WITS aims to provide services with reasonable care and skill.

To the fullest extent permitted by law, WITS' liability for any claim is limited to the amount paid by the customer for the specific work giving rise to the claim.

Nothing in these terms limits liability where it would be unlawful to do so.

10. Remote Support

This section covers an attended remote-support session. Persistent managed-device agents are covered separately below.

Remote support is only carried out with the customer's permission.

Customers remain in control of their device and may end the remote session at any time.

Customers should only share remote support access details when speaking directly with WITS.

11. Managed Device Services

The published WITS TRMM charge is monthly: £40 for the first enrolled Windows device, £55 for the first enrolled Mac and £10 for each additional enrolled device. WITS confirms the total for a mixed Windows and Mac estate before setup.

A managed monitoring or patching agent remains installed on an agreed device until it is removed or the service ends. WITS will confirm the selected tool, supported devices, information reported, administrative functions, alert handling, patch and restart arrangements, price, billing period, service term and exit process in a service schedule before installation.

The customer must have authority to enrol each device and must give its staff or other users any notices required for the monitoring and administrative access involved. The customer must also maintain suitable backups and identify devices or applications where an update or restart could cause unusual risk.

Remote control, command, file or script functions are not permission for unrelated access. Any use must be limited to the agreed service and authorised support purpose. The agent may be used as the remote route for routine or agreed urgent support, subject to Harrison’s availability.

Standard WITS monitoring is not employee-productivity monitoring or continuous human surveillance. WITS does not provide a 24/7 helpdesk, security operations centre or guaranteed emergency response.

Patching depends on the operating system, selected tool, supplier support and device condition. Some updates require restarts or manual work, and not every update can be installed automatically or successfully. Monitoring, patching and security software reduce risk but cannot guarantee that every fault, vulnerability or incident will be detected or prevented.

When the managed service ends, WITS and the customer will follow the agreed process to revoke WITS access, remove the agent and deal with retained service records. Remediation work, ESET or other licences, and support time are included only when the service schedule says so.

12. Data Protection and Confidentiality

WITS will handle customer information confidentially and responsibly.

Customer data will only be used for providing support, managing enquiries, carrying out agreed work, and maintaining business records.

WITS follows GDPR-aware practices and will not intentionally share customer data with third parties unless required to provide the agreed service, comply with the law, or protect legitimate business interests.

13. Third-Party Services

Some work may involve third-party platforms, software providers, hosting companies, Microsoft services, recovery partners, or other suppliers.

Hardware, licences and third-party services are quoted for approval before WITS orders them. The quoted total may include a WITS margin. Ownership, supplier terms and any product-specific return arrangements are confirmed with the order.

Where WITS resells and manages a security licence through a supplier portal, the product, licence term, management/support scope, renewal and total price will be confirmed before the service starts.

WITS is not responsible for outages, delays, pricing changes, account restrictions, or service failures caused by third-party providers.

14. Data Recovery

Data recovery outcomes cannot be guaranteed.

Where data recovery is requested, assessment and recovery options will be explained before work proceeds wherever practical.

Charges may depend on device type, fault, complexity, and whether recovery is approved.

15. Changes to These Terms

WITS may update these Terms of Business from time to time.

The version published on the website at the time work is agreed will normally apply unless otherwise agreed in writing.