Application

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These Terms and Conditions shall apply to the provision of IT Services by Cache4 IT Solutions Limited ("the Provider") to the Client. In the event of conflict between these Terms and Conditions and any other terms (of the Client or otherwise), these Terms shall prevail unless expressly agreed otherwise in writing by the Provider.

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Definitions and Interpretation

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In these Terms and Conditions, unless the context otherwise requires:

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• “Agreement” means the separate IT Service Agreement entered into by the Client and the Provider to which these Terms and Conditions apply.

• “Business Day” means any day (other than Saturday and Sunday) on which ordinary banks are open for business in England.

• “Commencement Date” means the date on which the Services begin, as set out in the Agreement.

• “Client” means the client detailed in the Agreement.

• “Equipment” means any equipment listed in the Agreement, including additional equipment supplied by the Provider.

• “Fees” means the Provider’s charges under the Agreement.

• “Provider” means Cache4 IT Solutions Limited, registered in England & Wales under company number 09456480, with a registered address at Unit 7 Cooper Way, Parkhouse, Carlisle, CA3 0JG.

• “Services” means the services provided by the Provider as set out in the Agreement.

• “Software” means any programs, applications, instructions, or similar installed or operative on the Client’s systems.

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Unless the context otherwise requires:

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• References to writing include electronic communication.

• Singular terms include the plural and vice versa.

• References to a Party include that Party’s successors and assigns.

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Scope of Work

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The Provider shall provide the Services detailed in the Agreement with reasonable care and skill.

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Additional services outside the Agreement will be separately agreed upon and invoiced accordingly.

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Price

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The Client agrees to pay the Fees in accordance with Clause 6 and the Agreement.

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The Provider may recover reasonable incidental expenses for materials and third-party goods/services provided in connection with the Services.

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Additional services not specified in the Agreement will be charged at standard rates or as otherwise agreed.

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All sums are exclusive of VAT or other applicable taxes.

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Pricing Adjustments

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Renewal pricing may include a minimum 5% increase, subject to partner pricing changes and inflation. If supplier costs significantly increase, the Provider reserves the right to adjust pricing with at least 30 days’ written notice.

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Payment

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Project Work & Hardware

Full payment is required in advance before any project work begins or hardware is ordered.

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IT Support, Phone, and Broadband

Billed monthly in advance. The first invoice includes:

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• A pro-rated amount for the partial month, plus

• The next full month in advance.

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Future Payments

Collected on the 21st of each month in advance.

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Payment Methods

Direct Debit, Standing Order, credit card, or BACS transfer as specified.

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Late payments will incur interest at 4% above the Bank of England base rate.

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Contract Term and Renewals

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Unless otherwise specified, all services have a minimum term of 12 months.

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Contracts automatically renew on a rolling 12-month basis unless 60 days’ written notice is given.

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Renewal terms and pricing will be shared at least 30 days before renewal. A minimum 5% price increase may apply.

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Service Levels and Monitoring

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The Provider monitors systems 24/7 and responds during office hours only (8:30 AM – 5:30 PM, Monday to Friday).

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Response times:

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• Critical: 1 hour

• High priority: 4 hours

• Standard: 8 hours

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Out-of-hours support is only available if agreed separately and may incur additional charges.

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On-site visits may incur additional fees.

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Client Responsibilities

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The Client is responsible for ensuring data is properly backed up.

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The Provider is not liable for data loss unless explicitly stated in the Agreement.

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Confidentiality

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Both Parties agree to keep all shared information confidential unless required by law.

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Cybersecurity and Incident Response

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The Provider implements security measures including monitoring, firewalls, and antivirus protection.

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In case of a breach:

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• Client will be notified within 4 hours

• The Provider will assist in mitigation and recovery

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The Client must follow security policies and report suspicious activity.

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Notices

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Notices must be sent via email, post, or courier.

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Deemed received:

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• Courier/registered mail: upon delivery

• Email: upon transmission with confirmation

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Law and Jurisdiction

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These Terms are governed by the laws of England and Wales.

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Data Protection and Privacy

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The Provider complies with GDPR and applies appropriate security measures.

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The Provider acts as a data processor where applicable and can provide a Data Processing Agreement upon request.

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Call recording practices are covered in the Privacy Policy.

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Cloud Services and Licensing

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Cloud services depend on third-party providers’ terms.

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The Provider ensures licensing compliance for software it procures.

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The Client is responsible for any independently purchased software licensing issues.

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Remote Access and Support

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Support is provided remotely where possible.

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The Client must provide remote access and stable internet connection.

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On-site visits may incur additional charges.

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Sustainability

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The Provider aims to reduce environmental impact through recycling and energy-efficient practices.

The Client is encouraged to participate in hardware recycling where applicable.