These Terms and Conditions (“Terms”) govern the provision of IT services by PC Rescue Ltd. (“we”, “us”, “our”) to you, the client (“you”, “your”), as referenced in your signed agreement or service contract.
By entering into an agreement with us, you agree to be bound by these Terms.
1. Scope of Services
Our IT services are grouped into clear categories. Your support package name on your agreement corresponds to one or more of these service types.
1.1 Remote Monitoring & Management (RMM)
Included in Responsive, Preventative & Comprehensive packages
Description:
RMM is a proactive IT service that continuously monitors your devices and systems for performance, security, and operational issues. Using specialised software agents installed on your devices, we can detect problems early, automate routine maintenance tasks like patching, and respond quickly to alerts — often before you even notice an issue.
Typical Examples:
- Automated monitoring of device health and system performance
- Scheduled operating system and software updates
- Alerting on security threats, malware detection, or hardware faults
- Running automated scripts to fix common issues
- Tracking hardware and software assets including licence expiries
- Generating reports on system status and compliance
- Ensuring backups are running as scheduled
Exclusions:
- Support for devices without RMM agents installed or configured
- Handling problems caused by third-party software outside the scope of monitoring
- Major system upgrades or migrations beyond routine patching
1.2 Advanced Asset Tracking
Included in Responsive, Preventative & Comprehensive packages
Description:
Advanced Asset Tracking involves monitoring and logging your IT hardware and software assets to provide a clear overview of your technology environment. This helps in proactive management, lifecycle planning, and ensuring compliance with licensing requirements.
Typical Examples:
- Keeping an up-to-date inventory of devices and software
- Tracking hardware end-of-life and warranty expiry dates
- Monitoring software licence usage and renewal dates
- Generating reports to identify outdated or underused assets
- Providing recommendations for upgrades or replacements
Exclusions:
- Physical asset storage or handling
- Management of assets not registered within our monitoring system
- Asset disposal services
- Tracking assets outside the scope of your support agreement
1.3 Credential Storage & Documentation
Included in Responsive, Preventative & Comprehensive packages
Description:
This service provides secure storage and management of your critical system credentials, documentation, and configurations. It ensures authorised personnel can access necessary information quickly and safely when required, reducing downtime and improving incident response.
Typical Examples:
- Securely storing passwords, encryption keys, and system login details
- Maintaining up-to-date network diagrams and configuration documents
- Keeping a record of software licences, warranty details, and hardware inventories
Exclusions:
- Storing personal or non-business related credentials
- Responsibility for credential management of undisclosed systems or accounts
- Documentation creation or updates unrelated to supported systems
- Physical document storage or handling
1.4 IT Policy Pack
Included in Preventative & Comprehensive packages, also available on-demand
Description:
The IT Policy Pack provides a standardised set of IT policy templates designed specifically for small businesses. These templates cover areas such as data protection, acceptable use, and remote working, helping you establish basic governance around your IT environment.
Typical Examples:
- Data protection and privacy policies
- Acceptable use policies for IT equipment and internet access
- Remote work and bring-your-own-device (BYOD) guidelines
- Security awareness and incident response policies
Important Disclaimer: These templates are provided as a starting point and do not constitute legal advice. We are not responsible for the use, suitability, or effectiveness of these policies in your specific business context. It is strongly recommended you seek professional legal advice before adopting or enforcing any policy.
1.5 Remote Support
Included in Preventative & Comprehensive packages, also available on-demand
Description
Remote Support is IT assistance provided without the need for a technician to be physically present on-site. Using secure remote access tools, telephone, or email, we can diagnose issues, guide you through fixes, perform software updates, and manage configurations from a distance. This keeps downtime minimal and speeds up resolution times.
Typical Examples
- Helping you remotely install or update software
- Troubleshooting connectivity issues on your workstation
- Walking you through signing in or setting up Microsoft 365 apps over the phone
- Assisting with email app configurations
- Diagnosing performance problems and applying fixes
- Performing remote backups and system scans
- Providing guidance on IT best practices
Exclusions
- Help with unsupported or end-of-life software/hardware
- Training sessions extending beyond basic guidance or quick walk-throughs
Important Disclaimer: In order to remotely view and control your screen, we will need to install software to your computer. For support plan customers, this will be in the form of an unnattended remote access software but you may also request a software which will self-destruct so that we can’t log into your computer without you knowing.
1.6 Managed Antivirus
Included in Preventative & Comprehensive packages, also available on-demand
Description:
Managed Antivirus is a service where we provide, configure, and maintain business-grade antivirus and anti-malware software on your devices. This helps protect your systems from viruses, malware, ransomware, and other cyber threats, ensuring your IT environment remains secure.
Typical Examples:
- Installation and configuration of antivirus software on covered devices
- Regular automatic updates of virus definitions and software patches
- Monitoring antivirus status and alerts for potential infections
- Responding to detected threats by quarantining or removing malware
- Providing reports on antivirus coverage and security status
Exclusions:
- Removal of malware caused by deliberate or negligent user actions
- Protection of unsupported or unmanaged devices
- Remediation of infections caused by third-party software conflicts
- Cybersecurity beyond antivirus (e.g., firewall management, intrusion detection) unless separately agreed
1.7 Managed Endpoint Detection & Response (EDR)
Only included with Comprehensive plans
Description:
Managed EDR is an advanced cybersecurity service that continuously monitors endpoints (devices) to detect, investigate, and respond to sophisticated threats in real time. Unlike traditional antivirus, EDR uses behavioural analysis and threat intelligence to identify suspicious activities and automate responses to contain breaches quickly.
Typical Examples:
- Continuous monitoring of device activity for anomalies and threats
- Automated threat detection using behavioural analytics
- Rapid isolation or remediation of compromised devices
- Threat hunting and investigation by security specialists
- Generating detailed security reports and incident alerts
Exclusions:
- Protection of devices not enrolled or managed within the EDR system
- Remediation of security breaches caused by user negligence or policy violations
- Incident response requiring physical intervention or forensic analysis beyond scope
1.8 Provision of Hardware & Software
Available to everyone
Description:
We supply business-class hardware and one-off software licences tailored to your needs, ensuring compatibility and reliable performance within your IT environment. All hardware and software supplied by us come with a 12-month warranty period for your peace of mind.
Discount: Customers with a Comprehensive support plan are eligible for a 5% discount on all hardware and one-off software licence purchases supplied by us.
Typical Examples:
- Laptops, desktops, servers, and peripherals with warranty coverage
- One-off software licence purchases such as operating systems and productivity suites
- Antivirus and backup solution licences purchased outright
- Volume or bulk purchase discounts where applicable
Exclusions:
- Discounts and warranty do not apply to subscription-based or recurring software licences
- Discounts do not apply to hardware or software purchased independently by the client
- Offers are subject to supplier availability and may change without notice
- No obligation to purchase hardware or software through us to receive support services
1.9 Cyber Essentials Auditing & Compliance
Only included with Comprehensive plans
Description:
We provide support to help your organisation prepare for and maintain Cyber Essentials certification, a UK government-backed scheme that sets out basic security controls to protect against common cyber threats. Our service includes guidance on requirements, gap analysis, and assistance with the application process.
Typical Examples:
- Reviewing your current IT security policies and practices
- Identifying gaps against Cyber Essentials standards
- Advising on remediation steps to meet certification criteria
- Helping complete and submit the Cyber Essentials application
- Ongoing support to maintain compliance and prepare for renewal audits
Exclusions:
- We do not guarantee certification outcome
- Certification fees and external audit costs are not included
1.10 Workstation & Server Backups
Included with Comprehensive plans, also available on-demand
Description:
We provide cloud-based backup solutions to protect your critical workstation and server data. Backups are scheduled regularly to ensure your data is safe and recoverable in the event of hardware failure, accidental deletion, or cyber incidents like ransomware.
Typical Examples:
- Regular automatic backups of selected workstations and servers
- Secure offsite storage of backup data
- Regular backup integrity checks
- Assistance with data restoration following data loss events
Exclusions:
- Backup of unsupported or unmanaged devices
- Restoration of data lost due to client negligence or failure to follow recommended backup procedures
- Recovery of data beyond the scope or retention period of the backup system in place
1.11 Due Diligence Questionnaires
Only included with Comprehensive plans
Description:
We assist with completing IT-related due diligence questionnaires that your customers, partners, or insurers may require. This helps demonstrate your organisation’s IT security posture and compliance with industry standards.
Typical Examples:
- Providing information on IT policies, security measures, and procedures
- Supplying details about support arrangements and cybersecurity controls
- Assisting in gathering evidence for audit or compliance purposes
- Reviewing questionnaires for accuracy and completeness
Exclusions:
- Responsibility for the final accuracy and completeness of submitted questionnaires lies with you
- Legal or regulatory advice related to due diligence is not provided
1.12 Regular Business Technology Reviews
Description:
We conduct regular review meetins with you. We’ll talk about your IT infrastructure and strategy to ensure your technology aligns with your business goals and adapts to changing needs. These reviews help identify risks, optimise performance, and plan for future growth.
Typical Examples:
- Annual Business Reviews (ABRs) included with Responsive support plans
- Quarterly Business Reviews (QBRs) included with Preventative and Comprehensive support plans
- Assessment of IT performance, security posture, and upcoming technology needs
- Recommendations for improvements, upgrades, or policy adjustments
- Discussion of upcoming projects, budget planning, and risk management
Exclusions:
- Implementation of recommended changes or projects is not included unless separately agreed or included in your plan.
- Reviews do not guarantee business outcomes or prevent all IT issues
1.13 Microsoft 365 and Google Workspace Management
Description:
We provide support and management for your cloud productivity environments, including Microsoft 365 and Google Workspace. Our service helps you maximise productivity and maintain security across email, storage, and collaboration platforms.
Typical Examples:
- User account setup, licensing, and permissions management
- Assistance with Exchange Online, Teams, OneDrive, SharePoint (Microsoft 365)
- Guidance on best practices for collaboration, security settings, and compliance
- Monitoring service health and responding to incidents
Exclusions:
- Remote control of computers or phones to configure applications or resolve issues unless included in your support plan
- Mobile Device Management (MDM) or Intune device management (unless separately contracted)
- Custom application development or complex integration work
- Data migration or major tenant configuration changes beyond routine support
1.14 Add-Ons and Extras
Available upon request, may incur additional charges
Description:
In addition to our standard support packages, we offer a range of optional services and subscriptions to enhance your IT security and efficiency. These add-ons are available upon request and may incur additional charges.
Typical Examples:
- Email spam filtering and advanced threat protection
- End-user computer competency or security awareness training
- Mobile Device Management (MDM) solutions
- Additional backup or disaster recovery options
- Custom IT consulting, project work, or bespoke software development
Exclusions:
- Add-ons are not included in standard support packages unless explicitly stated
- Additional charges apply and will be detailed prior to commencement
- Availability of some services may be subject to supplier terms and conditions
2. Service Hours and Response Times
- Standard Support Hours: Monday to Friday, 9am to 5pm (excluding UK public holidays).
- Out-of-Hours Support: Available by prior agreement and may incur additional charges.
- Response Times: We aim to respond to all requests promptly, with priority given based on impact and urgency.
3. Client Responsibilities
You agree to:
- Provide us with reasonable access to systems and personnel where necessary.
- Maintain accurate contact details and keep us informed of changes to your organisation or requirements.
- Follow our recommendations and IT best practices where reasonably possible.
- Ensure you have appropriate licenses for all software not supplied by us.
4. Data Protection and Confidentiality
We are committed to protecting your data and complying with the UK GDPR and Data Protection Act 2018. Data processed in the course of providing our services will be handled in accordance with our Privacy Policy.
All confidential information shared between parties will be kept strictly confidential and only disclosed as required by law or with your written consent.
5. Security and Access
Where we provide remote access, backups, antivirus, or security tools:
- You remain responsible for the physical and administrative security of your devices and accounts.
- We are not liable for breaches or data loss arising from client misconfiguration, third-party software flaws, or ignored recommendations unless directly caused by our proven negligence.
6. Limitations of Liability
Our liability is limited to the value of three months’ fees paid under the relevant service agreement. We are not liable for:
- Indirect or consequential losses.
- Business interruption, loss of data, or loss of profit unless directly caused by our negligence.
- Failures of third-party services or suppliers (e.g., broadband providers, cloud platforms).
Nothing in these Terms shall limit or exclude liability for death or personal injury caused by negligence, or for fraud.
7. Service Exclusions
Unless expressly stated in your agreement, our service does not cover:
- On-site support visits (unless included or billed separately).
- Work or advice relating to unsupported or end-of-life hardware and software.
- Remediation of pre-existing issues prior to signing unless agreed.
- Development/design/consulting on websites or bespoke applications.
8. Changes to Terms
These Terms may be updated from time to time. Any material changes will be notified to you in writing. Your continued use of our services after such notice constitutes acceptance of the updated Terms.
9. Termination
Termination rights are governed by the contract or service agreement. Generally, either party may terminate with 30 days’ written notice unless otherwise agreed. Early termination charges may apply where a minimum term is in place.
10. Governing Law
These Terms shall be governed by and construed in accordance with the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the English courts.
11. Non-Payment and Suspension of Services
11.1 Payment Terms: All invoices are payable within 30 days of the issue date unless otherwise agreed in writing.
11.2 Late Payment: If payment is not received by the due date:
- An attempt will be made by us to contact you to inform you of the overdue invoice(s)
- A second attempt may optionally be made to remind you of the overdue invoice(s).
- At our discretion, late payment interest may be charged in accordance with the Late Payment of Commercial Debts (Interest) Act 1998, currently 8% above the Bank of England base rate, plus a fixed fee.
11.3 Service Suspension:
If payment is not received within 30 days of the invoice due date, we reserve the right to suspend all services without further notice.
11.4 Cancellation for Continued Non-Payment:
If payment remains outstanding after 30 days, the contract may be terminated in full, and your data or services (including, but not limited to, backup sets, software licences, or remote management access) may be permanently deleted or revoked. We will not be held liable for any loss resulting from this action.
11.5 Reinstatement Fees:
Should services be suspended and later reinstated at our discretion, an administration fee of up to £500 may be charged, plus payment of all outstanding balances in full.
11.6 Third-Party Software Licences:
We may revoke or transfer any third-party licences provided under this agreement upon suspension or termination. Continued use of these services without payment may breach licence terms and could result in legal action from the vendor.
12. Support Requests and Communications
12.1 Submitting Support Requests:
All IT support requests must be submitted via one of the following methods:
- Email: [email protected]
- Phone: 01452 234047 (during standard support hours only)
Requests sent to other email addresses or platforms (e.g., WhatsApp, SMS, social media, personal emails) may not be monitored and will not be considered valid channels for support. We are not responsible for delays resulting from requests made via unofficial channels.
12.2 Client Portal:
Where provided, clients may also use the secure Client Portal to raise and track support requests.
12.3 Response Time Applicability:
Response times and SLAs (where applicable) only apply to requests submitted via the official support channels listed above.
13. Contract Term and Renewal
13.1 Minimum Term:
All service agreements are subject to a minimum term of 12 months from the contract start date as stated in your agreement, unless otherwise explicitly agreed in writing.
13.2 Automatic Renewal:
Unless cancelled in accordance with Clause 14.3 below, the contract will automatically renew for a further 12-month term at the end of each minimum term.
13.3 Cancellation:
You may cancel the agreement:
- By providing at least 30 days’ written notice prior to the expiry of the current term; or
- At any time by paying the remaining balance of the current 12-month term in full.
13.4 Pro-Rata Billing:
Where services or licences are added mid-term, you will be billed on a pro-rata basis for the remainder of that 12-month period. These additions inherit the same renewal and cancellation terms as the primary contract.
13.5 Termination for Breach:
This clause does not affect your or our right to terminate the contract for material breach under Clause 9.
14. Other Enquiries
14.1 Billing Queries:
All billing-related queries must be sent to:
📧 [email protected]
14.2 Contract and Legal Matters:
Queries regarding service agreements, contracts, or terms should be directed to:
📧 [email protected]
14.3 Escalations and Complaints:
In the event of a service issue or dispute, you may escalate by emailing:
📧[email protected] (or another dedicated escalation address if you prefer)