Terms and conditions.
Effective date: 6 July 2026
General Terms
1. The parties
1.1. “We”, “us”, and “our” means Gotschna Limited, a company registered in England and Wales with company number 13958570.
1.2. “You” and “your” means the business or other legal entity which has ordered equipment or services from us, or on whose behalf an authorised person has done so.
1.3. Our “website” is https://gotschna.com
2. Who we contract with
2.1. We provide equipment and services to business customers only. By ordering, you confirm that you are acting for the purposes of a trade, business, craft or profession, and not as a consumer.
2.2. We contract only with incorporated entities (such as limited companies, limited liability partnerships, and public limited companies) and trusts. We do not contract with consumers, individuals acting in a personal capacity, or unincorporated sole traders.
2.3. You warrant that the statements in clauses 2.1 and 2.2 are true, and you agree that we may rely on them. If they are not true, we may suspend or terminate the services.
3. Our agreement with you
3.1. If you order equipment or services from us, your order, and your use of our services, is subject to these general terms and all applicable schedules. Schedules supplement these general terms. These, together, form our agreement with you.
3.2. These terms, and the applicable schedules, apply to the exclusion of any terms you supply us, or which accompany or are referenced in or linked from any purchase order or communication you send us. They supersede all previous negotiations, understandings and representations. If you do not agree to this, you do not have the authority to access our services or systems.
3.3. If there is any conflict, the following order of precedence applies:
3.3.1. Order form or quote
3.3.2. Applicable schedule
3.3.3. These general terms
3.3.4. Policies
3.4. This agreement is governed by English law.
3.5. Any provision of this agreement which refers to a charge or fee which we may levy on you confers an obligation on you to pay those charges or fees.
3.6. Defined terms used in these general terms have the meaning given in clause 19 (Definitions) or in the applicable schedule.
4. Your general obligations
4.1. You must:
4.1.1. Tell us if you are a small business customer or a communications provider as defined by Ofcom's General Conditions of Entitlement, and notify us promptly if your status changes;
4.1.2. Behave at all times politely and professionally towards us and our staff;
4.1.3. Maintain such backups, disaster recovery, and resiliency plans as are appropriate to your situation;
4.1.4. Comply with all applicable law; and
4.1.5. Ensure that your users (and anyone else who may use the equipment or services) comply with all the obligations under this agreement which are imposed on you (except for obligations to pay). You are liable to us for their breach or non-compliance.
4.2. You warrant that you have the full power and authority to enter into this agreement.
4.3. You agree that any breach of this clause 4 is a material breach of this agreement.
5. Technical support and fixing faults
5.1. For as long as you are a customer, and provided that you are up to date with all payments to us, we will provide you with reasonable technical support, during our normal working hours, for our services or equipment we have sold to you.
5.2. Technical support (as described in clause 5.1) is what we provide under this agreement. General account management, advice, or hand-holding beyond that is not a contractual service level unless we have agreed one in writing, and we do not pay compensation for it.
5.3. We may help you with the configuration of your services or equipment, but you are responsible for, and are liable for, ensuring that any configuration is suitable for your purposes and is appropriately secure.
5.4. You must promptly provide all reasonable assistance to our staff (and, where applicable, our suppliers’ staff) when they are attempting to diagnose or fix problems with your services or equipment. If you do not do this, the fault repair process pauses.
6. Information security
6.1. We implement commercially reasonable technical and organisational measures to protect our systems.
6.2. You acknowledge that no system is completely secure.
6.3. You are responsible for securing your own networks, devices, credentials, and user accounts, unless we have expressly agreed in writing to provide a managed security service (see the Cyber Security schedule).
7. Backups
7.1. Unless we have expressly agreed in writing to provide backup or disaster recovery services, you are responsible for maintaining backups of your data.
7.2. Where we provide backup services, they are governed by the Backup and Business Continuity schedule.
8. Pricing
8.1. Unless otherwise stated, prices exclude VAT.
8.2. We will verify pricing when processing your order and before we take payment. If we have made a mistake and a price is higher than the price we have stated, we may either contact you to confirm if you want to proceed at the correct price or cancel your order. If the correct price is lower than our stated price, we will charge the lower amount.
9. Payments and invoicing
9.1. You must read any invoices we issue you, and notify us of any error within 14 days of the invoice date. You must identify the disputed charges, explain why they are in dispute, and provide any relevant supporting documentation. After that time, you agree that you will not bring any dispute or claim relating to an incorrect invoice, except for manifest error. You must still pay any undisputed part of the invoice in accordance with this agreement. On receipt of a notification of dispute, we will contact you, and you must work reasonably with us to resolve the dispute.
9.2. Unless we agree otherwise, you must pay our invoices in full immediately on issue. We will allow 5 working days from the invoice date for your payment to arrive.
9.3. If we extend your credit terms, you must ensure that we receive your payment for the invoice amount within the credit period. We may withdraw or change credit terms for future invoices on notice to you. Each invoice shows the due date for payment.
9.4. If, for any reason, we do not receive your payment in full by the due date, we may do any or all of the following:
9.4.1. send you reminders by email and post, or contact you by phone or other communications channel, at regular intervals. We may charge you an admin fee for each reminder, by way of liquidated damages;
9.4.2. charge you penalties and interest as specified in the Late Payment of Commercial Debts (Interest) Act 1998; and
9.4.3. charge you our reasonable costs and expenses (including legal costs) for seeking payment of the overdue amount.
9.5. If any payment you make to us is later cancelled, reversed, charged back, or recalled, you remain liable for the amount due, and we may re-invoice you for it together with any charges we incur as a result. Nothing in this clause affects any rights you have under the Direct Debit Guarantee.
10. Overpayments and credit balances
10.1. If you send us money that you do not owe us, such as an overpayment or a payment when there are no outstanding invoices, we will hold this as money on your account. You can ask for that money back at any time and you agree that that money is not an advance payment in respect of specific future equipment or services. We do not pay interest on this money. If we invoice you for any equipment and services then we will, at that point in time, apply this money towards paying that invoice.
10.2. If we ask for a deposit with your order and you pay it, this is placed on your account as an advance payment. If the order cannot be completed and your deposit is refundable, we will return it to you promptly following your request, less any amounts you owe us.
10.3. If you have a credit balance for a period of 6 years and we have not received from you a request for the return of that balance, we will write off the balance.
11. Varying this agreement
11.1. We can vary this agreement at any time. You cannot.
11.2. Clauses 11.3 - 11.4 apply to:
11.2.1. all variations to the agreement;
11.2.2. all variations to the services; and
11.2.3. increases in price relating to services which you are buying from us on a recurring basis, and not to (a) variations in "list prices", such as the prices for calls, which we will notify you of, and (b) increases which are limited to us passing on an amount equal to any increase in the rate of Value Added Tax or any other directly and specifically applicable taxation charge or regulatory levy imposed by mandatory provisions laid down by government or regulatory authorities, payment of which is compulsory.
11.3. If we wish to make a variation, we will give you at least one month’s notice by email or on your invoice. If you do not accept the variation, you must notify us of your objection by following our customer complaints process. You must ensure that we receive your notice of objection within one month of our notice to you. If we do not receive your notice of objection within this time, you are deemed to have agreed to the variation.
11.4. Provided that we receive your notice of objection in accordance with clause 11.3 we will:
11.4.1. if the variation relates to price, reissue the relevant invoice using the price in effect immediately before the variation; and
11.4.2. either (at our discretion) terminate some or all of your services (with no early termination fees, but you will still need to return any equipment we have loaned you), or agree to provide the affected services at the price and on the terms in effect immediately before the variation, for the remainder of any minimum term commitment that applies to that service.
11.5. Nothing in this clause affects your right to terminate the agreement, at any time, under clause 13.1 of the services (general) schedule.
12. Intellectual property
12.1. Each party retains ownership of its pre-existing intellectual property.
12.2. We grant you a non-exclusive, perpetual, irrevocable licence to use any deliverables created specifically for you, once you have paid for them in full.
12.3. We retain ownership of all tools, templates, methodologies, scripts, and systems used to create those deliverables.
13. Indemnities
13.1. Where, in this agreement, we say that you will indemnify us from something, it means that you agree to fully indemnify and keep us fully indemnified from and against all actions, demands, costs (on a full indemnity basis), losses, penalties, damages, liability, claims and expenses (including legal fees) whatsoever incurred by us and arising from that thing.
13.2. You will indemnify us from:
13.2.1. Your breach of this agreement, non-compliance with the terms of this agreement (other than in respect of payment) by your users, and your negligence, or other act, omission or default;
13.2.2. The operation or breakdown of any equipment or software owned or used by you;
13.2.3. Any claim brought against us by any third party alleging that its intellectual property rights are infringed by the use by you of the services, equipment, or any software we provide to you; and
13.2.4. Your use or misuse of the services, equipment, or any software we provide to you.
13.3. In clauses 13.2.1 - 13.2.4, references to “you” and “your” include your users, and anyone else who makes use of the equipment or services.
14. Limits on liability
14.1. Except as expressly set out in this agreement, and to the fullest extent permitted by law, all conditions, warranties or terms which might otherwise have effect between us, or be implied or incorporated into this agreement (whether by statute, common law or otherwise), are excluded, including the implied terms as to satisfactory quality and fitness for purpose. Nothing in this clause excludes or restricts the implied term that we will provide the services with reasonable skill and care.
14.2. Neither party limits or excludes its liability to the other for personal injury or death caused by its negligence, for fraud or fraudulent misrepresentation, or for any matter for which, at law, a party cannot limit or exclude its liability.
14.3. You do not limit or exclude your liability for any indemnities in this agreement, or for sums due under it.
14.4. Subject to clauses 14.1 - 14.3, neither party shall be liable to the other for special, indirect, or consequential losses, nor for the following types of loss, whether direct, indirect, special or consequential, in each case however caused:
14.4.1. financial loss (other than in respect of sums due from you to us under this agreement), including loss of profits, earnings, business, goodwill, or business interruption;
14.4.2. expected or incidental losses; loss of expected savings; loss of sales; failure to reduce bad debt; reduction in the value of an asset; and
14.4.3. loss of, or corruption to, data, except that, where we have expressly agreed in writing to provide a backup or disaster recovery service, our liability for loss of or corruption to data caused by our failure to provide that service with reasonable skill and care is not excluded by this clause 14.4.3, and is instead subject to the limits in clause 14.6 of these general terms and clause 4.2 of the Backup and Business Continuity schedule.
14.5. You agree that the limits of liability in this agreement are fair and reasonable.
14.6. Our total aggregate liability to you arising out of or in connection with this agreement shall not exceed the total fees paid by you to us in the 12 months preceding the event giving rise to the claim.
15. Events outside reasonable control
15.1. Neither party will be liable to the other for any delay or failure in the performance of that party’s obligations caused by events outside that party’s reasonable control, but only if that party promptly notifies the other of the circumstances of the event. This clause 15.1 does not apply to your obligation to pay any sums due under this agreement.
15.2. We may notify you by email, posting an update on our website or status pages.
15.3. If the event persists for 28 days or more, the party not affected by the event may give notice to the other to terminate this agreement with effect from a date specified in the notice without penalty or other liability (except for any liability on your part to pay any sums due under this agreement).
16. Co-dependency
16.1. If we fail to do something that we are required to do under this agreement, and this directly causes you to fail to do something that you are required to do under these terms, we will not treat your failure as a breach of this agreement in those circumstances. You will treat us in the same way.
17. Notices
17.1. Any notice (except for the service of court proceedings) shall be sent to the other party’s nominated email address for service. This includes communications relating to service migration. In your case, this is the email address which you have provided to us for sending invoices.
17.2. If you want to change this email address, you must notify us and the change will take effect from the date on which we confirm that we have changed your email address.
17.3. Both parties consider that notice has been given:
17.3.1. in the case of us notifying you, one clear day after the time at which we sent the email; and
17.3.2. in the case of you notifying us, when we acknowledge receipt (by email or support ticket) or, if we do not acknowledge it, two working days after receipt at our nominated notice email address, provided you can evidence successful delivery.
17.4. Notice for the service of court proceedings shall be by a signed-for postal service which provides proof of delivery, or by courier, and such notice shall be addressed:
17.4.1. to us, addressed to the Managing Director, and sent to our registered office address; and
17.4.2. to you, to the most recent address which we have on file for you or, where no such address exists, to an address which we reasonably believe is linked with you. We may instead serve you by email if we are not reasonably able to serve notice to you by post or courier.
18. Dispute resolution procedure
18.1. Each party shall deal with any disputes or claims arising out of or in connection with this agreement or its subject matter or formation (including non-contractual disputes or claims) as follows:
18.1.1. the issue in dispute shall be referred for discussion to, in your case, the main account holder, and in our case, our support team (support@gotschna.com); and
18.1.2. if the dispute is not resolved, your general manager (or equivalent) shall discuss the dispute with our general manager.
18.2. Subject to clause 18.3, if, after exhausting the procedure set out in clause 18.1, the dispute is still not resolved, you, or we, may bring a claim before the courts of England and Wales. Each party agrees to the exclusive jurisdiction of the courts of England and Wales in respect of any claim, dispute or matter arising out of or in connection (including non-contractual claims) with this agreement.
18.3. Clauses 18.1 and 18.2 do not affect our, or your, ability to seek an injunction, or other appropriate interim relief, from the courts of England and Wales. Either party may do this without exhausting the dispute resolution procedure.
18.4. You must bring any claim within 12 months of the date on which the cause of action accrued.
18.5. Each party shall bear its own costs for this dispute resolution procedure, up to the involvement of the courts. Costs related to the involvement of the courts shall be at the court’s discretion.
18.6. You agree that the allocation of risk in this clause 18 is fair and reasonable having regard to all the circumstances.
18.7. This clause 18 does not affect any separate right of a small business customer to refer a dispute to an alternative dispute resolution scheme, where that right applies under the Small Business Customer schedule or applicable law.
19. Definitions
19.1. In this agreement, unless the context requires otherwise:
- “consumer” means an individual acting wholly or mainly outside that individual’s trade, business, craft or profession;
- “deliverables” means any output we create specifically for you under this agreement;
- “equipment” means any hardware we sell, rent, or loan to you;
- “minimum term” means any minimum commitment period stated in your order form or quote;
- “order form” means the order form, quote, or statement of work we issue or agree with you;
- “policies” means our Acceptable Use Policy, Customer Complaints Code, and any other policy we publish or notify to you;
- “services” means the services we agree to provide to you under this agreement;
- “small business customer” means a customer which is not a consumer and which has 10 or fewer individuals working for it (whether as employees, partners, workers or otherwise), as defined in Ofcom’s General Conditions of Entitlement;
- “users” means anyone you permit to use the equipment or services.
20. Miscellaneous terms
20.1. A person who is not a party to this agreement has no rights under this agreement. This includes any users you may have.
20.2. If any part of this agreement is found to be invalid or unenforceable by any court, this shall not affect the other provisions of this agreement and those provisions shall remain in full force and effect.
20.3. If a party fails to exercise a right or remedy, this failure shall not prevent that party from exercising that right or remedy subsequently for that or any other incident.
20.4. A waiver of any breach or provision of this agreement shall only be effective if made by email or in other writing.
20.5. We may assign, transfer, charge, sub-contract or deal in any other manner with any of our rights or obligations under this agreement. You may not do these things without our prior written consent.
20.6. Nothing in this agreement establishes any partnership, joint venture, or agency. You shall not hold yourself out as being an agent, partner, representative or otherwise being entitled to bind us.
20.7. Each party shall keep confidential any non-public technical or commercial information obtained from the other party in connection with this agreement, and shall not disclose it to any third party except as required by law or permitted under this agreement. This clause 20.7 shall survive termination or expiration of this agreement.
20.8. This agreement, together with the order form and applicable schedules and policies, is the entire agreement between the parties and supersedes all prior agreements, representations and understandings. Neither party has relied on any statement or representation not set out in this agreement, and neither party has any remedy in respect of any such statement or representation, except that nothing in this clause limits liability for fraud or fraudulent misrepresentation.
20.9. During the term, and for 6 months afterwards, you shall not directly or indirectly solicit for employment or engagement any of our staff who have been involved in providing the services to you. If you do employ or engage such a person in breach of this clause, you shall pay us a sum equal to 30% of that person’s gross annual salary or fees, by way of a genuine pre-estimate of our recruitment and replacement costs. General recruitment advertising not targeted at our staff is not a breach of this clause.
20.10. Each party shall comply with all applicable anti-bribery laws (including the Bribery Act 2010), shall not engage in any activity which would constitute an offence under sections 45 or 46 of the Criminal Finances Act 2017, and shall have and maintain reasonable procedures to prevent such conduct.
20.11. Each party shall comply with all applicable sanctions, export control, and trade-restriction laws. You warrant that you are not, and will not use the services on behalf of any party who is, subject to such sanctions or restrictions, and you shall not use the services in breach of them.
20.12. We may identify you as a customer, and describe at a high level the services we provide to you, in our marketing materials, website, and case studies. If you would prefer us not to, tell us and we will stop.
Schedule: Services (general)
1. Applicability
1.1. This schedule applies to all services, including the rental or loan of equipment.
2. Definitions
2.1. “Acceptable Use Policy” means our acceptable use policy, which is available on request.
2.2. “Cancelling” an order means asking us not to give effect to an order you have placed before we have made that service available to you (even if you have not yet used that service).
2.3. “Restricting” a service means that we make some parts of the service unavailable or operate at a lower speed.
2.4. “Suspending” a service means that we stop your service from working, but keep it in a state from which we can resume it quickly. Suspension does not affect your obligations under this agreement and does not terminate this agreement.
2.5. “Terminating” a service means that we stop supplying your service completely and terminate this agreement in respect of those services. At this point, you are no longer liable for further ongoing charges, but must still pay any outstanding invoices, minimum term charges and any termination charges that apply. For some services, such as domains, termination may allow others to take the domain from you. If you wish to reconnect after termination, you will have to ensure your account is up to date and pay any connection charges that apply and may have to wait for several days before service can be reconnected.
2.6. Any reference in the description of a service to a “kilobyte” is to 1000 bytes, a “megabyte” is 1000 kilobytes, a “gigabyte” is 1000 megabytes, and so on.
3. Duration
3.1. This agreement lasts:
3.1.1. in respect of services with a fixed term (as renewed or extended), until the expiration of that term; and
3.1.2. in respect of other services, until the earlier of you or we terminating it (as permitted elsewhere in this agreement).
4. Dates and times are estimates
4.1. Any date or time we communicate to you in respect of the services, including installation or activation, is an estimate.
5. Service access, suspension, and maintenance
5.1. While we will use our reasonable efforts to maintain and operate the services, we make no promises that they will always be available or functioning, nor that they will be fault-free.
5.2. We may restrict or suspend all or part of the services if, in our reasonable opinion, you fail to comply with your obligations under this agreement, or if we consider it necessary to do so:
5.2.1. to stop or mitigate any security or integrity incident, threat or vulnerability, or problem or attack affecting our network, equipment, or services (including any network, equipment, or services provided to another customer);
5.2.2. to deal with behaviour which, in our reasonable opinion, amounts to misuse of the services or breach of our Acceptable Use Policy; or
5.2.3. to comply with a legal obligation.
5.3. We will try to make available to you notice of planned maintenance activity.
6. Your obligations
6.1. You must:
6.1.1. comply with our reasonable instructions, guidelines and directions about the use of the services, including our Acceptable Use Policy;
6.1.2. co-operate with us in all matters relating to the services, and do so in a timely manner;
6.1.3. provide any information required by us accurately, comprehensively, in good faith, and in a timely manner;
6.1.4. ensure that all equipment which is used in conjunction with the services conforms to all relevant standards or approvals; and
6.1.5. keep your account credentials secret, and secure your network and equipment. If you become aware of a compromise, you must immediately change your account password(s) and other security devices and notify us.
7. On-site works and access
7.1. This clause applies where we (or our suppliers) attend your premises, or premises you control, to install, maintain, or repair equipment or services.
7.2. You must provide safe, timely and sufficient access to the premises, together with all necessary permissions, keys, security devices, codes, power, and a safe working environment that complies with health and safety law. Where the premises are not yours, you are responsible for obtaining the owner’s consent and any wayleaves required.
7.3. If a scheduled visit cannot proceed, or is materially delayed, because access, permissions, or site readiness are not in place, we may charge you a reasonable abortive-visit fee and reschedule.
7.4. We will take reasonable care at your premises. We are not responsible for making good decorative finishes, or for pre-existing defects, and any making-good is limited to reasonable reinstatement of surfaces we have directly disturbed.
8. Payments and invoicing
8.1. You must pay the fees for the services (including any fees such as setup or installation fees, excess construction charges, fees associated with Special Fault Investigations, or charges which are levied against us by a third party arising from your conduct, such as a failure to be present for a scheduled engineer appointment or faults related to your own equipment), in each case as described or notified to you, and all other sums due under this agreement.
8.2. You must comply with any payment requirements specified for the services, such as maintaining a valid Direct Debit arrangement.
8.3. For services which are billed periodically, unless otherwise agreed, payment is due on the first day of each new period, for that next period’s services.
8.4. We may also charge you at other times:
8.4.1. for one-off charges, equipment or other services; and
8.4.2. for usage-based services, based on your usage.
8.5. If, for any reason, we do not receive your payment in full by the due date, in addition to the remedies available to us under clause 9.4 of the general terms, we may restrict or suspend the services.
8.6. If, for any reason, we do not receive your payment in full within 30 days of the due date, we may terminate this agreement or the services.
8.7. If we restrict, suspend, or terminate the services or the agreement in accordance with clauses 8.5 or 8.6 of this schedule:
8.7.1. we shall not be liable for any losses to you arising from this; and
8.7.2. in the case of termination, we are not obliged to reactivate those services. If you wish us to reactivate the services, and we are willing to do so, we will notify you of the costs associated with doing so, and you can decide at that point whether you wish to proceed.
9. Bills and records
9.1. We provide bills by email and online access. We do not normally provide printed bills. You can request a printed bill for a fee.
10. Complaints
10.1. Our Customer Complaints Code is available on request. If you wish to complain, you must follow the Customer Complaints Code.
11. Service level agreement (SLA)
11.1. Unless we agree otherwise in writing with you, we will use reasonable efforts to remedy things which go wrong. Sometimes it can take several days to rectify a fault.
11.2. If we are able to arrange a specific SLA with a third party, and you choose to purchase that SLA, we will make use of that SLA to try and fix any fault with the relevant service.
11.3. If we are provided with compensation above a nominal amount by a third party, because of its failure to fix a fault relating to your service, we will pass on that compensation to you if you ask us to. In some cases, compensation may also be passed on automatically.
12. Managed services
12.1. Unless we have expressly agreed otherwise in writing, managed services do not include project work, redesign, consultancy, or unlimited changes. Project and consultancy work is governed by the Professional Services schedule.
12.2. Managed services do not include material changes to architecture, system design, security posture, or integrations, unless we have expressly agreed otherwise in writing.
12.3. Managed services are provided on a reasonable efforts basis. We do not guarantee that any particular outcome, performance level, or business result will be achieved.
12.4. The effectiveness of managed services depends on the condition, configuration, and suitability of your systems, networks, third-party services, and information provided by you.
12.5. Managed services do not make us responsible for the consequences of decisions made by you contrary to our recommendations.
13. Termination
13.1. You may terminate this agreement at any time by notifying us.
13.2. If the service has a minimum term and you wish to terminate within that minimum term, you must pay an early termination charge.
13.3. If there is a charge for disconnecting or terminating a service, you must pay all such charges.
13.4. We may terminate this agreement immediately by notifying you if:
13.4.1. we are entitled to do so under this agreement;
13.4.2. you commit a material breach of an obligation under this agreement;
13.4.3. we reasonably suspect that you cannot, or are not required to, pay your invoices; or
13.4.4. you become, or we reasonably believe you are about to become, subject to any insolvency event, including a petition or resolution for winding-up, administration, the appointment of a receiver or administrator, a company voluntary arrangement, or any analogous event in any jurisdiction, or you cease or threaten to cease to carry on business.
13.5. We may terminate this agreement and/or any services at any time and for any reason by giving you reasonable notice of such termination. If we choose to terminate a service under this clause 13.5, we will not charge you a disconnection fee and, if you are within that service’s minimum term, we will not charge you an early termination fee.
13.6. We will refund any credit balance relating to or resulting from the services which are terminated if we receive notice from you asking for this.
13.7. Termination or expiration of this agreement or any services shall not affect any rights, obligations or liabilities of either party that have accrued before termination or that are intended to continue to have effect beyond termination or expiration.
13.8. On termination, and for up to 30 days afterwards (or longer if agreed), we will provide reasonable transition assistance to help you move to another provider, including returning your data in a commonly used format. Transition assistance beyond routine data return is chargeable at our then-current rates, and is conditional on your account being up to date.
13.9. The following clauses of this schedule shall survive termination or expiration of this schedule: 8.7, 13.6 - 13.8, and 14.
14. Limitation of liability
14.1. For breaches of this agreement by us relating to services, our total liability to you is limited to a “money back guarantee”. This is a service-specific cap that applies to those breaches instead of, and never in addition to, the general cap in clause 14.6 of the general terms. The money-back guarantee is the lesser of:
14.1.1. a pro-rata sum of the price you paid for the service(s) to which the breach relates, for the period in which we were in breach of this agreement; and
14.1.2. the amount you paid for those services for the month in which you notified us of the breach, excluding any installation, setup, fault-repair, engineer fees, or other non-recurring charges.
14.2. You agree that:
14.2.1. this limitation of liability applies to any compensation or damages awarded through any alternative dispute resolution scheme, or on any other basis;
14.2.2. you will not seek, accept, or look to recover from us any compensation or damages above this limit of liability; and
14.2.3. you will neither ask for nor accept compensation for any matter which is not a breach of this agreement.
15. Data protection
15.1. In this clause 15, “UK GDPR” and “Data Protection Act 2018” have the meanings given in the Data Protection Act 2018, and, where you are established in the EU/EEA or your processing is otherwise subject to it, “EU GDPR” means Regulation (EU) 2016/679. References to an Article are to an Article of the applicable GDPR. Capitalised terms in this clause have the meaning defined by the applicable GDPR unless otherwise defined in this agreement.
15.2. You warrant that:
15.2.1. any instructions you give us with respect to the Processing of Personal Data are lawful and will not cause us to breach any law; and
15.2.2. you have complied with, and will, for the duration of our Processing of Personal Data on your behalf, comply with, all applicable data protection laws.
15.3. Where, in the course of providing the services, you are a Controller and we are your Processor in respect of any Personal Data, the details of the Processing are set out in Annex A, and we will:
15.3.1. Process Personal Data in accordance with all applicable law;
15.3.2. Process the Personal Data only on your documented instructions as set out in this agreement (including Annex A), including with regard to transfers of Personal Data to a third country or an international organisation, unless required to do otherwise by law;
15.3.3. where we transfer Personal Data to a third country, do so only under an appropriate transfer mechanism (such as the UK International Data Transfer Agreement or Addendum, or the EU Standard Contractual Clauses);
15.3.4. unless prohibited by law, notify you if we are required by law to act other than in accordance with your instructions, or if, in our opinion, any of your instructions infringes applicable data protection law;
15.3.5. have your general authorisation to engage other Processors ("Sub-processors"), provided that we inform you of any intended addition or replacement of a Sub-processor and give you a reasonable opportunity to object. Subject to the limitations of liability in this agreement, we shall be liable for the acts and omissions of our Sub-processors, and we shall ensure that the Sub-processor contract is on terms substantially the same as, and in any case no less onerous than, this clause 15;
15.3.6. ensure that persons authorised to Process the Personal Data have committed themselves to confidentiality;
15.3.7. take all measures required pursuant to Article 32;
15.3.8. taking into account the nature of the Processing, assist you, at your cost, by appropriate technical and organisational measures, insofar as this is possible, for the fulfilment of your obligation to respond to requests for exercising the Data Subject's rights;
15.3.9. provide, at your cost, reasonable assistance on written request by you in ensuring compliance with your obligations pursuant to Articles 32 to 36, taking into account the nature of Processing and the information available to us;
15.3.10. at your choice and cost, delete or return all the Personal Data to you after the end of the provision of the services relating to the Processing, and delete existing copies unless law requires storage of the Personal Data;
15.3.11. at your cost and following written agreement as to the details, make available to you all information necessary to demonstrate compliance with the obligations laid down in Article 28, and allow for and contribute to audits, including inspections, conducted by you or another auditor mandated by you; and
15.3.12. notify you without undue delay if we become aware of a Personal Data Breach for which we are responsible.
15.4. Notwithstanding this clause 15, you are responsible for ensuring that your configuration and use of the services complies with your obligations under data protection law.
16. Varying this agreement
16.1. We will post a notification to you if we vary the functionality of a service or withdraw a service. If we withdraw a service, we will not charge you any early termination fee or disconnection charge in respect of that service.
16.2. We will update you if we increase:
16.2.1. a "list price", such as the price for making a call;
16.2.2. the price of a service (other than connectivity, telephony or mobile data SIMs); or
16.2.3. any price which is limited to us passing on an amount equal to any increase in the rate of Value Added Tax or any other directly and specifically applicable taxation charge or regulatory levy imposed by mandatory provisions laid down by government or regulatory authorities, payment of which is compulsory.
16.3. We will give you at least one month’s notice by email or on your invoice if we increase the price of a recurring connectivity, telephony, or mobile data SIM service, other than an increase which falls within clause 16.2. If you do not accept the variation, you must notify us of your objection by following our customer complaints process. You must ensure that we receive your notice of objection within one month of our notice to you. If we do not receive your notice of objection within this time, you are deemed to have agreed to the variation. Where you are a small business customer, any in-contract price rise will have been set out in pounds and pence in your order form before you committed.
Schedule: Equipment sales and supply
1. Applicability
1.1. This schedule applies to the sale of equipment.
2. Cancellations and returns
2.1. We are not required to accept cancellations or returns of equipment once you have ordered it. If you wish to cancel or return equipment, please contact us and we will let you know whether, and on what terms, we are able to help.
3. Payments and invoicing
3.1. If, for any reason, we do not receive your payment in full within 30 days of the due date, in addition to the remedies available to us under clause 9 of the general terms:
3.1.1. you must promptly return the equipment to us; and
3.1.2. we may limit or disable the equipment's functionality.
3.2. If, at any time before we receive your payment in full for the equipment, we reasonably suspect that you will not be able to, or will not be required to, pay any invoices relating to equipment, you must, on our request, make the equipment available for collection. Where you have granted us access rights to the premises at which the equipment is located, and with your consent or the consent of the person in control of those premises, we may attend to collect and remove the equipment. You will provide us with all reasonable assistance, including access, keys, security devices and codes, to enable us to do this. Nothing in this clause entitles us to force entry to any premises.
4. Title and risk
4.1. For equipment we are selling to you, or have sold to you, the equipment remains our property, and title remains with us, until we have received your payment in full for it.
4.2. You must not permit a bailiff, or other similar person, to take, or make part of a controlled goods agreement or similar, any equipment which we own. You must make them aware that we, and not you, own the equipment. If they attempt to take, or take control over, the equipment, you must notify us immediately.
4.3. Risk passes to you when the equipment is handed over to the courier or postal services provider, or to you or your nominated agent.
Schedule: Connectivity
1. Applicability
1.1. This schedule applies to our connectivity services, including our Internet / broadband, ethernet and mobile data.
2. Service requirements
2.1. You are responsible for ensuring that you have the necessary equipment to make use of the services, and that it is connected and configured correctly.
2.2. If our service relies on a service provided to you by someone else, we are not liable if our service is inhibited because of a function of, failure of, or fault with, that other service. You agree that, in this situation, our service is working as intended and has not failed, and that you will not seek or accept any compensation from us.
3. IP addresses, routing and RIPE
3.1. You do not own any IP addresses which we allocate to you. Any IP addresses we allocate to you remain our property (or the property of the relevant registry).
3.2. We reserve the right to change (including reduce) any IP address assignment. We shall use reasonable efforts to give you reasonable advance notice of a change.
3.3. We may register you as the contact for the IP address range in RIPE, or other relevant IP management authority. Where an assignment requires an End User Assignment Agreement or equivalent, you agree to enter into it, and you must comply with any terms imposed by Internet registries, including RIPE.
3.4. Where we provide IP transit, routing, or BGP services, we may manage route origin authorisations (including RPKI ROAs), route objects, and reverse-DNS delegation on your behalf, and you authorise us to do so. We do not guarantee the routing decisions or availability of any third-party network.
3.5. On termination of the relevant service, any IP addresses, assignments, and routing we provide are reclaimed, any related announcements may be withdrawn, and you must cease using them. This may make dependent services unreachable.
4. We do not filter Internet access
4.1. We do not provide a filtering service to restrict or limit access to anything on the Internet. You agree that you do not require any filtering services from us.
5. Usage allowance
5.1. If your service has a usage allowance, that usage allowance will reset at the start of each billing period or, where a billing period is based on multiple months, at the start of each calendar month.
5.2. We may allow you to carry forward all or some of your usage allowance, but we are not required to do so.
5.3. If you reach your usage allowance before the end of a billing period, we will attempt to take the action that you have specified in your account settings for that service.
5.4. Some of our services will automatically slow down when you reach your usage allowance and it will continue to work at that slower speed for the remainder of that billing period. We will deduct this excess usage from your next billing period’s usage allowance.
5.5. We may offer you the ability to increase your usage allowance by purchasing top-ups. You may carry forward any unused portion of a top-up into your next billing period.
6. Fault fixing and right to terminate
6.1. You must notify our support team promptly of any fault or suspected fault with your services. Posting on social media does not constitute notice.
6.2. As long as you comply with clause 5.4 of the general terms, if you have notified us of a fault which stops your overall service working and we have confirmed receipt of your notification, and we are unable to rectify the fault after ten working days, you may terminate the service to which the fault relates, as long as you do so in line with clause 6.3 of this schedule. You must, however, cooperate fully with support staff to help investigate the fault. Delays whilst staff wait for your action, or for postal delivery of equipment, do not count towards those ten working days.
6.3. Provided that you have complied with clause 6.2:
6.3.1. if we have not fixed the fault after 10 working days, you can exercise the right to terminate up until the point at which we fix the fault; or
6.3.2. if we fix the fault after 10 working days, and we have not received notice that you have exercised your right to terminate under clause 6.3.1, you can exercise the right to terminate, but only if you do so within one month of the date on which we fixed the fault.
6.3.3. and, in each case, we will not charge you in respect of any notice period, cease charge, or early termination or disconnection fee. This is your full recourse for us failing to fix the fault.
6.4. Clauses 6.2 and 6.3 of this schedule do not apply if the service is suspended for a breach of this agreement, or if we have suspended all or part of that service under clause 5.2 of the “services (general)” schedule.
7. Termination
7.1. The following clauses of this schedule shall survive termination or expiration of this schedule: 6.3.
8. Traffic shaping
8.1. Information on traffic shaping is available on request.
9. Scanning
9.1. We may scan for open DNS servers or vulnerabilities on endpoints which you connect to our network.
9.2. You agree that this access is authorised, and warrant that you have obtained the authorisation of all users whose equipment is connected to the services.
10. Free ancillary services
10.1. We may, from time to time, provide free ancillary services, such as DNS resolvers, outgoing mail smart hosts, or a NAT64 gateway.
10.2. We may vary, suspend, or terminate these services at any time, without notice.
10.3. If you use these services, you do so at your own risk. Subject only to clause 14.2 of the general terms, we are not liable to you for any losses you suffer as a result of your use of them.
Schedule: Telephony services
1. Applicability
1.1. This schedule applies to telephony services.
2. Emergency services access and resilience
2.1. Our telephony services generally permit access to the emergency services. However, they are Internet telephony services, and these depend on your connection to a suitable data network, the operation of that data network, and operation of your equipment. If you do not have a connection to a suitable data network, or your data network or equipment is not functioning correctly (including during a power cut or broadband outage), you will not be able to use the telephony services, including to call the emergency services.
2.2. You must consider this and make appropriate arrangements to maintain access to the emergency services during an outage, such as a mobile phone or a suitably powered backup solution. On request, we will advise on a resilience solution, which we particularly recommend where anyone relying on the service may be vulnerable or dependent on being able to call for help.
2.3. We will, where possible, pass your location information to the emergency services. You are responsible for providing us with accurate location information, for onwards provision to the emergency services.
2.4. If you expect to use our telephony service:
2.4.1. principally at a single fixed location, we recommend that you register with us the address of the place where the telephony service is to be used before you activate it, and that you update that address information if there is any change to it; or
2.4.2. from multiple locations, we recommend that you register and update the location information associated with it whenever you access the telephony service from a new location.
3. Responsibility for usage
3.1. You are liable for all calls, messages, data, and any other usage, which:
3.1.1. originate from or appear to us to originate from your network;
3.1.2. originate from or appear to us to originate directly from you; or
3.1.3. present to us with your identifying data (including, but not limited to, your username and password),
3.1.4. irrespective of whether or not they were generated or authorised by you or your users, and including those generated as a result of fraudulent activity by a third party.
3.2. You are responsible for keeping your account credentials secret and for securing your network and equipment. If you become aware of a compromise, you must immediately change your account password(s) and other security devices and notify us. This does not limit your responsibility and liability under clause 3.1 of this schedule.
3.3. You must comply with the provisions of B1 of Ofcom’s General Conditions of Entitlement, the provisions of the National Telephone Numbering Plan, and the Non-provider Numbering Condition, in each case as defined in Ofcom’s General Conditions of Entitlement.
3.4. We may take steps to identify apparent fraudulent activity on your account and automatically suspend your service for outgoing calls if we find such activity. We will contact you (by email) if this happens.
4. Directories
4.1. Unless compelled to do so, we will not include your personal data in any directory.
4.2. You can request a printed telephone directory from us for any geographic area.
5. Calling line identification facilities (CLI)
5.1. You must not send CLI data that Ofcom would regard as invalid or non-diallable.
5.2. If you send invalid or non-diallable CLI, you indemnify us from this.
5.3. We may attempt to detect invalid or non-diallable CLI data, and we may block calls which appear to us to have invalid or non-diallable CLI data. This may affect incoming and outgoing calls. We are not responsible for any losses which you might suffer as a result of this.
6. Pricing
6.1. Our pricing is set out in our price book or quote to you.
6.2. We may vary our prices from time to time. We will notify you of changes to list prices, such as call charges. Where we increase the price of a recurring telephony service, we will give you notice in accordance with clause 16.3 of the services (general) schedule.
6.3. You are responsible for checking the charges which apply to any calls which you or your users make.
7. Service limitations
7.1. You agree that we are not required to provide you with access to numbers or ranges, where it is not technically and economically feasible for us to do so.
8. Phone numbers
8.1. You do not own any phone numbers or other identifiers which we allocate to you.
8.2. While we will use reasonable efforts to avoid doing so, and to give you such notice as is possible and reasonable in the circumstances if we intend to do so, we may change the phone numbers or other identifiers allocated to you. We are not responsible for any costs or losses suffered by you if we do so.
9. Portability
9.1. Our charges for number portability are published on our website or available on request.
9.2. If you are a communications provider, you are not entitled to number portability and must not request or attempt to request number portability, unless you have received a request from the relevant subscriber to port the relevant number(s).
10. Artificially-inflated traffic
10.1. You must not use the services in a way that constitutes artificial inflation of traffic (as set out in Annex E of BT’s Network Charge Control Standard Interconnect Agreement).
10.2. You indemnify us from any fraud or artificial inflation of traffic.
11. Termination
11.1. On termination of this agreement or these services, service to any telephone numbers we have allocated to you will cease. You do not own those numbers, but where number portability is available and you are entitled to port a number, we will co-operate with a valid porting request that is made before termination and progressed through the applicable regulatory or industry process. If no valid porting or migration request is completed in time, the number may be returned to the range holder or otherwise become unavailable, and recovery may not be possible.
11.2. We shall not be liable for any losses to you arising from this.
11.3. The following clauses of this schedule shall survive termination or expiration of this schedule: 9.2.
Schedule: Third-Party Services
1. Applicability
1.1. This schedule applies to any services or equipment you order from us which involve or rely on technology, platforms, software, licensing, infrastructure, or services provided by a third party (collectively, “Third-Party Services”).
1.2. Third-Party Services may include, but are not limited to, cloud services and licences, software subscriptions, hosted platforms, telecommunications services, or hardware, which we resell or provide to you through a distributor or vendor.
2. Third-party terms
2.1. By ordering or using any Third-Party Services from us, you agree to be bound by the relevant third party’s terms, and you must read and understand them before placing your order. Where the third party requires it, you must also accept its customer agreement, product terms, acceptable use policy, and data processing terms directly, and keep to them for as long as you use the Third-Party Services.
2.2. If there is any conflict between this agreement and the relevant third party’s terms, the third party’s terms take precedence in respect of your rights and obligations relating to the Third-Party Services.
2.3. Prices for Third-Party Services may change as a result of changes made by the third party or its distributor, or as a result of currency movements, and we may pass those changes through to you.
2.4. Some Third-Party Services are non-cancellable, non-refundable, or subject to minimum or committed terms imposed by the third party.
3. Commitment, renewal, and quantities
3.1. Your term and commitment for any Third-Party Services match the term and commitment of the underlying third-party subscription. Where the third party requires a committed term (such as an annual term), you are committed for that term and cannot cancel, or reduce the quantity of licences or seats, before the end of it.
3.2. You may usually increase quantities during a term. Reductions, where permitted at all, take effect only at the next renewal.
3.3. Subscriptions may renew automatically for a further term unless you give us notice to cancel within the period we specify (which reflects the third party’s requirements). If you do not cancel in time, you are committed for the next term.
3.4. You must not exceed the quantities or entitlements you have licensed. If you do, you are liable for the additional charges, including any true-up the third party applies.
4. Your obligations
4.1. You must comply with all applicable third-party terms, including any updates or amendments to them, and you acknowledge that third parties may change their terms, documentation, functionality, or service descriptions from time to time.
4.2. You must not use Third-Party Services in any way that would breach our Acceptable Use Policy, the law, or the third party’s acceptable use conditions.
4.3. You indemnify us from any liability, charge, penalty, or claim we incur to a third party (including any distributor or vendor) arising from your breach of the third party’s terms, your use of the Third-Party Services, or your exceeding your entitlements.
4.4. You remain responsible for your own tenant, account, and environment, including retaining ownership and administrative access, managing your users, and exporting or keeping your own copies of your data. We are not responsible for loss of access to, or loss of data within, a Third-Party Service caused by your configuration, your loss of administrative credentials, or the third party’s action.
5. Support and data
5.1. Support for Third-Party Services is subject to the third party’s own support processes, availability, and service levels. We will provide reasonable first-line assistance, but we cannot guarantee that issues within the third party’s platform will be resolved.
5.2. Where Third-Party Services involve the processing of personal data within the third party’s platform, that processing is governed by the third party’s data processing terms between you (or the reseller chain) and the third party. We are not the processor for that platform-level processing, and clause 15 of the Services (general) schedule applies only to processing we ourselves carry out.
6. Liability for Third-Party Services
6.1. Any warranties, guarantees, or other commitments made by a third party for Third-Party Services are strictly between you and that third party. We are not liable for failures, downtime, service issues, changes, or discontinuation caused by a third party or arising out of the relevant third party’s terms, including any suspension, audit, or enforcement action the third party takes in relation to licensing or its acceptable use conditions.
6.2. The third party, or its distributor, may suspend, change, or discontinue Third-Party Services. Where it does, we may pass that through to you, and we are not liable for it.
6.3. Subject to our obligations under this agreement, we are not responsible for any direct or indirect losses arising from your use of, or inability to use, Third-Party Services.
7. Termination and continuity
7.1. Termination of any Third-Party Services you receive from us is governed by both this agreement and the relevant third party’s terms.
7.2. If your access to Third-Party Services is terminated under the third party’s terms, we may terminate or suspend the corresponding services under this agreement with immediate effect.
7.3. If our arrangement with the relevant distributor or vendor ends, we may transfer your subscription to another provider, or require you to move it, and we will give you reasonable notice where we can.
Schedule: Professional Services
1. Applicability
1.1. This schedule applies to consultancy, advisory, design, migration, optimisation, and other project work (together, “Professional Services”), including IT strategy and planning, cloud migration, and technology optimisation. It does not apply to managed services (see the Services (general) schedule).
2. Scope and statement of work
2.1. We will provide the Professional Services described in the applicable order form or statement of work (“SOW”). Anything not expressly set out in the SOW is out of scope.
2.2. Unless the SOW says otherwise, our estimates of effort, duration, and cost are estimates, not fixed commitments.
3. Change control
3.1. If either party wishes to change the scope, deliverables, timescales, or fees, that change must be agreed in writing before it takes effect. We are not obliged to carry out changed or additional work until it is agreed and, where relevant, priced.
4. Your dependencies and assumptions
4.1. Delivery depends on you meeting the dependencies set out in the SOW, and on the accuracy and completeness of the information, access, decisions, and third-party cooperation you provide.
4.2. If you cause a delay, or a dependency or assumption proves incorrect, we may adjust timescales and fees, and we may charge you for standby time and rework at our then-current rates.
5. Acceptance
5.1. Where the SOW provides for acceptance, you must test each deliverable against the acceptance criteria within the period stated (or 5 working days if none is stated). A deliverable is accepted when you confirm acceptance, when you use it in your live environment, or at the end of that period if you have not notified us of a material failure to meet the acceptance criteria.
6. Fees
6.1. Unless the SOW states a fixed price, Professional Services are charged on a time-and-materials basis at our then-current rates, plus reasonable expenses. We may invoice monthly in arrears, or on the milestones set out in the SOW.
7. Deliverables and reliance
7.1. Intellectual property in deliverables is dealt with under clause 12 of the general terms.
7.2. Our advice and recommendations are based on the information available to us and the circumstances at the time. We are not responsible for the consequences of decisions you take contrary to our advice, or for changes in your circumstances, systems, or third-party services after we give the advice.
8. Liability
8.1. For Professional Services provided under a fixed-price SOW, our total aggregate liability in respect of that SOW shall not exceed the fees payable under it. For Professional Services provided on a time-and-materials basis, clause 14.6 of the general terms applies. In each case, this clause is subject to clause 14 of the general terms and does not increase any liability cap or exclusion elsewhere in this agreement.
Schedule: Backup and Business Continuity
1. Applicability
1.1. This schedule applies where we have expressly agreed in writing to provide backup, disaster recovery, or business continuity services (“BC Services”).
2. Scope
2.1. We will provide the BC Services described in your order form, including the data or systems in scope, the backup frequency, and the retention period. Anything not in scope is your responsibility.
2.2. Unless your order form states specific recovery point and recovery time objectives (RPO/RTO), we do not guarantee any particular RPO, RTO, or restore time, and restores are provided on a reasonable efforts basis.
3. Your responsibilities
3.1. You must tell us of any change to the data or systems that should be in scope. We are not responsible for backing up anything outside the agreed scope.
3.2. You are responsible for periodically verifying, or asking us to test, that backups are being taken and can be restored. We recommend regular restore testing, which we can provide as a chargeable service.
4. Integrity and exclusions
4.1. We are not responsible for corruption, loss, or unavailability of data that originates before the backup is taken, is caused by your systems or third-party services, or results from your instructions or configuration.
4.2. Where our failure to provide the BC Services with reasonable skill and care causes loss of or corruption to data, clause 14.4.3 of the general terms preserves our liability for that failure. That liability is subject to clause 14.6 of the general terms (our overall 12-month cap), but not to the money-back guarantee in clause 14 of the Services (general) schedule.
Schedule: Cyber Security
1. Applicability
1.1. This schedule applies where we have expressly agreed in writing to provide managed security, monitoring, or other cyber security services (“Security Services”).
2. Scope and limits
2.1. We will provide the Security Services described in your order form. Security is a shared responsibility, and the Security Services reduce, but do not eliminate, security risk.
2.2. We do not guarantee that the Security Services will prevent, detect, or remediate every security incident, breach, vulnerability, or attack. No security measure is completely effective.
3. Your obligations
3.1. As a condition of the Security Services, you must maintain good security practices, including promptly applying patches and updates we recommend, using multi-factor authentication, applying least-privilege access, and not disabling or circumventing security controls we put in place.
3.2. Failure to meet clause 3.1 may reduce or negate the effectiveness of the Security Services, and we are not responsible for the consequences.
4. Incident response
4.1. If we agree to provide incident response, the scope, priorities, and any response targets will be set out in your order form. During an incident, you must cooperate promptly, provide access and information, and follow our reasonable instructions.
4.2. We may need to access, copy, or preserve data and logs for investigation. You authorise us to do so for the purpose of the Security Services.
5. No insurance, legal, or regulatory advice
5.1. We are not an insurance intermediary and do not provide insurance broking or advice. We do not provide legal advice, and we do not determine whether an incident is notifiable to the Information Commissioner’s Office or any other authority, or make such notifications on your behalf, unless we have expressly agreed to do so in writing. You are responsible for your own insurance, legal, and regulatory obligations.
Schedule: Small Business Customer
This schedule applies to customers with 10 or fewer people. It is provided as a separate document (the Small Business Customer schedule), to be completed and agreed before the customer is bound.
Annex A: Data Processing Particulars (Article 28(3))
This annex sets out the particulars of the processing we carry out as a processor on behalf of a Controller under clause 15 of the Services (general) schedule.
| Item | Detail |
|---|---|
| Subject-matter of processing | Provision of the services ordered by the Controller (such as connectivity, telephony, managed IT, backup, security, and professional services). |
| Duration | The term of the agreement, plus any period required to return or delete the Personal Data. |
| Nature and purpose | Hosting, transmission, storage, backup, monitoring, support, administration, and related processing necessary to provide the services. |
| Types of personal data | Such Personal Data as is contained in the Controller’s systems, accounts, and communications that we process in providing the services. This may include names, business contact details, account and authentication data, call and usage records, traffic and communications data, and any other Personal Data the Controller chooses to process using the services. |
| Categories of data subjects | The individuals whose Personal Data the Controller processes using the services, which may include the Controller’s staff, contractors, customers, suppliers, and other contacts. |
| Sub-processors | Our current sub-processors are available from us on request. We will inform the Controller of any intended addition or replacement of a sub-processor, as set out in clause 15.3.5 of the Services (general) schedule. |