Terms and Conditions

Version: 24th September 2025

1. Application and Entire Agreement

1.1 These Terms and Conditions apply to the provision of IT support, project, and related services (“Services”) by Digital Dragons IT Ltd (company number 12406390), whose registered office is Cardiff House, Cardiff Road, Vale Of Glamorgan, CF63 2AW (“we”, “us”, or “Service Provider”) to the customer purchasing the Services (“you” or “Customer”).
1.2 By accepting our quotation or using our Services, you agree to these Terms and Conditions. Together with our quotation, Service Level Agreement (“SLA”), and any applicable Data Processing Agreement (“DPA”), these form the “Contract.”
1.3 These Terms and Conditions override any terms you may seek to impose unless expressly agreed in writing.

2. Scope of Services

2.1 We provide Services as set out in your quotation. These may include:
i) Ongoing IT support (remote only, or remote + onsite if specified).
ii) Website hosting services.
iii) Microsoft 365 email and licence provision.
iv) Business phone lines and broadband supply.
v) Antivirus and cybersecurity software and monitoring tools.
vi) Cloud backup services.
vii) Ad-hoc project work.
viii) Hardware and software supply.
2.2 Where the Services include third-party products or services (including but not limited to hosting, broadband, Microsoft 365, antivirus, and cloud backup), we act as a reseller or intermediary. The terms, service levels, and warranties applicable to those services are those of the third-party vendor, and we do not provide independent guarantees beyond those vendor terms.
2.3 Unless otherwise agreed in writing, the Services do not include any items not expressly set out in the quotation, SLA, or these Terms. Any additional work will be chargeable at our then-current rates.

2A. Ongoing IT Support Services

2A.1 Ongoing IT support contracts provide remote support during business hours (Monday to Friday, 9am–5pm, excluding UK public holidays).
2A.2 Support is limited to 4 hours per covered device per month. This allowance includes all time spent on support activity, whether delivered by remote login, telephone, email, or other communication methods.
2A.3 As part of ongoing IT support, we provide assistance with:
i) Antivirus and cybersecurity tools supplied by us.
ii) General IT issues such as slow computer performance, configuration problems, and remote fixes for supported hardware.
iii) Commonly used software, including Microsoft Outlook, Microsoft Office, Adobe products, and other mainstream applications.
2A.4 Specialist or industry-specific software (for example CAD, accounting packages, or CRM systems) is not included as standard. Where such software is in use, we will agree with you in advance whether support will be provided, and any additional fees or limitations will be set out in your individual contract.
2A.5 Our IT support does not extend to marketing, social media management, Google Business Profiles, web design, or other non-IT services. We may, where appropriate, refer you to a trusted third party for these services.
2A.6 If the monthly allowance is exceeded, additional time will be charged at our then-current ad-hoc hourly rate, unless otherwise agreed in writing.
2A.7 Support is limited to the devices and users specified in your quotation or support agreement.
2A.8 We may, at our discretion, provide support beyond the allowance without charge, but this does not create an ongoing obligation to do so.

2B. Hosting Services

2B.1 Where we supply website hosting, this is provided through a third-party hosting provider. The service levels, uptime commitments, and warranties are those of the provider. We do not provide independent uptime guarantees.
2B.2 We will use reasonable efforts to liaise with the hosting provider on your behalf in the event of issues, but we are not liable for downtime, performance issues, or service interruptions caused by them.
2B.3 Unless you have purchased a managed backup service from us, you are responsible for ensuring your website and data are backed up.

2C. Microsoft 365 Services

2C.1 Where we supply Microsoft 365 licences, these are provided under Microsoft’s standard terms and conditions. We do not provide independent warranties or guarantees for these services.
2C.2 We will assist with user setup, password resets, and basic account administration. We do not provide ongoing management of security or compliance policies (including but not limited to multi-factor authentication, conditional access, or regulatory compliance settings) unless expressly agreed in writing as a separate managed service.
2C.3 You are responsible for ensuring licence subscriptions are kept valid and paid for. We are not liable for service interruptions or data loss arising from non-renewal or suspension of licences.
2C.4 We are not liable for downtime, outages, or data loss caused by Microsoft’s own services.

2D. Business Phone and Broadband Services

2D.1 Where we supply business phone lines or broadband services, these are provided through third-party telecommunications providers. The terms, service levels, and warranties for these services are those of the provider. We do not provide independent guarantees.
2D.2 We will act as your first point of contact and liaise with the provider on your behalf. However, we are not liable for downtime, poor connection speeds, outages, or service interruptions caused by the provider.
2D.3 You are responsible for ensuring your internal equipment, wiring, and infrastructure are suitable for the use of the services.
2D.4 Fees for phone and broadband services are invoiced monthly in advance. Non-payment may result in suspension or disconnection of services by the provider, and we accept no liability for any resulting interruption.

2E. Antivirus and Cybersecurity Services

2E.1 Where we provide antivirus or cybersecurity software, we will install, configure, and monitor the software as part of your Service. We will act on alerts received and take reasonable steps to reduce risks from malware, viruses, and other security threats.
2E.2 You acknowledge that no antivirus or cybersecurity solution can guarantee complete protection. We are not liable for any breaches, attacks, data loss, or damage that occur despite the use of these tools.
2E.3 You must not disable, tamper with, or bypass any security software we provide. If you do, we accept no liability for any resulting security issues.
2E.4 You remain responsible for ensuring staff follow good security practices (including strong passwords, avoiding phishing emails, and applying software updates to devices not under our management).

2F. Ad-hoc Project Work

2F.1 Ad-hoc project work may be charged at our then-current hourly rate or on a fixed-price basis as set out in your quotation. Unless otherwise agreed in writing, invoices for project work are issued on completion of the work.
2F.2 The scope of project work will be described in your quotation. Any requests for changes, additions, or variations outside the agreed scope will be chargeable at our then-current hourly rate or subject to a new quotation.
2F.3 Project work may include, but is not limited to, system installations, network setup, migrations, or other one-off IT tasks.
2F.4 Timescales given for project work are estimates only. We will use reasonable endeavours to meet them, but time is not of the essence.
2F.5 Project work does not include training, consultancy, or support beyond the agreed scope unless expressly stated in writing.

2G. Cloud Backup Services

2G.1 Where we provide cloud backup services, we will install and configure the backup solution and monitor for alerts or failures. We will take reasonable steps to ensure the backup service is operating correctly.
2G.2 You will have access to the backup system; however, in practice we may carry out restores or recovery on your behalf at your request.
2G.3 While we will use reasonable care and skill, we do not guarantee that all data will be backed up without error or that restores will always be successful. Backup systems are subject to technical limitations and third-party provider performance.
2G.4 We are not liable for data loss, corruption, or recovery failures unless directly caused by our negligence.
2G.5 You remain responsible for confirming that the backup system meets your business continuity requirements and for requesting periodic test restores if needed.

2H. Hardware Supply

2H.1 Where we supply hardware, the quotation will include installation and configuration as part of the price unless otherwise stated.
2H.2 Hardware is supplied with the manufacturer’s warranty only. We do not provide any additional warranties beyond those offered by the manufacturer.
2H.3 Software, drivers, or licences bundled with the hardware are supplied under the vendor’s standard terms.
2H.4 Any quotation we provide for hardware reflects the market price at the time of issue and is valid for 14 days only. After this period, a new quotation may be required due to market fluctuations. Prompt payment secures the quotation price.
2H.5 Your sole remedy for defective hardware is repair, replacement, or refund in accordance with the manufacturer’s terms.
2H.6 We are not liable for business interruption, data loss, or loss of profits caused by defective hardware.
2H.7 Title to hardware passes to you only once payment has been received in full. Risk passes to you on delivery.
2H.8 Ongoing support for supplied hardware is not included unless covered under a support contract or agreed as additional chargeable work.

3. Sub-Contracting and Third-Party Support

3.1 We may, from time to time, engage trusted third-party suppliers, subcontractors, or freelancers to assist in providing the Services (including but not limited to remote support cover, hardware builds, or specialist technical work).
3.2 Such third parties are not our employees. However, we remain responsible for the overall provision of the Services under this Contract.
3.3 You acknowledge that you may not always interact directly with us and that elements of the Services may be provided by authorised representatives acting on our behalf.

4. Service Levels

4.1 Support is provided during business hours (Monday to Friday, 9am–5pm, excluding UK public holidays).
4.2 Our target response time is within 4 business hours, and our target resolution time is 24–48 business hours where possible. Full details of our service levels, including definitions of “response” and “resolution,” are set out in the SLA schedule, which forms part of this Contract.
4.3 Out-of-hours support is only provided if agreed separately in writing.
4.4 Where Services depend on third-party suppliers (including but not limited to website hosting, Microsoft 365, business phone/broadband, antivirus, and cloud backup), any service levels, uptime commitments, or warranties are those of the relevant supplier. We will use reasonable efforts to liaise with suppliers on your behalf, but we do not guarantee their performance and are not liable for downtime or service interruptions caused by them.

5. Communications

5.1 All support requests must be raised through our ticketing system by emailing help@digitaldragons.co.uk, which will automatically generate a support ticket.
5.2 If you are unable to access email, you may call our office on 01446 739344. If we are unavailable, a message will be taken and a ticket raised on your behalf. We will then respond as soon as possible in line with the SLA.
5.3 Communications made through any other channel (including but not limited to direct calls to mobile numbers, text messages, WhatsApp, or social media) are not recognised as valid methods for raising support requests and may not be actioned.
5.4 You must not send sensitive or personal data (including but not limited to passwords, payment details, or confidential business information) through SMS, WhatsApp, or social media. These are not secure channels. If you choose to share such data outside the approved communication channels, you do so at your own risk and we accept no liability for any resulting data loss, security breach, or misuse.
5.5 We are not liable for any delay or failure to act on requests made outside the official communication channels above.

6. Your Responsibilities

6.1 You remain responsible for:
i) Maintaining appropriate data backups unless you have purchased a managed backup service from us. Where we provide cloud backup services, you must ensure that backups are operating correctly and test restores unless you have separately contracted us to monitor and manage backups.
ii) Using antivirus and cybersecurity software supplied by us in accordance with our instructions, and not disabling or bypassing security controls.
iii) Maintaining adequate internet connectivity, power supply, and local infrastructure required for the Services to operate.
iv) Ensuring that all required licences, subscriptions, and third-party contracts (including Microsoft 365, broadband, hosting, and phone services) are kept valid and paid for unless expressly managed by us under your contract.
v) Providing us with necessary access (including logins and administrator rights) to deliver the Services.
vi) Paying invoices on time to avoid suspension or withdrawal of Services.
vii) Managing and securely storing your own passwords and access credentials. We do not retain or manage passwords on your behalf. Where we provide password resets or recovery assistance on systems we manage, this is limited to the technical process of resetting or recovering access and does not extend to storing or remembering your passwords for future use.
6.2 We are not responsible for any delay, failure, or loss caused by your failure to comply with the obligations above.

7. Fees and Payment

7.1 Fees are as set out in the quotation.
7.2 Invoicing:
i) Support contracts, Microsoft 365, antivirus, business phone lines, broadband, and cloud backup: invoiced monthly in advance.
ii) Ad-hoc/project work: invoiced after completion, unless otherwise agreed.
iii) Onsite visits (for remote-only clients): treated as ad-hoc work.
iv) Hardware/software: payment in advance; supply/install follows cleared payment.
7.3 All invoices are payable within 7 days of issue unless otherwise agreed.
7.4 Interest will be charged on late payments at 4% above the Bank of England base rate until payment is received in full.
7.5 All payments must be in GBP unless agreed otherwise.
7.6 We may suspend Services for non-payment.

8. Intellectual Property

8.1 We retain all intellectual property rights in any materials, tools, or processes we use to deliver the Services.
8.2 You are granted a licence to use any deliverables created for you under the Contract.
8.3 This does not transfer our underlying know-how or proprietary methods.

9. Liability

9.1 Nothing in this Contract limits or excludes liability for death or personal injury caused by negligence, fraud, or any matter which cannot be excluded by law.
9.2 Our total liability under or in connection with the Contract (however arising) is limited to the total Fees paid by you in the 3 months preceding the claim.
9.3 We are not liable for:
i) Any loss of profits, business, goodwill, or data.
ii) Business interruption or loss of anticipated savings.
iii) Indirect or consequential losses of any kind.
iv) Failures or downtime of third-party services or suppliers, including but not limited to website hosting, Microsoft 365, broadband, phone services, antivirus, and cloud backup.
v) Failures outside our reasonable control, including ISP or vendor outages, power failures, hardware faults, or client negligence.
vi) Data loss unless you have contracted with us for managed backup services, and then only to the extent expressly stated in that service agreement.
vii) Any loss, compromise, or unauthorised access resulting from your failure to securely manage and protect your passwords or access credentials.

10. Term and Termination

10.1 Support contracts have a minimum term of 3 months.
10.2 After the minimum term, either party may terminate with 30 days’ written notice.
10.3 We may terminate immediately if you:
i) Fail to pay amounts due.
ii) Commit a material breach.
iii) Become insolvent.
10.4 During the notice period, we will, at your request, provide reasonable cooperation to hand over access credentials and relevant documentation to you or your new supplier. This does not include consultancy or additional work outside the scope of the Services unless separately agreed and chargeable.
10.5 On expiry of the notice period:
i) All Services (including support, hosting, and access to systems we control) will cease.
ii) We will revoke all logins and administrative access under our control.
iii) Any Microsoft 365, antivirus, cloud backup, broadband, or phone licences supplied by us may lapse unless transferred to you or your new supplier before the termination date. It is your responsibility to arrange transfer or continuation of such licences. We are not liable for any interruption caused by failure to do so.

11. Data Protection

11.1 Where we process personal data on your behalf, this is governed by a separate Data Processing Agreement (DPA), which forms part of the Contract.
11.2 You are the Data Controller, and we are the Data Processor.

12. Circumstances Beyond Control

12.1 Neither party is liable for failure or delay caused by events outside reasonable control (force majeure).
12.2 If such events last more than 90 days, either party may terminate the Contract.

13. Notices

13.1 Notices must be in writing and sent by post, courier, or email to the most recent address or email address provided by the receiving party.
13.2 Notices by email are deemed delivered on receipt of a successful transmission confirmation or return receipt.
13.3 Notices sent by post are deemed delivered:
i) On the fifth Business Day after posting by first-class mail within the UK; or
ii) On the tenth Business Day after posting by airmail.
13.4 Notices delivered by hand or courier are deemed delivered when received during normal business hours of the recipient.

14. No Waiver

14.1 A failure or delay by either party to exercise any right or remedy under this Contract does not constitute a waiver of that right or remedy, nor prevent further exercise of it.

15. Severance

15.1 If any provision of this Contract is found by a court or competent authority to be unlawful, invalid, or unenforceable, that provision shall be deemed severed and the remaining provisions shall continue in full force and effect.

16. Law and Jurisdiction

16.1 This Contract and any dispute or claim arising out of or in connection with it (including non-contractual disputes or claims) shall be governed by and construed in accordance with the laws of England and Wales.
16.2 Each party irrevocably agrees that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with this Contract.