Terms of Service

These Terms of Service outline how BITS Group Ltd delivers its services, including responsibilities, service structure and expectations. Full contractual terms are defined within client agreements and Statements of Work (SOWs).

1. Services

BITS Group provides managed IT services, cybersecurity, cloud infrastructure, automation and related technology services as agreed within individual Statements of Work.

2. Service delivery

We deliver services with reasonable skill, care and professionalism, including:

• helpdesk support and issue resolution;
• proactive monitoring and maintenance;
• cybersecurity management; and
• ongoing service oversight.

Service levels and response times are defined within each agreement.

3. Client responsibilities

To ensure effective service delivery, clients must:

• provide accurate and up-to-date information;
• allow access to systems, users and infrastructure;
• follow agreed security practices; and
• cooperate with service delivery requirements.

Delays or issues caused by lack of access or information may impact service performance.

4. Security and risk

BITS Group implements recognised security best practices and monitoring tools to protect client environments. Where clients request changes that may reduce security, we may refuse the request or require written acceptance of risk. We are not liable for issues arising from weakened security or where recommendations are not followed.

5. Data protection

BITS Group processes personal data in accordance with UK GDPR and the Data Protection Act 2018. In providing services to clients we:

• act as a data processor on behalf of clients;
• apply appropriate security controls;
• notify clients of data breaches without undue delay; and
• ensure third-party providers meet equivalent standards.

Clients remain responsible for ensuring data is lawfully collected and shared. How we handle personal data about website visitors and enquirers is described in our Privacy Policy.

6. Third-party services

We work with third-party providers. While we support management and resolution, we are not responsible for third-party outages or failures.

7. Fees and payment

Fees are defined within client agreements or SOWs.

• Payment terms are typically 30 days.
• Services may be suspended for non-payment.
• Fees may increase periodically to reflect service and supplier costs.

8. Intellectual property

BITS Group retains ownership of its tools, methodologies and systems used to deliver services. Clients retain ownership of their own data and materials.

9. Limitation of liability

To the extent permitted by law:

• BITS Group is not liable for indirect or consequential losses;
• liability is limited to the value of services provided; and
• we are not responsible for losses caused by third parties or external events.

10. Termination

Services may be terminated in line with agreed contractual terms. On termination, we will provide reasonable support to transition services, including documentation and system handover (chargeable where applicable).

11. Dispute resolution

Both parties agree to resolve disputes through:

1. good faith discussion;
2. escalation to senior representatives; and
3. mediation (if required).

Legal action is a last resort.

12. General

• Services are provided as an independent contractor.
• These terms are governed by the laws of England.
• These terms should be read alongside any agreed contract or SOW.

Contact

Questions about these terms: info@bitsgroup.co.uk.