TERMS & CONDITIONS
Last updated: May 2025
These Terms and Conditions (the “Agreement”) govern the delivery of Managed IT Services and Cyber Security Services (collectively, the “Services”) provided by BeeSmartIT (“we,” “us” or “Service Provider”) to the Client (“you” or “Client”). By engaging in our services, you confirm that you have read, understood, and agree to be bound by these terms.
1. Definitions
1.1 Services
“Services” means the managed IT and Cyber Security services provided by BeeSmartIT as described in our service guides and related promotional materials. This includes, but is not limited to, Microsoft 365 & Azure management, IT support and onboarding, backup solutions, security assessments, vulnerability management, incident response services, and industry-specific cyber security packages.
1.2 Onboarding
The onboarding process is the structured setup in which we assess, configure, and secure your digital environment (e.g., tenant assessment, security implementation, and account setup) to provide a robust foundation for ongoing service delivery.
1.3 Service Level Agreement (SLA)
SLAs are the performance benchmarks and response times included within our service offerings (for example, a four-hour response time for standard issues and a one-hour emergency response for certain security incidents).
1.4 Contract Term
The minimum period during which the Client subscribes to the services. Unless otherwise agreed, all subscription services provided by BeeSmartIT are based on a twelve (12) month contract.
2. Scope of Services
2.1 Managed IT Services
Our Managed IT Services include, but are not limited to:
Onboarding Process: Tenant assessment, configuration, security implementation (including multi-factor authentication and secure access policies), email setup, SharePoint/Teams structuring, device enrollment, and cloud-based backup configuration.
Basic IT Management: Standard support covering user account and license administration, email configuration and troubleshooting, password resets, and periodic performance reporting.
Additional Options: Optional add-on services such as Enhanced Security (using ESET and/or Microsoft Intune), Data Backup Services, Premium Support with prioritised response times, and Enterprise packages with comprehensive compliance and offsite backup solutions.
2.2 Managed Cyber Security Services
Our Cyber Security Services include:
Cyber Onboarding: An initial security assessment, risk profiling, asset inventory, policy implementation, and the setup of continuous security monitoring.
Asset-Based & Core Assessments: Vulnerability scanning (for single, multiple, or enterprise assets), cyber risk assessments, GDPR/data protection audits, and various penetration testing options, including assessments for websites, applications, API endpoints, and networks.
Ongoing Security Management: Continuous employee training, dark web monitoring, incident response with guaranteed SLAs, social media security reviews, and third-party risk monitoring.
Industry-Tailored Packages: Specialised packages designed for various sectors such as financial services, healthcare, legal practices, education, charities, etc.
Each service is subject to the SLAs and performance criteria detailed within our service documentation.
3. Service Levels & SLAs
3.1 Response & Resolution Times
Standard IT Issues: We commit to a response time of up to four (4) hours during business hours for standard operational issues. Non-critical issues are targeted for resolution within twenty-four (24) hours.
Emergency and Premium Responses: For Clients subscribing to Premium Support or specific Cyber Security packages, emergency incidents (such as a security breach) will trigger a response within one (1) hour.
3.2 Reporting and Reviews
We will provide monthly executive reports covering service performance, system improvements, and security assessments.
Quarterly security reviews and policy assessments are included as part of our ongoing service.
3.3 Limitations
While we strive to meet these service levels, response and resolution times may vary in circumstances beyond our control. In cases of force majeure, we will notify you at the earliest opportunity.
4. Payment, Pricing, and Subscription
4.1 Fees and Charges
The fees for each service plan or package are detailed in our service guides (e.g., £25 per device per month for the Basic IT Plan, asset-based pricing, and fixed monthly fees for Cyber Security packages).
All prices are exclusive of VAT unless stated otherwise.
4.2 Payment Terms
Invoices will be issued in advance on a monthly basis.
Payment is due within seven (7) days from the invoice date. Failure to remit payment within this period may result in service suspension until the account is current.
4.3 Subscription Contract & Early Termination
All subscription services, including both Managed IT and Cyber Security services, are based on a twelve (12) month contract.
If the Client decides not to continue services beyond the contracted term, or seeks early termination before the end of the twelve-month period, the Client agrees to pay the remaining contract balance in full. Such outstanding balance must be paid within seven (7) days of the contract’s requested end date.
4.4 Additional Services and Upcharges
Optional and add-on services (e.g., Enhanced Security, Data Backup, Premium Support, Enterprise packages) carry additional charges as detailed in the respective service documentation.
Any work outside the agreed scope will be subject to further charges agreed upon in writing by both parties.
5. Onboarding and Service Activation
5.1 Client Responsibilities
The Client agrees to provide all necessary access to systems, timely and accurate information, and full cooperation during the onboarding and service delivery phases.
Delays or failures in providing required information may impact service activation and will not be deemed the responsibility of BeeSmartIT.
5.2 Onboarding Fees
A one-time onboarding fee (e.g., £99+VAT for businesses with fewer than 25 employees) may apply, as detailed in our service documents.
Services commence upon satisfactory completion of the onboarding process.
6. Changes and Modifications
6.1 Service Modifications
BeeSmartIT reserves the right to update the scope and nature of Services and associated SLAs from time to time.
Any material changes affecting your service or pricing will be communicated at least thirty (30) days in advance.
6.2 Amendments to the Agreement
Any changes to these Terms and Conditions require written agreement by both parties.
Continued use of the Services following changes constitutes acceptance of the revised terms.
7. Confidentiality and Data Protection
7.1 Confidential Information
Both parties agree to maintain strict confidentiality regarding proprietary information and data shared or accessed in the course of service delivery.
7.2 Data Protection Compliance
BeeSmartIT is committed to data security and complies with GDPR and other relevant regulatory obligations.
While our services assist in maintaining secure data practices, the Client is responsible for internal policy adherence and supplementary legal compliance.
8. Liability, Indemnification, and Disclaimers
8.1 Limitation of Liability
BeeSmartIT’s liability, whether expressed or implied, is limited to the fees paid by the Client over the three (3) months preceding any claim.
Neither party shall be liable for indirect, incidental, or consequential damages.
8.2 Indemnification
The Client agrees to indemnify and hold BeeSmartIT harmless from any third-party claims arising from misuse of the Services or a breach of this Agreement.
8.3 Disclaimer of Warranties
Services are provided “as is,” without any warranties, expressed or implied. BeeSmartIT does not guarantee uninterrupted or error-free service except as specified in the SLAs.
9. Termination
9.1 Termination for Convenience
After the initial twelve (12) month contract term, either party may terminate this Agreement by giving thirty (30) days’ written notice.
For subscription services, early termination is subject to the provisions in Section 4.3, and the Client is required to pay the remaining contract balance.
9.2 Termination for Cause
BeeSmartIT reserves the right to suspend or terminate Services immediately if the Client materially breaches any term of this Agreement.
Any outstanding fees up to the date of termination become immediately due.
9.3 Effect of Termination
Upon termination, all fees and charges incurred become immediately payable.
Access to data and services will be managed in accordance with our data retention and exit procedures.
10. Force Majeure
BeeSmartIT shall not be liable for any failure or delay in performance under this Agreement due to events beyond our reasonable control, including but not limited to natural disasters, war, pandemics, or governmental restrictions.
11. Governing Law and Jurisdiction
This Agreement shall be governed and construed in accordance with the laws of England and Wales. Any disputes arising out of or in connection with this Agreement will be subject to the exclusive jurisdiction of the courts of England and Wales.
12. Entire Agreement
These Terms and Conditions, together with our service guides and any agreed supplementary documents, represent the entire agreement between the parties and supersede all prior agreements, negotiations, and communications.
13. Notices and Contact Information
All notices or communications under this Agreement shall be sent to:
BeeSmartIT
Michael Winter
Telephone: 07960 610 760
Email: m.winter@beesmartit.com
Website: www.beesmartit.com
Notices will be deemed delivered in accordance with applicable law.
14. Customer Responsibilities
The Client is responsible for maintaining their own hardware, software, and internal IT policy compliance.
The Client agrees to implement recommended changes and cooperate with BeeSmartIT’s guidelines to ensure efficient and secure service delivery.
15. Amendments
BeeSmartIT reserves the right to update these Terms and Conditions periodically. Significant changes affecting scope or pricing will be communicated at least thirty (30) days in advance. By continuing to use our Services, you agree to be bound by any updated terms.
16. In-Scope Activities – Managed IT Subscription
The following activities are included within the scope of the Managed IT Services subscription, as outlined in our Basic Plan. These services are delivered under the standard monthly fee of £25 per device, subject to the fair usage policy described below.
16.1 Included Services
✅ User Account Administration: Creation, modification, access audits, and deactivation of user accounts.
✅ Microsoft 365 License Management: Optimisation, assignment, and usage reporting of Microsoft 365 licenses.
✅ Standard Password Resets: Password reset assistance during business hours.
✅ Email Configuration & Troubleshooting: Including authentication policy reviews and standard email setup.
✅ SharePoint & OneDrive Access Management: Periodic audits and policy modifications to improve data protection.
✅ Remote Support via Microsoft Teams Chat: Standard issue resolution through remote assistance.
✅ Quarterly Microsoft 365 License Utilisation Reports: Comprehensive reporting on license usage and optimisation opportunities.
✅ Automated Inactivity Reports: Identification of dormant accounts and inactive users.
✅ Standardised Email Signature Implementation: Setup and deployment of company email signatures.
✅ Monthly Service Performance Reports: Regular reporting on system performance and service delivery.
✅ Monthly System Improvement Suggestions: Proactive recommendations for system optimisation.
✅ Advance Notification of Microsoft Maintenance: Early warning of planned Microsoft service maintenance.
✅ Quarterly Security Awareness Materials: Distribution of security awareness resources using existing materials.
✅ Annual IT Roadmap Discussion: Strategic planning session for technology direction.
✅ Basic End-User Satisfaction Surveys: Regular feedback collection from users.
16.2 Fair Usage Policy
The Managed IT subscription includes up to 2 hours of administrative support per user per month. This is calculated as:
Total Monthly Hours = Number of Users × 2
For example:
If the total time spent on administrative support exceeds this allowance, additional time will be billed at £25 per hour, unless otherwise agreed in writing.
17. Out-of-Scope Activities – Additional Charges Apply
The following activities are NOT included in the Managed IT Services subscription and will be charged at £25 per hour unless otherwise agreed in writing:
17.1 Project-Based Work
❌ Major Projects or One-Off Tasks: Office relocations, major system migrations, setting up new infrastructure, or implementing new software platforms.
17.2 Out-of-Hours Support
❌ Support Outside Business Hours: Requests for help in the evenings, weekends, or holidays (unless subscribed to Premium Support add-on).
17.3 Third-Party Software Support
❌ Support for Non-Microsoft Products: Troubleshooting issues with bespoke software, third-party apps not covered in Microsoft 365/Azure scope, or liaising with external vendors on the client’s behalf.
17.4 Hardware Services
❌ Hardware Procurement, Setup, or Troubleshooting:
17.5 Custom Development
❌ Custom SharePoint or Teams Development Beyond Standard Access Management:
17.6 Domain Management
❌ New Domain Setups or Domain Migrations: Registering or configuring new domains, migrating email or services to a different domain, or consolidating multiple domains.
17.7 Vendor Management
❌ Third-Party Vendor Management: Contacting or coordinating with internet service providers, software vendors, or hardware suppliers on the client’s behalf.
17.8 Training Services
❌ Training Sessions or One-to-One User Coaching: Delivering personalised training on Microsoft 365 apps, running workshops, or providing in-depth tutorials for individual users.
17.9 Advanced Security (Without Add-On)
❌ Advanced Security Configuration:
17.10 Advanced Backup Services
❌ Custom Backup or Retention Policy Configuration:
17.11 Email Migrations
❌ Email Migrations Between Platforms: Moving mailboxes from Google Workspace to Microsoft 365, or from one Microsoft tenant to another.
17.12 Personal Device Support
❌ Support for Personal Devices or Home Networks: Troubleshooting home Wi-Fi, setting up personal laptops or phones, or resolving issues unrelated to the client’s business environment.
17.13 Custom Reporting
❌ Custom Reporting or Data Analysis: Creating bespoke reports from Microsoft 365 usage data, analysing user behaviour trends, or building dashboards beyond the standard reports included in the service.
17.14 Legacy System Support
❌ Support for Legacy or Unsupported Systems: Troubleshooting or maintaining software or hardware that is end-of-life or no longer supported by the original vendor.
17.15 Third-Party Account Recovery
❌ Account Recovery for Non-Managed Services: Recovering access to third-party services (e.g., social media, banking, or personal email accounts) that are not part of the managed Microsoft 365 environment.
17.16 Non-Business IT Support
❌ Configuration or Support for Non-Business IT Environments: Setting up IT for personal projects, home labs, or family members using the client’s business account or infrastructure.
17.17 Custom Integrations
❌ Custom Integrations with Third-Party Tools: Connecting Microsoft 365 with CRM systems, finance platforms, or other SaaS tools not covered in the standard service scope.
17.18 Advanced Mobile Device Management
❌ Mobile Device Management Beyond Initial Setup:
By engaging in our Services, you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions, including the clear distinctions between in-scope and out-of-scope activities.