Below are our General Terms of Service. Where applicable, please refer to your project paperwork for full Terms and Conditions.
DEFINITIONS:
OPENING/WORKING HOURS
Our working hours are 9 a.m. to 5 p.m. GMT Monday to Friday. Our staff are not obliged to respond to contact from The Client made outside of this timeframe. We close on weekends, Bank Holidays and throughout the Christmas and New Year period. Servers are monitored 24/7/365 in case of emergencies, however direct contact with Our staff during this time remains as per our working days and hours specified. We reserve the right to close without notice during the specified working hours, for unforseen emergency situations.
GENERAL PAYMENT TERMS
Payment terms are specific to each project, though in all cases, invoices are to be paid strictly within 28 days from date of invoice. For interim project invoices, payment is required before moving to the next stage. Interest may be applied to overdue amounts. Queries relating to any invoice must be raised in writing to us, within 7 days of date of invoice.
REMEDIES FOR OVERDUE PAYMENT
If payment has not been received by the due date, We reserve the right to suspend existing and ongoing work for The Client, until such time that full payment of the outstanding balance has been received. We reserve the right to invoice The Client for interest and charges on the outstanding balance, suspend any unpaid services and revise future payment terms accordingly. The Client must bear the costs of any Third Party recovery fees incurred to Us, as a result of overdue or non payment.
STATUS AND DURATION OF PROPOSALS, OFFERS, ESTIMATES AND QUOTATIONS
Proposals, offers, estimates and quotations are valid for a period of 14 days from the date issued, unless otherwise stated. We are not bound to honour any that have expired.
THIRD PARTIES
Any Third Party integration, add ons or systems and related contracts, support or personnel, are solely between the Client and the Third Party. We are not responsible for any issues encountered with a Third Party and reserve the right to charge a reasonable fee, should a request be made to Us to become involved in investigating, or the remedy of, such issues.
LIABILITY
The Client understands that We do not guarantee a level of success for their business venture and accept no responsibility for loss of earnings, or failure to achieve financial goals under any circumstances, including but not limited to, any technical issues, errors or downtime arising in relation to The Work or services provided by Us, or Third Party integrations, services or personnel. Issues arising may be dealt with, where applicable and active, under your Technical Warranty, or Maintenance Options and Support Contracts. It is solely The Client’s responsibility to check The Work thoroughly prior to agreeing to use in a production environnment.
SECURITY RESPONSIBILITY OF THE CLIENT
The Client is to take all reasonable measures to protect any data and personal information in relation to The Work, including but not limited to; granting access to only appointed staff members and taking measures to prevent any unauthorised staff members accessing The Work, maintaining latest security measures on all computer/device set ups including those used in the case of The Work being accessed offsite of the trading premesis, ensuring the secure storage of log in details and passwords for The Work, putting protection measures in place in the event of theft or forceful access. We are not responsible for any breaches in security including, but not limited to as a result of; malware, viruses, wifi breaches, breaches by employees, previous employees or other Third Parties whether malicious or otherwise or through loss/theft of devices. See also 'DATA PROTECTION RESPONSIBILITY OF THE CLIENT'.
DATA PROTECTION RESPONSIBILITY OF THE CLIENT
The Client acts as the Data Controller for any personal information entered in to The Work, including but not limited to; any element of the software, website or adminstration area, We act as the data processor only. The Client agrees to take best practices to protect any data entered into The Work, inline with their own in-house Data Protection policy. Where We are requested to import the data, this is done so on the understanding that The Client has obtained the appropriate consent with their client(s) and that they are aware that a Third Party is accessing their data. As part of Our ongoing technical support, including but not limited to; diagnostics and bug fixing, We will have access to customer data on an ongoing basis and The Client should also clearly make their customers aware of this.
CONTENT COPYRIGHT AND LIABILITY
All content and requests supplied by The Client must not breach any copyright or laws and is provided at their own liability. We accept no responsibility for implementing content or requests that breach copyright laws, legislation, intellectual property rights or trademarks. The Client is responsible for meeting the requirements of any Third Party contract, unless otherwise specified.
ADVANCEMENTS AND CHANGES IN TECHNOLOGY
Due to the ever changing and evolving nature of technology, The Client accepts that there will inevitably be changes in the way technology works, which may have an effect on functionality of The Work in the future. We reserve the right to charge for the investigations and remedy of such issues, after any initial 12 month Technical Warranty period (where applicable, if specified in your original project paperwork) has lapsed, or should an issue be found to be attributable to The Client or Third Party. Major Changes by handsets/device manufacturers and browser providers, whether unforeseeable or not, are not covered by Our Technical Warranty. The Work is built for the latest range of mainstream industry standard handsets/devices and browsers, relevant at the time of creation. Due to the vast variation in devices which can utilise the software, their individual settings and variations in browser software, older devices and browser versions cannot be guaranteed to work as expected.
INDIVIDUAL PROJECTS
Each project we undertake with The Client is done so with a mutually agreed set of Terms and Conditions. These ensure that The Client knows exactly what to expect and when, when payment stages are due, and the remedies if payments are not received, or The Client needs to cancel the project before completion. We ensure we remain transparent throughout every project, and keep our Terms and Conditions fair for all parties. A copy of the Terms and Conditions is sent to The Client prior to commencement, for them to sign. Once this is signed and confirmed as received by Us, any specified deposit invoice is raised accordingly and on receipt by Us, the project can begin.
WEBSITE, EMAIL AND CLOUD SOFTWARE HOSTING SERVICES
Our Servers are monitored 24/7/365 in case of emergencies. We invest heavily in leading robust hosting systems and interruptions are highly unlikely, however We do not guarantee a particular level of uninterrupted service and cannot be held liable for losses in any periods of downtime.
Hosting is payable on a per annum rate and refunds for hosting services agreed are not issued under any circumstances, including but not limited to, in the event that The Client terminates the hosting agreement prior to annual renewal. This is due to resources being specificallye allocated for The Client on an annual basis, whereby We cover associated hosting costs in advance, on behalf of The Client.
Clients will be invoiced 30 days prior to their hosting service renewal date. Should payment not be received by The Client following our automated reminders, their service will be suspended. We will then contact The Client via email for a final time in relation to the renewal and if payment is still not received, we have to assume the service is no longer required, and as such the service will be terminated. This means any data stored in relation to this hosting service will be deleted immediately, at such a point.
Unless otherwise stated, our website and email hosting services are inclusive of one remote session to set up email on The Client’s desktop or laptop computer, if required. Tablets and mobile phones cannot be accessed via remote sessions, as such standard instructions can be provided for these devices if required. Whilst We will endeavour to assist in the set up of email accounts on all devices at the request of The Client, We are not obliged to provide support for any technical queries or issues in relation to settings and connections on individual devices and in some cases it may be necessary to refer The Client to their device manufacturer or supplier for assistance.
Should any reported hosting issue be attributable to The Client, such as but not limited to, a change or fault in their equipment or internet connection, updates to software or interference by a third party, or outdated devices and browser versions, We are not obliged to provide technical support in relation to issues beyond our control and We reserve the right to charge a reasonable fee to investigate or rectify hosting issues arising as a result of this.
DOMAIN NAMES
High Quality Technology Ltd exclusively registers domain names on behalf of its own clients, and does not operate a reseller program, or register domain names on behalf of third parties.
Any .co.uk domain names are typically renewed for a two year period, any .com or other domain names are typically renewed for a one year period. Clients are invoiced 60 days prior to their renewal date, to give them time to pay. Should payment not be received during this period, the domain name will not be renewed by High Quality Technology Ltd, and there then fall under the cancellation periods dictated by Nominet for .uk name spaces and the associated governing body for all other non-uk name spaces.
All .uk name space domain names purchased through High Quality Technology Ltd are subject to the Nominet Terms & Conditions which are available at http://www.nominet.org.uk/go/terms. High Quality Technology Ltd are bound by the Nominet registrar agreement which can be found at http://www.nominet.org.uk/become-registrar/registrar-agreement/registrar-agreement-contract
COMPLAINTS
In the unlikely event that you are not happy with the service provided by High Quality Technology Ltd, we request that your complaint is put in writing to management@highqualitytechnology.co.uk, whereby it will be picked up by the Managing Director. You should expect a response within 2 working days, and a resolution within 10 working days.
If you believe there are grounds to complain about a breach of High Quality Technology Ltd registrar agreement with Nominet, you can access their dispute resolution service at http://www.nominet.uk/disputes/complaining-about-registrar/complaints-procedure
EMAIL ABUSE/SPAM COMPLAINTS
If you have received spam, or malicious content from one of our servers, or a domain name we are associated with, please send full details, including the original email to support@highqualitytechnology.co.uk. This will then be investigated and a full response given to you within 10 working days
At HQT, we pride ourselves on providing a quality service, and understand how frustrating it can be when you are awaiting responses. As a result, where possible we endevour to reply to all customer service enquiries within 3 working days. Requests are prioritised based on their urgency, and our professional perception of the potential impact on your business.
These Terms and Conditions are governed by the law of England and Wales and are subject to the jurisdiction of the Courts of England and Wales. We reserve the right to update and amend these Terms and Conditions at any time in the future. If The Work is ongoing during such a time, we will notify The Client in writing when amendments to Our Terms and Conditions occur. Otherwise, The Client will be supplied with updated Terms and Conditions at such a time relevant in future, when we deem necessary, or when new Work is requested.
