Part A – General terms
These terms apply to all goods and services supplied by IT INFINITY LIMITED (company number 15703369, registered office 113 Poynder Drive, England, ME6 5SP) (“we”, “us”) to the customer named in the Order Form or Estimate (“the Client”, “you”).
1. Definitions
- Agreement
- these terms together with the Order Form or accepted Estimate. If they conflict, the Order Form or Estimate takes priority.
- Order Form
- the document setting out the Client's details, the Support Services and the monthly fee.
- Estimate
- our written quotation for goods or services.
- Support Services
- ongoing managed IT support provided for a monthly fee under Part B.
- One-off Purchase
- any hardware, software, licence or project work supplied for a single price under Part C.
- Goods
- hardware, equipment and physical items we supply.
2. How these terms apply
2.1These terms apply to every order you place with us and override any terms you put forward.
2.2Part B applies only to Support Services. Part C applies only to One-off Purchases. Part A applies to both.
2.3Any work you request that is not covered by your Support Services is a One-off Purchase and will be estimated and charged separately.
3. Estimates
3.1Estimates are valid for 7 days unless the Estimate states otherwise. After that we may withdraw or reissue them without notice.
3.2An Estimate is an invitation to place an order. A binding contract is formed when you accept it in writing (including by email or electronic signature) and we confirm the order.
3.3Estimates are based on the specification you give us and costs at the date of issue. Changes you request after acceptance will be charged at our prevailing rate.
3.4Until an order is confirmed, we may change or withdraw an Estimate for any reason, including where goods become unavailable or supplier prices rise.
3.5Prices for non-stocked items depend on supplier price and stock and are confirmed only once the order is placed. If a price changes before we place the order with our supplier, we will tell you and you may cancel without charge.
3.6If an item becomes unavailable, we will propose a substitute for your approval.
3.7Where a special price or discount applies, no other promotion or discount can be combined with it.
3.8We usually respond to estimate requests within 24 hours. Tell us if you need it sooner.
4. Prices and payment
4.1All prices exclude VAT, which is added at the prevailing rate.
4.2Invoices are payable on the dates set out in Part B or Part C.
4.3If any amount is overdue, we may:
4.4You may not withhold or set off any amount against our invoices.
5. Your responsibilities
5.1Give us reasonable access to your premises, systems and staff, and accurate information.
5.2Keep your own software licences valid unless we supply them under this Agreement.
5.3Tell us promptly about any fault or security incident.
6. Liability
6.1Nothing in this Agreement limits or excludes liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot be limited or excluded by law.
6.2We are not liable for loss of profit, revenue, business, goodwill, or anticipated savings, or for any indirect or consequential loss.
6.3We are not liable for loss or corruption of data except to the extent caused by our failure to carry out backup services we have expressly agreed to provide.
6.4Our total liability in any 12-month period is limited to the total fees you paid us in that period.
7. Data protection and confidentiality
7.1Where we process personal data on your behalf (including patient data), we do so as your processor under the UK GDPR and the Data Protection Act 2018, only on your documented instructions, and in line with our Data Processing Agreement.
7.2Each party will keep the other's confidential information confidential and use it only to perform this Agreement.
8. Force majeure
8.1Neither party is liable for delay or failure caused by events beyond its reasonable control, including supplier or carrier failures, power or network outages, and cyber attacks on third-party infrastructure.
9. General
9.1This Agreement is the entire agreement between us about its subject matter.
9.2Changes to this Agreement are only valid if agreed in writing by both parties.
9.3We may subcontract any part of the work but remain responsible for it.
9.4This Agreement is governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction.
Part B – Managed support services
10. Term and renewal
10.1Support Services start on the date the Order Form is signed and continue for an initial term of 12 months.
10.2After the initial term, the Agreement renews automatically for successive 30-day terms unless either party gives at least one calendar month's written notice not to renew.
11. Services
11.1The services covered by the monthly fee are set out in the Service Schedule (Appendix B).
11.2Anything outside the Service Schedule is a project and will be estimated and charged as a One-off Purchase under Part C.
12. Fees
12.1The monthly fee is stated in the Order Form, is invoiced monthly in advance, and is due on the first day of each month.
12.2Where the Order Form says so, the first month's fee may be included in the price of an associated hardware purchase.
12.3If payment is not received within 5 days of the due date, we may suspend Support Services until it is paid.
12.4We may review the monthly fee once a year by giving at least one calendar month's written notice.
13. Termination
13.1Either party may end the Agreement at the end of the initial term or any renewal term by giving notice under clause 10.2.
13.2The Client may terminate by written notice if we:
13.3We may terminate by giving one calendar month's written notice, or immediately if the Client fails to pay any amount within 30 days of its due date.
14. Exit assistance
14.1On termination, we will help transfer the services in an orderly way to you or a new provider you nominate, including handing over passwords, documentation and data we hold for you.
14.2Exit assistance is charged at our prevailing rate.
14.3We will return or securely delete your data in line with our Data Processing Agreement.
Part C – One-off purchases
15. Ordering
15.1We do not hold stock. We order Goods from our suppliers only after you accept an Estimate and pay for the order.
15.2Once we have placed the order with our supplier, you may cancel only if the supplier agrees to take the Goods back, and you must pay any restocking fee or costs we incur.
16. Payment
16.1Unless otherwise agreed in writing, full payment for a One-off Purchase is due on acceptance of the Estimate, before we order Goods or start work.
16.2Where we agree different payment terms (for example staged payments on a larger project), they will be stated on the Estimate or Order Form, and any balance is due within 14 days of the invoice date.
17. Delivery
17.1Delivery dates are estimates from our suppliers and are not guaranteed. Time of delivery is not of the essence.
17.2Delivery charges are added to the order unless the Estimate says otherwise. Delivery charges shown on an Estimate are estimates only.
17.3You must check Goods on delivery and tell us of any damage, shortage or wrong item within 3 working days.
18. Risk and ownership
18.1Risk in the Goods passes to you on delivery.
18.2Ownership of the Goods stays with us until we have received payment in full. Until then you must keep them in good condition, insured, and identifiable as our property, and we may recover them if payment is overdue.
19. Software and licences
19.1Software and subscriptions are supplied under the publisher's licence terms, which you agree to comply with.
19.2Licences and subscriptions generally cannot be cancelled or refunded once activated. Where the publisher allows a refund, we will pass it on less any costs we incur.
20. Returns
20.1Not all products can be returned. We need our distributor's approval before any return or refund.
20.2Approved returns of non-faulty Goods must be unused and in original packaging, and may carry a restocking fee.
21. Warranty
21.1Goods carry the manufacturer's warranty only, normally covering parts and labour for hardware on a return-to-base basis. We will help you make a claim, and on-site attendance is chargeable unless covered by your Support Services.
21.2We will carry out installation and project work with reasonable skill and care. If you tell us of a defect in our workmanship within 30 days of completion, we will correct it free of charge.
21.3We give no other warranty about the Goods, and we are not responsible for faults caused by misuse, accident, unauthorised modification, or software and equipment not supplied by us.
Appendix B – Service schedule
The monthly fee covers the services below for the users and devices listed in the Order Form.
B1. Support hours
Monday to Friday, 08:00 to 18:00, and Saturday, 09:00 to 17:00, excluding UK bank holidays. Support can be requested by phone, email or our support portal.
B2. Response targets
| Priority | Example | Target response |
|---|---|---|
| Critical | Whole practice affected: practice management software, server or internet down | 30 working minutes |
| High | Several users or a key workstation affected, such as reception or imaging | 1 working hour |
| Normal | Single user affected, or a workaround is available | 1.5 working hours |
| Low | Requests, changes and advice | 2 working hours |
Response means we have acknowledged the issue and started work. Resolution times depend on the fault and on third-party suppliers.
B3. Included services
- Unlimited remote support for covered users and devices.
- Proactive monitoring of covered servers and workstations.
- Windows and third-party application updates and patching.
- Managed antivirus and endpoint protection on covered devices.
- Management of network and firewall equipment we supply or approve.
- Liaison with third-party suppliers on your behalf, including practice management and imaging software vendors, internet providers and printer suppliers.
- Backup monitoring and restore assistance, where a backup service is in place.
- Guidance on DSP Toolkit and Cyber Essentials requirements, and IT evidence for your submissions.
- Keeping an asset register and documentation of your IT setup.
B4. Not included
The following are charged separately as One-off Purchases under Part C:
- Hardware, software, licences and consumables.
- New installations, upgrades, workstation builds, and office moves or refits.
- Work on users, devices or software not listed in the Order Form.
- Work outside support hours, unless agreed in advance.
- Repairs caused by misuse, accidental damage, or work carried out by third parties.
- Data recovery beyond restoring from existing backups.
- Formal staff training.
- Certification fees, and full completion of DSP Toolkit or Cyber Essentials submissions, unless included in the Order Form.
Use of this website
These terms cover your use of www.itinfinity.co.uk. They sit alongside, and do not change, the terms above that apply to our goods and services.
You may use this website only for lawful purposes. You must not attempt to gain unauthorised access to the website, our systems or networks, or use the website to transmit anything harmful or unlawful.
The content, branding and design of this website belong to IT INFINITY LIMITED or its licensors. Third-party product names and logos belong to their respective owners.
Information on this website is provided for general guidance and does not form an offer. Prices, specifications and availability are confirmed only in an Estimate or Order Form.
We may update these terms from time to time. The version published on this page applies from the date shown above.
Contact us
If you have any questions about these terms, please contact us:
IT INFINITY LIMITED
113 Poynder Drive, England, ME6 5SP
Company number 15703369
Email: info@itinfinity.co.uk
Phone: 01622 230 841