Managed IT Support Agreement – Terms & Conditions

1. Definitions

• “Provider” refers to DJW Repairs (Waters Digital LTD).
• “Client” refers to the organisation or individual receiving services.
• “Services” refers to the managed IT support, maintenance, monitoring, and related services outlined in the agreement.
• “Agreement” refers to this contract including all schedules and appendices.

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2. Scope of Services

2.1 The Provider agrees to deliver IT support services as outlined in the agreed service package.
2.2 Services may include (but are not limited to):

• Remote and/or onsite IT support
• System monitoring and maintenance
• Cybersecurity management
• Backup management
• Hardware and software support

2.3 Any services outside the agreed scope may be chargeable at the Provider’s standard hourly rates.

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2.a Scope of Included Support & Chargeable Work

The monthly support fee covers routine, day-to-day IT support services required to maintain the Client’s existing IT environment in a stable and operational condition. This includes reactive helpdesk support, basic troubleshooting, and standard system maintenance as defined within the agreed service package.

For the avoidance of doubt, the monthly support fee does not include any form of project work, non-routine activity, or material changes to the Client’s IT systems.

Out-of-scope (chargeable) work includes, but is not limited to:

• Installation or deployment of new hardware or software
• System upgrades, migrations, or infrastructure changes
• Major troubleshooting requiring extended time or specialist input
• Cybersecurity remediation following incidents or breaches
• Consultancy, planning, or advisory services
• Third-party vendor liaison beyond standard support
• Work relating to systems, users, or devices not covered under this Agreement

All such work will be chargeable in addition to the monthly support fee at the Provider’s prevailing rates and will be invoiced upon completion unless otherwise agreed in writing.

Where reasonably practicable, the Provider will notify the Client in advance that work falls outside the scope of the Agreement. However, the Provider reserves the right to proceed with such work where it is necessary to maintain service continuity, security, or system integrity. In such cases, the work shall remain fully chargeable.

The Provider’s determination of whether work falls within or outside the scope of the Agreement shall be final and binding.

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3. Term of Agreement

3.1 This Agreement shall commence on the agreed start date and continue for a minimum term of 12 months, unless otherwise specified.
3.2 The Agreement will automatically renew for successive 12-month periods unless terminated in accordance with Section 10.

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4. Fees and Payment Terms

4.1 The Client agrees to pay the monthly or annual fees as set out in the agreement and/or the initial invoice.
4.2 Payments must be made within the agreed payment terms (e.g., due on receipt, 14 or 30 days from invoice date).
4.3 The Provider reserves the right to suspend services for non-payment.
4.4 Where monthly payment by direct debit or recurring card payment is provided there will be a 10% processing fee added.
4.5 Fees may be reviewed annually with reasonable notice (typically 30 days).
4.6 All recurring services and subscriptions must be paid via direct debit or recurring card payment.
4.7 Licence costs are subject to change, inline with Microsoft's licence cost increases. 30 days notice will always be given.

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5. Client Responsibilities

The Client agrees to:

• Provide accurate and up-to-date system information
• Maintain valid software licensing
• Ensure reasonable access to systems, hardware, and premises
• Promptly report issues or incidents
• Follow recommended security practices

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6. Service Levels

6.1 The Provider will use reasonable endeavours to meet agreed response and resolution times.
6.2 Response times may vary depending on issue severity and service plan.
6.3 No guarantee is made that all issues will be resolved within a specific timeframe.

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7. Data Protection and Security

7.1 Both parties agree to comply with applicable data protection laws, including the UK GDPR.
7.2 The Provider will implement reasonable security measures but cannot guarantee complete protection against all cyber threats.
7.3 The Client remains responsible for the integrity and legality of their data.

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8. Liability

8.1 The Provider shall not be liable for:

• Loss of profits, revenue, or business
• Data loss where backup solutions are not in place or maintained
• Indirect or consequential damages

8.2 The Provider’s total liability shall not exceed the total fees paid by the Client in the preceding 12 months.

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9. Confidentiality

Both parties agree to keep confidential any proprietary or sensitive information obtained during the course of the Agreement.

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10. Termination

10.1 Either party may terminate this Agreement for cause if the other party breaches its terms and fails to remedy within 14 days of notice.

10.2 Cancellation / Non-Renewal Requirement:
The Client must provide a minimum of 30 days’ written notice prior to the annual renewal date if they wish to cancel or not renew the Agreement.

10.3 Failure to provide the required notice will result in automatic renewal for the next 12-month term.

10.4 The Provider reserves the right to terminate the Agreement with 30 days’ written notice.

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Business IT Support

Pricing

• Remote IT Support is charged at £80 per hour
• Out of Hours Remote IT Support is charged at £120 per hour 
• Onsite IT Support is charged at £140 per hour 
• Out of Hours Onsite IT Support is charged at £180 per hour

Terms

• Where monthly billing applies; this will be for day-to-day IT Support as agreed contractually.
• Individual projects not covered by general monthly IT support will be charged once the project is complete or at the recurring monthly billing date and under the payment terms agreed for your account with DJW Repairs (Waters Digital LTD).

 

On-site/Site Visits

Booking; Please contact DJW Repairs via email, our contact form or via telephone to book your site visit.

Site Visit Charges; Site visits will be charged once completed and payment will be taken on-site via card or cash. Contract clients will be billed by invoice.

There is a minimum of 1 hour charge (£140) per site visit and charged per half hour thereafter.

Cancellation of site visit; If you need to cancel your booked site visit please do so by calling 01296 583423.

Cancellation of any visit within 1 working day of the planned date and time of the visit will incur a half hour charge at the current site visit rate of £140 per hour.

 

Data Recovery

We believe data recovery should be available to everyone which is why we provide a set price model at reasonable prices, whilst maintaining the highest level of technical ability.

Standard, Advanced or Advanced Plus?

Sending the drive to us for recovery is agreeing the standard charge, if we can recover any data under this service, we will proceed straight away and without delay.

If an Advanced or Advanced Plus service is required we will provide our findings and seek your approval before proceeding. At this point you can agree and we will continue the recovery process, or you can decline with only the applicable carriage charges to pay.

 

Prices

(RAID, CCTV and Forensic work is quoted on a per job basis and would need to be discussed in advance with one of the DJW Repairs team)

Conditional charges

These charges will only apply under the relevant circumstances.

Collection and Delivery

Packaging a laptop for posting (shipping) requires careful preparation to ensure it reaches its destination safely, without being damaged. Please follow the advice below to avoid your device being damaged in transit. **

Collection and Delivery are charged at £12 minimum each way.

• Maximum Weight 5 kg
• Maximum Length 0.52 m
• A maximum of 1 parcels per order
• Maximum Height 0.16 m
• Maximum Width 0.4 m

In the event a collection is missed or refused by the courier we may levy a charge for the collection price.

 

1. Back Up Your Data and Remove Personal Information

• Backup your data: Before shipping, ensure you have a backup of all important files and documents.
• Remove sensitive information: For privacy and security reasons, consider wiping personal data from your laptop. You can use software tools to reset or clear your device before shipping it, especially if the laptop is being sold or transferred.

2. Power Down and Disconnect

• Turn off the laptop: Power down your device completely and make sure it is not in sleep mode.
• Remove all accessories: Detach peripherals like USB drives, headphones, external hard drives, cables, and chargers to prevent them from getting damaged or causing pressure on the laptop.

3. Protect the Laptop with a Sleeve or Padded Case

• Use a protective sleeve or case: Before placing the laptop in the box, put it inside a padded laptop sleeve or case. This will help protect it from scratches, dust, and some impact during shipping.
• If you don’t have a specific laptop case, a soft, thick cloth (like a towel or sweater) can serve as an additional layer of protection.

4. Wrap the Laptop in Bubble Wrap

• Bubble wrap for shock absorption: Wrap the laptop in several layers of bubble wrap, ensuring all corners and edges are well-protected. Make sure the laptop is fully covered with a generous amount of bubble wrap.
• Secure the wrap: Use tape to hold the bubble wrap securely in place, making sure it won’t shift during transit.

5. Choose the Right Box

• Select a sturdy box: Choose a shipping box that is slightly larger than the laptop but not too big. The laptop should fit snugly with padding, but there should still be enough space for cushioning material on all sides.
• Double-boxing for extra protection: For added protection, consider double-boxing. Place the laptop in a small, sturdy box first, then place that box inside a larger one with extra padding in between. This provides additional cushioning in case the box gets dropped or squished.

6. Add Ample Padding Inside the Box

• Use packing peanuts: Fill the bottom of the box with packing peanuts or foam inserts to cushion the laptop. Make sure it’s well-padded around the sides and edges.
• Fill all empty spaces: After placing the bubble-wrapped laptop in the box, fill any remaining gaps with more packing peanuts, crumpled paper, or foam. The laptop should not be able to shift inside the box.
• Avoid over-packing: While padding is important, avoid over-stuffing the box, as this could create excessive pressure on the laptop.

7. Seal the Box Securely

• Use strong packing tape: Seal the box with high-quality packing tape. Ensure all seams are fully taped, and the box is tightly closed. Use tape around the edges and corners for added security.
• Double-check for openings: Before sealing, check that there are no small gaps or openings where the laptop could escape from the padding.

8. Label the Package Clearly

• Clear address labeling: Write the sender’s and recipient’s addresses clearly on the outside of the box. It’s a good idea to use a printed label for clarity.
• Mark as "Fragile": Label the package as "Fragile" to ensure it’s handled with care during transit. You can write this on the box or use official “Fragile” stickers.
• Add handling instructions: If needed, include a note saying "This Side Up" or "Do Not Drop" to ensure the package is oriented correctly and treated with care.

 

By following these steps, you'll significantly reduce the risk of your device being damaged while in transit. Proper packaging, choosing the right box, and ensuring proper labeling and insurance can make a huge difference in ensuring the safe arrival of your device.**

**Legal Disclaimer for Parcel Collection, Waters Digital LTD T/A DJW Repairs

By scheduling a parcel collection with Waters Digital LTD T/A DJW Repairs ("DJW Repairs"), the customer acknowledges and agrees to the following terms and conditions regarding the safety and handling of their package:

1. Customer Responsibility for Package Safety
   The customer is solely responsible for ensuring that the package is securely and properly packed before it is collected. DJW Repairs is not liable for any loss, damage, or theft that occurs during transit or after the parcel has been collected if the package is inadequately packed, insufficiently cushioned, or improperly sealed. It is the customer’s duty to ensure the contents of the package are adequately protected for shipping.
2. Packaging Requirements
   The customer agrees to package their item(s) appropriately to withstand the rigors of transport. DJW Repairs recommends using high-quality packing materials such as bubble wrap, foam padding, and sturdy boxes to prevent any damage to the contents. The customer is responsible for any damage that may result from inadequate packaging.
3. Insurance and Risk
   The customer acknowledges that they bear full responsibility for any loss, damage, or delay in the delivery of the package once it is collected. Customers are advised to consider purchasing appropriate insurance for the parcel, especially if the contents are valuable or fragile. DJW Repairs does not provide insurance for the customer’s package and is not responsible for any damage that may occur during transit.
4. No Liability for External Factors
   DJW Repairs is not liable for any issues that arise from external factors such as delays, mishandling by third-party courier services, or adverse weather conditions. The customer accepts these risks when opting for the parcel collection service.

By accepting these terms, the customer affirms their understanding of the above conditions and agrees to bear full responsibility for the safety and condition of their parcel during the collection and transit process.

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Occasionally data recovery will require nand chip removal/reading and various calibration requirements for data recovery and DJW Repairs may source this out to 3rd party providers. This may involve shipping your device to a trusted 3rd party providers in order to carry out your data recovery. 
Costs for this are covered in the price agreed for recovery. Any additional costs will always be presented before carrying out any data recovery.

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Waters Digital LTD T/A DJW Repairs

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