Terms of Service

These terms apply to the services provided by Proactive Technology Group Ltd trading as Proactive IT Experts. Service-specific terms, response times and inclusions are set out in your service schedule, which takes priority where the two differ.

Unless your service schedule says otherwise, managed services run on a rolling monthly agreement. Either party may terminate with one month's written notice, with no exit fee.

Charges for work already carried out, and for hardware or licences ordered on your behalf, remain payable on termination.

Our committed critical response time is 30 minutes during the coverage hours set out in your schedule. Response means an engineer making contact and beginning work on the issue. It is not a guarantee that every fault is resolved within that window.

Where a fault lies with a third party such as an internet provider or a software vendor, our obligation is to diagnose, escalate and chase rather than to resolve directly.

We need timely access to systems, accurate information, and a nominated contact who can authorise changes. Response times do not run while we are waiting on any of those.

You are responsible for the legality of the data you ask us to store or process, and for ensuring your staff complete any security awareness training we provide.

Nothing in these terms limits liability for death or personal injury caused by negligence, or for fraud. Subject to that, our total liability in any twelve-month period is limited to the fees you have paid us in that period.

We do not exclude liability for loss of data where our backup service is within scope, but we do ask you to accept that no backup system can guarantee the recovery of every file.

These terms are governed by the law of England and Wales.

Email [email protected] or ring 0330 341 0170 and ask for the account management team.