Support Terms and Conditions

1. INTRODUCTION

This document sets out the standard Terms and Conditions under which Blackheath Systems provides IT support, training, and technical services to its clients.  

1.1 Definitions

• Blackheath Systems: Trading Office: Hatcliffe Close, SE3 9UE. Telephone: +44 7975 656462. Email: support@blackheath.systems.  

• Client: The Company (acting via an Authorized Representative) or Home User requesting services.  

• Working Hours: 09:00 to 17:30, Monday to Friday (excluding UK Public Holidays).  

• Language: Support and documentation are provided in English.  

2. THE CONTRACT

2.1 Acceptance

By requesting IT support, tuition, or technical services from Blackheath Systems via phone, email, scheduled visit, or any other method, you are deemed to have read, understood, and agreed to these Terms and Conditions.  

2.2 Service Structure

Blackheath Systems operates on a Pay As You Go basis, unless a separate written Maintenance and Support Contract is agreed.  

2.3 Service Provision & Distance Selling Regulations

When ordering services from Blackheath Systems, you agree to the immediate provision of the service. Consequently, you acknowledge that you cannot cancel the service under the Consumer Protection (Distance Selling) Regulations 2000 once service delivery has commenced.  

3. FEES, RATES & CHARGES

3.1 Hourly Rates

Work is billed on a Pay As You Go basis at the following standard rates (charged in minimum 30-minute increments following a 1-hour minimum engagement):

• Standard Technical Support & Services: £80.00 per hour. This covers diagnostic work, repairs, system administration, network setups, security configurations, and technical consulting.  

• Tuition & Training: £40.00 per hour. This rate applies strictly to pre-scheduled, non-diagnostic 1-on-1 or group instructional sessions (e.g., general software usage, device orientation). If a tuition session requires fault diagnosis, malware removal, or system repairs, standard technical rates (£80.00/hr) apply for that portion of work.  

3.2 Out-of-Hours Rates

• Work requested and performed outside normal Working Hours (by prior arrangement) is billed at time-and-a-half (£120.00/hr for technical support).  

• Work carried out on Sundays or UK Bank Holidays is billed at double time (£160.00/hr for technical support).  

3.3 Travel & On-Site Visits

• Rates start from £80.00 per hour. Where on-site visits are required, billable time includes travel time from Blackheath Village to your location and return.  

• Mileage: No mileage fee is charged for visits within a 10-mile radius of Blackheath Village.  

• Overnight Stays: If an overnight stay is required, accommodation and reasonable subsistence expenses are passed on to the Client at direct cost.  

3.4 Parts, Hardware, and Software

• Parts & Hardware at Cost: All replacement parts, components, hardware, and third-party software licenses are supplied to the Client at cost price. Any supplier delivery or freight costs incurred in procuring parts will be itemized and passed on at cost price.  

• Ownership / Retention of Title: Goods supplied remain the property of Blackheath Systems until the associated invoice has been paid in full. If an invoice remains unpaid after 30 days, Blackheath Systems reserves the right to recover and repossess the goods.  

4. PAYMENT TERMS

• Invoices are payable within 7 days of receipt via Bank Transfer or Cheque, unless otherwise agreed in writing.  

• The Client remains responsible for all ongoing third-party costs, software license fees, and remote access VPN/management software costs necessary for support.  

5. SCOPE OF SERVICES & DELIVERY

5.1 Covered Areas

Blackheath Systems provides advice, assistance, and technical services across:  

• PC & Apple Hardware: Diagnostics, repairs, hardware upgrades, and replacements.  

• Security & Infrastructure: Firewalls, anti-virus, network management (wired and Wi-Fi), data backups, and encryption.  

• Operating Systems & Applications: Microsoft Windows, Apple macOS, Linux, Microsoft 365, email platforms, accountancy software, and general business/productivity tools.  

• Consulting & Projects: IT architecture, hardware/software procurement advice, policies, and project delivery.  

5.2 Delivery Methods

Support is provided via:

1. Site Visits  

2. Remote Control Software  

3. Telephone Help Desk  

5.3 Response Times

All dates and response times provided are estimates. Blackheath Systems will use reasonable endeavors to meet target times, but does not guarantee fixed completion times.  

• Emergency Calls (e.g., Server/Primary Network Down): Remote diagnosis within 4 working hours (subject to remote access availability). On-site availability within 8 working hours if required.  

• Non-Emergency Calls: Remote diagnosis within 8 working hours. On-site visit times are mutually agreed on a case-by-case basis.  

6. CLIENT RESPONSIBILITIES

• Data Backups & Safeguards: Blackheath Systems support is not a substitute for regular client data backups, maintained anti-virus software, and appropriate security practices. The Client remains responsible for ensuring critical data is backed up prior to any technical work.  

• Access & Appointments: You must grant remote or physical site access at agreed appointment times. Failure to provide access for a scheduled appointment may result in a missed appointment charge.  

• Software Requirements: If software or remote support agents are required to deliver service, you agree to allow their installation. Refusal to install required tools may result in reduced service levels or withdrawal of support.  

• Administrative Access: You agree to allow Blackheath Systems engineers to create administrative accounts and store necessary technical documentation in our secure system database for servicing purposes.  

7. FAULT RECTIFICATION & HARDWARE REPAIRS

• If a fault cannot be fixed on-site, option will be given to repair off-site.  

• Quotations will be provided for off-site hardware repairs prior to carrying out work.  

• Warranty Items: For hardware under manufacturer warranty, Blackheath Systems will liaise with the vendor on your behalf. Direct hardware repairs will not be carried out on equipment covered by an active manufacturer warranty.  

• System Restores: If a main hard drive is replaced, operating system reinstallation and backup restoration are provided subject to the Client providing valid, original software license keys.  

8. LIMITATION OF LIABILITY & EXCLUSIONS

8.1 Exclusion of Consequential Loss

Blackheath Systems will not under any circumstances be liable to the Client for consequential, indirect, or incidental losses, including but not limited to loss of data, loss of business profits, lost sales, or operational downtime, howsoever caused.  

8.2 General Liability

Our maximum aggregate liability for any direct loss or damage arising out of or in connection with the provision of services shall be limited to the total service fees paid by the Client for the specific task or job giving rise to the claim.

9. GENERAL PROVISIONS

• Confidentiality: Both parties agree to maintain strict confidentiality regarding all business, personal, and technical information of the other party.  

• Enforceability: If any clause of this agreement is found unenforceable by a UK court, that clause shall be severed without affecting the validity and enforceability of the remaining terms.  

• Entire Agreement: This document represents the entire agreement between Blackheath Systems and the Client, superseding all prior discussions, agreements, or representations.  

• Governing Law: This Agreement is governed by the laws of England and Wales, and both parties submit to the exclusive jurisdiction of the English courts.