Kortec IT – Managed IT Support Terms of Service

Last updated: 17th June 2026

These terms apply to IT support, managed services, Microsoft 365 services, security software, backup services, remote monitoring, and related services provided by Kortec IT.

By using our services, continuing to receive support, or paying invoices for ongoing services, you agree that services are provided under these terms unless a separate written agreement is in place.

1. About Kortec IT

Kortec IT provides business IT support services, including remote support, onsite support, Microsoft 365 administration, device support, antivirus/security software, remote monitoring, backup services, and general IT consultancy.

Our support address is:

Kortec IT
213 Shrub End Road
Colchester
CO3 4RN

Website: www.kortecit.co.uk

2. Support Arrangement

Unless agreed otherwise in writing, ongoing support is provided on a monthly rolling basis.

Either party may cancel the monthly support arrangement by giving 30 days’ written notice.

Monthly support fees are payable in advance unless otherwise agreed.

Where a quote, invoice, proposal, email confirmation, statement of work or separate written agreement sets out specific services, pricing, billing terms or support scope, those specific details take priority over these general terms.

3. Support Hours

Standard support hours are:

Monday to Friday, 9:00am to 5:30pm
Excluding weekends, bank holidays, and public holidays.

Support requested outside these hours is not included unless agreed in writing and may be charged separately.

Unless a separate service level agreement is agreed in writing, response times are provided on a reasonable-efforts basis during standard support hours. Kortec IT will prioritise issues based on urgency, business impact and existing workload.

4. What Is Included

The services included depend on the client’s agreed support package.

Services may include some or all of the following:

• Remote IT support

• Microsoft 365 administration and support

• Email setup and troubleshooting

• Outlook, Word, Excel, PowerPoint, OneDrive and SharePoint support

• Password resets and account management

• New starter and leaver changes

• Antivirus/security software

• Remote monitoring and management software

• Backup monitoring where a backup service is provided

• General IT advice and troubleshooting

• Mac and PC support

• Printer and basic network troubleshooting

The exact services included will depend on the package or services being billed to the client.

5. What Is Not Included Unless Agreed Separately

The following are not included in standard monthly support unless agreed in writing:

• New hardware

• Replacement parts

• Major project work

• Office moves

• New system installations

• Cabling

• Server or NAS replacement

• Major migrations

• Microsoft 365 tenant migrations

• Website work

• Complex data recovery

• Cyber Essentials certification work

• Out-of-hours support

• Support for unsupported or obsolete systems

• Work caused by third-party suppliers, internet providers, hosting companies, or software vendors

• Hardware faults requiring parts, repair, or replacement

Where possible, we will discuss and quote for additional work before proceeding.

6. Onsite Support

Onsite support is chargeable unless specifically included in the client’s support package.

Travel time, parking, congestion charges, or other reasonable travel costs may be charged where applicable.

Where an issue can reasonably be resolved remotely, we may attempt remote support first.

7. Remote Access and Monitoring

Where remote access or monitoring software is installed, this is used to help provide support, monitoring, maintenance, and security services.

The client agrees to allow Kortec IT to install and maintain remote support, monitoring, antivirus, backup, and security tools where required for the service.

The client must not remove, disable, or interfere with these tools without informing Kortec IT, as this may affect our ability to provide support.

8. Microsoft 365 and Third-Party Licensing

Where Microsoft 365 or other software licensing is supplied by Kortec IT, the client agrees to pay the monthly licence costs as invoiced.

Licence pricing may change if Microsoft, distributors, software vendors, or other suppliers increase their prices.

Kortec IT reserves the right to pass on supplier price increases by giving reasonable notice.

Licences may be subject to the terms and conditions of Microsoft or the relevant third-party provider.

9. Backups

Where backup services are provided, Kortec IT will take reasonable steps to configure, monitor, and maintain the backup service according to the agreed package.

However, the client remains responsible for informing Kortec IT what data, mailboxes, systems, devices, or locations need to be backed up.

Backup services may be subject to retention limits, storage limits, licence limits, and third-party service availability.

Kortec IT is not responsible for data that was not included in the agreed backup scope.

Restoration of data will be carried out where reasonably possible, but no backup system can be guaranteed to be completely error-free or available at all times.

10. Security and Antivirus

Where antivirus, endpoint protection, remote monitoring, disk encryption, or other security software is provided, Kortec IT will take reasonable steps to install, configure, and maintain these tools.

Security software reduces risk but does not guarantee complete protection from viruses, malware, ransomware, phishing, data loss, unauthorised access, or cyber attack.

The client remains responsible for ensuring staff use systems responsibly, follow security guidance, use strong passwords, and report suspicious activity promptly.

11. Cyber Essentials

Some security tools and services provided by Kortec IT may help support Cyber Essentials requirements, such as malware protection, patching, access control, or secure configuration.

However, Cyber Essentials certification is a separate assessment and is not included unless specifically agreed in writing.

12. Client Responsibilities

The client agrees to:

• Provide accurate information about their systems, users, devices, software, and services

• Inform Kortec IT of any major changes to their IT environment

• Ensure staff cooperate reasonably during support work

• Keep passwords secure

• Notify Kortec IT promptly of suspected security incidents

• Maintain appropriate business insurance

• Ensure they have the right to allow Kortec IT to access systems and data

• Avoid installing unapproved or risky software

• Keep devices physically secure

• Pay invoices on time

13. Data Protection and Confidentiality

Kortec IT may access client systems, files, emails, user accounts, devices, or personal data while providing IT support.

Kortec IT will treat client information as confidential and will only access, process, or use client data as necessary to provide support and related services.

Both parties agree to comply with applicable UK data protection laws, including the UK GDPR and Data Protection Act 2018.

Where Kortec IT processes personal data on behalf of the client, the client is normally the Data Controller and Kortec IT acts as a Data Processor.

Kortec IT will:

• Process personal data only as required to provide services

• Take reasonable steps to protect personal data

• Limit access to personal data where possible

• Not knowingly share client data with unauthorised third parties

• Notify the client if we become aware of a data incident affecting their systems or data

• Use reputable third-party suppliers where required to deliver services

Third-party services such as Microsoft 365, backup providers, antivirus providers, remote monitoring platforms, and software vendors may process data according to their own terms and privacy policies.

14. Data Breaches and Security Incidents

If Kortec IT becomes aware of a suspected data breach or security incident affecting the client’s systems, we will notify the client as soon as reasonably possible.

The client is responsible for deciding whether a breach must be reported to the Information Commissioner’s Office, affected individuals, insurers, regulators, or any other relevant party, unless otherwise agreed in writing.

Kortec IT can assist with investigation, containment, recovery, and advice, but this may be chargeable depending on the support package and nature of the incident.

15. Passwords and Access

The client must ensure that access credentials are kept secure.

Where administrative passwords or credentials are provided to Kortec IT, they will be stored and used only as required to provide support.

Kortec IT may recommend the use of multi-factor authentication, password managers, secure access controls, and other security improvements.

If the client declines recommended security measures, Kortec IT cannot be held responsible for issues arising from that decision.

16. Third-Party Services and Suppliers

Many IT services rely on third-party providers, including Microsoft, internet providers, web hosts, telecoms providers, software vendors, backup providers, and hardware manufacturers.

Kortec IT is not responsible for outages, faults, price increases, data loss, service changes, or delays caused by third-party providers.

We will assist where reasonably possible in liaising with third-party suppliers, but time spent dealing with third-party issues may be chargeable unless included in the client’s support package.

17. Invoices and Payment

Invoices are payable according to the payment terms shown on the invoice.

Monthly recurring services are normally billed monthly in advance.

If invoices remain unpaid, Kortec IT reserves the right to suspend support or services until payment is received.

The client remains responsible for all charges incurred up to the cancellation date.

18. Price Changes

Kortec IT may review pricing from time to time.

Price changes may be required due to increased supplier costs, Microsoft licensing changes, software costs, security tools, backup costs, inflation, or changes in the client’s number of users, devices, servers, or services.

Kortec IT will provide reasonable notice of price changes where possible.

19. Changes to Users, Devices, or Services

The client must inform Kortec IT when users, devices, servers, mailboxes, licences, or services are added or removed.

Additional users, devices, servers, mailboxes, backup licences, or software licences may increase the monthly charge.

If a monitored device or user is discovered that is not included in the current billing, Kortec IT may adjust the monthly invoice accordingly.

20. Limitation of Liability

Kortec IT will provide services with reasonable care and skill.

However, Kortec IT is not liable for:

• Loss of profit

• Loss of business

• Loss of contracts

• Loss of goodwill

• Indirect or consequential losses

• Losses caused by third-party providers

• Losses caused by cyber attacks, malware, phishing, ransomware, or unauthorised access

• Data loss where the data was not included in an agreed backup service

• Issues caused by unsupported, obsolete, or unlicensed software

• Issues caused by client negligence, user error, or failure to follow advice

Nothing in these terms limits liability where it cannot legally be limited.

21. Recommendations and Client Decisions

Kortec IT may make recommendations about security, backups, hardware, software, licensing, updates, or general IT improvements.

If the client chooses not to follow a recommendation, delays action, or declines suggested work, Kortec IT is not responsible for issues arising from that decision.

22. Hardware and Warranty

Hardware, parts, and equipment may be subject to manufacturer warranties.

Kortec IT is not responsible for manufacturer defects, warranty delays, discontinued products, or hardware failures.

Where hardware is supplied, ownership of the goods remains with Kortec IT until payment has been received in full.

23. Cancellation

Unless a separate agreement states otherwise, monthly support services can be cancelled by either party with 30 days’ written notice.

Cancellation of support does not automatically cancel third-party licences or annual commitments where these have been agreed or are already in place.

The client remains responsible for any committed licence terms, annual software agreements, or supplier commitments entered into on their behalf.

24. Offboarding

If services are cancelled, Kortec IT will provide reasonable assistance to transfer services to the client or a new provider.

Offboarding work may be chargeable.

All outstanding invoices must be paid before administrative access, documentation, passwords, or transfer work is completed, unless otherwise required by law.

25. Acceptable Use

The client agrees not to use services provided by Kortec IT for unlawful, abusive, harmful, fraudulent, or malicious activity.

Kortec IT may suspend services if we reasonably believe systems are being used unlawfully or in a way that risks damage to Kortec IT, the client, third parties, or service providers.

26. Updates to These Terms

Kortec IT may update these terms from time to time.

The latest version will be available on our website.

Continued use of services after updated terms are published or notified will be treated as acceptance of the updated terms.

27. Governing Law

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

Any disputes will be subject to the courts of England and Wales.

28. Contact

For questions about these terms, please contact:

Kortec IT
213 Shrub End Road
Colchester
CO3 4RN

Website: www.kortecit.co.uk

28. Residential / Home User Support

These Managed IT Support Terms are mainly intended for business IT support and managed service customers.

Residential or home-user break/fix support may be provided by Kortec IT on an ad-hoc basis and is subject to our Residential IT Support Terms, available here: 

https://kortecit.co.uk/residential-terms-conditions/