These terms apply when you engage FirstLevel IT ("we", "us", "our") for IT support, web design, or custom software services. By instructing us to carry out work, you accept these terms. FirstLevel IT is a trading name of Sean Tyler, a sole trader operating in England.
Services
We provide IT support, web design, and custom software development to UK small businesses. The specific services to be provided will be agreed with you in writing (including by email) before work begins.
IT Support — Scope
Our IT support service is a first-level triage and remote support offering. It covers:
- Initial diagnosis of technical issues
- Remote configuration, troubleshooting, and guidance
- Resolution of straightforward problems where a fix is reasonably achievable remotely
- Honest advice and, where appropriate, a recommendation to a specialist when an issue falls outside our capability
IT Support — Limitations
We do not guarantee that every issue can be resolved. Many IT problems involve third-party hardware, software, and services beyond our control. Where an issue is beyond our reasonable ability to resolve — for example, requiring specialist hardware repair, on-site networking work, or vendor-specific enterprise system administration — we will tell you honestly and may recommend an appropriate specialist. You are under no obligation to use any recommended specialist, and we receive no commission or referral fee for any recommendation made.
IT Support — Pricing
IT support is provided under one of the following arrangements, as agreed with you in advance:
- (a) Per-incident — charged at £65 per hour, billed in 15-minute increments. Payable on resolution.
- (b) Monthly retainer — £45 per month including up to 2 support incidents, with additional incidents at £55 per hour. Payable monthly in advance.
- (c) Prepaid block — 10 hours of support for £550, valid for 12 months from purchase.
Diagnosis and triage calls lasting under 15 minutes that result in a simple fix (such as a password reset or restart guidance) or a referral to a third party are provided at no charge as part of our client relationship.
Web Design — Terms
Web design projects are priced as quoted. A deposit may be required before work begins. The final payment is due before the site goes live. You own the finished website; we retain ownership of any reusable code, frameworks, or tools used in its construction unless otherwise agreed.
Custom Software — Terms
Custom software projects are scoped and priced individually. Timelines and deliverables will be agreed in writing. We retain intellectual property rights in any pre-existing code, libraries, or frameworks used. You own the bespoke elements created specifically for your project upon full payment.
Payment
Invoices are payable within 14 days unless otherwise agreed. We reserve the right to charge interest on overdue invoices at the rate of 8% plus the Bank of England base rate, in accordance with the Late Payment of Commercial Debts (Interest) Act 1998.
Client Responsibilities
You agree to: provide accurate information about the issue or project requirements; grant reasonable remote access where needed for diagnosis and resolution; maintain your own backups of important data before work begins; and not hold us responsible for pre-existing problems with third-party systems, software, or services.
Limitation of Liability
Our total liability for any claim arising from the provision of our services shall not exceed the total fees paid by you in the 12 months preceding the claim. We shall not be liable for indirect or consequential losses, including loss of business, revenue, profits, or data. Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, or for fraud or fraudulent misrepresentation.
Third-Party Products and Services
Where we recommend or install third-party products or services (such as software subscriptions, domain names, or hosting), the terms of those third parties apply. We are not responsible for the acts or omissions of third-party providers.
Termination
Either party may terminate an ongoing support retainer or service agreement with 30 days' written notice. Upon termination, you will pay for all work completed up to the date of termination. Any prepaid unused full months of a retainer will be refunded pro-rata. Per-incident and prepaid block arrangements are non-refundable once work has commenced.
Data Protection
We handle your data in accordance with our Privacy Policy and UK data protection law. By using our services, you consent to our processing of personal data as described in our Privacy Policy.
Governing Law
These terms are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the English courts.
Changes to These Terms
We may update these terms from time to time. The current version will always be available on this page. Continued use of our services after changes are posted constitutes acceptance of the revised terms.
Contact
Questions about these terms? Contact Sean Tyler at [email protected].