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A Fresh Approach to IT Support for Businesses in London



Terms and Conditions


Introduction

We want to make being a HTL Support Ltd (HTL Support) customer the best experience it can be. If you have any queries about our terms, please email This email address is being protected from spambots. You need JavaScript enabled to view it. .

HTL Support provides Technical Support Contracts (Techplans) which include a range of benefits.

HTL Support Ltd outsources all engineering work to HTL Operations Ltd. Where applicable you will need to agree to the terms and conditions of HTL Operations Ltd.

As long as its legal and reasonable we will help with anything. We aim to deliver a professional service with lashings of personal involvement. Whether you need us to rapidly fix a server, recommend IT Strategy, or simply make you a cup of tea we will do everything we can to help.

HTL Operations engineers have extensive experience in many frequently used IT systems; they will often have certifications from key manufacturers. In addition the company holds various accreditations and partnerships with key industry players which are detailed here : http://www.htl.uk.com/our-strategic-partners . It can be expected by the client for HTL to have an excellent working knowledge of these products and systems. Unfortunately we don’t know everything and therefore we recommend that the client take a support contract direct with a manufacturer or supplier for any specialist system. Our support team are happy to liaise with any 3rd Party in order to remedy a fault.

You are provided with a dedicated engineer to act as your IT Guy. You are provided with the engineer’s contact details including email address and phone numbers. In the event he is unavailable you have full access to our support desk which can handle your query.

During Office Hours the support desk guarantees to respond to your call within an hour, and in the event or a critical support issue will have an engineer on site within the time stipulated on your contract. (Guaranteed On Site Response).

Call out charge is determined by distance engineer needs to travel. The head office named on the contract will receive a fixed price for call out specified on the contract (Call Out Charge), whilst any other premises that require cover can be calculated on an ad hoc basis. In this way the Techplan covers any site, e.g. Directors Homes, Remote Offices etc.

Should you allow us to have Remote Access to your systems we can remedy 90% of system faults without visiting site. No callout charges apply to remote work.

All hardware and parts are charged at a discounted rate comparable to any deal you can get online or elsewhere. If it is hardware purchased from any HTL Group Company the warranty replacement of the hardware will be arranged free of charge although (if the warranty stipulates it) this can often involve the client paying shipping costs.

Your HTL Support Techplan entitled you to a discounted labour rate. HTL Operations Ltd normally works for £120 an hour. By signing a support contract with HTL Support Ltd your Labour rate is significantly reduced. Labour is charged at a sliding rate depending on your monthly subscription rate, which is specified in your contract. If for example you have £100 monthly subscription, and you have a labour rate of £80 an hour, after the first hours work you will have £20 remaining on the account. As soon as practically possible after your reach £0 you will receive an email notification. Additional invoices are raised to you directly by HTL Operations Ltd, but at the same labour rate included in your Techplan Contract. If you have credit remaining in the account, it cannot be rolled over to the next month. All Labour is charged in 15 minute intervals.

We will retain certain critical information relating to your infrastructure. This is held in accordance with the Data Protection Act. Upon the termination of the contract all such information is deleted. We refer to these documents as “Technical Summaries”. They are not intended as a complete set of IT Management Documentation. Documenting IT Policies and Procedures, and Technical Information is a service we offer. Please ask for details.

Pre Scheduled Maintenance

We strongly recommend that your IT Guy is pre scheduled to spend a predetermined amount of time on your site per week or per month. This allows him to be proactive in taking care of users. Additionally there is a Health Check routine he can run on our client’s systems to ensure they are up to date with relevant firmware and security patches as well as ensuring key services are working as they are designed.

Proactive Monitoring Service Service.

An option is provided to monitor critical events on servers and workstations every 15minutes of every day. This service is highly recommended and usually costs £1 per server per Day. The helpdesk will alert you of any critical event and advise the action necessary to take. The client is sent a daily update, and an optional monthly report.

Backup Checks

Backup Software can report that a backup is successful, but the only way to know for certain is to test it. HTL offer a test service, where we take a backup tape from you, and attempt to restore all your data onto an empty server in our workshop. We deliver you your tape back along with a report detailing success or failure, and if necessary a solution to the problem. This service is provided at a discounted rate to Techplan clients, and will typically cost around £600 per server. Please ask for a quote.

24 x 7 Cover.

All Techplans by default operate within office hours. Outside of office hours we operate on a best endeavours basis. We have engineers on call. If they are available they will respond. Any work done outside of office hours is charged at 1.6 times the normal labour rate. By default guaranteed responses are not applicable outside of office hours.

If guaranteed response is required 24 x 7 we will agree an additional fee to guarantee response. Prices usually start at £400 a month, but it depends on the size and complexity of the infrastructure and the level of support is estimated to require. Most of our clients operate successfully with the best endeavours policy.

Factory Default

In order to extend the life of old PCs HTL offer all Techplan clients the opportunity to have their PC returned to it’s factory Default state for a fixed fee of £150. In this instance the computer must be sent to HTL’s office and collected. The client must cover the shipping costs.

Our business is continually evolving and as such we reserve the right to change our Terms and Conditions when necessary. It is your responsibility to ensure that you are up to date with all of our T&Cs. We will, however, notify you of any prominent changes we feel you need to be pro-actively made aware of.

By utilising any of our services you agree to be bound by all HTL Support Terms and Conditions.


  1. Definitions

    • 1.1 "HTL Support"
      HTL Support Ltd, 40 Beaufort Court, Admirals Way, London, E14 9XL UK Registered in England & Wales number 06768169

    • 1.2. "Client"
      The individual or organisation entering into this agreement and all those authorised to receive and / or utilise HTL Support’s Services and/or parts.

    • 1.3 "Support"
      Service costs may be estimated prior to supply, but the Client is charged an amount based on the exact amount of time taken to complete the job.

    • 1.4. "Third-Party"
      An individual or company other than HTL Support or the Client.

    • 1.5. "Rates"
      The prevailing daily rates as defined on the HTL Support rate-card or as agreed as part of a Techplan Contract. Our Standard Rates available upon request or via the HTL Support website. 

    • 1.6. "Techplan Contract"
      An agreement between HTL Support and the Client for the provision of services which are billed periodically at an agreed rate. 

    • 1.7. "Support Contract"
      A Techplan Contract between HTL Support and the Client for the provision of Support services. 

    • 1.8. "Office Hours"
      Office hours are from 09:00 to 17:00 GMT/BST on weekdays, excluding national Bank Holidays of England and the period between Christmas Eve and New Years Day.

    • 1.9 "Critical"

      ‘Critical’ when used in reference to the guaranteed time an engineer will arrive on site. Critical means a system or network fault that impacts more than one user, and results in serious damage being done to the Client’s business. HTL Support determines whether or not a fault is deemed critical within an hour of a call being logged. HTL Supports decision will be based on the information available at that time, and taken in reasonable and professional manner. If the Client disagrees with the decision then they should immediately request in writing by fax or email that the call be escalated to a HTL Support manager. 

    • 1.10 "Health Check"

      ‘Health Check’ Refers to a document that is created, and from time to time updated, by HTL Supports technical Team. The tests on this document should not be considered comprehensive.

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  2. Agreement to Provide Services

    • 2.1. HTL Support agrees to provide the Client with Support Services in accordance with the terms set out in this contract. 

    • 2.2 HTL Support contract outsources work to HTL Operations Ltd. Clients will also be required to agree to the trading terms and conditions of HTL Operations Ltd as appropriate.

    • 2.3. HTL Support may advise the Client as to the necessity for the replacement or maintenance of any third-party item(s) or any part thereof that HTL Support feel may interfere with the System. HTL Support shall not be liable or any consequence howsoever arising from failure to accept such advice. 

    • 2.3.1 HTL Support strongly recommends that a complete Health Check takes place at least once a month to ensure a stable and healthy system. The customer must request that the Health Check be done as part of the Pre-Scheduled Maintenance Service or as a separate call out. The contents of the Health Check may change from time to time as determined by HTL Support’s technical team. The amount of time required to perform the Health Check will vary depending on size and complexity of the customer’s systems and estimations of time are available on request. HTL Support shall not be liable for any consequence howsoever arising from failure to accept such advice.

    • 2.4. HTL Support shall not be liable to maintain or provide ongoing Services in respect of the System unless otherwise agreed within a Support Contract. 

    • 2.5. Unless otherwise agreed, all work shall be undertaken during Office Hours.

    • 2.6. HTL Support will in all instances use its reasonable endeavours to undertake work remotely from the Client’s premises, and the Client will carry out HTL Support’s reasonable directions to enable this to be done.

    • 2.7. HTL Support reserves the right to alter or withdraw any services at any time, on giving current Clients one month’s written Notice.

    • 2.8. HTL Support may, without terminating this agreement, suspend provision of any services in whole or in part until further notice with immediate effect if: HTL Support is obliged to comply with an order, instruction or request of Government, an emergency services organisation, or other administrative authority, to cease to provide any service provided to the Client.

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  3. Payment of Fees & Charges

    • 3.1. For Techplan Contracts invoices will be raised periodically in advance for regular payments, and on supply for Support and additional charges as detailed in the Techplan Contract.

    • 3.2. For Techplan Contracts that specify a Monthly Subscription charge:

    • 3.2.1. The Monthly Subscription charge represents the minimum amount that the client will be charged in any given month.

    • 3.2.2. The cost of providing services under the Contract will be offset against this amount according to the rates specified in the Contract.

    • 3.2.3. Any other services supplied outside the scope of the Contract, specifically the supply of third-party services or Parts, will be additionally charged and may not be offset against the Monthly Subscription charge.

    • 3.2.4. In the case where the Contract is in force for only a fraction of a given month, the Monthly Subscription charge will be reduced pro rata.

    • 3.3. Invoices shall be paid by the Client within 30 days from the invoice date or prior to the commencement of the contract or subscription period whichever is the earliest unless otherwise specified on the invoice.

    • 3.4. HTL Support recommend Invoices are paid by the client by standing order either on or before the date of service listed on the invoice is due to commence.

    • 3.5. If a Techplan Contract invoice is not paid as described in 3.3 then the client will loose all benefits from HTL Support Ltd including the discounted Engineering and Technician labour Rates which will otherwise be charged at the default rate of £120 an hour with a £100 call out charge.

    • 3.6. Late payment will render the Client liable to interest at 8% above the minimum lending rate for the time being of the Bank of England until such time as payment is made in full.

    • 3.7. The client will be liable to pay any existing or new charges levied by third-parties as a result of the job which are not explicitly included in the Techplan Contract.

    • 3.8. All charges referred to in the Techplan Contract and their referenced documents are exclusive of VAT which, if applicable, shall be paid by the Client at the rate prevailing from time to time.

    • 3.9. HTL Support shall be entitled to change their Rates and Techplan Contract terms. In the case of a Techplan Contract, a minimum of one month’s written Notice will be given of any such change. If the Client opts to terminate this agreement by the giving of Notice during this one month period, all services provided for the remainder of the Notice Period will be at and bound by the Rates and Techplan Contract terms prior to the change.

    • 3.10. HTL Support Ltd Labour charges are billed as fifteen minute intervals.

    • 3.11. Works completed outside of the Techplan Contracts office hours as stipulated in term 1.8, are charged at 1.6 times the customers agreed labour rate including the customers Call out Charge.

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  4. Term of this Agreement

    • 4.1. In the case of Techplan Contracts:

    • 4.1.1. This Agreement shall be in force from the Commencement Date or the date of the latest signature on the Contract, whichever is the later, until either party gives written Notice. Once Notice is given, this Agreement will terminate after the Notice Period, as specified on the Contract, has passed.

    • 4.2. If the Agreement between HTL Support and the Client terminates for whatever reason then:

    • 4.2.1. Such termination shall not prejudice any rights accruing to either party prior to termination.

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  5. Client’s Obligations

    • 5.1. The Client represents and warrants to HTL Support that wherever a signature or authorisation is required that the individual in question is at least 18 years of age and has the necessary authority to act in such a capacity on the Client’s behalf.

    • 5.2. The Client undertakes to permit HTL Support and its employees or agents access to the Client’s Premises for reasonable purposes to undertake the Job.

    • 5.3. The Client further undertakes to ensure that the Clients I.T Systems are readily accessible and that it will be operated in accordance with HTL Support’s reasonable recommendations and advice as stipulated from time to time.

    • 5.4. The Client shall also provide HTL Support with such assistance as it shall reasonably request. This includes but is not limited to all Client obligations detailed in the Techplan Contract and their related documents.

    • 5.5. The Client will pay all fees due in accordance with clause 3.

    • 5.6. Each party gives the other its consent to publicise, in a positive light only, the fact that the parties have a business relationship, but not to disclose the terms of this Agreement. For this purpose each party grants to the other a non-exclusive royalty free licence to use the logos and trademarks of the other party provided always that such use shall be for the purposes of publicising the relationship of the parties.

    • 5.7 To make use of the discounted return to factory default offer the client covers the cost of all shipping costs and must ensure that all disks that came with the computer when it was purchased are included when it is sent to the HTL Support Ltd workshop.

    • 5.8 When working on a client’s premises an engineer is entitled to a half hour break for every four hours worked. The cost of which will be paid for by the client at the applicable rate.

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  6. Liability / Indemnity

    • 6.1. HTL Support shall not be liable to the Client for any loss or damage howsoever caused arising directly or indirectly in connection with a Job except to the extent that such liability may not lawfully be excluded.

    • 6.2. Notwithstanding the preceding clause HTL Support expressly excludes liability for consequential loss or damage which may arise in respect of the Job including loss of profit, loss of business, loss of revenue, loss of goodwill, loss of data and/or documents, increased operating costs or anticipated savings.

    • 6.3. The Client hereby agrees to indemnify HTL Support in respect of all costs charges expenses and professional fees incurred by HTL Support in exercising any of its rights under this Agreement in respect of any default or other breach by the Client.

    • 6.4. The Client agrees to indemnify and hold harmless HTL Support and accepts liability for any improper use of Third Party Products by the Client or violation of licence agreements and or any other agreements entered into between the Client and any Third Party.

    • 6.5. In the event that any exclusion clause within this Agreement shall be held to be invalid for any reason and therefore HTL Support becomes liable for loss or damage that could otherwise have been limited such liability shall be limited to the outstanding payments.

    • 6.6. HTL Support Ltd make no warranty, either written or implied, that they shall in any way or at any time, ensure the security or redundancy of a client’s data. As such HTL Support Ltd will not be liable for any loss or damage, howsoever arising, from the client’s loss of data.

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  7. Confidential Information & Mutual Obligations

    • 7.1. All information, drawings, specifications, documentation, software listings or code which HTL Support or the Client may have from time to time imparted to one another relating to the System & Services or its operation or any software used on it which is regarded as confidential by HTL Support or the client shall be used solely and entirely in accordance with the provisions of the Quote or Techplan Contract and its referenced documents and that it shall not at any time during or after expiry or termination of the Agreement disclose in any way whatsoever directly or indirectly such information etc without the prior written consent of the other party.

    • 7.2. It is specifically agreed that the preceding clause shall also apply to confidential know-how acquired by either of the parties from the other party as a consequence of the operation of the Agreement save where the same is already within the public domain other than through any act or omission by or on behalf of one or both of the parties.

    • 7.3. Unless specified separately in writing and signed by an authorised officer of HTL Support Ltd, HTL Support Ltd are not responsible for holding management information of any kind regarding the Client’s systems, including, but not restricted to, usernames and passwords, network structure, licensing or audit information, 3rd Party contracts, or company policies and procedures. HTL Support Ltd recommends that the Client implements a system to maintain up to date files containing this information.

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  8. Termination/Suspension of the Agreement

    • 8.1. This Agreement shall subsist for the term stated above and may be terminated by the giving of Notice, as set out in clause 4.

    • 8.2. HTL Support shall also be entitled to terminate the Agreement in the following circumstances:

    • 8.2.1. If the Client fails to pay all sums due from time to time under the Agreement.

    • 8.2.2. If the Client fails to comply with any of its obligations under the Agreement.

    • 8.2.3. If the Client fails to comply with any obligation under any Licence issued in respect of third-party or HTL Support software

    • 8.2.4. If the Client fails to remedy within seven days any breach of this Agreement (if such breach be capable of remedy) having received from HTL Support Notice of such breach.

    • 8.2.5. If the Client is served with a Statutory Demand and or if a body corporate a Winding Up Petition or it presents its own Petition, or calls a meeting of creditors or appoints or has appointed a Receiver of all or any of its undertakings or assets or shall be insolvent within the meaning of the Insolvency Act 1986 or succeeding legislation.

    • 8.3. If any payment due to HTL Support is outstanding for longer than the time allowed on its invoice, HTL Support may Without Prejudice to any other right available to it suspend the provision of Services to the Client and any other obligation under the Agreement. In this event HTL Support shall not be liable in respect of any occurrence during such period of suspension. If such suspension does not secure performance of its obligations by the Client HTL Support may terminate this Agreement upon giving the Client no less than 14 days written Notice of its intention to do so.

    • 8.4. Without prejudice to its rights of termination at any time under clauses 8.2 and 8.3, HTL Support shall have the right to suspend the provision of any Services without Notice if HTL Support has the right to terminate this Agreement.

    • 8.5. Upon termination of this Agreement for whatever reason the Client shall forthwith pay to HTL Support all monies then due and invoiced.

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  9. Circumstances beyond the control of HTL Support

    • 9.1. In no circumstances shall HTL Support be liable to the Client in respect of anything which apart from this clause may constitute a breach of the Agreement and which arises for instance from perils of the sea or air, fire, flood, drought, explosion, sabotage, accident, embargo, riot, strike, civil commotion, acts of local or central government, industrial disputes of whatever nature and acts of God.

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  10. Notice

    • 10.1. Any Notices which are to be given under this Agreement shall be in writing by post or email, to addresses agreed.

    • 10.2. All Notices must be copied to the HTL Support Project Manager via post to the address listed in 1.1 above.

    • 10.3. Both parties agree to notify the other in the event of any change in contact details.

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  11. Severance

    • 11.1. In the event that any of the provisions of this Agreement shall be determined by any Court or other competent authority to be invalid, unlawful or unenforceable to any extent then such provision shall to that extent be severed from the remaining provisions of the Agreement which shall continue to be valid and enforceable.

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  12. Assignment

    • 12.1. This Agreement is not assignable or transferable in whole or in part to any other person or body.

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  13. Jurisdiction

    • 13.1. This Agreement shall be construed in accordance with the provisions of English Law and the parties shall submit to the exclusive jurisdiction of the English Court.

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  14. General

    • 14.1. HTL Support shall have the right to modify these Terms & Conditions at any time. It is the Client's responsibility to check the current Terms & Conditions on the HTL Support website prior to any agreement. Clients with existing agreements will be given one month’s written Notice of any changes. If the Client opts to terminate this agreement by the giving of Notice during this one month period, all services provided for the remainder of the Notice Period will be at and bound by the Rates of the existing Terms and Conditions.

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Our Strategic Partners

  • Approved HP Provider
  • Approved IBM Provider
  • Dell Direct Partner
  • Cisco Certified Partner
  • Registered Symantec Partner
  • Trend Micro Partner
  • Microsoft Certified Partner
  • Approved Citrix Provider
  • 3CX Business partner
  • Avaya Business Partner