CustomConfig

Terms and Conditions

1. Definitions

In this Agreement:

"Provider," "we," "us," or "our" refers to CustomConfig Ltd.
"Client," "you," or "your" denotes the individual or entity subscribing to our services.
"Services" encompass the technology support, consultancy, and bespoke project work provided by CustomConfig Ltd as detailed herein.
"Bespoke Projects" refers to any additional work requested by the Client that falls outside of the predefined service plans. These will be scoped, priced, and agreed upon separately.

2. Agreement Overview

2.1 This Agreement outlines the terms under which CustomConfig Ltd will deliver the Services to the Client.
2.2 By engaging our Services, the Client agrees to adhere to the terms specified in this Agreement.
2.3 A separate quotation detailing the scope of Services and associated fees will accompany this Agreement.
2.4 CustomConfig Ltd reserves the right to modify this Agreement as necessary, with any changes communicated to the Client in writing.
2.5 The Services listed in this Agreement represent the core offerings of CustomConfig Ltd; however, we also offer bespoke projects and additional services that will be scoped, detailed, and quoted on an ad hoc basis. These may include but are not limited to custom automation, integrations, IT infrastructure projects, and specialised consultancy work.

3. Payment Terms & Late Payments

3.1 Invoices must be paid within 14 days of issuance.
3.2 Failure to make payment within 30 days will result in service suspension. No late fees will be charged.
3.3 If a partial payment is agreed upon by CustomConfig Ltd, services may be temporarily restored, but the remaining balance must be settled within 14 days.
3.4 Disputed invoices must be raised within 7 days of issuance, and CustomConfig Ltd will review the dispute. Undisputed portions must still be paid within the original timeframe to avoid service suspension.
3.5 Invoices for bespoke projects may follow one of or a combination of the following payment structures:

Payment in full within 14 days.
A phased billing approach where the project fee is proportioned over an agreed period, with an initial payment required before commencement.

4. Scope of Services

CustomConfig Ltd offers the following Services:

5. Service Exclusions & Limitations

5.1 CustomConfig Ltd is not responsible for any business losses, financial damages, or revenue loss resulting from service downtime, misconfiguration, or other issues.
5.2 CustomConfig Ltd is not responsible for failures, downtime, or security issues caused by third-party systems, services, or products.
5.3 Backup Responsibility: The Client is solely responsible for their data, its backup, performance, and reliability. CustomConfig Ltd only monitors backup status and provides advice but is not accountable for data loss under any circumstances.
5.4 CustomConfig Ltd may provide trial or pilot services that are not listed in this document. These will be subject to separate agreements where required.

6. Indemnification

6.1 The Client agrees to indemnify and hold CustomConfig Ltd harmless against any claims, losses, or damages resulting from:

7. Project Terms & Third-Party Services

7.1 All bespoke projects will be documented in a separate project agreement, detailing what is included and excluded.
7.2 Any project delays or deadlines will be agreed upon during the discovery phase. If delays occur, the Client must raise concerns during this phase.
7.3 The Client is responsible for procuring third-party services required for a project, unless the service is already provided by CustomConfig Ltd.
7.4 CustomConfig Ltd may act as a reseller for certain third-party software and services; otherwise, Clients are required to purchase their own licenses or subscriptions.
7.5 Ongoing bespoke projects will be paused if a client enters service suspension due to non-payment.

8. AI-Powered Support & Liability

8.1 AI-powered automation assists in resolving common issues and escalates complex cases to human technicians.
8.2 The AI will only reference documentation created by CustomConfig Ltd and will not contain personal or client-specific data.
8.3 CustomConfig Ltd is not liable for damages resulting from AI-generated recommendations if used improperly.
8.4 There is no opt-out option for AI-powered support, but clients may discuss any concerns during the sales discovery process.

9. Response SLA Clarification

9.1 The Response SLA applies only to the initial response time and does not guarantee resolution time.
9.2 Resolution times vary depending on complexity and external dependencies, including third-party providers or client delays.

10. Unlimited Consultancy Fair Usage

10.1 Unlimited consultancy is subject to fair usage, capped at 5 hours per week.
10.2 Additional hours may be provided at the discretion of CustomConfig Ltd.

11. Data Retention & Offboarding

11.1 Clients will receive a copy of their stored data during the 30-day notice period (before the last day of service).
11.2 All client-facing documentation, stored credentials, and other retained data will be permanently deleted on the last day of the contract.
11.3 CustomConfig Ltd will not be responsible for data recovery after termination.

12. Non-Solicitation Clause

12.1 Clients agree not to directly hire or attempt to hire any CustomConfig Ltd employee or contractor for 12 months after contract termination.

13. Governing Law & Dispute Resolution

13.1 Both parties agree to attempt informal dispute resolution before escalating to legal proceedings.
13.2 This Agreement is governed under English law.
13.3 Any disputes that cannot be resolved informally will be handled in courts under the jurisdiction of England and Wales.

14. Contact Information

For any questions regarding this Agreement, please contact us at: terms@customconfig.co