Last Updated: Feburary 2026
This Master Services Agreement (“Agreement”) is entered into by Techspire IT Limited (Company No: 16288062), having its registered office at 6th Floor, 37 Lombard Street, London, EC3V 9BQ (“Provider”), and the business entity identified in a Statement of Work or service plan (“Customer”).
1. Scope of Professional Services
- Professional Standard: The Provider shall deliver IT consultancy, Claromentis implementation, and Managed IT Services with the skill and care expected of a Senior IT Consultancy.
- Remote Workspace Assurance: This managed service includes RMM monitoring, Microsoft 365 administration, managed antivirus configuration, and Starters/Movers/Leavers (SML) management. The Customer is responsible for providing timely notification of all staff changes via the Provider’s designated forms to ensure accurate SML management.
- Claromentis Implementation: The Provider assists in the design and “Go-Live” of Claromentis intranets hosted on Google Cloud. Implementation typically ranges from 6 to 8 weeks depending on project complexity and the timely provision of branding assets by the Customer.
2. Service Level Agreement (SLA)
The Provider operates during Business Hours: 09:00 to 17:00, Monday to Friday, excluding UK Public Holidays.
| Priority Level | Description | Response Time | Resolution Time (Business Hours) |
| P1 – Critical | Business Down / Critical System Failure | 30 Minutes | 24 Hours |
| P2 – Urgent | Major Impairment / Urgent Issue | 45 Minutes | 48 Hours |
| P3 & P4 | Normal Service Tickets / User can work (incident) | 2 Hours | 3 Business Days |
3. Remote Access & Maintenance
- Authorization: The Customer authorizes the Provider to install Zoho Unattended Access for proactive maintenance and to use Zoho Assist for on-demand remote support.
- Consent: Live remote-control sessions will only be initiated with the Customer’s explicit consent.
- Technical Monitoring: The Provider monitors technical metadata (patching, hardware health) but does not access, read, or store Customer files.
4. Fees, Term, and Termination
- Pricing: Managed services are billed at £35 per user, per month (plus VAT). Software licenses (Microsoft 365, Antivirus) are billed separately.
- Minimum Term: The minimum contract duration for managed services is 12 months.
- Termination: Following the initial 12-month term, either party may terminate this Agreement by providing 30 day’s written notice.
- Payment: Invoices are payable within 30 days. The Provider reserves the right to suspend services if accounts are 30 days overdue.
5. Service Exclusions and Chargeable Work
- Remote-First Policy: The £35 plan is a remote-only service. Onsite visits are chargeable and subject to a pre-approved quote.
- Project Work: Services such as SharePoint site creation, Exchange migrations, server rebuilds, and advanced automation are considered “Project Work” and are billed separately.
- Third-Party Licenses: The Customer is responsible for the cost of all licenses. The Provider will manage existing active licenses at no extra cost.
6. Intellectual Property & Non-Solicitation
- Client Ownership: Custom templates and designs created specifically for the Customer remain their exclusive property.
- Non-Solicitation: The Customer agrees not to directly or indirectly solicit, recruit, or hire any employee or consultant of Techspire IT Limited during the term of this Agreement and for 12 months following its termination.
7. Compliance & Liability
- Data Privacy: Both parties shall comply with UK GDPR. Please refer to our Privacy & Cookie Policy for details on Zoho application processing.
- Liability Cap: The Provider’s total liability for any claim shall be capped at the total amount paid by the Customer in the 12 months preceding the claim.
- Breach Notification: Techspire IT will notify the Customer of any confirmed data breach within 24 hours.
8. Force Majeure
Neither party shall be liable for any failure to perform its obligations where such failure results from circumstances beyond its reasonable control, including but not limited to natural disasters, widespread internet outages, or acts of war.
9. 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.