Terms and Conditions

1. About STS

This website is operated by Serio Technical Solutions Limited (“STS”, “we”, “us” or “our”), company number 16044381, registered in England and Wales, with registered office at 11 Crawford Close, Tunbridge Wells, TN4 8EU, England.

Contact: contact@seriotechsolutions.com.

2. Scope of these terms

The website provisions below apply to use of seriotechsolutions.com. The business-service provisions apply to a service contract only where expressly incorporated into the accepted quotation, order form or service agreement before that contract is made.

Browsing the website or submitting an enquiry does not purchase a service or create a support subscription. Website descriptions are general information. The services we agree to provide, their price and the applicable commitments are recorded in the accepted service documents.

The business-service provisions are intended for customers acting in the course of business. They do not establish terms for consumer purchases or remove any mandatory consumer rights.

3. Website use

You may use this website for lawful purposes, including evaluating our services and making genuine enquiries. You must not knowingly introduce malicious software, seek unauthorised access, interfere with security or availability, impersonate others, or send unlawful, abusive or fraudulent material.

Automated access must not bypass access restrictions or unreasonably burden the website. Report a suspected security issue to us without accessing, changing or disclosing other people’s information.

We may restrict access where reasonably necessary to address misuse, security incidents or legal requirements.

4. Website information and intellectual property

We take reasonable care with website content but may change service descriptions and correct errors. Content is not a substitute for an assessment of your particular systems or a written service commitment.

STS or its licensors own the website’s protected content, software and branding. You may view it and keep reasonable copies for evaluating our services. Further reproduction, redistribution or commercial exploitation requires permission unless permitted by law. Third-party trademarks remain their owners’ property.

Links to other websites do not make STS responsible for those websites or establish endorsement. Their operators determine their content and terms.

5. Website availability and liability

The website may be unavailable during maintenance or because of technical failures. We do not promise continuous website availability.

Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any liability that cannot lawfully be excluded or limited. Nothing removes rights or remedies that cannot lawfully be restricted.

Subject to that protection and to applicable law, we are not responsible for business losses resulting solely from reliance on general website information without obtaining a service-specific assessment or commitment. Responsibility for services actually supplied is determined by the applicable service contract and law.

6. Business services: formation and documents

An order becomes binding through the acceptance process stated in its quotation or order form. A person placing an order for an organisation must have authority to do so.

The service documents should identify the parties, scope, exclusions, fees, payment dates, start date, term, renewal mechanism and termination rights. We will not treat an unaccepted website description as an order.

The accepted agreement should state the order of precedence of its documents. A specifically negotiated written provision takes precedence over an inconsistent general provision in these terms. The data processing agreement governs conflicting provisions about processing personal data, without overriding mandatory law.

7. Scope and service standards

We will perform agreed services with reasonable care and skill. Services may include managed IT, Microsoft 365 administration, cloud and infrastructure work, security services, hosting, consultancy or project work, as specified in the order.

Support hours, contact routes, supported systems, response targets, maintenance windows and escalation arrangements are those expressly agreed. A response target is distinct from a guaranteed resolution time. No 24-hour support, fixed uptime commitment or disaster-recovery target is included solely because a service is described as “managed”.

Work beyond the agreed scope, including additional projects, major migrations or unsupported-system remediation, requires agreement on scope and charges. Emergency authority and spending limits should be recorded in the service agreement.

8. Customer cooperation and access

Customers must provide accurate information, authorised contacts, necessary access and timely approvals. They must have the rights and authority needed for STS to access the systems and information involved.

Customers remain responsible for their business decisions, the lawfulness of their content and instructions, and responsibilities expressly allocated to them. They must promptly tell us about suspected compromise, relevant system changes and changes to authorised personnel.

Where an agreed safeguard cannot be implemented or a recommendation is declined, we will explain material consequences and agree any necessary change to scope. Customer cooperation obligations do not excuse STS from its own contractual or legal duties.

9. Charges, subscriptions and changes

Charges, billing frequency, payment deadlines, expenses and any applicable VAT are specified in the order. Third-party licence commitments, minimum terms and cancellation restrictions must be disclosed before purchase.

Additional charges require contractual authority or prior agreement. Price changes, renewal and cancellation operate under the agreed service documents; a website update alone does not change an existing contract.

Customers should notify us promptly of disputed invoices, explaining the dispute. The parties will work reasonably to resolve it. Any interest or recovery charge must have a valid contractual or statutory basis.

Refunds, credits and amounts payable on cancellation are determined by the service agreement and applicable law. These terms do not impose a blanket “no refunds” policy.

10. Hosting, availability and security

Hosting specifications must identify the resources supplied, operating-system and application responsibilities, patching arrangements, monitoring, permitted use and relevant service targets. STS-operated infrastructure and third-party hosting may have different resilience and support arrangements, which must be described in the service documents.

Security services reduce risk but cannot guarantee that every attack, vulnerability or incident will be prevented. This does not reduce STS’s obligation to deliver agreed controls with reasonable care and skill.

Where customers receive administrator access, responsibilities for changes, updates and recovery must be agreed. Providing access does not automatically transfer every management responsibility to the customer.

Customers must not use hosted services for unlawful content, infringement, malware distribution, unauthorised access, spam or activity that materially harms other users or infrastructure. Service-specific capacity and usage limits must be recorded in the order.

11. Backups and recovery

The service documents must state whether STS supplies backups and what they cover. Where included, the backup schedule must specify frequency, retention, storage location, encryption responsibilities, monitoring, restore testing, recovery objectives and exclusions.

Replication, snapshots, high availability and provider retention features must not be assumed to provide an independent backup unless the agreed backup design says so.

Where STS does not supply backups, the agreement must expressly identify who does. Where STS does supply them, a general statement that customers are responsible for their data does not remove STS’s agreed backup obligations.

Recovery depends on the agreed design and usable recovery points. Any recovery-point or recovery-time commitment, and the treatment of failures against it, must be recorded in the service documents.

12. Third-party products

Cloud platforms, licences, telecommunications and other third-party products may be subject to additional terms disclosed before purchase. Their functionality, service limits and subscription commitments should be reflected in the order.

We will explain whether STS is supplying, reselling, managing or merely introducing a third-party service. Third-party involvement does not automatically exclude STS’s responsibility for its own selection, configuration, administration or other agreed work.

13. Confidentiality and personal information

Each party must protect the other’s confidential information and use it only for the engagement or another authorised purpose. Disclosure is permitted to people who need it and are subject to suitable confidentiality obligations, or where law requires disclosure.

The confidentiality obligation does not cover information lawfully public, independently developed or lawfully obtained without a duty of confidence. Compelled disclosures should be notified where lawful and practicable.

Our Privacy Policy explains processing for which STS acts as controller. Where STS processes personal data on a customer’s behalf, the parties must put an appropriate data processing agreement in place before that processing begins. It must address instructions, security, confidentiality, sub-processors, international transfers, assistance, incidents, audits and return or deletion of data.

Each party retains its own responsibilities under applicable data protection law.

14. Customer content and project ownership

Customers retain ownership of their data and materials, subject to third-party rights, and grant STS the permissions necessary to provide the agreed services.

Ownership or licensing of bespoke software, scripts, configuration, documentation and other deliverables must be expressly agreed in the project documents. Source-code handover, repository access, ongoing maintenance and intellectual-property assignment are separate matters and must not be assumed from hosting access or payment alone.

Pre-existing tools and third-party or open-source components remain subject to their applicable ownership and licensing arrangements.

15. Suspension and termination

Contract length, renewal, ordinary termination notice and termination for breach are specified in the service agreement.

Where these terms are incorporated, STS may suspend affected functionality to the minimum extent reasonably necessary to address a serious security threat, unlawful use or a binding legal requirement. We will give notice and an opportunity to resolve the issue where reasonably practicable, explain the impact, and restore access when the justification ends.

Suspension for non-payment must follow the agreed notice and cure process. Disputes should be managed proportionately. Suspension does not itself authorise deletion of customer data or withholding of statutory rights.

16. Leaving the service

Before service termination, the parties should agree data export formats, transfer methods, timing, access handover, licence changes and any additional migration charges. Existing exit commitments in the service agreement continue to apply.

Customer data must be returned or deleted in accordance with the data processing agreement and applicable law. Backup expiry and any legal retention must be addressed expressly. A payment dispute does not remove statutory data protection obligations.

Customers must provide timely migration instructions. STS is not required to provide indefinite free hosting after termination, but will follow the agreed notice, export and deletion arrangements.

17. Liability for business services

The non-excludable liability provisions in section 5 also apply to business services.

Any financial liability cap, exclusion of specified losses, indemnity or service-credit arrangement must be expressly set out in the accepted service agreement and comply with applicable law. This page does not create a numerical liability cap or make service credits the exclusive remedy.

Neither an exclusion of data-loss liability nor an allocation of all cyber risk to the customer should be inferred from these terms. The parties’ responsibilities must be assessed against the agreed work, applicable law and any valid contractual limitation.

18. Events outside reasonable control

A party affected by an event genuinely outside its reasonable control must promptly notify the other party, take reasonable steps to reduce the effect and resume performance. The service agreement should specify any suspension or termination rights arising from a prolonged event.

A failure that should reasonably have been addressed through an agreed backup, resilience or continuity measure is not automatically excused merely because a supplier or utility was involved.

19. Complaints, changes and governing law

Send complaints to contact@seriotechsolutions.com with sufficient information for us to investigate. Contractual escalation and dispute procedures apply where agreed.

We may update website terms for future use. Changes to existing service contracts follow their agreed variation procedure. No change removes accrued rights retrospectively.

These terms are governed by the law of England and Wales. Subject to any mandatory rights or jurisdiction rules, the courts of England and Wales have exclusive jurisdiction.