Teddy Tech Support
Master Services Agreement (MSA)
A modern, plain‑English IT support agreement for home and business clients.
1. Definitions
1.1 Legal Entity
Teddy Tech Support is the trading name of sole trader Dale Barden, operating in the United Kingdom.
1.2 Terminology
“Teddy Tech Support”, “we”, “us”, “our” – the service provider.
“Client”, “you”, “your” – the individual or business receiving services.
“Managed Service Contract” – an ongoing business support agreement with SLAs.
“Monthly Service Plan” – any recurring home or business support plan.
“One‑off Services” – any non‑recurring support session or project.
“Hardware/Software Purchases” – any equipment or licences supplied by us.
“SLA” – Service Level Agreement defining response and resolution targets.
“Standard Hours” – Monday–Friday, 9am–5pm (excluding bank holidays).
2. Scope of Services
2.1 Home User Services
- One‑off support
- Remote assistance
- On‑site visits
- Optional monthly service plans
2.2 Business Services
- Managed service contracts
- Remote monitoring
- Ongoing IT support
- Optional monthly service plans with SLAs
2.3 Out‑of‑Scope Work
Unless explicitly included, the following are not covered:
- Advanced data recovery
- Physical repairs requiring specialist equipment
- Support for end‑of‑life or unsupported systems
- Custom software development
- ISP or cloud provider outages
- Cyber‑attack remediation beyond initial containment
- Work outside the service area
Additional charges may apply for out‑of‑scope work.
2.4 Website Builds & Hosting
Teddy Tech Support provides website design, build, and hosting setup services. To ensure clarity and protect both parties, the following terms apply:
2.4.1 Scope of Work
Website projects may include:
- Website design and build
- Hosting setup or migration
- Basic on‑page SEO
- Content upload (where provided by the client)
- Domain and DNS configuration
Unless explicitly agreed, the following are not included:
- Copywriting
- Advanced SEO or marketing services
- Ongoing content updates
- Custom development or integrations
- E‑commerce setup (unless agreed separately)
2.4.2 Ownership
The client owns all content they provide.
Teddy Tech Support retains ownership of the website design and build until full payment is received.
Any stock images, icons, or assets are licensed for use on the client’s website only.
2.4.3 Hosting
Hosting is provided directly by Teddy Tech Support, and all hosting fees are paid to Teddy Tech Support.
Hosting may be delivered via third‑party infrastructure, but Teddy manages the service on your behalf.
We are not responsible for outages, downtime, or performance issues caused by the underlying hosting provider or wider internet infrastructure.
Hosting fees must be kept up to date to avoid suspension of service.
If a client moves hosting away from Teddy Tech Support, migration assistance may be provided for an additional fee.
Nothing in this section excludes our responsibility to carry out hosting setup, configuration, or maintenance with reasonable care and skill.
2.4.4 Maintenance, Updates & Backups
Monthly hosting includes ongoing maintenance, small updates, and regular website backups.
“Small updates” include minor text edits, image swaps, link fixes, and light adjustments.
Backups are performed regularly and stored securely for disaster recovery purposes.
Backups do not replace the client’s responsibility to maintain copies of their own content outside the website.
Major updates (new pages, redesigns, structural changes, integrations, or significant content changes) incur additional fees.
Any major work will be quoted and agreed before changes are made.
Maintenance does not cover issues caused by client‑made changes or third‑party plugins unless otherwise agreed.
2.4.5 Client Responsibilities
Clients must:
- Provide content, images, and information in a timely manner
- Ensure they have rights to all supplied materials
- Approve drafts and provide feedback promptly
Delays in providing content may delay project timelines.
2.4.6 Liability
Teddy Tech Support is not liable for:
- Loss of revenue due to website downtime
- Issues caused by third‑party hosting providers
- Security breaches caused by weak client passwords or unmanaged hosting
- Client‑made changes that break or alter the website
2.5 Microsoft 365 Email Setup & Support
Teddy Tech Support provides Microsoft 365 setup, configuration, and ongoing support. The following terms apply:
2.5.1 Setup Responsibilities
We may assist with:
- Account creation
- Domain and DNS configuration
- Device setup (PC, Mac, mobile)
- Security settings (MFA, conditional access where applicable)
- Mail migration (where agreed)
We do not guarantee delivery of all emails, as this depends on Microsoft’s platform and third‑party mail servers.
2.5.2 Ongoing Support
Ongoing support may include:
- Troubleshooting email issues
- Adding/removing users
- Device reconfiguration
- Basic mailbox management
The following are not included unless agreed separately:
- Large‑scale migrations
- Tenant‑to‑tenant moves
- Advanced security configuration
- Compliance or retention policy design
2.5.3 Data Responsibility
The client is responsible for their own data.
Teddy Tech Support can advise on backup solutions but cannot guarantee against data loss.
Deleted or corrupted emails may not always be recoverable.
2.5.4 Security
Teddy Tech Support configures recommended security settings.
The client must maintain strong passwords and use MFA where required.
We are not liable for breaches caused by client negligence or insecure practices.
2.5.5 Third‑Party Services
Microsoft 365 uptime, outages, and service issues are outside our control.
We are not responsible for Microsoft’s platform behaviour, downtime, or service changes.
2.5.6 Account Ownership
The client owns their Microsoft 365 tenant and all associated data.
Teddy Tech Support may be granted administrative access solely for support purposes.
Access may be removed by the client at any time.
3. Contract Terms
3.1 Contract Length
All Monthly Service Plans (home or business) operate on a 12‑month minimum term.
3.2 Automatic Renewal
Contracts automatically renew for another 12 months unless cancelled.
3.3 Notice Period
To prevent renewal, clients must provide written notice at least 30 days before the renewal date.
For consumer clients, we will provide a renewal reminder before the contract renews. Renewal terms will be clearly highlighted at the point of signup to ensure they are prominent and transparent.
3.4 Early Exit (Business Clients Only)
Business clients may exit early without penalty if Teddy Tech Support:
- Fails to meet the agreed SLA
- On three separate occasions
- Within a three‑month period
4. Payments
4.1 Monthly Plans
Billed in advance.
4.2 One‑Off Services
Must be paid in advance before work begins.
4.3 Hardware & Software Purchases
Must be paid in full upfront before ordering.
4.4 Onboarding & Setup Fees
Some services may require onboarding, installation, or configuration fees. These will be confirmed before work begins.
4.5 Late Payments
Late or missed payments may result in suspension of services until the account is brought up to date.
5. Client Responsibilities
Clients must:
- Maintain supported hardware and software
- Provide accurate information when reporting issues
- Ensure backups are functioning (see Section 6)
- Maintain a stable internet connection for remote support
- Follow reasonable guidance provided by Teddy Tech Support
Advice is provided in good faith and based on the information available at the time. Teddy Tech Support is not responsible for issues arising from incomplete, inaccurate, or withheld information.
6. Data Backups & Data Loss
Teddy Tech Support may assist with backup setup or provide backup solutions, but:
- The client is responsible for ensuring backups run correctly
- The client is responsible for verifying backup integrity
- We accept no liability for data loss, corruption, or failed backups
This includes failures caused by hardware, software, user error, or third‑party services.
This section does not exclude our responsibility to perform any backup‑related work we undertake with reasonable care and skill.
7. Cybersecurity Responsibilities
We provide general cybersecurity guidance, but:
- The client is responsible for maintaining secure passwords
- The client must ensure staff follow safe IT practices
- We are not liable for breaches caused by user behaviour
- We may recommend security tools, but their effectiveness is not guaranteed
Cybersecurity requires shared responsibility between us and the client.
8. Equipment Ownership & Warranty
- All hardware remains the property of the client once paid for in full
- Warranty claims are subject to the manufacturer’s terms
- Teddy Tech Support is not responsible for manufacturer delays or refusals
- Loan equipment (if provided) must be returned in good condition
9. Third‑Party Vendors
We may interact with third‑party vendors (ISPs, software providers, hardware suppliers) on your behalf, but:
- We are not responsible for their performance
- We cannot guarantee their response times
- Any costs from third‑party vendors are the client’s responsibility
10. Acceptable Use
Clients must not use our services for:
- Illegal activities
- Harassment or abuse
- Attempting to bypass security controls
- Hosting or distributing harmful content
We reserve the right to suspend services if misuse is identified.
11. Liability
We will always act with reasonable skill and care, but we are not liable for:
- Loss of data (see Section 6)
- Loss of business, revenue, or productivity
- Third‑party software or hardware failures
- Issues caused by unsupported or outdated equipment
- ISP or cloud provider outages
- Security breaches caused by weak passwords, unsafe practices, or client negligence
Our total liability for any claim, whether arising from negligence, breach of contract, or otherwise, is strictly limited to the total amount paid by the client under the contract or service plan during the 12‑month period in which the issue occurred.
This liability cap applies to all services, including but not limited to:
- One‑off support
- Monthly service plans
- Managed service contracts
- Website builds and hosting
- Microsoft 365 setup and support
- Hardware and software purchases
We are not liable for any indirect, incidental, or consequential losses.
Nothing in these Terms limits or excludes our liability where such limitation is not permitted by law, including liability for death or personal injury caused by negligence, failure to exercise reasonable care and skill, or defective digital content that damages a consumer’s device. Your statutory rights under the Consumer Rights Act 2015 remain unaffected.
12. Indemnity
The client agrees to indemnify and hold Teddy Tech Support harmless against claims, damages, or costs arising from::
- misuse of services
- client‑made changes
- breaches caused by weak passwords or unsafe practices
- use of unsupported hardware or software
- third‑party actions outside our control
13. Confidentiality
Both parties agree to keep confidential:
- Business information
- Credentials
- System details
- Any sensitive data shared during support
We will never disclose client information unless legally required.
14. Service Suspension
We may temporarily suspend services if:
- Payments are overdue
- There is evidence of misuse
- Security risks are identified
The client refuses required updates or maintenance
Services will resume once the issue is resolved.
15. Force Majeure
Teddy Tech Support is not liable for delays or failures caused by events outside our reasonable control, including illness, power outages, extreme weather, strikes, or third‑party failures.
16. GDPR & Data Protection
We follow GDPR principles:
- Only essential data is collected
- Data is stored securely
- Data is not sold or shared except where required to deliver a service
- Clients may request access, correction, or deletion
- Essential records may be retained for legal or accounting purposes
Clients are responsible for their own GDPR compliance where applicable.
17. Fair Use
Support plans include reasonable usage. Excessive or abusive use may require a revised plan or additional charges.
18. Right to Refuse or Withdraw Service
We may refuse or withdraw services if:
- a client behaves abusively
- a working environment is unsafe
- the requested work is illegal, unethical, or outside our expertise
19. Changes to Terms
We may update these Terms & Conditions from time to time. Clients will be notified of significant changes.
20. SLA Schedule — Business Managed Service Clients
20.1 Support Hours
Standard Hours: Monday–Friday, 9am–5pm (excluding bank holidays)
Out‑of‑Hours Support: Available for clients with enhanced plans
20.2 Response Times
| Priority | Description | Target Response |
|---|---|---|
| P1 – Critical | Complete outage, business unable to operate | 1 hour |
| P2 – High | Major disruption, partial outage | 4 hours |
| P3 – Medium | Non‑urgent issue affecting productivity | 1 business day |
| P4 – Low | Minor issue, general request | 2 business days |
20.3 Resolution Targets
- P1: Work continuously until service is restored
- P2: Aim for resolution within 1 business day
- P3: Aim for resolution within 3 business days
- P4: Aim for resolution within 5 business days
Times may vary depending on third‑party involvement or hardware availability.
20.4 SLA Exclusions
SLAs do not apply to:
- ISP outages or third‑party failures
- Hardware failure
- Unsupported or end‑of‑life systems
- Force majeure events
- Client‑caused issues
20.5 Client Responsibilities for SLA Coverage
Clients must:
- Maintain supported hardware and software
- Provide accurate information when reporting issues
- Ensure backups are functioning
- Maintain a stable internet connection for remote support
20.6 SLA Breach & Early Termination
If Teddy Tech Support fails to meet the SLA on three separate occasions within a three‑month period, the client may terminate the contract early without penalty.
Last Updated – 17/02/2026