Terms & Conditions

Consultation Scope

The 30-minute free consultation is intended for general enquiries, high-level discussions, and light technical guidance.
It is not intended for detailed troubleshooting, project planning, or in-depth technical work.
Limited to one consultation per customer or business.

Booking

All consultations or support sessions must be booked in advance using the provided booking form or contact method.
Appointment confirmation will be sent to the email or mobile number provided.

Rescheduling and Cancellations

If you need to cancel or reschedule, please provide at least 12 hours’ notice.
Missed appointments without notice may result in restrictions on future bookings.

One Network Solutions may cancel or reschedule when necessary. If we need to reschedule, we will offer a suitable alternative.

Managed Network Support Scope

The Managed Network Support Plan provides ongoing remote support for approved client systems as detailed in the active agreement or quotation.
Support includes:

Unlimited business-hours support (09:00–17:30, Monday–Friday, excluding UK public holidays).
Optional evening support add-on (17:30–22:00, Monday–Friday).
Optional 24/7 support add-on (includes weekends and public holidays).
Ad-hoc out-of-hours support available at the published hourly rate (minimum one-hour charge).

All work outside the agreed hours or scope will be charged at the standard hourly rate unless covered by an add-on.

Service Levels

We aim to:

Respond within one working hour during business hours.
Prioritise managed clients over ad-hoc or non-contract customers.
Provide resolution estimates based on issue severity and complexity.

Service levels are targets and not guaranteed response times unless stated otherwise in writing.

Exclusions

The following are not included under any support plan unless specifically agreed in writing:

Hardware faults outside warranty or vendor support.
Third-party software, hosting, or connectivity not supplied by One Network Solutions.
Major infrastructure upgrades, redesigns, or project work.
Site visits beyond the agreed service area.
Damage, misuse, or unauthorised configuration changes by the client or third parties.

Fees and Discounts

All support packages are billed monthly in advance, unless otherwise agreed.
Out-of-hours work is billed at the published hourly rate, with a one-hour minimum.
Returning clients who have previously purchased services or completed work with One Network Solutions receive a 10% discount on new support packages.
All prices exclude VAT unless stated otherwise.

Limitation of Liability

While we take reasonable care in providing support and advice, One Network Solutions shall not be liable for:

Any indirect, consequential, or incidental losses;
Business interruption or data loss;
Delays caused by third-party suppliers, software, or network failures.

Liability is limited to the total amount paid for the service in question within the preceding 30 days.

Confidentiality

All client data, credentials, and information shared with One Network Solutions are treated as strictly confidential and used only for providing services.
Neither party may disclose information without prior written consent, except as required by law.

Data Protection

We comply with UK GDPR and all applicable data-protection laws.
Personal data will only be used to deliver, manage, and bill for services.
For full details, please refer to our Privacy Policy.

Termination

Either party may terminate a managed support agreement with 30 days’ written notice.
Outstanding invoices must be settled before termination.
We reserve the right to suspend or terminate services for non-payment, misuse, or breach of terms.

General

These terms are governed by the laws of England and Wales.
Any disputes shall be subject to the exclusive jurisdiction of the UK courts.
One Network Solutions reserves the right to update or amend these terms with reasonable notice.