Terms of service

Last updated: August 2026

These are the terms on which My Tech Coach Ltd provides IT support and related services. They are written to be read, not to be hidden behind. If anything here doesn't work for you, tell us before we start and we'll talk about it.

1. Who these terms are with

My Tech Coach Ltd, a company registered in England and Wales ("we", "us"). These terms apply to business customers only. They are not consumer terms, and services are not offered to consumers.

2. How an agreement starts

We will give you a written proposal setting out what we will do and what it costs. An agreement starts when you accept that proposal in writing, or when you start using the services and paying for them, whichever comes first. The proposal and these terms together form the whole agreement. Where the proposal and these terms conflict, the proposal wins.

3. What we will do

We will provide the services described in your proposal with reasonable skill and care, using suitably experienced people.

Anything not described in your proposal is out of scope. That includes new projects, migrations, hardware supply, out-of-hours work and support for systems we have not agreed to cover. We are happy to do out-of-scope work, but we will quote it separately before starting.

4. Response times

We aim to respond to critical failures within minutes and to everything else within one working hour, during business hours. These are targets we work hard to hit, not contractual guarantees, and they are not backed by service credits unless your proposal says otherwise.

5. What we need from you

To do our job we need you to give us timely access to your systems, sites and people, to keep the licences and subscriptions your systems depend on in force, to give us accurate information, and to tell us promptly when something is wrong.

If we cannot work because of a delay on your side, we are not responsible for the consequences, and we may charge for time we have set aside.

6. Backups and data

Your data is yours. We will handle it in line with our privacy and cookies notice.

Where your proposal includes a backup service we will configure and monitor it as described. Where it does not, responsibility for backups stays with you. This is worth reading twice: backup is the single most common gap we find, and we would rather have an awkward conversation now than after something is lost.

7. Third-party services

Our services often depend on products from other companies, such as Microsoft, security vendors and internet providers. We are not responsible for their outages, price changes, or decisions to withdraw a product. Where you buy those products through us, the vendor's own terms also apply to you.

8. Fees and payment

Recurring fees are invoiced monthly in advance. Project and out-of-scope work is invoiced on completion unless we agree otherwise. Payment is due within 14 days of the invoice date.

We may charge interest on late payments under the Late Payment of Commercial Debts (Interest) Act 1998, and we may suspend services if an invoice is more than 30 days overdue. We will always warn you before we suspend anything.

Fees exclude VAT. We may change recurring fees by giving you 30 days' written notice.

9. Rolling term and ending the agreement

Support agreements run on a 30-day rolling basis. Either of us can end the agreement by giving 30 days' written notice, at any time, without giving a reason and without penalty. We mean this: we would rather earn our place each month than trap anyone in a contract.

Either of us may end the agreement immediately if the other commits a serious breach and does not put it right within 14 days of being asked, or becomes insolvent.

When the agreement ends, you pay for work done up to that date. We will hand over passwords, documentation and access in a usable form at no charge. We will not hold your systems hostage over a dispute.

10. Confidentiality

Each of us will keep the other's confidential information private and use it only for the purpose of the agreement. This continues after the agreement ends.

11. Intellectual property

You own your data, your systems and your configurations. We keep ownership of our own tools, templates, scripts and know-how, including anything we developed before working with you or that we use across multiple customers. Where we build something specifically for you and your proposal says you own it, you own it.

12. Liability

Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be limited by law.

Subject to that, we are not liable for loss of profit, loss of business, loss of anticipated savings, or indirect or consequential loss. Our total liability in any 12-month period is limited to the fees you paid us in the 12 months before the claim arose.

We are not liable for loss of data where the loss results from a backup you were responsible for, or from a third-party service failing.

13. Things outside anyone's control

Neither of us is responsible for failing to meet an obligation because of something genuinely outside our reasonable control, such as a major provider outage, a cyber attack on national infrastructure, or a natural disaster. If it goes on for more than 30 days, either of us can end the agreement.

14. Changes to these terms

We may update these terms from time to time. If a change materially affects you, we will give you 30 days' notice. If you are not happy with it, you can end the agreement within that period.

15. Law

These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction.