TERMS OF SERVICE
Gaggo Ltd
Managed IT Services
Last Updated: [Jan-2026]
1. About Us
Gaggo Ltd is a UK-registered company providing managed IT support services to business clients only. We provide ongoing IT management, maintenance, monitoring, and advisory services to small and medium-sized businesses.
We do not provide services to home users or consumers.
2. Scope of Services
We provide managed IT services including, but not limited to:
• Remote and on-site IT support
• Monitoring and maintenance
• Cybersecurity best practices
• Microsoft 365 support
• Backup and recovery support
• Network and infrastructure support
• IT consulting and guidance
The exact scope of services will be defined in your service agreement, onboarding document, or service description.
Anything not explicitly listed is not included unless agreed in writing.
3. Business Hours & Support Availability
Our standard support hours are:
Monday to Friday: 9:00 AM – 5:00 PM (UK time)
Excluding public holidays.
Support outside these hours is not guaranteed and may require a separate agreement.
4. Service Level & Response Times
We operate on a best-effort basis with target response times:
• Critical issues: response within 2 business hours
• Normal issues: response within 8 business hours
Response time means acknowledgment and triage — not resolution.
Resolution times depend on:
• Complexity of issue
• Third-party dependencies
• Client cooperation
• Availability of hardware/software vendors
We do not guarantee instant fixes.
5. Client Responsibilities
To deliver reliable service, the client agrees to:
• Provide accurate and complete information
• Grant necessary system access
• Maintain licensed software
• Use supported operating systems
• Inform us of changes to systems or staff
• Follow security best practices
• Not withhold critical information
Failure to meet these responsibilities may impact service quality.
6. Security & Data Protection
We follow industry best practices but no system is 100% secure.
We do not guarantee:
• Absolute security
• Zero downtime
• Zero data loss
• Zero breaches
Clients are responsible for:
• User behaviour
• Password security
• Approving security recommendations
• Compliance with laws
7. Backups & Data Protection
We assist with backup solutions, but:
• Backups are not a guarantee of successful recovery
• Some data loss is always possible
• Clients must approve backup strategies
• Clients must test restores periodically
We are not liable for data loss caused by:
• Hardware failure
• Ransomware
• Client actions
• Third-party software
• Acts of God
8. Third-Party Services
We often rely on third-party providers such as:
• Microsoft
• Cloud platforms
• Internet service providers
• Hosting providers
• Hardware vendors
We are not responsible for:
• Their outages
• Their security failures
• Their policy changes
• Their pricing changes
9. Payment Terms
• All services are billed monthly unless stated otherwise
• Invoices must be paid within the agreed timeframe
• Late payments may result in service suspension
• All fees are exclusive of VAT unless stated
Failure to pay may result in:
• Suspension of services
• Termination of contract
• Recovery action
10. Contract Term & Cancellation
All services operate on a 30-day rolling basis, unless stated otherwise.
Either party may cancel with 30 days written notice.
Upon cancellation:
• Access will be removed
• Monitoring will stop
• Support will stop
• Documentation may be handed over
11. Limitation of Liability
To the maximum extent allowed by law:
We are not liable for:
• Loss of profits
• Loss of data
• Business interruption
• Indirect or consequential damages
Our total liability is limited to the amount paid by you in the previous 3 months.
12. Force Majeure
We are not responsible for delays or failures caused by:
• Natural disasters
• Power outages
• War
• Internet failures
• Government actions
• Vendor failures
13. Termination for Misuse
We reserve the right to terminate services immediately if:
• Systems are used illegally
• Abuse is directed at staff
• Fraud is detected
• Systems are used for malicious activity
14. Changes to These Terms
We may update these terms occasionally. Continued use of our services means acceptance of updated terms.
15. Governing Law
These terms are governed by the laws of England and Wales.
16. Contact
Gaggo Ltd
Office 1, Izabella House
24–26 Regent Place
Birmingham
B1 3NJ