Legal and Terms
Terms of service, service level agreements, acceptable use policies, and data processing arrangements that govern how we work with our clients.
Clear terms, fair commitments, and a straightforward approach to how we do business.
Bigfoot Networks provides managed IT services, IT support, cybersecurity, consultancy, and project delivery to businesses across the UK. This page sets out the legal terms and policies that apply to the services we provide.
These are our general terms. Where you have a signed service agreement or statement of work, the terms in that document take precedence over the general terms on this page. If there is any conflict between documents, your signed agreement governs.
For information about how we collect, use, and protect your data, please see our Privacy and Security page. This legal page covers the contractual and policy framework for our services.
Bigfoot Networks Limited is a company registered in England and Wales. All agreements are governed by English law.
Terms of Service
The general terms that apply to all engagements with Bigfoot Networks, covering the scope of our agreement, your obligations, fees, liability, and how either party may end the arrangement.
Agreement and scope
These terms govern the provision of managed IT services, IT support, consultancy, and related services by Bigfoot Networks Limited (the Provider) to you (the Client). By engaging our services, you agree to these terms in conjunction with any signed service agreement or statement of work. Where a signed agreement conflicts with these general terms, the signed agreement takes precedence.
Service commencement
Services commence on the date specified in your service agreement or, where no date is specified, on the date we begin delivering services. An initial onboarding period applies during which we assess your environment, document your systems, and configure monitoring and management tools. The duration of the onboarding period is set out in your service agreement.
Client obligations
You agree to provide us with timely access to systems, premises, and personnel as reasonably required for us to deliver the agreed services. You are responsible for maintaining accurate records of your users, licences, and assets. You will notify us promptly of any changes to your environment that may affect our ability to deliver services.
Fees and payment
Fees are set out in your service agreement and are invoiced monthly in advance unless otherwise agreed. Payment is due within 30 days of invoice date. We reserve the right to charge interest on overdue amounts at 8% above the Bank of England base rate, in accordance with the Late Payment of Commercial Debts (Interest) Act 1998.
Intellectual property
All intellectual property rights in tools, scripts, templates, documentation, and processes developed by us remain our property. Where we develop custom solutions specifically for you under a statement of work, ownership is addressed in that document. Your data remains your property at all times.
Limitation of liability
Our liability under or in connection with these terms is limited to the total fees paid by you in the twelve months preceding the event giving rise to the claim. We are not liable for indirect, consequential, or special losses including lost profits, lost data (except where caused by our negligence in performing backup services), or business interruption. Nothing in these terms limits liability for death, personal injury, or fraud.
Term and termination
The initial term is set out in your service agreement. After the initial term, the agreement renews automatically for successive periods of equal length unless either party gives written notice of at least 90 days before the end of the current period. Either party may terminate immediately if the other commits a material breach that is not remedied within 30 days of written notice.
Transition on termination
On termination, we will cooperate reasonably with you or your incoming provider to ensure an orderly transition of services. We will provide your data in a standard, machine-readable format and remove our management tools from your environment. Transition assistance may be subject to additional charges at our standard rates.
“We believe in plain language, fair terms, and partnerships built on trust. Our contracts are designed to protect both parties and set clear expectations from day one.”
Service Level Agreement
Our commitments to service availability, response times, resolution targets, and the escalation process available to you when things do not go to plan.
Service availability
We commit to 99.9% availability for critical managed services including monitoring, alerting, and remote management platforms, measured monthly. Scheduled maintenance windows are excluded from availability calculations and will be communicated at least 5 working days in advance.
Response times
Support requests are classified by severity. Critical issues affecting multiple users or core business operations receive an initial response within 30 minutes during business hours. High priority issues affecting a single user or non-critical system receive a response within 2 hours. Standard requests receive a response within 4 hours. Low priority requests and service queries receive a response within 8 hours.
Resolution targets
We work to resolve critical issues within 4 hours, high priority issues within 8 hours, standard issues within 24 hours, and low priority issues within 5 working days. Resolution targets are goals, not guarantees, as some issues depend on third-party vendors or require hardware replacement. We will keep you informed of progress throughout.
Business hours
Standard support hours are Monday to Friday, 08:00 to 18:00 UK time, excluding English bank holidays. Out-of-hours support for critical issues is available to clients on plans that include it. Emergency contact procedures are documented in your service handbook.
Escalation process
If you are not satisfied with the progress of a support request, you can escalate through our defined process. Level 1: Service Desk Manager. Level 2: Technical Director. Level 3: Managing Director. Escalation contact details are provided in your service handbook and on our support portal.
Service credits
If we fail to meet our service availability commitment in any calendar month, you may request a service credit. Credits are calculated as a percentage of the monthly service fee proportional to the downtime experienced. Service credits are applied to future invoices and are your sole remedy for service availability failures.
Service availability commitment
Critical issue response time
Notice period for termination
Acceptable Use Policy
Guidelines for the appropriate use of services and systems provided or managed by Bigfoot Networks. This policy applies to all users of our services, including your employees, contractors, and agents.
Permitted use
Services and systems provided or managed by Bigfoot Networks must be used for legitimate business purposes in accordance with your service agreement. You may authorise your employees, contractors, and agents to use the services, provided they comply with this policy. You are responsible for the actions of anyone who uses the services under your account.
Prohibited activities
You must not use our services to send unsolicited communications, distribute malware, host illegal content, infringe intellectual property rights, attempt to gain unauthorised access to any system, or engage in any activity that violates applicable law. You must not use the services in a way that could damage, disable, or impair our infrastructure or interfere with other clients.
Security responsibilities
You must take reasonable steps to maintain the security of your systems and user accounts. This includes enforcing multi-factor authentication where we recommend it, keeping software and operating systems updated where this is your responsibility, using strong passwords, and reporting suspected security incidents to us promptly.
Resource usage
Usage of shared resources such as bandwidth, storage, and processing capacity must be reasonable and consistent with your service plan. We reserve the right to contact you if usage significantly exceeds normal levels. We will work with you to find a suitable solution, which may include upgrading your service plan.
Monitoring and enforcement
We monitor systems and networks as part of our managed service delivery. If we identify a breach of this policy, we will notify you and work with you to resolve it. In cases of serious or repeated breach, or where your use threatens the security or stability of our infrastructure, we may suspend access to affected services while the matter is resolved.
Consequences of breach
Breach of this policy may result in suspension of services, termination of your agreement, or a requirement to cover costs incurred as a result of the breach. Where illegal activity is identified, we may report it to the relevant authorities. We will always seek to resolve issues through communication before taking enforcement action.
“Your data is your data. We process it only under your instruction, we protect it with the same rigour we apply to our own, and we return or delete it when our engagement ends.”
Data Processing Agreement
The terms under which we process personal data on your behalf as a data processor, in compliance with UK GDPR and the Data Protection Act 2018.
For details on how we collect and use data in our own capacity, including our privacy policy and security practices, see our Privacy and Security page.
Roles and responsibilities
In delivering our managed IT services, Bigfoot Networks acts as a data processor on your behalf. You remain the data controller and determine the purposes and means of processing personal data. Where we process personal data in the course of delivering our services, we do so only on your documented instructions.
Processing instructions
We process personal data only as necessary to deliver the services described in your service agreement. We will not process personal data for any other purpose without your prior written instruction. If we believe an instruction infringes UK GDPR or other data protection law, we will inform you before carrying out the processing.
Confidentiality
All personnel who process personal data on your behalf are bound by confidentiality obligations. We ensure that access to personal data is limited to those who need it to perform their role. Confidentiality obligations continue after the end of the engagement.
Security measures
We implement appropriate technical and organisational measures to protect personal data against unauthorised access, loss, destruction, or damage. These measures include encryption, access controls, monitoring, incident response procedures, and regular testing. Details of our security practices are set out on our Privacy and Security page.
Sub-processors
We use a limited number of sub-processors to deliver our services, including cloud platform providers, monitoring tools, and service desk platforms. A current list of sub-processors is available on request. We will notify you before engaging a new sub-processor, giving you the opportunity to object. All sub-processors are bound by data processing agreements that provide equivalent protections.
International transfers
Personal data is primarily stored and processed in the United Kingdom and European Economic Area. Where transfers to countries outside these areas are necessary, we ensure appropriate safeguards are in place, including Standard Contractual Clauses approved by the UK Information Commissioner or adequacy decisions.
Data subject rights
We will assist you in responding to data subject requests, including requests for access, rectification, erasure, restriction, portability, and objection. Where we receive a data subject request directly, we will redirect it to you unless instructed otherwise. We will respond to your instructions regarding data subject requests without undue delay.
Breach notification
In the event of a personal data breach, we will notify you without undue delay and no later than 24 hours after becoming aware of the breach. Our notification will include the nature of the breach, the categories and approximate number of records affected, the likely consequences, and the measures taken or proposed to address it.
Audit and compliance
We will make available to you all information necessary to demonstrate compliance with our obligations under this agreement and applicable data protection law. We will allow and contribute to audits, including inspections, conducted by you or an independent auditor appointed by you, with reasonable notice.
Data return and deletion
On termination of our agreement, we will, at your choice, return all personal data to you in a standard, machine-readable format or securely delete it, unless retention is required by law. We will provide written confirmation of deletion on request. Deletion will be completed within 90 days of termination unless otherwise agreed.
Governing law and jurisdiction
These terms and any dispute arising out of or in connection with them are governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction over any proceedings relating to these terms.
If any provision of these terms is found to be invalid or unenforceable, the remaining provisions continue in full force and effect. A failure or delay by either party in exercising any right under these terms does not constitute a waiver of that right.
We may update these terms from time to time. Material changes will be communicated to existing clients in advance. The date at the top of this page indicates when the terms were last updated.
Changes to these terms
We review our legal terms and policies regularly to ensure they remain accurate and reflect how we operate. When we make changes, the updated date at the top of this page is revised.
For existing clients, material changes to the Terms of Service, SLA, or Data Processing Agreement will be communicated at least 30 days before they take effect. If a change materially reduces the level of service or protection you receive, you will have the opportunity to discuss it with us before it applies.
Minor administrative or clarification changes may be made without advance notice. The current version of these terms is always available on this page.
Questions about our terms?
For any questions about the terms on this page, to request a signed copy of your service agreement, or to discuss any aspect of our legal arrangements, contact us at legal@bigfootnetworks.co.uk.
Bigfoot Networks Limited is a company registered in England and Wales. Registered office address is available on request. VAT registered.
Last updated: February 2026