Terms & Conditions - Support Services
Introduction
- Wainhouse Tower (Bronze Level),
- Dean Clough (Silver Level),
- Shibden Hall (Gold Level), and
- Piece Hall (Platinum Level).
Each designed to cater to the varying needs of our clients in their pursuit of digital transformation and operational excellence. In navigating these terms, it’s crucial to understand the definitions of certain key terms as they are applied within the context of our services:
Client
Refers to any business or individual that engages Northern Reaches Ltd for Microsoft 365 support services.
Support Packages
encompass the four levels of support services offered:
- Wainhouse Tower (Bronze),
- Dean Clough (Silver),
- Shibden Hall (Gold), and
- Piece Hall (Platinum).
Premium Support Option
Denotes an enhanced service offering, providing double the allocated support hours per year for swift updates and functionalities without the need for a full project management cycle.
Change Request
A formal request by the Client for alterations or additions to the solutions developed and deployed by Northern Reaches Ltd, subject to assessment and timeframe determinations for execution.
Service Overview
Wainhouse Tower Support Package (Bronze Level)
Basic Support ideal for businesses beginning their digital transformation journey, offering essential support and guidance across key Microsoft applications and technologies.
Dean Clough Support Package (Silver Level)
Intermediate Support designed for businesses seeking to enhance their operational efficiency with broader coverage and deeper insights into their Microsoft 365 suite.
Shibden Hall Support Package (Gold Level)
Advanced Support for organisations that demand the highest standards of service and support to ensure their IT infrastructure operates flawlessly.
Piece Hall Support Package (Platinum Level)
Elite Support tailored for those who require the utmost level of service, sophistication, and strategic insight into their Microsoft technology infrastructure.
Each support package is crafted to provide not just reactive assistance but proactive guidance to help your business thrive in a digital-first world. From incident management to strategic planning, Northern Reaches Ltd stands as your dedicated partner in navigating the complexities of modern IT environments.
Our approach is built on a foundation of excellence aligned with ITIL v4 best practices, with a focus on delivering not only resolutions but also value through our support services. Whether it’s ensuring seamless operations or enabling strategic growth, our team of experts is dedicated to supporting your business’s unique needs.
As we delve into the subsequent sections, you will find a detailed breakdown of what each support level entails, ensuring you can make an informed decision on the package that best suits your business objectives.
Support Packages Detailed Description
Wainhouse Tower Support Package (Bronze Level)
- Core Microsoft Technology Support: Assistance with Outlook, Word, Excel, PowerPoint, Entra ID, SharePoint, Teams, and OneDrive.
- Weekly Support Hours: Support hours are available as detailed below:
- Monday to Thursday – 8:30am – 5:00pm
- Friday – 8:30am – 1:00pm
- Saturday & Sunday – Business Closed
- Bank Holidays – Business Closed
- Business Closure Periods:
- Please review and understand the Business Closure periods via the section below – Support during the business closure periods will be limited to availability of support staff working remotely and cannot be guaranteed to meet SLA agreements.
- Out of Hours Support
- Any support activity required outside of Northern Reaches Ltd business working hours will be charged at “Double Time” and recorded accordingly in the relevant Incident Requests.
- Priority Incident Management: Prioritised support based on our Service Level Agreement (SLA) to ensure swift resolution of issues.
- Dedicated Support Channels: Access to support via phone, email, and/or Microsoft Teams for quick and easy communication.
- Bi-monthly Analysis Report: Insights into your usage and recommendations for optimisation.
Dean Clough Support Package (Silver Level)
- Expanded Microsoft Technology Coverage: In addition to Basic package services, support extends to Microsoft 365, SharePoint, Exchange, Teams, and Power Platform.
- Weekly Support Hours: Support hours are available as detailed below:
- Monday to Thursday – 8:30am – 5:00pm
- Friday – 8:30am – 1:00pm
- Saturday & Sunday – Business Closed
- Bank Holidays – Business Closed
- Business Closure Periods
- Please review and understand the Business Closure periods via the section below – Support during the business closure periods will be limited to availability of support staff working remotely and cannot be guaranteed to meet SLA agreements.
- Please review and understand the Business Closure periods via the section below – Support during the business closure periods will be limited to availability of support staff working remotely and cannot be guaranteed to meet SLA agreements.
- Out of Hours Support
- Any support activity required outside of Northern Reaches Ltd business working hours will be charged at “Double Time” and recorded accordingly in the relevant Incident Requests.
- Priority Incident Management: Prioritised support based on our Service Level Agreement (SLA) to ensure swift resolution of issues.
- Dedicated Support Channels: Access to support via phone, email, and/or Microsoft Teams for quick and easy communication.
- Enhanced Operational Efficiency: With deeper insights and broader coverage, we help streamline your operations.
- Monthly Analysis Report: More frequent insights for continuous improvement.
Shibden Hall Support Package (Gold Level)
- Comprehensive Support: Encompasses all services in the Basic and Intermediate packages, with added priority access to our team of specialists.
- Weekly Support Hours: Support hours are available as detailed below:
- Monday to Thursday – 8:30am – 5:00pm
- Friday – 8:30am – 1:00pm
- Saturday & Sunday – Business Closed
- Bank Holidays – Business Closed
- Business Closure Periods
- Please review and understand the Business Closure periods via the section below – Support during the business closure periods will be limited to availability of support staff working remotely and cannot be guaranteed to meet SLA agreements.
- Out of Hours Support
- Any support activity required outside of working hours will be charged at “Double Time” and recorded accordingly in the relevant Incident Requests.
- Priority Incident Management: Prioritised support based on our Service Level Agreement (SLA) to ensure swift resolution of issues.
- Dedicated Support Channels: Access to support via phone, email, and/or Microsoft Teams for quick and easy communication.
- Top-tier Service and Response Times: Ensures your IT infrastructure operates flawlessly with the best support response times.
- Monthly Review Meeting and Analysis Report: Regular, detailed insights and strategic planning sessions.
Piece Hall Support Package (Platinum Level)
- Strategic IT Alignment: Services are not only about support but also ensuring your IT environment is optimised and aligned with your strategic goals.
- Customised Support Plan: Tailored strategies to support your unique business objectives.
- Weekly Support Hours: Support hours are available as detailed below:
- Monday to Thursday – 8:30am – 5:00pm
- Friday – 8:30am – 1:00pm
- Saturday & Sunday – Business Closed
- Bank Holidays – Business Closed
- Business Closure Periods
- Please review and understand the Business Closure periods via the section below – Support during the business closure periods will be limited to availability of support staff working remotely and cannot be guaranteed to meet SLA agreements.
- Out of Hours Support
- Any support activity required outside of working hours will be charged at “Double Time” and recorded accordingly in the relevant Incident Requests.
- Priority Incident Management: Prioritised support to ensure swift resolution of issues.
- Dedicated Support Channels: Access to support via phone and email for quick and easy communication.
- Top-tier Service and Response Times: Ensures your IT infrastructure operates flawlessly with the best support response times.
- Monthly Review Meeting and Analysis Report: Regular, detailed insights and strategic planning sessions.
Support Hours and Annual Allocation
Allocation of Support Hours
- Each support package, from Basic to Elite, includes a specific number of support hours annually. This approach ensures that your business can flexibly draw on support as needed, whether for unexpected issues or planned developments.
- Support hours can be utilised for any service listed within your package, including incident resolution, strategic advice, and regular review meetings.
Managing Your Support Hours
- We provide a transparent tracking report for your support hours, allowing you to monitor usage and plan accordingly.
- Should you anticipate exceeding your allocated hours, we offer the option to purchase additional hours in advance, ensuring uninterrupted support.
Utilisation Beyond Annual Allocation
- In the event that your allocated support hours are fully utilised before the end of the annual term, we will notify you and provide options to renew your contract early or purchase additional hours to continue receiving support.
- It is important to note that once all hours for the year have been used, a new support contract will need to be approved and commenced to maintain service continuity.
Business Hours
General Business Hours
At Northern Reaches Ltd we are committed to fostering a supportive and flexible work environment that values the well-being and mental health of our team. We recognise the importance of quality time away from work for personal rejuvenation, family time, and overall well-being.
Our standard working hours are:
- Monday through Thursday, 8:30 AM to 5:00 PM,
- Friday, 8:30 AM to 12:30 PM.
Scheduled Yearly Business Closure Periods
At Northern Reaches Ltd, it is a key to ensure that team members have time off during key times of the year that coincides with expected education sector holiday periods.
Northern Reaches Ltd is therefore closed over a number of weeks throughout each year ensure team members enjoy life and family time. The following are a list of business closure periods for each year:
- Christmas Period: Closed from Christmas Day (December 25th) through New Year’s Day (January 1st) inclusive.
- Easter Closure: Closed for the remaining week following Easter Sunday.
- Summer Holidays: Closed for the last week of July and the first full week in August, allowing our team a restful break with family and friends during the summer months.
- Public Holidays: Our services offered are paused on all recognised public holidays, allowing our team to partake in national and religious observances with their families and friends.
Northern Reaches Ltd also understands that religious festivals and periods can be important to not only team members, but to our clients as well.
Support During Closure Periods
Commitment to Service and Support
While we champion annual leave and closure periods for the well-being of our team, we remain dedicated to delivering exceptional services to our clients. We pledge to communicate any adjustments to our business calendar with ample notice and to provide pathways for urgent support needs during our times of closure.
By partnering with Northern Reaches Ltd, clients and employees alike acknowledge and respect the balance we strive to maintain between providing dedicated services and supporting the well-being of our team. We believe that this approach not only enriches the lives of our employees but also enhances the quality of service provided to our clients.
“Work to Live, NOT Live to Work” – Anonymous
Premium Support Option
At Northern Reaches Ltd, our commitment to providing flexible and comprehensive support is exemplified through our Premium Support Option. Tailored for businesses seeking enhanced flexibility and depth in their support coverage, this option is structured to meet the evolving needs of your operation.
Enhanced Flexibility with Premium Support
- Opting for Premium Support doubles your annual support hours, meticulously balanced to cater to a broad spectrum of needs. Initially, 50% of these hours are dedicated to traditional support incident services, ensuring your business continues to operate smoothly and efficiently. The remaining 50% are reserved for streamlined updates to existing applications, as detailed below.
- This balanced approach ensures that, while you benefit from increased support for routine incidents, you also gain substantial leeway to request updates and enhancements without the need to engage in a full project management process.
Streamlined Updates and Enhancements
- Premium Support uniquely allows for up to 50% of your total annual support hours to be used towards updates or enhancements to applications previously developed and deployed by Northern Reaches Ltd. This ensures that new functionalities can be integrated seamlessly, enhancing your existing solutions.
- While the focus is on enhancing current systems, we also provide support for third-party applications. Please note, resolution times for third-party applications may vary due to the complexities involved with external developments.
Premium Benefits
- Increased Support Hours: Double the standard allocation, split between incident resolution and application updates, offering unparalleled support depth.
- High Priority Access: Premium clients receive high priority access to our support and advanced specialists, ensuring that both routine support needs and requests for application updates are handled with due diligence and efficiency. While priority is enhanced, response times will be managed in concert with the current high priority queue to ensure fairness and quality of service.
- Adaptive Service Use: Emphasises flexibility in utilising support hours for updates and enhancements to existing solutions developed by Northern Reaches Ltd. This clarifies that new functionalities refer to augmentations of current applications, not the creation of new ones.
Change Requests
In alignment with our dedication to continuous improvement and operational excellence, Northern Reaches Ltd adheres to ITIL v4 best practices in managing change requests for solutions we have developed and deployed. This commitment ensures that all changes are assessed, implemented, and reviewed with a focus on minimising impact while maximising value to your business operations.
Submission and Assessment of Change Requests
- Submission: Clients are encouraged to submit change requests via our dedicated support email address ([email protected]). Each request should clearly articulate the desired changes, provide a business rationale, and, if applicable, suggest a desired timeframe for implementation. In keeping with ITIL v4 guidelines, these requests will be logged as a formal change request for assessment.
- Assessment: Following ITIL v4 processes, each change request will undergo a thorough assessment to determine its scope, evaluate the potential impacts on the current application environment, and estimate the necessary resources and time for implementation. This stage ensures that the proposed changes align with business objectives while managing risks effectively.
Timeframe and Execution
- Planning and Approval: Reflecting ITIL v4’s Change Enablement process, the assessment phase is followed by detailed planning, where a proposed schedule and execution strategy are developed. This plan is then submitted for approval, ensuring all stakeholders are aligned.
- Implementation: Upon approval, changes will be implemented following the agreed timeline, incorporating stages of development, testing, User Acceptance Testing (UAT), documentation, sign-off, and deployment. Adhering to ITIL v4, we ensure that each stage is meticulously documented and reviewed to maintain service integrity and performance.
- Review: Post-implementation, a review is conducted to evaluate the success of the change, measuring against predefined criteria to ensure the objectives were met and to identify any lessons learned for continuous improvement.
Support for Third-Party Applications
While our focus is on in-house developed applications, we apply the same structured approach to change requests for third-party applications. However, clients should anticipate potentially longer timeframes due to the complexities of working with external codebases and developed solutions.
Continual Communication
Consistent with ITIL v4’s emphasis on collaboration and communication, we maintain an open line of dialogue throughout the change management process. Clients will receive regular updates and are encouraged to provide feedback, ensuring a partnership approach to service management.
By integrating ITIL v4 methodology into our change request process, Northern Reaches Ltd ensures that each change is managed efficiently, aligning IT services with your business needs while optimising risk management and service value.
Terms of Use
Acceptable Use Policy
- Respectful Interaction: Clients are expected to interact with Northern Reaches Ltd staff and resources in a respectful and professional manner. Abuse or disrespect towards staff or misuse of resources will not be tolerated.
- Compliance with Laws: Clients must use the support services in compliance with all applicable laws, regulations, and guidelines. This includes, but is not limited to, data protection and privacy laws.
Client Obligations
- Accurate Information: Clients are responsible for providing accurate and current information about their needs and system configurations to ensure effective support.
- Security: Clients must take reasonable steps to secure their systems and data, including implementing recommended updates and patches.
- Backup: Clients are advised to maintain current backups of all critical data. Northern Reaches Ltd cannot be held responsible for data loss or corruption.
Prohibited Activities
- No Unauthorised Access: Clients shall not attempt to gain unauthorised access to any services, other accounts, computer systems, or networks connected to any Northern Reaches Ltd server, computer, device, or cloud-based application through hacking, password mining, or any other means.
- No Interference: Clients agree not to interfere with the service operations of Northern Reaches Ltd or the use of services by other clients.
- No Illicit Use: The support services provided shall not be used for any unlawful activities or to support any illegal operations.
Modification of Terms
Northern Reaches Ltd reserves the right to modify these Terms of Use at any time. Changes will be communicated to clients in a timely manner, with reasonable notice given before any new terms take effect.
Enforcement and Termination
Violation of these Terms of Use may result in temporary suspension or permanent termination of service. Northern Reaches Ltd is committed to enforcing these terms to protect the integrity and security of its services and clients.
By engaging with Northern Reaches Ltd for support services, clients acknowledge and agree to these terms, ensuring a productive and respectful partnership.
Payment Terms
Fee Structure
- Each level of support—Wainhouse Tower, Dean Clough, Shibden Hall, and Piece Hall—has a corresponding fee structure, reflective of the scope and depth of services provided. Details of the fee structure for each package, including any Premium Support Option enhancements, are provided upon request and are outlined in the service agreement.
- Additional support hours or services beyond those specified in the chosen support package will be charged at our standard “out of hours” hourly rate, as detailed in the service agreement.
Billing Cycle
- Clients will be invoiced annually in advance for the chosen support package, with payment due within 30 days of the invoice date.
- For any additional support hours or services utilised beyond the annual package, clients will be invoiced monthly, with payment due within 14 days of the invoice date.
Payment Methods
Northern Reaches Ltd accepts payment via bank transfer, credit card, and direct debit. Detailed payment instructions will be provided on each invoice.
Late Payment
- In the event of late payment, Northern Reaches Ltd reserves the right to suspend services until the outstanding balance is settled. Clients will be notified in advance of any impending suspension due to non-payment.
- A late payment fee may be applied to overdue balances, calculated at a percentage rate of the outstanding amount per month, as detailed in the service agreement.
Disputes and Queries
Any disputes or queries regarding invoices must be raised within 14 days of the invoice date. Northern Reaches Ltd is committed to resolving any billing concerns promptly and fairly.
Our approach to billing and payments is designed to be as straightforward and accommodating as possible, reflecting our commitment to building lasting, mutually beneficial relationships with our clients. We encourage open communication regarding any financial concerns or needs to ensure that our support services align with your business objectives and budgetary requirements.
Confidentiality and Data Protection
Confidential Information Handling
- All client information and data shared with Northern Reaches Ltd in the course of receiving support services will be considered confidential. This includes, but is not limited to, business operations, software configurations, and data stored within client systems.
- Northern Reaches Ltd commits to not disclosing any confidential information to third parties without the explicit consent of the client, except as required by law.
Data Protection Compliance
- In handling personal and sensitive data, Northern Reaches Ltd adheres strictly to the principles of GDPR and other relevant data protection legislation. This includes ensuring lawful processing, maintaining data security, and respecting individuals’ rights regarding their data.
- Clients are also reminded of their obligations under data protection laws, particularly regarding the sharing and processing of third-party personal data through the support services provided.
Data Security Measures
- Northern Reaches Ltd employs robust security measures to protect against unauthorized access, alteration, disclosure, or destruction of personal data. This includes physical security measures, encryption, access controls, and regular security assessments.
- In the event of a data breach, Northern Reaches Ltd will follow all legal requirements for notification and mitigation as stipulated by applicable data protection laws.
Confidentiality Agreements
- Employees and contractors of Northern Reaches Ltd are bound by confidentiality agreements that obligate them to protect client information and adhere to our data protection policies.
- Similar obligations of confidentiality will be required of any third parties that may need access to client information in the provision of support services.
Client Responsibilities
Clients are responsible for ensuring that their use of Northern Reaches Ltd’s support services complies with applicable data protection laws, including GDPR. This includes securing necessary consents for the processing of personal data and ensuring that data shared with Northern Reaches Ltd is done so lawfully.
Northern Reaches Ltd is committed to maintaining the highest standards of confidentiality and data protection, ensuring that our clients can trust us with their most sensitive information. Our dedication to these principles is integral to our support services and our partnership with clients.
Limitation of Liability
Scope of Liability
Northern Reaches Ltd shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to, loss of profits, data, use, goodwill, or other intangible losses, resulting from:
- Your access to or use of or inability to access or use the services;
- Any conduct or content of any third party on the services;
- Unauthorised access, use, or alteration of your transmissions or content, whether based on warranty, contract, tort (including negligence), or any other legal theory, whether or not we have been informed of the possibility of such damage, and even if a remedy set forth herein is found to have failed its essential purpose.
Maximum Liability
Notwithstanding the above, Northern Reaches Ltd’s total liability for any claims under these terms, including for any implied warranties, is limited to the amount you paid us to use the services in the 12 months preceding the claim.
Service Level Agreements (SLAs)
Specific provisions regarding liability and compensation may also be outlined in Service Level Agreements (SLAs) accompanying your chosen support package. These SLAs provide detailed expectations regarding service delivery and the remedies available in the event of service level failures.
Client Acknowledgement
By engaging with Northern Reaches Ltd for support services, clients acknowledge that they understand and agree to these limitations of liability. Clients are encouraged to take all necessary precautions, including data backup and system security measures, to mitigate potential losses.
Exceptions
The limitations of liability set forth above do not affect any liability which cannot be excluded or limited under applicable law.
Northern Reaches Ltd’s approach to limitation of liability is designed to be fair and transparent, clearly delineating the extents of our responsibility. This ensures that our clients have a clear understanding of the legal framework within which our support services are provided.
Termination and Renewal
Termination by the Client
- Clients may decide to terminate their support services agreement with Northern Reaches Ltd at any time. To do so, clients are required to provide a written notice of termination 30 days in advance.
- Prepaid fees for services not yet rendered will be refunded on a pro-rata basis, except in cases where termination is due to a breach of the Terms and Conditions outlined herein.
Termination by Northern Reaches Ltd
- Northern Reaches Ltd reserves the right to terminate the support services agreement if there is a breach of the Terms and Conditions by the client that is not remedied within 30 days of written notification of such breach.
- In such cases, no refund of prepaid fees will be provided.
Renewal of Services
- Support services agreements are subject to automatic renewal at the end of the current service term for a subsequent term of equal length, unless either party provides written notice of its intention not to renew at least 30 days prior to the end of the current term.
- Renewal terms, including any adjustments to service fees, will be communicated to the client at least 45 days prior to the renewal date.
Changes to Services
- Northern Reaches Ltd is committed to continuous improvement and innovation in our support services. As such, we reserve the right to modify the services offered, including adjustments to the features or pricing of our support packages, upon providing reasonable notice to our clients.
- Clients will have the opportunity to review and accept these changes or to terminate the agreement if the changes are not acceptable.
Effect of Termination
Upon termination, all rights and obligations of both parties cease, except for any rights and obligations that by their nature should survive termination (such as confidentiality obligations, payment obligations for services rendered prior to termination, and limitations of liability).
Northern Reaches Ltd aims to ensure that the process of termination and renewal is handled with clarity and fairness, respecting the needs and decisions of our clients while maintaining the integrity of our service offerings.
Dispute Resolution
Initial Resolution Attempt
- In the spirit of cooperation, clients are encouraged to contact Northern Reaches Ltd directly to discuss any concerns or disputes that may arise. We will make every effort to address and resolve issues informally at the earliest possible stage.
- A dedicated account manager or support specialist will be assigned to your case to ensure consistent communication and to work towards a mutually agreeable solution.
Escalation
- Should the initial attempt at resolution not result in a satisfactory outcome, the dispute may be escalated to senior management within Northern Reaches Ltd. We are committed to taking a fair and balanced approach to all disputes, considering the interests and concerns of both parties.
- Escalation involves a more formal review of the dispute, including an analysis of the agreement terms, service delivery records, and any other relevant documentation.
Mediation
- If escalation does not resolve the dispute, both parties agree to engage in mediation as a next step. Mediation will be conducted by an independent third-party mediator to be mutually agreed upon.
- The costs of mediation will be shared equally between the client and Northern Reaches Ltd, unless otherwise agreed as part of the mediation outcome.
Arbitration or Legal Action
- In the event that mediation fails to resolve the dispute, the final resolution may require arbitration or legal action. The decision to proceed to arbitration or legal action will be made as a last resort, with both parties agreeing to be bound by the arbitration ruling or legal judgment.
- The process for arbitration or legal action, including the choice of venue and governing law, will be in accordance with the terms set out in the “Governing Law” section of these Terms and Conditions.
Continuity of Service
During any dispute resolution process, Northern Reaches Ltd will continue to provide support services in accordance with the terms of the existing agreement, except in cases where the dispute directly impedes service delivery.
Northern Reaches Ltd is committed to resolving disputes in a manner that is fair, respectful, and constructive, ensuring the continued provision of high-quality support services to our clients.
Amendment and Modification
Notification of Amendments
- Any amendments or modifications to these Terms and Conditions will be communicated to clients in writing. This may include email notifications, postings on our website, or direct mailings, depending on the nature and significance of the changes.
- Northern Reaches Ltd is committed to providing reasonable notice of any changes, allowing clients sufficient time to review and understand the implications of the amendments.
Effective Date of Amendments
- The effective date of any amendments or modifications will be clearly stated in the notification. Amendments will not be retroactive and will only apply to services rendered after the effective date.
- Clients will have the option to terminate their agreement if the amendments materially alter the terms of service in a manner that is not acceptable to them, subject to the terms outlined in the “Termination and Renewal” section of these Terms and Conditions.
Client Acknowledgement
- By continuing to use Northern Reaches Ltd’s support services after the effective date of any amendments, clients are deemed to have accepted the changes. It is important that clients review all amendments carefully to ensure they understand and agree to the new terms.
- Clients are encouraged to reach out to their dedicated account manager or Northern Reaches Ltd’s support team with any questions or concerns regarding amendments to these Terms and Conditions.
Record of Amendments
Northern Reaches Ltd will maintain a record of all amendments to these Terms and Conditions, including the dates of changes and a summary of the modifications. This record will be made available to clients upon request, ensuring transparency and accessibility of information regarding the terms of service.
Northern Reaches Ltd is dedicated to maintaining a clear, fair, and mutually beneficial relationship with our clients. Amendments to these Terms and Conditions will be managed in a manner that respects the interests of our clients while ensuring the continued excellence of our support services.
Governing Law
Jurisdiction
The parties agree that the courts of England and Wales will have exclusive jurisdiction to settle any dispute or claim that arises out of or in connection with this agreement, its subject matter, or its formation (including non-contractual disputes or claims).
Applicability
- This governing law applies to the Terms and Conditions outlined herein, encompassing all matters of service provision, client engagement, and dispute resolution as detailed in the preceding sections.
- By agreeing to these Terms and Conditions, both Northern Reaches Ltd and the client consent to the exclusive jurisdiction of the courts of England and Wales for any actions, lawsuits, or proceedings arising from or related to this agreement.
Compliance
- Northern Reaches Ltd is committed to operating within the framework of the law and encourages all clients to ensure their use of our support services complies with all applicable legal and regulatory requirements.
- It is the responsibility of each party to be informed about and conform to the legal and regulatory frameworks that pertain to their business operations and the use of Northern Reaches Ltd’s support services.
International Considerations
For clients operating across international borders, it is important to note that while the governing law of this agreement is specified as the law of England and Wales, clients are also responsible for compliance with the laws and regulations of the jurisdictions in which they operate.
Contact Information
Support Requests
- Email: [email protected]
- Phone: 07578 122325 (Available Monday to Friday, 8:30 AM to 5:00 PM GMT)
General Enquiries
- Email: [email protected]
- Phone: 07578 122325 (Available Monday to Thursday, 10:00 AM to 4:00 PM GMT)
Mailing Address
Northern Reaches Ltd
71-75 Shelton Street
London
Greater London
United Kingdom
WC2H 9JQ
Feedback and Complaints
- Email: [email protected]