Services: Alpha IT Solutions provides IT consultancy, delivery, and support services as agreed.
Scope: Work will be defined in a Statement of Work (SOW). Changes may affect cost and
timelines.
Fees: Invoices payable within agreed terms. Late payments may incur statutory interest.
Client Responsibilities: Client must provide access, data, and cooperation required.
Confidentiality: Both parties agree to protect confidential information.
Data Protection: We comply with UK GDPR and Data Protection Act 2018.
Intellectual Property: Alpha retains IP unless otherwise agreed.
Liability: Liability limited to fees paid. No indirect loss liability.
Termination: Either party may terminate with a 30 day notice. Fees due upon termination.
Governing Law: England and Wales jurisdiction.
Service Level Agreements (SLA)
Availability: 99.5% uptime target.
Support Hours: Mon-Fri 9-5 UK.
Response Times: Critical 1h | High 4h | Medium 8h | Low 24h
Resolution Targets: Critical 4h | High 1 day | Medium 2 days | Low 3-5 days
Escalations: Managed internally to senior teams.
Maintenance: Scheduled with notice.
Service Credits: May apply if SLAs missed.