Total Device Protection — Service Schedule
This Service Schedule explains our Total Device Protection service. It applies only when it is named in your accepted Order and was supplied to you before acceptance. It must be read with that Order and whichever of our Consumer Terms and Conditions or Business Terms and Conditions applies to you.
At a glance
This summary and the detailed terms below both form part of this Service Schedule. The detailed terms explain the summary.
What is included
- Licence, monitoring, endpoint antivirus, automatic patching and security updates supplied through the managed platform, and agreed automated actions for each enrolled supported device.
- A 48-business-hour response-and-resolution target for eligible support requests.
- Alert review and routine platform administration within the agreed scope.
What is not included
- Technician investigation, remediation, repair, data recovery or device setup labour; this remains chargeable at the applicable plan rate.
- A guarantee that every threat will be prevented, detected or removed.
- Unsupported or end-of-life operating systems, Windows Server Core, unsupported ARM devices or devices without reliable internet.
- Extended-hours emergency support.
Important to know
- Each device has a 12-month commitment and then renews in further 12-month terms.
- The 48-business-hour time is a target, not a guarantee.
- Replacement-device licence transfer depends on supplier permission; setup and removal are chargeable.
1 How this Service Schedule works
1.1 This Service Schedule applies only to the Total Device Protection service and deliverables identified in the Order. Work, products or outcomes not identified in the Order are outside scope.
1.2 If you are an individual buying wholly or mainly outside your trade, business, craft or profession, our Consumer Terms and Conditions apply. In all other cases our Business Terms and Conditions apply.
1.3 The accepted Order, applicable main terms and this Service Schedule form one contract. Their priority is determined by the main terms. A clear project-specific provision in the Order may vary this Schedule, but nothing restricts a mandatory consumer right.
1.4 The minimum commitment and renewal arrangements are 12 months for each enrolled device, followed by further 12-month terms unless cancelled in time.
2 Service scope
2.1 The service applies only to devices listed in the Order that meet the current supported-device and operating-system requirements.
2.2 Automated patching, security updates and other actions may run according to platform policy. Some alerts require client confirmation and separate technician work.
2.3 When an alert appears to require human investigation or remediation, we notify the client and act after confirmation where reasonably practicable. That technician labour is chargeable at the applicable rate; automatic patching and security updates remain included.
3 Charges and payment
3.1 The Order states the charges, VAT treatment, payment schedule and any deposit. Consumer prices include VAT. Business prices exclude VAT unless stated otherwise.
3.2 An estimate is a good-faith indication based on information then available; it is not a fixed quotation, cap or guarantee unless the Order expressly says so. We will seek approval before material work outside the agreed scope or spending authority.
3.3 Chargeable time includes work reasonably required to deliver the service, administration specific to the work, substantive communications, testing, third-party liaison, travel where applicable and correcting problems that we did not cause.
3.4 Recurring charges are invoiced in advance. We normally issue the invoice about ten days before renewal and aim to provide an earlier courtesy reminder. Failure to receive a courtesy reminder does not itself prevent renewal where the contractual renewal notice was otherwise clear.
4 Client responsibilities
4.1 The client must cooperate, keep contact and billing information current, provide requested access and accurate information, and use the service lawfully and within the agreed scope.
- Keep enrolled devices supported, connected and correctly licensed; do not disable the agent or protection; promptly report warnings and suspected incidents; and maintain independent backups.
- Authorise necessary containment steps and provide access and cooperation for chargeable technician work.
5 Device changes and support
5.1 Where the supplier permits, a licence may move to a replacement device. Removal from the old device and setup on the new device are chargeable. If transfer is not permitted, the original commitment remains payable.
5.2 Technician labour for investigating or responding to a confirmed alert, repairing a device, transferring a licence or completing setup is not included. We will explain the applicable rate or support-plan treatment before chargeable work starts where reasonably possible.
6 Data protection and confidentiality
6.1 Each party must comply with applicable data-protection law and the privacy, confidentiality and security provisions in the applicable main terms. The client remains responsible for its lawful basis, privacy information, data accuracy, retention decisions and handling of rights requests for data it controls.
6.2 Where we process personal data on behalf of a business client, the Article 28 terms in the Business Terms apply. The subject matter is endpoint monitoring and protection under Total Device Protection; processing lasts for the service and the agreed or legally required retention period; its nature is receiving, storing, viewing, organising, adapting, transmitting, backing up or deleting data as needed to perform the service; its purpose is to provide and support the contracted service; the types of data may include device identifiers, operating-system and software inventory, user and account identifiers, security events, network information, alert content and support logs; and the people concerned may include device users, the client and people whose information appears in security events.
6.3 No special-category or highly sensitive data is expected unless expressly agreed after an appropriate assessment.
6.4 You must not provide data outside the agreed scope. You must promptly tell us about legal, regulatory, safeguarding, confidentiality or residency requirements that affect the service.
7 Consumer cancellation and mandatory rights
7.1 A consumer entering a distance or off-premises contract will normally have 14 days from contract formation to cancel, subject to the statutory exceptions. The Consumer Terms explain how to cancel and include the model cancellation form.
7.2 If you expressly request services to start during that period and later cancel, we may charge a proportionate amount for services supplied up to cancellation. The service cancellation right is lost after full performance only where the statutory request, consent and acknowledgement requirements have been met.
7.3 If we supply downloadable files, software, credentials or other Digital Content during the cancellation period, we will obtain any separate express consent and acknowledgement required before that supply starts. Statutory remedies for faulty or misdescribed Digital Content remain unaffected.
8 Suspension, cancellation, termination and offboarding
8.1 Suspension, termination, non-payment, material breach, insolvency and their consequences are governed by the applicable main terms and the Order. We may pause work where required information, access, approval, cooperation or cleared payment is missing.
8.2 You may switch off renewal at any time. Unless the Order gives a later deadline, cancellation must reach us by the end of the Working Day immediately before the renewal date so that we can intercept supplier and licence commitments. A WHMCS support ticket is preferred, but email, telephone and post are also accepted.
8.3 If cancellation reaches us after the deadline or a supplier renewal has already been irreversibly committed, the renewed term and charges remain payable. We will not impose that consequence where we could reasonably stop the commitment or where mandatory law requires otherwise.
8.4 Ending one service does not automatically end another licence, hosting, domain, support or third-party commitment unless the Order expressly links them.
9 Service standard, remedies and limits
9.1 We will perform the service with reasonable care and skill and materially in accordance with the Order and this Service Schedule. Goods and Digital Content must meet the standards that mandatory law requires.
9.2 Any stated response, completion or resolution time is a target, not a guarantee, unless the Order expressly calls it a guaranteed deadline.
9.3 Technology, design and troubleshooting involve dependencies and uncertainty. We do not guarantee a particular commercial, security, ranking, performance, recovery or compatibility outcome unless expressly stated as a guarantee in the Order.
9.4 If the service does not meet the required standard, applicable correction, repeat-performance, price-reduction, repair, replacement, refund and other remedies in the main terms and law apply. Nothing in this Schedule excludes liability that cannot lawfully be excluded or limited.
9.5 Liability limits, insurance, complaints, dispute resolution, governing law, force majeure and other general matters are governed by the applicable main terms.