Last updated: 2025-06-17
1. Scope of Our Support
Midgard IT is committed to providing reliable, professional IT support to your business. We aim to help your systems run smoothly and securely by supporting the infrastructure, software, and services provided or approved by us.
Our support includes:
- Troubleshooting hardware and software issues on company-owned and approved devices
- Managing and maintaining networks we have installed or configured
- Supporting systems under our direct management (e.g., mail, backups, antivirus, DNS)
- Advising staff on best practices for IT usage
- Managing routine changes and updates within our remit
2. Third-Party Devices and Equipment
To maintain system stability and security, it’s important we have oversight of your core network environment.
We do not support or take responsibility for issues caused by:
- Third-party devices (e.g., routers, switches, Wi-Fi extenders) introduced without prior approval
- Configuration changes made by staff or external vendors without our knowledge
- Software installed without consultation or in violation of licensing terms
Important:
In recent cases, third-party hardware has caused significant network outages (e.g., internal DNS failure due to an unapproved router). To prevent disruption, all new hardware must be approved by Midgard IT before being installed.
3. What is Chargeable
While many services are covered by your existing support agreement, the following are outside the scope and will be charged at our standard hourly rate (or as otherwise agreed):
- Remediation of issues caused by unapproved third-party equipment or software
- On-site visits requested for non-covered problems
- Out-of-hours support (unless explicitly included in your contract)
- Data recovery due to user error or hardware failure outside warranty
- Network, Wi-Fi, or internet troubleshooting involving unsupported devices
- Staff training sessions or one-on-one tutoring
- Consultancy for third-party systems not supplied or managed by us
4. Staff Responsibilities
All staff using company systems are expected to:
- Report issues promptly via the agreed support channels
- Avoid making unauthorized changes to network or device settings
- Treat Midgard IT engineers with respect and professionalism
- Refrain from using personal devices (e.g., laptops, routers, USB dongles) on the company network without prior approval
5. Data Security and Liability
Midgard IT takes reasonable precautions to secure your systems. However:
- We cannot be held liable for data loss, downtime, or business interruption caused by user actions, third-party changes, or force majeure events.
- Clients are responsible for ensuring data backups are in place if not managed by us.
6. Escalation and Breaches
If repeated or significant breaches of these terms occur, Midgard IT reserves the right to:
- Withdraw support for the affected systems
- Charge for investigative or remedial work
- Recommend a full audit or network reset at cost
7. How to Stay Covered
We want to help you avoid problems and costly downtime. Here’s how:
- Always consult us before introducing new equipment
- Include Midgard IT in conversations with other vendors
- Ensure staff are aware of and follow these guidelines
- Consider a Managed Services Agreement for comprehensive, proactive support
8. Acceptance
By continuing to use Midgard IT services, you and your staff acknowledge and accept these Terms and Conditions. For any questions or clarifications, please contact us at support@midgard.co.uk.
