Legals
The boring but important stuff no one reads, but should
Company details
Address
TLP Technology Limited
Robert Denholm House
Bletchingley Road
Nutfield
Redhill
RH1 4HW
Registration number: 17087602
VAT Number: GB 644725428
Terms of Service
PLEASE READ THESE TERMS OF SERVICE CAREFULLY BEFORE USING THIS SITE
What’s in these terms
These terms tell you the rules for using our website www.tlptechnology.co.uk (our site).
Who we are and how to contact us
Our site is operated by TLP Technology Limited (We). We are registered in England and Wales under company number 17087602 and have our registered office at Robert Denholm House, Bletchingley Road, Nutfield, Redhill, RH1 4HW. Our main trading address is our registered office address. Our VAT number is 644725428.
We are a limited company.
To contact us, please send us a message here. Or you can email us at info@tlptechnology.co.uk or call us on 01737 824 003.
By using our site you accept these terms
By using our site, you confirm that you accept these terms of service and that you agree to comply with them.
If you do not agree to these terms, you must not use our site.
We recommend that you print a copy of these terms for future reference.
There are other terms that may apply to you
These terms of service refer to the following additional terms, which also apply to your use of our site:
• Our Privacy Policy which explains how we collect, use and store your personal data.
• Our Cookie Policy which sets out information about the cookies on our site.
We may make changes to these terms
We amend these terms from time to time. Every time you wish to use our site, please check these terms to ensure you understand the terms that apply at that time.
We may make changes to our site
We may update and change our site from time to time. We will try to give reasonable notice of any major changes.
We may suspend or withdraw our site
Our site is made available free of charge.
We do not guarantee that our site, or any content on it, will always be available or be uninterrupted. We may suspend or withdraw or restrict the availability of all or any part of our site for business and operational reasons.
You are also responsible for ensuring that all persons who access our site through your internet connection are aware of these terms of service and other applicable terms of service, and that they comply with them.
We may transfer this agreement to someone else
We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.
How you may use material on our site
We are the owner or the licensee of all intellectual property rights in our site, and in the material published on it. Those works are protected by copyright laws and treaties around the world. All such rights are reserved.
You may print off one copy, and may download extracts, of any page(s) from our site for your personal use and you may draw the attention of others within your organisation to content posted on our site.
You must not modify the paper or digital copies of any materials you have printed off or downloaded in any way, and you must not use any illustrations, photographs, video or audio sequences or any graphics separately from any accompanying text.
Our status (and that of any identified contributors) as the authors of content on our site must always be acknowledged (except where the content is user-generated).
You must not use any part of the content on our site for commercial purposes without obtaining a licence to do so from us or our licensors.
If you print off, copy, download, share or repost any part of our site in breach of these terms of service, your right to use our site will cease immediately and you must, at our option, return or destroy any copies of the materials you have made (except that you are permitted to print off a copy of these terms of service).
No text or data mining, or web scraping
You shall not conduct, facilitate, authorise or permit any text or data mining or web scraping in relation to our site for any purpose, including the development, training, fine-tuning or validation of AI systems or models. This includes using (or permitting, authorising or attempting the use of):
• Any “robot”, “bot”, “spider”, “scraper” or other automated device, program, tool, algorithm, code, process or methodology to access, obtain, copy, monitor or republish any portion of our site or any data, content, information or services accessed via the same.
• Any automated analytical technique aimed at analysing text and data in digital form to generate information [or develop, train, fine-tune or validate AI systems or models] which includes but is not limited to patterns, trends and correlations.
The provisions in this clause should be treated as an express reservation of our rights in this regard, including for the purposes of Article 4(3) of the Digital Copyright Directive ((EU) 2019/790).
This clause will not apply insofar as (but only to the extent that) we are unable to exclude or limit text or data mining or web scraping activity by contract under the laws which are applicable to us.
Rules about linking to our site
You may link to our home page, provided you do so in a way that is fair and legal and does not damage our reputation or take advantage of it.
You must not establish a link in such a way as to suggest any form of association, approval or endorsement on our part where none exists.
You must not establish a link to our site in any website that is not owned by you.
Our site must not be framed on any other site, nor may you create a link to any part of our site other than the home page.
We reserve the right to withdraw linking permission without notice.
User-generated content is not approved by us
Our site may include information and materials uploaded by other users. This information and these materials have not been verified or approved by us. The views expressed by other users on our site do not represent our views or values.
Do not rely on information on this site
The content on our site is provided for general information only. It is not intended to amount to advice on which you should rely.
Although we make reasonable efforts to update the information on our site, we make no representations, warranties or guarantees, whether express or implied, that the content on our site is accurate, complete or up to date.
We are not responsible for websites we link to
Where our site contains links to other sites and resources provided by third parties, these links are provided for your information only. Such links should not be interpreted as approval by us of those linked websites or information you may obtain from them.
We have no control over the contents of those sites or resources.
We are not responsible for viruses
We do not guarantee that our site will be secure or free from bugs or viruses.
You are responsible for configuring your information technology, computer programs and platform to access our site. You should use your own virus protection software.
You must not introduce viruses
You must not misuse our site by knowingly introducing viruses, trojans, worms, logic bombs or other material that is malicious or technologically harmful, or otherwise harmfully interacting with our site or any part of it. You must not attempt to gain unauthorised access to our site, the server on which our site is stored or any server, computer or database connected to our site or any other equipment or network connected with our site. You must not interfere with, damage or disrupt any software used in the provision of our site or any equipment or network or software owned or used by any third party on which this site relies in any way. You must not attack our site via a denial-of-service attack or a distributed denial-of-service attack. By breaching this provision, you would commit a criminal offence under the Computer Misuse Act 1990. We will report any such breach to the relevant law enforcement authorities and we will co-operate with those authorities by disclosing your identity to them. In the event of such a breach, your right to use our site will cease immediately.
Our responsibility for loss or damage suffered by you
Whether you are a consumer or a business user:
We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors and for fraud or fraudulent misrepresentation.
If you are a business user:
• We exclude all implied conditions, warranties, representations or other terms that may apply to our site or any content on it.
• We will not be liable to you for any loss or damage, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, even if foreseeable, arising under or in connection with:
• use of, or inability to use, our site; or
• use of or reliance on any content displayed on our site.
• In particular, we will not be liable for:
• loss of profits, sales, business, or revenue;
• business interruption;
• loss of anticipated savings;
• loss of business opportunity, goodwill or reputation; or
• any indirect or consequential loss or damage.
If you are a consumer user:
• We only provide our site for domestic and private use. You agree not to use our site for any commercial or business purposes, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
• If defective digital content that we have supplied damages a device or digital content belonging to you and this is caused by our failure to use reasonable care and skill, we will either repair the damage or pay you compensation. However, we will not be liable for damage that you could have avoided by following our advice to apply an update offered to you free of charge or for damage that was caused by you failing to correctly follow installation instructions or to have in place the minimum system requirements advised by us.
How we may use your personal information
We will only use your personal information as set out in our Privacy Policy.
Which country’s laws apply to a dispute
If you are a consumer, please note that these terms of service, their subject matter and their formation, are governed by English law. We both agree that the courts of England and Wales will have exclusive jurisdiction, except that if you are a resident of Northern Ireland you may also bring proceedings in Northern Ireland, and if you are a resident of Scotland, you may also bring proceedings in Scotland.
If you are a business, these terms of service, their subject matter and their formation (and any non-contractual disputes or claims) are governed by English law. We both agree to the exclusive jurisdiction of the courts of England and Wales.
Privacy Policy
This privacy policy sets out how TLP Technology Limited (company no: 17087602) registered office address Robert Denholm House, Bletchingley Road, Nutfield, Redhill, RH1 4HW uses and protects your personal data.
1. Important information and who we are
Privacy policy
This privacy policy gives you information about how TLP Technology Limited collects and uses your personal data through your use of this website, including any data you may provide when you register with usor purchase a product or service.
This website is not intended for children and we do not knowingly collect data relating to children.
Controller
TLP Technology Limited is the controller and responsible for your personal data (collectively referred to as “TLP”, “we”, “us” or “our” in this privacy policy).
The Data Protection Officer (DPO) is responsible for overseeing questions in relation to this privacy policy. If you have any questions about this privacy policy, including any requests to exercise your legal rights (paragraph 9), please contact the DPO using the information set out in the contact details section (paragraph 10).
The Data Protection Officer is Nic Tillbrook.
2. The types of personal data we collect about you
Personal data means any information about an individual from which that person can be identified.
• Identity Data includes first name, last name, any previous names, username or similar identifier.
• Contact Data includes email address, billing address and telephone numbers.
• Financial Data includes bank accounts and payment card details.
• Technical Data includes internet protocol (IP) address, your login data, browser type and version, time zone setting and location, browser plug-in types and versions, operating system and platform, device ID and other technology on the devices you use to access this website.
• Profile Data includes your username and password, purchases or orders made by you and feedback.
• Usage Data includes information about how you interact with and use our website, products and services.
• Marketing and Communications Data includes your preferences in receiving marketing from us and our third parties and your communication preferences.
We also collect, use and share aggregated data such as statistical or demographic data which is not personal data as it does not directly (or indirectly) reveal your identity. For example, we may aggregate individuals’ Usage Data to calculate the percentage of users accessing a specific website feature in order to analyse general trends in how users are interacting with our website to help improve the website and our service offering.
3. How is your personal data collected?
We use different methods to collect data from and about you including through:
Your interactions with us. You may give us your personal data by filling in online forms or by corresponding with us by post, phone, social media, email or otherwise. This includes personal data you provide when you:
• apply for our services;
• subscribe to our service;
• request marketing to be sent to you;
• give us feedback or contact us.
Automated technologies or interactions. As you interact with our website, we will automatically collect Technical Data about your equipment, browsing actions and patterns. We collect this personal data by using cookies and other similar technologies.
Third parties or publicly available sources. We will receive personal data about you from various third parties and public sources as set out below:
• Technical Data is collected from the following parties:
• analytics providers such as Google based outside the UK;
• advertising networks based inside the UK; and
• search information providers.How we use your personal data
4. How we use your personal data
Legal basis
The law requires us to have a legal basis for collecting and using your personal data. We rely on one or more of the following legal bases:
• Performance of a contract with you: Where we need to perform the contract we are about to enter into or have entered into with you.
• Legitimate interests: We may use your personal data where it is necessary to conduct our business and pursue our legitimate interests, for example to prevent fraud and enable us to give you the best and most secure customer experience. We make sure we consider and balance any potential impact on you and your rights (both positive and negative) before we process your personal data for our legitimate interests. We do not use your personal data for activities where our interests are overridden by the impact on you (unless we have your consent or are otherwise required or permitted to by law).
• Legal obligation: We may use your personal data where it is necessary for compliance with a legal obligation that we are subject to. We will identify the relevant legal obligation when we rely on this legal basis.
• Consent: We rely on consent only where we have obtained your active agreement to use your personal data for a specified purpose.
Purposes for which we will use your personal data
We have set out below, in a table format, a description of all the ways we plan to use the various categories of your personal data, and which of the legal bases we rely on to do so. We have also identified what our legitimate interests are where appropriate.
| Purpose/Use | Type of data | Legal basis |
| To register you as a new user | (a) Identity (b) Contact (c) Financial (d) Profile | Performance of a contract with you This information is needed to ensure that the agreement reached with you as a user of our website is clearly set out. |
| To process and deliver services including. To set up, configure and deliver IT systems, software or hosted environments. To provide access to applications, platforms and client accounts. To enable user authentication and identity management (usernames, passwords etc). Monitoring systems for security purposes including detecting, preventing and responding to suspicious activity. | (a) Identity (b) Contact (c) Profile (d) Usage (e) Marketing and Communications | (a) Performance of a contract with you (b) Necessary for our legitimate interests (to recover debts due to us) For example, pursuing unpaid invoices or following up on overdue payments in line with our financial and operational interests. |
| To manage our relationship with you which will include: (a) Notifying you about changes to our terms or privacy policy (b) Dealing with your requests, complaints and queries. (c) Operating a help desk / support desk. (d) Maintain logs of access and usage for audit and compliance. | (a) Identity (b) Contact (c) Profile (d) Marketing and Communications | (a) Performance of a contract with you (b) Necessary to comply with a legal obligation (c) Necessary for our legitimate interests (to keep our records updated and manage our relationship with you To ensure effective customer service, maintain accurate records, and track communications to enhance our client relationships, for example, to handle disputes or service feedback effectively. |
| To administer and protect our business and this website (including troubleshooting, data analysis, testing, system maintenance, support, reporting and hosting of data) | (a) Identity (b) Contact (c) Technical | (a) Necessary for our legitimate interests (for running our business, provision of administration and IT services, network security, to prevent fraud and in the context of a business reorganisation or group restructuring exercise) (b) Necessary to comply with a legal obligation |
| To deliver relevant website content. | (a) Identity (b) Contact (c) Usage (d) Marketing and Communications (e) Technical | Necessary for our legitimate interests (to study how customers use our products/services, to develop them, to grow our business and to inform our marketing strategy) For example, assessing popular pages and usage to adjust service offerings. |
| To use data analytics to improve our website, products/services, customer relationships and experiences and to measure the effectiveness of our communications and marketing | (a) Technical (b) Usage | Necessary for our legitimate interests (to define types of customers for our products and services, to keep our website updated and relevant, to develop our business and to inform our marketing strategy. |
| To send you relevant marketing communications and make personalised suggestions and recommendations to you about goods or services that may be of interest to you based on your Profile Data | (a) Identity (b) Contact (c) Profile (d) Technical (e) Usage (f) Marketing and Communications | Necessary for our legitimate interests (to carry out direct marketing, develop our products/services and grow our business). |
Direct marketing
During the registration process on our website when your personal data is collected, you will be asked to indicate your preferences for receiving direct marketing communications from TLP via email, social media or SMS.
Third-party marketing
We will not share your personal data with any third party for their own direct marketing purposes.
Opting out of marketing
You can ask to stop sending you marketing communications at any time by following the opt-out links within any marketing communication sent to you.
Cookies
For more information about the cookies we use and how to change your cookie preferences, please see our Cookie Policy.
5. Disclosures of your personal data
We will not share your personal data with any third party.
6. International transfers
We will only transfer your personal data outside the UK in line with all relevant UK Data Protection Legislation.
7. Data security
We have put in place appropriate security measures to prevent your personal data from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed. In addition, we limit access to your personal data to those employees, agents, contractors and other third parties who have a business need to know. They will only process your personal data on our instructions and they are subject to a duty of confidentiality.
We have put in place procedures to deal with any suspected personal data breach and will notify you and any applicable regulator of a breach where we are legally required to do so.
8. Data retention
How long will you use my personal data for?
We will only retain your personal data for as long as reasonably necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, regulatory, tax, accounting or reporting requirements. We may retain your personal data for a longer period in the event of a complaint or if we reasonably believe there is a prospect of litigation in respect to our relationship with you.
In some circumstances you can ask us to delete your data: see paragraph 9 below for further information.
9. Your legal rights
You have a number of rights under data protection laws in relation to your personal data.
• Request access to your personal data (commonly known as a “subject access request”). This enables you to receive a copy of the personal data we hold about you and to check that we are lawfully processing it.
• Request correction of the personal data that we hold about you. This enables you to have any incomplete or inaccurate data we hold about you corrected, though we may need to verify the accuracy of the new data you provide to us.
• Request erasure of your personal data in certain circumstances. This enables you to ask us to delete or remove personal data where there is no good reason for us continuing to process it. You also have the right to ask us to delete or remove your personal data where you have successfully exercised your right to object to processing (see below), where we may have processed your information unlawfully or where we are required to erase your personal data to comply with local law. Note, however, that we may not always be able to comply with your request of erasure for specific legal reasons which will be notified to you, if applicable, at the time of your request.
• Object to processing of your personal data where we are relying on a legitimate interest (or those of a third party) as the legal basis for that particular use of your data (including carrying out profiling based on our legitimate interests). In some cases, we may demonstrate that we have compelling legitimate grounds to process your information which override your right to object.
• You also have the absolute right to object any time to the processing of your personal data for direct marketing purposes (see OPTING OUT OF MARKETING in paragraph 4 for details of how to object to receiving direct marketing communications).
• Request the transfer of your personal data to you or to a third party. We will provide to you, or a third party you have chosen, your personal data in a structured, commonly used, machine-readable format. Note that this right only applies to automated information which you initially provided consent for us to use or where we used the information to perform a contract with you.
• Withdraw consent at any time where we are relying on consent to process your personal data (see the table in section 4 for details of when we rely on your consent as the legal basis for using your data). However, this will not affect the lawfulness of any processing carried out before you withdraw your consent. If you withdraw your consent, we may not be able to provide certain products or services to you. We will advise you if this is the case at the time you withdraw your consent.
• Request restriction of processing of your personal data. This enables you to ask us to suspend the processing of your personal data in one of the following scenarios:
• If you want us to establish the data’s accuracy;
• Where our use of the data is unlawful but you do not want us to erase it;
• Where you need us to hold the data even if we no longer require it as you need it to establish, exercise or defend legal claims; or
• You have objected to our use of your data but we need to verify whether we have overriding legitimate grounds to use it.
If you wish to exercise any of the rights set out above, please contact us; see Contact details (paragraph 10).
No fee usually require
You will not have to pay a fee to access your personal data (or to exercise any of the other rights). However, we may charge a reasonable fee if your request is clearly unfounded, repetitive or excessive. Alternatively, we could refuse to comply with your request in these circumstances.
What we may need from you
We may need to request specific information from you to help us confirm your identity and ensure your right to access your personal data (or to exercise any of your other rights). This is a security measure to ensure that personal data is not disclosed to any person who has no right to receive it. We may also contact you to ask you for further information in relation to your request to speed up our response.
Time limit to respond
We try to respond to all legitimate requests within one month. Occasionally it could take us longer than a month if your request is particularly complex or you have made a number of requests. In this case, we will notify you and keep you updated.
10. Contact details
If you have any questions about this privacy policy or about the use of your personal data or you want to exercise your privacy rights, please contact us in the following ways:
• Email address: support@tlptech.co.uk
• Telephone: 01737 824 003
11. Complaints
You have the right to make a complaint at any time to the Information Commissioner’s Office (ICO), the UK regulator for data protection issues (www.ico.org.uk). We would, however, appreciate the chance to deal with your concerns before you approach the ICO so please contact us in the first instance.
12. Changes to the privacy policy and your duty to inform us of changes
We keep our privacy policy under regular review. This version was last updated on 1 January 2026.
It is important that the personal data we hold about you is accurate and current. Please keep us informed if your personal data changes during your relationship with us, for example a new address or email address.
13. Third-party links
This website may include links to third-party websites, plug-ins and applications. Clicking on those links or enabling those connections may allow third parties to collect or share data about you. We do not control these third-party websites and are not responsible for their privacy statements. When you leave our website, we encourage you to read the privacy policy of every website you visit.
Data Retention Policy
1. ABOUT THIS POLICY
1.1 The corporate information, records and data of TLP Technology Limited and our subsidiaries is important to how we conduct business and manage employees.
1.2 There are legal and regulatory requirements for us to retain certain data, usually for a specified amount of time. We also retain data to help our business operate and to have information available when we need it. However, we do not need to retain all data indefinitely, and retaining data can expose us to risk as well as be a cost to our business.
1.3 This Data Retention Policy explains our requirements to retain data and to dispose of data and provides guidance on appropriate data handling and disposal.
1.4 Failure to comply with this policy can expose us to fines and penalties, adverse publicity, difficulties in providing evidence when we need it and in running our business.
1.5 This policy does not form part of any employee’s contract of employment, and we may amend it at any time.
2. SCOPE OF POLICY
2.1 This policy covers all data that we hold or have control over. This includes physical data such as hard copy documents, contracts, notebooks, letters and invoices. It also includes electronic data such as emails, electronic documents, audio and video recordings and CCTV recordings. It applies to both personal data and non-personal data. In this policy we refer to this information and these records collectively as “data”.
2.2 This policy covers data that is held by third parties on our behalf, for example cloud storage providers or offsite records storage. It also covers data that belongs to us but is held by employees on personal devices.
2.3 This policy explains the differences between our formal or official records, disposable information, confidential information belonging to others, personal data and non-personal data. It also gives guidance on how we classify our data.
2.4 This policy applies to all business units and functions of TLP Technology Limited.
3.1 Through this policy, and our data retention practices, we aim to meet the following commitments:
• We comply with legal and regulatory requirements to retain data.
• We comply with our data protection obligations, in particular to keep personal data no longer than is necessary for the purposes for which it is processed (storage limitation principle).
• We handle, store and dispose of data responsibly and securely.
• We create and retain data where we need this to operate our business effectively, but we do not create or retain data without good business reason.
• We allocate appropriate resources, roles and responsibilities to data retention.
• We regularly remind employees of their data retention responsibilities.
• We regularly monitor and audit compliance with this policy and update this policy when required.
4. ROLES AND RESPONSIBILITIES
4.1 We aim to comply with the laws, rules, and regulations that govern our organisation and with recognised compliance good practices. All employees must comply with this policy, the Record Retention Schedule, any communications suspending data disposal and any specific instructions from the Nic Tillbrook (Data Protection Officer) and your Line Manager. Failure to do so may subject us, our employees, and contractors to serious civil and/or criminal liability. An employee’s failure to comply with this policy may result in disciplinary sanctions, including suspension or termination. It is therefore the responsibility of everyone to understand and comply with this policy.
4.2 The Data Protection Officer is responsible for identifying the data that we must or should retain, and determining, in collaboration with the management, the proper period of retention. It also arranges for the proper storage and retrieval of data and co-ordinating with outside vendors where appropriate.
4.3 We have designated Nic Tillbrook as the Data Protection Officer. The Data Protection Office is responsible for:
• Administering the data management programme;
• Helping department heads implement the data management programme and related best practices;
• Planning, developing, and prescribing data disposal policies, systems, standards, and procedures; and
• Providing guidance, training, monitoring and updating in relation to this policy.
4.4 Our Data Protection Officer (DPO) is also responsible for advising on and monitoring our compliance with data protection laws which regulate personal data.
5. TYPES OF DATA AND DATA CLASSIFICATIONS
5.1 Formal or official records. Certain data is more important to us and is therefore listed in the Record Retention Schedule. This may be because we have a legal requirement to retain it, or because we may need it as evidence of our transactions, or because it is important to the running of our business.
5.2 Personal data. Both formal or official records and disposable information may contain personal data; that is, data that identifies living individuals. Data protection laws require us to retain personal data for no longer than is necessary for the purposes for which it is processed.
6. RETENTION PERIODS
6.1 Any data listed in the Record Retention Schedule contained in the Annex to this policy, must be retained for the amount of time indicated in the Record Retention Schedule. A record must not be retained beyond the period indicated in the Record Retention Schedule.
6.2 Personal data. As explained above, data protection laws require us to retain personal data for no longer than is necessary for the purposes for which it is processed (principle of storage limitation). Where data is listed in the Record Retention Schedule, we have taken into account the principle of storage limitation and balanced this against our requirements to retain the data.
7. STORAGE, BACK-UP AND DISPOSAL OF DATA
7.1 Storage. Our data must be stored in a safe, secure, and accessible manner. Any documents and financial files that are essential to our business operations during an emergency must be duplicated and/or backed up at least once per week and maintained off site.
7.2 Destruction. Our Data Protection Officer is responsible for the continuing process of identifying the data that has met its required retention period and supervising its destruction. The destruction of confidential, financial, and employee-related hard copy data must be conducted by shredding if possible. Non-confidential data may be destroyed by recycling.
7.3 The destruction of data must stop immediately upon notification from management that preservation of documents for contemplated litigation is required (sometimes referred to as a litigation hold). This is because we may be involved in a legal claim or an official investigation (see next paragraph).
8. SPECIAL CIRCUMSTANCES
8.1 Preservation of documents for contemplated litigation and other special situations. We require all employees to comply fully with our Record Retention Schedule and procedures as provided in this policy. All employees should note the following general exception to any stated destruction schedule: If you believe, or management informs you, that certain records are relevant to current litigation or contemplated litigation (that is, a dispute that could result in litigation), government investigation, audit, or other event, you must preserve and not delete, dispose, destroy, or change those records, including emails and other electronic documents.
8.2 If you believe this exception may apply, or have any questions regarding whether it may apply, please contact the Data Protection Officer.
9. WHERE TO GO FOR ADVICE AND QUESTIONS
9.1 Questions about the policy. Any questions about retention periods or this policy should be raised with you’re the Data Protection Officer or your manager.
10. BREACH REPORTING AND AUDIT
10.1 Reporting policy breaches. We are committed to enforcing this policy as it applies to all forms of data. The effectiveness of our efforts, however, depend largely on employees. If you feel that you or someone else may have breached this policy, you should report the incident immediately to your supervisor or the Data Protection Officer.
RECORD RETENTION SCHEDULE
TLP Technology Limited establishes retention or destruction schedules or procedures for specific categories of data. This is done to ensure legal compliance (for example with our data protection obligations) and accomplish other objectives, such as protecting intellectual property and controlling costs.
Employees should comply with the retention periods listed in the record retention schedule below, in accordance with the TLP Technology Limited Data Retention Policy.
If you hold data not listed below, please contact the Data Protection Officer.
| Data Type | Standard Retention Period | Why This Period Is Used |
| Financial Records | 7 years | Required under the Companies Act and HMRC rules for accounting and tax avoidance. |
| Insurance information | 7 years | Required for handling potential claims or inspections. |
| Contracts | 6 years after contract ends | Aligns with statutory limitation period for bringing contractual claims. |
| Employee Records (general HR File) | 6 years after employment ends | Matches limitation periods for most employment related legal claims. |
| Payroll, PAYE and wage records | 6 years | HMRC requirement and aligns with contracts and audit purposes. |
| Sickness, absence and occupational health records | 6 years | Aligns with statutory limitation period for bringing employment claims. |
| Customer account & contact details | 6 years after last interaction or contract ends | Necessary to manage disputes, refunds, regulatory queries and contractual claims |
| Health & Safety Records | 3 years | Aligns with personal injury law limitation periods for workplace accident claims. |
| Right to work documentation | 2 years after employment ends | Required by Home Office to evidence compliance with immigration checks. |
| Marketing data | 2 years of inactivity or if consent is withdrawn | Compliant with PECR and UK GDPR. |
| Recruitment Records (unsuccessful applicants) | 12 months | Allows for protection against potential discrimination claims and potential for review for new roles. |
| Website system logs | 12 months | Aligns with statutory limitation period for bringing contractual claims. |
| CCTV footage | 30 days | Standard period adequate for incident review without retaining excessive personal data. |
While this policy sets out the standard retention periods for the personal data we process, there may be circumstances where it is necessary for the Company to retain certain information for longer than the period specified.
We may extend a retention period where this is required for the establishment, exercise or defence of legal claims, to comply with a regulatory requirement, or where deletion would adversely affect our ability to protect our legal or commercial interests. This includes, for example, situations where a dispute has arisen, litigation is ongoing or reasonably anticipated, a claim has been threatened, or where a counterparty appears to be delaying action in a way that affects limitation periods.
Where a retention period is extended, the decision will be:
• Documented, including the justification for extended retention and the data affected;
• Reviewed periodically to ensure continued necessity; and
• Limited in scope so that only information strictly required for the relevant purpose is retained.
Once the reason for extended retention no longer applies, the information will be securely deleted in accordance with this policy.
Acceptable Use Policy
1. Introduction & Scope
1.1 This Acceptable Use Policy (“AUP”) forms part of our Terms of Use and should be read alongside them.
1.2 In this policy, “we”, “us”, “our” refers to TLP Technology Limited and “you”, “user”, “your” refers to any person using or accessing our recruitment website, platform, or services.
1.3 This policy applies to all users of the site — including clients, candidates, visitors, and any third parties who upload, post, or otherwise provide content.
2. Purpose
The purpose of this AUP is to ensure that our website is used in a lawful, ethical, and efficient manner, and to protect our systems, users, and reputation from misuse.
3. Permitted Use
You may use our site for:
• Accessing information about our services, packages and related resources
• Creating and managing an account (where applicable)
• Requesting support, including submitting service requests, troubleshooting queries or other communications through approved channels
• Using any support tools or resources we make available
• Any other actions expressly permitted by us under the Terms of Use or any other agreement we have with you
You must not use the Site or Services for any purpose not expressly permitted under these Terms.
4. Prohibited Uses
You must not use the site (and you agree not to) in any way (directly or indirectly) that:
4.1 Violates any applicable law, regulation, or third-party rights (e.g., data protection, defamation, intellectual property)
4.2 Uploads, posts, or transmits content that is unlawful, defamatory, obscene, abusive, harassing, hateful, extremist, fraudulent, or otherwise objectionable
4.3 Uploads or distributes viruses, malware, or harmful code; attempts hacking or unauthorized access
4.4 Scrapes, mines, or extracts data (e.g. candidate lists, job listings, CV data) by automated means (bots, spiders, scrapers)
4.5 Sends unsolicited communications (spam) or marketing messages in violation of anti-spam laws
4.6 Impersonates another person or entity, or misrepresents your affiliation
4.7 Interferes with or disrupts the normal operation of the website (e.g. overloading servers, denial of service)
4.8 Circumvents or attempts to circumvent any security or usage restrictions
4.9 Uses the site in a way that harms minors or is otherwise inappropriate for persons under 18 (if your services are not intended for minors)
4.10 Uses any trademarks, logos, or intellectual property of ours without permission
4.11 Links or frames the site in a way that suggests endorsement or misleads users (unless expressly permitted)
5. User-Submitted Content & Uploads
5.1 You retain responsibility for all content you upload or submit (CVs, cover letters, job adverts, comments, messages).
5.2 By uploading, you grant us a non-exclusive, royalty-free license to use, reproduce, modify, publish, and display that content for the purposes of operating and promoting the services.
5.3 You represent and warrant that your uploads are lawful, accurate, do not infringe third-party rights, and comply with this AUP.
6. Monitoring and Enforcement
6.1 We may monitor usage, traffic, content submissions, and system logs to detect and prevent breaches of this AUP.
6.2 We reserve the right (but are not obligated) to remove, block, or disable access to content or account(s) that violate this policy.
6.3 In case of serious or repeated breach, we may suspend or terminate user accounts, block IPs, or take legal action as needed.
6.4 We may cooperate with law enforcement or courts in investigations involving misuse.
7. Reporting Breaches
If you become aware of any violation of this AUP, please notify us immediately at:
info@tlpco.com.
8. Disclaimers & Limits of Liability
We do not guarantee we will detect or act on every breach. We are not liable for misuse by third parties or user-submitted content, except as required by law.
9. Changes to This Policy
We may revise this policy from time to time. We’ll post updates on the site (with an updated “last revised” date) and — where feasible — notify users. Your continued use after changes indicates acceptance of the updated policy.
10. Effective Date
This policy is effective as of January 2026.
Terms and conditions
1. GENERAL
TLP has agreed to maintain customers equipment and provide IT support and services to the customer’s computer systems and network infrastructure, hereinafter described upon the following terms and conditions.
2. DEFINITIONS
“Agreement” means this Agreement together with the Schedule of users.
“Annual Support Charge” means the charge for the Support Services specified in the Schedule as adjusted pursuant to clause 4.6 from time to time or as shall otherwise be agreed in writing between the parties.
“Business Day” means any day other than Saturday, Sunday or a public holiday in England.
“Commencement Date” means the date specified in the Schedule.
“Contract Term” means the period of time from the Commencement Date until the termination of this Agreement pursuant to clause 12.
“Customer’s Premises” means the Customer’s site for the purposes of the Support Services as specified in the Schedule.
“Excepted Support Services” means the services referred to in clause 4.5 which do not fall within Support Services.
“Equipment” means computer hardware. Equipment does not include software.
“Help Desk” means the telephone helpdesk service provided by TLP to enable the Customer to request Support which the Customer can access by calling any of the numbers set out in the Schedule.
“Hours of Service” means the hours specified in the Schedule during which TLP will provide Support Services to the Customer.
“Losses” all losses, liabilities, damages, costs, expenses (including management time and reasonable legal fees) and charges arising out of or resulting from actions, proceedings, claims and demands.
“Support Services” means the on-site and remote IT support of the customers computer systems by TLP in accordance with clause 4.
“Payment Date” means each of the dates shown under the heading “Payment Dates” in the Schedule by which the Annual Support Charge is to be paid.”
“Response Time” means the time TLP endeavours to take, within the Hours of Service, to commence Support Services or remote Support pursuant to clause 4.3 in response to a call from the Customer requesting Support Services.
“Schedule” means the schedule of users as it appears at the end of this document.
“TLP” includes its successors, assignees and any other company or corporation wholly or partly owned by TLP Technology Limited or under common control with TLP Technology Limited.
“TLP Personnel” means TLP’s employees, agents representatives and sub-contractors.
“Users” means the users listed in the Schedule and includes any users subsequently added or substituted in accordance with clause 4.7.
3. TERM
This Agreement shall commence on the Commencement Date and shall continue until terminated by either party in accordance with the provisions of clause 12 below.
4. SCOPE OF SERVICES
4.1 The provision of the Services to the Client for the existing users as detailed in the attached users list at Appendix 1 of this Agreement. The services will typically include the following:
4.1.1 Telephone and remote support
4.1.2 Support work at the Client’s premises
4.1.3 Performing work for the Client at TLP’s workshop
4.1.4 Additional users can be added to the agreement in consultation with us and will incur additional support charges. If work is required for users not on the users list we would complete this based on an hourly charge.
4.1.5 Users may be added to or removed from the Services during the Term. Any changes to the number of supported users shall be reflected in the applicable monthly invoice. The Client shall notify TLP in writing of all new users and leavers as soon as reasonably practicable. The Client shall remain liable for all applicable IT Support charges in respect of any user until TLP has received and processed formal written notification that such user has left the Client’s organisation. Any reduction in the number of supported users shall be subject to the relevant individuals having genuinely ceased employment with, or otherwise permanently ceased providing services to, the Client. TLP reserves the right to request reasonable evidence of such cessation and may reject any request to remove a user where it reasonably believes that the removal is intended solely to reduce charges under this Agreement and the individual continues to require, access, benefit from, or utilise the Services.
4.2 Any users listed in the attached schedule will be covered for support, including labour, but not parts.
4.3 Microsoft operating systems and software will be supported, provided they are supported by the vendor. We will endeavour to support any software installed though cannot guarantee problems resolution with non-Microsoft software.
4.4 Hardware and network connectivity issues are supported, including the diagnosis and identification of faults. The cost of replacement of damaged hardware is not included. Any work required to install, configure, migrate to or otherwise implement replacement hardware, shall be outside the scope of this Agreement and may be subject to additional charges , which shall be agreed with the Client in advance.
4.5 Major planned work that requires extensive time to compete, such as Operating System upgrades, server/infrastructure replacement and server builds is not included. Additional charges will be agreed with the customer on a case-by-case basis. For the purpose of this agreement, anything over 4 non-consecutive hours will be considered “extensive time”.
4.6 Where TLP agrees to the addition of users to the Schedule, TLP shall be entitled to adjust the Annual Support Charge in respect of the number of users added to the Schedule for the remaining Contract Term.
4.7 A fair usage policy will be applied to all IT Support agreements.
4.7.1 The Customer will be informed monthly of their usage and any additional support beyond your monthly fair usage entitlement will be charged at our current hourly rate.
4.7.2 Any additional charges will be agreed upon with the customer on a case-by-case basis in writing before any work is undertaken.
4.7.3 Your fair usage policy will be reviewed every six months. Where TLP considers that a change to the fair usage entitlement or the Annual Support Charge is required, TLP shall provide the Customer with not less than seven (7) days’ prior written notice of the proposed change, together with details of the reasons for the proposed change. If the Customer does not agree to the proposed change, they must notify TLP within the seven (7) day notice period at which time the parties shall discuss the increase in good faith. If the Customer does not contact TLP within the notice period, this shall be taken as agreement to the increase and the price shall be varied accordingly.
4.8 In supplying the Services, TLP shall perform the Services with reasonable care and skill in accordance with generally recognised standards and practices in its industry.
5. CUSTOMER OBLIGATIONS
5.1 The Customer will, if reasonably required by TLP, purchase and install any patch, debugging software or upgrade designed to improve or enhance the functioning or performance of the Equipment where it is reasonably necessary for the provision of the Services.
5.2 The Customer shall not within six months of the date of expiry or earlier termination directly or indirectly (other than through TLP):
5.2.1 engage or employ any of TLP’s Personnel to carry out the Support Services or related services;
5.2.2 otherwise make arrangements so that any of TLP’s Personnel provides services similar or identical or related to the Support Services for the Customer
5.3 If the Customer employs or engages any of TLP’s staff in breach of sub-clause 5.2 then the Customer shall pay to TLP an amount equivalent to 35% of the annual salary paid to TLP Personnel by TLP. This will be calculated based on the salary plus quantifiable benefits which were paid to the relevant TLP Personnel at the date they left or will leave TLP’s employ.
5.4 The Customer undertakes throughout the term of this Agreement to ensure that:
5.4.1 TLP Personnel shall upon reasonable notice have access to the Customer’s Premises during the Hours of Service as TLP reasonably requires in order to carry out its obligations under this Agreement;
5.4.2 it co-operates fully with TLP in the diagnosis of faults, repairs and Support in relation to the Support Services including carrying out reasonable diagnostic tasks according to TLP’s telephoned instructions and reporting the results to TLP;
5.4.3 it takes all reasonable precautions to protect the health and safety of TLP Personnel while at the Customer’s Premises;
5.4.4 it makes available the Equipment, relevant documentation, software and other information necessary for the efficient support of the Equipment and to enable TLP to diagnose any faults or undertake any work (as the case may be);
5.4.5 it uses any diagnostic materials supplied by TLP solely in the manner and for the purpose specified by TLP and will follow TLP’s advice concerning their use and will allow TLP to remove such materials when TLP so requires;
5.4.6 it makes available free of charge to TLP Personnel such facilities as they shall reasonably require to enable TLP to discharge its obligations under this Agreement including without limitation, adequate workspace, storage, office furniture, equipment (including the use of telephones), computer time, terminals, parking, and the use of consumables including toner, ink and paper where reasonably required for the performance of the Services;
5.4.7 it notifies TLP forthwith of any specific changes, alterations or additions to the Schedule or any software used by the Customer;
5.4.8 it maintains and makes available to TLP Personnel within a reasonable period following TLP’s request sufficient records and logs to establish that the Customer has complied with its obligations under this Agreement.
5.4.9 it will co-operate with TLP in all matters relating to the Services; and
5.4.10 it will comply with all applicable laws, regulations and guidance in its performance of the Agreement.
5.5 The Customer warrants and represents to TLP that:
5.5.1 where the Customer is not the owner of the Equipment, it shall obtain the necessary consent or authority from the owner (where necessary) to allow TLP to perform the Support Services;
5.5.2 it will keep and operate (as appropriate) the Equipment, in a proper and prudent manner in accordance with the manufacturer’s operating instructions or in a manner approved by TLP and will ensure that only competent and authorised persons are allowed to use it;
5.5.3 it will ensure that adequate backup measures are being taken in accordance with TLPs guidance;
5.5.4 it shall appoint one person to be its authorised representative for the purposes of this Agreement and shall notify TLP of the identity of such person. TLP’s service engineer or any other TLP Personnel shall act on instructions only from the Customer’s authorised representative unless otherwise agreed between the parties;
5.6 Where the Customer is not the owner of the Equipment, signature of this Agreement by or on behalf of the Customer is a deemed warranty that the Customer has obtained all necessary consents and authorities required for TLP to provide the Services. The Customer will indemnify TLP against any loss, liabilities, costs or claims arising directly from the Customer’s failure to obtain such consents or authorities.
5.7 To the extent that TLP’s performance of its obligations under the Contract is prevented or delayed by any act or omission of the Customer or any of its agents, consultants or other suppliers (Excusing Cause), TLP shall not be in breach of the Contract nor liable for any Losses incurred by the Customer as a result of its performance being prevented or delayed. Without prejudice to any other right or remedy it may have, TLP shall be:
5.7.1 allowed an extension of time to perform its obligations equal to the delay caused by the Excusing Cause;
5.7.2 entitled to payment of the Annual Support Charges despite its performance being prevented or delayed; and
5.7.3 entitled to recover any Losses, including additional costs, incurred as a result of the Excusing Cause.
6. Annual Support Charges
6.1 The Annual Support Charge shall be invoiced by TLP and shall be due and payable by the Customer monthly in advance, without any deduction, counterclaim or set-off, in accordance with the Payment Dates specified in the Agreement. Payment shall be made together with VAT at the prevailing rate .
6.2 TLP shall invoice the Customer for any additional Annual Support Charge arising from adjustments made pursuant to clause 4.6, and the Customer shall pay such invoice within 30 days of the invoice date. TLP shall also invoice the Customer separately for any additional Support Charge incurred pursuant to clauses 4.5 or 4.7, and the Customer shall pay each such invoice within 30 days of the invoice date.
6.3 If the Customer fails to pay any invoice within the time limits specified in clauses 6.1 and 6.2, TLP shall be entitled to charge interest on the overdue amount at a rate of 8% above the base lending rate of National Westminster Bank, as in force from time to time, both before and after judgment. If any payment is overdue by more than 14 days, TLP reserves the right to suspend performance of the Services until all outstanding amounts are paid in full.
6.4 In addition to TLP’s rights under clause 4.6, TLP may increase the Annual Support Charge on each anniversary of the Commencement Date. Any such increase shall be in line with the Retail Price Index (RPI) or up to 5% of the Annual Support Charge, whichever is higher, without the need for prior notice to or agreement from the Customer.
6.5 TLP shall be entitled to charge the Customer for any time spent waiting to obtain access to the Equipment or the relevant part of the Customer’s Premises to carry out on-site Support, where attendance by TLP Personnel was required or deemed appropriate by TLP.
7. CONFIDENTIAL INFORMATION
7.1 Each of TLP and the Customer undertakes to keep confidential and not disclose to any person (save as hereinafter provided) any proprietary or confidential information, including documents, computer records, specifications, formulae, evaluations, methods, process, technical descriptions, reports and other data, records and information (together the “Confidential Information”) provided to, used or acquired by it in connection with the services provided under this Agreement.
7.2 Confidential Information does not include:
7.2.1 information which is publicly known at the time of disclosure;
7.2.2 information which, after disclosure by either party becomes publicly known other than through a breach of this Agreement;
7.2.3 information which either party can show was known to it prior to its disclosure by the other apart from information gained by either party as a result of previous work by TLP for the Customer;
7.2.4 information which either party can show was developed independently by members of its staff who were not aware of the content of the information disclosed by the other to the first party;
7.3 On the termination of this Agreement TLP and the Customer shall return to the other such Confidential Information within its possession or control as may belong to the other party. The obligations of confidentiality set out in this clause 7 shall commence on the Commencement Date and shall continue throughout the term of this Agreement and for a period of two (2) years following the expiry or termination of this Agreement, regardless of the reason for such expiry or termination.
7.4 Neither party shall use the name(s), trademark(s) or tradename(s), of the other, whether registered or not, nor the customer lists, without securing the prior written approval of the other party save that the Customer agrees that TLP may announce that it is performing services for the Customer in its publicity material.
8. DATA PROTECTION
Each party warrants to the other that, in relation to this Agreement, it shall comply strictly with all requirements of the Data Protection Act 2018 and the UK General Data Protection Regulation (UK GDPR) in relation to the protection and transfer of personal data.
Each party shall comply with its data protection obligations set out in the Data Protection Schedule Below.
9. LIMITATION of liability
9.1 Nothing in this Agreement shall exclude or limit either party’s liability for:
9.1.1 death or personal injury caused by its negligence;
9.1.2 fraud or fraudulent misrepresentation; or
9.1.3 any other liability which cannot be excluded or limited by law.
9.2 Subject to clause 9.1, neither party shall be liable to the other for any indirect or consequential loss, or for any loss of profits, revenue, business, goodwill, anticipated savings or data, whether arising in contract, tort (including negligence), breach of statutory duty or otherwise.
9.3 Subject to clauses 9.1 and 9.2, each party’s total aggregate liability arising out of or in connection with this Agreement, whether in contract, tort (including negligence), breach of statutory duty or otherwise, shall not exceed £1,000,000.
9.4 TLP shall not be liable for any loss arising from:
9.4.1 defects inherent in or pre-existing within the Equipment;
9.4.2 the Customer’s failure to maintain appropriate backups of its programs and data; or
9.4.3 any act or omission of the Customer, its employees, agents or contractors.
9.5 The Customer shall indemnify TLP against losses suffered by TLP arising directly from the negligent acts or omissions of the Customer, its employees, agents or contractors in connection with this Agreement, provided that TLP takes reasonable steps to mitigate such losses.
9.6 Neither party shall bring a claim arising under this Agreement more than twelve (12) months after becoming aware, or reasonably ought to have become aware, of the circumstances giving rise to the claim.
9.7 Where multiple events give rise to substantially the same loss, such events shall be treated as a single claim for the purposes of the liability cap in clause 9.3.
10. FORCE MAJEURE
Neither party shall be liable for any delay in performing or partial or total failure to perform any of its obligations under this Agreement if such delay or failure is caused by events, causes or circumstances beyond its reasonable control and in such circumstances such party shall be entitled to a reasonable extension of time for the performance of such obligations.
11. WAIVER
No failure, neglect or delay by either party in exercising any right or enforcing any obligation under this Agreement shall be construed as a waiver of or in any way prejudice any rights of such a party.
12. TERMINATION
12.1 Either party may terminate this Agreement by giving not less than ninety days’ notice in writing (such notice to expire on the next anniversary of the Agreement) to the other party.
12.2 TLP may terminate this Agreement with immediate effect by notice to the Client if the Client is in material breach of this Agreement and does not remedy that breach within 14 days after receiving written notice from TLP to do so.
12.3 TLP shall have the right, in addition to other remedies available to it, to suspend all or any of the Support Services if the Customer fails to pay any sums due to TLP under this Agreement within 14 days from the invoice date.
12.4 Either party may terminate this Agreement with immediate effect by notice to the other party if the other party is unable to pay its debts, passes a resolution or has a court order made for it (or its holding company) to be wound up (except for the purposes of a solvent amalgamation or re-construction), makes an arrangement with its creditors, becomes subject to an administration order or a receiver or administrative receiver is appointed over all or any of its assets or takes or suffers to be taken any similar action in consequence of a debt, ceases or threatens to cease trading, is dissolved, suffers or is subject to any equivalent event or procedure to those set out in this sub-clause 12.4 in any other jurisdiction.
12.5 Any termination of this Agreement shall be without prejudice to any other rights or remedies which either party may be entitled to hereunder or at law and shall not affect any accrued rights and liabilities of either party.
12.6 Upon termination of this Agreement for any reason, the Customer shall immediately pay to TLP all of TLP’s outstanding unpaid invoices and interest and, where no invoice has been submitted for Services supplied, TLP may submit an invoice which shall be payable immediately upon receipt.
12.7 TLP shall be entitled to suspend, reduce or cease providing any Support Services if and to the extent that a manufacturer or intellectual property owner ceases to provide or reduces its support of any of its Equipment.
12.8 If this Agreement is terminated in accordance with this clause 12, the Customer shall not be entitled to any refund of the Annual Support Charge.
12.9 The provisions of clauses 5, 7, 8, 9, 10, 12 and 13, shall survive termination of this Agreement.
13. GENERAL
13.1 Any notice given under or in connection with this Agreement shall be in writing and in English and shall be delivered by hand, sent by pre-paid first-class post (or other next working day delivery service), or sent by email to the addresses notified by each party for the purpose of this clause.
13.2 A notice shall be deemed to have been received:
13.2.1 if delivered by hand, at the time the notice is left at the relevant address;
13.2.2 if sent by pre-paid first-class post or other next working day delivery service, at 9.00 a.m. on the second Business Day after posting; and
13.2.3 if sent by email, at the time of transmission, provided that no automated delivery failure message is received by the sender.
13.3 This clause does not apply to the service of any proceedings or other documents in any legal action or, where applicable, any arbitration or other method of dispute resolution.
13.4 This Agreement constitutes the entire agreement between the parties with respect to its subject matter and (except in the case of fraud) supersedes all warranties, promises and representations or other assurances by any party prior to the signing of this Agreement and concerning its subject matter and terms. No modification of these terms and conditions shall be effective unless in writing and signed by a duly authorised representative of both parties.
13.5 This Agreement shall be governed by English law. The English courts will have exclusive jurisdiction to settle any disputes or claims which may arise out of or in connection with the Agreement for which purpose all parties agree to submit to such jurisdiction.
13.6 If any provision of this Agreement shall be found by any court or administrative body of competent jurisdiction to be invalid or unenforceable the invalidity or unenforceability of such provision shall not affect the other provision of this Agreement and all provisions not affected by such invalidity or unenforceability shall remain in full force and effect. The parties hereby agree to attempt to substitute for any invalid or unenforceable provision a valid or enforceable provision which achieves to the greatest extent possible the economic legal and commercial objectives of the invalid or unenforceable provisions.
13.7 The Customer shall not assign or sub-contract this Agreement or any interest therein to any other party without obtaining prior written consent from a director of TLP.
13.8 TLP reserves the right to sub-contract the performance of the whole or any part of this Agreement or to assign the benefit and burden of this Agreement to a third party without prior reference to the Customer.
13.9 None of the provisions of this Agreement is intended to be for the benefit of, or enforceable by third parties and the operation of the Contracts (Rights of Third Parties) Act 1999 is excluded.
Schedule 1: Data protection Schedule
1. Definitions
1.1 Applicable Data Protection Laws: all Applicable Laws relating to the protection of personal data and the privacy of individuals, including the UK GDPR, the Data Protection Act 2018 and the Privacy and Electronic Communications Regulations 2003 (SI 2003/2426).
1.2 Commissioner, controller, data subject, personal data, personal data breach, processor and processing: as defined in Applicable Data Protection Law.
1.3 Customer Personal Data: any personal data which TLP processes in connection with the Contract on behalf of the Customer in the capacity of a processor.
1.4 Shared Personal Data: any personal data which TLP receives from the Customer, or otherwise collects, in connection with the Contract and processes in the capacity of a controller.
1.5 UK GDPR: has the meaning given in section 3(10) (as supplemented by section 205(4)) of the Data Protection Act 2018.
2. Terms
2.1 Each party shall comply with all Applicable Data Protection Laws in its processing of personal data under or in connection with the Contract. This Schedule is in addition to, and does not relieve, remove or replace, a party’s obligations or rights under Applicable Data Protection Laws.
2.2 Without prejudice to paragraph 2.1, the Customer shall ensure that it has all necessary consents and notices in place to enable the Shared Personal Data and Customer Personal Data to be lawfully transferred to or collected by TLP, and further processed by TLP, in connection with the performance of the Contract.
2.3 TLP and Customer shall act as independent controllers in respect of the personal data and processing activities.
2.4 In relation to the Customer Personal Data, the scope, nature, purpose and duration of processing by TLP and the types of personal data and categories of data subject are as follows:
2.4.1 Scope: The provision of IT Support and related managed IT services by TLP Technology, including Microsoft 365 administration, user and device management, IT security, monitoring, maintenance, troubleshooting, technical support and associated consultancy services, as agreed under the service contract.
2.4.2 Nature: The processing of personal data as necessary to deliver the services, including the collection, access, recording, organisation, storage, retrieval, consultation, use, disclosure by transmission where required, restriction, deletion and other handling of personal data. Processing may involve accessing user accounts, emails, files, device information, system logs, security alerts and technical support records.
2.4.3 Purpose of processing: To provide, manage and maintain the Client’s IT systems and services; administer user accounts and permissions; monitor and maintain devices and systems; diagnose and resolve technical issues; implement security measures; investigate and respond to security incidents; manage software and Microsoft 365 subscriptions; maintain system performance and availability; and provide related IT advice and support.
2.4.4 Duration of processing: For the duration of the IT Support agreement and any applicable transition or offboarding period. Following termination, personal data will be returned or securely deleted, as instructed by the Client, unless retention is required by applicable law or the data must be retained for legitimate legal or contractual purposes.
2.4.5 Types of personal data: Depending on the services provided, personal data may include names, job titles, business contact details, usernames, email addresses, user account information, access permissions, device identifiers, IP addresses, system and activity logs, technical support requests, communications and files accessible through supported systems, and information relating to system usage and security incidents. Special category data or other sensitive personal data may be incidentally accessible where present within the Client’s systems, although this is not ordinarily the intended subject of processing.
2.4.6 Categories of data subject: The Client’s employees, directors, officers, contractors, consultants, temporary workers, customers, suppliers and other authorised users or individuals whose personal data is contained within or accessible through the Client’s IT systems.
2.5 Without prejudice to paragraph 2.1, TLP shall, in relation to Customer Personal Data:
2.5.1 process that Customer Personal Data only on the documented instructions of the Customer, which are set out in [paragraph 2.4 (Purpose), unless TLP is required by Applicable Laws to otherwise process that Customer Personal Data. Where TLP is relying on Applicable Laws as the basis for processing Customer Personal Data, TLP shall notify the Customer of this before performing the processing unless prohibited from doing so by those Applicable Laws. If TLP believes that any instruction received from the Customer is likely to infringe Applicable Data Protection Laws, TLP shall inform the Customer and may suspend the provision of the Services until the parties have agreed revised instructions which are not infringing;
2.5.2 ensure that it has in place appropriate technical and organisational measures to protect against unauthorised or unlawful processing of Customer Personal Data and against accidental loss or destruction of, or damage to, Customer Personal Data;
2.5.3 ensure that any personnel engaged and authorised by TLP to process Customer Personal Data are obliged to keep that personal data confidential;
2.5.4 assist the Customer insofar as this is possible (taking into account the nature of the processing and the information available to TLP), and at the Customer’s cost and written request, in responding to any request from a data subject and in ensuring the Customer’s compliance with its obligations under Applicable Data Protection Laws with respect to security, breach notifications, impact assessments and consultations with the Commissioner or other regulators;
2.5.5 notify the Customer without undue delay on becoming aware of a personal data breach;
2.5.6 at the written direction of the Customer, delete or return to the Customer all Customer Personal Data on termination of the Contract unless TLP is required by Applicable Law to continue to process that Customer Personal Data. For the purposes of this paragraph 2.5.6, Customer Personal Data shall be considered deleted where it is put beyond further use by TLP; and
2.5.7 make available information to the Customer to demonstrate its compliance with this Schedule 4, and allow for audits by the Customer (or its designated professional auditors) for this purpose on reasonable, provided that TLP is not obliged to allow more than one audit in any Contract Year or make available any information that concerns any other customer of TLP [(or any of its Affiliates)] or could compromise the security of TLP’s systems or cause it to breach any legal obligation. TLP is not obliged to grant access to any third party auditor until that auditor signs a confidentiality agreement with TLP on terms reasonably satisfactory to TLP.
2.6 The Customer provides its prior, general authorisation for TLP to:
2.6.1 appoint processors to process the Customer Personal Data, provided that TLP:
2.6.1.1 ensures that the terms on which it appoints any processor comply with Applicable Data Protection Laws, and are consistent with the obligations imposed on TLP in this Schedule;
2.6.1.2 remains responsible for the acts and omissions of any processor as if they were the acts and omissions of TLP; and
2.6.1.3 informs the Customer of any intended changes concerning the addition or replacement of processors after the Commencement Date, giving the Customer the opportunity to object to changes provided that if the Customer objects to a change and cannot demonstrate, to TLP’s reasonable satisfaction, that the objection is due to an actual or likely breach of Applicable Data Protection Law, the Customer shall indemnify TLP for any Losses incurred by TLP in accommodating the objection.
2.6.2 transfer Customer Personal Data outside of the UK as required for the Purpose, provided that TLP shall ensure that all transfers are effected in accordance with Applicable Data Protection Laws. For these purposes, the Customer shall promptly comply with any reasonable request of TLP, including any request to enter into standard data protection clauses adopted by the Commissioner (where the UK GDPR applies to the transfer) or any other applicable data protection regulator.
Schedule 2 Services
Service Desk
TLP Technology’s IT service desk operates Monday to Friday, 08:30 – 17:30 (excluding public holidays). Users can contact the service desk at 01737 824003.
Helpdesk and Incident Resolution
TLP Technology will provide outsourced, comprehensive IT services and support to Customer users. The support will cover Customer end users based in the UK office locations and remote workers. End users will log calls directly with the TLP Technology helpdesk, and support will be provided via telephone and email. TLP Technology engineers will connect via remote access to the users’ desktops and laptops using our remote-control support system. TLP Technology will log all support requests in our internal helpdesk management system. Details of the incident, category, and priority will be logged so that Customer can track SLAs and common issues. Customer will have access to the TLP Technology helpdesk incident management system to view details of all logged incidents.
3rd Line Support
P1 and P2 issues (as defined below) will be escalated to the TLP Technology Support Team, who will coordinate with the Customer team until resolved.
Basic hardware repairs, modifications and upgrades
TLP Technology will be responsible for upgrades and repairs; these services will be performed in-house at the TLP Technology office or can be carried out at the Customer offices for an additional fee. For hardware under manufacturer warranty, we will coordinate repairs with the manufacturer’s repair centre.
Support Hours
TLP Technology will provide support to Customer Monday to Friday from 08:30 to 17:30, excluding public holidays. Any support incidents raised outside the specified times will be addressed during the next period of supported business hours; response and resolution times will only apply during supported hours.
Security
TLP Technology offers Cyber Security as an optional add-on. This service provides guidance, implementation, and license management for the client’s security infrastructure. It includes protection for users, devices, data, and communications, covering features such as endpoint protection, threat detection, firewall configuration, user access controls, and Microsoft Defender for Business. Note: Requires Microsoft Business Premium licensing per user, purchased separately.
Remote Access
TLP Technology will provide complete support for Customer’s remote access solutions.
Escalation procedure for all faults and issues
All logged incidents will be assigned a Service Level Agreement (SLA). Our standard operating procedure is to provide an initial update to the incident within 2 hours, provided the incident is logged during normal business hours. Incidents are logged according to the SLAs defined in the table below.
Remote Monitoring Management
TLP Technology offers a Remote Monitoring and Management (RMM) service as an optional add-on to this agreement. When purchased, this service provides a proactive monitoring tool for each device covered under the contract. The tool is configured to automatically send alerts and monitor vital system resources, supporting optimal performance and security. Key features include automated IT management, proactive issue resolution, remote access tools, comprehensive patch management, network monitoring, and security enhancements.
P1 – Critical System Down
Definition: Complete system outage or major malfunction affecting all or a significant majority of users.
Examples: Central database server outage, main network switch failure, critical application server crash.
Impact: Severe disruption to business operations, potential financial losses, high urgency for resolution.
First Response: Within 30 minutes
Support Effort: Immediate and continuous effort, collaboration with stakeholders and vendors, regular updates to the client.
Updates: Regular updates every 45 minutes.
P2 – Major Impact
Definition: Significant issue affecting multiple users or critical functions, but not a complete system outage.
Examples: Partial network outage, major application performance issues, significant hardware failures affecting multiple users.
Impact: Noticeable disruption to business operations, moderate urgency for resolution.
First Response: Within 2 hours
Support Effort: Prompt and focused effort, coordination with relevant stakeholders, regular updates to the client.
Escalation: Escalated to higher levels of support or management if unresolved.
Updates: Regular updates every hour.
P3 – Moderate Impact
Definition: Issue affecting individual users or non-critical functions, causing inconvenience but not major disruption.
Examples: Single user unable to access email, minor application bugs, isolated hardware issues.
Impact: Minor disruption to business operations, lower urgency for resolution.
First Response: Within 8 hours
Support Effort: Scheduled effort, regular updates to the client, prioritization based on impact and urgency.
Escalation: Escalated to higher levels of support or management if unresolved.
Updates: Regular updates every 2 hours.
P4 – Minor Impact
Definition: Minor issue affecting individual users or non-critical functions, causing minimal disruption.
Examples: Minor software glitches, isolated printer issues, general inquiries or requests for information.
Impact: Minimal disruption to business operations, low urgency for resolution.
First Response: Within 2 days
Support Effort: Routine effort, updates to the client as needed, prioritization based on overall impact and urgency.
Escalation: Escalated to higher levels of support or management if unresolved.
Updates: Updates provided as necessary, typically every 4 hours or upon significant progress.
Schedule 3: Fully Comprehensive definition
Ref. Service Definition
1. TLP Technology will effectively serve as the IT Services department for Customer, delivering daily IT support for end users and infrastructure assistance for the UK offices.
2. TLP Technology will provide end-user support for all applications utilised within the business, including but not limited to all Microsoft Applications.
3. TLP Technology will provide end-user support for your cloud-based Microsoft 365 services. This includes daily support as well as advice, setup of user accounts access, setup of new sites, and general advice and support related to all elements of your SharePoint instances. When necessary, we will also act as the technical liaison between Customer and third-party businesses.
Confidential Information
Ref. Service Definition
1. TLP Technology will not disclose or share any confidential information related to the know-how, techniques, products, customers, business, accounts, finance, contractual arrangements, or other dealings, transactions, or affairs of Customer during the course of providing services, except when expressly permitted in writing by a director of Customer.
2. Customer will not disclose or communicate in any manner any confidential information regarding the know-how, techniques, products, customers, business operations, accounts, finances, contractual arrangements, or other transactions and affairs of TLP Technology unless expressly permitted in writing by a director of TLP Technology.
3. The confidentiality clauses outlined herein remain effective beyond the termination of this agreement. However, the restrictions will no longer apply to any information that enters the public domain, unless such information becomes public as a direct or indirect consequence of the defaulting party’s actions.
