ALB Technical Solutions - Master Services Agreement

Version 4.0

Effective Date: 17/03/2026

1. Introduction

This Master Services Agreement (“Agreement”) sets out the terms under which ALB Technical Solutions (“we”, “us”, “our”) provides services to the client (“you”, “your”). It is designed to be clear, fair, and easy to understand. Once signed, this Agreement applies to all services you purchase from us, now or in the future.

Specific services are detailed in separate Schedules, which form part of this Agreement. Only the Schedules relevant to your order will apply.

Our goal is to deliver reliable, modern technical solutions with transparency, professionalism, and a friendly, human approach.

2. Definitions

To keep things simple:

• Services – any service we provide, as described in the relevant Schedule.

• Schedule – a service‑specific section attached to this Agreement.

• Project – any one‑off piece of work (e.g., website build, cabling installation).

• Care Plan – an ongoing support or maintenance service.

• Equipment – any hardware we supply or install.

• Client Content – any text, images, files, or materials you provide.

• Start Date – the date this Agreement is signed.

3. Term of Agreement

This Agreement begins on the Start Date and continues until:

• all services have ended, and

• all outstanding invoices have been paid.

Individual services may have their own minimum terms, detailed in the relevant Schedule.

4. Payment Terms

4.1 Invoices

• One‑off project work is invoiced as stated in the relevant Schedule (e.g., deposit + final payment).

• Monthly services are invoiced in advance.

• Hardware is invoiced upfront unless otherwise agreed.

4.2 Payment deadlines

• All non-recurring invoices are due within 14 days unless stated otherwise.

• Monthly recurring services are payable in accordance with clause 4.2A below.

• Late payments may result in service suspension.

4.2A Direct Debit – Monthly Recurring Services

a. All monthly recurring services (including but not limited to connectivity, VoIP, hosting, care plans, and support subscriptions) must be paid by Direct Debit unless otherwise agreed in writing.

b. Monthly recurring services are invoiced in advance and payment will be collected automatically by Direct Debit on the agreed billing date.

c. The 14-day payment deadline stated in clause 4.2 does not apply to monthly recurring services paid by Direct Debit.

d. By entering into this Agreement, you agree to complete and maintain a valid Direct Debit mandate for the duration of the service.

e. If a Direct Debit payment fails, we reserve the right to:

• retry collection,

• charge reasonable administration fees, and/or

• suspend services until payment is successfully received.

f. You must ensure sufficient funds are available on the collection date.

4.3 Late payment

If payment is late, we may:

• charge reasonable late fees,

• pause work or services,

• withhold deliverables until payment is made.

4.4 Service Suspension

We reserve the right to suspend any or all services immediately, without liability, were reasonably necessary, including where:

• payment has failed or is overdue,

• you breach this Agreement,

• your usage presents a security, legal, or operational risk,

• required by a supplier or third-party provider,

• your account exceeds agreed credit limits.

Where possible, we will provide notice, but this may not always be feasible.

During any period of suspension:

• services may be unavailable in full or in part,

• all charges will continue to apply,

• restoration may be subject to payment of outstanding amounts.

We are not liable for any loss, damage, or business interruption resulting from suspension.

4.5 Price Changes

We may adjust pricing for any service at any time where there is an increase in costs from our suppliers or third-party providers (including network operators, carriers, or software vendors).

Such changes may include, but are not limited to:

• wholesale connectivity pricing,

• infrastructure or licensing costs,

• regulatory or industry-wide increases.

We will provide reasonable notice of any price changes where possible. By continuing to use the service after notification, you accept the revised pricing.

Price increases resulting from supplier or regulatory changes do not constitute grounds for early termination without applicable charges.

4.6 Payment Obligations

You agree that all charges for services remain payable in full, regardless of:

• any service interruptions, delays, or faults caused by third-party providers,

• disputes relating to performance where services are still being delivered,

• issues outside our direct control.

You may not withhold, delay, or offset payment against any claim or dispute unless agreed by us in writing.

5. Client Responsibilities

To help us deliver a smooth service, you agree to:

• provide accurate information when requested,

• give us access to premises, systems, or accounts when needed,

• ensure you have the right to use any content you supply,

• maintain secure passwords and user access where applicable,

• follow reasonable instructions relating to safety, equipment, or installation.

5.1 Usage Responsibility & Fraud

You are responsible for all use of services supplied under this Agreement, including any use by your employees, contractors, or third parties accessing your systems.

This includes, but is not limited to:

• authorised and unauthorised usage,

• fraudulent activity,

• misuse of connectivity, VoIP, or cloud services.

All charges incurred through such use remain payable by you, regardless of whether the activity was authorised.

You are responsible for maintaining appropriate security measures, including strong passwords, access controls, and internal policies to prevent misuse.

6. Our Responsibilities

We will:

• deliver services with reasonable skill and care,

• communicate clearly and honestly,

• provide realistic timelines,

• keep your data safe and confidential,

• notify you of any issues that may affect delivery.

We aim to be a long‑term, trusted partner — not just a supplier.

7. Intellectual Property

7.1 What you own

You own:

• all content you provide,

• all final website content (unless otherwise stated),

• all data stored in your cloud storage account,

• any branding or assets you supply.

7.2 What we own

We own:

• our internal tools, templates, and processes,

• any code, configurations, or systems we create that are not specific to your business,

• any licensed software we provide under subscription.

Where possible, we grant you a licence to use what you need to operate your service.

8. Confidentiality

Both parties agree to keep all sensitive information confidential. This includes:

• business information,

• passwords,

• system access,

• pricing,

• project details.

We will never share your information with third parties unless required by law or necessary to deliver the service.

9. Data Protection (GDPR)

We take data protection seriously. We will:

• process your data only as needed to deliver services,

• store data securely,

• never sell or misuse your information,

• comply with UK GDPR requirements.

Some services (e.g., cloud storage, hosting) may include additional data‑handling details in their Schedule.

10. Liability

We will provide services with reasonable skill and care.

To the fullest extent permitted by law, we shall not be liable for:

• loss of profits, revenue, business, or anticipated savings,

• loss of data (unless caused by our negligence),

• business interruption,

• indirect or consequential loss,

• failures caused by third-party providers.

Our total liability arising under or in connection with any service shall be limited to the total amount paid by you for that specific service in the 12 months preceding the event giving rise to the claim.

Nothing in this Agreement limits liability for death or personal injury caused by negligence, or for fraud.

Our total liability is limited to the value of the service in question.

11. Termination

Either party may terminate this Agreement if:

• the other party breaches the Agreement and does not fix it within 14 days, or

• the minimum term of a service has ended.

Some services (e.g., hosting, connectivity) may have their own notice periods.

Upon termination:

• all outstanding invoices must be paid,

• access to systems or services may be removed,

• data export options will be provided where applicable.

11.1 Supplier Dependency Termination

We may terminate or modify any service, in whole or in part, where a third-party supplier:

• ceases to provide the service,

• materially changes the terms of supply,

• increases pricing beyond reasonable commercial viability, or

• suspends or terminates our access.

In such cases:

• we will provide as much notice as reasonably possible,

• we will work with you to provide alternative solutions where available,

• termination will not be considered a breach of this Agreement.

Any outstanding charges up to the termination date remain payable.

12. Changes to Services

We may update or improve services from time to time. If changes affect pricing or functionality, we will notify you in advance.

13. Force Majeure

We are not responsible for delays caused by events outside our control, such as:

• power outages,

• extreme weather,

• supplier failures,

• strikes,

• natural disasters.

We will always try to minimise disruption.

14. Governing Law & Jurisdiction

This Agreement and any dispute or claim arising out of or in connection with it shall be governed by and construed in accordance with the laws of England and Wales.

The courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with this Agreement.

15. Entire Agreement

This Agreement, together with the attached Schedules, forms the entire understanding between us. It replaces any previous discussions or agreements.

Schedule A

Part of the ALB Technical Solutions Master Services Agreement

This Schedule applies to all connectivity services provided by ALB Technical Solutions, including broadband, fibre, SoGEA, FTTC, FTTP, Starlink installations, VoIP, SIP trunks, number porting, and any associated hardware or support.

1. Overview

Connectivity services are delivered using a combination of our own expertise and third‑party networks (such as Openreach, BT Wholesale, Gamma, Starlink, or mobile network operators). We manage the service for you, but some elements depend on external suppliers.

We will always communicate clearly, set expectations, and keep you updated throughout.

Third-Party Networks
Connectivity services are provided as a managed service using third-party network providers. While we manage and support the service on your behalf, certain elements (including availability, repair times, and performance) are controlled by the underlying network operator and are outside our direct control.

1.1 Wholesale & Third-Party Dependency

Many of our services rely on third-party providers, including network operators, carriers, infrastructure providers, and software platforms.

While we manage and support these services on your behalf, we do not control the underlying infrastructure.

Accordingly:

• service availability, performance, fault resolution times, and installation timelines are dependent on these third parties,

• any service levels or repair times are provided on a reasonable endeavours basis unless explicitly guaranteed in writing,

• we are not liable for failures, delays, or interruptions caused by third-party providers.

Where issues arise, we will act as your point of contact and use reasonable efforts to resolve them as quickly as possible.

2. Broadband Services (FTTP, FTTC, SoGEA)

2.1 Service availability

Broadband availability depends on your location and the infrastructure serving your property. We will check availability and recommend the best option.

2.2 Speeds

Advertised speeds are estimates. Actual speeds may vary due to:

• distance from the cabinet (FTTC/SoGEA),

• network congestion,

• internal wiring,

• router placement,

• Wi‑Fi interference.

We will always aim to optimise performance, but we cannot guarantee maximum speeds.

2.3 Installation

Installations may require:

• engineer visits,

• access to your premises,

• new cabling or equipment,

• downtime during migration.

We will coordinate this with you.

2.4 Equipment

We may supply routers, ONTs, or other hardware. Ownership will be stated on your quotation:

• Purchased equipment becomes yours once paid for.

• Loaned equipment remains our property and must be returned if the service ends.

2.5 Faults & repairs

We will diagnose faults and liaise with the network provider. Repair times depend on the care level associated with your service (e.g., Standard, Enhanced, Care Level 3/4).

We will always keep you informed.

3. Starlink Installations

3.1 Hardware

Starlink hardware is purchased directly by you unless otherwise agreed. We can assist with ordering and setup.

3.2 Installation

We will install and configure the system professionally, including:

• mounting,

• alignment,

• cable routing,

• network integration.

3.3 Performance

Starlink speeds and latency vary depending on:

• satellite coverage,

• weather,

• obstructions,

• network load.

We will optimise placement but cannot guarantee specific speeds.

4. VoIP & SIP Trunk Services

4.1 Service description

VoIP services allow you to make and receive calls over the internet. SIP trunks connect your phone system to the public telephone network.

4.2 Requirements

VoIP requires:

• a stable internet connection,

• suitable router/firewall configuration,

• compatible handsets or softphones.

We will advise on the best setup.

4.3 Number porting

If you request number porting:

• we will manage the process,

• porting dates are set by the losing provider,

• downtime may occur during the port window,

• rejected ports may incur additional charges.

We will keep you updated throughout.

4.4 Call quality

Call quality depends on:

• your internet connection,

• internal network configuration,

• device quality,

• external network conditions.

We will help optimise your setup.

5. Line Rental (Where Applicable)

Some services may still require a line rental component (e.g., legacy PSTN lines, alarm lines, or transitional services). These will be clearly listed in your quotation.

6. Care Levels & Support

Different connectivity services come with different care levels. These define how quickly faults are addressed by the underlying network provider.

Examples include:

• Standard Care – typically next working day

• Enhanced Care – extended hours

• Care Level 3/4 – faster repair targets (e.g., 6‑hour fix)

We will always advise the best option for your needs.

7. Client Responsibilities

You agree to:

• provide access to your premises when required,

• keep equipment safe and in good condition,

• notify us promptly of faults,

• avoid tampering with wiring or equipment,

• ensure your internal network is used responsibly.

8. Service Limitations

Connectivity services may be affected by:

• network outages,

• power cuts,

• weather (Starlink),

• third‑party maintenance,

• building structure or wiring.

We will always work to minimise disruption, but some factors are outside our control.

9. Minimum Terms & Cancellation

Connectivity services typically have minimum terms (e.g., 12, 24, or 36 months). These will be stated in your quotation.

If you cancel early:

• early termination charges may apply,

• outstanding hardware costs must be paid,

• loaned equipment must be returned.

10. Fair Use

To protect network performance, some services may include fair use policies. These will be communicated clearly if applicable.

11. Changes to Service

We may update or improve connectivity services from time to time. If changes affect pricing or functionality, we will notify you in advance.

Schedule B

Part of the ALB Technical Solutions Master Services Agreement

This Schedule applies to all cloud storage services provided by ALB Technical Solutions, including FileCloud, Wasabi‑backed storage, user management, access control, and any associated support or configuration work

1. Overview

Our cloud storage service provides secure, private, business‑grade file storage hosted on infrastructure managed by ALB Technical Solutions. It is designed to give you reliable access to your files from anywhere, with strong security, encryption, and user control.

This service is ideal for businesses that need:

• secure file access,

• remote working support,

• shared folders and permissions,

• backup or archival storage,

• an alternative to Dropbox, Google Drive, or OneDrive.

2. Service Description

2.1 FileCloud Platform

We provide access to a FileCloud environment configured for your business. This includes:

• user accounts,

• shared folders,

• permissions and access control,

• browser and mobile access,

• desktop sync (where applicable),

• admin portal access (if included in your plan).

2.2 Storage Backend

Your data is stored on Wasabi cloud storage, known for:

• high durability,

• strong encryption,

• fast access speeds,

• UK/EU data centre options.

We manage the integration between FileCloud and Wasabi.

3. Data Ownership

3.1 You own your data

All files, documents, and content stored in your cloud storage account belong to you.

3.2 We do not access your data

We will never view, copy, or modify your data unless:

• you request support that requires access, or

• we are legally required to do so.

4. Security & Encryption

We take security seriously. Your data benefits from:

• encryption in transit (HTTPS),

• encryption at rest (Wasabi),

• secure authentication,

• optional MFA,

• role‑based access control.

You are responsible for:

• choosing strong passwords,

• managing user access,

• notifying us of any suspicious activity.

5. Backups & Data Protection

5.1 Backups

Depending on your plan, we may provide:

• versioning,

• recycle bin retention,

• snapshot backups,

• offsite replication.

Your quotation will specify what is included.

5.2 Data loss

While we take all reasonable steps to protect your data, no cloud system can guarantee 100% protection. We are not liable for:

• accidental deletion by users,

• malware or ransomware introduced by client devices,

• data loss caused by third‑party providers.

We will always assist with recovery where possible.

6. Storage Limits

Your plan includes a defined storage allocation. If you exceed this:

• we will notify you,

• additional storage may incur extra charges,

• you may upgrade your plan at any time.

7. User Accounts & Permissions

We will set up user accounts and permissions based on your instructions. You are responsible for:

• approving who should have access,

• notifying us when staff leave,

• ensuring users follow your internal policies.

We can assist with user management as part of your support plan.

8. Acceptable Use

You agree not to store or share:

• illegal content,

• copyrighted material without permission,

• harmful software,

• content that violates privacy laws.

We reserve the right to suspend accounts if misuse is detected.

9. Support & Maintenance

Support includes:

• help with login issues,

• permission changes,

• troubleshooting sync problems,

• general usage guidance.

Maintenance includes:

• platform updates,

• security patches,

• performance monitoring.

We will schedule maintenance outside business hours where possible.

10. Service Availability

We aim for high availability, but uptime may be affected by:

• Wasabi outages,

• FileCloud updates,

• internet connectivity issues,

• third‑party disruptions.

We will always communicate planned maintenance or known issues.

11. Offboarding & Data Export

If you choose to leave the service:

• we will provide a method to download your data,

• you must export your data before the service ends,

• once the service is terminated, data may be deleted.

We will give reasonable notice before deletion.

12. Minimum Term & Cancellation

Cloud storage services typically have a minimum term (e.g., 12 months). This will be stated in your quotation.

If you cancel early:

• early termination charges may apply,

• outstanding invoices must be paid.

Schedule C

Part of the ALB Technical Solutions Master Services Agreement

This Schedule applies to all website design, development, redesign, rebuild, and related creative services provided by ALB Technical Solutions.

1. Overview

Our website design and development service provides you with a modern, secure, professionally built website tailored to your business. We work collaboratively, communicate clearly, and aim to deliver a site that looks great, performs well, and supports your goals.

This Schedule explains how the project works, what’s included, what’s not included, and how we both ensure a smooth, successful build.

2. Project Scope

2.1 What’s included

Your quotation or proposal will outline the specific deliverables, which may include:

• Website design and layout

• Page templates

• Content population (where agreed)

• Mobile responsiveness

• Basic on‑page SEO setup

• Contact forms

• Integrations (where specified)

• Image optimisation

• Accessibility best practices

• Launch and deployment

2.2 What’s not included (unless stated)

To avoid misunderstandings, the following are not included unless explicitly listed:

• Copywriting or content creation

• Logo or branding design

• Custom photography or videography

• Advanced SEO campaigns

• Paid advertising setup

• Custom web applications

• Third‑party subscription costs

• Ongoing maintenance (covered in Schedule D)

If you need additional work, we’re always happy to help — it will simply be quoted separately.

3. Revisions & Changes

3.1 Included revisions

Your project includes a defined number of revision rounds (typically 2–3). A “revision round” means a batch of changes submitted together.

3.2 Additional revisions

If you request changes beyond the included rounds, these may incur additional charges. We’ll always confirm costs before proceeding.

3.3 Scope changes

If you request new features, pages, or functionality not included in the original scope, we will:

• discuss the change with you,

• provide a quote,

• agree on timelines,

• proceed once approved.

This keeps the project fair and predictable for both sides.

4. Client Responsibilities

To keep the project running smoothly, you agree to:

• provide content (text, images, files) in a timely manner,

• ensure all content is accurate and legally compliant,

• supply branding assets (logo, colours, fonts) where required,

• review and approve work promptly,

• provide access to any required accounts or systems.

Delays in providing content or approvals may extend the project timeline.

5. Content & Intellectual Property

5.1 Content you provide

You are responsible for ensuring that:

• you own the rights to all content you supply,

• the content does not infringe copyright,

• the content complies with relevant laws.

5.2 Content we create

Unless otherwise stated:

• you own the final website content,

• we retain ownership of internal tools, templates, and development frameworks,

• we grant you a licence to use any components required for your site to function.

5.3 Stock images & licensed assets

If we use stock images, icons, fonts, or plugins:

• licensing terms may apply,

• some items may require ongoing subscription fees,

• we will always inform you of any costs.

6. Website Platform & Technology

We typically build websites using:

• WordPress

• Elementor / Gutenberg

• WooCommerce (if applicable)

• Custom HTML/CSS/JS (where required)

We will choose the most suitable tools for your project and explain our reasoning.

7. Testing & Quality Assurance

Before launch, we will test:

• mobile responsiveness,

• browser compatibility,

• page speed (within reasonable limits),

• form functionality,

• basic accessibility,

• security best practices.

If you require specialist testing (e.g., WCAG audits, penetration testing), this can be arranged at additional cost.

8. Project Timeline

We will provide an estimated timeline based on:

• project size,

• content readiness,

• your availability for feedback.

Timelines may change if:

• content is delayed,

• scope changes occur,

• third‑party services cause delays.

We will always communicate clearly if timelines need adjusting.

9. Acceptance & Sign‑Off

9.1 Pre‑launch approval

Before the site goes live, we will provide a preview link or staging environment. You will have the opportunity to review the site and request final adjustments.

9.2 Final sign‑off

Once approved:

• the site will be launched,

• the project will be considered complete,

• any further changes will fall under a care plan or ad‑hoc support.

10. Launch & Deployment

We will handle:

• migration to your hosting or ours,

• DNS updates (where access is provided),

• SSL setup,

• final testing.

Launch may cause brief downtime depending on your hosting provider.

11. Post‑Launch Support

After launch, you may choose:

• a Website Care Plan (Schedule D),

• ad‑hoc support billed at our standard rate.

Without a care plan, we cannot guarantee:

• updates,

• security patches,

• backups,

• uptime,

• plugin compatibility.

12. Payment Terms

Website projects typically follow this structure:

• Deposit (e.g., 50%) to begin work

• Final payment upon completion or before launch

• Additional work billed separately

Your quotation will specify exact terms.

13. Cancellation

If you cancel the project:

• the deposit is non‑refundable,

• work completed to date will be invoiced,

• any third‑party costs must be paid,

• access to draft work may be removed.

We aim to be fair and transparent at all times.

Schedule D – Website Hosting & Care Plans

Part of the ALB Technical Solutions Master Services Agreement

This Schedule applies to all website hosting, maintenance, updates, monitoring, and care plan services provided by ALB Technical Solutions.

1. Overview

Our hosting and care plans are designed to keep your website secure, up‑to‑date, backed up, and running smoothly. Websites require ongoing maintenance — just like any other piece of technology — and this Schedule explains what we do, what’s included, and what your responsibilities are.

We aim to provide a reliable, friendly, and proactive service that protects your website and supports your business.

2. Hosting Services

2.1 Hosting environment

Your website may be hosted on:

• ALB‑managed servers,

• a third‑party hosting provider we manage on your behalf, or

• your own hosting (if agreed).

We will always choose a secure, reliable environment suitable for your website.

2.2 What’s included in hosting

Hosting typically includes:

• server space,

• SSL certificate,

• basic server‑level security,

• server updates and patching,

• uptime monitoring (where included),

• DNS management (where access is provided).

2.3 What’s not included

Hosting does not include:

• email hosting (unless stated),

• domain registration or renewal,

• advanced security services,

• content updates,

• SEO work,

• plugin licence renewals.

These can be added separately if needed.

3. Website Care Plans

Care plans are designed to keep your website healthy, secure, and performing well. They typically include:

3.1 Updates

We will apply:

• WordPress core updates,

• theme updates,

• plugin updates,

• security patches.

Updates are applied carefully to avoid breaking the site.

3.2 Backups

Depending on your plan, backups may include:

• daily or weekly backups,

• offsite backups,

• restore points,

• manual backups before major updates.

3.3 Security

We provide:

• malware scanning,

• firewall configuration,

• login protection,

• monitoring for suspicious activity.

3.4 Monitoring

Where included, we monitor:

• uptime,

• performance,

• security alerts,

• plugin vulnerabilities.

3.5 Support

Care plans include a defined amount of support time per month. This may cover:

• small content changes,

• minor fixes,

• advice and guidance.

Your plan will specify the exact allowance.

4. What’s Not Included in Care Plans

To keep things clear and fair, the following are not included unless stated:

• major design changes,

• new pages or features,

• rebranding,

• SEO campaigns,

• copywriting,

• custom development,

• fixing issues caused by third‑party access,

• recovery from malware introduced by client devices,

• restoring backups older than your retention period.

We can quote for any additional work as needed.

5. Plugin Licensing & Third‑Party Tools

Some plugins, themes, or integrations require paid licences. These may be:

• included in your care plan,

• billed separately, or

• your responsibility to maintain.

We will always be transparent about costs.

If a licence expires and causes issues, we are not responsible for downtime or broken functionality.

6. Client Responsibilities

You agree to:

• provide accurate login details when needed,

• avoid installing plugins or making changes without consulting us,

• keep your own devices secure,

• notify us of suspicious activity,

• ensure any content you upload is legal and safe.

Unauthorised changes may void parts of your care plan.

7. Uptime & Performance

We aim for high uptime and fast performance, but we cannot guarantee:

• 100% uptime,

• specific load times,

• uninterrupted service.

Performance may be affected by:

• hosting provider outages,

• internet issues,

• plugin conflicts,

• traffic spikes,

• third‑party services.

We will always work to resolve issues quickly.

8. Security & Liability

We take security seriously, but no website is immune to threats. We are not liable for:

• hacking attempts,

• malware introduced by client devices,

• vulnerabilities in third‑party plugins,

• data loss caused by external providers.

We will always assist with recovery and mitigation.

9. Migration & Offboarding

If you choose to move your website away from ALB:

• we will provide a backup or migration file,

• we will assist with migration at our standard rate,

• hosting and care plan services will end on the agreed date,

• any ALB‑licensed plugins may be removed or replaced.

We will always ensure a smooth, friendly transition.

10. Minimum Term & Cancellation

Care plans typically have a minimum term (e.g., 12 months). This will be stated in your quotation.

If you cancel early:

• early termination charges may apply,

• outstanding invoices must be paid.

Hosting may be billed monthly or annually depending on your plan.                  

Schedule E – Wi‑Fi & Networking

Part of the ALB Technical Solutions Master Services Agreement

This Schedule applies to all Wi‑Fi, networking, access point installations, mesh systems, UniFi deployments, network optimisation, and related services provided by ALB Technical Solutions.

1. Overview

Our Wi‑Fi and networking services are designed to give you fast, reliable, and secure wireless coverage throughout your home, office, or site. We use professional‑grade equipment and best‑practice installation methods to deliver the best possible performance for your environment.

This Schedule explains what we do, what affects Wi‑Fi performance, and what responsibilities we both have.

2. Service Description

Wi‑Fi and networking services may include:

• installation of access points, routers, switches, or mesh systems

• UniFi network design and deployment

• network optimisation and tuning

• VLAN configuration

• guest network setup

• coverage planning

• troubleshooting and diagnostics

• integration with Starlink, 4G/5G, or fibre broadband

Your quotation will specify the exact equipment and services included.

3. Wi‑Fi Coverage & Performance

3.1 Coverage expectations

We will always aim to provide strong, reliable coverage across your property. However, Wi‑Fi performance is affected by many factors outside our control, including:

• building materials (stone, metal, foil insulation, thick walls)

• layout and room structure

• interference from neighbouring networks

• electrical equipment

• client devices (age, antenna quality, Wi‑Fi standard)

We will design the best possible solution for your environment, but no Wi‑Fi system can guarantee perfect coverage in all conditions.

3.2 Speed expectations

Wi‑Fi speeds depend on:

• your broadband connection

• distance from the access point

• device capabilities

• network congestion

• interference

We will optimise your network, but we cannot guarantee maximum speeds at all times.

4. Equipment

4.1 Ownership

Your quotation will state whether equipment is:

• purchased (you own it), or

• loaned (we own it and it must be returned if the service ends).

4.2 Warranty

Equipment may include manufacturer warranties. We will assist with warranty claims where applicable.

4.3 Firmware & updates

We may apply firmware updates as part of your care plan or support agreement. Updates may cause brief downtime.

5. Installation Requirements

You agree to:

• provide access to the property,

• ensure safe working conditions,

• confirm where equipment can be mounted,

• approve cable routes (where applicable),

• provide power outlets where needed.

If additional work is required (e.g., extra cabling, drilling, trunking), we will discuss this before proceeding.

6. Network Configuration

We may configure:

• routers and firewalls

• VLANs

• guest networks

• parental controls

• device groups

• QoS (quality of service)

• security settings

We will document any critical configuration details for you.

7. Interference & Environmental Limitations

Wi‑Fi is sensitive to environmental factors. We are not responsible for performance issues caused by:

• thick walls or floors

• foil-backed insulation

• metal structures

• neighbouring Wi‑Fi networks

• microwaves, cordless phones, or other devices

• client device limitations

• ISP outages or poor broadband quality

We will always advise on the best possible setup.

8. Support & Troubleshooting

Support may include:

• diagnosing Wi‑Fi issues

• adjusting access point placement

• updating firmware

• checking interference levels

• reviewing network configuration

Support is provided under:

• a care plan,

• a support agreement, or

• ad‑hoc billing at our standard rate.

9. Client Responsibilities

You agree to:

• avoid moving or unplugging equipment without consulting us,

• notify us of any issues promptly,

• ensure your broadband service is active and stable,

• keep your own devices updated and secure,

• avoid installing unauthorised network equipment.

Unauthorised changes may void parts of your support agreement.

10. Limitations of Service

We are not responsible for:

• ISP outages or broadband performance,

• issues caused by third‑party routers or extenders,

• interference from external sources,

• performance limitations of client devices,

• damage caused by pets, weather, or accidental impact.

We will always help diagnose the cause and recommend solutions.

11. Minimum Term & Cancellation

If your Wi‑Fi or networking service includes ongoing support or monitoring, a minimum term may apply. This will be stated in your quotation.

If you cancel early:

• early termination charges may apply,

• loaned equipment must be returned,

• outstanding invoices must be paid.

Schedule F – Structured Cabling

Part of the ALB Technical Solutions Master Services Agreement

This Schedule applies to all structured cabling services provided by ALB Technical Solutions, including Cat5e, Cat6, Cat6a, fibre runs, patching, termination, testing, and any associated installation or configuration work.

1. Overview

Our structured cabling service provides professionally installed, tested, and documented network cabling designed to support reliable connectivity throughout your property. We follow industry best practices to ensure your cabling is safe, tidy, and built to last.

This Schedule explains what’s included, what affects installation, and what responsibilities we both have.

2. Service Description

Structured cabling services may include:

• installation of Cat5e, Cat6, or Cat6a cabling

• fibre optic runs (where applicable)

• termination into wall plates, patch panels, or keystones

• cable routing and containment

• patching and labelling

• testing and certification

• removal of old or redundant cabling (if agreed)

Your quotation will specify the exact work to be carried out.

3. Installation Requirements

3.1 Access

You agree to provide:

• access to all required rooms and areas,

• access to lofts, basements, risers, or service cupboards,

• access to power where needed,

• clear working areas.

If access is restricted, additional visits or work may be chargeable.

3.2 Drilling & cable routes

Cabling may require:

• drilling through walls, floors, or ceilings,

• lifting carpets or floorboards,

• routing through lofts or voids,

• trunking or conduit.

We will always discuss routes with you before proceeding.

3.3 Hidden obstructions

We are not responsible for delays or additional work caused by:

• insulation,

• metalwork,

• pipes,

• electrical wiring,

• structural obstacles,

• inaccessible voids.

If unexpected issues arise, we will explain the options and any additional costs.

4. Testing & Certification

Where applicable, we will test:

• continuity,

• wire mapping,

• performance,

• signal quality.

We may provide certification results depending on the project scope.

Testing may be affected by:

• client‑supplied equipment,

• existing infrastructure,

• environmental conditions.

5. Equipment & Materials

5.1 Materials included

Your quotation will specify:

• cable type (Cat5e, Cat6, Cat6a, fibre),

• wall plates,

• keystones,

• patch panels,

• trunking or conduit,

• fixings and accessories.

5.2 Equipment ownership

All materials become yours once paid for.

5.3 Client‑supplied equipment

If you supply your own hardware:

• we are not responsible for faults or incompatibility,

• additional configuration may be chargeable.

6. Limitations & Environmental Factors

Cabling performance may be affected by:

• long cable runs,

• electromagnetic interference,

• poor existing infrastructure,

• building materials,

• extreme temperatures (lofts, outbuildings).

We will always install to best practice, but some environments may limit achievable performance.

7. Health & Safety

We will always work safely and professionally. We may refuse to work in areas that are:

• unsafe,

• contaminated,

• structurally unsound,

• inaccessible without specialist equipment.

Any required specialist access (e.g., scaffolding, cherry pickers) will be quoted separately.

8. Client Responsibilities

You agree to:

• confirm cable routes before installation,

• ensure the property is safe and accessible,

• protect sensitive areas or belongings,

• notify us of any known hazards,

• avoid moving or tampering with installed cabling.

Damage caused by third parties is not our responsibility.

9. Faults & Repairs

If a fault occurs:

• we will diagnose the issue,

• repairs may be chargeable if caused by damage, misuse, or third‑party work,

• warranty covers installation defects only.

We will always be transparent about the cause and cost.

10. Warranty

We provide a warranty on installation workmanship. This covers:

• faulty terminations,

• poor connections,

• installation defects.

It does not cover:

• accidental damage,

• rodent damage,

• water ingress,

• building movement,

• client‑supplied materials,

• third‑party interference.

11. Minimum Term & Cancellation

Structured cabling is typically a one‑off project. If you cancel before work begins:

• deposits may be non‑refundable,

• materials already purchased may be chargeable.

If you cancel after work has started:

• work completed to date will be invoiced,

• any additional costs will be explained clearly.

Schedule G – Additional Services

Part of the ALB Technical Solutions Master Services Agreement

This Schedule applies to all additional or optional services provided by ALB Technical Solutions that are not covered in Schedules A–F. These services may be one‑off, ongoing, or ad‑hoc, and are delivered on a flexible basis depending on your needs.

1. Overview

We offer a range of additional services to support your business beyond connectivity, cloud storage, websites, Wi‑Fi, and cabling. These services are designed to give you expert guidance, hands‑on help, and professional support whenever you need it.

This Schedule explains how these services work, how they are billed, and what responsibilities we both have.

2. Types of Additional Services

Additional services may include, but are not limited to:

2.1 Consultancy

• Technical advice

• Network planning

• Infrastructure reviews

• Digital strategy

• Technology roadmapping

• System audits

2.2 Training

• Website training

• FileCloud user training

• VoIP system training

• Cybersecurity awareness

• Device or software onboarding

2.3 Ad‑Hoc Support

• Troubleshooting

• Fixing issues not covered by a care plan

• Emergency support

• Remote assistance

• On‑site visits

2.4 Graphic Design & Branding

• Logo design

• Brand refresh

• Social media graphics

• Marketing materials

2.5 Content & Creative Work

• Copywriting

• Photography (if offered)

• Video editing (if offered)

2.6 Technical Services

• Device setup

• Software configuration

• Account migrations

• Email setup

• DNS changes

• Security hardening

2.7 Any other service agreed in writing

This schedule is intentionally flexible to cover future offerings.

3. Scope of Work

For each additional service, we will:

• define the scope clearly,

• outline deliverables,

• provide estimated timelines,

• confirm pricing,

• agree on any dependencies.

Work begins once the scope is approved.

4. Pricing & Billing

Additional services may be billed:

• hourly,

• per session,

• per project,

• or as part of a package.

Your quotation or invoice will specify the rate.

4.1 Hourly work

Hourly work is billed in 30‑minute increments unless otherwise stated.

4.2 Emergency or out‑of‑hours work

This may incur higher rates, which will be communicated clearly before work begins.

5. Client Responsibilities

You agree to:

• provide accurate information,

• supply required access or credentials,

• ensure staff attend training sessions on time,

• provide timely feedback,

• maintain a safe working environment for on‑site visits.

Delays caused by missing information or access may extend timelines or incur additional charges.

6. Deliverables

Deliverables vary depending on the service and may include:

• written reports,

• recommendations,

• configuration changes,

• training materials,

• design files,

• documentation.

We will always clarify what you will receive.

7. Limitations

We are not responsible for:

• decisions made based on consultancy advice,

• issues caused by third‑party software or providers,

• delays caused by missing information or access,

• the performance of systems outside our control.

We will always act in your best interests and provide honest, practical guidance.

8. Intellectual Property

8.1 You own:

• content you provide,

• final design assets (unless otherwise stated),

• training materials created specifically for your business.

8.2 We own:

• internal templates,

• proprietary processes,

• generic training materials,

• tools and scripts used to deliver services.

We may license certain materials to you for your use.

9. Cancellations & Rescheduling

9.1 Consultancy or training sessions

If you need to cancel or reschedule:

• please give at least 24 hours’ notice,

• late cancellations may be chargeable.

9.2 Project‑based work

If you cancel a project:

• work completed to date will be invoiced,

• deposits may be non‑refundable,

• third‑party costs must be paid.

10. Completion of Work

Work is considered complete when:

• deliverables have been provided,

• agreed tasks have been carried out,

• any final review has been completed.

Further work will be treated as a new request.