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All the things we both agree to when doing business.

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Cookies & Privacy Policy

This website, which is located at https://northrook.com, as well as all sub-pages, makes use of cookies. The Cookies & Privacy Policy explains what data we may collect, what cookies are, what they're used for, how third-parties may use cookies on the website, and your choices regarding cookies and further information about them.

What data do we collect?

When contacting Northrook in one way or another, such as by e-mail, contact form, in person or by phone, we may collect your name, business name, VAT number, phone, e-mail and other relevant information to conduct business. In addition, we may collect and process your data when you do any of the following:

  • Use, order or inquire about products or services.
  • Complete any form of customer survey or provide feedback.

How will we use this data?

Personal data such as contact and business information, including billing information is stored and used in order to conduct business.

In addition, we may use your information for any of the following:

  1. Process orders and manage contact relations.
  2. E-mail you with offers when relevant.
    1. You can opt out at any point in time.
  3. E-mail you regarding changes to Terms & Conditions, pricing and Services.
  4. E-mail you to inform about potential security risks and vulnerabilities.
  5. Information may be shared with Agents working to resolve a reported Incident, or when working on a Project.

Where and how do we store your data?

Your data may be stored in one or more locations at a time. Records will be kept for 7 years, after which the data will be deleted from servers and shredded when applicable. Servers and services that may hold your data:

All data stores are behind secure passwords and two-factor authentication.


We may use your information for marketing purposes, such as sending offers and newsletters via e-mail. You can always opt out of these. No third party will receive your data for the purposes of their separate marketing.

Privacy Policies of other websites

This website contains links to other, external websites. This cookie & privacy policy only applies to https://northrook.com. If you follow and link to external websites, we highly recommend reading through their privacy policy before accepting anything.

What rights do I have concerning my data?

Your data is yours, and as such you have several data protection rights. Please contact us if you have any questions or would like to exercise any of the following rights:

  • The Right to Access
    You have the right to request a copy of all the personal data we may hold.
  • The Right to Rectification
    You have the right to request that we correct any information you believe to be incorrect or incomplete.
  • The Right to Erasure
    You have the right to request that we fully delete and erase all personal data we may hold.
  • The Right to Restrict Processing
    You have the right to request that we only use your personal data in a restricted manner, following only your requests. This may hinder operations.
  • The Right to Object Processing
    You have the right to object to the way we handle and process your personal data.
  • The Right to Data Portability
    You have the right to request that we transfer all your personal data to a third party of your choice, or directly to you. If you choose to have the information in a non-digital manner, we may choose to charge for handling and shipping.

All requests are to be made via e-mail to [email protected]

What are cookies

Cookies are small pieces of information stored on your device by your browser and allows websites or third-party services to recognise you and make your next visit easier and offer an often improved experience.

How we use cookies on this website

When you use and access the website, it may place a number of cookie files in your web browser. Cookies placed for the purpose of tracking and analytics will only be placed after you have accepted our cookie policy. We use cookies for the following purposes:

  • To detect if you have accepted the cookie policy, you don't have to click "That's OK!" every time you visit.
  • Tracking via Google Analytics; this helps keep an eye on traffic and usage statistics. All data collected is anonymised and cannot be traced back to anyone.
  • Functionality - We uses these cookies so that the website can recognise you and remember your previously selected preferences.

Your choices regarding cookies

If you'd like to delete or have your web browser refuse cookies, please visit the help pages of your web browser. Under GDPR, you have certain individual rights. You can learn more about these rights in this GDPR guide. Please note that if you delete cookies or refuse to accept them, you might run into slight annoyances such as having to see the Cookie Disclosure Panel each time you visit. Here's a list of guides, if you want to alter your browser's cookie settings.

Where can I learn more?

If you want to learn even more about cookies, you can have a look at AllAboutCookies.org. You are of course also very welcome to contact us if you have any questions or concerns. Please use the contact form below or e-mail us at [email protected]

General Terms & Conditions

These and any accompanying Terms and Conditions define the Service provided by Northrook to the Client, as well as its limitations and conditions.

If you require clarification, please contact us by e-mailing [email protected]

  1. Terminology
    1. Northrook, us, we, our
      Means Martin Nielsen, the owner of Northrook.
      1. Also include Agents working on my behalf.
    2. Client
      The natural person or persons, legal person or entity using or ordering Services or Goods.
    3. User(s) and or End User(s)
      Means the individual making use or receiving benefit of a Service, Asset or Goods.
      1. User(s) referring to the Client or Clients personnel.
      2. End User(s) referring to people of the General Public or Clients customer-base.
    4. Public, General Public, The Public
      People who aren't the Client but part of the general public, often but not limited to, Clients End Users.
    5. Agent
      Someone acting on behalf of someone, this can either be an Agent hired to do work for Northrook on Clients behalf, or an Agent hired by the Client to aid in the Project.
      1. Agents hired by Northrook may not be detailed, but merely referred to as "Agent".
      2. Agents hired by the Client or a third party, will be referred to as "External Agent" or by name or company.
    6. Service
      Work that Northrook does or something Northrook provides, such as but not limited to: web development, hosting, repair, consulting, and relevant Support tasks, such as configuration and remote support.
    7. Asset
      A physical piece of hardware with a serial number. Assets may have been sold or provided to the Client as part of a Project or Service Agreement, or been purchased separately from Northrook or a third party.
    8. Goods
      Physical items being sold by Northrook or a third party. These can include but are not limited to: Assets, paper, toner cartridges, networking cables, chairs, computer mice, keyboards and mounting fixtures.
    9. Support
      Assistance given, either as part of a Service Agreement or billed ad-hoc work hours.
      1. Any specific Support situations will be referred to as an Incident.
    10. Quote
      An offer made by Northrook, these are not binding until accepted, though subject to reevaluation after 30 calendar days.
      1. Quotes must be accepted in writing, either via e-mail, text or letter.
      2. Quotes are considered accepted when Client stated so in written form.
    11. Invoice
      A list of Services and/or Goods, with a statement of the sum due and due date.
    12. Project
      Any large scale work, always presented first as a Quote.
    13. Contract
      An agreement between Client and Northrook, outlining specific agreements, potential supplementary terms and conditions and availability.
      1. All Service Agreement and AfterCare plans are Contract based.
    14. Service Agreement
      An ongoing agreement to update, maintain and/or manage the Service.
    15. AfterCare
      A Service Agreement following a Project, focused on maintaining the Project.
    16. Termination
      The end of Services. Terminated Services cannot be restored.
    17. Suspension of Services
      Temporary suspension of Services, following breach of terms.
  2. Acceptance of Terms and Conditions
    1. It is not necessary for any Client to have physically signed an acceptance of these Terms and Conditions for them to apply.
    2. If a Client accepts a Quote, whether via e-mail, text or verbal communication, the Client then also accepts the relevant Terms and Conditions in full.
    3. Any purchase or use of the Services or Goods provided also signifies that the Client has read and accepted all relevant Terms and Conditions.
  3. Please read all relevant Terms and Conditions carefully.
  4. Availability and Opening Hours
    Regular work hours are Monday through Friday (excluding public holidays), 9:00am to 5:00pm (09:00-17:00) GMT, following Summer/Winter time appropriately.
    1. Availability may differ for Clients with a Service Agreement or AfterCare plan, see your Contract for details, or contact us.
  5. Assignment
    Northrook may assign or subcontract any work to Agents as we see fit. Examples may include but is not limited to: photography, artwork, speciality software contractor.
    1. Any work performed by Agents may fall under external terms and conditions, in cases where this applies, the Client will be informed.
    2. The Client will not be billed additionally for any work carried out by Agents, unless they have been informed of such in advance.
      1. In cases where we contact External Agents on Clients behalf, the Client understands and accepts any associated costs and risks.
      2. In cases where we requested or required to use an External Agent on Clients behalf, we will work under the assumption that the Client has read and understood any terms and conditions that External Agent may have.
  6. Confidentiality
    Northrook and any Agent that may be acting on our behalf, will never disclose any information or method of conducting business concerning any Client, End User of Clients or any third party related to any Client, except when it is required by law or to the extent that such information may become public knowledge.
  7. Prices and Billing
    1. Current list price per hour: £60.
    2. All prices listed on this website exclude UK VAT.
      1. You can see the current VAT rate here.
    3. Ad-hoc hours are billed in 60 minute increments.
      1. Ad-hoc hours are billed only in full increments. Example: At £60/hour, 70 minutes will be £120.
    4. Ad-hoc hours for Clients with a Service Agreement or AfterCare plan are billed in 15 minute increments.
      1. Ad-hoc hours are billed only in full increments. Example: At £60/hour, 70 minutes will be £75.
    5. Prices are subject to change
      1. Prices on Quotes and ongoing Contracts will not be affected during their valid period.
      2. Clients with Service Agreements, AfterCare plans and ongoing Contracts will be made aware of any future price changes at least 30 calendar days in advance.
  8. Project Billing
    1. Projects over £1000 are billed based on the "40/40/20" model:
      1. 40% deposit to be paid before any work is to commence.
      2. 40% upon Project delivery or when the Project is handed to the Client, whichever comes first.
      3. 20% to be paid when Client is satisfied and all post-launch tests and validations are complete, though no later than 14 days after the Project delivery.
      4. The Client may choose to pay the entirety up front, if they so desire.
    2. Projects under £1000 are billed before work is to commence.
    3. Any work outside the defined scope of the Project will be subject to ad-hoc hours billing.
      1. A special rate may be agreed upon for Projects with floating parameters.
  9. Payment
    1. Invoices will be sent via e-mail to the Client.
      1. Unless otherwise specified in the Invoice, Invoices are due within 7 days of receipt.
        1. Any Invoices that remain unpaid 30 days after the date stated on the invoice, will be assessed a service charge of 1.5% or £30, whichever is highest, per month of the total amount due.
    2. Invoices must be paid via the information provided in the e-mail or on the Invoice itself.
    3. If there are any problems during the payment process, the Client is expected to make contact immediately. Contact information can be found on the Invoice, as well as at the bottom of every page on Nothrook.com.
  10. Additional Expenses
    1. The Client agrees to reimburse the cost of any additional expenses necessary for the completion of a Project or agreed upon Service.
      1. Examples: purchase of special fonts, travel or photography requested or required by the Client.
    2. The Client will be made aware of any purchases in advance.
      1. Exact estimate amounts cannot be guaranteed, in events where the estimate varies more than 15% in the difference, the Client will be contacted before the purchase is finalised.
    3. The Client will receive receipts for any and all purchases as proof.
  11. Refunds
    There are generally speaking no refunds. All transactions are final.
    1. In the rare cases where a refund of some manner is agreed upon, the Client accepts and agrees that it may take up to 30 business days for such a refund to be processed.
    2. Depending on the case, Northrook may choose to only partially refund the Client. Any such partial refunds will be made fully clear in the proceedings leading up to the refund exception.
  12. Licensed Software, Patents and Copyrights
    1. The Client acknowledges that any software or Assets they may use are covered by their individual Patents, Copyrights and Terms of Service.
    2. It is the Clients responsibility to ensure they adhere to these.
    3. The Client acknowledges that any Software used under license may only function as long as they hold a valid license.
    4. Any and all software provided by Northrook is licensed solely for the Clients use unless otherwise detailed in written form.
    5. Licenses required for Web Service functionality are licensed for use with the Web Service provided by Northrook.
      1. Web Services include but are not limited to: websites, web design, eCommerce platforms, Customer Relations platforms.
      2. Should the web service be moved or otherwise managed by another provider than Northrook, these licenses may be void.
      3. If you sell your Web Service to another owner, licenses will transfer to the new owner.
      4. Licenses may transfer to another provider, if such an agreement has been made prior to the transfer. Please contact us if you wish to move to another provider.
    6. Under no circumstances does the use, acquisition or maintenance of any Software transfer copyright to the Client or End User.
  13. Passwords & Security
    While Northrook may make recommendations on password hygiene and best practices, it is ultimately up to the Client to ensure the safety and security of their passwords and any device they may use to access any service or website.
  14. Lawful use
    The Client agrees that any service provided shall on be used for lawful purposes. That includes but is not limited to
    1. Gambling rules within any country the service is designed for.
    2. Advertisement rules within any country the service is designed for.
  15. Warranty
    Due to the nature of the work that Northrook performs, there is no warranty on hourly work, either ad-hoc or as part of a Project. Each increment is billable regardless of the outcome of said work. While we will make recommendations on the level of effort required to implement a solution or fix an issue, it is up to the Client to set a cap on the number of hours spent.
    1. All successful physical repairs carried out by Northrook or an Agent acting on our behalf shall be guaranteed for a period of 90 days. This guarantee does not affect the Clients statutory rights.
      1. The guarantee covers parts and labour associated with remedying issues directly associated with the previous repair. Example: We successfully replace a component in a device, and that specific component fails within 90 day, it will be covered by warranty. Any other components that might fail are not covered by this guarantee.
      2. Does not cover new errors or malfunctions due to restored functionality, such as other components failing due to the repair. Example: The successful repair of a power demanding component may cause a weakened power supply to fail.
        1. Northrook will make best endeavours to ascertain the likelihood of such events. The Client agrees and understands that precognition is not a possibility, and as such, despite best efforts, components may fail.
      3. The guarantee does not cover data in any aspect.
    2. Assets and Goods may come with their own warranties.
      1. Unless otherwise stated in a Service Agreement, it is responsibility of the Client to make use of these. We may at times elect to assist the Client with any associated paperwork.
      2. We cannot guarantee outcomes of any such warranty repairs.
    3. The Client accepts that all Assets, including servers (both cloud and on-site), software and Goods can in some cases be supplied in a defective or damaged state, requiring additional time for warranties and/or replacements.
      1. These defects and damages may develop over time, even well beyond any warranty or estimated service life.
      2. The Client acknowledges that it is the job and mission of Northrook to only reduce this risk, and that it is effectively impossible to entirely eliminate such risk entirely.
  16. Termination and Suspension
    1. Should the Client wish to terminate their use of Services, the Client must do so in a written notice by e-mail to the address [email protected], at least 30 days in advance of the relevant renewal date.
    2. Should the Client fail to provide payment of Services, proof of copyright material or use the Service for illegal acts, the Client may face Termination or Suspension of Services
    3. If a Client's account has been suspended, a reactivation fee of £15 may be charged in addition to potential service charges caused by late payment. There are no refunds.
    4. If a Client fails to pay a reactivation fee or make contact within an acceptable time period, the Service will be Terminated.
      1. Terminated Services cannot be recovered or restored.
  17. Liability
    The Client agrees that Northrook or any Agent acting on our behalf, shall under no circumstances be liable for any of the following:
    1. Loss or damages caused by inaccuracy or omission of information.
    2. Loss or damages due to delay or error beyond the reasonable control of Northrook or any Agent.
    3. Loss or damages to provided content due to Client edits, deletion, cropping or omission.
    4. Loss or damages due to unexpected interruption of the Clients business; beyond the reasonable control Northrook or any Agent acting on our behalf.
    5. Loss or damages due to forgotten or compromised passwords, hardware and / or software.
    6. Loss or damages due to deletion, changes or edits to files, systems, services and / or databases performed by the Client.
  18. Indemnity
    1. Any and all Projects, Services, Assets and Goods are intended by Northrook to be used for lawful purposes only.
    2. The Client agrees to indemnify and hold Northrook, and/or any Agent acting on our behalf, exempt from any claims resulting from the Client’s use of Projects, Services, Assets and Goods that may damage or harm any other party.
  19. Governing Law
    These and all relevant Terms and Conditions and any agreements formed on their basis shall be governed by English Law.
    1. Severability
      In the event that any one or more of the provisions found in these or any accompanying Terms and Conditions provided or located at northrook.com/legal are found to be invalid, void or unenforceable, the remaining provisions shall remain valid and enforceable according to its Terms.
  20. Force Majure
    Neither party shall be held liable or responsible to the other party nor be deemed to have defaulted under or breached these or any accompanying Terms and Conditions for failure or delay in fulfilling or performing any term of this agreement to the extent, and for so long as, such failure or delay is caused by or results from causes beyond the reasonable control of the affected party including but not limited to: fire, floods, embargoes, war, acts of war (whether war be declared or not), acts of terrorism, insurrections, riots, civil commotions, strikes, lockouts or other labour disturbances, acts of God or acts, omissions or delays in acting by any governmental authority or the other party.

Websites & Web-Services

When agreeing to the Websites & Web-Services Terms and Conditions, you also agree to our General Terms and Conditions.

If you require clarification, please contact us by e-mailing [email protected].

  1. Quotes, Charges & Client Review
    1. Upon contact, Northrook will gather information as to the scope of the Project, and a Quote will be drafted and e-mailed to the Client.
      1. Quotes are considered valid for 30 days only, after which Northrook has the right to alter the Quote to reflect potential market changes as we see fit.
      2. Once the Client has reviewed the Quote, the Client may suggest changes as they see fit, any discrepancies should be reported immediately.
      3. Once the Client is satisfied with and has accepted the final Quote in a clear manner, a confirmation e-mail will be sent.
    2. Any and all Projects may require an advance payment minimum of 40% of the accepted Quote before any work is supplied for Client Review.
    3. During development of the Project, the Client may receive unfinished samples for review, to ensure quality and accordance with Clients wishes, the Client accepts and understands that any such samples are not final deliveries, and as such are not to be published, and are unlikely to fully reflect the finished Project.
    4. After the development stage, when the Project meets Quote requirements, and is considered ready, another 40% will be charged. At this stage, the Project will be made available to the Client, who has 7 weekdays to review the Project and request changes.
      1. Any changes not in accordance with the original Quote, may be subject to additional charges or rejected outright.
      2. After the 7 weekdays, or when the Client has stated in a clear manner that the Project is completed to satisfaction, the remaining 20% will be charged, and the Project made available in a completed state.
  2. Delivery and Content Control
    1. The Project will be delivered to the Client in agreement with the method and date specified in the accepted Quote.
    2. Should the Project for any reason be delayed, we will promptly contact the Client and inform them of such.
      1. In the event that the agreed upon date is overshot, the Client may be offered compensation.
    3. The Client agrees to delegate a single person as primary contact to aid in progressing the Project in an expedient manner.
      1. The delegated person will be the point of contact between the Client and Northrook, and must be able to accept and approve changes as well as provide content and information about the Client as needed to deliver the Project.
    4. Unless specified in the Quote, it is the Clients responsibility to provide content for the Project, such as text, images and videos.
      1. Failure to provide content in due time, may result in an unfinished or delayed Project.
    5. Should the Client fail to provide content at the specified delivery date, the Client will be charged the remainder of the Quote, and the Project either delivered as is, or put on hold, at Clients request.
  3. Browsers and Compatibility
    1. We strive to make our work function and look the best when viewed by the majority of visitors. This means that all Projects will be made to work with modern and popular browsers, such as Mozilla Firefox, Google Chrome, Apple Safari, and Microsoft Edge, as well as their Mobile equivalents.
      1. More often than not, this also means that the Project cannot possibly look exactly the same across all platforms.
    2. The Project is made to look and function the best in the browser used, and on older browsers and Mobile, this sometimes means sacrificing fancy features for accessibility whenever required.
    3. The Client agrees that Northrook cannot guarantee complete functionality across all possible platforms available, and that possible future versions of browsers, may cause the Project to not be viewed correctly.
      1. Clients with active AfterCare plans will receive ongoing updates to maintain functionality as long as the plan is active.
  4. Deprecated Browsers
    1. Deprecated browsers such as Internet Explorer 11 and earlier will not be catered to, unless otherwise specified.
    2. Should the Client request compatibility with a deprecated browser, the Client accepts that absolutely no guarantee of functionality will be given.
      1. This is due to the sheer number of deprecated browsers in existence.
      2. If the Client requires full functionality with a specific deprecated browser, for example Internet Explorer 11, we will certify and validate functionality with the required deprecated browsers.
      3. Note that some deprecated browsers may require a significant financial investment for full functionality.
      4. Full feature parity cannot be guaranteed regardless of financial investment.
      5. The Client understands and accepts that the Project will require additional work hours and charges.
  5. Copyright
    1. The Client retains the copyright to any content they provide, such as text, images, logos and videos, as well as grant Northrook the right to publish and use the provided material as needed to fulfil the Projects goals.
    2. The Client must obtain permission and rights to any content that is copyrighted by a third party, to be used as part of the Project.
    3. It is solely the Client's responsibility to ensure that rights have been granted.
      1. Evidence of permissions may be requested, failure to provide such may result in Termination.
  6. Media Delivery
    1. Unless otherwise specified, the Project will be delivered in appropriate formats either via e-mail, USB drive or direct upload to Clients server of choice.
    2. Any graphics designed by Northrook will be delivered in high quality, using modern formats appropriate for the graphic in question.
    3. Should a photographer be hired by Northrook, we will ensure that the photographer delivers high quality photos in modern standards, both in a web optimised format and high quality render.
  7. Design Credit
    1. If the Project is a website, the Client may be offered a rebate in exchange for a credit note with a link to our website (https://northrook.com) in the footer, as either small type by Northrook and/or logo. This will be made to fit the design of the website.
    2. The rebate will constitute 5% of the Project estimated cost, but will never exceed £250.
    3. We retain the right to place the aforementioned design credit if the Client makes use of any of our rebate programmes, including our charity rebates.
      1. Regardless of credit note, we retain the right to present the Project in our portfolio.
  8. Reasonable Access Requirement and Cooperation
    If the Project is to be hosted on a web service that Northrook does not provide, the Client is required to provide us with relevant login credentials to the desired service, with appropriate administrative rights.
    The Client is required to provide access to required services such as FTP, SQL, cPanel, WordPress and other technologies. Should the Client be unwilling to provide such access, we retain the right to terminate the Project.
  9. Third Party Alterations
    1. Northrook cannot assume responsibility for changes in services provided by the Client, third parties, such as Google, Facebook and other service providers or External Agents.
  10. Domains
    1. Upon Client request, Northrook may purchase Domain Names on behalf of the Client.
    2. The Client shall fully reimburse the cost of the Domain, any renewal is the responsibility of the Client.
    3. The Client is required to provide a valid and existing e-mail and contact information to properly register the Domain in the Client or Clients company name.
    4. The Client should keep a record of the due dates for payment to ensure that payment is received in good time.
      1. Failure to pay the Domain renewal may result in the Project becoming inaccessible by the general public.

Hosting Services

When agreeing to the Hosting Services Terms and Conditions, you also agree to our General Terms and Conditions.

If you require clarification, please contact us by e-mailing [email protected].

  1. Defining the Service
    Northrook provides a business-class hosting solution for websites and web services.
    1. Hosting is designed for the purpose of hosting websites and eCommerce platforms.
  2. Contacting the Supplier
    Any questions or issues are to be addressed via e-mail [email protected].
    1. Telephone support shall only be provided as part of the Service only when the problem has been raised via email or the contact form.
    2. The Client is required to supply the Domain name or IP in question, as well as the e-mail used to register the Service.
  3. Cost of Service
    1. The Cost of Service can be found on the supplied Quote or Invoice.
    2. Unless otherwise specified in an agreement with the Client, all Hosting fees are charged annually, priced monthly.
    3. Any changes to these prices shall be notified via email to all existing Clients at least 30 days in advance. Any Services already paid for will not be charged the excess.
    4. All Services are charged annually, failure to renew the annual subscription may result in Service Suspension.
      1. If a Client's account has been suspended, a reactivation fee of £15 may be charged in addition to potential service charges caused by late payment.
      2. If the Client has asked for automatic renewal, the service will be charged annually regardless of use.
  4. Accessing the Service
    The Client will receive a login, password and either direct IP or link to cPanel access on configured Domains. The login username may be chosen by the Client, the password will be auto-generated, the client is strongly encouraged to change this password.
    The Client is furthermore encouraged to activate two-factor authentication, to further ward against unwanted cPanel access.
  5. Forgotten passwords
    Should a Client forget the password, a reset request may be sent to [email protected] The first 10 password reset requests are free, the counter resets 12 months after the first reset is requested.
  6. Client Provided Data
    Should the Client be registering the Service on behalf of a third party, the Client hereby confirms that they have acquired prior written consent to do so, and received proof of third parties agreement to relevant terms and conditions. The Client hereby indemnifies me, Martin Nielsen, against any actions or legal proceedings from any third parties relating to any such registrations.The Supplier shall ensure that the Client data is managed in accordance with the Privacy Policy.
  7. Physical location
    Northrook may choose to move hosted data from one server to another.
    1. The client will be notified in advance, downtime minimised, no compensation as long as the Client is notified in advance.
    2. Every effort will be taken to ensure minimal if any downtime to the hosted service.
      1. This includes migrating data to multiple servers in cases where the Client has chosen redundant, fail-over and / or Content Delivery Network services.
  8. Limitations
    The Hosting service may not be used for any of the following unless a special agreement has been arranged with Northrook.
    1. Hosting of a video platform, including but not limited to websites with the express purpose of streaming, displaying, uploading or distributing video content in any format.
    2. Distribution and hosting of illegal content in accordance with English Law.
    3. Dedicated file hosting of any kind, including allowing End Users to upload files for the express purpose of delivering files to other End Users.
    4. Backup solution other than the web service hosted.
      1. This includes using the hosted service as a backup target for any other service, machine or solution.

Tech & Support Services

When agreeing to the Tech & Support Services Terms and Conditions, you also agree to our General Terms and Conditions.

If you require clarification, please contact us by e-mailing [email protected].

  1. Requesting
    1. Support requests can be made via e-mail, text or verbal communication.
    2. The Client will endeavour to request Support as soon as possible, to ensure a swift response to any Incident.
      1. Should the Client delay for any reason, the Client understands and accepts that the Incident may escalate and cause additional or unforeseen impact.
    3. Upon receiving a request for Support regarding an Incident, Northrook will take action based on the severity of the situation, always endeavouring the fastest response and resolution time possible.
    4. The Client will provide answers on a best efforts basis as to the nature of the Incident.
      1. Based on this, an estimate of the scale and cost of resolution will be provided if possible.
    5. Should the Client wish to inquire about the progress of an ongoing Support case, they may do so by e-mailing [email protected]
  2. Delivery
    Support, whether on-site or via remote support utilities, will be delivered to the Client in accordance with our internal support schedule. The Client may as such be supplied with a date and time where the Support will take place.
    1. The speed and availability may differ for Clients with a Service Agreement or AfterCare plan.
    2. We may choose to take immediate action at our discretion.
    3. On-site service is NOT provided as a standard, unless explicitly stated in a Service Agreement or AfterCare plan.
    4. On-site service availability depends on location.
  3. Scheduled Maintenance
    Planned reboots, backups and such are at no extra cost to the Client.
    Scheduled actions are not guaranteed to happen at the exact point in time stated.
  4. Urgent Action
    In some cases, it may be necessary to make certain critical decisions to prevent loss of data or significant downtime for the Client. In these cases, Northrook will always endeavour to make the decision with the highest probability of success.
    This is most relevant when dealing with deprecated Assets, such as old computers, storage drives, poorly configured solutions.
    1. The Client agrees to pay any associated costs in these cases.
    2. Despite best efforts and any cost incurred to the Client, Northrook provide no guarantee of success.
  5. Reasonable Access
    1. We require administrator level access and logins when needed.
    2. Physical access to premises for on-site support.
      1.  Should we or any Agent acting on our behalf arrive at Client premises, only to find it closed, or access otherwise be hindered, we will endeavour to contact the Client.
      2. In cases where we cannot be provided access to the site or premises, we reserve the right to bill in full for the quoted time.
      3. In cases where we are delayed due to issues regarding access to site or premises, we reserve the right to bill for the time spent waiting.
      4. While we always endeavour to return the Asset or affected on-site location to an acceptable operational state, there may be some cases, depending on the nature of the Incident, where it simply may not be possible due to changes made in software or hardware. In these rare cases, the Client will be informed as soon as possible.
  6. Support
    It may be necessary to install a remote support utility to facilitate Support.
    Refusal of this will make any remote Support impossible, and may significantly impact on-site Support.
    1. The Client will under no circumstances gain ownership or rights to any utility installed or used to facilitate any level of Support.
    2. The Client will be made aware whenever it is necessary to install a utility granting remote access.
    3. The Client acknowledges and agrees that I may have full or partial control and access during any Incident. This is not necessarily limited to an active session, and I may as such have access to files and remain able to take action even when there is no easily visible connection.
    4. Once the Incident has been resolved, I will sever the connection and no longer have access to the Client Asset.
    5. When configuring or installing third party software, it is the Clients responsibility to ensure proper licensing. In cases where the Client request I provide, access or purchase licenses on behalf of Client, they will reimburse any such costs.
    6. During the Support Request, I may provide advice on software and third party solutions. Should the Client choose to act on these, the Client will be liable for any associated costs, such as setup and licensing. The Client agrees not to hold me responsible for any issues with suggested software or solutions unless said solution is provided directly by me.
    7. I reserve the right to make changes to Clients configuration in any way I see necessary to resolve the incident. This includes but is not limited to: hardware, software, cloud services.
      Whenever these changes may incur an additional cost for the Client, I will seek to gain acceptance beforehand. Additional charges may include costs of repair, replacing damaged or worn down components, printer toner, licensing costs, cloud storage or resources.
      1. The Client agrees to pay any associated costs in these cases.
      2. Despite best efforts and any cost incurred to the Client, I provide no guarantee of success.
  7. Exclusions
    1. I retain the right not to install, configure or otherwise Support any software that does not have a valid license.
    2. I retain the right to refuse to support any Asset that has been modified, repaired or tampered with by Client or third party.
    3. I will not be held responsible for any data corruption or loss, howsoever caused. Should any data loss occur, I will attempt at a best efforts basis to recover said data. Should a specialist third party data recovery specialist be required, then the Client will be liable for any associated costs.