IT Support Retainer Terms & Conditions

Last updated: June 2026

These terms apply specifically to monthly IT support retainer agreements between The IT Workshop (“we”, “us”) and the client (“you”). They supplement our general Terms of Service and should be read alongside them.

1. What’s Included

Your retainer plan includes the services specified at the time of purchase. Unless otherwise agreed in writing, a standard retainer includes:

  • A set number of remote support hours per month (as specified in your plan)
  • Priority response times for support requests
  • Proactive system monitoring and health checks (where applicable to your plan)
  • Access to our support email and ticketing system during business hours (Mon–Fri, 9am–5:30pm GMT)

Unused support hours do not roll over to the following month unless explicitly agreed in writing.

2. Response Times

We aim to respond to all retainer support requests within the following timeframes:

  • Critical issues (system down, security breach): within 2 hours
  • High priority (significant business impact): within 4 hours
  • Standard requests: within 1 business day

Response times apply during business hours only unless an out-of-hours agreement is in place.

3. Billing & Payment

Retainer fees are billed monthly in advance. Payment is due on the same date each month as the original sign-up date. We accept payment via the methods available at checkout. If payment fails, we will notify you and allow a 5-day grace period before suspending services.

4. Fair Use

Retainer plans are designed for reasonable business use. We reserve the right to discuss usage with you if support requests consistently and significantly exceed the hours included in your plan. In such cases, we will agree additional hours at our standard hourly rate before proceeding.

5. Cancellation

You may cancel your retainer at any time with 30 days’ written notice sent to support@theitworkshop.uk. Cancellations take effect at the end of the current billing period. No refunds are issued for partial months. We may cancel the retainer with 30 days’ notice if we are unable to continue providing the service.

6. Changes to Your Plan

You may upgrade your retainer plan at any time. Downgrades take effect at the start of the next billing period. We reserve the right to adjust retainer pricing with 30 days’ written notice.

7. Out-of-Scope Work

Work that falls outside your retainer plan (e.g. major infrastructure projects, hardware procurement, on-site visits not included in your plan) will be quoted separately and agreed in writing before work begins.

8. Confidentiality & Data

All client data accessed during the retainer is handled in accordance with our Data Processing Agreement and Privacy Policy.

9. Liability

Our liability under a retainer agreement is limited to the total fees paid in the 3 months preceding any claim. We are not liable for indirect losses, including loss of data or business interruption, except where caused by our gross negligence.

10. Governing Law

These terms are governed by the laws of England and Wales.

11. Contact

For questions about your retainer or these terms, contact us at support@theitworkshop.uk.