Terms of Service

These Terms of Service apply to all IT services provided by GNL Solutions, including ad-hoc support and GNL Protect subscription services.

For GNL Protect subscription clients, the signed Service Agreement provided via DocuSeal forms the contractual agreement between the parties. These Terms apply in addition to that agreement where relevant.

1. About Us

GNL Solutions is operated by:

• Graham Long
• Unit 6a, Hammonds Green Farm
• Hammonds Green, Framfield
• Uckfield, East Sussex TN22 5QH
• Email: graham@gnlsolutions.co.uk
• Phone: 01825 768548

2. Services

GNL Solutions provides IT support services including:

• Remote technical support
• On-site technical support
• System troubleshooting
• Software installation and configuration
• Security assistance
• General IT advice
• Managed support under GNL Protect plans

Services may be provided on a subscription basis (GNL Protect) or on an ad-hoc, time and materials basis.

3. GNL Protect Subscription Services

GNL Protect plans are provided under a separate signed Service Agreement.

That agreement sets out:

• Included services
• Monthly fees
• Device limits
• Payment terms
• Liability limits
• Termination terms

Where there is any conflict between these Terms and the signed Service Agreement, the signed agreement takes precedence.

4. Ad-Hoc Support Services

Where services are provided outside of a subscription plan:

• Work is charged at the agreed hourly rate (standard rate £90 per hour unless otherwise agreed).
• A minimum charge may apply.
• Invoices are payable within 7 days unless otherwise stated.

Ad-hoc services do not include ongoing monitoring, patch management, or proactive maintenance unless specifically agreed in writing.

5. Client Responsibilities

Clients are responsible for:

• Maintaining appropriate backups of data
• Ensuring legal use of licensed software
• Providing accurate information about systems and issues
• Authorising access to devices and networks

GNL Solutions is not responsible for data loss or pre-existing system faults. While reasonable care is taken, no guarantee is given that data recovery will be possible.

6. Payment

• Subscription fees are payable by Direct Debit unless otherwise agreed.
• Where invoicing is agreed, payment terms will be stated on the invoice.
• Late payment may result in suspension of services until payment is received.
• Business clients may be subject to statutory late payment interest under the Late Payment of Commercial Debts (Interest) Act 1998.

7. Limitation of Liability

To the maximum extent permitted by law:

• Liability for ad-hoc services is limited to the amount paid for the specific service giving rise to the claim.
• Liability for subscription services is governed by the signed Service Agreement.

GNL Solutions is not liable for any indirect or consequential loss, including loss of profit, loss of business, loss of data, or business interruption.

Nothing in these Terms excludes liability for death or personal injury caused by negligence or for fraud.

8. Data Protection

Personal data is processed in accordance with the GNL Solutions Privacy Notice available at:

https://gnlsolutions.co.uk/privacy

9. Suspension or Refusal of Service

GNL Solutions reserves the right to suspend or decline services where:

• Payment terms are not met
• Instructions are unlawful
• Behaviour is abusive or inappropriate
• Continued service presents unacceptable risk

10. Governing Law

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

11. Updates to These Terms

These Terms may be updated from time to time. Continued use of services after updates take effect indicates acceptance of the revised Terms. The latest version will always be available at:

https://gnlsolutions.co.uk/terms-of-service

Last Updated: 25 February 2026