The Role of Artificial Intelligence in IT Support

1) TERMS OF SERVICE – Nexus-UK LTD.

Last updated: 27 February 2026

These Terms of Service (“Terms”) apply to (a) your use of the Nexus-UK-Hub website, portals, accounts, and online tools (the “Site”), and (b) all services we supply to you (the “Services”), including (without limitation) IT support, managed services, troubleshooting, installations, maintenance, remote support, onsite support, consultancy, cloud services, network and cybersecurity services, vulnerability and hardening work, firewall/router configuration, endpoint security assistance, CCTV/IP camera supply/installation/configuration/support, access control and monitoring-related configuration, smart home and IoT device installation/configuration/support, and any related products and Deliverables.

By using the Site or purchasing/using our Services, you agree to these Terms. If you do not agree, do not use the Site or Services.

If you do not agree to these Terms, do not use the Site or Services.

1) About Us

Company name: Nexus-UK Ltd
Registered address: 83 Langbrook Road, London, England, SE3 8QZ
Trading address: Mayfield Road, Biddulph, Stoke-on-Trent, ST8 6LU
Company number: 16958629
VAT number: N/A
Email: uk@e-mail.nexus
Phone: +447782133272
Primary contact: Support Team

We provide our terms in a way that can be stored and reproduced, as required for online contracting.

2) Definitions

• “Business Day” means Monday to Friday, excluding public holidays in England & Wales.
• “Client / you” means the person or organisation that purchases Services and/or uses the Site.
• “Consumer” means an individual acting for purposes wholly or mainly outside their trade, business, craft, or profession.
• “Order” means any order, statement of work (SOW), support plan signup, quote acceptance, ticket, checkout purchase, or other request for Services that we accept.
• “Deliverables” means any outputs we provide (reports, documentation, configurations, code, designs, recommendations, diagrams, recordings where applicable, or other work products).
• “Client Data” means all data and information you provide, upload, transmit, or make accessible to us in connection with the Site or Services, including Personal Data and any footage, images, audio, logs, telemetry, or device data.
• “Personal Data” has the meaning given in UK data protection law.
• “CCTV System” includes CCTV, IP cameras, doorbell cameras, NVR/DVR systems, cloud recording, access control cameras, and associated apps/services.

3) Contract formation

3.1 Quotes are valid for [30] days unless stated otherwise.
3.2 A contract forms when we accept your Order in writing (including email), start providing Services, or you pay an invoice (whichever happens first).
3.3 If there is a conflict, the order of priority is: (1) SOW/Order, (2) any SLA, (3) these Terms, (4) proposal/quote, unless we expressly state otherwise.

4. Scope and delivery of Services

4.1 We will provide the Services described in the relevant Order.
4.2 Timescales are estimates unless expressly agreed as binding in writing.
4.3 Changes to scope, requirements, site conditions, device choices, or assumptions may require a change to fees and/or timelines. We will inform you and, where appropriate, agree changes in writing before continuing.
4.4 We may provide Services remotely and/or onsite, depending on the Order. On-site delivery requires access, safe working conditions, and compliance with any building/site rules.
4.5 Where the Services involve cybersecurity, CCTV, or smart home/IoT systems, you acknowledge that performance and reliability may depend on third-party networks, firmware, vendor services, and your premises’ conditions (Wi-Fi coverage, cabling routes, power, interference, building materials, etc.).

5. Client responsibilities

5.1 You must provide timely and accurate information, instructions, and access (including admin credentials/permissions where needed) to allow us to deliver the Services.
5.2 You are responsible for maintaining adequate backups unless the Order states we are responsible. If you request work without an up-to-date backup, you accept the risk of data loss.
5.3 You must ensure you have all necessary rights, licences, consents, and permissions to provide Client Data and to allow us to access, troubleshoot, and modify systems as required for the Services.
5.4 You must ensure any premises work areas are safe, accessible, and suitable (including sufficient power, clear access to equipment, and safe ladder/loft access if required).
5.5 You are responsible for your internet connection and internal wiring/cabling unless the Order states we supply/modify it.
5.6 You must use our advice and Deliverables responsibly. If you choose not to follow security or stability recommendations, you accept increased risk.
5.7 Where delays or additional work arise due to your actions/omissions (including late responses, incomplete information, lack of access, or third-party delays outside our control), we may adjust timelines and charge additional fees at our standard rates.

6. Lawful use, authorisation, and prohibited requests

6.1 You must not request or use the Services for unlawful activity, including any form of unauthorised access, interception, surveillance, or monitoring.
6.2 You confirm you own or have explicit authority to administer any systems, networks, accounts, devices, properties, or CCTV Systems we work on.
6.3 We will refuse requests that we reasonably believe are unlawful or would facilitate wrongdoing, including (without limitation) hacking, credential theft, covert surveillance, or installing/using cameras in ways that are illegal or violate others’ rights.
6.4 You are responsible for ensuring your own use of CCTV Systems complies with applicable law and guidance, including appropriate signage/notice where required, and respecting neighbours/third parties.

7. Accounts, credentials, acceptable use and security

7.1 You must keep account credentials confidential and use reasonable security measures (strong passwords, MFA where available, secure devices).
7.2 You must notify us promptly if you suspect unauthorised access, compromise, or a security incident affecting systems relevant to the Services.
7.3 You must not use the Site or Services to:
(a) break the law or facilitate unlawful activity;
(b) distribute malware, conduct phishing, or attempt unauthorised access;
(c) interfere with or disrupt networks/systems;
(d) infringe intellectual property rights; or
(e) upload/transmit content you do not have the right to use.
7.4 We may suspend access to the Site/Services where reasonably necessary to protect systems, Client Data, our other clients, or to comply with legal/regulatory requirements.

8. Fees, invoicing and payment

8.1 Fees are as stated in the Order and are exclusive of VAT unless stated otherwise.
8.2 Invoicing will be as stated in the Order (e.g., upfront, monthly in advance, monthly in arrears, or milestone/time-and-materials).
8.3 Payment terms are 15 days from invoice date unless stated otherwise.
8.4 Unless expressly included in an Order/support plan, Services are provided on a time-and-materials basis at our standard rates, and any additional work requested outside scope will be chargeable.
8.5 If payment is overdue, we may (a) charge reasonable interest and recovery costs as permitted by law, and/or (b) suspend Services until payment is received.
8.6 You are responsible for all charges from third-party providers you choose or instruct us to use (e.g., cloud storage for recordings, camera subscription plans, broadband, SIM/data plans, domains, licences), unless the Order states we supply them.

9. Products, hardware and device compatibility

9.1 If we supply hardware (including cameras, NVR/DVRs, routers, switches, sensors, hubs, smart locks, doorbells, or other IoT devices), ownership transfers to you once paid in full.
9.2 Unless the Order states otherwise, manufacturer warranties apply to hardware, and you may need to deal with the manufacturer for warranty claims; we can assist and may charge for time if not included in your plan.
9.3 We are not responsible for vendor decisions, discontinued features, forced firmware updates, app changes, cloud service shutdowns, or subscription requirement changes.
9.4 Compatibility depends on your environment and third-party platforms. We will use reasonable efforts to configure systems, but we cannot guarantee ongoing compatibility where third parties change their systems.

10. CCTV/IP cameras and smart home/IoT specifics

10.1 Placement and coverage: You are responsible for approving camera placement, fields of view, and recording settings. Environmental factors (lighting, glare, weather, obstructions, distance) affect image quality and detection performance.
10.2 Retention and storage: Recording retention depends on storage size, resolution/bitrate, motion settings, and cloud plan limits. Unless the Order states otherwise, you are responsible for selecting retention requirements and ensuring adequate storage.
10.3 Privacy settings: You are responsible for configuring and using privacy features (masking, zones, motion areas, audio recording settings) in accordance with your legal obligations.
10.4 Smart home reliability: Smart home/IoT devices may fail due to Wi-Fi coverage, interference, ISP outages, vendor outages, or firmware updates. Automation routines may be disrupted by third-party changes.
10.5 Critical systems: CCTV and smart home/IoT are not a guaranteed substitute for a monitored alarm service, emergency response service, or life-safety system unless expressly stated in the Order. You should not rely on them as the sole measure for safety-critical use.

11. Third-party services and subcontractors

11.1 Some Services depend on third-party networks and platforms (e.g., Microsoft, Google, ISPs, hosting providers, camera vendors, cloud recording providers, app stores, payment processors). Third-party terms and acceptable use policies may apply.
11.2 We are not responsible for third-party outages, discontinuations, price changes, or policy changes, but we will reasonably assist you with escalation and workarounds where appropriate.
11.3 We may use subcontractors to deliver parts of the Services. We remain responsible for our contractual obligations, subject to these Terms.

12. Support, service levels and maintenance

12.1 Support hours, response targets, and service levels (if any) are stated in the Order/support plan/SLA.
12.2 If no SLA is stated, support is provided on a reasonable endeavours basis during Mon–Fri 09:00–17:30 UK time, excluding public holidays. If you have purchased a 24/7 support service, the support hours and response targets will be as stated in your Order/support plan/SLA.
12.3 Planned maintenance may be required. We will use reasonable efforts to schedule maintenance to minimise disruption and to provide notice where feasible.
12.4 Emergency work outside support hours may be chargeable at enhanced rates unless included in your plan.

13. Intellectual property and licences

13.1 Each party retains ownership of intellectual property it owned before the contract.
13.2 Unless the Order states otherwise, upon full payment, we grant you a non-exclusive, non-transferable licence to use the Deliverables for your own internal or business purposes.
13.3 Deliverables may include third-party components and/or open-source software, which are licensed under their own terms. You agree to comply with those terms.
13.4 We retain all rights in our tools, scripts, templates, know-how, processes, and generic improvements developed during delivery, provided we do not disclose your confidential information.

14. Confidentiality

14.1 Each party will keep the other’s Confidential Information confidential and will only use it to perform its obligations and exercise its rights under these Terms.
14.2 Confidentiality obligations do not apply to information that: (a) is or becomes public other than through breach; (b) was lawfully known before disclosure; (c) is independently developed without reference to the Confidential Information; or (d) must be disclosed by law, court order, or regulator (in which case the disclosing party will be notified where lawful and practicable).

15. Data protection (UK GDPR and Data Protection Act 2018)

15.1 Each party will comply with applicable data protection law, including the UK GDPR and the Data Protection Act 2018.
15.2 Where we process Personal Data on your behalf in providing the Services, and you determine the purposes and means of processing, you are the Controlle,r and we are the Processor.
15.3 We will process Personal Data only on your documented instructions, unless required to do otherwise by law.
15.4 We will implement appropriate technical and organisational measures to protect Personal Data against unauthorised or unlawful processing and against accidental loss, destruction, or damage.
15.5 We may use sub-processors (for example, hosting, ticketing, monitoring, remote support, cloud storage, CCTV cloud providers). Where required, we will ensure appropriate contractual protections are in place with sub-processors.
15.6 If Personal Data is transferred outside the UK, we will use lawful transfer safeguards where required.
15.7 We will notify you without undue delay after becoming aware of a Personal Data breach relating to processing we perform for you and will provide reasonable information to support your compliance obligations.
15.8 We will reasonably assist you (at your cost where appropriate) with responding to data subject rights requests and regulatory enquiries relating to our processing of Personal Data on your behalf, taking into account the nature of the processing and information available to us.
15.9 We will, at the end of the Services (or upon your written request), return or delete Personal Data processed on your behalf, unless retention is required by law or for legitimate purposes such as dispute resolution, security logging, or compliance.
15.10 Our processing of Personal Data for our own purposes (such as account management, billing, and marketing where permitted) is described in our Privacy Policy: See Page Footer. Our cookie practices are described in our Cookie Policy: See Page Footer.

16. Cookies and marketing

16.1 We use cookies and similar technologies on the Site. Where required by law, we will request your consent before placing non-essential cookies on your device.
16.2 You can manage cookies via our cookie banner/settings and your browser controls.
16.3 We will only send direct marketing messages where we have a lawful basis to do so, and you can opt out at any time using the unsubscribe method provided or by contacting us.

17. Consumer rights (if you are a Consumer)

17.1 If you are a Consumer, we will supply the Services with reasonable care and skill, and you have legal rights in relation to the Services and digital content supplied.
17.2 If you purchase Services at a distance (for example, online, by email, or by phone), you may have a legal right to cancel within 14 days from contract formation under the Consumer Contracts Regulations, unless an exception applies. If you ask us to begin Services during the cancellation period, you may be required to pay for Services provided up to the cancellation date, and you may lose the right to cancel once the Services are fully performed.
17.3 Nothing in these Terms affects your statutory rights.

18. Warranty and service standards

18.1 We will perform the Services with reasonable care and skill.
18.2 Unless expressly stated in the Order, we do not warrant that the Services will be uninterrupted, error-free, or completely secure.
18.3 Cybersecurity reduces risk; it does not eliminate it. You acknowledge that even with appropriate controls, breaches and incidents can still occur due to evolving threats and third-party vulnerabilities.

19. Limitation of liability

19.1 Nothing in these Terms limits or excludes liability for:

(a) death or personal injury caused by negligence;
(b) fraud or fraudulent misrepresentation; or
(c) any other liability that cannot lawfully be limited or excluded.

19.2 Subject to clause 19.1, we are not liable for:

(a) indirect or consequential loss;
(b) loss of profits, revenue, business, goodwill, anticipated savings, or opportunity;
(c) loss, corruption, or compromise of data where you have not maintained adequate backups and/or where such loss arises from factors outside our reasonable control;
(d) failures caused by third-party services, networks, cloud platforms, camera vendor services, app platforms, power issues, ISP outages, or supplier changes, except to the extent directly caused by our breach of these Terms;
(e) missed events/incidents where detection, recording, notifications, or monitoring are impacted by environmental factors, configuration choices approved by you, storage limitations, connectivity, or third-party outages.

19.3 Subject to clause 19.1, our total aggregate liability to you (whether in contract, tort (including negligence), breach of statutory duty, or otherwise) arising out of or in connection with the Site and/or Services will not exceed:

(a) If you are a Consumer: the greater of (i) £5,000 and (ii) 100% of the fees paid and payable by you to us in the 12 months immediately preceding the event giving rise to the claim; and

(b) If you are a registered business customer (including an SME): the greater of (i) £10,000 and (ii) 125% of the fees paid and payable by you to us in the 12 months immediately preceding the event giving rise to the claim.

19.4 We will not be liable for security incidents or unauthorised access where the cause is attributable to (a) your failure to implement reasonable security measures, (b) your failure to follow our reasonable recommendations, (c) compromised credentials not caused by our breach, (d) insecure devices you choose to deploy against our advice, or (e) vulnerabilities or failures in third-party systems outside our reasonable control.

19.5 Where you are a business client, the limitations and exclusions in these Terms apply to the maximum extent permitted by law and are intended to be reasonable under the Unfair Contract Terms Act 1977.

20. Indemnity

You will indemnify and keep indemnified Nexus-UK-Hub against losses, damages, costs, and expenses (including reasonable legal fees) arising from third-party claims relating to:

(a) your unlawful use of the Site/Services;
(b) your breach of these Terms; or
(c) Client Data or materials you provide infringing third-party rights, including claims arising from unlawful camera placement or unlawful monitoring carried out by you.

21. Suspension and termination

21.1 Either party may terminate an Order/SOW by written notice if the other party commits a material breach and fails to remedy that breach within 14 days of being asked in writing to do so.
21.2 Either party may terminate immediately by written notice if the other party becomes insolvent, enters administration/liquidation, or is otherwise unable to pay its debts as they fall due.
21.3 We may suspend Services immediately on written notice if: (a) invoices are overdue, (b) we reasonably believe continued delivery would create a security or legal/compliance risk, or (c) your use of the Site/Services breaches clause 6 or 7.
21.4 On termination or expiry:

(a) You must pay all outstanding invoices and fees for Services performed up to the termination date;
(b) Any licences granted end if you have not paid all amounts due;
(c) We will return or delete Client Data as described in clause 15, subject to lawful retention and technical constraints;
(d) clauses intended to survive termination (including 13, 14, 15, 19, 20, 22, and 23) will survive.

22. Force majeure

Neither party is liable for any failure or delay caused by events beyond its reasonable control, including major internet/telecoms failures, widespread cloud outages, acts of government, natural disasters, industrial disputes, or other events that could not reasonably have been avoided. If such an event continues for more than 30 days, either party may terminate the affected Order by written notice.

23. Complaints and disputes

If you have a complaint, contact complaints@e-mail.nexus with details. We will acknowledge within 2 Business Days and aim to propose a resolution promptly. Nothing in this clause prevents either party from seeking urgent injunctive relief where necessary.

24. Changes to these Terms

We may update these Terms from time to time. The version posted on the Site will apply from the “Last updated” date. For ongoing support plans, if a change materially reduces your rights or increases your obligations, we will use reasonable efforts to notify you before it takes effect. Your continued use of the Site/Services after the effective date means you accept the updated Terms.

25. Notices

Notices must be in writing and may be sent by email to the email address last used for account/admin communications or to any other address stated in the Order. Notices are deemed received on the next Business Day after sending, provided no delivery failure notice is received.

26. General terms

26.1 Entire agreement: These Terms and the relevant Order/SOW form the entire agreement between the parties relating to their subject matter.
26.2 Severance: If any part of these Terms is found unenforceable, the remainder remains in force.
26.3 Assignment: You may not transfer or assign your rights/obligations without our prior written consent. We may assign these Terms to a successor in connection with a merger, acquisition, or sale of assets, provided this does not reduce your rights.
26.4 No waiver: A failure to enforce a term is not a waiver of that term.
26.5 Third party rights: No one other than you and us has any rights to enforce these Terms under the Contracts (Rights of Third Parties) Act 1999.

27. Governing law and jurisdiction

These Terms and any dispute arising out of or in connection with them are governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction, except that Consumers may bring claims in the courts of their place of residence in the UK where applicable law permits.