Terms & Conditions
Overview
At IT Helpline, we deliver business solutions across Microsoft technologies including Power Platform, SharePoint, Copilot, Purview, and Azure. These Terms outline how we engage with clients and deliver services in a clear and consistent manner.
This page provides a high-level summary designed for transparency and ease of understanding. Each engagement is governed by a formal proposal, statement of work, or support agreement, which defines the specific terms applicable to that engagement. For complete legal terms, please refer to the full document linked below.
Scope & Engagement
All services delivered by IT Helpline are based on an agreed scope defined within a proposal, statement of work (SOW), or managed services agreement. This includes clearly outlined deliverables, timelines, responsibilities, and commercial terms.
Any requests, changes, or activities outside the agreed scope will be treated as out-of-scope and may require additional review, estimation, and written approval before proceeding. This ensures clarity, protects delivery timelines, and maintains alignment between both parties throughout the engagement.
Shared Responsibility
IT Helpline delivers solutions within client-controlled Microsoft environments. While we are responsible for solution design, configuration, and implementation, the client retains ownership and responsibility for their tenant, data, and operational controls.
This includes responsibility for user access, permissions, identity management, data classification, and compliance settings. Our approach aligns with Microsoft’s shared responsibility model, ensuring that governance and security remain within the organisation while we support delivery, optimisation, and best practice implementation.
Access & Security
To effectively deliver services, IT Helpline may require appropriate access to client systems, including Microsoft 365, Power Platform, SharePoint, or Azure environments. Access is typically provided by the client and remains under their control at all times.
The client is responsible for maintaining appropriate security controls, including multi-factor authentication (MFA), role-based access, and overall environment security. IT Helpline is not responsible for security incidents, unauthorised access, or breaches that originate within or are caused by vulnerabilities in the client environment.
Delivery, Platforms & Liability
IT Helpline delivers services using Microsoft platforms and industry best practices. However, solutions are dependent on third-party technologies, including Microsoft services such as Copilot, Power Platform, and SharePoint, which may evolve over time.
We are not responsible for platform outages, service limitations, third-party changes, or outcomes influenced by client configurations or data quality. AI and automation outputs may vary and should be reviewed by the client. Liability, where applicable, is limited to the terms defined within the relevant engagement agreement.
Full Terms & Contact
This page is intended to provide a clear and concise overview of how we operate. For full Terms & Conditions, including detailed legal provisions, please refer to the complete document available below.
If you have any questions regarding our terms, services, or engagement approach, our team is available to assist and provide clarification.
Click here to download Full Terms & Conditions