Managed Infrastructure Terms

Managed Web Hosting, Managed VPS & Managed Dedicated Servers
Business Customers Only — 18+
Effective date: 2 September 2026

1. Definitions

In these Terms, I, me and my mean Thomas Wilson trading as TDEW Solutions. You and your mean the business customer purchasing or using the Service. Service means the Managed Web Hosting, Managed VPS, Managed Dedicated Server or associated managed infrastructure service purchased from me. Managed Server means a Managed VPS or Managed Dedicated Server supplied and managed by me. Customer Data means websites, applications, databases, email, files, personal data and other information stored or processed through the Service. Infrastructure Supplier means a third-party provider used to supply VPS, dedicated-server, data-centre, network, storage, IP addressing or related infrastructure. Order means the accepted quotation, order confirmation, service description or other written confirmation identifying the Service purchased.

2. Business Customers and Contract Formation

My Managed Infrastructure Services are supplied for business use. You must be aged 18 or over and have authority to enter into the contract. By placing an Order you confirm that you are purchasing wholly or mainly for purposes connected with a trade, business, craft or profession, that the information you provide is accurate, and that you have authority to act for the business named in the Order.

A contract is formed when I accept your Order or otherwise confirm acceptance. I may decline an Order before acceptance where infrastructure, licensing, security, verification, capacity or other reasonable requirements mean that I cannot provide the requested Service.

3. Order and Contract Documents

Your Order forms part of the agreement. Where a specifically agreed provision in an Order conflicts with these Terms, the specifically agreed provision will take priority for the affected Service. These Terms should also be read with my Business MSA, Payment Policy, Privacy Policy and any other document expressly incorporated into the Order.

4. Managed Web Hosting

Managed Web Hosting may include a cPanel account and specified allocations of storage, bandwidth, email accounts, databases, domains, subdomains and other resources. The exact limits are those stated in the package or Order. You must not deliberately circumvent resource or security restrictions. I may take reasonable technical measures to maintain security, stability and fair use of shared infrastructure.

5. Managed VPS and Managed Dedicated Servers

Managed VPS and Managed Dedicated Server Services provide controlled managed environments rather than unmanaged infrastructure. Depending on the selected package, management may include provisioning, operating-system installation, initial configuration, security hardening, firewall configuration, updates and patching, software and control-panel installation, monitoring, backup management where included, incident investigation, technical maintenance and resource monitoring.

The exact specification, resources and management features are stated in the Order or Service Description. A task is not automatically included merely because it relates to the Server. Work outside the agreed scope may be chargeable and, where reasonably practicable, I will tell you about an additional charge before carrying out that work.

6. Administrative Access and Managed Control

I retain the administrative access and control reasonably required to maintain the security, hardening, monitoring, configuration, structure and stability of a Managed Server. Your access is limited to the level appropriate to the Service purchased. Unless expressly agreed otherwise in writing, unrestricted root, administrator, hypervisor, Infrastructure Supplier or equivalent privileged access is not included.

You must not deliberately remove, disable, bypass or interfere with security, monitoring, backup or management controls I have implemented. Additional work required to investigate, reverse or repair unauthorised changes may be chargeable.

7. Provisioning and Setup

Managed VPS and Managed Dedicated Servers are not necessarily instant-deployment Services. Please allow up to 72 hours for initial provisioning, configuration, security hardening, software installation, setup and testing unless a different period is stated in the Order. The provisioning period begins when I have accepted the Order, received the required initial payment, received information reasonably required from you and completed any necessary verification.

Dedicated-server provisioning may take longer where physical hardware availability, data-centre provisioning or another supplier dependency causes a delay outside my reasonable control. I will use reasonable efforts to keep you informed of a material delay.

8. Control Panels, Software and Licensing

Subject to compatibility, licensing and the selected Service, available hosting control panels may include cPanel & WHM, Plesk or DirectAdmin. Commercial software remains subject to applicable third-party licence terms. Changing a primary control panel after commissioning may require rebuilding or migrating the Server and may incur an additional charge.

I may decline to install or permit software that I reasonably consider insecure, unsupported, improperly licensed, incompatible or unsuitable for the managed environment. You are responsible for ensuring that customer-supplied software is properly licensed.

9. Security, Hardening, Updates and Maintenance

I will use reasonable care and skill when managing the Service. I may implement appropriate security measures including firewalls, port restrictions, authentication and access controls, logging, monitoring, intrusion protection, security updates, patching and other appropriate hardening measures.

Security requirements change over time. I may reasonably modify security configurations in response to vulnerabilities, threats, third-party requirements, software changes or recognised security practice. Urgent security work may be carried out without advance approval where reasonably necessary to address a serious risk.

10. Customer Responsibilities and Acceptable Use

You must use the Service lawfully and reasonably. You are responsible for protecting customer-level credentials, providing accurate information, reporting suspected security incidents promptly, properly licensing customer software and content, maintaining current contact information and cooperating with reasonable technical and security requests.

You must not knowingly use or allow the Service to be used for malware or ransomware, phishing, credential theft, unauthorised access, denial-of-service attacks, fraud, unlawful interception, malicious network activity, unlawful distribution of content, infringement of third-party intellectual-property rights or other unlawful or malicious activity. I may restrict or suspend a Service where reasonably necessary to address serious abuse, protect infrastructure, prevent harm or comply with law.

11. Third-Party Infrastructure Suppliers

I use selected third-party Infrastructure Suppliers to provide some or all of the underlying VPS, Dedicated Server, data-centre, network, connectivity, storage and IP-addressing infrastructure. Unless expressly stated otherwise, the Managed Service remains supplied to you by TDEW Solutions.

I may select or change an Infrastructure Supplier where reasonably necessary for security, reliability, availability, capacity, performance, supplier changes, commercial sustainability or continuity. A supplier change may require migration of the Server or Customer Data. Where reasonably practicable, I will provide advance notice of a planned migration expected to cause material disruption.

12. Monitoring, Backups and Recovery

Monitoring and backups are provided only where included in your selected Service. Monitoring may cover availability, resource use, service status and relevant security conditions, but cannot guarantee that every fault, vulnerability or incident will immediately be detected.

Where backups are included, the applicable frequency, retention and arrangements are those stated in the Service Description. Backups are primarily intended for operational and disaster-recovery purposes and are not permanent archival storage unless expressly agreed. No backup system can guarantee recovery from every form of data loss, corruption, malicious activity, ransomware, hardware failure or other technical failure.

13. Customer Data and Confidentiality

You retain ownership of Customer Data. You give me permission to access, store, transmit, copy, back up, restore and otherwise process Customer Data where reasonably necessary to provide, maintain, secure and support the Service.

I will treat confidential information you provide as confidential and will not disclose it except where reasonably necessary to provide the Service, where disclosure to a relevant supplier or professional adviser is reasonably necessary, where you authorise disclosure, or where disclosure is required by law or a competent authority.

14. Data Protection and UK GDPR

Each party must comply with applicable UK data-protection law. TDEW Solutions is registered with the Information Commissioner's Office under registration number ZC200484. ICO registration does not constitute certification or approval of the Service.

Where you determine the purposes and means of processing personal data stored through the Service, you will normally act as controller. Where I process that personal data solely on your behalf when providing the Service, I will normally act as processor. Where I act as processor I will process personal data only on documented instructions unless law requires otherwise, maintain appropriate confidentiality and security, reasonably assist with applicable data-subject and breach obligations, and use appropriate contractual arrangements with relevant sub-processors.

15. Sub-processors and International Transfers

You provide general written authorisation for me to appoint Infrastructure Suppliers and other sub-processors reasonably necessary to provide the Service. Where required by applicable data-protection law, appropriate contractual data-protection obligations will be imposed on relevant sub-processors and appropriate lawful transfer safeguards will be used for restricted international transfers.

16. IP Addresses

IP addresses supplied with or in addition to a Service are allocated for use with that Service and are not sold or transferred to you. They remain subject to applicable network and Infrastructure Supplier arrangements. An IP address may need to change because of migration, network reconfiguration, supplier changes, security requirements, abuse prevention or address availability. Where reasonably practicable, I will provide advance notice of a planned change.

17. Domains and DNS

Domain registration, renewal, transfer, redemption and registrar management are not included unless expressly stated in the Order. You remain responsible for obtaining and maintaining domain names required for your websites, applications or other services. Where DNS configuration or assistance is included, this does not make me responsible for ownership or renewal of the underlying domain.

18. SSL/TLS Certificates

Where I configure SSL/TLS certificates, issuance and continued validity may depend upon third-party certificate authorities, successful domain validation and circumstances outside my direct control. I will use reasonable care and skill in configuration work that forms part of the Service.

19. Email Services

Where email hosting is included, you must not use the Service for unlawful unsolicited bulk communications. I may impose reasonable technical controls to protect server and domain reputation. Email delivery cannot be guaranteed because receiving mail systems independently decide whether to accept, reject, quarantine or classify a message.

20. Resource Usage and Fair Use

Allocated resources must be used reasonably and for the intended purpose. You must not deliberately use a shared-hosting account or Server in a way that materially degrades service for other users. Where sustained excessive CPU, memory, disk I/O, database, email or network use occurs, I may require optimisation, an upgrade or another reasonable remedy. Immediate restriction may be used where necessary to protect infrastructure.

21. Bandwidth and Network Speed

Where bandwidth is described as unmetered or unlimited, this does not mean infinite network capacity. It remains subject to physical port speeds, upstream capacity, security controls, fair use and applicable supplier requirements. Advertised network speeds describe maximum available connection capacity and are not a guarantee that every transfer will continuously achieve that speed.

22. Service Availability

I aim to provide a reliable Managed Infrastructure Service and will use reasonable care and skill when managing it. No hosting, network or internet-connected service can be guaranteed to operate without interruption. Downtime or reduced performance may occur because of planned or emergency maintenance, software updates, security work, hardware or network failure, power or data-centre incidents, cyber incidents, Infrastructure Supplier issues or other technical circumstances.

23. Planned and Emergency Maintenance

Where reasonably practicable, I will provide advance notice of planned maintenance expected to cause material interruption. Emergency maintenance may be carried out without advance notice where I reasonably consider immediate action necessary to protect security, stability or integrity. I will use reasonable efforts to minimise unnecessary disruption.

24. Service Levels

Any specific uptime commitment, response commitment, service credit or other Service Level Agreement applies only where expressly included in the Order or applicable SLA. Descriptions such as managed, monitored, resilient or high availability do not by themselves constitute a guarantee of uninterrupted availability.

25. Monthly Rolling Services

Unless I expressly agree a different contractual term in writing, recurring Managed Infrastructure Services are supplied on a monthly rolling B2B contract. The Service automatically renews for successive monthly billing periods unless cancelled in accordance with the applicable cancellation terms. There is no long-term minimum commitment for a standard monthly Service unless the Order expressly states otherwise.

26. Payment Methods

Payments must be made using the bank-account details contained within the relevant invoice. Direct bank transfers should be made using UK Faster Payments and the invoice number should be used as the payment reference. For recurring standing-order payments, please contact me before setting one up so I can provide a unique reference code that links payments to your account and Services. The standing order must use the bank details contained within the invoice.

27. Payment Due Dates

Payment is treated as received when cleared funds reach the nominated bank account. You are responsible for using the correct account details and payment reference and allowing sufficient time for funds to arrive by the applicable due date. Bank processing delays do not remove your responsibility to ensure cleared funds arrive when due.

28. Initial 30-Day Cancellation for New Managed VPS/Dedicated Services

Where expressly included with a newly purchased Managed VPS or Managed Dedicated Server, you may request cancellation during the first 30 calendar days. Cancellation takes effect when access to the Managed Server is terminated. Any eligible pro-rata refund is calculated from termination of access and applies only to the unused portion of an eligible recurring Managed Server charge.

Third-party charges already incurred may be non-refundable, including applicable control-panel or software licences, IP allocation charges, certificates and other supplier costs identified as non-refundable. The initial cancellation facility does not restart on renewal.

29. Cancellation After an Initial Cancellation Period

After any expressly included initial cancellation period, a monthly Service may be cancelled in accordance with the applicable Order. Unless otherwise agreed, cancellation takes effect at the end of the current paid billing period. The Service remains active until then and no pro-rata refund is normally provided for voluntary cancellation after the initial cancellation period.

30. Non-Refundable Charges

Certain charges become non-refundable when I purchase, license, allocate or otherwise commit them specifically for your Service. These may include control-panel and software licences, IP-address allocation charges, certificates and other clearly identified third-party costs already incurred. I will not deduct the same cost twice.

31. Late Payment and Suspension

You must pay all charges by their due dates. Where an amount remains overdue, I may provide a reasonable opportunity to bring the account up to date where circumstances permit. I may restrict or suspend an affected Service where payment remains overdue. Suspension does not automatically remove your obligation to pay amounts properly due.

For qualifying business debts I reserve rights available under the Late Payment of Commercial Debts (Interest) Act 1998 and applicable regulations, including statutory interest, fixed compensation and reasonable recovery costs where legally permitted.

32. Security, Abuse and Legal Suspension

I may also restrict or suspend a Service where reasonably necessary because of a serious security risk, unlawful activity, material breach, unauthorised interference with the managed environment, licensing problems, Infrastructure Supplier requirements or applicable legal requirements. Where reasonably possible I will provide an opportunity to resolve the issue before suspension, but urgent security, abuse or legal risks may require immediate action.

33. Events Outside My Reasonable Control

I will not be responsible for delay or failure to perform an obligation to the extent caused by circumstances genuinely outside my reasonable control, such as widespread telecommunications or internet failures, major data-centre or network outages, widespread power failures, natural disasters, fire, flooding, severe weather, war, terrorism, civil unrest, government or regulatory action, major cyberattacks or comparable circumstances I could not reasonably prevent or overcome.

This does not excuse a failure caused by my own negligence or failure to take reasonable precautions. I will use reasonable efforts to minimise disruption and restore affected Services.

34. Liability

Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded or limited. Each party must take reasonable steps to mitigate losses and neither party may recover more than once for the same loss.

Subject to liabilities that cannot lawfully be limited and to applicable reasonableness requirements, my aggregate liability arising out of a particular Service during any twelve-month period will not exceed 100% of the charges paid or payable for that affected Service during the twelve months immediately preceding the event giving rise to the claim. Where the Service has existed for less than twelve months, the cap is the charges paid or payable from commencement to the relevant event.

35. Indirect and Consequential Business Loss

Subject to liability that cannot lawfully be excluded or limited, neither party will be liable to the other for indirect or consequential loss. To the extent legally enforceable in the circumstances, this may include loss of profit, revenue, anticipated savings, business opportunity, goodwill or reputation where such loss is indirect or consequential.

36. Matters Under Your Control

To the extent permitted by law, I am not responsible for loss to the extent caused by your breach of these Terms, unauthorised customer changes, customer-controlled software or applications, compromised credentials under your control, inaccurate information supplied by you, failure to follow a reasonable security or technical instruction, continued use of unsupported software after I have advised you of the risk, or matters outside the agreed scope of the Service.

37. Your Responsibility for Claims

You are responsible for reasonable losses, liabilities, costs and third-party claims I incur as a direct result of your unlawful use of the Service, your material breach, content or software supplied by you that infringes another person's rights, or unlawful activity carried out through the Service by you or someone you authorised. This does not apply to the extent the relevant loss was caused or increased by my own breach, negligence or failure to mitigate.

38. Ending the Service and Customer Data

When cancellation or termination takes effect, the Hosting Account or Managed Server may be taken out of service and access will end. You are responsible for obtaining, downloading or migrating Customer Data you require before termination. I may provide reasonable cooperation with an agreed handover where practicable, but significant migration, export, consultancy or transition work outside the package may be chargeable.

Ending the Service does not entitle you to receive Infrastructure Supplier credentials, internal administrator credentials, master management credentials, private security keys, monitoring credentials or credentials used for shared infrastructure or other customers.

39. Data Retention and Deletion

Following termination and expiry of any applicable retention period, Customer Data remaining solely within the terminated Service may be permanently deleted. You should not rely upon continued access or data availability after termination. Personal data processed by me as processor will be returned or deleted in accordance with applicable data-protection requirements and any relevant backup-retention cycle.

40. Complaints

If you are unhappy with any aspect of the Service, contact me using the details at the top of this page and provide the relevant Service, dates, circumstances and outcome you would like me to consider. I will investigate fairly and may consider relevant account information, correspondence, technical records, server logs and supplier information. Urgent outages and active security incidents should be reported using the applicable support or emergency contact method rather than waiting for the complaints process.

41. Changes to These Terms

I may update these Terms where reasonably necessary to reflect changes in law, regulation, Infrastructure Supplier requirements, licensing, security, technical operation or other reasonable requirements necessary to continue providing the Services. Where a change materially affects an existing Service or your contractual rights or obligations, I will provide reasonable notice where reasonably practicable.

42. Notices

Cancellation requests and other important contractual notices must be submitted using the designated contact or cancellation method shown on my website, your Order or account information. A notice is treated as received when actually received through the applicable designated method.

43. Assignment and Subcontracting

I may use Infrastructure Suppliers, data centres, software providers and other subcontractors where reasonably necessary to provide the Services. You may not transfer or assign the agreement to another person without my prior written agreement, such agreement not to be unreasonably withheld where appropriate.

44. Severability and Waiver

If any provision is found invalid, unlawful or unenforceable, it will be treated as modified to the minimum extent necessary to make it valid and enforceable where legally possible, or removed if modification is not possible. The remaining provisions continue to apply. A delay or failure to exercise a contractual or legal right does not by itself waive that right.

45. Entire Agreement and Third-Party Rights

These Terms, the Business MSA, applicable Order and documents expressly incorporated into them form the agreement relating to the applicable Service. Unless expressly provided otherwise, a person who is not a party to the contract has no right to enforce its provisions under the Contracts (Rights of Third Parties) Act 1999.

46. Relationship Between the Parties

Nothing in these Terms creates a partnership, joint venture, employment relationship or agency between you and me. Neither party has authority to bind the other except where expressly agreed in writing.

47. Governing Law and Jurisdiction

These Terms and any contractual or non-contractual dispute or claim arising out of or in connection with them are governed by the laws of England and Wales. Subject to any mandatory rule that applies, the courts of England and Wales will have jurisdiction.

48. Contracting Party

Your contract is with Thomas Wilson trading as TDEW Solutions.

Correspondence address: TDEW Solutions, Suite RA01, 195 - 197 Wood Street, London E17 3NU
Email: tom@tdewsolutions.com
Telephone: 0333 335 7906