Boundaries & Responsibility

What we take care of

Within whatever scope we've agreed, we handle:

• Installing and configuring your systems
• Keeping software up to date
• Setting up and checking backups
• Fixing things when they break (best-effort, usually within a business day)
• Writing everything down
• Monitoring and alerts where it makes sense

What's on you

There are some things we can't do for you:

• Providing and looking after the physical hardware
• Giving us remote access so we can actually do the work (we'll agree the method upfront)
• Managing domain names, DNS, and any third-party subscriptions
• Data governance and whatever compliance your industry requires
• Telling us if your requirements or access details change
• Replacing hardware when it dies

Your data

We set up your systems, but we don't go through your business data. If your services collect information from customers or users, that's your responsibility, not ours. We won't read it, export it, or store it.

During setup and maintenance we'll need access to config files, credentials, and server logs. We handle those carefully and don't keep them longer than necessary.

Remote access

All our work is remote. We need admin-level access to your server — the method (SSH, AnyDesk, or whatever works) gets agreed before we start.

If access goes down for any reason, we can't help until it's back.

Security

We apply sensible defaults to every system — firewall rules, login protection, running services with limited permissions. The basics are always covered.

That said, we're not security auditors. We don't take responsibility for the overall security of your network unless that's been specifically scoped as a separate project with its own hardware.

What we're not liable for

We work carefully, but some things are outside our control:

• Hardware failures (drives, power supplies, networking gear, etc.)
• Outages caused by third parties (your ISP, DNS provider, etc.)
• Data loss from hardware failure or something you or your team did
• Breaches caused by weak passwords, shared credentials, or network exposure on your end

We set up backups as agreed, but recovery depends on your hardware and storage being intact.

Support response times

We aim to pick things up within one business day. That's best-effort — we don't do 24/7 on-call or guaranteed response times with penalties attached.

Higher-tier clients get priority. During busy patches, lower-tier clients may wait a bit longer.

Client capacity

We only take on a limited number of clients at once. It's the only way to keep the quality where we want it.

• Higher-tier clients get priority for support and maintenance
• New clients may need to wait if we're at capacity
• One-time projects are scheduled around current workload