KNEXGEN LIMITED trading as Red Dragon IT Solutions
Company number: 10842867
Registered office: Penrhos Manor, Colwyn Bay, LL29 7YW
Last updated: 3 September 2025
1. Introduction
These Terms and Conditions (“Terms”) apply to all IT support and related services provided by KNEXGEN LIMITED trading as Red Dragon IT Solutions (“we”, “us”, “our”) to any business or individual (“you”, “your”). By ordering or using our services, you agree to these Terms.
2. Services
2.1 We provide IT support, managed services, consultancy, and related technology solutions. Services may include but are not limited to:
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remote and on-site technical support,
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monitoring, patching, and system administration,
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backup and recovery services,
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IT consultancy and project work.
2.2 The scope of services will be confirmed in an order, proposal, or service agreement (“Engagement”).
2.3 Services are provided during normal business hours, unless otherwise agreed. Out-of-hours support may incur additional charges.
3. Service Levels
3.1 We aim to respond to support requests within reasonable timescales based on priority, for example:
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Critical (system down): response within 4 business hours,
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High (major issue): response within 1 business day,
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Medium (general fault): response within 2 business days,
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Low (minor request): response within 5 business days.
3.2 Response times are targets, not guarantees, unless expressly stated in a separate Service Level Agreement (SLA).
4. Client Responsibilities
4.1 You must provide accurate information, co-operation, and access to systems, equipment, or premises as reasonably required.
4.2 You remain responsible for maintaining appropriate licences for third-party software and hardware.
4.3 You are responsible for implementing and following appropriate internal policies for staff use of IT systems.
4.4 Backup services are provided on a best-efforts basis. You remain responsible for ensuring critical data is backed up and recoverable.
5. Exclusions
5.1 Unless otherwise agreed, our services do not include:
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bespoke software development or coding,
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vendor support beyond reasonable first-line assistance,
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hardware replacement unless supplied under agreement,
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on-site attendance outside normal business hours.
5.2 Additional services may be quoted separately.
6. Fees and Payment
6.1 Fees will be agreed before work commences and may be charged monthly, annually, or as a one-off project fee.
6.2 Payment is due between the 24th and 28th of each month, unless otherwise stated on the invoice.
6.3 All charges are exclusive of VAT and other applicable taxes.
6.4 Late payments may attract statutory interest and recovery costs under the Late Payment of Commercial Debts (Interest) Act 1998.
7. Term, Renewal and Cancellation
7.1 Service agreements may be monthly, annual, or project-based.
7.2 Contracts automatically renew unless either party provides at least 14 days’ written notice before the renewal date.
7.3 Either party may terminate with 30 days’ written notice. Early termination charges may apply where minimum terms are in place.
7.4 We may suspend or terminate services immediately if you fail to pay on time, breach these Terms, or if continuing the Engagement would breach applicable law.
8. Confidentiality
8.1 Both parties agree to keep confidential any information received in connection with the services, except where disclosure is required by law.
8.2 Confidential information includes but is not limited to access credentials, business data, and methodologies.
9. Data Protection
9.1 Each party will comply with applicable data protection legislation, including the UK GDPR.
9.2 Where we process personal data on your behalf, we act only as a processor in accordance with your instructions.
9.3 Details of our data processing practices are set out in our Privacy Policy available on our website.
10. Liability
10.1 Nothing in these Terms limits liability for death or personal injury caused by negligence, fraud, or any liability that cannot be excluded by law.
10.2 Subject to clause 10.1, our total liability in any 12-month period is limited to the total fees paid by you for services during that period.
10.3 We are not liable for indirect or consequential loss, including but not limited to loss of profits, business, revenue, goodwill, or data.
10.4 We are not liable for issues caused by third-party vendors, software, hardware, or internet service providers outside our control.
11. Service Interruptions and Maintenance
11.1 Planned maintenance will be communicated where possible with at least 48 hours’ notice.
11.2 Emergency maintenance or third-party outages may occur without notice.
12. Complaints and Disputes
12.1 Complaints should be raised via our customer portal at hub.reddragonitsolutions.co.uk or by email to hello@reddragonitsolutions.co.uk.
12.2 We will aim to resolve complaints fairly and promptly.
12.3 These Terms are governed by the laws of England and Wales. Disputes will be subject to the exclusive jurisdiction of the English and Welsh courts.
13. General
13.1 We may update these Terms from time to time. Updated versions will be published on our website.
13.2 You may not assign your rights without our written consent. We may subcontract but remain responsible for delivery.
13.3 Notices may be served by email or in writing to the registered office.
13.4 If any part of these Terms is invalid or unenforceable, the remainder will continue in force.
KNEXGEN LIMITED trading as Red Dragon IT Solutions
