How to leave us.

This page exists because the answer to it tells you more about an IT provider than anything else they publish. Ours is that the handover itself costs nothing, that what we hold about your estate comes back to you, and that we will not make any of it difficult.

Notice

90 days' notice before the end of the one-year anniversary renewal date. One-year term that auto-renews yearly. The notice is the same in both directions, and it is in your agreement rather than only on this page.

Ninety days is enough time to move an estate properly. It is not designed to trap you, and we will not enforce it obstructively if you have found a better fit — provided the account is paid up to date.

What you receive, at no charge

All of it at offboarding, encrypted, with the key sent separately, and none of it costs you anything.

We do not hand credentials out before then, for two reasons. The first is the audit record: a password that has been shared is a password used by more than one party, and from that point nobody can say who made a change or when — the question that matters most at exactly the moment you need it answered. The second is blunter. Your credentials, your DNS and your user list together in one package is the most dangerous thing we hold, and every copy of it that exists is somewhere it can leak from. Fewer is safer, and none in circulation is safest of all.

Ask us anything about your own estate and we will answer it. At the end, the lot is yours.

A list of the devices we manage

Every machine on your agreement, as we hold it, with its specification, age and software.

A list of the software we licence on your behalf

What is licensed, for whom, and when each term ends. That last column is the one the incoming provider needs, because it is what tells them when to raise the replacements.

Your domains

Domains we sold you, or hold on your behalf, are yours. We are a Nominet tag holder, so a .uk domain moves by changing the tag to your new provider, and other domains are released for transfer. No charge, and no leverage applied over a disputed invoice.

Credentials and access

We run alongside the incoming provider rather than handing over and disappearing. Our access stays in place until you tell us it is no longer needed, and we then ask them to cut it once they have finished taking over. You are paying us to the end of the term either way, so you may as well have us there while the transfer happens.

Your domain and DNS zone data

The full zone as we hold it, not just the records the incoming provider thinks to ask for. This is the one most often missed at a handover, and the one that takes a site offline when it is.

Your user list

Who has an account, what it is for, and what it is licensed with. It is the list the incoming provider builds their first week around.

The configuration that keeps things running

The specific things about your estate that are not obvious from looking at it — why a rule exists, what a job depends on, which change broke it last time. We do not write up the generic work, because a note saying a laptop was set up the way every laptop is set up helps nobody. What is written down is what someone taking over would otherwise have to find out the hard way.

Tenant ownership

Nothing to transfer, because your Microsoft tenant was always yours. We hold administrative access to do the work, and that access is removed at the end.

Licences

A licence that has been issued cannot be credited or refunded, to you or to us. Timing is therefore the thing to get right, and it is straightforward once you know it.

The incoming provider raises the replacements like for like in the last few days of your paid term — the end of the month, or the end of the licence year, whichever your subscriptions run to. Ours are set to cancel on the last paid day, or the first day after it that the vendor allows. You get the full term you have paid for, and you do not pay two providers for the same seat.

Backup data

Where the backup vendor supports an export, we will produce one. Some charge an administration fee for it, which is passed on at cost. Where producing it is a manual job rather than a button — and it often is — the time is quoted before we start it.

Where the vendor does not support it, the honest answer is that there is usually no export to be had, and your retention history will need rebuilding at the new provider. A backup product is built to restore into infrastructure, not to hand over its version snapshots, and that is true of these products generally rather than of ours in particular. Where an export is possible at all it is slow work, and it sits outside the regular support agreement.

Timescale

The lists can be with you within a few working days of asking. After that the sequence is the incoming provider's to set rather than ours — they are the ones who have to agree it — and domain and licence transfers run to registry and vendor timescales in any case. We will work to the dates they set wherever we reasonably can.

What it costs

There is no exit fee, and nothing under what you receive, at no charge is charged for.

Past that list it is consultancy, quoted before any of it is done: writing the whole estate up as a single bound document rather than the records above, extracting data by hand where no export exists, security questionnaires the incoming provider or your own customers want completed, meetings with new vendors, migration work, or putting right something that has gone wrong at the other end. None of it is refused. It is simply not part of the support agreement you are leaving.

Who to contact

Tell us in writing, to your usual contact or through the portal. We will acknowledge it, check the request is genuinely from someone authorised to make it — notice that ends a support agreement should not go through on one email nobody verified — and confirm the end date.

There will be a conversation, and we would rather be straight about that than pretend otherwise: if we have not already talked about what went wrong, we will want to. Not to talk you out of it — you will not be put through a retention process you did not ask for, and the date is the date — but because a customer leaving is the most useful feedback there is, and we would rather hear it than guess.

What we will not do is hand you a migration plan, because it is not ours to write. The provider taking over decides the sequence and the dates; point them at us and we will answer what they ask.

Questions people ask

What notice do we have to give?

90 days' notice before the end of the one-year anniversary renewal date. One-year term that auto-renews yearly. That is set out in your agreement, and it is the same in both directions.

Do you charge an exit fee?

No. The list of devices we manage, the list of software we licence for you, your domains, your credentials and your tenant are all handed over at no charge. Beyond that list it is consultancy — security questionnaires to complete, meetings with incoming vendors, migration work — and it is quoted before we start rather than appearing on a final invoice.

You hold our domains. Do we get them back?

Yes, and at no charge. We are a Nominet tag holder, so a .uk domain moves by changing the tag to your new provider. Other domains are released for transfer. We will not hold a domain hostage over a disputed invoice.

What format do we get our data in?

The lists and records come as readable files, encrypted, with the key sent separately. That matters more here than it does anywhere else in the relationship: this is the one moment a single package contains your credentials, your DNS and your user list at once. For backup data we deliberately do not promise a format, because the format is the backup vendor's to decide and what the incoming provider can accept is their system rather than ours. We will talk to them directly about what is possible instead of making you the messenger.

Do we get a refund on licences we have already paid for?

No, and neither does anyone else — an issued licence cannot be credited back to us either. What avoids paying twice is timing: the incoming provider raises the replacements like for like in the last few days of your paid term, and ours are set to cancel on the last paid day.