Legal
Documents.
Every document we publish is here, as a page to read and as a PDF to keep. This page says what each one is and which version is current.
Each document exists twice: as a page, and as the PDF it was generated from. The PDF is the approved copy — it is issued out of our management system and carries the approval record — and it is what the short address in your agreement resolves to. The pages are produced from those PDFs mechanically rather than written alongside them, and the build refuses to publish a page whose PDF has changed, so the two cannot drift apart.
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Terms and Conditions of Business
The contract we trade under. Your Quote and, where one applies, your Support Services Schedule sit alongside it and set your commercial terms.
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Data Protection Schedule
Part of your agreement. Governs the personal data we process on your behalf while supporting you, and is cited at clause 1.1.8 of the Terms.
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Privacy Policy
How we handle personal data we hold as a controller: enquiries, customer contacts, and what this website records. Under clause 2.4 of the Schedule it takes precedence over the Agreement on that data.
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Service Levels
Priority definitions, response and resolution targets. Generated at build time from the same data this site reads, so the document and the pages cannot disagree.
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Telecoms Complaints Code of Practice
How to complain about our telecoms services, what we will do about it and when, and how to take it to CISAS if we cannot put it right. Published under Ofcom's General Condition C4.
Also published here
- Domain policies and terms — the registrar disclosures Nominet requires of a tag holder. A web page rather than a PDF because Nominet expects a registrant to be able to read them without downloading anything.
- Accessibility — how this site is built and what to do if any of it fails you. A page only: it is a statement about this website rather than a document issued under the management system.
Using this website
You may read, print and share these pages for your own business purposes, including quoting from them when comparing providers. That is what they are for. Ordinary search engine and AI assistant crawling is welcome and deliberately permitted. What is not permitted is attempting unauthorised access, interfering with the site's availability, or automated collection that places an unreasonable load on it.
Everything on this site is general information, not a contractual offer. That includes our charging structure and our published service levels: they describe how we work, and they become binding through your agreement rather than by being published. A quotation is a document we send you with figures in it. All figures exclude VAT.
Where we link to another organisation — our client portal, our status page — we are not responsible for its content or availability. The content of this site is ours, other than the three typefaces, which are used under the SIL Open Font Licence. We do not exclude liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot lawfully be excluded; subject to that, we are not liable for loss arising from reliance on this site's general content. Liability for services we provide is dealt with in your agreement. This all sits under the law of England and Wales.
Reporting a security problem
If you have found a vulnerability in this website or in any service we operate, tell us at help@puzzletech.co.uk and we will respond within one working day. We will not pursue anyone who reports a genuine issue in good faith. Please do not run automated scanning that degrades the service, and please do not access, modify or retain data that is not your own. The machine-readable version of this is at /.well-known/security.txt.
Asking us for something else
A current list of our sub-processors, a copy of our full retention policy, our certificates, or anything else you need for a supplier assessment: hello@puzzletech.co.uk or 01480 570339. If you are working through a security questionnaire, start here — most of the answers are already written down.