1. Definitions

• Provider: RT Lane
• Client: The organisation or individual engaging RT Lane services
• Services: Managed IT support, cybersecurity, Microsoft 365 administration, cloud, networking, consultancy and related services
• SoW / Service Agreement: Statement of Work or written agreement defining scope, pricing, and timelines
• SLA: Service Level Agreement defining targets for response and resolution

2. Scope of Services

RT Lane provides managed and ad-hoc IT services including (but not limited to) helpdesk, Microsoft 365 administration, cloud services, endpoint management, cybersecurity, backup, disaster recovery, network support, consultancy, and project delivery.

The exact scope is defined in the applicable Service Agreement / SoW. Any work outside scope may be treated as chargeable project work or time & materials, subject to prior agreement.

3. Service Levels (SLA)

Response and resolution targets are set out in the SLA (where applicable). Targets are measured during business hours unless otherwise agreed. Priority is assigned based on impact and urgency.

Maintenance windows may be scheduled to reduce disruption. Some timelines are dependent on third-party providers and are outside the Provider’s control.

4. Client Responsibilities

The Client agrees to:

• Provide accurate and timely information required to deliver the Services
• Maintain appropriate software licensing and vendor subscriptions
• Ensure users follow security policies and acceptable use requirements
• Notify RT Lane of changes to systems, users, locations, or business requirements
• Maintain up-to-date contact details for authorised requestors and decision makers

5. Cybersecurity & Compliance

RT Lane implements security best practices aligned to the Client’s needs and commonly accepted standards (e.g. Microsoft security baselines). The Client acknowledges that no environment can be guaranteed 100% secure and cybersecurity is a shared responsibility.

Where security controls are recommended (e.g. MFA, device compliance, encryption, backup), the Client is responsible for approving and supporting deployment across users and devices within their organisation.

6. Data Protection & GDPR

Both parties will comply with applicable data protection laws, including the General Data Protection Regulation (EU) 2016/679 (“GDPR”). Unless otherwise agreed, the Client is the Data Controller and RT Lane acts as a Data Processor when processing personal data on the Client’s behalf.

RT Lane will process personal data only on documented instructions, apply appropriate technical and organisational measures, and maintain confidentiality. A separate Data Processing Agreement (DPA) may apply where required.

7. Third-Party Services & Dependencies

The Client acknowledges that many IT services depend on third-party infrastructure and vendors outside RT Lane’s control, including but not limited to: Microsoft (Microsoft 365/Azure/Entra ID/Intune/SharePoint/Defender), ISPs, hosting providers, hardware manufacturers, telecoms providers, power utilities, and software vendors.

RT Lane cannot be held accountable for service disruption, delays, performance issues, data loss, or incidents caused directly or indirectly by third-party providers, vendor platforms, or dependencies outside RT Lane’s control.

Where a third-party issue occurs, RT Lane will use reasonable efforts to support the Client and, where appropriate, liaise with the vendor. However, resolution timelines are subject to the third party’s response, processes, and SLAs.

8. Backup & Disaster Recovery

Where backup services are included, scope, retention, and recovery objectives will be defined in the Service Agreement / SoW. The Client remains responsible for confirming business continuity requirements and informing RT Lane of critical systems and priority data.

Backup success does not guarantee recovery in all scenarios (e.g. encryption of source systems, vendor outages, or corruption). Regular testing is recommended.

9. Onboarding & Offboarding

Onboarding may include discovery, security baseline implementation, documentation, access configuration, and remediation planning. The Client must provide required access and nominate authorised contacts.

Offboarding requires written notice. RT Lane may remove access to systems and tooling upon termination, once outstanding balances (if any) are settled, and in accordance with the agreed offboarding plan.

10. Fees & Payment Terms

Fees are defined in the Service Agreement / SoW. Unless otherwise agreed, invoices are payable within 14 days. All prices are exclusive of VAT unless stated.

RT Lane may suspend services for overdue accounts. Project work may require upfront payments or milestone-based billing.

11. Limitation of Liability

To the maximum extent permitted under Irish law, RT Lane shall not be liable for indirect or consequential losses, including loss of profits, revenue, business interruption, or loss of data, except to the extent caused by RT Lane’s proven negligence.

RT Lane’s total liability in connection with the Services shall be limited to the fees paid by the Client to RT Lane in the preceding 12 months for the specific Services giving rise to the claim.

This limitation excludes claims arising from third-party infrastructure, vendor-controlled systems, telecommunications providers, and cloud platform availability, as described in section 7.

12. Confidentiality

Both parties agree to keep confidential any non-public business, technical, or commercial information disclosed in connection with the Services, including credentials and security configurations, and to use such information only for the purpose of delivering or receiving the Services.

13. Acceptable Use

The Client must not use the Services for illegal activity, distribution of malware, unauthorised access, copyright infringement, or any activity that breaches Irish or EU law.

14. Termination

Either party may terminate the agreement with written notice as set out in the Service Agreement / SoW. RT Lane may terminate immediately where: (i) the Client is in material breach, (ii) non-payment persists, or (iii) continued service presents a security or legal risk.

15. Force Majeure

Neither party shall be liable for failure or delay in performance caused by events beyond reasonable control, including acts of God, power failures, internet outages, vendor outages, war, terrorism, strikes, or government actions.

16. Governing Law

These Terms are governed by the laws of Ireland. Any dispute shall be subject to the exclusive jurisdiction of the Irish courts.

17. Contact

RT Lane Managed IT Services
Email: info@rtlane.ie
Website: rtlane.ie

Disclaimer: This page is provided for general information and does not constitute legal advice. Consider obtaining legal review to ensure compliance with your specific business model and obligations.