Other services include off-site monitoring for fire and intruder alarm systems. The specific services to be provided will be detailed in a separate Service Agreement.
2.2 Service Modifications
We reserve the right to modify or discontinue any part of our Services at any time without notice, provided such modifications are in line with regulatory changes or supplier requirements. Customers will be given 30 days’ notice for significant changes.
3. Customer Responsibilities
3.1 Access and Cooperation Customers must provide unencumbered access to their premises/working area and cooperate with our personnel to enable the proper installation and maintenance of the services. Failure to provide unencumbered access may result in additional costs, which will be charged to the customer. These additional costs must be paid in full within 30 days of the date incurred. Normal working hours for access are from 8am to 5pm. If access is not provided during these hours, a cancellation/rescheduling cost of £300.00, excluding VAT, will be charged.
3.2 Permits and Approvals Customers are responsible for obtaining all necessary permits and approvals for all Procom Group Services.
3.3 Use of Equipment Customers agree to use the installed equipment in accordance with all applicable laws and regulations. Unauthorized use of the equipment is prohibited.
3.4 Distribution of Materials There is no allowance for horizontal or vertical distribution of materials unless stated in the Service Agreement.
3.5 Point of Contact Customers must have a designated point of contact who is available during normal working hours (8am to 5pm). If there is a delay caused by this person being unreachable, all additional costs incurred will be passed on to the customer.
3.6 Movable Objects Customers must ensure all movable objects are out of the way when requested. Failure to do so may result in additional costs.
3.7 Training Availability Customers must ensure that all persons requiring training are available during normal working hours when Procom Group requests this. If additional training is required beyond what was originally planned, a cost of £135.00 exclusive of VAT will be added per training session.
3.8 Agreement of Locations All locations or points for installation of cameras, fire alarms, phones, and other equipment must be agreed upon prior to Procom Group engineers arriving on site. If there are additional costs due to the client’s failure to do so, these costs will be added to the client’s bill and must be paid in full within 30 days.
3.9 Additional Installation Costs If Procom Group incurs any additional costs during installation, these costs will be added to the installation cost, and the client will be responsible for paying them.
3.10 Provision of Utilities The client is expected to provide all required utilities (e.g., electricity, water) necessary for the completion of the installation and maintenance services.
3.11 Network and Power The client is responsible for ensuring that all existing networks are in working order and that all power and lines are operational prior to installation.
3.12 Welfare Facilities The client is responsible for providing welfare facilities, such as toilets, for Procom Group personnel during the installation and maintenance work.
3.13 Waste Disposal The client must allow the use of bins for all waste produced while carrying out the works, including cardboard, boxes, and other materials.
3.14 Access and Task Lighting The client is responsible for providing all access lighting and task lighting unless stated elsewhere.
3.15 Coordination with Other Trades The client is responsible for coordination with other trades to ensure smooth and efficient progress of the works.
3.16 As-Built Information The client is responsible for providing as-built information and all details of all services in the working area.
3.17 Protection of Works and Surfaces The client is responsible for protecting other works and existing surfaces during the installation and maintenance services.
3.18 Compliance with Safety Standards Customers are required to comply with all health and safety requirements outlined by Procom Group, including maintaining clear access routes and ensuring the working area is safe for installation or maintenance services.
4. Payment Terms
4.1 Pricing Prices for our Services will be detailed in the Service Agreement. All prices are subject to change upon notice.
4.2 Payment Payment terms will be outlined in the Service Agreement. Failure to make timely payments may result in the suspension or termination of Services.
4.3 Late Payments and Administration Charge Late payments may incur interest charges as specified in the Agreement. Additionally, failure to pay as per the agreed payment terms will result in the following charges: Failure to pay on time as per the agreement will result in a non-payment charge/admin fee of £25 exclusive of VAT. Services will be suspended until the administration fee is paid in full.
4.4 Standard Payment Terms Payments are to be made 30 days after receipt of the invoice.
4.5 Direct Debit All customers who do not enter into a direct debit agreement for payment will be charged £15 exclusive of VAT per payment transaction. As per clause 4.4, if a payment is not paid as per the agreed terms, the additional charges will apply.
4.6 Annual Fee The Client agrees to pay an annual administration fee of £40 exclusive of VAT for the administration and management of the works or contract outlined in this Agreement. This fee is due annually on the anniversary date of this Agreement and will continue to be payable for the duration of the contract. The fee is subject to Value Added Tax (VAT) at the prevailing rate and will be itemized separately in the invoice provided. Payment of the annual administration fee must be made within 30 days of receipt of the invoice. Failure to make payment within this timeframe may result in late fees and/or suspension of services provided under this Agreement until payment is received.
4.7 Non-Payment If payment is not received within 30 days from the date of the invoice, the outstanding debt will may be referred to a debt collection agency. The customer will be responsible for all additional costs incurred through the debt recovery process, including, but not limited to, collection agency fees, reasonable attorney’s fees, and court costs. We reserve the right to report delinquencies to credit reporting agencies, which may negatively impact your credit rating. Please ensure timely payment to avoid these consequences.
5. Price Increases
5.1 Right to Vary Charges Procom Group reserves the right to increase its charges at any time to reflect changes in supplier pricing, regulatory requirements, inflationary conditions, or other increases in operational or delivery costs. This includes, but is not limited to, one-off charges, recurring service fees, and any other amounts payable under this agreement.
5.2 Notice of Adjustment Any proposed price increase shall be communicated to the Client in writing no less than thirty (30) days prior to the date on which the revised charges are due to take effect. Notification shall be deemed effective upon delivery via email or first-class post to the Client’s registered contact address.
5.3 Application During Fixed-Term Agreements Price increases under this clause may be applied during the term of a fixed-duration agreement where such increases arise from external cost pressures, including but not limited to third-party supplier increases, changes in applicable law, or material changes in service delivery costs, provided notice is given in accordance with Clause 5.2.
5.4 Client Acknowledgement By entering into this agreement, the Client acknowledges and accepts that charges may be subject to variation in accordance with this clause and agrees to remain liable for any such revised charges following notification in line with Clause 5.2.
6. Warranty and Liability
6.1 Warranty We provide a limited warranty on our installation services and equipment as detailed in the Agreement. This warranty does not cover damage caused by misuse, neglect, or unauthorized modifications.
6.2 Warranty Clause – Equipment Procom Group provides a 12-month warranty on all installed intruder and fire alarm equipment. This warranty covers any defects in materials or workmanship under normal use and maintenance during the warranty period. During this period, Procom Group will repair or replace defective equipment at no additional cost to the client, provided the defect is not due to misuse, unauthorized modifications, or damage caused by external factors beyond Procom Group’s control. For warranty claims, clients must notify Procom Group promptly and provide all necessary details to facilitate inspection and resolution.
6.3 Limitation of Liability To the fullest extent permitted by law, Procom Group shall not be liable for any indirect, incidental, special, or consequential damages arising out of or in connection with the use of our Services.
6.4 Indemnification Customers agree to indemnify and hold harmless Procom Group from any claims, damages, or expenses arising from their use of the Services.
7. Termination
7.1 Termination by Customer Customers may terminate the Agreement as outlined in the agreement. Termination fees will apply – this will be the outstanding amount on the contract.
7.2 Termination by Procom Group We reserve the right to terminate the Service Agreement at any time for breach of these Terms or other reasons as specified in the Service Agreement.
8. Privacy
8.1 Data Collection We may collect personal information in connection with the provision of our Services. Our privacy practices are detailed in our Privacy Policy.
8.2 Data Use
Personal information collected will be used solely for the purposes of providing and improving our Services.
9. Governing Law
These Terms shall be governed by and construed in accordance with the laws of Scotland.
10. Dispute Resolution
Any disputes arising out of or relating to these Terms or the Service Agreement shall be resolved through binding arbitration in accordance with the rules of Scotland.
11. Changes to Terms
We reserve the right to modify these Terms at any time. Any changes will be effective immediately upon posting on our website or notification to the customer.
11.1 Ownership of Intruder and Fire Alarm Equipment
Upon the successful completion of the lease term and full settlement of all payments and obligations under the agreement, the lessee shall have the option to purchase the leased intruder alarm and fire alarm equipment at a cost equal to three months of the agreed lease charge. This transfer of ownership will occur upon receipt of this final payment, unless otherwise stated in the agreement. The lessor agrees to provide all necessary documentation to facilitate the transfer of ownership and confirms that the intruder and fire alarm equipment is free from any third-party claims or encumbrances at the time of transfer.
12. Novation Clause
If a customer changes their business name, ownership, or structure in such a way that it requires the novation of an existing agreement, a novation fee of £150 (exclusive of VAT) will apply. This fee must be paid in full prior to the novation being processed. If payment is not received before the issuance of the next scheduled invoice, all applicable direct debit charges and late payment charges, as outlined in our Terms & Conditions, will apply. Procom Group reserves the right to suspend services until the novation fee has been paid and the novation is complete.
13. Use of Photographs and Promotional Material
By agreeing to these Terms and Conditions, customers grant Procom Group the right to use photographs and images of the installed works for promotional purposes, including but not limited to use on our social media platforms and website. If a customer wishes to opt out of this clause, they must notify Procom Group in writing prior to the commencement of works.
14. Service & Maintenance Agreement Terms and Conditions – (If Applicable)
14.1 Purpose Where a Service & Maintenance Agreement is in place between Procom Group (“the Provider”) and the Client, this clause outlines the terms under which maintenance services will be delivered to ensure the continued performance, safety, and efficiency of installed systems.
14.2 Scope of Services Clients with an active Service & Maintenance Agreement shall receive the following, unless otherwise agreed in writing:

14.3 Client Responsibilities
The Client shall:

The Provider reserves the right to determine the root cause of any fault. If a fault is found to be due to misuse, third-party interference, or environmental conditions, repair and replacement costs will be invoiced to the Client.

Where the fault is confirmed to be a result of a Procom Group issue—such as installation error or equipment failure under warranty—the call-out fee will be waived.
Engineers must clearly document the cause of the issue in the job ticket. The ticket must state whether:

Failure to properly document the cause may result in incorrect billing or delays.
14.4.2 Hourly Labour Rates (After Initial Call-Out)

14.4.4 Charging Principles
All charges and terms in Clause 14.4 align with Clauses 3.9 (Installation and Call-Out Costs) and 4 (Payment Terms) of these Terms and Conditions. Charges are subject to periodic review and may be updated. Any changes will be communicated to the Client in writing.
14.5 Issue Reporting

Clients are required to log all service-related issues through the Provider’s dedicated ticketing system to ensure accurate tracking and timely resolution. Issues reported through other channels (e.g. direct to engineers or administration) may result in delays.
To raise a ticket, the Client must:

Sufficient information must be provided at the time of logging the issue, including the affected system, site address, and a brief description of the fault.
14.6 Internet Connectivity Requirement
To ensure optimal equipment performance and enable remote diagnostics, the Client must maintain a minimum internet upload speed of 10 Mbps. Failure to meet this requirement may reduce the effectiveness of support services or result in a suspension of certain service obligations.
14.7 Access and Cooperation
The Client shall provide the Provider’s engineers and representatives with reasonable access to all systems and infrastructure requiring maintenance or inspection. The Client must also cooperate fully with scheduled visits and adhere to agreed operational safety procedures.
15. Marketing and Promotional Use
The Client grants the Provider permission to use images, videos, or photos taken during installation or servicing for marketing purposes. Sensitive information will only be used with explicit Client consent.
16. General Health & Safety
All employees must comply with health and safety procedures, including reporting hazards and using appropriate personal protective equipment (PPE). Risk assessments will be conducted regularly to identify and mitigate workplace hazards.
17. Fire Safety Compliance
All fire safety systems must comply with the Fire (Scotland) Act 2005 and be installed, maintained, and certified to the appropriate standards.
18. Telecommunications, Network, and Brokered Services
18.1 Phone System Installation
18.1.1 Procom Group shall carry out the installation of phone systems in line with industry best practices and the manufacturer’s specifications.
18.1.2 All installation work will be based on an agreed scope of works. Any variations requested by the Client after commencement will result in a variation order and additional cost.
18.1.3 The Client is responsible for ensuring that all premises are fit for installation, with appropriate access, power, network cabling, and environmental conditions. If these conditions are not met on the agreed installation date, the Client will be liable for rescheduling charges of £300 + VAT per day or part thereof.
18.1.4 Procom Group is not responsible for external service provider faults, including but not limited to BT/Openreach or VoIP SIP trunk providers. Any issues found to be unrelated to Procom Group-installed equipment will be chargeable at Procom Group’s standard call-out and labour rates.
18.2 Phone System Service & Maintenance
18.2.1 Maintenance agreements cover support for hardware and configurations installed by Procom Group. Support for customer-owned legacy or third-party systems is excluded unless explicitly agreed in writing.
18.2.2 SLA response times, where included, will commence only once an issue has been logged via the approved helpdesk channel.
18.2.3 The Client is responsible for maintaining a suitable environment, including surge protection and regular firmware updates, where applicable.
18.2.4 Damage caused by misuse, unauthorised configuration, third-party interference, or power/environmental issues will void support and be subject to full cost recovery.
18.3 Internet Solutions Installation
18.3.1 Procom Group may carry out installation works for internet solutions, including routers, switches, and connectivity hardware.
18.3.2 The Client agrees that Procom Group is not the circuit provider and cannot be held liable for any delays, outages, or failures arising from third-party carriers or ISPs.
18.3.3 Where cabling or active equipment is being installed, the Client must ensure a live line and adequate infrastructure is available. Procom Group will charge a failed installation fee of £250 + VAT if the installation cannot proceed due to client-side readiness issues.
18.3.4 Once installed, the Client is responsible for managing passwords, security, and administrative access unless retained by Procom Group under a managed agreement.
18.4 Structured Cabling & Networking
18.4.1 All network and structured cabling works must be signed off in advance with an agreed floorplan and outlet schedule. Late changes will be subject to additional charges.
18.4.2 The Client must notify Procom Group of any known asbestos, buried cables, or access restrictions prior to installation. Failure to do so will result in additional costs for investigation, delay, or rerouting.
18.4.3 Testing and certification will be provided where specified. Any issues post-installation relating to third-party network devices, end-user hardware, or software are outside the scope of Procom Group’s liability.
18.4.4 If Procom Group supplies patch leads or switches, it accepts no liability for subsequent changes made by the Client or their IT team without written approval.
18.5 Managed Print Services
18.5.1 Procom Group coordinates the installation and servicing of managed print solutions as an authorised partner.
18.5.2 Clients must ensure that all equipment is used in accordance with manufacturer guidelines. Use of third-party toner or non-authorised parts will void warranty and incur service charges.
18.5.3 Where contracts direct to Procom Group include rental or lease payments, the Client is bound to the minimum contract term and must give 90 days’ written notice prior to expiry to terminate the agreement. Early termination will result in fees equivalent to the remaining rental value.
18.5.4 Clients must allow remote access for diagnostics, where applicable. Refusal or technical blocking of monitoring software will remove support cover and result in additional charges.
18.5.5 Procom Group is not liable for data breaches or security events caused by the misuse of multifunction printers or unsecured printing practices. It is the Client’s responsibility to secure their printing network and device authentication.
18.6 Utilities (Brokered Service Only)
18.6.1 Procom Group acts solely as an intermediary and does not supply electricity, gas, water, telecoms or broadband directly.
18.6.2 By engaging Procom Group to assist with utility switching or procurement, the Client acknowledges that Procom Group is not responsible for service delivery, billing, metering accuracy, or supplier performance.
18.6.3 The Client agrees that any contractual agreements entered into with a supplier are their sole responsibility. Procom Group shall not be held liable for any losses, penalties, rate increases, or termination fees arising from those contracts.
18.6.4 Procom Group may receive commission from suppliers or aggregators for introducing new contracts. This does not alter the Client’s obligation to verify that the agreement suits their needs.
18.6.5 Procom Group will retain all correspondence and procurement records for audit and compliance purposes but will not negotiate supplier disputes unless a separate consultancy agreement is signed.
18.6.6 Any recommendations provided by Procom Group are offered in good faith based on the available information at the time. The Client remains solely responsible for reading and understanding the supplier terms and regulatory obligations.
18.7 Phone System Call Charges, Carrier Services, and Number Hosting
18.7.1 Carrier Services and Call Tariffs Where Procom Group facilitates access to telephone services or provides SIP trunks or hosted VoIP packages via a third-party carrier, the Client agrees that Procom Group is not the line provider and is not responsible for network availability, line faults, or service continuity. All call tariffs and carrier-related charges will be subject to the provider’s pricing and terms, which are available upon request.
18.7.2 Call Charges and Invoices Call charges are billed in accordance with the applicable rate plan or pricing table at the time of service. It is the Client’s responsibility to monitor usage and billing. Invoices will be provided monthly or quarterly depending on the agreement. Disputed items must be raised in writing within 14 days of invoice receipt.
18.7.3 Line Rentals and Hosted Numbering Charges may apply for line rental, DDI (Direct Dial-In) blocks, or hosted telephone numbers. Unless otherwise agreed in writing, hosted numbers remain the property of the underlying carrier. Number portability may be requested in line with Ofcom guidelines but is subject to third-party approval.
18.7.4 Excess Usage and Premium Rate Numbers Calls to international or premium rate numbers may incur significant charges. The Client is responsible for managing user access to such numbers and any charges incurred will be passed on in full. Procom Group may suspend access to outbound calling or international calls in the event of suspected misuse or excessive call volumes.
18.7.5 Responsibility for Third-Party Charges The Client agrees that all telephony service charges, including but not limited to carrier call charges, SIP trunk charges, hosted platform fees, or any additional bolt-ons (e.g., call recording, analytics), are the responsibility of the Client. Procom Group accepts no liability for disputes arising between the Client and the telecoms carrier.
18.7.6 Number Migration and Porting Number porting requests must be submitted in advance and may take 10–30 working days depending on the complexity and carrier. Charges for porting will be outlined in the agreement. Failed or rejected porting attempts due to incorrect data provided by the Client may incur administrative fees.
18.7.7 Telephony Fraud and Call Security The Client is responsible for securing their phone system against fraud (e.g., toll fraud or call spoofing). Procom Group accepts no responsibility for any financial loss or call charges arising from unauthorised access, hacking, or breaches unless directly caused by proven negligence of Procom Group.
18.7.8 Disconnection or Suspension Procom Group reserves the right to request disconnection or suspension of telephony services from the carrier if invoices are unpaid or if there is reason to believe the system is being used unlawfully, unethically, or in breach of UK telecommunications laws.
19. Contact Information
For any questions or concerns about these Terms or our Services, please contact Procom Group using the following details:
Technical Support
Email: helpdesk@procom-ltd.com

Billing or Accounts Enquiries
Email: accounts@procom-ltd.com

Requests for Additional Services or General Enquiries
Email: info@procom-ltd.com

Telephone
0330 0947 583

Postal Address
Procom Group
Unit 1j Willow House, Kestrel View
Strathclyde Business Park, Bellshill
Scotland, ML4 3PB