Terms & Conditions.

Procom Group

(Operated by Procom Global Ltd, registered company name)

Standard Terms and Conditions of Business
Effective Date: 3rd December 2025

1. Introduction

These Terms and Conditions (“Terms”) set out the basis on which Procom Group (“Company”, “we”, “us”, “our”) supplies products and services to business customers.

By signing or accepting an agreement, order form, proposal or other commercial document which incorporates or refers to these Terms (an “Agreement”), the customer (“Client”, “you”, “your”) agrees to be bound by these Terms. If you do not agree to these Terms, you must not engage our Services.

Company Information
Procom Group
Registered in Scotland (Company Number: SC542383)
Registered Address: Unit 1j Willow House, Kestrel View, Strathclyde Business Park, Bellshill, Scotland, ML4 3PB
Telephone: 0330 0947 583

2. Services

2.1 Scope of Services

Procom Group offers the following services (the “Services”):

CCTV Services

CCTV Installation
CCTV System Service & Maintenance
Labour Only – CCTV Installation

Fire Alarm Services

Fire Alarm Service & Maintenance
Fire Alarm Installation – Labour Only
Fire Risk Assessments
Fire Extinguisher Supply and Maintenance
Fire Alarm Installation

Access Control Services

Access Control Installation
Access Control Service & Maintenance
Access Control Installation – Labour Only

Intruder Alarm Services

Intruder Alarm Installation
Intruder Alarm Service & Maintenance
Intruder Alarm Installation – Labour Only

Telecommunications & IT Services

Phone System Installation
Phone System Service & Maintenance
Internet Solutions Installation
Structured Cabling & Networking

Managed and Utility Services

Managed Print Services
Utilities (brokered)

Other services include off-site monitoring for fire and intruder alarm systems.

The specific Services, term, locations, and commercial details will be set out in the relevant Agreement, order form, proposal or quotation.

2.2 Service Modifications

We may modify, suspend or discontinue any aspect of the Services where reasonably required due to regulatory change, supplier requirements, technical changes or operational needs. We will give the Client 30 days’ prior written notice of any significant adverse change where this is reasonably practicable.

3. Customer Responsibilities

3.1 Access and Cooperation

The Client must provide unencumbered access to its premises and working areas, and cooperate with our personnel, to enable the proper delivery, installation and maintenance of the Services.

Normal working hours for access are 8:00 to 17:00, Monday to Friday (excluding public holidays), unless otherwise agreed.

If access is not provided during these hours, or if our visit cannot proceed due to Client-side issues (including access, readiness or safety), a cancellation/rescheduling charge of £300.00 + VAT per day or part thereof may be applied. Any additional costs incurred as a result of access issues will be charged to the Client and must be paid within 30 days of the date incurred.

3.2 Permits and Approvals

The Client is responsible for obtaining all necessary consents, permits, licences, wayleaves and approvals required for the Services.

3.3 Use of Equipment

The Client agrees to use all installed equipment in accordance with applicable laws, regulations and manufacturer instructions. Unauthorised use or modification of the equipment is prohibited.

3.4 Distribution of Materials

Unless expressly stated in the Agreement, there is no allowance for vertical distribution of materials, cabling or containment.

3.5 Point of Contact

The Client must appoint a named point of contact who is available during normal working hours. If delays arise because this person cannot be contacted or is not available to make decisions, any resulting additional costs will be charged to the Client.

3.6 Movable Objects

The Client must ensure that all movable objects, furniture and obstructions are cleared from the working area when requested. Failure to do so may result in additional costs or delays, which will be charged to the Client.

3.7 Training Availability

The Client must ensure that all staff who require training are available at the times agreed with Procom Group. If additional training is required beyond what was originally agreed, this will be charged at £135.00 + VAT per training session.

3.8 Agreement of Locations

All locations for cameras, detectors, sounders, phones, wireless access points and other equipment must be agreed prior to our engineers arriving on site. If changes requested by the Client on site result in additional costs, these will be added to the Client’s invoice and must be paid in full within 30 days.

3.9 Additional Installation Costs

If Procom Group incurs additional costs during installation (including, without limitation, additional materials, labour, access, safety measures or variations requested by the Client), these will be added to the installation cost and paid by the Client.

3.10 Provision of Utilities

The Client must provide, at its own cost, electricity, water and any other utilities reasonably required for the installation and maintenance of the Services.

3.11 Network and Power

The Client is responsible for ensuring that all existing networks, power supplies and lines are operational and suitable prior to installation. If a visit fails because prerequisites are not in place, additional charges may be applied.

3.12 Welfare Facilities

The Client must provide welfare facilities, such as toilets and washing facilities, for Procom Group personnel while they are on site.

3.13 Waste Disposal

The Client must allow the use of on-site bins or waste facilities for all waste produced while carrying out the works, including cardboard, boxes and packaging, unless otherwise agreed.

3.14 Access and Task Lighting

The Client is responsible for providing suitable access lighting and task lighting, unless otherwise stated in the Agreement.

3.15 Coordination with Other Trades

The Client is responsible for coordinating other trades so that our works can proceed without undue interference or delay. Procom Group shall have no responsibility for delays or additional costs arising from other trades.

3.16 As-Built Information

The Client is responsible for providing accurate as-built information and details of all services (including hidden or buried services) within the working area.

3.17 Protection of Works and Surfaces

The Client is responsible for protecting existing finishes, fixtures, fittings and surfaces during the works, unless otherwise agreed in writing.

3.18 Compliance with Safety Standards

The Client must comply with all health and safety requirements notified by Procom Group, maintain safe access routes, and ensure that the working area is safe for our personnel.

3.19 Access Equipment and Plant

Unless expressly stated otherwise in the quotation or Agreement, the Client is responsible for providing, at its own cost, all access equipment and plant required to carry out the works safely. This includes, but is not limited to, scaffolding, mobile elevating work platforms (MEWPs), cherry pickers, towers, podiums and any other access or lifting equipment.

Where Procom Group has agreed to provide access equipment or plant, this will be clearly itemised in the quotation or Agreement and explicitly identified as being provided by Procom Group.

Any delay, stand-down time, aborted visit or additional visit arising from the Client’s failure to provide suitable access equipment or plant will be chargeable in accordance with these Terms (including Clauses 3.1, 3.9, 18.1.3 and any similar provisions). All such additional costs must be paid within 30 days of the date incurred.

4. Payment Terms

4.1 Pricing

Charges for the Services will be set out in the Agreement or in any quotation accepted by the Client. All prices are exclusive of VAT unless stated otherwise and are subject to variation in accordance with Clause 5 (Price Increases).

4.2 Payment

Payment terms are as stated in the Agreement. Unless otherwise specified, invoices are payable in full within 30 days of the invoice date.

Failure to make payment in accordance with the agreed terms may result in suspension or termination of Services and/or the application of late payment charges.

4.3 Late Payments and Administration Charge

Late payments may incur interest and compensation under the Late Payment of Commercial Debts (Interest) Act 1998 (as amended). In addition, where a payment is not made by the due date, a non-payment / administration fee of £25.00 + VAT may be applied and Services may be suspended until the fee and all outstanding sums are paid in full.

4.4 Standard Payment Terms

Unless otherwise stated in the Agreement, payment is due 30 days after receipt of invoice.

4.5 Direct Debit

Where a direct debit arrangement is in place, payments will be collected in line with the agreed schedule. Clients who do not pay by direct debit will be charged £15.00 + VAT per payment transaction. If a payment is not made in accordance with the agreed terms, late payment and administration charges will apply.

4.6 Annual Administration Fee

The Client agrees to pay an annual administration fee of £40.00 + VAT for administration and management of the works or contract. This fee is due annually on the anniversary of the Agreement and is payable for the duration of the contract. The fee will be itemised separately on the invoice and is payable within 30 days of invoice date. Failure to pay may result in late payment fees and/or suspension of Services.

4.7 Non-Payment and Debt Recovery

If payment is not received within 30 days of the invoice date (or such other period as may be stated in the Agreement), we may refer the outstanding balance to a debt collection agency. The Client will be liable for all additional costs incurred in recovering the debt, including collection agency fees, reasonable legal costs and court fees. We may also report delinquencies to credit reference agencies.

5. Price Increases

5.1 Right to Vary Charges

We reserve the right to increase charges at any time to reflect changes in supplier pricing, regulatory requirements, inflation, wage or fuel costs, or other increases in operational or delivery costs. This may include one-off charges, recurring charges, and any other amounts payable under the Agreement.

5.2 Notice of Adjustment

We will give the Client at least thirty (30) days’ prior written notice of any price increase, unless a shorter period is required to comply with law or regulatory requirements. Notice may be given by email or first-class post to the Client’s last known contact details.

5.3 In-Term Increases

Price increases may take effect during the Term, including during any fixed-duration period, where they arise from external cost pressures such as third-party supplier price increases, changes in law or regulation, or material increases in operational costs, provided notice is given in accordance with Clause 5.2.

5.4 Client Acknowledgement

By entering into the Agreement, the Client acknowledges that charges may be varied in accordance with this Clause 5 and agrees to pay any revised charges following notification.

5.5 Third-Party Cost Increases and Pass-Through

Where Procom Group incurs increased costs from third-party suppliers, manufacturers, finance providers, carriers, utility providers, sub-contractors or other external parties in connection with the Services, those increases may be passed through to the Client on a like-for-like basis, in addition to any general price review.

We will notify the Client of any such pass-through increases in accordance with Clause 5.2 and they will take effect on the date specified in the notice.

6. Warranty and Liability

6.1 General Warranty

We will perform the Services with reasonable skill and care. Any specific warranty periods or conditions will be set out in the Agreement or in relevant product documentation.

6.2 Warranty – CCTV, Access Control, Intruder, Phone, Wi-Fi and Fire Alarm Equipment

Procom Group provides a 12-month warranty on all installed CCTV, Access Control, Intruder, Phone, Wi-Fi and Fire Alarm Equipment supplied and installed by us. This warranty covers defects in materials and workmanship under normal use and maintenance during the warranty period.

During this period, we will (at our option) repair or replace defective equipment at no additional cost, provided the defect is not due to misuse, unauthorised modifications, third-party interference, or damage caused by external factors beyond our control.

The Client must notify us promptly of any suspected defect and provide all information reasonably required to investigate the issue.

6.3 Limitation of Liability

Nothing in these Terms excludes or limits our liability for: (a) death or personal injury caused by our negligence; (b) fraud or fraudulent misrepresentation; or (c) any other liability which cannot lawfully be excluded or limited.

Subject to the foregoing:

We shall not be liable for any indirect, special or consequential loss, or for any loss of profit, revenue, business, contracts, anticipated savings or goodwill (in each case whether such loss is direct or indirect), arising out of or in connection with the Agreement or the Services.
We shall not be liable for any loss of or damage to data, save that we shall, where reasonably practicable, assist the Client to restore such data from the Client’s own back-ups and the cost of such restoration shall in all cases be subject to the limitation of liability set out below.
Our total aggregate liability to the Client arising out of or in connection with the Agreement and/or the Services (whether in contract, delict/tort, negligence or otherwise) in any period of twelve (12) months shall in all circumstances be limited to an amount equal to the total charges (excluding VAT) paid by the Client under the Agreement in the six (6) months immediately preceding the date of the first event giving rise to the relevant claim.

6.4 Indemnity

The Client shall indemnify and keep indemnified Procom Group against all claims, losses, liabilities, costs and expenses arising out of or in connection with:

any misuse of the Services by the Client or its employees, agents or contractors;
any breach of these Terms by the Client; or
any claim made by a third party arising from the Client’s use of the Services.

7. Term and Termination

7.1 Term

The Services are supplied for the term stated in the Agreement, order form or other document signed or accepted by the Client (the “Term”).

7.2 Termination by the Client (Early Cancellation)

7.2.1 The Client may cancel or terminate the Agreement, or any Service under it, at any time by giving written notice to Procom Group.

7.2.2 If the Client cancels or terminates the Agreement, or any Service under it, before the end of the Term, the Client must pay the Outstanding Amount as an early termination charge.

7.2.3 The Outstanding Amount means:

all charges that would have become payable by the Client from the effective date of cancellation up to the end of the Term (including, without limitation, all remaining rental, service, maintenance, monitoring and other recurring charges); plus
any invoices already issued but unpaid as at the effective date of cancellation; plus
any other charges which have accrued under the Agreement but have not yet been invoiced.

7.2.4 For the avoidance of doubt, where the Client has entered into, for example, a 66-month agreement and cancels at any time before the expiry of month 66, the Client will be liable to pay all charges that would have fallen due from the date of cancellation up to and including month 66, together with any unpaid or accrued sums as described in Clause 7.2.3.

7.2.5 No refunds will be given for installation, connection, set-up or other upfront fees, or for any advance payments, unless required by law or expressly agreed in writing by Procom Group.

7.3 Termination by Procom Group

Procom Group may terminate the Agreement, or any Service under it, immediately by written notice to the Client if:

the Client fails to pay any sum due under the Agreement by the due date and does not remedy that failure within seven (7) days after receiving written notice to do so; or
the Client commits any other material breach of the Agreement and, where the breach can be remedied, does not remedy it within the period specified in a written notice; or
the Client becomes insolvent, enters administration or liquidation, proposes or enters into any voluntary arrangement with creditors, or is otherwise unable to pay its debts as they fall due.

Where Procom Group terminates the Agreement under this Clause 7.3 before the end of the Term, the Client will be treated as having cancelled early and must pay the Outstanding Amount calculated in accordance with Clause 7.2.

7.4 Effect of Termination

Termination or cancellation of the Agreement (for any reason) shall not affect any rights or obligations which have accrued up to the date of termination. Any provisions of these Terms which expressly or by implication are intended to continue in force after termination (including, without limitation, Clauses 4, 5, 6, 7, 9, 10, 14 and 18) shall remain in full force and effect.

8. Privacy

8.1 Data Collection

We may collect personal data about the Client and its personnel in connection with the Services. Details of our data processing practices are set out in our Privacy Policy, which forms part of these Terms.

8.2 Data Use

Personal data will be used solely for the purposes of providing, managing and improving the Services, complying with legal obligations, and for other lawful business purposes as described in the Privacy Policy.

9. Governing Law

These Terms and the Agreement, and any disputes or claims arising out of or in connection with them, shall be governed by and construed in accordance with the laws of Scotland (Scots law).

10. Dispute Resolution

10.1

If any dispute arises out of or in connection with the Agreement, the parties shall first seek to resolve it amicably through good faith discussions between senior representatives of each party.

10.2

If the dispute is not resolved within thirty (30) days of one party giving written notice of the dispute to the other, Procom Group may, at its sole discretion, determine whether the dispute shall be referred to:

(a) the exclusive jurisdiction of the Scottish courts; or
(b) binding arbitration in accordance with Clause 10.3.

10.3

Where Procom Group elects to refer a dispute to arbitration, the dispute shall be finally resolved by binding arbitration. Any such arbitration shall be seated in Scotland, conducted in English and governed by Scots law and the Arbitration (Scotland) Act 2010. Unless otherwise agreed, the tribunal shall consist of a sole arbitrator appointed by agreement between the parties or, failing agreement within fourteen (14) days, by the President (or equivalent office-holder) of the Law Society of Scotland upon the application of either party.

10.4

The Client irrevocably submits to (i) the jurisdiction of the Scottish courts pursuant to Clause 10.2(a); and/or (ii) arbitration pursuant to Clause 10.2(b), as elected by Procom Group. The Client shall not commence or pursue any proceedings in any other forum in relation to any dispute arising out of or in connection with the Agreement, save to the extent necessary to enforce an arbitral award or as required by mandatory law.

10.5

Nothing in this Clause 10 shall prevent Procom Group from seeking or obtaining urgent injunctive, interim or declaratory relief, or an order for payment of undisputed sums due, from the Scottish courts.

11. Changes to Terms

We may update or amend these Terms from time to time. Any changes will take effect:

immediately upon being posted on our website; or
upon written notification to the Client;

whichever occurs first. Continued use of the Services after such changes take effect shall constitute acceptance of the updated Terms.

11.1 Ownership of Equipment (Lease-Purchase)

Where Procom Group equipment is supplied under a lease or rental arrangement with an option to purchase:

Upon completion of the lease term and full settlement of all payments and obligations under the Agreement, the Client shall have the option to purchase the equipment at a price equal to three (3) months of the agreed lease charge, unless otherwise stated in the Agreement.

Ownership will transfer to the Client once the purchase price has been received in full. Procom Group will provide any documentation reasonably required to effect transfer and confirms that, at the time of transfer, the equipment will be free from any third-party security interests or encumbrances created by Procom Group.

12. Novation

If the Client changes its business name, ownership or structure in a way that requires the Agreement to be novated or transferred, a novation fee of £150.00 + VAT will apply and must be paid in full prior to the novation being processed.

If payment is not received before the next scheduled invoice is issued, all applicable direct debit and late payment charges under these Terms will apply. Procom Group may suspend Services until the novation fee has been paid and the novation completed.

13. Use of Photographs and Promotional Material

By entering into the Agreement, the Client grants Procom Group the right to use photographs and images of the installed works for promotional purposes, including on our website, social media channels and marketing materials.

If the Client wishes to opt out, it must notify Procom Group in writing before the commencement of works. We will respect any such written request, subject to any legal or regulatory requirements.

14. Service & Maintenance Agreement Terms – (If Applicable)

14.1 Purpose

Where a separate service and maintenance arrangement is in place between Procom Group and the Client (a “Service & Maintenance Agreement”), this Clause 14 sets out additional terms relating to ongoing maintenance and aftercare.

14.2 Scope of Services

Unless otherwise agreed in writing, Clients with an active Service & Maintenance Agreement will receive:

Annual system inspections
Six-monthly inspections for fire systems (where required by standards)
Routine scheduled maintenance
Software or firmware updates (where applicable)
Access to Procom Group’s support ticketing system
A designated account manager (where applicable)
12-month warranty on equipment supplied and installed by Procom Group (see Clause 6.2)
Post-warranty repair or replacement services, chargeable as set out below

14.3 Client Responsibilities

The Client shall:

operate the equipment in accordance with Procom Group’s instructions and any manufacturer guidance;
take reasonable steps to prevent misuse, negligence or third-party interference; and
protect equipment from damage, tampering and environmental harm.

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

14.4 Call-Out Charges, Labour Rates and Additional Costs

14.4.1 Call-Out Charges

Clients with an active Service & Maintenance Agreement: £120.00 + VAT (includes the first hour of labour on site)
Clients without an active Service & Maintenance Agreement: £180.00 + VAT (includes the first hour of labour on site)
Residential clients: 25% discount applies to the above call-out rates

Where the fault is confirmed to be due to 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, stating whether the fault is due to Procom Group (installation or product defect) or the Client (misuse, damage, third-party works, environment, etc.).

14.4.2 Hourly Labour Rates (After Initial Call-Out)

With an active Service & Maintenance Agreement: £85.00 + VAT per hour
Without an agreement: £125.00 + VAT per hour
Residential clients: 25% discount applies to standard labour rates

14.4.3 Additional Charges

Materials used for repairs or replacements are charged separately
Work carried out outside 08:30–17:00 Monday to Friday will be charged at out-of-hours rates, quoted in advance
Travel beyond a 25-mile radius from Procom Group’s base may incur additional charges, agreed in advance
Residential discounts apply only to labour and not to materials or travel

14.4.4 Charging Principles

All charges and terms in Clause 14.4 align with Clauses 3.9 and 4 of these Terms. Charges are subject to periodic review and may be updated by written notice.

14.5 Issue Reporting

The Client must log all service issues through Procom Group’s ticketing system to ensure accurate tracking and timely resolution.

Tickets can be raised by:

emailing helpdesk@procom-ltd.com; or
calling 0330 0947 583.

The Client must provide sufficient information, including the affected system, site address and a description of the fault.

Issues reported through informal channels (such as direct contact with engineers, sales personnel) may result in delay and may not be covered under any SLA.

14.6 Internet Connectivity Requirement

Where remote diagnostics or IP-connected systems are used, the Client must maintain an adequate internet connection, including a minimum upload speed of 10 Mbps for systems requiring live video or real-time communication.

Failure to provide suitable connectivity may reduce the effectiveness of support services and may suspend certain obligations under any Service & Maintenance Agreement.

14.7 Access and Cooperation

The Client must provide our engineers with reasonable access to all relevant systems and infrastructure and must cooperate with scheduled visits, including following agreed safety procedures and ensuring that keyholders or site contacts are available.

15. Marketing and Promotional Use

Subject always to Clause 13, the Client grants Procom Group permission to use images, videos or photographs taken during installation or servicing for marketing and promotional purposes. Sensitive or confidential information will only be used with the Client’s explicit consent.

16. General Health & Safety

Procom Group staff and contractors will comply with applicable health and safety legislation and with Procom Group’s own policies and RAMS (Risk Assessments and Method Statements).

The Client must notify Procom Group of any site-specific hazards or requirements prior to commencement of works and must ensure that the site is safe and suitable for the works to be carried out.

17. Fire Safety Compliance

All fire safety systems installed or maintained by Procom Group will be designed and installed, so far as reasonably practicable, to comply with the Fire (Scotland) Act 2005 and relevant British Standards (including BS 5839 where applicable).

The Client remains responsible for ongoing legal compliance as the duty-holder and for acting on any recommendations made in fire risk assessments or system reports.

18. Telecommunications, Network and Brokered Services

18.1 Phone System Installation

18.1.1 Procom Group will install phone systems in accordance with industry practice and manufacturer specifications.

18.1.2 Installation will follow the scope set out in the Agreement. Any variation requested by the Client after work has started may be treated as a chargeable variation.

18.1.3 The Client is responsible for ensuring that premises are ready for installation, including suitable access, power, network cabling and environmental conditions. If these conditions are not met on the agreed date, rescheduling charges of £300.00 + VAT per day or part thereof may apply.

18.1.4 Procom Group is not responsible for faults in external provider networks (e.g. BT/Openreach, SIP providers). Where a fault is found not to be related to equipment or configuration supplied by Procom Group, call-out and labour will be charged at standard rates.

18.2 Phone System Service & Maintenance

18.2.1 Maintenance agreements cover hardware and configurations installed by Procom Group. Support for legacy or third-party systems is only provided where explicitly agreed in writing.

18.2.2 Any Service Level Agreement (SLA) response times run from the time a valid ticket is logged using the approved helpdesk channels.

18.2.3 The Client is responsible for maintaining a suitable environment (including power protection and firmware updates where applicable) unless otherwise agreed.

18.2.4 Damage caused by misuse, unauthorised configuration changes, third-party interference or environmental issues is not covered by standard support and may be chargeable.

18.3 Internet Solutions Installation

18.3.1 Procom Group may install routers, switches, firewalls and other connectivity hardware as part of internet or WAN solutions.

18.3.2 Procom Group is not the circuit provider and is not liable for delays, outages or failures caused by third-party carriers or ISPs.

18.3.3 Where a live line or upstream service is required, the Client must ensure it is in place and functioning prior to installation. If the installation cannot proceed due to Client-side readiness, a failed installation fee of £250.00 + VAT may be charged.

18.3.4 Once installed, the Client is responsible for day-to-day administration (including passwords and access) unless Procom Group is contracted to provide a managed service.

18.4 Structured Cabling & Networking

18.4.1 All structured cabling and networking works must be agreed in advance with an approved floorplan and outlet schedule. Late changes may incur additional charges.

18.4.2 The Client must inform Procom Group of any known asbestos, buried services or access restrictions before work starts. Failure to do so may result in additional investigation, delay and cost.

18.4.3 Testing and certification will be provided where specified. Issues arising from third-party network devices, end-user hardware or software are outside Procom Group’s liability.

18.4.4 Procom Group accepts no liability for problems arising from subsequent changes made by the Client or its IT providers to any network configuration, patch leads or switches supplied by Procom Group, unless such changes have been approved in writing by Procom Group.

18.5 Managed Print Services

18.5.1 Procom Group coordinates installation and servicing of managed print solutions as an authorised partner.

18.5.2 Equipment must be used in line with manufacturer guidelines. Use of non-authorised parts or consumables may void warranty and incur service charges.

18.5.3 Where contracts include rental or lease payments, the Client is bound to the term stated in the Agreement and must give at least 90 days’ written notice prior to expiry to avoid automatic renewal if applicable. Early termination may result in charges equal to the remaining rental value.

18.5.4 Where remote monitoring is part of the service, the Client must allow remote access. If access is blocked or removed, support cover may be reduced and additional charges may apply.

18.5.5 Procom Group is not liable for data breaches or security events arising from the Client’s use of multifunction devices, printing workflows or user authentication settings.

18.6 Utilities (Brokered Service Only)

18.6.1 Procom Group acts solely as an intermediary for utility and telecoms contracts and does not itself supply electricity, gas, water, telecoms or broadband.

18.6.2 The Client remains responsible for service delivery, billing, metering accuracy and supplier performance under any utility contracts entered into.

18.6.3 Procom Group is not liable for any losses, penalties or charges arising from such contracts, including rate changes or termination fees.

18.6.4 Procom Group may receive commission from suppliers for introducing contracts. This does not alter the Client’s responsibility to ensure that any contract meets their needs.

18.6.5 Procom Group will retain correspondence records for compliance purposes but will not manage or resolve disputes with suppliers unless a separate consultancy agreement is in place.

18.6.6 Recommendations are provided in good faith based on information available at the time. The Client remains responsible for reviewing supplier terms and regulatory obligations.

18.7 Phone System Call Charges, Carrier Services and Number Hosting

18.7.1 Where Procom Group facilitates access to carriers, SIP trunks or hosted voice platforms, Procom Group is not the line provider and is not responsible for network availability or continuity.

18.7.2 Call charges are billed in accordance with the applicable tariff. The Client must monitor usage and review invoices. Disputes must be raised in writing within 14 days of receipt.

18.7.3 Line rental, DDI blocks and hosted numbers may be chargeable. Unless otherwise agreed, hosted numbers remain the property of the underlying carrier. Number portability is subject to carrier rules.

18.7.4 Calls to international and premium-rate numbers may incur high charges. The Client is responsible for managing access to such numbers. Procom Group may request that carriers restrict outbound services if misuse is suspected.

18.7.5 All carrier-related telephony charges, platform fees and bolt-ons are the responsibility of the Client. Procom Group is not a party to any dispute between the Client and the carrier.

18.7.6 Number porting requests must be submitted in good time. Failed or rejected porting due to incorrect information supplied by the Client may incur administrative fees.

18.7.7 The Client is responsible for securing its phone systems against fraud (including toll fraud). Procom Group accepts no liability for call charges arising from unauthorised access unless caused by Procom Group’s proven negligence.

18.7.8 Procom Group may request that a carrier disconnect or suspend services if invoices are unpaid or there is reason to suspect unlawful or improper use.

18.8 Service Availability, Faults and Maintenance

18.8.1 While Procom Group will use reasonable skill and care to maintain service availability, telecoms and internet services cannot be guaranteed fault-free or continuously available.

18.8.2 Services may be affected by factors outside Procom Group’s control (including third-party carrier faults, power outages, line faults and external works). Procom Group is not liable for interruptions arising from such factors, subject to Clause 6.

18.8.3 Planned maintenance or upgrades may require temporary service interruptions. Where reasonably practicable, Procom Group will give prior notice of any material outage.

18.8.4 Faults must be reported via the helpdesk channels set out in Clause 14.5. Where no formal SLA is in place, faults will be addressed on a reasonable endeavours basis during business hours.

18.8.5 If a fault is traced to Client equipment, internal networks or third-party services not supplied by Procom Group, time spent investigating and resolving may be chargeable at standard rates.

18.9 Speeds, Performance, Fair Usage and Traffic Management

18.9.1 Any stated bandwidth, throughput or “up to” speed is indicative only and not guaranteed. Actual performance depends on factors including line conditions, contention, distance, Wi-Fi environment and third-party networks.

18.9.2 Services may be subject to a Fair Usage Policy (FUP) and/or traffic management policy. The Client agrees to comply with any such policies notified or published by Procom Group.

18.9.3 Procom Group may apply reasonable traffic management measures to protect its network and other users, including prioritising certain types of traffic or moderating speeds during peak periods, in accordance with any published policy.

18.9.4 If Client usage is persistently excessive or materially beyond levels expected for the tariff, Procom Group may require the Client to move to a more suitable tariff and/or apply usage charges or technical limits, as permitted in the relevant policy or Agreement.

18.9.5 Where usage caps or allowances apply, the Client is responsible for monitoring usage. Out-of-bundle usage will be charged at the applicable rates.

18.10 Acceptable Use and Prohibited Activities

18.10.1 The Client must ensure that all use of the Services complies with applicable law and with any Acceptable Use Policy (AUP) issued or updated by Procom Group from time to time.

18.10.2 The Services must not be used to:

engage in unlawful, fraudulent or criminal activity;
send spam, bulk unsolicited communications or nuisance calls;
infringe intellectual property, privacy or confidentiality;
distribute defamatory, offensive, obscene or illegal material;
gain unauthorised access to systems, networks or data;
run open relays, open proxies or similar exploitable services;
carry out denial-of-service attacks or any activity that degrades the network.

18.10.3 The Client is responsible for all use of the Services from its accounts, whether authorised by it or not, and must maintain appropriate security and access controls.

18.10.4 If Procom Group reasonably believes that the Client is in breach of this clause, Procom Group may take appropriate steps, including traffic filtering, temporary suspension or termination of Services.

18.10.5 The Client shall indemnify Procom Group against all losses, claims and expenses arising from any breach of this Clause 18.10 by the Client or its users.

18.11 IP Addresses, Domain Names and Network Configuration

18.11.1 Any IP addresses, domain names or similar resources allocated or routed to the Client remain the property of Procom Group or its licensors and may be changed or withdrawn at any time where reasonably necessary or required by law or a third-party provider.

18.11.2 The Client shall not sell or transfer any such resources without Procom Group’s prior written consent.

18.11.3 Assistance with domain registration or DNS changes is provided on a best-efforts basis. Procom Group is not responsible for ongoing renewal or legal validity unless expressly agreed.

18.11.4 The Client is responsible for its internal network design, Wi-Fi, VLANs and firewall rules, unless Procom Group is expressly contracted to provide managed network services.

18.12 Emergency Calls and Power Dependency (VoIP and Hosted Telephony)

18.12.1 Where Procom Group provides voice services over IP, the Client acknowledges that such services may rely on mains power and working broadband. In the event of a power cut, broadband outage or network failure, voice services – including emergency calls – may not be available.

18.12.2 The Client is responsible for putting in place alternative means of contacting emergency services (for example, analogue lines or mobile phones) in the event of such outages.

18.12.3 Procom Group will comply with any applicable regulatory obligations relating to emergency services access, but nothing in this Agreement limits statutory rights or obligations in that regard.

18.13 Security, Customer Equipment and Third-Party Systems

18.13.1 The Client is responsible for the security of its own systems, devices and data. Procom Group is not responsible for security breaches or data loss on the Client’s internal systems, except where directly caused by Procom Group’s negligence.

18.13.2 Where Procom Group supplies CPE such as routers or firewalls, configuration will be carried out in accordance with the agreed design. Unauthorised changes by the Client or third parties may void support or warranty.

18.13.3 The Client must promptly inform Procom Group of any suspected security incident relating to the Services (for example, toll fraud or system compromise). Procom Group may suspend or limit Services where reasonably necessary to investigate or contain an incident.

18.13.4 Integration with third-party platforms (e.g. CRM or cloud services) is subject to those third-party services. Procom Group is not responsible for failures, changes or outages in third-party systems.

18.14 Service Changes and Decommissioning

18.14.1 Procom Group may modify technical aspects of the Services (including underlying platforms or carriers) where this does not materially reduce functionality, or where required by regulation, security or supplier changes. Any material adverse change will be notified in accordance with Clause 5.2.

18.14.2 On termination or expiry of the Services, the Client is responsible for arranging any required number porting, service migration or data export before disconnection.

18.14.3 Procom Group is not liable for any loss of numbers, data or configuration where the Client fails to complete migration or backup before the Services are disconnected.

19. Contact Information

Technical Support
Email: helpdesk@procom-ltd.com

Billing / Accounts
Email: accounts@procom-ltd.com

General Enquiries / Additional Services
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