+44 (0)1245 807 620

1. General Terms and Conditions

1.1 Errors and omissions excepted

1.2 Works will be carried out during normal working hours (7am to 6pm Monday to Friday, with the exclusion of bank holiday and other public holidays)

1.3 Unobstructed access to site and working areas will be provided at all times. Prior and reasonable notice will be provided by you if for any reason areas are inaccessible or to be made inaccessible at any time for any period of time. Any retraction in access must be agreed by us in advance

1.4 All costs associated with use of the system are to be paid for by you. This includes, but is not limited to, electricity, phone bills and internet service provider costs

1.5 All equipment supplied by BGE Digital remains the property of BGE Digital until paid in full by you

1.6 In the event that the customer has not paid all monies owing to BGE the customer agrees and acknowledges that no further support, services or orders can be placed or offered by BGE unless expressly agreed in advance with BGE

1.7 The customer should inform BGE at the time of requesting a quotation that a contract is required by deed and/or additional contract documents are required such as duty of care deed, collateral warranty or additional similar documents.  At all times BGE reserve the right to charge an additional sum for review and execution

1.8 Where quotations are produced in values other than the Great Britain Pound (GBP), we reserve the right to amend or alter the quotation value in line with market conditions and changes to the exchange rate

1.9 The customer agrees and acknowledges that these terms and conditions may be updated from time to time and up to date terms can be found on BGE’s website:
https://www.bgedigital.com/terms-and-conditions/

 

2. Assumptions, exclusions and services required by/from you

2.1 We shall not be responsible for alterations or changes made by you or any other third party that affect our installation and configuration

2.2 We shall not be responsible for existing equipment or cabling and/or equipment or cabling not supplied by us including, but not limited to, routers, IP switches, wireless access points, mains sockets/spurs and circuit breakers, data outlets and patch panels etc. This list is not exhaustive

2.3 We shall not be responsible for changes to service providers following our works including, but not limited to Internet Service Provider (ISP), telephone service provider, mobile telephone service provider nor are we responsible for the quality of the service that these providers operate and maintain

2.4 We have not allowed for specialist working at height apparatus such as MEWPs, scaffolding, cherry pickers etc unless specifically stated within this proposal.  We have allowed for hop-ups, stepladders and ladders.  Any requirement for specialist working at height equipment will be subject to additional costs for hire, setup, removal and the additional time requirements for such use of this equipment.  Our standard working practices are for the use of steps and ladders due to the minimal times required for their use

2.5 All containment and cabling fitted by others for our works are to be brought to the point of our equipment completely and correctly and are to be fully and properly accessible. We reserve the right to make additional charges to you in the case where we are required to finish the containment and cabling. In addition, cabling must be of suitable type and quality, certified to the latest industry standards and undamaged from end-to-end

2.6 We have not allowed for protective containment for cabling unless specifically stated within this proposal. Where containment has been specified it will be plastic mini-trunking in white for internal spaces and externally will be flexible plastic containment in black unless specifically stated that it is of some other type e.g. we have allowed for 5m of 20mm diameter galvanised steel tube

2.7 All conduits and flexible conduits fitted by others to also have draw wires fitted prior to our installation

2.8 All cable routes and ducts are clear and suitable for use with draw wires pre-installed. Rectification works required to make ducts and containment clear and suitable are not included as part of this proposal and should such works be required the cost will be borne by you without exception. Any rectification works must be completed in advance of the works set out in this proposal. In the circumstance where rectification works have not been carried out and such required works are necessary before our works commence, we reserve the right to cease work with immediate effect or to undertake the rectification works at our entire discretion, without prior notice to you. Where we cease work, you will be responsible, in full, for the cost of the works. Where we undertake required rectification works the cost of the works will be met in full and without exception by you

2.9 We have not allowed for fitting of electrical sockets, spurs, cabling or for the cost of fitting the same by other specialist trades unless specifically stated within this proposal and where such works are required you must ensure that they are carried out and fully completed in advance of our works

2.10 We have not allowed for chasing of walls, floors or ceilings unless specifically stated in this proposal

2.11 All flush back boxes, e.g. single and double gang types, by others unless specifically stated within this proposal

2.12 All builders works by others unless specifically stated in this proposal

2.13 Unless specifically stated within this proposal, we have not allowed for any “making good” including, but not limited to, holes in ceilings, walls and other surfaces where equipment has been / is being removed or sealing of any penetrations including firebreaks

2.14 We have not allowed for any deep cleaning of areas or materials post completion of our works unless specifically stated within this proposal. If such cleaning is required, this will be entirely at your cost

2.15 Parking on site unless specifically stated within this proposal. Where parking is not able to be provided and is as such specified within this proposal, we request that there is a suitable loading/delivery area for use to drop materials and tools

2.16 We require you to provide access to clean drinking water and suitable toilet facilities for the duration of works unless specifically stated within this proposal. In such circumstances where we need to make our own provisions due to unsuitability or lack of access, we reserve the right to cease work with immediate effect or to bring in suitable facilities at our entire discretion, without prior notice to you. Where we cease work, you will be responsible, in full, for the cost of the works. Where we bring in suitable facilities, the cost will be met in full and without exception by you

 

3. Payment Terms

3.1 All payments to be cleared on or before the due date

3.2 Overdue business payments will be charged at 8% above Bank of England base rate in addition to a debt recovery cost in accordance with UK late payment legislation

3.3 Payment types accepted (subject to change without prior notice):
• Cash
• Debit card
• BACS (bank transfer)
• Cheque. Subject to £10 handling fee
• Credit card

 

4. Service Contracts and Maintenance Terms

4.1 Pricing will be reviewed annually

4.2 Missed payments may result in termination of the Service Contract

4.3 We must be given reasonable opportunity to remotely assist and fix any and all reported issues first

4.4 Recommendations and rectifications from any prior audit report which would be referred to within this proposal are implemented and effective as at the start of the Service Contract. BGE Digital reserve the right to terminate the Service Contract in the event that these have not been fully introduced and/or to additionally charge for these rectifications

4.5 Any existing defects will not be covered by our Service Contract unless specifically stated within this proposal. We will subsequently provide costs to rectify any defects discovered and will endeavour to do this within the first 60 days of Service Contract commencement

4.6 Bronze Service Contracts include an annual on-site PPM and one remote PPM session for remotely monitored sites. It also provides agreed response times with reduced callout and remote support costs

4.7 Silver Service Contracts are as per Bronze but include labour costs for site visits and remote support except for user error, misuse, vandalism and/or Acts of God which would be charged at our Service Contract prices – see our Response Rates section

4.8 Gold Service Contracts are as Silver but include parts and consumables except for user error, misuse, vandalism and/or Acts of God which would be charged at our Service Contract prices – see our Response Rates section

4.9 For Gold Service Contracts, where faulty equipment is obsolete and we cannot obtain new replacement equipment of the same make and model with a manufacturer’s warranty, we reserve the right to quote for replacement parts

4.10 Manufacturer Software Upgrade costs are excluded from all service plans unless specifically stated within the proposal and are generally quoted as a separate item

4.11 BGE shall have the right to terminate any Service Contract and / or Remote Monitoring service with immediate effect upon giving the customer 24 hours’ notice notwithstanding BGE will use its reasonable endeavours to work with the customer to minimise disruption in protection while the customer seeks alternative provision

 

5. Privacy Notice. General Data Protection Regulation (GDPR) and the Data Protection Act

The data provided by you that we hold includes, but is not limited to, the following:
• Personal / Company Information
o Name, address and contact details; legal ownership and registration details; trading premises; company background, company activity; personal data forms of directors/shareholder etc
• Contact Information (for businesses and suppliers)
o Contact name, job title, business address, business phone number/mobile number/email address
• Contact Information (for homeowners etc)
o Contact name, relationship to customer (if not main customer), address, phone number/mobile number/email address
• History of contact (customers and suppliers)
o Details of quotations provided to you / by you
o Details of works (goods and services) undertaken for you / by you
o Summary of phone calls (calls are not recorded but are logged) with you
o Email correspondence

We may be asked to disclose your information without your consent if we are required to comply with a legal obligation (e.g. a police investigation). For more information on lawful bases for processing, please follow this link to the Information Commissioner’s Office website:
https://ico.org.uk/for-the-public/is-my-information-being-handled-correctly/
If you have any questions about the information that we are required to hold or wish to request access or changes to your data, please contact us at our registered business address which can be found on our website.
Please note, the above is correct at 1st April 2018 and is a brief summary of our full Privacy Notice. Our full and latest Privacy Notice is available on our website:
https://www.bgedigital.com/privacy-notice/

 

6. Alarm Receiving Centre (ARC), Remote Video Response Centre (RVRC) (also known as remote monitoring and central station)

6.1 Remote monitoring is a service provided by a 3rd party. We use NSI accredited monitoring centres. As they are a 3rd party, we cannot guarantee their response

6.2 Faults reported to us by the monitoring centre will be actioned in line with the contract Service Level Agreement (SLA)

 

7. Documentation

7.1 Where a compiled O&M manual is requested and one has not been included in our quotation, this would be at additional cost to you

7.2 Where a compiled O&M manual is requested, it will be provided in our standard O&M manual format. Should you require a different format to our standard format, and this is not explicitly stated within our proposal, this would be at additional cost to you. If you would like to see a copy of our O&M manual format and what is included before commencement of works, please contact us

 

8. System faults, failures, fault reporting and general maintenance required by you

8.1 We do not monitor your system and are therefore unaware of faults if they arise. It is your responsibility to report faults to us

8.2 It is your responsibility to ensure your system is properly maintained including clearing of any spiders or other insects from motion detectors and cameras and ensuring that foliage is kept away from cameras and external motion detectors

8.3 Faults need to be reported to our Service department by telephone on 01245 807 620.
Alternatively, please email support@bgedigital.com although we do not guarantee that emails will be handled within the agreed SLA of a contract. For guaranteed response please call