Service terms

OneTicketDesk records and coordinates service requests. The applicable order form identifies whether the customer is buying software, white-label platform access or THNF-managed IT support. A software licence does not include outsourced support labour.

Prices and tax

Published prices are in pounds sterling and exclude VAT where legally applicable. Infrastructure, third-party licences, payment-provider fees, hardware, projects, migration and bespoke integrations are included only when the order form says so.

Support scope

Product-fault support is provided during THNF business hours. Managed Core and Managed Plus operate Monday to Friday, 09:00-17:00 Europe/London, excluding England and Wales public holidays. Each order form defines authorised users, included services and any different operating hours.

Response targets

Response targets measure acknowledgement and triage during contracted working hours; they are not guaranteed resolution times. Managed Core targets are two business hours for critical requests, four business hours for high priority, one business day for normal priority and two business days for low priority. Managed Plus targets are one business hour, two business hours, four business hours and one business day respectively. Critical requests must also use the contracted urgent contact route.

Customer responsibilities

Customers must provide accurate authorised contacts, lawful instructions and data, supported devices and licences, timely access and approvals, joiner and leaver information, and control of any requested domain or DNS. Users must protect credentials and must not upload unlawful content, malware, passwords, payment credentials or unnecessary sensitive information.

Availability and integrations

Planned maintenance and events outside reasonable operational control may affect availability. A mailbox, identity provider, payment account, custom domain, device connector or API is part of the live service only after its production acceptance test has passed.

Billing and cancellation

Monthly subscriptions renew monthly and may be cancelled before renewal; access normally remains through the paid period. Annual subscriptions are non-refundable after activation except where required by law or THNF cannot provide the contracted hosted service. Failed payment enters the contracted recovery period before suspension. OneTicketDesk does not store payment-card numbers.

Data, export and exit

The signed agreement and data-processing terms define the parties' data-protection roles. During the contract, THNF processes customer workspace data only to provide, secure and support the service. After termination, an authorised administrator may request the standard tenant export during the 30-day exit window. Primary tenant data is then scheduled for deletion, subject to legal holds and agreed records; residual backup copies expire through the normal backup cycle. Exports never include THNF secrets, source code, platform credentials or another tenant's data.

Contract priority

The signed order form, service schedule and data-processing agreement take priority over this summary. Bespoke response, recovery, retention or deployment commitments apply only when written into those documents.