Terms & Conditions
These Terms and Conditions govern your use of the Vicente Ltd website and the purchase and delivery of managed security services provided by Vicente Ltd. By accessing our website or engaging our services, you agree to be bound by these Terms.
1. About Us
Vicente Ltd is a managed security services provider registered in England & Wales. Our registered office is at 128, City Road, London, EC1V 2NX, United Kingdom. For all enquiries, contact us at contact@vicente.digital.
2. Services
Vicente Ltd provides managed cybersecurity services including Firewall Management, Network Monitoring (SOC), Endpoint Security, DDoS Protection, VPN & Secure Access, Penetration Testing, Vulnerability Assessment, Incident Response, and Compliance Consulting. The specific scope, deliverables, service levels, and pricing for each engagement are set out in the applicable Order Form, Statement of Work, or subscription plan selected at the time of purchase.
3. Ordering and Contract Formation
A binding contract is formed when: (a) you submit an order through our website and receive written confirmation from us; or (b) you sign a Statement of Work or Order Form. We reserve the right to decline any order at our sole discretion. Subscription services commence on the date specified in the Order Form or, if no date is specified, on the date we confirm your order.
4. Fees and Payment
Fees are as set out in the applicable Order Form or pricing page. Subscription fees are billed monthly or annually in advance. All fees are exclusive of VAT and applicable taxes. Payment is processed via Stripe. If payment fails, we reserve the right to suspend services until payment is received. Overdue invoices accrue interest at 8% per annum above the Bank of England base rate under the Late Payment of Commercial Debts (Interest) Act 1998.
5. Service Levels (SLA)
We commit to the following service levels for active subscriptions: Managed SOC / Network Monitoring — 99.95% platform availability; Firewall Management — 99.99% uptime SLA; DDoS Protection — 99.99% availability SLA; Incident Response — 4-hour emergency response SLA for Retainer clients; General enquiries — response within 4 business hours. SLA credits are the sole and exclusive remedy for SLA failures, capped at 30% of that month's fee.
6. Client Obligations
You agree to: (a) provide accurate and complete information necessary for us to deliver the services; (b) grant us the access, permissions, and authorisations required; (c) ensure that any penetration testing or vulnerability assessment activities are authorised in writing before commencement; (d) comply with all applicable laws and regulations; (e) not use our services for any unlawful purpose.
7. Intellectual Property
All intellectual property rights in our website, tools, methodologies, and proprietary software remain the exclusive property of Vicente Ltd. Deliverables produced specifically for you under a SOW are licensed to you for internal use only upon full payment. You may not resell, sublicense, or distribute deliverables without our prior written consent.
8. Confidentiality
Each party agrees to keep confidential all non-public information disclosed by the other party in connection with the services, and to use it solely for the purpose of performing obligations under these Terms. Confidentiality obligations survive termination of these Terms for a period of 5 years.
9. Limitation of Liability
Our total aggregate liability shall not exceed the total fees paid by you in the 12 months preceding the claim. We shall not be liable for any indirect, incidental, special, consequential, or punitive damages. Nothing in these Terms limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded by law.
10. Indemnification
You agree to indemnify, defend, and hold harmless Vicente Ltd and its officers, directors, employees, and agents from and against any claims, liabilities, damages, losses, and expenses arising out of or in connection with your breach of these Terms or your violation of any applicable law or third-party rights.
11. Termination
Either party may terminate a subscription by providing 30 days' written notice prior to the next renewal date. We may terminate or suspend services immediately upon written notice if you breach these Terms and fail to remedy the breach within 14 days of notice, or if you become insolvent. Upon termination, all outstanding fees become immediately due.
12. Changes to Services and Terms
We reserve the right to modify these Terms at any time. We will provide at least 30 days' notice of material changes via email or a notice on our website. Continued use of our services after the effective date of changes constitutes acceptance.
13. Governing Law and Dispute Resolution
These Terms are governed by and construed in accordance with the laws of England and Wales. Any dispute arising out of or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales. Before commencing legal proceedings, the parties agree to attempt to resolve any dispute through good-faith negotiation for a period of 30 days.
14. General
These Terms constitute the entire agreement between the parties and supersede all prior agreements. If any provision is found to be unenforceable, the remaining provisions continue in full force. You may not assign your rights under these Terms without our prior written consent.
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