Below are the Symbiant Terms and Conditions, please read carefully through.
For more information, please contact us.
Support
We pride ourselves in offering the best support levels provided by anyone and give you 24-hour support 7 days a week. 99% of support issues are responded to and/or resolved within 1 hour. Support is provided by our UK staff who work in shifts. We endeavour to respond to and resolve all support issues within 24 hours. Your software license has further details of our support agreement.
To log a support call, go to Symbiant Support and Submit a Ticket. Our support site also has a searchable knowledge base and trouble shooter to help you solve common problems quickly.
Hosting / SAAs
Our servers and maintained and patched on a regular daily basis. We also ensure they are never running at more than 60% capacity. We guarantee network infrastructure availability 99.99% of the time, with server uptime of 99.9% when our servers are not undergoing scheduled maintenance. Live Service Information.
Business Continuity
Client sites are backed up, off site, daily and a 10-day history kept. This means in the unlikely event of a total disaster we can re-instate your site and have you back online within a few hours.
Your Guarantee
If we fail to meet any of our service levels, you’ll be eligible to claim for one day’s service fee for the relevant service.
Our application (the software) is security tested by 3rd party information assurance specialist. Our application implements security recommendations and best practices. For our cloud platform, we use Qualys to regularly test security and Comodo for online protection. Your data is encrypted at rest using AWS KMS and industry-standard AES-256, in transit, it is encrypted using SSL TLS 1.3 or 1.2
Unless requested all data is stored and backed up in the UK
Our cloud hosting is provided and managed by Amazon Web Services.
More information about Amazon Web Services Security
Also See:
Symbiant is Cyber Essentials and Cyber Essentials PLUS certified and fully complies with these security requirements.
To cover the provisions set out in Article 28 of GDPR your data is processed by AWS (Amazon Web Services).
View our Privacy Notice
The following terms apply to Symbiant’s provision of SaaS Hosting Services:
1. Definitions: The definitions of the EULA shall continue to apply but the following additional apply: “Intellectual Property Rights” means all patents, rights to inventions, copyright and related rights, trademarks, trade names and domain names, rights in computer software, database rights, rights in confidential information (including know-how and trade secrets) and any other intellectual property rights, in each case whether registered or unregistered and including all applications (and rights to apply for) renewals or extensions of such rights and all similar or equivalent rights or forms of protection which subsist or will subsist now or in the future in any part of the world. “Agreement” means collectively, these terms herein and the terms set forth in the SLA or any further agreement between the relevant parties. “Customer” means “You” as set forth in the license. “Customer Data” means information submitted by or entered by you or a User or automatically uploaded through the use of the SaaS Services including, but not limited to, account information, network information, user IDs and usage details. “Exclusions” means the following events, which events shall be excluded from the calculation of Uptime (i) a force majeure event; (ii) outages due to Scheduled Downtime; (iii) outages based on Customer networks or domain name server issues; (iv) Customer’s configuration, scripting, coding; (v) internet outages; (vi) Customer outages requested by Customer; and (vii) Customer changes to its environment which hinder the SaaS Services. “Scheduled Downtime” means planned downtime of which Symbiant has notified Customer at least 48 hours in advance. “SaaS Services” means access to the online, web-based version of the Software (including Documentation), provided by Symbiant or its third-party provider through the use of the System. “SaaS Service Credit” means in the event that Symbiant is unable to meet the stated level of Uptime in any month, the Customer must submit a request for credit, and Symbiant will provide to the Customer a credit against future service fees in the manner and to the extent described below. “Subscription Term” means any specific duration identified on an Order during which the SaaS Services will be provided otherwise it will be a 30-day rolling contract. “System” includes the software and hardware used to provide the SaaS Services to the Customer over the Internet, including Software, Documentation, other software, web and/or other internet servers, any associated offline components, and all updates thereto. “Uptime” means the time the SaaS Services are available for access and use through the System, but subject to the Exclusions described herein. “User” means your employees, contractors or representatives that you authorise to use the Software.
Intellectual Property Ownership: Symbiant retains full ownership of all intellectual property rights related to our solution, including any modules developed, customised, or modified for clients, whether paid or provided free of charge. Clients do not acquire any rights to the underlying code, design, or functionality beyond their licensed use.”
2.4 AI Services Disclaimer Symbiant incorporates artificial intelligence (AI) services to enhance user experience. However, we do not guarantee the continuous availability, accuracy, or reliability of these AI services. Users acknowledge and agree that:
By using Symbiant’s AI services, users accept these terms and assume full responsibility for their interactions with the AI.
3.4.1 Each year (after a minimum of 12 months) Our prices may be adjusted annually based on the greater of the UK Consumer Prices Index (CPI) plus 2% or a fixed 6% increase, up to a maximum of 10%.
3.5. Administration fees: company forms, failed or late payments and visits to our facilities are chargeable and not included in our advertised prices.
3.6. Missed or late payments. If your payments are late your account will go into default. The advertised monthly fees are based on all payments being made on time, which means by the day they are due. We reserve the right to increase monthly fees if 3 or more payments are late in a 12-month period. We also reserve the right to terminate unpaid or overdue accounts without notice and or change the monthly fee for accounts that default.
3.7. In the event that the Customer does not pay all Fees due within the time period specified on the invoice or other written agreement, Symbiant reserves the right to suspend the Customer’s use of the Service and charge a late payment fee or interest charge until such time as the client’s account is back in good standing and all due fees are paid in full.
3.8. Online training – up to 30 minutes per session is free, fees may be applied for longer training sessions.
3.9. If a client requests information to be manually removed from our servers. A charge will be applied for the engineer’s time.
3.9.1 If the Customer believes they have made any errors in payments, they shall have the right to challenge that payment within a maximum of one (1) year from the date of payment. Any challenge must be made in writing and sent to the Symbiant Accounts department within the aforementioned timeframe. If no challenge is made within this timeframe, the payment shall be deemed final and non-refundable.
PARTIES
6.1. Any company that is a client of ours or in talks with us to become a client or use our service. (the “Customer”); and
6.2. Symbiant is a company incorporated in England and Wales registration number 04027419 having its registered office is at Princes Exchange, Princes Square, Leeds. LS1 4HY (“Symbiant”).
AGREEMENT
11.2 Upon the termination of this Agreement, all of the provisions of this Agreement shall cease to have an effect, save that the following provisions of this Agreement shall survive and continue to have an effect (in accordance with their express terms or otherwise indefinitely): Clauses 7, 9, 11.2, 11.3 and 12.
11.3 The termination of this Agreement shall not affect the accrued rights of either party.
To terminate or change your account go to the Contact Us page, Click on General Contact and fill in the form, ensure your select “Cancel or Change Account” for the department.
12.6 This Contract comprises the entire agreement between the Parties and supersedes all previous communications, representations or agreements between the Parties with regard to their respective rights and obligations hereunder.
12.7 These terms and conditions shall have precedence over any other document referred to in the Contract except the Quotation. In particular, but without prejudice to the foregoing, these terms and conditions shall prevail over any terms or conditions contained in or referred to in any order or other document emanating from the Client.
12.8 Each of the provisions and sub-provisions of the Contract is severable from the others. Any provision or sub-provision which is held to be illegal, invalid or unenforceable, shall be severed from the others without affecting or impairing the remainder of the affected provision or the remainder of the Contract which shall remain in full force and effect.
12.9 Unless explicitly told otherwise in writing, Symbiant have the right to display clients’ logos on its website as a way to inform other businesses of the types of firms who have already benefited from using our software and/or services and as a way to illustrate our position in the market.
12.10 Support. All clients get free Standard support. Our premium support service allows clients to ask our support team to make unlimited changes and customisations to forms and reports at no charge. Clients can make changes themselves to reports and forms or pay for our support team to make the changes on a case-by-case basis. Once premium support is activated it can only be cancelled when you cancel your account after a minimum period of 12 months. All support is subject to our fair use policy.
12.11 Symbiant maintains professional indemnity insurance to the value of GBP £2,000,000 and products liability to the value of GBP£10,000,000 with Hiscox Insurance
12.12 Each module has unlimited data storage & 1GB of file storage (attachments). File storage is a combined total – meaning if you had 3 modules you would have a total allowed attachment storage of 3GB for your site. Further file storage can be purchased as required.
12.13 Data Breach Notification: Symbiant shall notify the Customer without undue delay upon becoming aware of any actual or suspected unauthorised access, use, or disclosure of Customer Data (a “Data Breach”). Symbiant shall promptly investigate the Data Breach and take reasonable steps to mitigate the effects and minimise any damage resulting from the Data Breach.
(a) Limitation of Liability: Except for Symbiant’s indemnification obligations, neither party shall be liable to the other for any indirect, special, incidental, punitive, or consequential damages, including loss of profit, revenue, data, or use, arising out of or in connection with this Agreement, whether in contract, tort (including negligence), or otherwise, even if the party has been advised of the possibility of such damages.
(b) Force Majeure: Neither party shall be liable for any delay or failure in performance due to causes beyond its reasonable control, including but not limited to acts of God, fires, floods, earthquakes, strikes, shortages of materials or facilities, labor disputes, acts of war, civil disturbances, terrorism, governmental actions, or any other cause beyond the party’s reasonable control.
(c) Assignment and Subcontracting: Neither party shall assign or transfer this Agreement, or any rights or obligations under this Agreement, without the prior written consent of the other party, which shall not be unreasonably withheld or delayed. However, either party may assign this Agreement to an affiliate or in connection with a merger, acquisition, or sale of all or substantially all of its assets, upon written notice to the other party.
12.14 The Parties to the Contract do not confer any rights on any person who is not a party to the contract and expressly exclude the operation of the Contracts (Rights of Third Parties) Act 1999. For the purpose of this Clause, lawful assigns of the Parties are not “third parties”.
(a) Nothing in the Contract is intended to or shall be deemed to, establish any partnership or joint venture between the parties, nor constitute either party the agent of the other for any purpose. Neither party shall have the authority to act as an agent for, or to bind, the other party in any way.
(b) This Agreement shall be governed by and construed in accordance with the laws of England and Wales.
(c) The courts of England and Wales shall have exclusive jurisdiction to adjudicate any dispute arising under or in connection with this Agreement.
How to contact us
Please Contact Symbiant about all issues relating to domain names. We aim to respond to your contact within 2 business days and aim to resolve any issues you have within 8 business days.
To register a domain name
Please Contact Symbiant for assistance
Reporting abuse and complaints
If you wish to raise a complaint about abuse you have received (for example phishing scams, spam emails etc), please contact us on the above link with as much detail about the abuse. We will investigate your complaint as soon as possible.
If you wish to make a complaint about a service you have received, please use the contact us link above including as much detail from the issue you have. We will acknowledge your complaint within 5 business days and aim to resolve any issues within 10 business days.
If you’re not happy with the initial outcome of your complaint, then you are able to escalate your issue to Nominet (the .uk registry) at Nominet Complaints UK
Nominet’s Terms and Conditions
When registering a domain name with us you agree also to Nominet’s domain name registration Nominet Terms and Conditions
Domain name charges and other information
Domain names registered with Nominet (the .UK registry) are £25+vat per annum.
Registrations are made initially for a minimum of a 2 year term.
You will need to make payment in advance by bank transfer (details provided when you submit a domain).
If a domain name cannot be registered you will be fully refunded within 14 days.
Symbiant imposes no termination charges.
Renewing domain names
All domains are renewed on an annual basis, we will send out reminder emails 3 months before expiry. We will send the emails to the email address on the account, it is the registrant’s responsibility to make sure their contact details are up to date. Symbiant takes no responsibility if your domain renewal fails due to your contact details being incorrect.
If you do not wish to renew a domain please make sure you contact us a minimum of 10 days before your domain expires by using the above contact us link.
All domains will not be auto renewed unless paid for in advance.
Expiring domain names
If you do not renew your domain before its expiry date it will have all services we provide suspended and you will have up to 30 days (protected period) after to renew the domain name at the original renewal fee.
After 30 days your domain will be suspended and will go into a 60 day grace period which you can still renew your domain name but with an additional redemption fee of £100 + VAT. This must be requested by email before the 80th day after your domain has expired, after 90 days your domain will be cancelled and deleted from the register and made available for resale through a third party registrar. Symbiant will not guarantee the renewal of a domain name.
In renewing this domain(s) you are agreeing to the registrars and the registries terms and conditions. Please add a link to your T&C’s please.
Or
Domain Names
For domain enquiries, abuse notification (i.e. phishing scams, spam emails etc) and complaints, please contact us on the above link
All complaints will be investigated immediately, we will aim to reply to all other queries within X business days and aim to resolve any issues within X working days.
At Symbiant we like to think we get it right all the time, every time but the truth of it is everyone gets it wrong from time to time. We can only improve on our services with valid feedback from you, our customers. If you wish to make a complaint about a service you have received, use the above contact us link, including as much detail from the issue you have. We will acknowledge your complaint within 1 business day and aim to resolve any issues within 5 business days.
If you’re not happy with the initial outcome of your complaint, then please feel free to escalate your .UK issue to Nominet (the .uk registry) Nominet Complaints UK
Symbiant charge £50+VAT per domain name which covers a2 year period. We do not charge for cancellations, changes of registration of transfers.
To place an order, please use the contact us above.
Renewals, we will email the contact of the account 1 month before your domain name is due to expire to ensure you have optimum time to evaluate if you would like to keep the domain name. Should you wish to keep the domain name, you simply need to reply to one of the automated emails confirming you are happy to renew.
You, the client are responsible for ensuring we have the correct contact details for your domain name and Symbiant take no responsibility if your domain name renewal fails due to your contact details being incorrect.
We will assume that a lack of response to renewal reminders is confirmation that you no longer need or require the domain name and after 30 days your domain will be suspended and will go into a 60 day grace period which you can still renew your domain name but with an additional redemption fee of £40 + VAT. This must be requested by email before the 80th day after your domain has expired, after 90 days your domain will be cancelled and deleted from the register and made available for resale through a third party registrar. Symbiant will not guarantee the renewal of a domain name.
By purchasing or renewing a domain via Symbiant, you are accepting our terms and conditions.
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