Legal
General Conditions
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Schedule 3.1 Voice Services
Click Here to view our Schedule 3.1 Voice Services
Click Here to view supplementary Schedule 3.1 Voice Service
Schedule 3.1(A) Cloud Voice Express
Click Here to view our Schedule 3.1a Internet Services
Schedule 3.2 Internet Services
Click Here to view our Schedule 3.2 Internet Services
Schedule 3.3 Network Services
Click Here to view our Schedule 3.3 Network Services
Schedule 3.4 (A) Cloud PBX Services
Applies to all customer contracts for Cloud PBX, and also applies to Cloud Voice customer contracts entered prior to 21st March 2023. Click Here to view Schedule 3.4 (A)
Schedule 3.4 (B) Cloud Voice Services
Applies to customer contracts for Cloud Voice entered after 21st March 2023. Click Here to view Schedule 3.4 (B)
Schedule 3.5(A) Mobile Services
Click Here to view our Schedule 3.5(A) Mobile Services
Schedule 3.5(B) Network Mobile Services
Click Here to view our Schedule 3.5(B) Network Mobile Services
Schedule 3.6(A) – Online Services applies to customer contracts entered with Chess and Microsoft for Microsoft Services prior to 1 March 2022. Click Here to view our Schedule 3.6(A) On-Line Services
Schedule 3.6(A) - Microsoft Services applies to customer contracts entered with Chess and Microsoft for Microsoft Services on or after 1 March 2022. Click Here to view our Schedule 3.6 (A) Microsoft Services.
Schedule 3.6(B) Sophos Endpoint and Security Protection Products
Click Here to view our Schedule 3.6(B) Sophos Endpoint and Security Protection Products
Schedule 3.7 Co-Location Services
Click Here to view our Schedule 3.7 Co-location Services
Schedule 3.9 Data Protection for Microsoft 365
Click Here to view our Schedule 3.9 Data Protection for Microsoft 365
Schedule 3.10 Teams Direct Routing Service
Click Here to view our Schedule 3.10 Teams Direct Routing Service
Schedule 3.11 Community Web Kit Services
Click Here to view our Schedule 3.11 Community Web Kit Services
Schedule 3.12 Operator Connect Service
Click Here to view our Schedule 3.12 Operator Connect Service
Schedule 3.13 Quickhelp Platform
Click Here to view Quickhelp platform 3.13
Schedule 4.1 Fault Management Connectivity
Click Here to view our Schedule 4.1 Fault Management Connectivity
Schedule 4.2 Professional Services
Click Here to view our Schedule 4.2 Professional Services
Schedule 4.3 Maintenance Support Services
Click Here to view our Schedule 4.3 Maintenance Support Services
Schedule 4.4 Managed Support Services
Click Here to view our Schedule 4.4 Managed Support Services
Schedule 4.5 Professional Support Incident Packs
Click Here to view our Schedule 4.5 Professional Support Incident Packs
Schedule 4.6(A) Standard Security Support
Click Here to view our Schedule 4.6(A) Standard Security Support
Schedule 4.6(B) Managed Security Support
Click Here to view our Schedule 4.6(B) Managed Security Support
Schedule 4.6(C) Sophos Managed Security Services
Click Here to view our Schedule 4.6(C) Sophos Managed Security Services
Schedule 4.7 Automated Vulnerability Assessments
Click Here to view our Schedule 4.7 Automated Vulnerability Assessments
Schedule 4.8 Dark Web Monitoring Service
Click Here to view our Schedule 4.8 Dark Web Monitoring Service
Nominet Terms and Conditions
Click Here to view our Nominet Terms and Conditions
CyberSecurity Terms and Conditions
Click Here to view our CyberSecurity Terms and Conditions
Chess Digital Support Terms and Conditions
Click Here to view our Chess Digital Support Terms and Conditions
Debt Collection and Disconnection Process - July 2021
Click here to view the latest Debt Collection and Disconnection Process
Ofcom General Conditions - May 2023
Click here to view the latest Ofcom General Conditions
Ofcom General Condition C7 Switching
Click here to view our Ofcom General Condition C7
Mobile Porting Procedure
Click here to view our Mobile Porting Procedure
Ofcom General Condition C8 Sales and Marketing of Mobile Communication Services
Click here to view our Ofcom General Condition C8
Automatically Renewable Contracts
Click here to view Ofcom's statement on Automatically Renewable Contracts
Fair Usage Policy
Click here to view our view Fair Usage Policy
Click here to view our Acceptable Fair Usage Policy
Vulnerable Customer Policy
Click here to view our Vulnerable Customer Policy
Complaints Code
Click here to view our Complaints Code
Modern Slavery Policy
Click here to view our Modern Slavery Policy Statement
Chess Group Environment Policy
Click here to view our Environment Policy Statement
Chess Diversity, Equality & Inclusion Policy
Click here to view our Diversity, Equality & Inclusion Policy
Legal Notice
Click here to view our Legal Notice
6 November 2023
CHANGES TO TERMS AND CONDITIONS - SCHEDULE 3.1(A) CLOUD VOICE EXPRESS SERVICE
We have released Schedule 3.1(a) which are the applicable terms for the Cloud Voice Express Service. This Schedule will apply to customer contracts for Cloud Voice Express Services and shall apply from the date the contract is entered.
Chess’ General Conditions also form part of all contracts for Cloud Voice Express Services. The General Conditions and Schedule can be found at Legal | Chess ICT.
4 October 2023
CHANGES TO TERMS AND CONDITIONS - SCHEDULE 3.12 OPERATOR CONNECT SERVICE
We have released Schedule 3.12 which are the applicable terms for the Operator Connect Service. This Schedule will apply to customer contracts entered for the provision of the Operator Connect Service and shall apply from the date the contract is entered.
Chess’ General Conditions also form part of the Chess customer contract for the Operator Connect Service. The General Conditions and Schedule can be found at Legal | Chess ICT.
15th March 2023 - Updates to Support Service Schedules 4.1 to 4.6(C)
Chess has made updates to the following Support Service Schedules:
- Schedule 4.1 Fault Management;
- Schedule 4.2 Professional Services;
- Schedule 4.3 Maintenance Support Services;
- Schedule 4.4 Managed Support Services;
- Schedule 4.5 Professional Support Incident Packs;
- Schedule 4.6(A) Standard Security Support;
- Schedule 4.6(B) Managed Security Support; and
- Schedule 4.6(C) Sophos Managed Security Services.
Schedules 4.1 to 4.6(C) have been updated to add clarity as to when Chess may charge for Engineer travel time. The changes can be found under the “Charges and Payment” heading of the Schedule. In addition, Schedule 4.6(C) Sophos Managed Security Services has been updated to reflect the changes to the Sophos service offerings and its terms and conditions applicable to its MDR, Rapid Response and Threat Adviser services.
The above Schedules apply to all customer contracts entered from the date of this notification, together with Chess’ General Conditions. The changes also apply to existing customer contracts, 30 days from the date of this notification.
The Schedules and the General Conditions can be found at Legal | Chess ICT.
1st March 2023 - Changes to Chess Terms and Conditions – Schedule 4.6(B) Managed Security Support
Chess has made changes to Annex 4 of Schedule 4.6(B) to reflect changes to its Managed Security Support service for Forcepoint products. The changes can be found at paragraph 1.
The updated Schedule 4.6(B) will apply to contracts entered on or after the date of this notification. Chess’ General Conditions will continue to apply in addition to Schedule 4.6(B) and can be found at Legal | Chess ICT.
20th February 2023 IMPORTANT CHANGES TO TERMS AND CONDITIONS
Schedule 3.4(A) Cloud PBX Services
This Schedule applies to existing customer contracts for the provision of Cloud PBX and Cloud Voice services.
We have edited the title from “Schedule 3.4 Cloud Voice Services” to “Schedule 3.4(A) Cloud PBX Service” and all referencing has been updated accordingly. This is purely an administrative change.
For existing Cloud PBX and Cloud Voice customers contracts, changes will take effect 1 month from notice of these changes, being 21st March 2023.
For customers contracts entered after the date of this notification for Cloud PBX, Schedule 3.4(A) Cloud PBX Service shall apply from the date that contract is entered.
Schedule 3.4(B) Cloud Voice Services
We have also introduced a new Schedule 3.4(B) Cloud Voice Services. This Schedule will apply to customer contracts entered after the date of this notification for Cloud Voice and shall apply from the date the contract is entered.
Chess’ General Conditions continue to form part of the Chess customer contract for Cloud PBX and Cloud Voice Services. The General Conditions and Schedules can be found at Legal | Chess ICT.
30th January 2023 - CHANGES TO TERMS AND CONDITIONS – SCHEDULE 3.6(B) SOPHOS ENDPOINT AND SECURITY PROTECTION
We have updated Schedule 3.6(B) Sophos Endpoint and Security Protection. The changes reflect the current Sophos service offerings, Chess’ MSP Basic Security Support offering, and variations made by Sophos to its terms and conditions applicable to the services.
Schedule 3.6(B) applies to all customer contracts entered from the date of this notification, together with Chess’ General Conditions. The changes also apply to existing customer contracts, where applicable, 30 days from the date of this notification.
Schedule 3.6(B) and the General Conditions can be found at Legal | Chess ICT.
12th December 2022 - Changes to Chess Terms and Conditions –Managed Security Support
Chess has updated Schedule 4.6(B) Microsoft Managed Security Support to reflect changes to the service offering. Chess’ General Conditions continue to apply in addition to the applicable Schedule. Chess’ General Conditions and Schedules can be found at Legal | Chess ICT. For contracts entered from the date of this notification, the updated terms and conditions above will apply from the date of that contract.
26th September 2022 - Updated Service Schedule – Schedule 4.7 Automated Vulnerability Assessment Service
Chess’ Automated Vulnerability Assessment Service is now available as a monthly, quarterly and one-off service. Changes have been made to Schedule 4.7 at paragraphs 2.1 to 2.3 (Commencement and Duration) and paragraphs 6.2 and 6.3 (Charges and Payment).
Schedule 4.7 applies to all customer contracts entered from the date of this notification, together with Chess’ General Conditions. The changes also apply to existing customer contracts, where applicable, 30 days from the date of this notification.
Schedule 4.7 and the General Conditions can be found at Legal | Chess ICT.
15th August 2022 - Professional Services Terms and Conditions
Chess has updated Schedule 4.2 (Professional Services) with regard to the terms which govern the rescheduling of Professional Services. The changes have been made at paragraphs 10.4 to 10.8 of the Schedule.
Schedule 4.2, together with Chess’ General Conditions, apply to Chess customer contracts for Professional Services and can be found at Legal | Chess ICT. The updated Schedule 4.2 (Professional Services) will apply to all new customer contract entered on or after the date of this notification. It will not apply to existing customer contracts for Professional Services.
22nd July 2022 - New Service Schedule – Schedule 4.7 Automated Vulnerability Assessment Service
Chess has launched a new service, the Automated Vulnerability Assessment Service, which is provides a monthly scan, and report, for up to 5 IP addresses and/or hosts.
We have launched Schedule 4.7 which contains terms and conditions specific to this Service. Schedule 4.7 shall apply to all customer contracts entered from the date of this notification, together with Chess’ General Conditions. Schedule 4.7 and the General Conditions can be found at Legal | Chess ICT.
Please note that where the Customer purchases a one-off Automated Vulnerability Assessment from Armadillo Sec Limited, it shall contract directly with Armadillo under its terms and conditions.
20th June 2022 - Changes to Chess Terms and Conditions – Security Support and Managed Security Support
Chess has updated Schedules 4.6(A) Sophos Managed Security Support and Schedule 4.6(B) Microsoft Managed Security Support. These Schedules have been renamed Schedule 4.6(A) Standard Security Support and Schedule 4.6(B) Managed Security Support and have been varied to be vendor neutral as opposed to Vendor specific.
Schedule 4.6(A) Standard Security Support is now limited in its application to Chess’ Standard Security Support Service only. Schedule 4.6(B) Managed Security Support is now limited in its application to Managed Security Support Service. Chess’ General Conditions continue to apply in addition to the applicable Schedule.
The updated terms and conditions referred to above will apply to existing Chess customer contracts for Standard Security Support and Managed Security Support with effect from 21st July 2022. For contracts entered from the date of this notification, the updated terms and conditions above will apply from the date of that contract.
Chess’ General Conditions and Schedules can be found at Legal | Chess ICT.
1st March 2022 - Microsoft Services Terms and Conditions
Chess has made updates to Schedule 3.6(A) (Microsoft Services) following changes made to how Microsoft sells its products and services through the Microsoft Partner Network. Schedule 3.6(A), together with Chess’ General Conditions, apply to Chess customer contracts for Microsoft Services and can be found at Legal | Chess ICT.
The updated Schedule 3.6(A) (Microsoft Services) will apply to any new customer contract or renewal contract entered on or after the date of this notification. This updated schedule will not apply to existing customer contracts for Microsoft Services which will continue to be governed by the existing Schedule 3.6(A) (Online Services).
14th February 2022 - Important Changes to Terms and Conditions
We have made amendments to the following terms and conditions:
- General Conditions;
- Schedule 3.1 (Voice Services);
- Schedule 3.2 (Internet Services);
- Schedule 3.4 (Cloud Voice Services);
- Schedule 3.5(A) (Mobile Services); and
- Schedule 3.10 (Teams Direct Routing Service).
You can read the full notice HERE.
26 January 2022 Changes to Chess Terms and Conditions
We have made amendments to our General Conditions at clauses 1.5 and clauses 10.9 to clauses 10.11. The updated terms and conditions will apply to Chess’ existing customer contracts with effect from 26 February 2022. For contracts entered from the date of this notification, the updated terms and conditions will apply from the date of the contract.
Chess has also launched a new service, the QuickHelp Platform, and as such we have released a new service specific Schedule relating to this service being Schedule 3.13 QuickHelp Platform. These terms and conditions will apply together with Chess’ General Conditions in relation to customer contracts entered for this service from the date of this notification.
The updated General Conditions and Schedule 3.13 can be found HERE
21 December 2021 Changes to Chess Terms and Conditions
Chess has made updates to Schedule 4.2 (Professional Services) which, together with Chess’ General Conditions, apply to customer contracts for Professional Services. The updated Schedule 4.2 (Professional Services), along with the General Conditions which will continue to apply, can be found HERE.
The updated terms and conditions will apply to Chess’ existing customer contracts with effect from 8 January 2022. For contracts entered from the date of this notification, the updated terms and conditions will apply from the date of the contract.
17 December 2021 Changes to Chess Consumer Terms and Conditions
Chess has made updates to Consumer Terms and Conditions. Read the full notice HERE.
01 April 2021 - Changes to Chess Terms and Conditions
Chess has updated its Line Assurance and Broadband Assurance service offering and as such we have made changes to the terms and conditions which apply to these services. Line Assurance can be provided as an additional service to a Voice Service and Broadband Assurance can be provided as an additional service to a Broadband Service. The updated terms and conditions can therefore be found in Schedule 3.1 (Voice Services) and Schedule 3.2 (Internet Services).
01 March 2021 - Changes to Chess Terms and Conditions
01 July 2020 - Changes to Chess Terms and Conditions
04 June 2020 - Changes to Terms and Conditions - Fraud Monitor Service
30 April 2020 - Changes to Chess ICT Limited’s Terms and Conditions
01 April 2020 - Complaints Code
8th December 2017 — We've Updated and Simplified Your Bill
1st May 2016 — BT Price Change
1st February 2016 — Price Changes
1st July 2015 — Ofcom NGN Changes
1st January 2015 — Paper billing charge increased to £4.95
1st January 2015 — Fraud Monitor - increased to £3.99 per account
1st January 2015 — Price Change
1st of August 2014 — Price Change
1st April 2014 — BT Openreach increase engineer call our charges
Click Here to view our Schedule 3.6(B) Sophos Endpoint and Security Protection Products
Click Here to view our Schedule 4.1 Fault Management Connectivity
Schedule 4.2 Professional Services
Click Here to view our Schedule 4.2 Professional Services
Schedule 4.3 Maintenance Support Services
Click Here to view our Schedule 4.3 Maintenance Support Services
Schedule 4.4 Managed Support Services
Click Here to view our Schedule 4.4 Managed Support Services
Schedule 4.5 Professional Support Incident Packs
Click Here to view our Schedule 4.5 Professional Support Incident Packs
Schedule 4.6(A) Standard Security Support
Click Here to view our Schedule 4.6(A) Standard Security Support
Schedule 4.6(B) Managed Security Support
Click Here to view our Schedule 4.6(B) Managed Security Support
Schedule 4.6(C) Sophos Managed Security Services
Click Here to view our Schedule 4.6(C) Sophos Managed Security Services
Chess Partner Limited Airtime Terms and Conditions
31 March 2020 - Diverts to mobile and higher rate numbers
When a long term divert is placed on a line diverting calls to a mobile or other higher rate number, the outbound calls to that number are not included in any existing call bundles. Diverts to local or national numbers will be included in call bundles. We will apply this to your bills from 1 April 2020
31 March 2020 - Calls to 101
To alleviate pressure on 999 services all calls to the non-emergency number 101 will be Free of Charge from 1 April 2020. This is a Home Office initiative to enable callers to contact the police for non-emergency calls. For calls made on or after the 1st April 2020, 101 calls will show as £0.00 on your Chess bill.
14 December 2020 - Brexit Statement
While Chess have been planning for all eventualities, our focus has been on ensuring we are ready for a “No Deal” scenario. Our biggest priority continues to be ensuring our supply chain and infrastructure are robust, and we limit any impact on our customers. Chess are primarily a services business and trade exclusively in the UK and therefore, we believe any form of Brexit will have minimal or no effect on the services we deliver. Once the UK Government publishes the details of the final Brexit deal, we will update our statement and customers accordingly. Rest assured Chess will continue to serve both our partners and customers to the highest standards.
Click HERE to read the full statement
Cashback Incentive is available on new connections/ports to EE. Example Offer: £2k is available and based on the customer contracting to 10 new connections/ports on a Business Essential £35 p/m tariff (excluding VAT) on a new thirty-six-month Agreement for Network Mobile Services. Customer expressly agrees that in order to redeem the cash back the contract minimum term is thirty-six months rather than the regulated twenty-four-month term.
Cashback can be claimed by customer by emailing a claim to Chessmobilesupport@chessict.co.uk within 30 days of the following claim dates and provided that all payments due from you under your Agreement for Network Mobile Services are up to date and that you are not in breach of any its Terms
Cashback Claim Process:
|
Redeemable date |
Claim Amount |
|
1st Bill Payment |
25% (£500 example offer) |
|
90 days post contract |
25% (£500 example offer) |
|
361 days post contract |
25% (£500 example offer) |
|
481 days post contract |
25% (£500 example offer) |
Chess will pay the Cashback Incentive to the customer 30 days following the customers valid email claim, any amounts not claimed within 14 days of the applicable claim dates will become invalid claims and will not be payable. Claims will be invalid if a customer migrates to another a price plan other than the price plan applicable to the Cashback Incentive during the 36 months Minimum Term. Excludes all other promotions and offers, and all other relevant terms and conditions apply https://chessict.co.uk/legal/
These Terms and Conditions apply to Consumer customers only. A Consumer is natural person who contracts with Chess for services for their own personal use and not for use for their trade, business or profession. Ofcom has changed the defined term it uses to describe these customers from “Domestic” to “Consumer” within its General Conditions of Entitlement. These customers are also sometimes referred to in our industry as “Residential”.
Click HERE to view our Consumer Terms and Conditions