Product agreement

This is a draft. A solicitor has not yet reviewed it, and it may change before the first order is confirmed. Each order records the version the buyer read.

It is between the council that places the order (the customer) and the supplier named on the terms page (the supplier).

1. The service

• The supplier provides the licensing software for one selective or additional licensing scheme, in the price band chosen in the order.
• Set-up is included. The supplier enters the council's settings, imports its existing licences and trains its officers before applications open.
• The order confirmation shows a set-up plan with dates worked out from the expected start date. The final dates are agreed with the council's team.

2. Term

The plan runs for one year from the order date. It renews each year unless either side gives three months' written notice before the year ends.

3. Price and payment

• The price is the published price for the plan's band, per scheme per year, excluding VAT. VAT is added at the rate in force.
• The published price is held for three years from the order. After that it can change, with three months' notice before a renewal.
• The first year is paid by card when the order is placed, or by invoice. Each later year is invoiced at its renewal.
• Invoices are payable within 30 days.

4. Support

• Email support on weekdays, 9:00 to 17:00, except bank holidays in England.
• A first reply within one working day.

5. Availability and recovery

These are proposed figures. They apply from the date the council's scheme goes live.

• Availability target: 99.5% of each calendar month, not counting planned maintenance.
• Availability is measured by a check from outside the hosting that loads the officer sign-in page every 5 minutes. The service counts as down from the first failed check until the next one that succeeds.
• Planned maintenance: announced to the council's team leaders at least 5 working days ahead, outside 8:00 to 18:00 on weekdays, and no more than 4 hours in a calendar month.
• Recovery point: 24 hours. After a failure, at most the last 24 hours of changes could be lost.
• Recovery time: 8 hours. The service is planned to be back within 8 hours of a failure being found.
• Database backup: every 24 hours, kept for 7 days.
• File backup: every 24 hours, kept for 7 days.

6. The council's data

• The council is the controller of its scheme data. The supplier processes it only on the council's instructions, as set out in the data processing agreement.
• A team leader can download a full export at any time: every record of the council, the audit log and every uploaded file, in one zip file.
• When the agreement ends, the supplier returns and deletes the council's data as the data processing agreement sets out.

7. Ending the agreement

• Either side can end the agreement at the end of a year by giving three months' written notice.
• Either side can end it by written notice if the other seriously breaks it and does not put it right within 30 days of being asked to.
• The council can end it by written notice if it objects to a new sub-processor and the objection is not resolved within 30 days, as section 7 of the data processing agreement sets out.

8. Liability

Nothing in this agreement limits either side's liability for death or personal injury caused by negligence, for fraud, or for anything else the law does not allow to be limited. Other limits are to be set after legal review.

9. Changes and law

• A change to this agreement applies to an order only when both sides agree it in writing.
• The agreement is governed by the law of England and Wales, and the courts of England and Wales can hear any dispute about it.

See also the data processing agreement.

Changes to this draft

Version draft-2026-10-31, last changed 31 October 2026.

• 31 October 2026: Section 7: the council can end the agreement over an unresolved sub-processor objection.
• 30 October 2026: Section 5: proposed availability and recovery figures.
• 25 October 2026: First draft.