We received the following email proposal for a new leased line:
Please find quote below for leased line Ethernet fibre:
10/100 fibre Ethernet Direct Internet Access (DIA) circuit. Nil installation and £X per month.
20/100 fibre Ethernet Direct Internet Access (DIA) circuit. Nil installation and £X per month.
The Ethernet fibre quote includes a managed Cisco 800 series router to terminate the circuit and proactively monitor it, a 24/7/365 support line for use by either you. The circuit is supplied with 8 IP addresses of which 5 are usable as standard. The standard lead-time is 75 working days and this quote is based on a 36 month contract term. All quotes are subject to contract, survey and valid for 30 days. Prices exclude VAT and are billed quarterly in advance. E&OE.
We replied with an email simply saying, "We would like to go ahead with the 20/100 option."
We paid the service provider for 12 months, during which they provided the leased line but no support line, despite our subsequent request.
Does the email chain and subsequent payment and service establish a legally binding contract? And is the failure to provide the support line sufficient grounds for us to terminate the contract?