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Remote Support Terms and Conditions

This document sets out the terms and conditions for our on-demand remote support service.

  1. This service is only available if payment is made in advance by PayPal, Credit or Debit Card.
  2. Business customers can be invoiced. Invoices must be paid within 30 days by BACs transfer or cheque.
  3. There is an initial setup charge of £25 for home users or £60 for business users which includes the first 30 mins of support.
  4. Home users are charged at a cost of £10 per additional 30 mins and business users are charged at £20 per additional 30 minutes.
  5. If your problem cannot be resolved within an hour you will qualify for a free of charge visit to continue diagnosis of the problem.
  6. If your Internet connection is too slow to support remote access software, you will be also be offered an on-site visit if you are within 20 miles of Worcester.
  7. If problem cannot be resolved within an hour all fees will be refunded unless:
    1. Resolution of the problem was due to user not possessing required passwords, licence keys or software installation media.
    2. User is not able to provide administrator level access if required.
    3. Problem is diagnosed but user does not want to take corrective action or aborts connection prematurely.
    4. Problem is related to a hardware fault. In this case a separate quote can be provided to resolve the problem.

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