Emergency Support Terms and Conditions

Contact Number:
For emergency support, please call 01483 616412.

 

1. Work Hours and Availability

• Our standard support hours are Monday to Friday, 9:00 AM to 5:00 PM.
• We are closed on bank holidays and weekends
• Any support requested outside these hours is considered out-of-hours support.

 

2. Definition of Critical Issues

We define critical issues as follows:

1. IT Issues: A part of your IT is not working and you therefore unavailable to do any work until this is back and accessible.
2. Email Issues: The client’s email services are not functioning.

Note: All other issues will be classified as non-critical and a support ticket will be created. We are very strict on these 2 criteria and anything else other than these will full under section 3 of these terms

 

3. Charges for Non-Critical Issues

• If the issue is deemed non-critical by Tech Wise Support Limited, a charge of £85 + vat will apply.
• This charge is non-refundable and payable prior to further action being taken.

 

4. Determination of Issue

• It is at our sole discretion to assess and classify the issue as critical or non-critical during the initial call or investigation.

 

5. Response Time

While we strive to address all critical issues promptly, response times during out-of-hours periods may vary depending on availability. Our normal critical response time is set at 4 hours but during out of hours this is extended to 16 hours.
 

6. Agreement

By contacting our emergency support line, you agree to these terms and conditions, including the payment of the £85 non-critical issue charge, if applicable.