Terms of Service | EB IT Support LTD
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Boston Enterprise Centre, Venture Way, Boston, PE21 7TW 01205 627240 [email protected]

Terms of Service

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Terms of Service

Last Updated: 18th February 2026 View the Updates

1. Our Promise to You

Thank you for choosing EB IT Support LTD. Our goal is to provide you with a trusted, friendly, and professional service. These Terms of Service form a clear agreement between you (the customer) and us (EB IT Support LTD). By using our services, you agree to these terms.

2. Our Support Services

  • Support Hours: Our standard support hours are 9:00 am to 5:00 pm, Monday to Friday. Requests outside these hours will be handled on the next business day unless your contract includes extended support.
  • Remote Support First Policy: Where possible, our engineers will attempt to resolve your issue through remote support (video call or secure remote desktop). Remote support is offered at a fixed rate of £48.99. If the issue cannot be resolved remotely, an onsite appointment may be scheduled.
  • Holiday & Seasonal Closures: During holiday periods or seasonal closures, support availability may be reduced. Emergency support may still be offered but with longer response times.
  • Callback Option: If our lines are busy, you may leave a voicemail requesting a callback. We will respond as soon as possible within business hours.
  • How to Contact Us: The fastest way to get help is through our Online Support Portal. You may also contact us by phone or email.
  • What We Support: We support Windows, Linux, macOS, iOS, and Android. We cannot be held responsible for faults caused by third-party hardware/software but will advise you on how to contact the manufacturer.

2A. Telephone & Remote Support

  • Scope of Remote Support: Telephone and remote support are ideal for software issues, configuration errors, malware checks, system optimisation, and general troubleshooting. Remote support cannot resolve hardware failures or physical issues and may require an on-site visit or workshop repair if remote resolution is not possible.
  • Customer Safety & Anti-Scam Measures: For your protection, if the issue appears to involve fraud, financial scams, or suspicious remote access activity, we may require an on-site visit before offering remote support. We will NEVER:
    • Display pop-ups on your screen telling you to contact us
    • Ask you to download software from unknown websites
    • Cold-call you claiming your computer has issues
    • Ask for remote access unless you requested support
    If you see a pop-up claiming to be from us, it is a scam — please call us immediately.
  • Fraud & Scam Awareness: Your cyber-safety is extremely important to us. Criminals often impersonate IT companies, banks, or support organisations. If you ever suspect that:
    • You are being scammed
    • Someone has accessed your computer without permission
    • You have been asked to install software by an unknown caller
    • Your online accounts or finances may be at risk
    You should contact Action Fraud, the UK’s national reporting service for cybercrime and fraud: www.actionfraud.police.uk

    View our knowledgebase article on this matter
  • Consent and Control: Remote access can only occur with your explicit permission. You must initiate the session using our secure EB IT Support remote software. You will always be able to see everything our technician is doing, and you may end the session at any time.
  • Remote Software Security: Our remote support software:
    • Requires a unique, one-time access code generated on your device
    • Cannot be used without your direct participation
    • Does not permit us to access your device at any time without consent
    • Automatically uninstalls itself when the session ends
    You must remain present throughout the remote session for security and verification purposes.
  • Remote Monitoring & Management (RMM) for Contracted Business Customers: Business customers on a contracted IT support plan may have our Remote Monitoring & Management (RMM) software installed on their computers or servers. This software allows us to:
    • Monitor system health, performance, and security in the background
    • Receive alerts for faults, outages, or early signs of failure
    • Deploy updates, patches, and maintenance tasks
    • Initiate a remote session request when support is needed
    Important:
    • We cannot access or view your desktop without your explicit permission
    • A remote control session cannot begin unless you approve the request on your device
    • We will always attempt to contact you by phone or another direct method before initiating a remote control request
    • We will never remotely access a device without your knowledge, approval, or active participation
    The RMM software is used only for legitimate support, monitoring, and maintenance activities as part of your contracted service.
  • Remote Support Billing: Remote support is a paid service. Charges may be fixed-rate or hourly depending on the task. All fees will be clearly communicated before work begins. Payment may be required in advance or immediately after the session.
  • Data & Liability: You are responsible for backing up your data before a remote session. We are not liable for data loss, corruption, or pre-existing issues that affect repair outcomes. While remote sessions resolve most issues, some problems may require an on-site visit instead.

2B. Diagnostic Charges

  • Manufacturer Warranty Period: Diagnostic assessments are provided free of charge for devices that are still within their original manufacturer's warranty period. This applies to hardware diagnostics only and does not include software troubleshooting or repair work.
  • Warranty Period Determination: If no manufacturer warranty information is available, the warranty period is calculated based on the oldest component in the device by its release date, with a maximum 2-year free diagnostic period from the date of manufacture.
  • Extended Warranty Coverage: Extended warranties provided by manufacturers or documented proof of extended warranty coverage will be honoured where applicable.
  • Out of Warranty Diagnostics: For devices outside of their manufacturer warranty period (or beyond the 2-year maximum period), diagnostic services are charged at our standard rates:
    • Remote Diagnostics: £48.99 per hour
    • On-Site/Workshop Diagnostics: Standard zone rates apply (minimum £55.00 per hour)
  • Diagnostic Fee Application: If you proceed with the recommended repair after diagnostics, the diagnostic fee will be deducted from your final repair invoice. If you choose not to proceed with the repair, the diagnostic fee remains payable.
  • Warranty Verification: To qualify for free diagnostics, you may be asked to provide proof of purchase or warranty documentation. We can also check warranty status directly with many manufacturers using the device serial number or component information.

2C. Remote Support Sessions & Video Meetings

  • Remote Support Software: EB IT Support LTD uses Zoho Assist as our primary remote support tool. This is a secure, professional-grade platform that allows our engineers to connect to your device with your explicit permission. We do not use unsolicited or third-party remote access tools. If anyone contacts you claiming to be from EB IT Support and asks you to install remote software other than Zoho Assist, please treat this as suspicious and contact us immediately on 01205 627240.
  • Screen Blanking Policy: We operate a strict no screen-blanking policy during remote support sessions. At no point will our engineers blank, hide, or obscure your screen during a session. You will be able to see everything our technician is doing on your device at all times. If your screen becomes blank or hidden during a session and you did not initiate this yourself, end the session immediately and contact us. This policy exists to protect you and to maintain full transparency throughout every support session.
  • Session Rules & Customer Responsibilities: By participating in a remote support session, you agree to the following:
    • You must remain present and attentive for the full duration of the session.
      If you step away, our engineer has no way of knowing if something unexpected appears on your screen that you may want to stop. Staying present ensures you remain in full control of what is happening on your device at all times.
    • You must not leave the session unattended or allow another person to take over without informing our engineer.
      If someone else takes over mid-session without our knowledge, we could inadvertently be working on behalf of someone we have not verified or received consent from. This protects both you and us from an identity and authorisation perspective.
    • You must not initiate a remote session on a device you do not own or are not authorised to use.
      Allowing remote access to a device you do not own or have permission to use could constitute unauthorised computer access under the Computer Misuse Act 1990. We cannot knowingly assist with access to another person's device, and this rule protects both you and EB IT Support LTD from potential legal liability.
    • You must inform us of any sensitive data on screen before the session begins if you wish for it to be avoided.
      Because we operate a strict no screen-blanking policy, our engineer will be able to see your full screen throughout the session. If you have sensitive information open — such as banking screens, personal documents, or private communications — please close these or let us know before we connect, so we can look away or pause where needed.
    • You may end the session at any time by closing the Zoho Assist window.
      You are always in control. If at any point you feel uncomfortable, wish to pause, or want to end the session for any reason, simply close the Zoho Assist window and the connection will be terminated immediately. We will never maintain access to your device after the session window is closed.
    • Sessions are for your support request only — engineers will not access areas of your device unrelated to the agreed task.
      Our engineers will only work within the areas of your device directly relevant to your support request. We will not browse your files, open unrelated applications, or access personal data outside the scope of the agreed job. If additional work is required, a new ticket will be raised and agreed with you before proceeding.
  • Video Meetings: For video consultations, appointments, and virtual events, EB IT Support LTD uses our own in-house meeting platform hosted at meet.ebithost.uk. This platform is powered by Jitsi, an open-source video conferencing solution running on our own private server. We do not use Microsoft Teams, Zoom, Google Meet, or any other third-party video conferencing platforms for customer meetings.
  • Why We Use Our Own Meeting Platform: By hosting our own Jitsi server, we maintain full control over your meeting data and privacy. Your video calls are not processed or stored by third-party corporations. Meeting links are generated per session and expire after use. We will always send you a meeting link in advance via your registered email address or support ticket.
  • Video Meeting Rules: The same code of conduct that applies to in-person and virtual events (Section 5D) applies to all video meetings. Additionally:
    • Meetings must not be recorded by the customer without prior written consent from EB IT Support LTD.
      Recording a conversation without the other party's knowledge or consent may constitute a breach of UK privacy law. If you wish to record a meeting for your own reference, please request permission in writing before the session begins. We will always consider such requests fairly.
    • Meeting links must not be shared with unintended third parties.
      Meeting links are generated specifically for you and your support session. Sharing a link with others could allow uninvited individuals to join a private meeting, potentially exposing your personal information or disrupting the session. If you need another person to attend — such as a family member or carer — please let us know in advance so we can make the appropriate arrangements.
    • You must ensure you are in a suitable, private environment for the duration of the meeting.
      Video meetings may involve discussing personal, financial, or sensitive account information. We ask that you join from a private location where others cannot overhear the conversation, to protect your own privacy and security.
    • EB IT Support LTD is not responsible for connectivity or technical issues on the customer's side.
      Our meeting platform at meet.ebithost.uk runs on our own private server and is maintained to a high standard. However, issues such as poor internet connection, incompatible browsers, microphone or camera faults, or device performance on your end are outside of our control. If you experience difficulty joining, please call us on 01205 627240 and we will find an alternative way to assist you.
  • Session Recording by EB IT Support LTD: In some circumstances, remote support sessions or video meetings may be recorded by EB IT Support LTD for quality assurance, training, or dispute resolution purposes. If a session is to be recorded, you will be informed by a clear, audible announcement at the start of the session that is intentionally public and clearly heard by all participants — this is not a quiet or hidden notification. You will be given the opportunity to decline before the recording begins. Continuing to participate in the session after the recording announcement is made will be taken as your acceptance of the recording for that session. Recordings are stored securely and in line with our data retention policy (Section 4).

2D. Document Signing & Customer Waivers

  • Document Signing Requirement: For certain services, repairs, or support arrangements, EB IT Support LTD may require you to sign a document or waiver before work can commence. These documents serve an important legal and warranty purpose and protect both you and us throughout the service process. Work will not begin until all required documents have been signed. This applies to both in-person and remote support where applicable.
  • How to Sign Documents: Documents requiring your signature will be sent directly to your email address from [email protected]. Simply follow the link in the email to review and sign the document — no additional software is required and it can be completed on any device. Once signed, you can view all your documents at any time by logging into our Customer Portal at dashboard.ebithost.uk. If you experience any difficulty, please don't hesitate to call us on 01205 627240.
  • What Documents Cover: Documents issued through our portal may include but are not limited to:
    • Repair authorisation and data loss waivers
    • Consent for remote access or monitoring
    • Service agreements and managed IT contracts
    • Warranty terms and limitation of liability acknowledgements
    • GDPR and data processing consent forms
    • Event or workshop participation agreements
  • Relationship to These Terms: All documents issued for signing are issued in conjunction with these Terms of Service and should be read alongside them. Where a signed document contains terms that differ from or expand upon these Terms of Service, the signed document will take precedence for that specific service or engagement. These Terms of Service and associated documents may be updated from time to time with or without prior notice. It is your responsibility to review the latest version of these terms, which is always available at eb-it.uk/terms.
  • Refusal to Sign: If you decline to sign a required document, we may be unable to proceed with the requested service or repair. In such cases, any deposit paid may be non-refundable if the refusal prevents us from completing work that has already been scheduled or prepared. We encourage you to contact us to discuss any concerns about a document before declining to sign.
  • Copies of Signed Documents: A copy of all signed documents is available to view at any time through your customer portal. We recommend retaining these for your own records. Signed documents are stored securely in line with our data retention policy (Section 4) and are encrypted using AES-256 alongside your other account data.
  • Third-Party Signatories: Documents may only be signed by the account holder or an individual holding a valid Lasting Power of Attorney (Section 7) for the account holder. We cannot accept documents signed by unauthorised third parties. If you require assistance arranging an authorised signatory, please contact us in advance of your appointment.
  • Service Completion Report:
    • Ticket Overview
      A summary of your support request, including the reported issue, the date the ticket was raised, and the outcome of the job.
    • Communication History
      A full log of all correspondence between you and our team throughout the duration of the ticket, including notes, updates, and any approvals given.
    • Work Clock (Billable Time Only)
      A record of the billable time logged against your job. This reflects only the time directly spent working on your request and does not include internal administration or scheduling time. This provides full transparency over how your charges are calculated.
    • Attached Services
      Details of any services linked to your ticket, such as broadband, VoIP, hosting, or managed IT services that were involved in or affected by the support job.
    • Invoices
      A copy of all invoices raised in connection with the job, including parts, labour, call-out charges, and any additional fees. These can also be viewed and downloaded separately from your customer portal at any time.
    • PAT Test Certificate (where applicable)
      Where a Portable Appliance Test (PAT) has been carried out as part of your service, a full PAT test certificate will be included in your completion report. This certificate serves as your official compliance record and should be retained for your own records. Copies remain accessible through your customer portal for the duration of your data retention period (Section 4).
    • Technical Handover Notes
      A summary of the internal condition of your device at the time of service, including any components inspected, replaced, or flagged for future attention. This information is intentionally written in a format that can be understood by other IT professionals, ensuring that any future engineer — whether from EB IT Support LTD or another provider — has a clear and accurate picture of your device's history before beginning any further work. We believe this level of transparency is in your best interest as a customer.

    Service Completion Reports are generated for your records and transparency. They are stored securely within your customer portal in line with our data retention and encryption policy (Section 4). If you have any questions about your report or believe something has been recorded incorrectly, please contact us at [email protected].

2E. Magic Links, Passcodes & Ticket PINs

  • What Are Magic Links, Customer Passcodes & Ticket PINs?
    EB IT Support LTD uses a combination of three security mechanisms to protect your account and verify identity — Magic Links, Customer Passcodes, and Ticket PINs. Each serves a distinct purpose and together they provide a layered approach to account security and engineer verification.

    This system was designed with accessibility and ease of use in mind — particularly for customers who may find traditional login systems difficult or frustrating. It removes the need to remember passwords, reduces the risk of weak or reused passwords, and ensures that access to your account is always tied to your registered email address or a verified credential rather than a static password that could be compromised.
  • Customer Passcodes:
    Your Customer Passcode is a unique code assigned to your account and is used to verify your identity when you or a staff member needs to access your account information — such as your address, contact details, or communication logs — through the support portal.
    • Partial verification only
      When identity verification is required, you will only ever be asked for 2 to 3 characters from your passcode — never the full code. This means that even during a support interaction, your full passcode is never exposed or transmitted, providing protection even if a call or session were to be intercepted.
    • Staff cannot see your full passcode
      Your Customer Passcode is stored securely and EB IT Support LTD staff are never able to view the complete passcode — they can only verify the characters you provide against the stored value. If you forget your passcode, please contact us and we will assist you in resetting it securely.
    • Keep it confidential
      You should never share your full Customer Passcode with anyone, including EB IT Support LTD staff. We will never ask for your full passcode at any time. If you are asked for your full passcode by someone claiming to represent us, please do not provide it and contact our office immediately on 01205 627240.
  • Ticket PINs:
    Each support ticket raised with EB IT Support LTD is automatically assigned a unique Ticket PIN. This PIN is known to both EB IT Support LTD engineers and our reception staff, and is used to confirm to you that the person you are dealing with is genuinely authorised by us. It serves two specific purposes:
    • Engineer verification at your premises
      Before entering your home or business, our engineer must confirm your Ticket PIN verbally. This allows you to verify that the person at your door is genuinely from EB IT Support LTD and is attending in connection with your specific job. Do not allow entry to anyone who cannot provide your correct Ticket PIN. See Section 5B for full details of our engineer identification procedures.
    • Device collection from our office
      When collecting a device from our reception, our reception staff will confirm your Ticket PIN before releasing your device to you. This ensures that devices are only handed over to the correct customer or an authorised representative. You should also be prepared to provide your PIN when collecting, as part of our mutual verification process.
    • Tracking your repair
      Your Ticket PIN can also be used to quickly check the status of your repair via our Track My Repair portal without needing to log in, making it easy to stay updated at any time.
  • How Magic Links Work:
    When you request access to your account, ticket, or completion report, a unique magic link is generated and sent to your registered email address. This link:
    • Is bound to your IP address
      Your magic link is tied to the IP address of the device you first use to open it. It can be accessed up to 5 times from that same IP address, allowing you to revisit your ticket or report without requesting a new link each time. If you attempt to open the link from a different IP address or device, access will not be granted. If you need to switch devices, please request a new link.
    • Requires your Ticket PIN to access your job
      Even with a valid magic link, you will be asked to enter your Ticket PIN to view your job details. This two-step approach means that even if a link were intercepted, it cannot be used to access your ticket without also knowing your PIN — providing an additional layer of security.
    • Expires after 30 days
      Magic links remain valid for up to 30 days from the date they are issued, provided they are accessed from the same IP address and your PIN is correctly entered. After 30 days the link will expire automatically and a new one must be requested.
    • Should never be shared
      Magic links grant direct access to your ticket when combined with your Ticket PIN. You must not forward, share, or post your magic link to anyone else, including family members or colleagues, unless they are an authorised contact on your account.
  • Ticket PIN State & Availability:
    Your Ticket PIN is only active while your support ticket remains in an open state. If your ticket is closed or merged with another ticket, the PIN will be automatically disabled and will no longer grant access via the Track My Repair portal.

    If you need to access a closed or merged ticket, please contact our support team on 01205 627240 or at [email protected] and we can arrange for the ticket to be reopened where appropriate. Please note that not all closed tickets can be reopened — if a ticket has been merged, the information will have been consolidated into the active ticket and your PIN for the merged ticket will remain inactive. Our team will advise you on the best course of action.
  • Acceptable Use:
    Magic links, Customer Passcodes, and Ticket PINs are issued for legitimate customer use only. By using these systems, you agree that you will not:
    • Attempt to guess, brute-force, or systematically test PINs, passcodes, or links
      Any attempt to access accounts or tickets that do not belong to you by guessing or testing PINs, passcodes, or links constitutes unauthorised computer access under the Computer Misuse Act 1990 and may be reported to the police.
    • Share your magic link, Customer Passcode, or Ticket PIN with individuals not authorised on your account
      Sharing access credentials — even with family members — without them being registered as an authorised contact on your account removes the security protections these systems are designed to provide.
    • Use another customer's credentials to access their account or ticket
      Accessing another person's account or ticket information without their explicit authorisation is a serious breach of privacy and may constitute a criminal offence.
    • Repeatedly request magic links without genuine need
      Excessive or automated requests for magic links may be flagged as suspicious activity and could result in temporary suspension of access to protect account security.
  • If You Believe Any of Your Security Credentials Have Been Compromised:
    If you suspect that your magic link, Customer Passcode, or Ticket PIN has been seen, shared, or accessed by someone unauthorised, please call our office immediately on 01205 627240. We will regenerate your Ticket PIN and/or reset your Customer Passcode straight away, invalidate any active magic links, and review your account for suspicious activity. Please do not email us for PIN or passcode regeneration requests — calling us directly ensures this is handled immediately and securely. For engineer visit security concerns specifically, please also refer to Section 5B.
  • Disabling Magic Link Access:
    If you would prefer not to use the magic link system for your own security or personal reasons, you may request that this feature be disabled on your account. Please contact us on 01205 627240 or at [email protected] to arrange this.

    Please note that if you disable Magic Link access, you will no longer be able to use quick-access links sent by email.

    You can still reply directly to your ticket confirmation emails to send updates.

    To view or manage your tickets online, you will need to:
    • Enter your Support PIN, or
    • Log in to the customer portal at dashboard.ebithost.uk using your registered email address and Portal Password.
    Your Portal Password is included in your customer welcome email. If you cannot locate it, please contact us and we will assist you.

    If both Magic Link access and Support PIN authentication are disabled, you will be required to log in to your customer account to access your tickets online.

    These options are available to customers who prefer enhanced security and can be enabled or disabled at any time upon request.
  • Why We Don't Use Traditional Password Logins as Default:
    Traditional password-based login systems place the burden of security on the customer — requiring strong, unique passwords that are regularly changed and never reused. In practice, many people use weak or repeated passwords, which creates significant security risks. Our magic link system removes this burden entirely by ensuring that access is always granted through your email inbox, which itself should be secured with a strong password and two-factor authentication with your email provider. This approach is simpler, safer, and more accessible for all customers regardless of their technical ability.

    However, we also fully support traditional email and password login for customers who prefer this method. You can log in to the customer portal at any time using your registered email address and password at dashboard.ebithost.uk. For additional security, we strongly recommend enabling Two-Factor Authentication (2FA) on your account, which is available within your account settings in the customer portal.

    In summary, we offer four ways to access your account and tickets:
    • Magic Link — A secure, time-limited link sent to your registered email address for quick access to your ticket.
    • Ticket PIN — Enter your Ticket PIN to securely view or reply to tickets online.
    • Email & Password — Traditional login via the customer portal using your registered email address and Portal Password.
    • Email, Password & Two-Factor Authentication (2FA) — Our most secure option, adding an additional verification step when logging in. This can be enabled at any time within your account settings.
    Your Customer Passcode remains an additional layer of identity verification used during support interactions and in-person verification with engineers or reception staff.

    We continually review our authentication systems to ensure they meet current security best practices. If you have any questions or feedback regarding account access, please do not hesitate to contact us.

3. Your Tickets, Repairs & Devices

  • Tickets on Hold: We may place a ticket on hold if we require further information, parts, or payment.
  • Storing Your Devices: Devices left with us will be stored safely for up to 30 days after we notify you of completion. After this period, we may dispose of the device or charge a storage fee.
  • Parts are Separate: Repair prices do not include part costs. You will be given a quote before ordering. Special-order parts may not be refundable depending on supplier terms.
  • Part Returns: If a repair cannot be completed and a special-order part has been used or cannot be returned, the cost may still apply.

3A. Ticket Closures & Non-Engagement Policy

  • Contact Attempts: Where we require information, approval, or a response from you to progress your support request, our team will make up to three contact attempts via your registered contact method (phone, email, or portal message). This policy exists to protect our customers from unwanted repeated contact and to ensure our team's time is used efficiently for customers who are ready to proceed.
  • Automatic Ticket Closure: If we do not receive a response after three contact attempts, your ticket will be automatically closed. You will receive a closure notification explaining that the ticket has been closed due to non-engagement. No further contact will be made regarding the closed ticket.
  • Reopening a Closed Ticket: If your ticket has been closed due to non-engagement and you wish to continue with your request, you are welcome to raise a new support ticket via our Support Portal, call us on 01205 627240, or email [email protected]. Please note that any previously quoted prices, parts holds, or appointment slots may no longer be available and will need to be re-arranged.
  • Deposits & Parts: If a non-refundable deposit was paid or parts were ordered prior to ticket closure due to non-engagement, these charges remain payable. Special-order parts that cannot be returned to the supplier will be charged in full regardless of ticket status.
  • Device Storage: If your device is held with us at the time of ticket closure, the standard 30-day storage policy (Section 3) applies from the date of the closure notification. After this period, storage fees may apply or the device may be disposed of in line with our standard terms.

4. Your Privacy & Data Security

  • Confidentiality: We treat all personal data and files on your devices as strictly confidential. Technicians only access what is necessary to complete your request.
  • AES-256 Encrypted Storage: All data stored within our client portal is encrypted using AES-256 encryption. The only field not encrypted is your email address, which must remain readable to allow efficient account lookup and communication.
  • Third-Party Services: If we register services such as broadband, hosting, licensing, or telephone services with trusted partners (e.g., BT, Microsoft, or hosting providers), we share only the minimum information needed to activate and administer your service.
  • Payments: We do not store your financial details. Payments made through PayPal, GoCardless, Stripe, or other gateways are processed entirely by the provider. We only receive a secure verification token confirming the payment.
  • Data Retention: We keep support tickets, invoices, and operational notes for three years after account closure, as required by UK accounting standards.
  • Erasure & Data Scrambling: If you request account deletion, your personal data is scrambled/anonymised in our system. Financial records and essential notes remain until the end of the 3-year legal retention period. After this period, they are automatically deleted. Once deleted, you must re-register if you return as a customer.
  • Telephone Verification Passcode: If you contact us from an unregistered phone number, we will request your Telephone Verification Passcode (sent in your welcome email) to confirm identity before accessing or modifying your account.
  • Illegal Content: If we encounter illegal content on your device, we must stop work immediately and report it under UK law. We may be required to preserve evidence.
  • Annual Customer Report: A full data and service report is automatically emailed to customers each year on December 1st. You may also generate real-time reports via your customer portal.

5. When We Visit You (On-Site Support)

  • Safety First: All on-site visits are carried out under our Customer Safety, Vulnerable Customer, and Staff Protection Policy (Section 6A), our Engineer ID & PIN Verification procedures (Section 5B), and our Office Visit guidelines (Section 5C). Technicians may end or postpone a visit if they feel unsafe or if conditions are not suitable for work.
  • Adult Required: Someone aged 18+ must be present for the full visit.
  • Safe Workspace: Please ensure the technician has a clear, safe working area. Pets should be kept in a separate room.
  • Medical Needs: Some staff may need urgent restroom access due to medical conditions. They will always ask permission first.
  • Staff Safety: Technicians log expected completion times before entering a property. If they do not check in or trigger an alert, we may contact emergency services.
  • Safety First: All on-site visits are carried out under our Customer Safety, Vulnerable Customer, and Staff Protection Policy (Section 6A) and our Engineer ID & PIN Verification procedures (Section 5B). Technicians may end or postpone a visit if they feel unsafe or if conditions are not suitable for work.
  • Safety First: All on-site visits are carried out under our Customer Safety, Vulnerable Customer, and Staff Protection Policy (Section 6A), our Engineer ID & PIN Verification procedures (Section 5B), and our Office Visit guidelines (Section 5C). Technicians may end or postpone a visit if they feel unsafe or if conditions are not suitable for work.

5A. Emergency Support & After-Hours Call-Outs

  • Emergency Support Availability: Our 24/7 emergency queue is available exclusively for existing customers experiencing critical, business-impacting emergencies outside normal working hours.
  • What Counts as an Emergency: This service should only be used for issues that impact your entire business operation, such as:
    • Total server or domain controller failure
    • A full network outage affecting all staff
    • A confirmed or suspected major security breach (e.g., ransomware attack)
    Standard issues such as slow PCs, single-user issues, password resets, or printer faults are not classed as emergencies.
  • How to Access Emergency Support: To use the emergency queue, call 01205 627240 and select option 2. You must be prepared to provide your name, company details, and a clear description of the emergency.
  • Emergency Call-Out Fees: By selecting the emergency queue, you agree to:
    • A significant Out-of-Hours Emergency Call-Out Fee
    • Work being charged at our standard overtime rate
    Our on-call technician will confirm these charges verbally before commencing any work.
  • Assessment of Emergency: The on-call technician will assess whether your situation meets our emergency criteria. If it does not, you may be redirected to our normal support process, and the emergency call-out fee may be applied for misuse of the emergency service.
  • Misuse of the Emergency Line: We reserve the right to charge the emergency call-out fee for non-emergency requests made via the emergency queue. This ensures the line remains available for genuine critical situations.

5B. Engineer Identification & Customer PIN Verification

  • Photo ID Cards: All EB IT Support engineers carry an official company photo ID card when attending on-site visits. You have the right to ask to see this identification before allowing entry to your home or business. If an engineer cannot produce a valid photo ID card, you should refuse entry and contact us immediately on 01205 627240.
  • Personal PIN Verification: Every support request raised with EB IT Support is assigned a unique personal PIN number. This PIN is included in all correspondence relating to your job, including your confirmation email and any follow-up communications. Before entering your premises, your engineer will confirm this PIN with you verbally.
    • Your PIN is unique to each individual support request
    • It is included in every email we send regarding your job
    • You can view it at any time via our Track My Repair portal
    • If you are unsure of your PIN prior to a visit, call us on 01205 627240 and we will confirm it for you
  • If an Engineer Cannot Provide Your PIN: If an engineer arrives at your property and is unable to confirm your personal PIN number, do not allow entry. Call us immediately on 01205 627240 to verify the visit. If you feel unsafe or believe you may be the target of a scam, call 999. We will never charge you for refusing entry to protect your safety.
  • Protecting Vulnerable Customers: This ID and PIN verification system is particularly important for elderly, vulnerable, or isolated customers. We encourage family members, carers, or neighbours to be made aware of this process so they can help verify an engineer's identity if needed. If you would like a trusted contact added to your account, please let us know.
  • We Will Never:
    • Send an engineer without a prior confirmed appointment and ticket
    • Ask you to let someone in who cannot provide your PIN
    • Send engineers who are unable or unwilling to show photo ID
    • Cold-call you and ask to attend your property without a booked ticket
    If anyone claims to be from EB IT Support and does not follow these procedures, please treat this as suspicious and contact us or the police immediately.
  • Tracking Your Repair: You can check the live status of your repair or support job, and view your personal PIN, at any time by visiting our Track My Repair portal. This gives you full visibility of your job progress, scheduled visit times, and engineer assignment.

5C. Visiting Our Office

  • General Safety: When visiting our office at Boston Enterprise Centre, you agree to follow all building safety rules and signage. In the event of a fire alarm, please evacuate the building immediately via the nearest marked fire exit and proceed to the designated assembly point. Do not use lifts during an evacuation. Please familiarise yourself with exit routes upon arrival.
  • Right of Access: EB IT Support LTD reserves the right to refuse access to our office premises at any time and without obligation to provide a reason. This includes but is not limited to situations involving aggressive or inappropriate behaviour, the safety or wellbeing of our staff or other visitors, or any other circumstance we deem necessary. Refusal of access does not affect your ability to contact us by phone or email.
  • Lobby & Communal Area Meetings: For the safety and privacy of both our customers and our staff, some appointments may be conducted in the main office lobby or communal areas of Boston Enterprise Centre rather than within our private office. This may occur when a private space is unavailable, when a brief handover or consultation is required, or at the discretion of our team for safety reasons. We appreciate your understanding that this approach helps protect both you and our staff.
  • Device Drop-Off & Collection: When dropping off or collecting a device, please ensure you bring a valid form of photo ID and, where applicable, your ticket PIN. This allows us to verify your identity quickly and ensures your device is only released to the correct person. We cannot release devices to third parties without prior written authorisation from the account holder.
  • Walk-In Availability: Our office is generally staffed Monday to Friday, 9am to 5pm. However, our team may be out on callouts at any time during these hours. We strongly recommend calling ahead on 01205 627240 to confirm we are available before making a visit, to avoid an unnecessary journey.
  • Conduct on Premises: All visitors are expected to behave respectfully towards our staff, other customers, and fellow building occupants. Aggressive, threatening, or inappropriate behaviour will result in immediate removal from the premises and may result in your account being suspended or terminated in line with Section 14.
  • Shared Building: Please be aware that Boston Enterprise Centre is a shared commercial building with other businesses and their customers. Please be considerate of other occupants when visiting, including keeping noise to a reasonable level in communal areas.
  • Collection Time Limit & Invoice Payment: Device collections must be completed by 4:45 PM. All outstanding invoices must be paid in full before a device will be released for collection — please ensure payment is arranged in advance to avoid delays on arrival. When collecting your device, our reception team will ask you to confirm your Ticket PIN before releasing it to you — this is to ensure your device is only handed over to you or an authorised representative. If you do not have your Ticket PIN to hand, please contact our support team on 01205 627240 before arriving. If you wish to review your device in working order at our office, this must be requested and completed by 4:00 PM at the latest, allowing sufficient time for our staff to finalise the handover process before close of business. After 4:45 PM, collections cannot be processed and you will be asked to return on the next working day after 10:30 AM. If you arrive after 4:45 PM, our building reception team will advise you of this policy and ask that you return the following working day. We apologise for any inconvenience this may cause and appreciate your understanding.
  • Same Day Service: Where we are able to offer a same day service, this is arranged at the discretion of our team and is subject to parts availability. Same day service is not always possible — many repairs require parts that must be ordered from suppliers, which may take additional time. To be eligible for same day service, your device must be dropped off at our office by 11:30 AM on the same day — devices received after this time cannot be guaranteed for same day turnaround. Where a same day service has been confirmed and scheduled for you, please be aware that our team will have reorganised their schedule specifically to accommodate your request. In these circumstances, collection by 4:45 PM on the same day is strictly required. Failure to collect by this time may result in your device being secured overnight and the collection carried over to the next working day after 10:30 AM. We reserve the right to apply an additional handling fee if a confirmed same day collection is missed without prior notice.
  • Parts Availability & Repair Timescales: While we endeavour to complete repairs as quickly as possible, many jobs are dependent on parts being sourced from third-party suppliers. Parts are sourced both domestically and internationally — some components may be shipped from overseas suppliers worldwide, and delivery times can vary significantly. In some cases, parts may take up to two months to arrive, particularly for older, specialist, or less common components. Lead times are entirely outside of our control and we cannot guarantee delivery dates provided by suppliers.

    We ask that customers retain their device until we confirm that the required part has arrived and is ready for fitting. You will be notified via your support ticket, which will display a status message indicating that the part has arrived and that we are awaiting your device drop-off. Please do not bring your device in before receiving this notification, as we may not have the capacity to store it safely in the interim period.

    We will always keep you updated on the progress of your parts order and notify you as soon as we are ready to proceed. Estimated timescales provided at the point of booking are indicative only and do not constitute a guarantee of completion time. If a part becomes unavailable, discontinued, or significantly delayed beyond initial estimates, we will contact you promptly to discuss your options, which may include sourcing an alternative part, a refund of any deposit paid, or closing the ticket at your request.
  • Building Reception Staff: Boston Enterprise Centre has its own reception team who may greet you upon arrival. Please be aware that reception staff are employees of the building, not of EB IT Support LTD. They have no access to our support systems, customer accounts, ticket details, job status, or any other information relating to your repair or service. Please do not ask reception staff for updates on your job, and do not direct any frustration regarding your support experience towards them. Any abuse, rudeness, or inappropriate behaviour directed at building reception staff will be treated with the same seriousness as behaviour directed at our own team, and may result in your access to the premises being revoked and your account being reviewed under Section 14.
  • Overnight & Short-Term Device Storage: Where available, devices may be stored overnight in locked security cabinets within our office. Boston Enterprise Centre operates a building alarm system outside of business hours, and we take all reasonable precautions to ensure the security of devices left in our care. However, EB IT Support LTD cannot be held responsible for loss, theft, or damage to devices that are left with us beyond the agreed repair or collection window. Specifically, any device left with us for more than two working days after we have notified you that your repair is complete and ready for collection is stored entirely at the owner's risk. We strongly encourage prompt collection once you have received your completion notification. If you are unable to collect within two working days, please contact us to make alternative arrangements.

5D. Events (In-Person & Virtual)

  • Pre-Booking Required: All EB IT Support events — whether held in person or virtually — must be pre-booked in advance. Walk-ins or unregistered attendees cannot be guaranteed entry or access to virtual sessions. Events are typically listed and managed through Eventbrite, and a valid booking confirmation will be required upon arrival or at the point of joining a virtual session. Links to upcoming events can be found on our website and social media channels.
  • In-Person Events: For events held at Boston Enterprise Centre or any other physical venue, attendees must follow all venue safety rules, fire evacuation procedures, and signage. In the event of a fire alarm, please evacuate immediately via the nearest marked exit and proceed to the designated assembly point. Do not use lifts during an evacuation. EB IT Support LTD reserves the right to refuse entry to any attendee at any in-person event without obligation to provide a reason.
  • Virtual Events: Virtual events are accessible via a link provided upon booking confirmation. Attendees must not share event access links with unregistered individuals. Recordings of virtual sessions may be made by EB IT Support LTD for training, promotional, or archival purposes. By attending a virtual event, you consent to the possibility of being recorded. If you do not wish to be recorded, please keep your camera and microphone off and notify us in advance.
  • Code of Conduct: The same standard of conduct expected at our office (Section 5C) applies to all events, both in person and virtual. Attendees are expected to treat all other participants, hosts, and staff with respect. The following will not be tolerated at any EB IT Support event:
    • Aggressive, threatening, or abusive behaviour towards staff or other attendees
    • Discriminatory language or conduct of any kind
    • Disruption of the event or deliberate interference with proceedings
    • Sharing of inappropriate, offensive, or illegal content during virtual sessions
    • Recording of sessions without prior written consent from EB IT Support LTD
    Attendees found to be in breach of this code of conduct may be removed from the event immediately, without refund, and their account may be reviewed under Section 14.
  • Cancellations & Refunds: Event bookings are subject to the cancellation and refund policy stated at the time of booking on Eventbrite. EB IT Support LTD reserves the right to cancel, reschedule, or change the format of any event (for example, switching from in-person to virtual) due to unforeseen circumstances including adverse weather, venue issues, or low attendance. Where an event is cancelled by us, attendees will be notified as soon as possible and offered a refund or transfer to an alternative date where applicable.
  • Liability at Events: EB IT Support LTD cannot be held responsible for personal injury, loss, or damage to property sustained at in-person events unless directly caused by our negligence. Attendees attend at their own risk and are responsible for their own belongings throughout the event. For virtual events, we are not responsible for technical difficulties on the attendee's side, including connectivity issues, device compatibility, or software faults.
  • Photography & Media: EB IT Support LTD may take photographs or video footage at in-person events for use in marketing and promotional materials. If you do not wish to appear in any photographs or recordings, please inform a member of our team at the start of the event and we will do our best to accommodate your request.

6A. Customer Safety, Vulnerable Customers & Staff Protection

  • Vulnerable Customers: Some customers may require additional care and support due to age, disability, health conditions, or personal circumstances. If we identify a customer as potentially vulnerable, their account may be marked accordingly so that we can provide additional assistance and ensure a safe and respectful service experience. Only approved staff members will be assigned to these visits, and they will follow our internal safeguarding procedures to ensure the customer’s well-being.
  • Professional Conduct During Visits: All staff must present their company identification upon arrival. For safety and fraud-prevention reasons, our technicians are not permitted to handle customer cash, bank cards, or valuables. All payments must be made through approved company channels.
  • Staff Safety & Right to Withdraw: Our technicians have the right to end a visit immediately if they feel unsafe, threatened, uncomfortable, or if the environment poses a risk to their health or safety. This includes situations involving aggression, intoxication, unsafe property conditions, or unexpected individuals on-site. If a visit is ended due to safety concerns, you may be asked to reschedule or arrange a supervised appointment.
  • Lone Worker Safety Procedures: Many on-site visits involve staff working alone. For their protection, technicians must follow strict check-in procedures and safety protocols while visiting customer premises. If a technician does not check in after a visit or fails to respond to safety calls, we may contact emergency services to check their well-being.
  • Unsafe or High-Risk Environments: If a technician arrives and conditions are significantly different to what was expected (for example: unsafe access, evidence of illegal activity, aggressive behaviour, or other safety concerns), they may refuse or postpone the job. A call-out fee may still apply if the visit could not proceed due to customer circumstances.
  • Reporting Concerns About Vulnerable Customers: If our staff believe a customer may be at risk of harm, neglect, or exploitation, we may raise this with the appropriate authorities or emergency contacts, in line with our safeguarding obligations.
  • Rescheduling for Safety Reasons: EB IT Support LTD reserves the right to reschedule an appointment, send a second staff member, or refuse service if we believe a situation may compromise the safety of either the customer or our staff.

7. Power of Attorney (Helping Someone Else)

If you want a trusted person to manage your account, you must provide a valid, registered Lasting Power of Attorney (LPA) document. This protects you and ensures we only speak to authorised individuals.

8. Payments, Deposits & Subscriptions

  • Remote Support Fee: Remote support sessions are charged at a fixed rate of £48.99 unless otherwise stated.
  • Invoices: Payment is due within 30 days. Late payment fees up to £60 or 50% (whichever is higher) may apply.
  • Deposits: Appointments require a £25 non-refundable deposit.
  • Minimum Call-Out Charge: From 1st January 2026, the minimum call-out fee is £55 for all customers. Prices may vary depending on the customer’s location.
  • Subscriptions: Subscription prices are fixed for the first 12 months. After this period, prices may change with 30 days’ notice.
  • Third-Party Price Changes: For broadband or phone services offered through partners, mid-contract price changes may occur if our supplier increases costs.
  • Payment Processing: Payments through PayPal, GoCardless, or Stripe are handled by those providers. We do not store any financial details.
  • Referral & Loyalty Schemes: Referral rewards and loyalty card benefits are promotional features and may be changed or withdrawn at any time. Discounts are applied at our discretion and cannot be exchanged for cash.

9. Refunds, Complaints & Appeals

  • Complaints: If you are unhappy with our service for any reason, please contact us at [email protected]. We take all complaints seriously and will investigate fully. Complaints that may relate to damage, liability, or insurance will be escalated to senior management for review.
  • Refunds: Refunds are not guaranteed but may be offered if we find that our service fell below our standards. Parts, special-order items, and third-party equipment are non-refundable. Refunds may be issued as account credit, coupon codes, or monetary refunds at our discretion.
  • Appeals: If you believe a decision (including fees, refund outcomes, bans, or service actions) is unfair, you may raise an appeal by emailing [email protected]. A senior management member will review your case, and their decision will be final.

10. Our Repair Warranty

We provide a one-year labour warranty for the exact repair completed. This does not cover new faults, accidental damage, viruses, or issues caused after you receive the device. This warranty does not affect your statutory rights.

11. Website Hosting & Online Conduct

  • Your Responsibility: You are responsible for the content you host. Illegal or harmful content is prohibited.
  • Netiquette: Good online behaviour is expected. You must keep your passwords secure.
  • Comments: Abusive comments posted on our website will be removed.

12. Acceptable & Fair Usage

Unlimited services are subject to fair usage. Excessive unattended use may result in temporary speed restrictions to ensure fairness for all users.

13. Our Responsibility (Liability)

  • Accidental Damage: Our engineers take great care when handling your equipment. If accidental damage occurs due to our actions, our liability is limited to the reasonable cost of repair or replacement of the affected item.
  • Old or Brittle Components: Older devices may contain brittle plastics or ageing components that can break during repair due to age or natural degradation. We cannot be held responsible for damage caused by these factors.
  • Your Data: You are fully responsible for backing up your data prior to any repair or service. We are not liable for any data loss, corruption, or failure unless explicitly stated otherwise in writing.
  • Insurance Cover: EB IT Support LTD maintains appropriate business insurance to cover rare situations where a claim may be necessary. If you believe an incident may require an insurance review, you must first contact us via [email protected] and raise a formal complaint. All insurance-related matters will be reviewed and handled exclusively by our senior management team. Please be aware that submitting a complaint does not guarantee approval of an insurance claim.

14. Ending or Suspending Your Service

  • We may suspend or terminate service if invoices remain unpaid or if these terms are breached.
  • Record of Breaches: Breaches are logged on your permanent customer record.
  • Suspension Over 90 Days: Accounts suspended for 90+ days may be permanently closed. Data may not be recoverable.
  • Appeals: You may appeal by emailing us. A senior manager will review your case.

15. Our Service Promise & Response Times (SLA)

  • We aim to respond to standard tickets within 24 business hours.
  • Updates: For complex issues, we will keep you informed.
  • Status Page: Service status is available at status.eb-it.uk.
  • Priority Support Subscription: Customers subscribed to our Priority Support (£10/month) are guaranteed a call-out within two working days during busy periods. This does not guarantee immediate onsite availability during part sourcing delays. All customers continue to receive the same quality of service; the subscription only guarantees response time during peak periods.

16. Specific Service Terms

  • Broadband, Phone & Hosting:
    • Third-Party Networks: Our broadband, telephone, and hosting services are delivered through trusted third-party providers (e.g., BT, Virgin Media, LCN, and other upstream carriers). EB IT Support LTD acts as your single point of contact for support, billing, and issue reporting.
    • Service Availability & Downtime: Because these services operate on third-party networks and data centres, EB IT Support LTD is not responsible for downtime, outages, maintenance windows, infrastructure failures, or performance issues on the provider’s systems. You can check live and historical service information at: status.eb-it.uk.
    • Cloudflare Protection: Where applicable, our hosting services run behind Cloudflare security and performance filtering. While this offers significant protection, issues within Cloudflare’s global network are outside of our control.
    • Fault Reporting: If you experience an issue, we will run diagnostics and report faults directly to the upstream provider on your behalf. We will keep you updated as the provider investigates and resolves the issue.
    • Backups & Data Responsibility: We strongly recommend customers maintain their own backups for websites, email services, and hosted systems. We can offer backup solutions if required, but some hosting environments or third-party policies may limit or prevent external backups.
    • Third-Party Account Suspension or Termination: Third-party providers reserve the right to suspend or terminate accounts if they detect security concerns, legal violations, abuse, excessive usage, spam activity, fraud, or business risks. EB IT Support LTD has no control over these decisions. Should this occur, we will notify you immediately and provide assistance with reinstatement, migration, or alternative options where possible.
    • Price Adjustments: If our suppliers increase their wholesale costs, we may need to adjust your price accordingly. You will always receive at least 30 days' notice of any change.
  • eTravel SIMs, Mobile SIM Plans & M365 Licensing:
    • Third-Party Ownership: Our eTravel SIM products, mobile SIM contracts, and Microsoft 365 (M365) services are supplied through trusted third-party networks and service providers. These services operate under the provider’s own infrastructure, policies, compliance requirements, and technical capabilities.
    • Service Availability & Downtime: EB IT Support LTD is not responsible for outages, downtime, network failures, platform issues, or authentication failures affecting these services. Because these services are operated by third-party networks (mobile carriers, M365 cloud infrastructure, and global connectivity suppliers), we do not have direct control over uptime. You can always check the live operational status of our systems and upstream suppliers at: status.eb-it.uk.
    • Backup & Data Protection: We will always work with customers to ensure adequate backups exist or to offer suitable backup solutions for M365 or mobile data platforms. However, some providers do not permit externally maintained backups, and data retention policies may be outside our control. In these cases, backup options may be limited or unavailable.
    • Provider-Initiated Suspension or Termination: Third-party providers reserve the right to suspend or terminate an account at any time if required for legal, fraud-prevention, misuse, or business-protection reasons. If this occurs, EB IT Support LTD has no direct control over the decision. We will notify you if we receive any suspension or termination notice and provide assistance in exploring reinstatement, migration, or alternative service options where possible.
    • Cloudflare Protection: Many of our web-based services run behind Cloudflare security and performance protection. While this provides industry-leading protection against attacks, performance issues relating to Cloudflare’s global network are outside our direct control.
  • Website Development:
    • Non-urgent website changes may take up to four weeks.
    • Critical website-down emergencies are prioritised immediately.
  • Software Licensing:
    • We act as a reseller. Software usage is governed by the provider’s EULA (e.g., Microsoft).
    • We manage billing and activation but are not responsible for bugs or software limitations.
  • Drone Videos:
    • Flights follow strict CAA safety regulations. The drone pilot has final say on flight safety.
    • Do not distract the pilot during operation.

17. Regulatory Information

  • Ofcom: We are regulated by Ofcom for broadband and telephone services.
  • ICO: We are registered with the Information Commissioner’s Office and follow UK GDPR and the Data Protection Act 2018.

18. Our Policies and Changes to These Terms

  • Additional Policies: Some services may include additional policies. These will be provided at the time of purchase.
  • Changes: We may update these terms as needed. The latest version is always available on our website.

19. Legal Information

  • Your Age: You must be 18 years or older to use our services.
  • Fraud Prevention: Your details may be checked with fraud prevention agencies.
  • Applicable Law: These terms are governed by UK law, including the Computer Misuse Act 1990 and UK GDPR.
  • Indemnification: You are responsible for your use of our services. If your actions cause us legal issues (e.g., hosting illegal content), you agree to cover our costs.
  • Severability: If one part of this agreement is invalid, the rest remains in effect.

20. Contact Us

If you have any questions, please contact us.

  • Email: [email protected]
  • Phone: 01205 627240
  • Post: EB IT Support LTD, Boston Enterprise Centre, Wyberton Fen, Boston, PE21 7TW

Your Safety Comes First

Every EB IT Support engineer carries an official photo ID card and will confirm your unique personal PIN number before entering your home or business. Your PIN is unique to each support request and is included in every email we send regarding your job. If an engineer cannot provide your PIN — do not let them in. Call us on 01205 627240 or 999 if you feel unsafe. We will never charge you for refusing entry to protect your safety.

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