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.

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.

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). 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.

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.

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