Our staff are committed to providing high-quality support services to our customers. By engaging with our support team, you agree to the following terms and conditions.
Effective Date: 4th September 2024
Our support team is available during business hours, Monday to Friday, from 9:00 am to 5:00 pm (local time). Support requests received outside these hours will be addressed on the next business day or via our Emergency Line for an initial fee of £50. For customers with 24/7 support contracts, support is available around the clock.
Support requests must be submitted through our designated channels:
We aim to respond to support requests within 24 hours during business hours. Response times may be longer during peak periods. Delays will be communicated via our X channel (formerly Twitter) or our Status Site.
Our IT Support covers Windows, Linux, iOS, macOS, and Android. We are not responsible for issues caused by third-party software, hardware, or services but will provide guidance for third-party support teams as needed.
We strive to resolve support requests promptly and efficiently. However, some issues may require additional time for investigation and resolution.
Tickets may be placed on hold for various reasons, pausing resolution targets. Common reasons include:
Devices left with us will be stored for up to 1 month after the issue is resolved and the customer is notified via their support ticket. After this period, uncollected devices may be subject to disposal or additional storage fees.
Our support team will communicate with you via email, phone, or our online support portal. Ensure your contact information is up-to-date and accurate.
While some services include "Unlimited" caps, they are subject to the following terms:
Parts are provided separately and are not included in advertised prices on our website.
EB IT Support LTD may monitor services to prevent illegal activities. Access to certain file types or services may be restricted, and all services are logged in accordance with our Privacy Policy.
We treat all information as confidential and will not disclose it to third parties without your consent, except where required by law. See our Privacy Policy for more information.
We reserve the right to terminate our support services at any time without notice. You may also terminate our services by providing written notice via email at [email protected] or by post to: EB IT Support LTD, Boston Enterprise Centre, Wyberton Fen, Boston, PE21 7TW.
We may suspend or place your account on hold for reasons including but not limited to:
You agree to pay invoices in full by the due date (30 days from the invoice date). Failure to pay may result in service termination or suspension. Late payments may incur a fee of up to 50% or �60, whichever is higher.
Subscription fees are fixed for the first 12 months. Afterward, fees may increase to the current list price. We will notify you at least 30 days in advance of any increase. You may choose to terminate your subscription if you do not agree to the new fees.
A £25 deposit is required for all appointment confirmations. This deposit is non-refundable in no fix/no fee situations, as it covers the standard call-out charge.
EB IT Support LTD is not responsible for returning parts from third parties. We cannot guarantee full refunds from suppliers in no fix/no fee cases.
We offer a 1-year warranty on all labor performed by EB IT Support LTD upon successful completion of a repair. Subsequent issues are not covered by this warranty.
If any provision of this Agreement is unenforceable or invalid under applicable law, it shall not render the Agreement unenforceable or invalid as a whole. We will amend or replace such provision with one that is valid and enforceable.
You attest that you are of legal age (18 or over) to enter into this Agreement.
You agree to follow generally accepted "Netiquette" rules. You are responsible for the security of your password. EB IT Support LTD will not change passwords without adequate proof of identification. In the event of disputes, we may put the account on hold until resolved.
Your site must not contain or promote illegal activities, including child pornography, exploitation of children, terrorism, violence, spam, hacking, gambling, or the sale of prescription medication without a valid prescription. Your site may not infringe on the intellectual property rights of others. You agree to personally back up all data hosted on EB IT Support LTD's servers. EB IT Support LTD may monitor your site's content and may suspend or terminate your account for breaches of this agreement.
EB IT Support LTD may offer refunds subject to management approval. Refunds will not be provided for parts or third-party equipment. Refunds may be offered as:
Coupons are valid until the advertised term or within 30 days of publication. Only one coupon may be used at a time, and it may be used by new or returning customers.
EB IT Support LTD offers an affiliate program. Customers may register at eb-it.uk/affiliates/. Affiliates earn 10% of total orders. EB IT Support LTD reserves the right to accept/reject applications and monitor affiliate activities. Affiliates must comply with the Website Hosting Terms and may not incentivize users to click on their links.
EB IT Support LTD will check your details against fraud prevention agencies.
This Agreement is governed by the laws of the United Kingdom. EB IT Support LTD's terms and privacy policy are in conjunction with the Computer Misuse Act 1990 and Data Protection Act 1998.
EB IT Support LTD is fully compliant with the Computer Misuse Act 1990. Under this Act, it is an offense to:
If, during the course of providing our services, our technicians discover any illegal content on your devices, including but not limited to child pornography, terrorism-related materials, or any content that violates applicable laws, EB IT Support LTD is obligated to report such findings to the police and relevant authorities. We will fully cooperate with law enforcement agencies during any investigation.
EB IT Support LTD adheres to the Data Protection Act 1998 and the General Data Protection Regulation (GDPR). We collect, store, and process data in line with these regulations, ensuring the privacy and security of our customers' information. For more details, please refer to our Privacy Policy.
EB IT Support LTD will not be held liable for any indirect, incidental, special, or consequential damages arising from the use of our services, including but not limited to loss of profits, data, or other intangibles, even if we have been advised of the possibility of such damages. Our total liability to you for any claims arising out of or in connection with the use of our services shall not exceed the amount you have paid us in the previous 12 months.
You agree to indemnify and hold harmless EB IT Support LTD, its officers, directors, employees, and agents from and against any and all claims, damages, losses, liabilities, costs, and expenses (including reasonable legal fees) arising out of or related to your use of our services, breach of these terms, or violation of any law or rights of a third party.
EB IT Support LTD reserves the right to modify these terms and conditions at any time. Changes will be effective immediately upon posting on our website. It is your responsibility to review these terms periodically to stay informed of any updates. Continued use of our services constitutes acceptance of the revised terms.
These terms and conditions, together with any other policies or agreements referenced herein, constitute the entire agreement between you and EB IT Support LTD regarding your use of our services. Any prior agreements, representations, or understandings, whether written or oral, are hereby superseded.
At EB IT Support LTD, we encourage open and constructive communication through our comments section. However, we maintain a strict policy against disrespectful, abusive, or illegal content. By participating in our comments section, you agree to the following terms:
If you have any questions or concerns regarding these terms and conditions, please contact us at:
Email: [email protected]
Phone: 01205 627240
Mailing Address: EB IT Support LTD, Boston Enterprise Centre, Wyberton Fen, Boston, PE21 7TW.