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Terms and conditions of IT support services

  1. Agreement
    • The Service Provider agrees to provide the IT support services described in this Agreement to the Client subject to the terms and conditions of this Agreement
    • In the event of conflict between these Terms and Conditions and any other terms and conditions (of the Client or otherwise), the former shall prevail unless expressly otherwise agreed by the Provider in writing.
  2. Definitions and Interpretation
    • “writing”, and any cognate expression, includes a reference to any communication effected by electronic or facsimile transmission or similar means;
    • a statute or a provision of a statute is a reference to that statute or provision as amended or re-enacted at the relevant time;
    • “these Terms and Conditions” is a reference to these Terms and Conditions and each of the Schedules as amended or supplemented at the relevant time;
    • a Schedule is a schedule to these Terms and Conditions; and
    • a Clause or paragraph is a reference to a Clause of these Terms and Conditions (other than the Schedules) or a paragraph of the relevant Schedule.
    • a “Party” or the “Parties” refer to the parties to these Terms and Conditions.
    • In these Terms and Conditions, unless the context otherwise requires, the following expressions have the following meanings and headings are for information only:
“Business Day” means, any day of the week appropriate to the service level purchased by the client but no less than 0900 -1800 hrs during the standard working week Monday to Friday;
“Confidential Information” means, in relation to either Party, information which is disclosed to that Party by the other Party pursuant to or in connection with this Agreement (whether orally or in writing or any other medium, and whether or not the information is expressly stated to be confidential or marked as such);
“Data Protection Legislation” means all applicable legislation in force from time to time in the United Kingdom applicable to data protection and privacy including, but not limited to, the UK GDPR (the retained EU law version of the General Data Protection Regulation ((EU) 2016/679), as it forms part of the law of England and Wales, Scotland, and Northern Ireland by virtue of section 3 of the European Union (Withdrawal) Act 2018); the Data Protection Act 2018 (and regulations made thereunder); and the Privacy and Electronic Communications Regulations 2003 as amended;
“Charges” means the amount payable for the selected level of service by the Customer for the Service as detailed in the IT Support Contract and subsequent amendments.
“Helpline Support” means the https://cloudsupportguys.com  based support which shall be provided as specified in Schedule 1 and in accordance with Clause 2;
“On-site Support” means the on-site support or remote meetings to be provided at the Premises as specified in Schedule 1 and in accordance with Clause 2;
“Premises” means the Client’s premises at which the Remote Support Services (and in particular the On-site support and Regular Maintenance) are to be provided;
“Regular Maintenance” means the scheduled site visits made by the Service Provider for the purposes of maintaining the Specified Equipment as specified in Schedule 1 and in accordance with Clause 2;
“Specified Equipment” means the computer hardware, devices and software which are to be maintained and supported by the Service Provider as set out in Schedule 2;
“Support Services” means the IT support services to be provided by Cloud Support Guys to the Client as set out in Schedule 1 which shall include Helpline Support, On-site Support and Regular Maintenance; and
“Account Holder” means the Client as detailed in the IT Support Contract of this Agreement to whom We have agreed to perform the Service in accordance with these Conditions.
“Premises” means the address or addresses of the place or places, as detailed in the IT Support Contract (and their agreed revisions from time to time), where the Customer designates as the site specified for any remote site visits.
“Term” means the term of this Agreement as defined in Clause 9.
  1. Provider’s Obligations
    • The Service Provider shall provide the Support Services to the Client in accordance with the provisions of Clause 2 and Schedule 1.
    • The Service Provider shall perform its obligations under this Agreement in a reasonable and timely manner in accordance with the provisions of this Agreement.
    • The Service Provider shall provide the Client with such information and advice in connection with the Support Services and the provision thereof as the Client may, from time to time, reasonably require both before and during the provision of the Support Services.
    • The Service Provider shall use reasonable endeavours to keep the Client informed of any special requirements (including, but not limited to, legislative requirements) applicable to the rendering of the Support Services. To the extent necessary and appropriate, the Service Provider and the Client shall promptly take steps to comply with any such requirements.  These steps shall not otherwise alter this Agreement in any way.
    • Upon receipt of the Client’s request for support or rectification of a defect, the Provider shall (subject to its then current commitments) normally begin work on such support or defect within 2 hours. Such response times are calculated and apply during Working Hours.  The provider may without obligation respond within shorter times than those set out herein in the case of a situation deemed to be an emergency by the Provider.  The provision of Services outside of the Working Hours is as per the Agreement and typically 5.30 am to 10.00 pm on weekdays and 8.30 pm to 10.00 pm on weekends.  As per the Agreement out of hours work will attract additional charges.  Response times apply strictly to existing clients who have entered into an Agreement containing no less than a 30-day term.
    • The Provider shall use all reasonable endeavours to complete its obligations under the Agreement. The Parties agree that time will not be of the essence in the performance of these obligations.
  2. Client’s Obligations
    • The Client shall:
      • allow the Provider including their remote diagnostic tools access to the Equipment and all relevant Software for investigation purposes;
      • provide adequate working space and facilities for the Provider’s staff; and
      • co-operate with them in the diagnosis of any defect or malfunction in the Equipment or Software;
      • Be transparent and ethical in their use of the support service including the number of users and not misuse or seek to abuse these services.
    • The Client shall allow the Provider the use of any Equipment, computer systems, peripherals or other hardware, software or environments necessary to enable it to provide the Services and shall be responsible for procuring, installing and maintaining all communications media not supplied by the Provider.
    • The Client will not allow any changes or modifications to the Software to be made by any party other than those authorized by the Provider. If such changes or modifications are carried out without authorization or appropriate notification, the Provider reserves the right to review these Terms and Conditions and make adjustments accordingly.
    • The Client will make freely available to the Provider all documentation associated with the Equipment, working documents, original Software installation media, current data backups, Equipment and any other relevant hardware for the efficient maintenance of the Equipment and the Software.
    • The Client shall create regular data backups in such a manner as to minimize any potential data loss and to ensure that these are made available to the Provider as required.
    • The Client shall take all reasonable precautions to ensure the safety and health of the Provider’s personnel while such personnel are at the Client’s premises.
    • The Client shall notify the Provider within 7 days of delivery if they are requesting a refund, refunds are not guaranteed and will be considered on a case by case basis.
  3. Price
    • The Client agrees to pay the Fees in accordance with Clause 6 and the Agreement.
    • The Provider shall be entitled to recover from the Client his reasonable incidental expenses for materials used and for third party goods and services supplied in connection with the provision of the Services.
    • The Client shall pay the Provider for any additional services provided by the Provider that are not specified in the Agreement in accordance with the Provider’s hourly rate in effect at the time of the performance or such other rate as may be agreed. Any such charge for additional services shall be invoiced separately from any Fees due under the Agreement.
    • All sums payable pursuant to these Terms and Conditions are exclusive of any value added or other tax or other taxes on profit, for which that Party shall be additionally liable.
  4. Payment
    • All regular payments for Services provided under the Agreement shall be paid by the Client in advance without any set-off, withholding or deduction except such amount (if any) of tax as that party is required to deduct or withhold by law. Regular payments for services provided shall be deducted from the credit / debit card used to purchase the support contract unless otherwise specified in the Agreement.  All one-off payments for Services provided under an Agreement shall be paid in advance before the support is delivered as detailed in the Agreement.
    • Where payments due are not included in the monthly payment in accordance with Clause 6.1 above then such payments shall be made by the Client within 30 days of the date of the relevant invoice, without any set-off, withholding or deduction except such amount (if any) of tax as that party is required to deduct or withhold by law.
    • Payments shall be made by direct debit, BACS, or as otherwise directed by the Provider in the Agreement.
    • The time of payment shall be of the essence of the Agreement. If the Client fails to make any payment on the due date in respect of any sum due under the Agreement or these Terms and Conditions, then the Provider shall have the right to charge the Client interest on any sum outstanding at the rate of 4% above the base rate of the Bank of England from the due date for payment until the date on which the payment is received.
    • The Provider may from time to time increase the hourly rates (if applicable) referred to in the Agreement by such amount as is reasonable and unless the Client objects to such increased rates within seven days of notification in writing all services shall thereafter be provided at the increased rates notified. If the Client objects to the increased rates, the Client shall remain liable for the existing contractual rate payable in accordance with the Agreement plus such additional rate as shall be reasonable.
  5. Variation and Amendments
    • If the Client wishes to vary any details of the services in the Agreement, it must notify the Provider in writing as soon as is reasonably possible. The Provider shall use all reasonable endeavours to make any required changes and any additional costs thereby incurred may be separately invoiced to the Client.
    • If, due to circumstances beyond the Provider’s control, it has to make any change in the arrangements relating to the provision of the Services it shall notify the Client forthwith. The Provider shall endeavour to keep such changes to a minimum and shall seek to offer the Client arrangements as close to the original arrangements as is reasonably possible in the circumstances.
  6. Termination
    • The Provider may terminate the Agreement forthwith if:
      • the Client is in breach of any of its obligations under these terms or the Agreement;
      • the Client has entered into liquidation whether compulsory or voluntarily or compounds with its creditors generally or has an administrator, administrative receiver or receiver appointed over all or a substantial part of its undertaking or assets;
      • the Client makes any voluntary arrangement with its creditors or, being a company, becomes subject to an administration order (within the meaning of the Insolvency Act 1986);
      • the Client being an individual or firm, has a bankruptcy order made against it or, being a company, goes into liquidation (except for the purposes of bona fide amalgamation or re-construction and in such a manner that the company resulting therefrom effectively agrees to be bound by or assume the obligations imposed on that other Party under this Agreement);
      • the Client ceases or threatens to cease to carry on business; or
      • any circumstances whatsoever beyond the reasonable control of the Provider necessitate and justify the Termination of the Services.
    • In the event of Termination under clause 8.1 the Provider shall:
      • retain any sums already paid to by the Client without prejudice to any other rights may have whether at law or otherwise;
      • return to the provider or promises to destroy any documents or information supplied by the Provider to the Client immediately on termination
    • The Client may terminate the Agreement by providing the Provider with 30 days’ notice in writing.
  7. Liability
    • The Client shall indemnify the Provider against all damages, costs, claims and expenses suffered by the Provider arising from loss or damage to any equipment (including that of third parties) caused by the Client, or its agents or employees.
    • Where the Client consists of two or more persons such expression throughout shall mean and include such two or more persons and each or any of them. All obligations on the part of such a Client shall be joint and several obligations of such persons.
    • The Provider shall not be liable to the Client or be deemed to be in breach of these Terms and Conditions by reason of any delay in performing, or any failure to perform, any of the Provider’s obligations if the delay or failure was due to any cause beyond the Provider’s reasonable control.
    • The Provider shall not be liable whether in contract, tort (including negligence), breach of statutory duty or otherwise for any loss suffered by the Client in the form of lost revenue or profit or failure to achieve any benefit expected to be derived from the Agreement, loss of use of any asset, loss of data recorded on any computer or other equipment, loss which is not the direct and immediate consequence of the breach, business interruption or management time, or any other loss which is otherwise indirect, commercial, economic, special or consequential.
    • The Client acknowledges and accepts that the Provider shall not be liable for:
      • Any failure by the Provider to restore any back-up systems;
      • Any virus or other malware suffered by the Client.
    • The Client acknowledges and accepts that the Provider cannot guarantee 100% monitoring of its servers.
    • The total liability of the Provider – whether in contract, tort (including negligence), breach of statutory duty or otherwise – for any and all breaches and/or non-performance of its obligations or liability under this Agreement shall be limited to £500,000 or the total Fees payable by the Client, whichever is the lesser sum.
    • Where the Provider enters into an agreement with a third party to supply services to the Client or where the Client engages a third party to provide services to the Client such third parties warrant that they have all necessary professional indemnity insurance cover with respect to the work undertaken by such third parties. Such third parties shall provide proof of their professional indemnity insurance when so asked to by the Provider and/or Client.
    • Nothing in these Terms and Conditions or the Agreement shall limit or exclude the Provider’s liability for death or personal injury or any other liability which cannot be excluded by law.
  8. Confidentiality
    • Each Party undertakes that, except as provided by sub-Clause 7.2 or as authorised in writing by the other Party, it shall, at all times during the continuance of this Agreement and after its termination:
      • keep confidential all Confidential Information;
      • not disclose any Confidential Information to any other party;
      • not use any Confidential Information for any purpose other than as contemplated by and subject to the terms of this Agreement;
      • not make any copies of, record in any way or part with possession of any Confidential Information; and
      • ensure that none of its directors, officers, employees, agents, sub-contractors or advisers does any act which, if done by that Party, would be a breach of the provisions of sub-Clauses 7.1.1 to 7.1.4 above.
    • Either Party may:
      • disclose any Confidential Information to:
        • any sub-contractor or supplier of that Party;
        • any governmental or other authority or regulatory body; or
        • any employee or officer of that Party or of any of the aforementioned persons, parties or bodies;
        • to such extent only as is necessary for the purposes contemplated by this Agreement (including, but not limited to, the provision of the Services), or as required by law. In each case that Party shall first inform the person, party or body in question that the Confidential Information is confidential and (except where the disclosure is to any such body under sub-Clause 7.2.1.2 or any employee or officer of any such body) obtaining and submitting to the other Party a written confidentiality undertaking from the party in question. Such undertaking should be as nearly as practicable in the terms of this Clause 7, to keep the Confidential Information confidential and to use it only for the purposes for which the disclosure is made; and
      • use any Confidential Information for any purpose, or disclose it to any other person, to the extent only that it is at the date of this Agreement, or at any time after that date becomes, public knowledge through no fault of that Party. In making such use or disclosure, that Party must not disclose any part of the Confidential Information which is not public knowledge.
    • The provisions of this Clause 7 shall continue in force in accordance with their terms, notwithstanding the termination of this Agreement for any reason.
  9. Intellectual Property
    • All intellectual property rights including copyright which are capable of existing in any form or format or any other materials created or provided pursuant to the Agreement by the Provider shall be and remain the Provider’s property.
    • The Client undertakes to keep all materials, documents and information provided to it by the Provider confidential, and not to distribute any product of the services provided under the Agreement to any third party without the Provider’s prior written consent.
    • Any materials produced to supplied to the Client by the Provider in which intellectual property rights are capable of subsisting shall be licensed to the Client for internal use only in connection with the purposes of the terms of reference and such license shall forthwith terminate if notice is given by the Provider terminating this contract pursuant to clause 8.
    • The Client and the Provider undertake with each other not during the course of the Agreement to infringe the intellectual property rights of any third party.
  10. Data Collection and Data Processing
    • The Service Provider will only use the Client’s personal information as set out in the data protection legislation and detailed in the Service Provider’s Privacy Policy available from https://cloudsupportguys.com/privacy-policy-2/
    • In this Clause 12, “personal data”, “data subject”, “data controller”, “data processor”, and “personal data breach” shall have the meaning defined in the Data Protection Legislation.
    • The Parties hereby agree that they shall both comply with all applicable data protection requirements set out in the Data Protection Legislation. This Clause 12 shall not relieve either Party of any obligations set out in the Data Protection Legislation and does not remove or replace any of those obligations.
    • For the purposes of the Data Protection Legislation and for this Clause 12, the Service Provider is the “Data Processor” and the Client is the “Data Controller”.
    • The type of personal data gathered from the Client through direct contact with them as part of a service support interaction includes organisational data, contact data, support ticketing data to track and analyse support issues and fixes, and will be retained for the duration of the active account with 2 years retention during any dormancy period and may be used for direct marketing, research and sales communications, data analysis purposes, service support communication, personnel and organisational information gathered directly from the organisation; client financial information including banking and card details about the organisation used for payments will not be stored by CSG but may be retained by the card processing company handling CSG transactions to facilitate future purchases.
    • The Data Controller shall ensure that it has in place all necessary consents and notices required to enable the lawful transfer of personal data to the Data Processor for the purposes described in this Agreement.
    • This Clause may be altered from time to time to reflect current legislation or the relationship with the Client
  11. Sub-Contracting and Assignment
    • The Provider may sub-contract to third parties all or any part of the work to be performed hereunder.
    • The Client shall not assign to a third party any or all of its rights or obligations under these Terms and Conditions without the prior written consent of the Provider.
  12. Force Majeure
    • Neither Party to these Terms and Conditions shall be liable for any failure or delay in performing their obligations where such failure or delay results from any cause that is beyond the reasonable control of that Party. Such causes include, but are not limited to: power failure, Internet Service Provider failure, industrial action, civil unrest, fire, flood, storms, earthquakes, acts of terrorism, acts of war, governmental action or any other event that is beyond the control of the Party in question.
  13. Waiver
    • No waiver by the Provider of any breach of these Terms and Conditions and/or the Agreement by the Client shall be considered as a waiver of any subsequent breach of the same or any other provision. A waiver of any term, provision or condition of these Terms and Conditions and/or clause(s) of the Agreement shall be effective only if given in writing and signed by the waiving party and then only in the instance and for the purpose for which any waiver is given.
    • No failure or delay on the part of any Party in exercising any right, power or privilege under these Terms and Conditions shall operate as a waiver of, nor shall any single or partial exercise of any such right, power or privilege preclude any other or further exercise of or the exercise of any other right, power or privilege.
  14. Severance
    • If any provision of these Terms and Conditions and/or clause(s) of the Agreement is held by any competent authority to be invalid or unenforceable in whole or in part the validity of the other provisions of these Terms and Conditions and/or the Agreement and the remainder of the provision and/or clause in question shall not be affected thereby.
  15. Notices
    • All notices under these Terms and Conditions shall be in writing and be deemed duly given if signed by, or on behalf of, a duly authorized officer of the Party giving the notice.
    • Notices shall be deemed to have been duly given:
      • when delivered, if delivered by courier or other messenger (including registered mail) during normal business hours of the recipient at M4siz Limited, Hallmark House, Billericay, CM11 1PU; or
      • when sent, if transmitted by fax or e-mail and a successful transmission report or return receipt is generated; or
      • on the fifth business day following mailing, if mailed by national ordinary mail, postage prepaid; or
      • on the tenth business day following mailing, if mailed by airmail, postage prepaid.
        in each case addressed to the most recent address, e-mail address, or facsimile number notified to the other Party.
    • Service of any document for the purposes of any legal proceedings concerning or arising out of these Terms and Conditions shall be effected by either Party by causing such document to be delivered to the other Party at its registered or principal office, or to such other address as may be notified to one Party by the other Party in writing from time to time.
  16. Non-Solicitation
    • The Client shall not for the term of the Agreement and for a period of 12 months after its termination or expiry, employ or contract the services of any person who is or was employed or otherwise engaged by the Provider at any time in relation to the Agreement without the express written consent of the Provider.
    • The Client shall not for the term of the Agreement and for a period of 12 months after its termination or expiry, solicit or entice away from the Provider any Client where any such solicitation or enticement would cause damage to the business of the Provider without the express written consent of the Provider.
  17. Third Party Rights
    • No part of these Terms and Conditions is intended to confer rights on any third parties and accordingly the Contracts (Rights of Third Parties) Act 1999 shall not apply to these Terms and Conditions and/or the Agreement.
  18. Law and Jurisdiction
    • These Terms and Conditions shall be governed by the laws of England and Wales.
    • Any dispute between the Parties relating to these Terms and Conditions shall fall within the exclusive jurisdiction of the courts of England and Wales.
  19. Recruitment of the Company’s Staff
    • The Client undertakes that it (including for this purpose any subsidiary or associated organisation) or any person connected with it will not directly or indirectly recruit as an employee or engage as an independent contractor any person employed or so engaged by the Provider in connection with the services provided hereunder for a period of 12 months after such person last provided services to the Client.
    • If the Client is in breach of condition 19.1, the Client, recognising that the Provider will suffer substantial damage, will pay to the Provider by way of damages (and not as a penalty) a sum equal to the annual salary for the immediately preceding 12 months of the person concerned or such sum on a pro rata basis where the person concerned was employed by the Provider or was performing services for the Provider for less that the preceding 12 months.

Schedule 1

1.1 Specific Terms and conditions relating to the delivery of the Remote Access and telephone Support Services under this agreement

The Customer may report faults by telephone or by raising a support ticket as directed by Us and Faults reported will be logged. Unless expressly agreed between parties and the relevant included for the service product purchased by the Clients and confirmed in their IT Support Contract, these levels of “response” means to commence troubleshooting faults reported by telephone from the time this initial call was logged with Us and acknowledged commencement of fault diagnosis. Fault diagnosis and resolution may be by remote access, telephone assistance or technicians dispatched to site at Our discretion.

To be clear not all levels of response are not automatically included in the basic services offered to the Client, although the support team will make endeavours to resolve the issues as quickly as possible. Any resolution time provided by CSG are indicative time frames and not a guaranteed timeline and are intended as general guidance only for the Client.

Response times are outlined are set out below:

Issue Level Acknowledgement Initial Response Target Resolution
Standard Within 2 hours Within 1 days Issue dependent
Medium Priority Within 1 hour 4 hours 5 days
Critical Within 30 minutes 1 hours 4 hours

Issue Response Times We will discuss any reported issue with you to assess its criticality. We define the following levels:

Standard Issues (Low Priority) – an event that does not interfere with a core service such as a request for a repeat invoice or minor service configuration changes.

Medium Priority Issues (Medium Priority) – where your use of the service is seriously affected. This could be a single or small number of users unable to utilise a key feature.

Critical Issues (High Priority) – typically a major service outage where all users are affected – you must make us aware of any such critical situation by telephone and follow up with an email to support@curveballsolutions.com to avoid delays.

Additional Users or Equipment may be added to this Agreement as the Customer may request from time to time provided that such additional Users or Equipment is accepted in writing by Us for inclusion within this Agreement.

For the avoidance of doubt the inclusion of additional Users or Equipment within this Agreement shall be deemed to be a variation of this Agreement and shall not be deemed to be the creation of a new agreement.

The Charges for any additional Users and Equipment shall be collected pro rata from the date of addition up to the date that the next instalment is due. Thereafter the additional Charges shall be consolidated with the main instalment payment.

Equipment may be removed from this Agreement by the Customer providing 60 days prior written notice assuring always that such removal of Users or Equipment and charges revision under this Agreement following removal of Equipment will not fall below 75% of the Charges at the Commencement Date of the Service without Our consent. The Charges for the removal of additional Users and Equipment shall be collected pro rata from the date of removal to the date that the next instalment is due. Thereafter the revised Charges shall be consolidated with the main instalment payment.

We reserve the right to charge at normal time and material rates where the Customer requests Us to upgrade Equipment from its original specification or where faults in equipment were present prior to the commencement of this contract. A separate quotation will be supplied to deal with these issues, unless otherwise agreed.

A description of the service to be provided under this Agreement is contained within the customer contract and highlighted below (prices below are indicated from January 2024  and are subject to change from time to time without notice):

Level of Coverage Service level 1 Service level 2 Service Leve 3 Enterprise Enterprise unlimited
Support Offered 1st line support 1st & 2nd Level support 1s, 2nd & 3rd Level support Full 27/7 all level support Dedicated Technical Support
Live Chat fault finding 2 Remote meetings per year 4 Remote meeting sessions per year On site call out to follow up on- premises issues Add on options to tailor support service to your business needs
0900 hrs – 1800 hrs MS Office Support Video Chat
Support portal login Priority Support
Level 1
Level 2
Level 3
Enterprise
Enterprise Unlimited
From/user/month £5.25 £11.25 £18.75 POA POA
NO Contract Option/user/10mins £2.28 £3.28 £4.53 N/a N/a

Where Clients opt for a No Contract Support Service this will be provided on the basis of 10-minute time periods and there will need to be 30-minute worth of support credit available to Us before an our technical staff can investigate the issue.

Where on-site visits are part of your Service plan there may be restrictions applied to the travel times within 2 hrs of a support service hub or additional standard charges may be applicable to cover travel , travel and accommodation costs.  Standard charge available on request at time of purchase.

Client access to IT Support services can be made via Service Ticket created on your account portal: Live Support – Cloud Support Guys; via our telephone support line : tel:+443005610030; or through our support desk email: help@cloudsupportguys.com

Should Clients make high volume use of the IT support services Cloud Support Guys reserve the right to discuss usage rates and suggest alternative support plans that may be more appropriate for the Client IT Support needs.

1.2 Specific Terms and conditions relating to the delivery of the Support Services under this agreement

We agree to provide the Customer with assistance to Operating and Application software, Server, Workstation and Network Hardware queries in accordance with the Clients IT Support Contract with Us by telephone.  We will also provide Advice and the management of Licences and Warranties where these products or services are procured from Us.

We agree to provide the Customer with support on 3rd party hardware and software drivers for such hardware for equipment items with prior written agreements from both parties.

We would recommend that this service forms part of a current and valid contingency plan and that scheduled tests of the plan are performed on a regular basis and that the Customer agrees to ensure that We are in possession of the latest information and configuration of the equipment to be recovered.

Where configurations have changed and these have not been notified to Us or where testing has not been carried out, We will use all reasonable endeavours to fulfil Our obligations under this Agreement but will not be bound by the time constraints herein.

Testing and validating any Client contingency plans must be scheduled with Us and may be charged at an additional rate based on our normal rates.

We may offer to Loan equipment or recovery units to the Client and provided by Us any and all equipment provided shall always remain Our property.

Should We reasonably consider that an item is beyond economic repair then We will advise the Client and remove the item from the Schedules whilst offering a refund of the pro rata proportion of the Charges for that item or else replace the item at a price agreed with the Customer verbally and confirmed in writing. We reserve the right to charge at normal time and material rates where the Customer requests Us to upgrade Equipment from its original specification or where faults in equipment are not evidenced at the time of the visit by the service engineer.

Depending on the level of IT support service contracted with the Customer they will be asked to install and maintain any communication links that we deem to be required for the function of a main and an alternate backup route for remote access to server systems only during the term or this agreement. We will monitor daily backup logs for faults and may provide recommendations due to information found in these logs. We will not be liable for time and associated cost or loss incurred whatsoever due to any systems in direct consequence of a failure to act on these recommendations. We will provide such recommendations in writing which will be held on record by Us.

We will restore server data and systems where data for such systems is current and available. We will not be liable for time and associated costs incurred for disaster recovery where the data is incomplete, out of date, or unavailable due to failure to follow routines specified by Us in this Schedule. We will not be liable for costs incurred due to loss in continuity of business services where restored data is incomplete, out of date or unavailable.

1.3 Refund Policy

Our site https://cloudsupportguys.com/  is a business to business or B2B site and if you are a private consumer you should refer to terms of sale to consumers.

We want you to be happy with your purchase from us. However, if you are not satisfied with the goods or services you have received, you may be eligible for a refund under certain conditions.

Conditions for requesting a refund

Processing and issuing refunds

Exceptions and exclusions to our refund policy

Contact us about these Terms and Conditions of Service

If you have any questions or concerns about our refund policy, please contact us at https://cloudsupportguys.com/online-tech-support/contact-us/ using the subject area “Customer Services” or by phone at +44(0) 2082421788. We will be happy to assist you.

Cloudsupportguys.com is a trading name of M4siz limited, registered in England number 06245416, 55 Crown Street, Brentwood, Essex, England, CM14 4BD

1.4         Returns Policy for IT Services

Our site https://cloudsupportguys.com/  is a business to business or B2B site and if you are a private consumer you should refer to terms of sale to consumers. In accordance with the Support Service terms and conditions of which this Policy forms part.

We want you to be happy with your purchase from us. However, if you are not satisfied with the services you have received, you may terminate the agreement. Please refer to the Refund Policy. Returns of IT support services as consumable services cannot be easily undertaken and these conditions apply.

  1. Customer Conditions

Where the Company as Provider offers IT services under contractual arrangements agreed by the client as identified in the Service Support Terms and Conditions the Customer:

  1. Conflicts between this policy and Support Service terms and conditions
    • In any conflict of interpretation or terms, the terms and conditions of the company shall be the superior and taken as the authoritative position of the Company acting as Provider and does not accept returns of support services under any circumstances.
  2. Contact us

Cloudsupportguys.com is a trading name of M4siz limited, registered in England number 06245416, 55 Crown Street, Brentwood, Essex, England, CM14 4BD