20.3. IT Support

20.3.1 Scope of Services

a. Clients may access a broad range of IT support including diagnostics, maintenance, and general support

b. “Unlimited” support remains subject to fair and reasonable use principles

20.3.2 Nature of Support

a. Support may be provided via phone, remote access, or on-site (if agreed)

b. Each support request is reviewed and responded to individually

20.3.3 Service Limitations under Fair Use

a. Unlimited IT support does not mean unlimited resources. Excessive or unreasonable use will be identified at our discretion

b. We may impose limits or apply additional charges where appropriate

c. A cap on support requests may be applied to ensure fairness across all clients

20.3.4 Client Responsibilities

a. Clients must provide accurate and complete information when seeking support

b. Following our instructions fully is essential to effective support delivery