20.3. IT Support

20.3.1 Scope of Services

a. Clients are entitled to an array of IT support services including troubleshooting, maintenance, and system optimisation.

b. "Unlimited" is subject to the fair and reasonable use principles ensuring all clients have access to needed support within ethical and practical boundaries.

20.3.2 Nature of Support

a. Services cover diverse IT systems’ issues, provided through phone, remote, and, if necessary, on-site support.

b. Each request is addressed individually, focusing on prompt and efficient problem resolution.

20.3.3 Service Limitations under Fair Use

a. The Company’s unlimited IT support is not absolute; it is curtailed by resource availability and is designed to prevent abuse or excessive use by a minority of clients, ensuring fair access to all.

b. Excessive or unreasonable requests, as solely determined by the Company, may result in service limitations, delays, or additional charges.

c. The Company may, at its discretion, define a cap on the number or nature of support requests permissible within a specific period to ensure fairness and quality of service for all clients.

20.3.4 Client Responsibilities

a. Clients must provide precise and comprehensive information about issues for effective service provision.

b. Collaboration in adhering to given instructions and guidelines is crucial for the optimal performance of the provided IT support.