18. IT Support

18.1 Service Description – Our IT support services cover technical assistance, fault diagnosis, maintenance, and problem-solving for supported computer systems, hardware, and software. The exact scope of service shall be defined in the specific agreement or package between you and CreateTheWeb Limited.

18.2 Response Times – We will make reasonable efforts to respond to support requests within the timeframes agreed upon in your selected support package. These timeframes are indicative only and may be subject to change depending on the nature and severity of the issue, or the availability of support staff.

18.3 Remote Assistance – Support may be delivered remotely via phone, email, messaging platforms, or through direct access to your systems. By requesting our IT support services, you expressly consent to CreateTheWeb accessing your systems as required to provide assistance.

18.4 On-Site Assistance – Where on-site support is included in your package or has been separately agreed, we will arrange a technician visit as necessary. Travel expenses, time on site, and other associated costs may be chargeable, depending on your support agreement.

18.5 Data Security and Confidentiality – We handle all client data and system access with care and in accordance with relevant data protection laws, including the Data Protection Act 2018 and UK GDPR. We will take reasonable steps to safeguard your data while performing support services.

18.6 Third-Party Software and Hardware Support – Where you request support for third-party products or systems, you acknowledge that we may be limited by the availability, documentation, or terms of those providers. We cannot guarantee full resolution of issues linked to third-party platforms, and support may be restricted accordingly.

18.7 Limitation of Liability – We are not liable for any losses, data corruption, downtime, or hardware/software damage that may occur during the delivery of IT support services. You are solely responsible for ensuring that reliable backups, antivirus protection, and fail-safes are in place before support work begins.

18.8 Unresolved Issues Billing – Where we have expended time and effort attempting to resolve a support issue, you agree to be billed for the time spent, even if the issue remains unresolved. This reflects the time-based nature of support services rather than an outcome-based guarantee.

18.9 Recurring Problem Billing – If an issue recurs after a previous resolution, you may be billed for the additional time spent addressing it. This applies even where the recurrence is similar in nature, unless covered under a service level agreement that explicitly states otherwise.

18.10 Ad Hoc Support Response Times – If you are not under an ongoing support agreement and receive IT support on an ad hoc basis, you acknowledge that no fixed response time applies. While we will always aim to assist you as soon as possible, response and resolution times are subject to our team’s availability and workload at the time of your request.

18.11 Ad Hoc Support Minimum Billing – Clients receiving IT support on an ad hoc basis are subject to a minimum billing of one hour per calendar month if any support is used during that month. Time is recorded and billed in 30-minute increments, however, if the total time used in a given month is less than one hour, the full one-hour minimum will still be charged.

18.12 Password Reset Charges – Any password reset requests, whether related to email, hosting, website access, or third-party services managed by CreateTheWeb, will incur a fixed fee. This charge reflects the time and resources required from our team to process such requests. The amount will be minimal and will be communicated to you in advance.