18. IT Support

18.1 Service Description

IT support services include the provision of technical assistance, troubleshooting, maintenance, and problem resolution for computer systems, software, and hardware. The scope of these services depends on the package agreed upon between you and CreateTheWeb.

18.2 Response Times

We will endeavour to respond to support requests within the agreed-upon timeframes outlined in your support package. However, response times may vary depending on the complexity of the issue and the availability of our support team.

18.3 Remote Assistance

Our IT support services may be provided remotely, via phone, email, or other communication methods, or through remote access to your systems. By engaging our IT support services, you grant us permission to access your systems for the purpose of providing support.

18.4 On-Site Assistance

If on-site assistance is required and included in your support package, we will arrange for a technician to visit your premises to resolve the issue. Additional charges may apply for travel and expenses incurred during on-site visits.

18.5 Data Security and Confidentiality

We are committed to maintaining the security and confidentiality of your data. Our team will follow industry best practices and adhere to any applicable data protection laws and regulations.

18.6 Third-Party Software and Hardware Support

We may provide support for third-party software and hardware. However, we cannot guarantee the resolution of issues arising from the use of third-party products. Support for these products may be limited by the policies and terms of the third-party providers.

18.7 Limitation of Liability

We cannot be held responsible for any data loss, system failures, or downtime that may occur during the provision of our IT support services. It is your responsibility to ensure that adequate backups and security measures are in place.

18.8 Unresolved Issues Billing

If an issue remains unresolved despite our best efforts, we will still bill you for the time spent attempting to resolve the problem in accordance with your support package terms.

18.9 Recurring Problem Billing

If a recurring problem requires additional attention after you have already been billed for the initial resolution, we reserve the right to bill you for the extra time spent addressing the issue.