These Conditions apply to
the Support and Services we
provide our customers, and
by ordering the Services you
agree to be bound by the terms
and conditions set out below.
Before you order any Support,
Service or Hardware, if you
have any questions relating
to these Conditions please
contact us on 0844 87 97 345
(calls to this number cot
£0.05 from a BT landline.
Call costs from mobiles and
other networks may vary. All
calls to our customer services
representatives may be recorded
for quality monitoring and
training purposes). Alternatively,
you can contact us via our
Contact Us page.
"Conditions" means
these terms and conditions;
"One-off Services"
means Services which you order
on a one-off basis; "Personal
Information" means the
personal details provided
by you to us; "Support
or Services" means the
Technical Support Services
or Product Services you order
under the terms of these Conditions;
"Subscription Services
and Support Contracts"
refers to Services to which
you subscribe on an annual
or on-going basis; "Us/our/we"
means Support So Simple, a
trading name of Home Counties
IT Ltd, registered in England
and Wales No. 5652965, our
Staff, IT Technicians or Contracted
Support Partners; "Website"
means the website located
at www.supportsosimple.com
or www.homecountiesit.co.uk
or any subsequent URL which
may replace it; and "You/Your"
means an authorised user of
the Services. "Tickets"
means the recorded details
of any open or closed support
request.
You undertake: To pay the
amounts due for any support
or service in a timely manner.
To notify us of any changes
to your personal information
that may relate to any contract
or service we are providing.
That the information you provide
is true, accurate and complete
in all respects. Not to impersonate
any other person or entity,
or to use a false name.
We reserve the right to modify
the price or content, or withdraw,
temporarily or permanently
some or all of our Support
Services or Support Contracts.
We will NOT increase any subscription
based Support Contract by
more than 15% in any 12 month
period, unless the level of
service changes. We may not
advise customers of any changes
to subscription and support
contract rates other than
in the instance the level
of service changes. We also
reserve the right to amend,
add, remove or change the
terms and conditions of any
existing, previous and new
service or support contract.
All prices quoted exclude
VAT at current rates, unless
otherwise stated. We require
cleared funds for all Support
Contracts, Support Services
and Hardware, prior to being
provided. Any hardware provided
remains the property of Support
So Simple until all agreed
prices have been paid. We
reserve the right to amend
or withdraw any quoted price
for any service, support or
hardware.
You may cancel any Support
Contracts within 7 days from
when the account was first
activated on the condition
that no support, services
or hardware has been provided
within that period. If any
support, service or hardware
has been provided you may
not cancel the contract unless
alternative payment is made
to cover any provided support,
services or hardware. Without
prejudice to our rights or
to any other rights we have
under the terms of these Conditions,
we reserve the right to terminate
the provision of the Services
to you at any time
We may need to collect certain
Personal Information to provide
you with Support and Services.
This Personal Information
will form part of a record
of your dealings with us.
When you contact us, we may
ask for certain Personal Information
to be able to check your identity
and may make a note of this
contact if it is relevant.
We will keep Personal Information
given to us by you or others
during your relationship with
us and other companies in
associated with Home Counties
IT Ltd. This includes details
you give us on order forms
or during communications with
you, and you agree that we
may use and update this information.
to provide you with other
services, to recover debts,
to prevent and detect fraud,
to update our records, to
prevent money laundering and
to check your identity. We
may use your Personal Information
for research and statistical
analysis to develop and improve
our products and services.
When assessing an application,
we may use automated decision-making
systems.
Your Personal Information
is confidential and, although
we may freely disclose it
to other companies associated
with Home Counties IT Ltd,
we will only disclose it outside
these companies when you give
us your consent, it is needed
by certain reputable third
parties involved in running
accounts and/or providing
services for us (e.g. credit
reference agencies), it is
needed in order to obtain
professional advice, it is
needed to investigate or prevent
crime (e.g. to fraud prevention
agencies), the law permits
or requires it, or any regulatory
or governmental body requires
it, even without your consent
or 6.5.6 there is a duty to
the public to reveal the Personal
Information.
We may administer your account
and provide services from
countries outside Europe that
may not have the same data
protection laws as the UK.
However, we will have contracts
or other legal mechanisms
in place to ensure your Personal
Information is adequately
protected, and we remain bound
by our obligations under the
Data Protection Act 1998 even
when your Personal Information
is processed outside the European
Economic Area (EEA). We may
monitor, record, store and
use any telephone, email or
other electronic communications
with you for training purposes,
to check any instructions
given to us and to improve
the quality of our customer
service. Where we process
sensitive personal data about
you, we will employ appropriate
security measures.
Our Support Services and
other Services are provided
on a commercially reasonable
basis and although Support
So Simple, its Technicians
and Support Partners will
provide the Support and Services
with reasonable skill and
care, we make no warranty
that the Services will meet
your exact requirements or
that all the features of the
Services will always be available.
We shall not be liable where
we are unable (using reasonable
effort) to provide the Services
as a result of any event outside
our reasonable control. Our
liability shall not in any
event include losses related
to any business of a customer
such as lost data, lost profits
or business interruption.
We will not be liable for
any loss or damage caused
by us in circumstances where
there is no breach of a legal
duty of care owed to you by
us and/or such loss or damage
is not reasonably foreseeable.
We will not be liable for
any loss or damage caused
wholly or mainly by your breach
of these Conditions.
Nothing in these Conditions
shall exclude or limit our
liability for death or personal
injury resulting from our
acts or omissions or those
of our servants, agents or
employees or limit your rights
as a consumer under applicable
UK law. Each provision of
this clause operates separately.
If any part is disallowed,
or is not effective, the other
parts will continue to apply
and they continue to apply
even after these Conditions
have been terminated or cancelled.
If either of us cannot do
what we have promised because
of something beyond our reasonable
control such as lightning,
flood, exceptionally severe
weather, fire, explosion,
war, civil disorder, industrial
disputes, acts or omissions
of persons for whom we are
not responsible, or acts of
local or central government
or other competent authorities,
such party will not be liable
for this.
Support Contracts, Pay-As-You-Go
Support Services and Fixed
Price Support Services are
currently only available to
UK residents over the age
of 18 years. All Support Contracts
are for a minimum of 12 calendar
months from the date the accounts
were activated. You must have
valid software licenses for
all the software you request
support or assistance with,
and all the hardware should
be legally purchased or obtained.
We will provide the Technical
Support Services to the best
of our abilities. We may not
be able to advise on all issues
or to repair or solve all
problems that you ask us to
but, to the extent that we
cannot advise on an issue
or solve a problem we will
ensure appropriate advise
is provided to obtain further
support from associated manufacturers
or developers as applicable.
In these instances, we are
unable to provide any part
or full refund for our services
as all support, to the extent
of providing a solution (in
part) is valid and chargeable
as per the conditions of our
service agreement(s).
All technical support enquiries
or general enquiries require
a support ticket to be raised
(for each incident), and any
respective payments be made
before being actioned. Support
tickets can be raised by customers
using our online Web Help
Desk, by calling one of our
operators who will raise the
ticket on the customers bahelf,
or by communicating with a
member of staff or Technician
through e-mail, who will then
raise a support ticket on
the customers behalf. We (Support
So Simple) aim to respond
to or acknowledge all new
support tickets raised within
1 working hour, with the respective
IT Technician (or appropriate
member of staff) responding
within 4 working hours, although
during unexpected busy periods
or delays outside of our control
customers may experience further
delays. If a Support Ticket
has not been acknowledged
or updated within 24 hours
of being placed, customers
should contact Support So
Simple or a member of staff
directly by either phone or
e-mail, to check the status
of the support ticket. We
are unable to offer any compensation
or refunds (in part or full)
for extended delays, other
than extreme circumstances
when it can be proven that
a support ticket was knowingly
ignored or delayed beyond
a reasonable time frame as
dictated by Support So Simple.
Home Office customers are
eligable for our Home and
Home Office Support Contracts
on the condition they work
from their home address in
a 'home office' environment
as approved by a Support So
Simple member of staff. We
are unable to provide support
for or accept responsibility
for any work or business based
applications, including but
not limited to Sage, Quickbooks,
Business Banking, VPN, Microsoft
Exchange or any other applications,
operating systems or hardware
associated with a business
system or environment, as
dictated by a Support So Simple
staff member. The offer of
Free Support is limited to
Home Users only, and may be
withdrawn without notice at
any point. The Free Trial
of our Remote Business Contracts
is limited to Business contracts
only and subject to the same
conditions as our standard
contracts. This offer is available
to new customers only, and
may be withdrawn without notice
at any point.
We endeavour to respond to
all onsite support requests
within 72 hours (whether Pay-As-You-Go
or as part of an onsite contract),
prioritising more urgent support
as necessary (as dictated
by Support So Simple staff).
This allows for a speedy response
for genuine computing emergencies
ensuring all customer receive
the best level of support
possible. If a customer requires
an immediate 'same day' response
to what is dictated as a non-urgent
response by Support So Simple
staff, a £30 premium
is applicable - this premium
is in part to deter those
customers who might abuse
our support services at the
expense of other customers,
but also to cover additional
administrative and logistical
costs that are incurred with
such a response.
We will not be responsible
to you for any third party
products, application and/or
operating systems, their compatibility,
reliability or respective
warranty agreements. All hardware
and software provided by us
is subject to the manufacturers
or respective licensed importers
conditions of sale, with any
warranty claims being handled
directly through them. In
some instances where a product
was supplied DOA or has failed
within 30 days we may be able
to replace the item under
warranty, but it will depend
on the conditions of the manufacturers
own warranty procedure - many
manufacturers require warranty
claims to be handled by the
end user and not the reseller.
When you purchase any of
our Support Services, we will
use reasonable skill and care
when attempting to diagnose
and repair and software or
hardware fault. If a problem
we have fixed occurs again
within 30 days as a direct
result of the same cause(s)
we identified when we fixed
it the first time, or as a
direct result of the work
carried out by us, provided
you have fully complied with
these conditions we will attempt
to fix the problem again at
no extra charge (excluding
any onsite support or additional
charges as a result of the
repair). If subsequent repairs
are required that could have
likely appeared at the time
of the original repair, additional
support charges may apply
(assuming those same charges
would have applied if the
problem had returned, escalated
or manifested at the time
of the original repair. Additionally,
we may be unable to honour
any warranty period for any
reoccurring faults that develop
as a result of software updates,
firmware updates, modifications
made to the hardware or software
by either the end user, the
manufacturer, 3rd parties
(both in person and software)
or effective hardware or software.
All support Contracts are
subject to assessment of the
covered hardware with business
customers subject to an onsite
survey of all hardware covered
by any contract. ALL hardware
within an business organisation
or IT network being covered
by a business contract must
be covered by one of our Support
Contracts, with the exclusion
of some devices. Any onsite
survey found to contradict
the requested level of support
may result in the contract
being terminated and a one-off
£80 fee being applied
to cover the survey and any
following.
Our standard opening hours
are 8am to 8pm Monday to Friday
and 9am to 5pm on weekends
and Bank Holidays, although
we may be able to provide
additional support outside
of these hours if approved
in advance. We may respond
to e-mail enquiries at any
point of the day or night
but do not guarantee a response
out of standard working hours.
In the event a member of staff
is unable to respond to a
phone call, you may leave
a voicemail. We will endeavour
to respond to all voicemails,
e-mails and raised support
tickets as soon as possible,
with all technical enquiries
being responded to by an IT
Technician typically within
4 working hours (if not sooner).
Given the nature of the services
we do not guarantee a minimum
repair time for any reported
fault, problem or general
enquiry but will continue
to review any open 'tickets'
ensuring a resolution as soon
as possible. In the event
we have to wait on a 3rd party
for either additional information,
support, software or hardware
we will continue to update
you as best as possible.
Exclusions to our Unlimited
Support Contracts include
Training sessions (planned,
groups or anything that requires
more than 10 minutes dedicated
instruction in total), new
hardware or software installations
(if a new server, workstation,
software rollout or IT system
is required a pre-approved
quote will be required before
any work carried out) and
repeat faults as a direct
result of end users and customers
ignoring recommendations provided
by us, manufacturers or 3rd
parties, general misuse of
hardware or software, and
unlicensed or illegally obtained
hardware or software.
With all our Support Contracts,
we have a Fair Use Policy
when any Unlimited Onsite
Support feature is added.
Although we are able to provide
unlimited onsite support for
any single instance, there
is a limit of 3 separate onsite
support visits per device,
per calendar month. As an
example, if we return to repair
the same computer for an ongoing
problem or a particular repair
is expected to take a long
time the onsite support is
limitless (subject to all
other conditions), but should
a single device suffer varying
non-related problems the onsite
support is limited to three
single instances. This is
to prevent customers abusing
our services, requesting onsite
support for issues that are
either non-urgent (so could
be dealt with as a group of
repairs) or could be dealt
with remotely given the end
users support. Unlimited Onsite
Server Support is only available
when the server is covered
for unlimited offsite support.
In all other instances, onsite
support is limited to 1 hour
per instance for server repairs.
Our IT Technicians are experienced
in removing and dealing with
Virus', Malware and Spyware
but given their very nature
(and the varying causes of
infection), we are unable
to provide any extended warranty
for onsite or offsite support.
Our Technicians will typically
perform all the necessary
tests to diagnose and remove
any infections as best as
possible, causing as little
disruption to you, your computer
and your applications as possible
but given the repair options
vary from "do nothing"
to "Wipe the computer",
the varying repairs can have
equally varying results. Additionally,
in some instances Virus' and
Malware programmes are designed
to cause as much havoc when
removed as when in place,
meaning the removal can often
leave a computer in a more
fragile state than when infected.
In these instances, we will
continue to provide any support
as required but cannot be
held responsible for damaged
caused as a result of any
attempted repairs. All customers
should ensure they have a
working, reliable backup of
all their data and important
information before requesting
any support, resulting in
potentially 'aggressive' repair
solutions.
Where you wish to avail yourself
of Remote Desktop Support,
you agree that our agents
are entitled to access your
Equipment remotely to provide
you with the Technical Support
Services. Remote Access Support
is only available in relation
to a Remotely Accessible Device.
Remote Desktop Support will
be used only where we deem
it suitable for your specific
Remotely Accessible Device.
Where we deem that Remote
Desktop Support is suitable
for your specific Remotely
Accessible Device, you agree
that we are entitled to access
your Remotely Accessible Device
remotely to provide you with
the Remote Desktop Support.
To use Remote Access Support
and for us to access your
Remotely Accessible Device,
all the component parts of
your Remotely Accessible Device
must be fully working and
fully assembled. Furthermore,
your Remotely Accessible Device
must have access and a sustained
connection to landline broadband
internet, in order to avail
yourself of the Remote Desktop
Support. Remote Desktop Support
is not available over a mobile
modem or other mobile internet
connection.
All Online Backup accounts
are subject to a minimum contract
term of 12 months, although
you are able to upgrade your
account at any point during
that contract. When upgrading,
you are committing to a further
12 months contract. Our online
backup service rates may increase
without notice, but we will
guarantee they will not increase
by more than 15% in any 12
month period. Our Online Backup
service is provided and powered
by JustCloud.com, trading
as YouBackup. We are unable
to accept any responsibility
for data loss, access or associated
problems with the account,
software, data or problems
or conflicts cause by or to
any third party applications,
additionally we are unable
to provide any compensation
or free support in the event
of such problems (unless covered
by one of our Support Contracts).
In extreme circumstances we
will be able to terminate
any accounts early, if the
software or system is found
to be at fault. We will endeavour
to help wherever possible
but for all other problems
or concerns, please contact
support at JustCloud.com.
Our Lowest Price Guarantee
offer is subject to strict
comparable conditions and
will require a thorough investigation.
We are unable to match limited
offers, vouchers or loyalty
discounts provided by other
companies. Claims must be
with companies based locally
to the supported site (5 miles)
and excludes any bespoke support
where travel premiums have
been applied. Claims must
be made within 14 days of
works being initially undertaken.
We are only able to match
our net rate (rates excluding
VAT). All genuine claims will
be investigated fairly although
any unrealistic cliam will
be rejected without further
investigation. Discounts and
refunds apply to labour charges
only, as supplied by Support
So Simple and not a third
party support agent, software,
services or hardware. The
maximum discount that can
be applied (or refunded) is
up to 20% of the total labour
charge. Claims made after
14 days of any work being
carried out are not applicable,
although you may choose to
cancel any further work at
that point (and all outstanding
fees paid). We reserve the
right to refuse work or continue
to work should we be unable
to match any confirmed rate
if deemed to be too low. Our
price guarantee is only available
to new customers. Should existing
customers wish to negotiate
any support fees please contact
a member of staff first.
By its very nature, IT and
computing in general is very
complicated, both in its design
and varying uses - as a result,
the support required is as
complicated and varying. All
our Technicians and Support
Partners use their own personal
training, experience, knowledge
and instincts when dealing
with customers individual
and unique problems, often
with varying solutions. All
out Technicians will typically
suggest or carry out the simplest
and most likely repairs before
moving on to the next 'most
likely' solution to whichever
problem they may be dealing
with. As many problems are
intermittent or are present
only in particular environments
we will often require continued
communication from our customers
in order to plan or implement
the next stage of any solution
- this information is invaluable,
and without it our technicians
will be unable to fully or
accurately diagnose any problem.
We would request that you
provide us with as much detail
as possible regarding any
problems you may be experiencing
with your computing devices,
no matter how small - the
more information we have,
the better prepared we are
to assist you!
If paying by direct debit,
please note that Support So
Simple is a trading name of
Home Counties IT Ltd (HCIT).
HCIT Ltd have appointed the
BACS Approved Direct Debit
Bureau, Eazy Collect Services
Limited (www.eazycollect.co.uk),
to collect your payments and
HCIT LTD will be shown on
your bank statement.
We may collect the following
information: name and job
title, contact information
including email address, demographic
information such as postcode,
preferences and interests,
other information relevant
to customer surveys and/or
offers
We require this information
to understand your needs and
provide you with a better
service, and in particular
for the following reasons:
We may use the information
to improve our products and
services. We may periodically
send promotional emails about
new products, special offers
or other information which
we think you may find interesting
using the email address which
you have provided. From time
to time, we may also use your
information to contact you
for market research purposes.
We may contact you by email,
phone, fax or mail. We may
use the information to customise
the website according to your
interests.
We are committed to ensuring
that your information is secure.
In order to prevent unauthorised
access or disclosure, we have
put in place suitable physical,
electronic and managerial
procedures to safeguard and
secure the information we
collect online.
How we use cookies: A cookie
is a small file which asks
permission to be placed on
your computer's hard drive.
Once you agree, the file is
added and the cookie helps
analyse web traffic or lets
you know when you visit a
particular site. Cookies allow
web applications to respond
to you as an individual. The
web application can tailor
its operations to your needs,
likes and dislikes by gathering
and remembering information
about your preferences.
We use traffic log cookies
to identify which pages are
being used. This helps us
analyse data about webpage
traffic and improve our website
in order to tailor it to customer
needs. We only use this information
for statistical analysis purposes
and then the data is removed
from the system.
Overall, cookies help us
provide you with a better
website by enabling us to
monitor which pages you find
useful and which you do not.
A cookie in no way gives us
access to your computer or
any information about you,
other than the data you choose
to share with us.
You can choose to accept
or decline cookies. Most web
browsers automatically accept
cookies, but you can usually
modify your browser setting
to decline cookies if you
prefer. This may prevent you
from taking full advantage
of the website.
Links to other websites:
Our website may contain links
to other websites of interest.
However, once you have used
these links to leave our site,
you should note that we do
not have any control over
that other website. Therefore,
we cannot be responsible for
the protection and privacy
of any information which you
provide whilst visiting such
sites and such sites are not
governed by this privacy statement.
You should exercise caution
and look at the privacy statement
applicable to the website
in question.
We do not store any financial
information - any details
used in the transaction are
not kept or made available
to us after the transaction
has completed.
You may choose to restrict
the collection or use of your
personal information in the
following ways:
whenever you are asked to
fill in a form on the website,
look for the box that you
can click to indicate that
you do not want the information
to be used by anybody for
direct marketing purposes.
if you have previously agreed
to us using your personal
information for direct marketing
purposes, you may change your
mind at any time by writing
to or emailing us at [email
address]. We will not sell,
distribute or lease your personal
information to third parties
unless we have your permission
or are required by law to
do so. We may use your personal
information to send you promotional
information about third parties
which we think you may find
interesting if you tell us
that you wish this to happen.
You may request details of
personal information which
we hold about you under the
Data Protection Act 1998.
A small fee will be payable.
If you would like a copy of
the information held on you
please write to [address].
If you believe that any information
we are holding on you is incorrect
or incomplete, please write
to or email us as soon as
possible. We will promptly
correct any information found
to be incorrect.
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