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Premium Support – Terms & Conditions

1. Overview
   The Premium Support plan provides a proactive and hands-on level of technical assistance for businesses that require enhanced reliability and responsive care. This package includes up to 2 hours of combined telephone, email, and remote support per year, regular maintenance updates, and a commitment to resolve issues within 48 business hours wherever possible.

2. Scope of Support

   • Support is delivered via telephone, email, and secure remote access using our fully encrypted VNC Instant Support system.

   • Includes quarterly service reviews to assess security, performance, and system integrity.

   • Covers regular software and system updates to maintain the stability and security of your website and email systems.

   • Assistance includes issues related to hosting, cPanel, DNS, email configuration, and general server performance.

   • Remote support is provided only with the customer’s consent and for the sole purpose of resolving a verified issue.

   • Support does not include web design, plugin or theme development, third-party integrations, or on-site visits.

3. Availability

   • Telephone, email, and remote support are available during standard business hours (Monday to Friday, 9:00am–5:00pm, excluding public holidays).

   • Premium Support customers receive priority response above all lower-tier plans.

4. Resolution Commitment

   • We aim to resolve all reported issues within 48 business hours of the initial report.

   • Complex issues or third-party dependencies may extend resolution time; in such cases, updates will be provided regularly until resolved.

   • Remote sessions are scheduled based on availability and customer consent.

5. Time Allocation

   • Each hosting account includes 2 hours of Premium Support per annual billing period, covering telephone, email, and remote sessions.

   • All time spent communicating, investigating, or providing assistance is deducted from the allowance.

   • Once the allowance is used, additional assistance may be charged at our standard hourly rate.

6. Service Limitations

   • Remote access is provided solely through our encrypted VNC Instant Support system.

   • We do not retain any remote access credentials or maintain permanent access to customer devices.

   • Customers must ensure they have appropriate backups and security controls in place prior to any remote session.

   • Premium Support does not guarantee uptime or provide out-of-hours service unless specifically agreed in writing.

7. Hourly Support Bolt-On
   Need a little extra help beyond your standard support plan?
   Our Hourly Support Bolt-On gives you direct access to our experienced UK-based technicians for hands-on assistance, billed by the hour. This option is ideal for one-off issues, configuration changes, migrations, or troubleshooting that falls outside your support allowance.