Kennisbank

Ultimate Support – Terms & Conditions

1. Overview
   The Ultimate Support plan offers our highest level of proactive technical care, designed for businesses that require rapid response, hands-on support, and ongoing system reliability. This package includes up to 3 hours of combined telephone, email, and remote support per year, regular maintenance updates, and a 24-hour resolution target for reported issues wherever possible.

2. Scope of Support

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

   • Includes quarterly service reviews to evaluate performance, security, and overall system health.

   • Covers regular software and security updates for hosted websites and email systems.

   • Assistance includes cPanel management, DNS configuration, email setup, and server-related performance issues.

   • Remote sessions are conducted only with the customer’s consent and used solely to resolve verified technical issues.

   • This plan does not include website 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).

   • Ultimate Support customers receive top priority in our response queue, above all other support levels.

4. Resolution Commitment

   • We aim to resolve all reported issues within 24 business hours of the initial report.

   • Complex cases or those dependent on third-party services may take longer, in which case regular progress updates will be provided.

   • Remote sessions are arranged promptly to ensure timely issue resolution.

5. Time Allocation

   • Each hosting account includes 3 hours of Ultimate Support per annual billing period, covering all telephone, email, and remote assistance.

   • All time spent diagnosing, communicating, or resolving issues is deducted from this allowance.

   • Once the allowance is used, further assistance may be billed at our standard hourly support rate.

6. Service Limitations

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

   • We do not maintain ongoing or unattended access to customer devices.

   • Customers are responsible for maintaining up-to-date backups and providing secure access credentials when required.

   • This plan does not include out-of-hours or weekend coverage unless otherwise agreed in writing.

7. Hourly Support Bolt-On
   Need extra help beyond your support allowance?
   Our Hourly Support Bolt-On offers direct access to our UK-based technicians for additional assistance, billed by the hour. Ideal for complex troubleshooting, migrations, or advanced configuration outside your plan’s included time.