Base de Conhecimento

Hourly Support Bolt-On – Terms & Conditions

1. Overview
   The Hourly Support Bolt-On provides registered customers with direct, pay-as-you-go access to our UK-based technical support team. This service is ideal for one-off technical assistance, troubleshooting, configuration changes, migrations, or other tasks not covered by your standard support plan.

2. Scope of Support

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

   • Assistance covers issues directly related to hosting, email, DNS configuration, cPanel management, and general server connectivity.

   • This service may also include limited on-demand maintenance, configuration advice, and problem resolution for supported systems.

   • Support does not include web design, software or plugin development, content recovery, or unrelated third-party applications unless expressly agreed in writing.

3. Eligibility

   • The Hourly Support Bolt-On is available to all registered customers with an active hosting or domain service.

   • Services are billed per hour (or part thereof) and may be used in addition to, or instead of, any existing support plan.

4. Remote Access

   • Remote assistance is conducted through our VNC Instant Support tool, using a fully encrypted and temporary connection initiated only with the customer’s consent.

   • We do not store access credentials, passwords, or maintain ongoing remote access to customer devices after a session ends.

   • Customers are responsible for ensuring that appropriate data backups and security measures are in place before any remote session.

5. Charges & Billing

   • Support time is billed in 30-minute increments, with a minimum charge of one hour per session.

   • Time spent investigating, communicating, or performing work is counted as billable time.

   • All fees are payable upon completion of the work or as otherwise agreed prior to commencement.

   • A written estimate may be provided upon request for larger or more complex tasks.

6. Availability & Response

   • Hourly support is available during normal business hours (Monday to Friday, 9:00am–5:00pm, excluding public holidays).

   • Response and resolution times are provided on a best-effort basis and depend on the complexity of the issue and technician availability.

7. Limitations

   • We accept no responsibility for any data loss, corruption, or downtime caused by customer actions, unsupported configurations, or third-party software.

   • Customers must maintain valid backups before requesting assistance.

   • Out-of-hours support may be offered by prior arrangement and may incur an additional surcharge.

8. Termination of Session

   • Either party may end a support session at any time.

   • Any partial hour used prior to termination remains billable.

9. General

   • By requesting Hourly Support, the customer agrees to these terms and authorises us to access relevant systems or devices as required to complete the agreed work.

   • All services are provided in accordance with our general terms of service and acceptable use policy.