1. Service Eligibility
1.1 Prerequisites
Completion of system audit by us prior to service commencement
Confirmation that systems meet maintainable standards
Acceptance of audit recommendations if required
We reserve the right to decline service if systems fall outside maintainable scope
1.2 Service Qualification
Support services are available exclusively to:
Existing customers who have completed relevant projects with us
New customers who have undergone and passed our system audit
Systems that meet our maintainable standards criteria
2. Service Structure
2.1 Service Tiers
Services are typically offered in multiple tiers
Specific features and limitations detailed in service quotation
Service levels vary by tier
Upgrade/downgrade options available with notice
2.2 Service Scope
Support services cover:
Issue resolution for existing elements
Minor modifications to existing components
System maintenance and optimization
Support within agreed service hours
2.3 Service Exclusions
The following are explicitly excluded from all support services unless specifically quoted:
New feature development
New automation creation
New form/board/dashboard creation
New process development
Training sessions
Consultations and meetings
Major system modifications
3. Service Delivery
3.1 Communication
Support requests via designated channels only
Each issue requires separate ticket submission
Clear issue description required
Supporting documentation may be requested
3.2 Service Hours
Standard business hours (9am-5pm GMT)
Monday to Friday
Excluding UK public holidays
Extended hours by separate agreement only
3.3 Response Handling
Batch processing according to service tier
Priority based on service level
Response times are estimates unless specified in SLA
Resolution times depend on issue complexity
4. Time Management
4.1 Time Tracking
Minimum 15-minute increments
No rollover of unused time
Regular usage reports available
Overage charges apply
4.2 Service Limits
Monthly allocation as per service tier
Additional time charged at standard rates
Unused time expires monthly
Usage monitoring available
5. Service Level Agreements (SLAs)
SLAs excluded by default
Custom SLAs available by separate agreement
SLA terms specified in service quotation
Additional fees may apply for SLA coverage
6. Client Obligations
6.1 System Management
Maintain system within agreed parameters
Follow recommended practices
Provide necessary access and permissions
Keep contact information current
6.2 Usage Guidelines
Submit clear issue descriptions
Use appropriate communication channels
Respect service boundaries
Maintain security protocols
7. Commercial Terms
7.1 Fees
Fixed monthly/annual subscription
Overage charges at published rates
Payment in advance
No refunds for unused service
7.2 Changes
30 days notice for fee changes
Service modification notice periods
Upgrade/downgrade terms
Cancellation notice requirements
8. Term and Termination
8.1 Duration
Initial term as specified in quotation
Automatic renewal unless cancelled
30 days notice for cancellation
Immediate termination rights
8.2 Post-Termination
Service access ends immediately
Final charges payable
Data retention period
Transition assistance available
9. Liability
9.1 Service Limitations
Best effort service delivery
No guaranteed outcomes
Limited to specified scope
Force majeure exceptions
9.2 Liability Caps
Limited to fees paid
No consequential damages
No third-party claims
Professional indemnity limits
10. Data Protection
Compliance with data protection laws
Confidentiality obligations
Security measures
Data handling procedures
Specific service features, limitations, and SLAs will be detailed in your service quotation. These supplemental terms and conditions should be read in conjunction with our main terms of sale.