Basic Support Subscription

Subscribers to the basic support subscription are entitled to one remote support session per month.

Each remote support session is limited to one month validity after which they expire.

The validity of each remote support session commences from the first day of purchase until the end of the calendar month.

As an example:

The basic plan is first purchased on the 13th June - the customer is entitled to one remote support session until the 13th July , after which the one remote support session quota for that month expires.

Remote support sessions can not be carried over or roll over to the next month or any consecutive month and cannot be refunded or used after their expiry.

The duration of one remote support session shall not exceed one hour and 30 minutes. If the work is completed in under this time then you will not receive a discount or refund for the remaining time or save for a later date and will count as one of your allocated remote support session quota for the month. If more time is required to extend the support session then our engineer will let you know and see how you want to proceed.

If no remote support sessions remain in your quota then additional engineer time can be purchased.

Details of the support covered by the basic and ultra packages can be found in the FAQ and Prices section of our website

We cannot cover outside of the specified areas without written notification and consent

Ultra Support Subscription

Subscribers to the ultra support subscription are entitled to two remote support sessions per month.

Each remote support session is limited to one month validity after which they expire.

The validity of each remote support session commences from the first day of purchase until the end of the calendar month.

As an example:

The ultra plan is first purchased on the 13th June - the customer is entitled to two remote support sessions until the 13 July, after which the two remote support session quotas for that month expire.

Remote support sessions can not be carried over or roll over to the next month or any consecutive month and cannot be refunded or used after their expiry.

The duration of one remote support session shall not exceed one hour 30 minutes. If the work is completed in under this time then you will not receive a discount or refund for the remaining time or save for a later date and will count as one of your allocated remote support session quotas for the month. If more time is required to extend the support session then our engineer will let you know and see how you want to proceed. If you have remaining remote support sessions in your quota for that month then these can be used and deducted from you monthly remote support session quota.

If no remote support sessions remain in your quota then additional engineer time can be purchased.

Details of the support covered by the basic and ultra packages can be found in the FAQ and Prices section of our website

We cannot cover outside of the specified areas without written notification and consent