1.1. Remodes Lukasz Suchodolski OFFICE 7, 35-37 LUDGATE HILL London EC4M 7JN United Kingdom ("Provider") agrees to provide IT support services ("Services") to the customer ("Customer") in accordance with the terms and conditions outlined herein.
1.2. The Services include but are not limited to troubleshooting, diagnosis, and resolution of IT-related issues as defined in the service level agreement (SLA).
2.1. The standard response time for resolving support tickets is 72 hours from the time of ticket creation.
2.2. The SLA may be subject to modification based on mutual agreement between the Provider and the Customer.
3.1. Customers are required to raise support tickets through the designated channels provided by the Provider.
3.2. Any new support ticket raised by the Customer will trigger a payment obligation of £35 per hour, calculated from the time of ticket creation.
3.3. If the Customer holds a valid support contract with [Remodes Lukasz Suchodolski], the pricing and terms for support services may be different, as outlined in the support contract.
4.1. The billing for Services will be conducted on an hourly basis, with a minimum charge of one hour per support ticket.
4.2. Invoices will be issued promptly after the completion of the support services.
4.3. Payments are due within 15 days of the invoice date.
5.1. The Customer agrees to provide accurate and complete information when raising support tickets.
5.2. The Customer is responsible for maintaining the confidentiality and security of any access credentials provided by the Provider.
6.1. Either party may terminate the Services by providing written notice to the other party with a minimum of 30 days' notice.
6.2. The Provider reserves the right to terminate the Services immediately in the event of a breach of these terms by the Customer.
7.1. Both parties agree to keep confidential any proprietary information exchanged during the provision of IT support services.
8.1. These terms and conditions shall be governed by and construed in accordance with the laws of the United Kingdom.
9.1. These terms and conditions may be amended by mutual agreement in writing between the Provider and the Customer.
10.1. For any queries or concerns related to these terms and conditions, please contact Remodes Lukasz Suchodolski at administrator@remodes.uk.
By engaging with our IT support services, the Customer acknowledges and agrees to abide by these terms and conditions, unless a valid support contract is in place, in which case the terms of the support contract shall prevail.
Remodes Lukasz Suchodolski
OFFICE 7,7/02/2024