IT Support Terms

MaysWeb — maysweb.cloud

Effective date: 9 June 2026

Provider: MaysWeb

Contact: [email protected] | +44 (0)2039 308 143

1. Support scope

We provide remote and on-site IT support for agreed systems, users, and environments as defined in your support plan or statement of work.

Support covers diagnosis, remediation, guidance, and agreed maintenance tasks. Projects outside scope require separate quotation.

2. Hours and response targets

Standard support hours and response targets are defined in your plan (for example: business hours with priority handling for critical outages).

Response targets are goals, not guarantees, and depend on accurate prioritisation information from you.

3. Access and safety

• � You will provide timely administrative access, credentials, and on-site escort where required.
• � You maintain current backups before changes that may affect data or availability.
• � You ensure a safe working environment for on-site personnel.
• � You disclose known risks, regulated data, and compliance constraints before work begins.

4. Remote access

Remote sessions may use approved tools with your consent. You may terminate a session at any time. We log support activity for quality and security purposes.

5. Third-party vendors

Issues requiring vendor escalation may depend on external response times. We will coordinate as your representative where authorised.

6. Fees

Covered services are included per plan limits. Out-of-scope work, after-hours attendance, or unused minimums are charged per the agreed rate card.

7. Liability

Our aggregate liability for support services is limited to fees paid in the twelve months preceding a claim. We are not liable for downtime caused by third-party providers, undocumented configurations, or changes made without our involvement.