Technical Support

Terms and Conditions for Technical Support and Data Handling
Marttech Solutions

Effective Date: [24/02/2025]

Thank you for choosing Marttech Solutions for your technical support needs. By accessing our support services, you agree to the following terms and conditions. Please read them carefully.

1. Technical Support Services

1.1 Scope of Services
Marttech Solutions provides technical support for [a variety of services], which includes troubleshooting, problem resolution, software updates, and guidance on usage. Our support services are available through [email and live chat].

1.2 Service Availability
Our technical support is available during business hours [Monday-Saturday: 8AM-8PM, Sunday: 9AM-6PM]. Support outside of these hours may be available upon request and may be subject to additional charges.

1.3 Support Channels
Support is provided through the following channels:

• Email: [customerservice@marttechsolutions.co.uk]

• Live Chat: [marttechsolutions.co.uk/contactus]

1.4 Exclusions
We do not provide support for [manufacturer related issues, such as: damaged equipment during delivery].

2. Customer Data Collection and Use

2.1 Data Collection
To provide personalised technical support, we may collect information regarding your use of our products/services. This may include:

• Contact information (e.g., name, email, phone number)

• Product/service details (e.g., model numbers, software versions, issue descriptions)

• Usage data (e.g., system logs, error reports)

2.2 Data Usage
The data we collect will be used to:

• Provide tailored technical support

• Diagnose and resolve issues more efficiently

• Communicate with you regarding the progress of support requests

• Improve our products/services and support offerings

2.3 Data Storage and Security
We take the privacy and security of your data seriously. All customer data is stored securely in our systems, using industry-standard encryption methods. Access to this data is restricted to authorized personnel only, who require the information for the purpose of providing technical support.

2.4 Data Retention
Your data will be retained for as long as necessary to provide ongoing support and to comply with any legal obligations. If you request the deletion of your data, we will retain it only if required by law or if it is necessary for the resolution of an outstanding issue.

2.5 Third-Party Data Sharing
We do not sell or share your personal data with third parties, except as required to fulfill technical support requests or when mandated by law. We may use third-party services (e.g., cloud storage, analytics) to assist with support operations, but these parties will be bound by similar data protection obligations.

3. Customer Obligations

3.1 Accurate Information
To ensure that we provide the best support, customers agree to provide accurate, complete, and up-to-date information when requesting technical assistance.

3.2 Access to Systems
Customers may need to provide access to their systems or devices to facilitate remote troubleshooting or issue resolution. By requesting support, you consent to granting authorized personnel temporary access for this purpose.

3.3 Compliance with Support Instructions
Customers agree to follow the instructions provided by our support team. Failure to do so may result in delays or an inability to resolve the issue.

4. Limitation of Liability

4.1 No Guarantee of Resolution
While we strive to resolve technical issues promptly and effectively, we do not guarantee the resolution of all problems or the complete elimination of all issues.

4.2 Liability Limitations
Marttech Solutions shall not be held liable for any indirect, incidental, or consequential damages resulting from the use of our technical support services. Our liability will be limited to the total amount paid for the technical support service that gave rise to the claim.

5. Modifications to Terms and Conditions

We reserve the right to modify these terms and conditions at any time. Any updates will be posted on our website and will become effective immediately upon publication. It is your responsibility to review these terms periodically.

6. Contact Information

For any questions or concerns about these terms and conditions, or to request support, please contact us at:

• Email: [customerservice@marttechsolutions.co.uk]

• Website: [marttechsolutions.co.uk/contactus]

By accessing our technical support services, you agree to these terms and conditions.