This Support Policy explains how Computerko Limited provides support across its services, who may request support, what support generally includes, what falls outside standard support scope, and how support interacts with third-party providers and other service documents.

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1. Who we are

Computerko Limited is a company registered in England and Wales.
2. Purpose of this policy
The purpose of this policy is to define the operating framework for support provided by Computerko Limited.
This includes:
how customers obtain support;
what categories of issues may be supported;
the boundaries of standard support;
customer responsibilities during support;
Registered office: 27 Old Gloucester Street, London, WC1N 3AX, United KingdomContact email: support@computerko.co.uk

• how support requests are handled and escalated; and
• how support may depend on third-party systems, suppliers, manufacturers, or service providers.

This policy is an operational support document. It does not replace any contract, quotation, statement of work, Terms of Sale, service-specific agreement, or service level agreement.

3. Scope

This policy applies to support relating to services provided, managed, configured, administered, or supported by Computerko Limited, including where relevant:
managed cloud servers;
private dedicated application cloud hosting;
private dedicated CRM;
private dedicated ERP;
managed cloud IT support;
backup and disaster recovery services;
endpoint protection and device management;
DaaS;
TaaS;
domain and DNS-related services;
shared hosting and business email;

• IT procurement and deployment support where applicable; and

any other managed, hosted, supplied, or supported service provided by Computerko Limited.
This policy applies to:
customers;
authorised customer contacts;
customer administrators;

• end users where end-user support is included within the service model; and
• any person authorised by the customer to request support in relation to a relevant service.

4. Support model

Computerko Limited provides support as a structured service within the scope of the relevant customer arrangement.
Support may be provided:
remotely by default;

• through email, ticketing, or helpdesk-based communication;
• by telephone where available and appropriate;
• through remote access or remote administration where authorised and required; and
• through coordination with relevant third-party providers where necessary.

Support may be reactive, proactive, or a combination of both, depending on the service purchased.

5. Authorised support contacts

Support may be limited to nominated or authorised customer contacts, particularly where requests involve:

• account access;
• technical changes;
• service configuration;
• security-sensitive actions;
• administrative changes; or
• requests that may affect service availability, billing, or risk.

Computerko Limited may require verification of authority before acting on a request.

Where end-user support is available, it will remain subject to the customer’s service scope and internal authority arrangements.

6. Types of support requests

Support requests may include:

• incidents and service faults;
• user access issues;
• email and account issues;
• hosting and cloud service issues;
• device and endpoint issues;
• backup or recovery-related issues;
• service configuration assistance within scope;
• service administration requests;
• billing or service administration queries;
• warranty or fulfilment coordination where applicable; and
• third-party escalation where relevant to the supported service.

Computerko Limited may classify or reclassify requests according to the nature, urgency, risk, and scope of the issue.
7. Standard support activities

Subject to the relevant service scope, standard support may include:

• receiving and logging support requests;
• initial assessment and triage;
• diagnosis of service faults and operational issues;
• basic troubleshooting;
• account and access assistance;
• review of service status and relevant logs where appropriate;
• coordination with applicable internal teams;
• coordination or escalation to relevant third-party providers where appropriate;
• support for restoration or recovery actions where included within the service;
• communication of updates during the support process; and
• confirmation of resolution, workaround, referral, or next steps.

Support will generally be provided within the boundaries of the agreed service and the information available at the time.

8. What is generally outside standard support scope

Unless expressly included in the relevant service arrangement, quotation, contract, or statement of work, standard support does not generally include:

• custom software development;
• major configuration redesign;
• project delivery work;
• consultancy beyond routine support;
• bespoke integration work;
• user training;
• on-site attendance;

support for systems or software not supplied, managed, or agreed as supported by Computerko Limited;

• remediation of customer-side issues outside our control;
• recovery of data or systems where no relevant service has been provided;
• requests requiring extensive investigation beyond standard service scope;
• requests arising from unlawful, unsafe, unsupported, or non-compliant service use; or
• any work that, in our reasonable opinion, should be handled as a separate project, change request, or quoted engagement.

Where a request falls outside standard support scope, Computerko Limited may:
decline the request;
refer it back to the customer;

• propose a separate quotation or project approach; or
• provide limited guidance without taking operational responsibility.

9. Customer responsibilities

Customers are responsible for:

• providing accurate and complete information;
• raising support requests through the appropriate channel;
• ensuring only authorised persons request sensitive changes;
• cooperating with reasonable troubleshooting steps;
• providing timely access, permissions, approvals, and information where needed;
• maintaining their own internal procedures, contacts, and approvals;
• using services in accordance with applicable policies and agreed scope;
• reporting suspected security incidents or credential compromise promptly; and

maintaining any customer-side systems, software, or dependencies that remain outside Computerko Limited’s agreed responsibility.

Delays, incomplete information, lack of access, or failure to cooperate may affect support progress and outcomes.

10. Third-party dependencies

Some support requests may depend on third-party providers, including:

• distributors and fulfilment partners;
• manufacturers and warranty issuers;
• cloud and infrastructure providers;
• domain and DNS providers;
• payment or finance providers;
• software or platform providers; and
• communications or email providers.

Where relevant, Computerko Limited may coordinate and escalate issues with such providers. However, Computerko Limited does not control the independent response times, policies, decisions, availability, or technical behaviour of third-party providers.
Support outcomes may therefore be affected by matters outside Computerko Limited’s direct control.
11. Warranty, returns, and manufacturer support

Where a support issue relates to product warranty, hardware fault, repair, replacement, return, or manufacturer defect, the relevant manufacturer or warranty issuer may be the primary support route.

Where applicable, customers are expected to follow the relevant manufacturer or warranty provider process first.

Computerko Limited may provide reasonable coordination, escalation, and administrative assistance where appropriate, but does not guarantee the independent response, timescale, or outcome of any manufacturer or warranty issuer process.
12. Remote access and administrative actions

Support may require remote access to systems, accounts, devices, services, or environments.

By requesting support within the scope of a relevant service, the customer acknowledges that remote investigation, administrative access, or technical intervention may be necessary.

Computerko Limited may require confirmation or approval before carrying out:
sensitive changes;
security-related actions;
service interruptions;
restoration actions;
account resets;
privileged administrative actions; or

• actions affecting data, continuity, or user access.

Support actions may be logged, recorded, or otherwise documented for security, audit, quality, training, compliance, and operational purposes.

13. Support communications and updates

Computerko Limited will use reasonable efforts to communicate support progress, requests for information, relevant findings, and resolution updates through the appropriate support channel.
Customers may be asked to:
confirm symptoms or outcomes;
provide screenshots, logs, or technical details;
test proposed actions;
approve specific changes; or

• liaise internally where customer-side action is required.

Where support is delayed by missing information, unavailable contacts, lack of access, or third-party dependency, resolution times may be affected.

14. Prioritisation and escalation

Computerko Limited may prioritise support requests according to factors such as:
service impact;
number of affected users;
operational severity;
security risk;
data risk;
availability impact; and

• whether the issue falls within the agreed support scope.

Escalation may include:

• internal technical escalation;
• managerial escalation;
• referral to a specialist team;
• referral to a supplier, manufacturer, or platform provider; or
• reclassification of the issue as a project, change request, or out-of-scope matter.

Any service level commitments or formal response targets, where agreed, will be governed by the relevant SLA or contractual document rather than this policy.

15. Refusal, restriction, or suspension of support

Computerko Limited may refuse, limit, or suspend support where:

• the request falls outside the agreed service scope;
• the request is unauthorised;
• there is misuse of support channels;
• there is abusive, threatening, or inappropriate conduct;
• the issue arises from unlawful or prohibited use;
• the environment is unsupported or unsafe;
• customer cooperation is not provided;
• support would create unacceptable legal, security, operational, or reputational risk; or
• there is no valid contractual or service basis for providing support.

Where reasonable, Computerko Limited may explain the reason and, where appropriate, propose an alternative route or next step.
16. No guarantee of specific outcome
Computerko Limited will use reasonable skill and care in providing support within the agreed service scope. However, support does not guarantee that:
every issue can be resolved immediately or fully;
customer-side faults or third-party issues can be corrected by Computerko Limited;

• all third-party systems or services can be restored or changed on demand;
• all requested actions will fall within standard support; or
• support will result in a specific technical, operational, or commercial outcome unless expressly agreed in writing.

17. Relationship with other documents

This Support Policy should be read together with other applicable Computerko Limited documents, including:

• Terms of Sale, which govern commercial supply, liability, payment, warranty, and contract terms;
• SLA, where applicable, which governs agreed support and service commitments;
• Acceptable Use Policy, which governs lawful and secure service use;
• Third-Party Services & Dependency Policy, which explains reliance on external providers;
• Privacy Policy and GDPR / Data Protection Policy, which govern personal data and support-related processing; and
• any service-specific terms, quotations, statements of work, or technical schedules.

If there is any conflict between this Support Policy and a specific signed agreement or applicable contractual document, the relevant contractual document shall take precedence to the extent of that conflict.

18. Review and updates

Computerko Limited may update this Support Policy from time to time to reflect:
changes in service model;
changes in operational practice;
changes in technology or provider arrangements;
changes in support structure;
changes in risk profile; or
legal or regulatory developments.

Any updated version will be published with a revised date.

19. Contact

If you have any questions about this Support Policy, please contact:

Computerko Limited
27 Old Gloucester Street
London
WC1N 3AX
United Kingdom
Email: support@computerko.co.uk