Effective Date: 01/05/2025
Version: 1.1
This document sets out the current pricing structure and support terms applicable to all Netcom services. All prices are in GBP and exclude VAT where applicable. This policy should be read in conjunction with our Terms of Service.
1. Annual Support Allowance
Each active customer account includes 30 minutes of complimentary remote technical support per calendar year.
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The allowance may be used for troubleshooting, configuration assistance, or general technical queries.
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Unused time does not roll over to the following year.
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Any support time exceeding the free 30-minute allowance will be billed at the applicable hourly rate outlined below.
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The allowance cannot be applied to on-site visits, emergency callouts, or weekend support.
2. Standard Support Rates (Monday – Friday, 09:00–17:00)
| Type of Support | Rate | Notes |
|---|---|---|
| Remote Support | £40.00 per hour | Minimum charge: 15 minutes |
| On-Site Technical Support | £80.00 per hour | Travel time may be billed separately |
| Same-Day Callout | £225.00 for the first hour, then £80.00 per hour thereafter | Subject to availability |
3. Weekend & Out-of-Hours Support
| Type of Support | Rate | Notes |
|---|---|---|
| Remote Support | £140.00 per hour | Available subject to engineer availability |
| On-Site Support | £180.00 per hour | Travel time may be billed separately |
Out-of-hours support refers to requests made outside Monday–Friday, 09:00–17:00, or on public holidays.
4. Billing & Minimum Charges
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All time is billed in 30-minute increments after the first 30 minutes.
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Invoices are issued upon completion of the work or at the end of the billing period.
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Payment is due upon receipt unless otherwise agreed.
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Callout charges may vary based on travel distance or urgency.
5. Additional Information
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Email and telephone support is our lowest tier, we will try our upmost to help, but you may need additional support services.
- Remote support is typically delivered using secure, encrypted connections with your consent.
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On-site visits are subject to engineer availability and reasonable access conditions.
