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Terms and Conditions for Technical Support Incident (SKU: TSI)

Scope of Support

Technical support is provided for a single issue or query (defined as an incident) per charge. Each incident is billed under SKU: TSI, with the description Technical Support Incident.

Eligibility

  • Free technical support is available during the product's warranty period and for an additional 12-month grace period. 
  • Active customers (defined as those who have spent £249.99 + VAT (£299.99 incl. VAT) or more in the last 12 months) also qualify for free technical support.
  • Customers who do not meet these criteria are eligible for support at £24.99 + VAT (£29.99 incl. VAT) per incident.

Visit support.y3k.com to start support.

Definition of an Incident

An incident is defined as a single, specific technical issue or query. Multiple issues or queries raised simultaneously or after resolution will be treated as separate incidents and charged accordingly.

Resolution and Closure

An incident is considered resolved when:

  • The issue is fixed, or
  • A workaround is provided, or
  • It is determined that no further action can be taken.

Once resolved, the incident will be closed.

Resolution Warranty

  • The resolution of an incident is guaranteed for 30 days from the date it is closed.
  • If the same issue reoccurs within this 30-day period, it will be addressed at no additional cost.
  • If the issue arises after the 30-day resolution period, it will be treated as a new incident and charged accordingly.

Limitations and Exclusions

The Technical Support Incident charge does not include:

  • Replacement parts, additional hardware, or software required to resolve the issue.
  • Physical damage, misuse, or unauthorised modifications to the product will void the resolution guarantee.

Payment Terms

  • Payment for SKU TSI must be completed before support is provided.
  • The charge is non-refundable, except in cases where the issue is not addressed due to reasons on our part.

Liability

  • While all reasonable efforts will be made to resolve the issue, no guarantee is provided that every incident can be fully resolved.
  • The company is not responsible for any indirect losses, including data loss, revenue impact, or downtime resulting from the incident.

Contact Information

For further inquiries or clarification, please contact us directly at enquiries@y3k.com