Support Policy

Last updated: 24 July 2026

This Support Policy explains how SETUPROS LTD, trading as SetuprosTech, receives, assesses and manages technical-support requests.

It applies to business IT support, home IT support, Microsoft cloud services, network assistance, remote support and other agreed technology services.

This policy does not promise guaranteed response or resolution times unless a separate quotation, support package or service-level agreement expressly includes them.

1. Company Information

Legal company name: SETUPROS LTD
Trading name: SetuprosTech
Company number: 17327322
Registered in: England and Wales
Registered office: 128 City Road, London, EC1V 2NX, United Kingdom
Website: setuprostech.com
Email: info@setuprostech.com

In this policy:

  • “SetuprosTech”, “we”, “us” and “our” mean SETUPROS LTD.
  • “Customer”, “you” and “your” mean the person or organisation requesting support.
  • “Support request” means a request for technical assistance submitted through an approved SetuprosTech contact channel.
  • “Supported environment” means the devices, systems, accounts, software or services included in an agreed support scope.

2. Purpose of This Policy

This policy explains:

  • How to request technical support;
  • What information customers should provide;
  • How support requests are reviewed;
  • How priority may be assessed;
  • Which services may be supported;
  • What is outside normal support;
  • Customer responsibilities;
  • Remote-access requirements;
  • Third-party limitations;
  • Escalation and complaints; and
  • When a separate service agreement may be required.

SetuprosTech will provide agreed services with reasonable care and skill. Nothing in this policy removes any mandatory consumer rights.

3. Support Services

Depending on the agreed service, SetuprosTech may assist with:

  • Business IT support;
  • Home IT support;
  • Microsoft 365 setup and configuration;
  • Microsoft account and user administration;
  • Exchange Online and business email;
  • Microsoft Teams;
  • Microsoft cloud-service assistance;
  • Domain and DNS configuration;
  • Email delivery and mailbox issues;
  • User onboarding and offboarding;
  • Device and application setup;
  • Windows-related configuration;
  • Network and Wi-Fi troubleshooting;
  • Router and firewall assistance;
  • Security and backup guidance;
  • Data and mailbox migration;
  • Remote technical support;
  • General troubleshooting;
  • Technical consultation; and
  • Other services confirmed in writing.

The exact support scope may be stated in:

  • A quotation;
  • An invoice;
  • A service agreement;
  • A support package;
  • A scope of work;
  • A managed-service agreement; or
  • Written confirmation from SetuprosTech.

4. How to Request Support

Support requests should be submitted through an approved channel.

The primary support contact is:

Email: info@setuprostech.com

Customers should use a clear email subject, such as:

Technical Support Request – Company or Customer Name

A support request should include:

  • Customer name;
  • Company name, where applicable;
  • Email address;
  • Relevant account, device or service;
  • Description of the issue;
  • When the issue began;
  • Number of affected users;
  • Error messages;
  • Recent changes;
  • Screenshots where appropriate;
  • Business impact;
  • Steps already attempted; and
  • Any relevant quotation, invoice or support reference.

Customers should not include passwords, full payment-card details or unnecessary confidential information in an ordinary support email.

5. Support Request Acknowledgement

Submitting a support request does not automatically mean that:

  • The issue has been accepted within an existing support package;
  • Work has started;
  • The issue can be resolved remotely;
  • The request is included without additional charge;
  • A fixed completion time applies; or
  • A third-party provider has accepted responsibility.

SetuprosTech may first need to:

  • Confirm the customer’s identity;
  • Verify authority;
  • Review the existing agreement;
  • Request additional information;
  • Assess the affected environment;
  • Confirm availability;
  • Identify whether additional fees apply; or
  • Refer the issue to a third-party provider.

6. Support Availability

Support availability may depend on:

  • The customer’s support plan;
  • Existing bookings;
  • Technician availability;
  • The nature of the issue;
  • The required specialist knowledge;
  • Customer location;
  • Remote-access availability;
  • Third-party service availability; and
  • Whether the issue is within the agreed scope.

General website enquiries and standard support requests are reviewed during normal business operations.

SetuprosTech does not provide guaranteed 24-hour or seven-day support unless this is expressly stated in a separate written agreement.

7. Response and Resolution Times

Any response or completion time provided by SetuprosTech is normally an estimate unless a signed service-level agreement states otherwise.

Response time means the period before a support request is reviewed or acknowledged. It does not mean that the issue will be resolved within the same period.

Resolution time may depend on:

  • Technical complexity;
  • Availability of access;
  • Customer cooperation;
  • Hardware condition;
  • Software compatibility;
  • Internet availability;
  • Data volume;
  • Security requirements;
  • Vendor response;
  • Licence availability;
  • Third-party outages; and
  • Required approvals.

SetuprosTech will avoid making fixed response or resolution promises that are not included in an agreed support package.

8. Support Priority Assessment

Where multiple requests are received, SetuprosTech may assess priority based on business and technical impact.

Critical impact

Examples may include:

  • A widespread business-system outage;
  • A confirmed serious security incident;
  • Multiple users unable to access an essential service;
  • A critical server or network failure;
  • Suspected account compromise affecting business operations; or
  • Significant risk of data loss.

High impact

Examples may include:

  • An important service unavailable to several users;
  • Serious email-delivery disruption;
  • A major network-performance issue;
  • A security issue requiring prompt action; or
  • A time-sensitive migration or configuration problem.

Standard impact

Examples may include:

  • A single-user issue;
  • Software installation;
  • Account configuration;
  • General troubleshooting;
  • New-user setup;
  • Minor email or device problems; or
  • Service guidance.

Planned request

Examples may include:

  • New Microsoft 365 setup;
  • Migration planning;
  • Network improvements;
  • Device deployment;
  • User onboarding;
  • Security review;
  • Cloud configuration; or
  • Scheduled maintenance.

Priority classification is determined by SetuprosTech after reviewing the available information. Customer urgency alone does not guarantee critical-priority treatment.

9. Initial Assessment

Before beginning technical work, SetuprosTech may perform an initial assessment.

The assessment may include:

  • Reviewing the customer’s description;
  • Confirming the affected service;
  • Checking whether the issue is within scope;
  • Requesting screenshots or logs;
  • Reviewing account status;
  • Confirming licence or subscription information;
  • Identifying required access;
  • Checking whether backups exist;
  • Determining whether remote or on-site work is appropriate; and
  • Estimating additional work or costs.

An assessment may be chargeable where:

  • It requires significant technical time;
  • It involves system access;
  • It includes diagnostics;
  • It requires written findings;
  • It is outside an existing support package; or
  • It results in a technical recommendation.

Any chargeable assessment should be explained before substantial work begins.

10. Customer Verification and Authority

SetuprosTech may require reasonable confirmation that the person requesting support:

  • Is the customer;
  • Is an authorised employee;
  • Is an authorised administrator;
  • Has permission to act for the relevant organisation;
  • Has authority to grant system access; and
  • Has authority to approve changes or purchases.

Verification may be required before:

  • Resetting passwords;
  • Changing administrator access;
  • Modifying Microsoft accounts;
  • Accessing company systems;
  • Changing DNS records;
  • Migrating data;
  • Disclosing account information; or
  • Making security-sensitive changes.

We may refuse or pause a request where authority cannot be verified.

11. Customer Responsibilities

Customers must:

  • Provide accurate information;
  • Explain the issue clearly;
  • Respond to reasonable questions;
  • Provide lawful and authorised access;
  • Maintain appropriate backups;
  • Save open work before support begins;
  • Inform affected users;
  • Follow reasonable technical instructions;
  • Maintain valid licences and subscriptions;
  • Make required decisions promptly;
  • Provide administrator approval where needed;
  • Notify SetuprosTech of relevant security concerns; and
  • Avoid making conflicting changes while support work is in progress.

Delays caused by missing information, unavailable access or lack of customer cooperation may affect the support timetable and cost.

12. Remote Support

Many support issues may be assessed or handled remotely.

Remote support requires customer authorisation and may involve:

  • Screen sharing;
  • Temporary remote control;
  • Account administration;
  • Diagnostic review;
  • Software installation;
  • Configuration changes;
  • File transfer where necessary; or
  • Access through Microsoft or other administration portals.

Remote access will be limited to the agreed purpose.

Additional requirements are explained in our Remote Support and Access Policy.

13. On-Site Support

On-site support is available only where separately confirmed.

It may be subject to:

  • Location;
  • Technician availability;
  • Travel time;
  • Travel charges;
  • Parking costs;
  • Building access;
  • Security approval;
  • Minimum booking periods; and
  • A separate quotation.

Customers must provide safe access to the premises and relevant equipment.

14. Microsoft Support Services

SetuprosTech may assist with Microsoft-related services, including:

  • Microsoft 365 configuration;
  • User and licence administration;
  • Exchange Online;
  • Microsoft Teams;
  • Domain verification;
  • Email configuration;
  • Security settings;
  • Device management;
  • Migration preparation; and
  • General Microsoft cloud support.

Microsoft products and platforms remain subject to Microsoft’s own:

  • Terms;
  • Licences;
  • Security requirements;
  • Support arrangements;
  • Availability;
  • Technical limits; and
  • Administrative controls.

Microsoft requires partners participating in applicable programmes to manage their environment securely and provide support to customers they sell to. Partner Center also maintains separate security and support processes.

SetuprosTech cannot guarantee:

  • Microsoft approval;
  • Partner-programme verification;
  • Licence eligibility;
  • Tenant verification;
  • Service restoration by Microsoft;
  • Reversal of an account restriction;
  • Availability of a Microsoft feature; or
  • A particular response from Microsoft Support.

15. Third-Party Providers

A support issue may involve third-party providers such as:

  • Microsoft;
  • Hosting companies;
  • Domain registrars;
  • Email providers;
  • Internet-service providers;
  • Hardware manufacturers;
  • Security-software providers;
  • Cloud providers;
  • Backup providers;
  • Payment providers; or
  • Other technology vendors.

SetuprosTech may assist with communication or troubleshooting but does not control:

  • The provider’s response time;
  • Service availability;
  • Technical decisions;
  • Account restrictions;
  • Refund decisions;
  • Support eligibility;
  • Product changes;
  • Pricing; or
  • Resolution outcomes.

The customer may need to contact the relevant provider directly or authorise SetuprosTech to communicate on their behalf.

16. Unsupported or End-of-Life Technology

SetuprosTech may limit or refuse support for:

  • End-of-life software;
  • Unsupported operating systems;
  • Unlicensed software;
  • Counterfeit software;
  • Obsolete hardware;
  • Unsafe configurations;
  • Compromised systems;
  • Severely damaged devices;
  • Systems without necessary administrator access;
  • Unsupported custom applications; or
  • Technology outside our reasonable expertise.

Where practical, we may recommend:

  • Updating;
  • Replacing;
  • Migrating;
  • Escalating to the vendor;
  • Engaging a specialist; or
  • Taking another appropriate action.

17. Excluded Support

Unless separately agreed, normal support does not include:

  • Guaranteed data recovery;
  • Forensic investigation;
  • Penetration testing;
  • Legal or regulatory advice;
  • Emergency cybersecurity response;
  • Custom software development;
  • Hardware component repair;
  • Electrical work;
  • Structured cabling;
  • Continuous system monitoring;
  • 24-hour support;
  • Guaranteed service-level response;
  • Support for unlawful or unlicensed systems;
  • Support outside the agreed scope; or
  • Work requiring specialist certification.

A separate quotation or specialist referral may be required.

18. Security Incidents

Customers should clearly identify suspected security incidents.

Examples include:

  • Account compromise;
  • Phishing;
  • Malware;
  • Ransomware;
  • Suspicious administrator access;
  • Unauthorised forwarding rules;
  • Data exposure;
  • Lost devices;
  • Credential theft; or
  • Unusual account activity.

Use the email subject:

Urgent Security Concern – Customer or Company Name

Do not send passwords or authentication codes in the email.

SetuprosTech may recommend immediate actions such as:

  • Disconnecting a device;
  • Changing credentials;
  • Revoking active sessions;
  • Enabling multi-factor authentication;
  • Contacting a provider;
  • Preserving logs;
  • Pausing affected accounts; or
  • Engaging a specialist incident-response provider.

SetuprosTech does not guarantee identification or removal of every threat.

19. Backups and Data

Unless backup work is expressly included, the customer is responsible for maintaining current and recoverable backups.

Before technical work begins, customers should back up:

  • Documents;
  • Email;
  • Databases;
  • Website files;
  • Device data;
  • Cloud data;
  • Application information;
  • Configuration files; and
  • Other important records.

Technical support can involve risks such as:

  • Data corruption;
  • Failed updates;
  • Interrupted migration;
  • Hardware failure;
  • Existing malware;
  • Software conflict; and
  • Loss of unsaved work.

SetuprosTech may postpone work where appropriate backups are unavailable.

20. Support Records

SetuprosTech may maintain records including:

  • Customer name;
  • Company name;
  • Contact information;
  • Date of request;
  • Issue description;
  • Device or account involved;
  • Actions taken;
  • Technician notes;
  • Support outcome;
  • Time spent;
  • Follow-up requirements; and
  • Related quotation or invoice information.

These records may be used for:

  • Delivering support;
  • Billing;
  • Security;
  • Service improvement;
  • Complaints;
  • Dispute handling; and
  • Legal or accounting requirements.

Personal information will be handled according to our Privacy Policy. Retention periods should be based on purpose and documented rather than keeping support information indefinitely.

21. Charges

Support may be charged through:

  • A fixed quotation;
  • Hourly billing;
  • A prepaid support package;
  • A monthly support agreement;
  • A project fee;
  • A managed-service agreement; or
  • Another agreed arrangement.

Charges may apply to:

  • Assessment;
  • Diagnostics;
  • Remote support;
  • On-site support;
  • Waiting time;
  • Travel;
  • Additional configuration;
  • Third-party communication;
  • Work outside scope;
  • Emergency scheduling; and
  • Follow-up work.

SetuprosTech will explain material additional charges before continuing, where reasonably possible.

22. Support Included in Projects

Where support is included with a completed project, the quotation or agreement should state:

  • The included support period;
  • The supported deliverables;
  • Any correction period;
  • Support exclusions;
  • The permitted number of requests;
  • Whether configuration changes are included; and
  • Charges after the included period ends.

Support does not automatically include unlimited future modifications, new features or problems caused by later third-party changes.

23. Ongoing Support Arrangements

Ongoing support may be provided under a separate package or managed-service agreement.

That agreement may specify:

  • Supported users;
  • Supported devices;
  • Supported locations;
  • Included services;
  • Support hours;
  • Priority levels;
  • Response targets;
  • Monitoring;
  • Maintenance;
  • Reporting;
  • Exclusions;
  • Fees;
  • Renewal; and
  • Cancellation terms.

Where a specific support agreement conflicts with this general policy, the specific written agreement will take priority for that service.

24. Escalation

A support request may be escalated where:

  • The issue is technically complex;
  • A specialist is required;
  • A security risk exists;
  • Several users are affected;
  • A third-party provider must be involved;
  • The initial troubleshooting did not resolve the issue; or
  • A higher level of access is required.

Escalation may involve:

  • A senior technician;
  • A specialist contractor;
  • Microsoft Support;
  • A software vendor;
  • A hosting provider;
  • A network provider;
  • A security specialist; or
  • Another appropriate service provider.

Additional charges may apply where escalation falls outside the agreed support scope.

25. Closing a Support Request

A support request may be treated as completed or closed where:

  • The issue has been resolved;
  • The agreed work has been completed;
  • A workaround has been provided;
  • The customer confirms completion;
  • The issue has been referred to a third party;
  • No further action is available within scope;
  • The customer does not respond after reasonable follow-up;
  • Required access is not provided; or
  • Additional work requires a separate quotation.

Closing a request does not prevent the customer from reporting a related issue again.

A new issue or materially different requirement may be treated as a separate support request.

26. Reopened Requests

A closed request may be reopened where:

  • The same issue returns shortly after the support work;
  • The original resolution did not work;
  • Relevant new information becomes available; or
  • SetuprosTech agrees that further review is appropriate.

A request may be treated as new where:

  • The environment has changed;
  • The customer made later changes;
  • A third-party update caused the issue;
  • A different device or user is affected;
  • The original support period has ended; or
  • The new work is outside the original scope.

27. Refusal or Suspension of Support

SetuprosTech may refuse, pause or end support where:

  • The request is unlawful;
  • The customer lacks authority;
  • Payment remains overdue;
  • The environment presents an unreasonable risk;
  • The customer uses abusive or threatening language;
  • Required access is unavailable;
  • Continuing may damage systems or data;
  • The customer refuses reasonable security instructions;
  • The request breaches our Acceptable Use Policy;
  • The technology is unsupported; or
  • The work falls outside our capability.

Where appropriate, we will explain the reason and suggest a reasonable next step.

28. Complaints

Customers who are dissatisfied with support should contact:

Email: info@setuprostech.com

Use the subject:

Support Complaint – Customer or Company Name

Include:

  • Customer name;
  • Company name, where applicable;
  • Support request date;
  • Relevant quotation or invoice;
  • Description of the concern;
  • Actions already taken; and
  • Preferred resolution.

SetuprosTech will review complaints within a reasonable timeframe.

Where a service has not been performed with reasonable care and skill, applicable consumer remedies may include repeat performance or an appropriate price reduction.

29. No Guaranteed Outcome

SetuprosTech will use reasonable skill and care but does not guarantee that support will:

  • Resolve every issue;
  • Restore every account;
  • Recover all data;
  • Repair failed hardware;
  • Remove every security threat;
  • Prevent future incidents;
  • Restore a third-party service;
  • Make unsupported systems compatible;
  • Obtain approval from Microsoft or another provider; or
  • Produce a particular commercial result.

Where an issue cannot be resolved, SetuprosTech may recommend another provider, replacement technology or a different service approach.

30. Relationship With Other Policies

This policy should be read together with:

  • Privacy Policy;
  • Cookie Policy;
  • Terms of Service;
  • Service Cancellation and Refund Policy;
  • Remote Support and Access Policy;
  • Acceptable Use Policy; and
  • Any accepted quotation, service agreement or scope of work.

31. Changes to This Policy

We may update this policy to reflect:

  • Changes to our services;
  • New support tools;
  • Microsoft or supplier requirements;
  • Changes to our working procedures;
  • Legal changes; or
  • Security requirements.

The latest version will be published on this page with an updated revision date.

32. Contact Us

Questions about this Support Policy should be sent to:

SETUPROS LTD, trading as SetuprosTech
Email: info@setuprostech.com
Registered office: 128 City Road, London, EC1V 2NX, United Kingdom
Company number: 17327322
Registered in: England and Wales