Terms & conditions

1. Who we are

This website is operated by CybrSupport Ltd, registered in England and Wales, company number 15870943 ("CybrSupport", "we", "us"). Contact: support@cybrsupport.com, 0800 861 1034. By using this website you accept these terms.

2. Using this website

You may browse this site and use its content to learn about and buy our services. You may not misuse the site, attempt to gain unauthorised access to it or its hosting, or use its content to build a competing offering. We may suspend or withdraw the site at any time without notice.

3. Our content

The CybrSupport name, infinity logo, wordmark and the content of this site belong to CybrSupport Ltd or our licensors. You may not reproduce them without our written permission, except for normal personal browsing and sharing links.

4. Prices and information

We work to keep everything on this site accurate, but content is provided for general information and may change. Prices shown are per user, per month, and exclude VAT, which is added at the prevailing rate. The price you pay is the price confirmed when you sign up or in your quote. Nothing on this site constitutes advice tailored to your specific situation; talk to us before making decisions based on it.

5. Support plans

• Billing. Plans are billed monthly per user by Direct Debit through GoCardless. Invoices are issued by CybrSupport Ltd.
• Response times. Each plan carries a guaranteed first-response time as shown on the pricing page. Response times are measured in working hours, Monday to Friday, 09:00 to 17:00, excluding English public holidays. They are the time by which an engineer responds, not a guaranteed fix time.
• Included time and hourly rates. Your plan covers day-to-day support of your devices, accounts and systems up to any included time shown on the pricing page. General support beyond your included time, and support on plans with no included time, is chargeable at the hourly rate agreed in your contract. It is your responsibility to keep track of your included time; you can ask us at any time how much you have left in the current month. Unused included time does not roll over.
• Projects. Defined pieces of work outside day-to-day support ("projects") are quoted and agreed in writing before work starts.
• Fair use. Unlimited support time on Premium covers the ordinary running of your devices and systems. By way of example: setting up a new starter's Mac and iPhone, or fixing a mailbox that has stopped syncing, is included; migrating your business to Microsoft 365, or an office move or new network installation, is a project and quoted separately.
• Cancelling. Business clients may cancel by giving 90 days' written notice by email; billing continues through the notice period. If you are a consumer, you may cancel by giving 30 days' written notice by email. This is in addition to any statutory cancellation rights described in section 7.

6. What we're responsible for

We provide our services with reasonable skill and care. Nothing in these terms excludes liability that cannot legally be excluded, including for death or personal injury caused by negligence, or fraud. Beyond that, we are not liable for indirect or consequential loss, loss of profits, or loss of data where you have declined a backup service we've recommended, and our total liability in any 12-month period is limited to the amounts you've paid us in that period.

7. Consumers and cancellation rights

If you buy from us as a consumer, nothing in these terms affects your statutory rights, including under the Consumer Rights Act 2015. For services bought at a distance you normally have a 14-day cancellation period under the Consumer Contracts Regulations 2013.

Where you expressly ask us to begin work within that 14-day period, you acknowledge that if you then cancel, you must pay for the services provided up to the point of cancellation, and that if the service has been fully performed with your prior express consent, you lose the right to cancel. We will ask you to confirm this in writing before starting immediate work.

8. Third-party links

Where this site links to other websites, including payment pages and review platforms, those sites have their own terms and we're not responsible for their content.

9. Law

These terms are governed by the law of England and Wales and its courts have jurisdiction, except that consumers resident elsewhere keep the protection of their local mandatory rules, and consumers in France may bring proceedings in France.

10. Changes

We may update these terms from time to time. The version on this page at the time you use the site or sign up applies to you.