Terms & Conditions
Effective Date: 14 August 2025
Support20 - Professional IT Support Services
Welcome to Support20. These Terms & Conditions ("Terms") govern your use of our professional IT support services, website, and related offerings. By engaging with Support20's services, you agree to comply with these Terms and acknowledge our commitment to providing reliable, fast, and professional IT support.
1. Definitions
"Company" / "We" / "Us" / "Our" refers to Support20 (a member of S20 Group), operating in Malaysia, providing professional IT support and consultancy services.
"Client" / "You" refers to any individual, business, or organisation that engages our IT support services.
"Services" refers to our comprehensive IT support and consultancy services including remote helpdesk, network management, and related solutions designed to keep your business running smoothly.
2. Services Provided
Support20 provides comprehensive IT support and consultancy services including (but not limited to):
Specific services included depend on your chosen plan. All services are designed to provide fast, reliable IT support to keep your business running without interruption.
3. Service Plans & Payment
• Pricing plans are stated in Ringgit Malaysia (RM) and may be updated from time to time to reflect current market conditions and service improvements.
• Payments must be made in accordance with the agreed billing cycle (monthly unless otherwise specified) to ensure uninterrupted service delivery.
• Failure to make payment may result in suspension or termination of services, which could impact your business operations.
4. Response Times
Support20 aims to maintain our stated response time (<15 minutes during business hours) for active service plans. We understand that IT issues can impact your business productivity, which is why we prioritize fast response times. However, response times may vary due to high request volumes, network outages, or force majeure events beyond our control.
5. Client Responsibilities
• Provide accurate and complete information about your IT systems when requested to enable us to provide the most effective support.
• Maintain valid licences for all software and tools used in your business operations.
• Ensure all devices and networks comply with applicable laws and regulations to maintain security and compliance.
• Allow reasonable access (remote or on-site) for Support20 technicians to perform services efficiently and resolve issues quickly.
6. Limitations of Liability
• Support20 is not liable for indirect, incidental, or consequential damages arising from service usage or downtime, including but not limited to lost profits or business interruption.
• We do not guarantee uninterrupted service availability, though we strive to maintain high uptime and reliability.
• Support20 is not responsible for issues caused by third-party vendors, internet service providers, or unauthorised modifications made by the client or third parties.
7. Termination
• Either party may terminate the service agreement with written notice of at least 30 days to ensure smooth transition and business continuity.
• Support20 reserves the right to terminate services immediately in cases of non-payment, abuse of service, or illegal activity to protect our business and other clients.
8. Intellectual Property
All content, documentation, and materials provided by Support20 remain our intellectual property unless otherwise stated in writing. This includes our proprietary support methodologies, documentation, and service delivery processes.
9. Governing Law
These Terms are governed by the laws of Malaysia. Any disputes will be subject to the exclusive jurisdiction of the Malaysian courts, ensuring legal clarity and enforceability.
10. Amendments
We may update these Terms from time to time to reflect service improvements, legal requirements, or business changes. Updated versions will be posted on our website, and continued use of our services constitutes acceptance of any changes.
If you have any questions about these Terms & Conditions or our services, please don't hesitate to contact us. We're here to help ensure your IT support experience is clear and beneficial.