Terms and conditions

1. About these terms

These terms govern your use of the AR Support Desk client portal (the "Portal"), provided by AR WEBSITE SOLUTIONS LTD, a company registered in England and Wales under company number 17428939, whose registered office is at 66 Paul Street, London, England, United Kingdom, EC2A 4NA ("we", "us"). By signing in you agree to these terms.

The Portal supports the website services we provide under a separate agreement with you or your organisation (the "Services Agreement"). If these terms conflict with the Services Agreement, the Services Agreement takes priority.

2. Your account

• Accounts are created by us for our clients and their authorised staff. Each account is for one named person, please don't share it.
• Keep your password confidential, use a password you don't use elsewhere, and we strongly recommend turning on two-factor authentication.
• Tell us straight away if you think someone else has accessed your account, or if someone with access leaves your organisation, so we can disable their account.
• You are responsible for activity under your account unless it results from our failure to take reasonable security measures.

3. Acceptable use

You must not:

• attempt to access tickets, files or accounts that aren't yours, or probe, scan or test the security of the Portal without our written permission;
• upload malware or any file you know or suspect to be harmful;
• submit content that is unlawful, defamatory, abusive, or that infringes anyone else's rights;
• send passwords, payment card details or other highly sensitive data in tickets, if we need access to a system we will arrange a secure method;
• use automated tools to scrape, overload or interfere with the Portal.

4. Tickets and response times

• Please choose the ticket type ("Issue" or "Request"), category and priority that best describe your need. We may reclassify tickets to handle them properly.
• "Urgent" is for problems causing serious, ongoing impact, such as your website being down. Please use it fairly.
• Response targets shown in the Portal are aims, not guarantees, unless a service level is set out in your Services Agreement.
• Work arising from a request (for example new features or design changes) may be chargeable in line with your Services Agreement. We'll confirm any cost before starting chargeable work.
• Resolved tickets may be closed automatically after a period of inactivity. You can open a new ticket at any time.

5. Your content and attachments

You keep ownership of everything you submit. You give us permission to store, copy and use it only as needed to provide support and the services under your Services Agreement. You confirm you have the right to share it with us.

Attachments are limited to common image, document, text and archive formats up to 4 MB each. We may reject or remove files that appear unsafe.

6. Confidentiality and data protection

We treat ticket content as confidential and only use it to support you. Our privacy policy explains how we handle personal data. Where tickets contain personal data about your own customers, we process it on your behalf under the data processing terms in your Services Agreement.

7. Availability and changes

We aim to keep the Portal available and secure but can't guarantee uninterrupted access, for example during maintenance or outages at our hosting providers. For urgent problems when the Portal is unavailable, email support@arwebsitesolutions.com.

We may improve or change the Portal and update these terms. We'll give reasonable notice of significant changes. Continuing to use the Portal after changes take effect means you accept them.

8. Suspension and closure

We may suspend or disable an account if we reasonably believe it has been compromised, is being misused, or breaches these terms, or when the Services Agreement ends. Where appropriate we'll tell you why. Ticket data is then handled as described in our privacy policy.

9. Liability

Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or any other liability that cannot be limited by law. If you are a consumer, nothing here affects your statutory rights.

Subject to that, we provide the Portal and handle tickets with reasonable skill and care, but we cannot guarantee that the Portal will be completely error free or uninterrupted, or that a ticket will achieve a particular business outcome. We are not liable for losses arising from third party services the Portal depends on (such as hosting, database or email providers) being unavailable. Any other limits on our liability are set out in your Services Agreement.

10. General

These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction. If any part of these terms is found unenforceable, the rest stays in effect. If we don't enforce a right straight away, we can still enforce it later.

11. Contact

Questions about these terms can be sent to support@arwebsitesolutions.com, or by post to AR WEBSITE SOLUTIONS LTD, 66 Paul Street, London, England, United Kingdom, EC2A 4NA.