Support Services

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TKL's policy for providing standard support in relation to the Services as made available at www.tkl.software or such other website address as may be notified to the Customer from time to time.

 

TwoKnights Ltd (TKL) endeavours to provide to system support as and when customers require and commit to being available within Normal Business Hours:

 

Normal Business Hours: 8.30 am to 5.30 pm local UK time, on a Business Day, Monday – Friday, excluding UK Bank Holidays

TKL Support can be contacted by phoning +44 1989 720159 within Normal Business Hours or emailing support@tkl.software TKL aim to respond to emails and Support requests within 1 business day.

 

1. Services

   1. TKL will use commercially reasonable endeavours to make the Services available 24 hours a day, seven days a week, except for:

      1. planned maintenance carried out during the maintenance window of 10.00 pm to 6.00 am UK time; and

      2. unscheduled maintenance performed outside Normal Business Hours, provided that TKL has used reasonable endeavours to give the Customer at least 6 Normal Business Hours' notice in advance.

   2. TKL may amend the Support Services Policy in its sole and absolute discretion from time to time. 

   3. The Customer may purchase enhanced support services separately at TKL's then current rates which will be agreed directly between TKL and the customer as a bespoke package.