Cloud-Hosted Maintenance – Terms

1. Service Provision
   Cloud-Hosted Maintenance is provided free of charge for the first twelve (12) months of the Customer’s contract. Upon expiry of this initial period, the service will be automatically added as a chargeable item to the Customer’s account unless the Customer has opted out in accordance with these Terms.
2. Opt-In / Opt-Out
   Cloud-Hosted Maintenance is an optional service. Customers may opt out at any time by submitting a request to support@barclaydigitalservices.co.uk. Opt-outs will take effect from the start of the next billing period.
3. Service Description
   The Cloud-Hosted Maintenance service is intended to support the ongoing operation of the Customer’s hosted system and to ensure continuity, stability, and timely assistance.
4. Scope of Service
   The service includes the following, without additional charge:
   4.1 Priority handling of hosted-related support requests
   4.2 Access to out-of-hours support
   4.3 System changes and routine configuration updates
   4.4 Scheduling adjustments, including amendments to opening hours, bank holiday schedules, and similar events
   4.5 Remote engineering assistance
   4.6 On-site engineering support for hosted-system faults (Northern Ireland customers only)
   4.7 One (1) handset replacement per account for issues arising outside of warranty*

*Physical or accidental damage is excluded from handset replacement and will not be covered under this service.

1. Chargeable Changes Without Maintenance
   Where the Customer does not subscribe to Cloud-Hosted Maintenance, any non-fault system change or configuration request will be chargeable at a rate of £45 per request.
2. Faults
   The above charges apply only to non-fault changes. Genuine system faults will continue to be investigated and resolved without charge, regardless of whether the Customer subscribes to Cloud-Hosted Maintenance.