Terms of Service

Thank you for choosing Sapoto for your IT support needs! This document outlines the terms of service for our services, covering areas like remote support, user accounts, billing, and support channels.

1. Services Provided:

Sapoto offers a range of IT services and support, including but not limited too:

1. Remote IT Support. Assistance for a broad range of cloud IT services, including Google Workspace and Microsoft 365 suites and approved add-ons. Services may include user management, troubleshooting, configuration, and training.

2. Onsite IT Support: In-person training and support for Google Workspace, Microsoft 365, and related services. Hardware and device support, including computers, laptops, mobile phones, Wi-Fi networks, and printers. Onsite support is provided at an agreed hourly rate unless otherwise specified.

3. User Account & Access Management: Setup, modification, and deactivation of user accounts. Support with password resets, multi-factor authentication, and access permissions.

4. Unless specified differently in the scope of work, estimate, or regular invoices, Sapoto will provide each business customer with a standard support level. This includes complimentary email only support for Google Workspace, Microsoft 365 user licenses and integrated services. Additional technical support & coaching time can be procured on as needed basis through hourly packs and projects mutually agreed with Sapoto. The Sapoto team is committed to 72 hour response time unless otherwise agreed separately.

5. Billing & Licensing Assistance: Guidance with subscription management, renewals, and license allocation. Support for billing inquiries, cost optimisation, and vendor liaison when required.

6. Support Channels & Communication: Access to Sapoto support through designated channels (e.g., email, phone, chat, or ticketing system). Standard support guaranteed response time within 72 hours, unless otherwise agreed separately. Refer to the contact details section for escalation procedures for urgent or unresolved matters.

7. Proactive Maintenance & Monitoring (where applicable). Monitoring of supported platforms and services for performance or security alerts. Preventive checks and recommendations to reduce downtime.

8. Training & Knowledge Sharing. Remote or onsite training sessions tailored for administrators or end-users. Documentation and best practice guidance for supported services.

9. Third-Party Integrations. Assistance with approved third-party integrations or add-ons for supported platforms. Recommendations and setup support for productivity and security tools.

10. Service Limitations & Exclusions. Unless otherwise agreed, Sapoto does not provide support for unsupported third-party software, non-business devices, or services outside the stated scope. Additional remote or onsite support beyond the standard support level will be charged at the agreed rate prior to commencement.

11. Additional services: Customers may inquire about additional or specialised IT services not listed in this section, which may be provided subject to agreement.

2. Google Workspace & Microsoft 365 Resale:

• User accounts purchased through Sapoto are charged through a monthly subscription with a minimum one-year service agreement.

• Cancellation of individual licenses or subscription requires a minimum of 3 months' notice.

• User accounts purchased directly by you may be eligible for remote support services included in your chosen Sapoto plan.

• Customer's use of Google Workspace is subject to the Google Workspace Acceptable Use Policy (https://workspace.google.com/terms/use_policy/) and Google Workspace Service Specific Terms (https://workspace.google.com/terms/service-terms/). Customer’s use of Microsoft 365 is subject to the Microsoft Acceptable Use Policy (https://www.microsoft.com/en-us/microsoft-365/legal/docid12) Microsoft Services Agreement (https://www.microsoft.com/en-gb/servicesagreement)

• Google Partner reseller ID for Sapoto Ltd: C01tt01l6. Microsoft Partner ID: 7024151

3. Support Channels:

Your primary method of accessing support is through our email address: support@sapoto.co.

• Additional channels like direct email, phone, and chat are available upon request.

• Onsite support requires scheduling and pre-agreement on hourly rates and potential deposits.

• Customers may escalate support issues to Google directly as per Google's support policies.

4. Operating Hours:

• Our standard operating hours are Monday to Friday, 9:00 AM to 5:00 PM GMT.

• Out-of-hours support can be arranged with prior agreement. For ad hoc requests, there will be an hourly charge. For ongoing 24/7 support, there is an additional monthly supplement.

5. Payment Terms:

• Subscription fees for Google Workspace user accounts and add-on services are billed monthly in advance.

• Onsite support is charged based on the agreed hourly rate, with a deposit required upfront.

• For payment methods accepted will be provided in invoices or provided separately by payment link.

• Please note that monthly subscriptions cannot be refunded. For information on how to terminate your service, please refer to the "Termination" section

• For pre-agreed project work that is incomplete, you can request a refund. To do so, please submit your request to support@sapoto.co.

• Late payments may incur disruption to service provided and interest at a rate of 4% per annum.

• For any questions with regards to payments please contact accounts@sapoto.co

6. Termination:

• We reserve the right to terminate your service for violation of these terms or non-payment. 

• To end your service, please provide us with notice to support@sapoto.co at least 90 days in advance.

• Upon termination, Reseller shall cease providing services and customer must contact Google if they choose to continue using Workspace

8. Complaints:

We are committed to providing excellent service to our clients. If you are dissatisfied with any aspect of our service, please follow this process:

• Initial Contact:  Express your concerns to our support team by sending email to info@sapoto.co. Your complaint will be logged and acknowledged within 5 business days.

• Investigation: We will review your complaint thoroughly and aim to resolve it as quickly as possible.

• Resolution: We will provide a proposed solution, including any remedies or explanations. Our goal is to resolve all complaints to your satisfaction within 10 business days.

7. Warranty and Disclaimer:

• We strive to provide high-quality services, but cannot guarantee uninterrupted or error-free service. We are not responsible for data loss or damage arising from user actions or external factors.

8. Contact:

For any questions or clarifications, please contact us at:

• Email: support@sapoto.co

• Phone: 020 4614 3284

• Website: www.sapoto.co

9. Changes to Terms:

We reserve the right to modify these terms and conditions at any time.

By using our services, you agree to these terms and conditions.

Thank you for choosing Sapoto! We are committed to providing you with excellent IT support.