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:

• Remote support for a broad range of Cloud IT services including Google Workspace & Microsoft 365 suite of services and add-ons: This includes user management, troubleshooting, configuration, and training.

• Onsite IT support: We provide in person on location training and support assistance with Google Workspace & Microsoft 365 services and add-ons, computer hardware, laptops, mobile phones, Wi-Fi networks, and printers, charged at an agreed hourly rate.

• Unless specified differently in the scope of work, estimate, or regular invoices, Sapoto will provides each business customer with a standard support level. This includes a 1-hour monthly retainer for remote support and guarantees a response time within 24 hours. Additional onsite and remote support will be chargeable and agreed upon rate before work is begun.

• Additional services: Please inquire about specific needs beyond the listed services.

2. Google Workspace 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/).

• Google Partner reseller ID for Sapoto Ltd: C01tt01l6

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.

• Customer 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: 07738242576

• Website: www.sapoto.co

• Submit contact form

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.